LEHI, FLORIDA -- Never had heard of or even been on this website and on 12/27/17 received a fraudulent charge of $172.00 by this company. They refuse to help me get it removed and are giving my banks fraud division zero assistance in their investigation. A real scam and slimy outfit from my research and experience getting robbed from this shady ‘genealogy website'...
Dear Valued MyHeritage member,
I absolutely sympathize with your struggle in contacting our support center and I'm sorry for the lack of empathy you have experienced.
Your feedback and overall satisfaction are extremely important to us.
I would like to clarify that MyHeritage informs all members of the Free Trial charge and its price on the automatic email that is sent out after you enroll in the membership and before every renewal.
Also, one may view the status or cancel a trial subscription at any time online when logging into MyHeritage from the My Purchases page and incur no annual charge.
In any case, a refund is in order and is absolutely guaranteed because our terms and conditions that read that If you are not satisfied with your purchase you may request a full refund by contacting Customer Support within thirty (30) days of the initial purchase date of the subscription.
If you did not read the details of your trial, visit your membership status online or read your automatic e-mail after purchase, you may not be aware of this.
I'd like to ensure you receive a full refund in any case if you have not already received one.
In order to do so, I must first locate your registered MyHeritage account. Therefore, please e-mail me directly at firstname.lastname@example.org so I may assist you with high priority.
2975 EXECUTIVE PKWY STE 310, CALIFORNIA -- I found no way to cancel by email (my first red flag) but cancelled by telephone within the two week "free trial" period. Two days later received a $119 charge on my credit card. I then emailed on 3/13/18 about this charge, and received a 'support ticket', but nothing further 11 days later. I again called, and was told that I had signed up for "two accounts" because I had two email addresses (so what?), but this alleged 'second' account shows up nowhere. My account settings show just one account with acct. number under 'free basic account'. Support attempted to put all the blame on me, and the whole thing reeks of a scam.
DERBY, KANSAS -- My husband and I sent in the DNA check swab tests...when they received them, they said they might have been switched as far as female/male so I sent them the ID numbers from each of our tests. When we received them back...they were wrong. My husband has many American Indians from both his mother and fathers ancestry. He has photos of his great-grandmother in her full Princess attire as she was a full-blooded Indian and Princess of her tribe.
His DNA test came back almost identical to mine and I have a French/Indian background. His had no American Indian heritage at all. Completely inaccurate result. Don't waste your money. I did contact them to complain with no response from them at all!
TEXAS -- I purchased a DNA "kit" from myheritage.com and submitted the requested cheek swabs back to them. I followed the progress of my kit on their website where I was informed about each step in the process. After several weeks, the "Manage My DNA" link told me there was a problem with the gender reported for the sample. I have no idea of what they are talking about since none of the information they requested asks for my gender and I never reported my gender.
I called the website's telephone number for the USA many, many times. I was placed on hold and told my place in line was 19, 18, 17 and so on. When I got down to place number 2, my placing froze and I was never able to talk to anyone. I left voice mails asking for a call-back to try to resolve the problem (they offer that option), but no one ever called me back. At this point, I am frustrated as to what to do. I would simply like to get my money back so that I can utilize a more reputable/reliable service.
I purchased three DNA kits for Christmas gifts. The purchase was smooth and I received the DNA kits without a problem. The problem came after I mailed off all three kits. The company only received one of the three kits. I personally carried them to my local post office and paid extra for tracking them to ensure delivery. MyHeritage could not locate or explain where my other two DNA kits were and could not provide a number for upper management. I called the US customer service number 4x's. Each time I called, I spoke with a representative in Australia and/or New Zealand.
Finally, the last representative I spoke with named Pauline took care of my request for a full refund of $213. She was the only Rep. for that company that took the time to listen and comply with my request. I did receive my full refund within two business days. Overall, I think the company is legit. They have a tracking system for when "they" send out the kits to you, but there's no way to track the kits after you send it back. They only update their website when the kit hits the lab. Mind you only one of the three kits that I returned made it to the lab.
One of the four Reps I spoke with... Lied to me about his employee ID # and actually asked his co-worker how he could get rid of me? This while I'm on the phone with him. WTF! I guess, my concern about my missing two DNA kits was a nuisance to him. Thank you Pauline for your professionalism and for caring. Most importantly for refunding me my money. So you decide if you want to move it forward with your purchase with this company.
WORLD WIDE, CALIFORNIA -- I had trouble receiving my kit, it was sent to me. I tracked it and it said the post office delivered it to my mailbox. But it wasn't there. Hmmmm. Talked to the post office and they told me it was there. My wife ordered one too. Neither one of us received it. Hers was to arrive the day before mine. That's a 50 50 chance of getting at least one! Anyway a conversation with Yehudah in support and they're sending my wife and I another one. Pray that the mail service gets this one right!!!! Waiting with both fingers crossed.
I was new to building an online family tree on MyHeritage. All was going well until I suddenly could not access some names I had just input. Thought it was a technical problem. So called the support team. Estefanny was extremely friendly and helpful and explained where to locate what I had presumed were missing entries.
My tree was growing so quickly due to their amazing Smart Matches, Record Matches and Discoveries, that some had been grouped by name elsewhere and could be easily accessed via a drop-down file and immediately brought onto the screen in their part of the tree. Thank you support! They were fast, cordial and great to deal with. MyHeritage is quickly becoming my favorite online genealogy program!!!
Be very wary of this organization. They put additional charges on your credit card without approval. So far in the last 2 weeks I have had $380.57 AUD in charges from this company. The full package is $215, which I signed up for, but since then an additional $171.59 has been deducted. Requests for answers have gone ignored. Overall this seems to be a fraudulent organization.
I regret to find your complaint here and we are sorry for the misunderstanding.
Your case has already been forwarded to upper management and is being handled with very high priority. I see that a full overview of the issues you report along with a full refund has been written to you on the 22nd of April.
We again offer the most sincere apology for any frustration this may have caused.
Our record shows we have yet to receive a reply from you but if you indeed have any further questions, please feel free to reply to that e-mail by all means.
NORTH CAROLINA -- I was having trouble viewing the screens on MyHeritage site and contacted the Help Dept. They listened and asked good questions and gave me clear instructions. Within 24 hours they supplied me with information so that I could properly view the screens. It was not an issue on MyHeritage website... it was my lack of computer skills in that I was viewing the screens very zoomed (enlarged) and learned how to adjust the zoom to a reasonable viewing size. Very helpful.
I misunderstood the information crediting my remaining Premier subscription to the cost of Premier Plus. What was shown was the additional cost not the total cost. I queried the transaction with the MyHeritage Support Team (Avshalom) who explained my error. I followed with a request to revert my subscription to Premier and credit my payment, which was quickly done without any fuss. A no nonsense approach to rectify a simple misunderstanding and credit the error. My credit was in my bank in three days. Excellent service!