198 Customer Reviews
Review from Wendel O
1 star11/18/2024
Subject:** Complaint Against MyHeritage for Unauthorized Yearly Subscription Charge **To Whom It May Concern,**I am writing to file a formal complaint against MyHeritage regarding an unauthorized charge of $165 for a yearly subscription, which I did not sign up for. I initially signed up on **October 7th, 2024**, to purchase a *** kit only, not for a subscription service. However, after the free trial period ended, I was charged $165 for a yearly subscription that I did not authorize.### Details of the Complaint:- On **October 7th, 2024**, I signed up with MyHeritage solely to purchase a *** kit and did not agree to or select any paid subscription option.- After completing the *** kit purchase and after the free trial period ended, I was unexpectedly charged **$165** for a yearly subscription on **November 7th, 2024**.- I immediately canceled the subscription on **November 7th, 2024**, the same day I noticed the charge, but I am still being charged despite this cancellation.- I have contacted MyHeritage customer service to dispute the charge, but I have not received a satisfactory resolution or refund.### Desired Resolution:I am requesting the following actions:1. A **full refund** of the **$165** charge for the unauthorized yearly subscription.2. **Immediate cancellation** of any active subscriptions tied to my account to prevent further charges.3. A **clear explanation** of MyHeritages subscription policies, especially regarding automatic renewals and how they handle free trials, as I was not informed that signing up for the *** kit would result in an automatic subscription.I did not sign up for any subscription service, and I believe this charge was processed in error after I canceled the subscription. I trust that BBB will assist in resolving this issue promptly.Thank you for your attention to this matter. I look forward to a swift resolution.Review from Madison H
1 star11/04/2024
I have requested a refund multiple, MULTIPLE times with absolutely nothing. I keep being told a *** will reach out to me and it could take up to 7 days. Well its been 2 weeks and nothing. I reached out again last week and the said it would be marked as urgent and I would hear a response within 2 days; still nothing. I reached out again today and they give me the same response. If this was a $10 charge it would be whatever, but this was $150 for a yearly subscription. I havent even received my results yet, cmon! I just want a refund. I didnt think to go back in a cancel. Im super disappointed and not even excited to get my results anymore. It would be wonderful if somebody would reach out from the company, but nobody ever does. Based on all of these other reviews I am not the only one having a problem.
MyHeritage (USA) Inc. Response
11/06/2024
Dear Madison,
Thank you for bringing this to our attention.
Please note that this has now been taken care of and in addition to this reply, you will also be sent a notification email to your registered email address.
Should you require any further assistance, then please feel free to reach out to me from your registered email address to **************************************** and I will gladly assist.
Kind Regards,
****,
MyHeritage Team.
Review from Stephanie M
1 star11/01/2024
Do not do the free trial. I tried on 10/7/24. Tried to cancel on 10/8. 10/12, and again 10/17. ******* to see where to cancel only stated my ****** pay. There was no subscription. On 10/22 the company went through my ****** acct. To access ****** FOR WHAT! contacted ******, strange but they said no worries. But again on 10/28, My Heritage prompt ****** again. Finally after a invoice I was able to contact someone after finding phone number on BBB Website. Still waiting on phone call feom refund ****MyHeritage (USA) Inc. Response
11/03/2024
Hello *********,
Thank you for bringing this to our attention.
Please find that this has now bee taken care of and a refund has been issued to you. In addition to this reply, you will also receive a notification email to your registered email address.
Kind Regards,
****,
MyHeritage Team.
Review from Ollie H
1 star10/29/2024
Last year I signed up for a free trial but when I found out they only have yearly billing I realized I couldn't afford it. When I tried to cancel it was very difficult to find but I thought I cancelled it. Then I found out I was charged for a full year. I contacted them and was offered 40% off but was denied a refund. I didn't feel like fighting with them so i took the deal. Now, a year later same thing happened. I tried to call the number but only got an automated voice asking for my account number. When i typed it in, it disconnected. I tried this 3 times. Then I emailed them and was told I can cancel in the app. When I did so, it confirmed my cancellation and said it would end in 2025 and that they would not refund my money. They did offer another 60% discount but I'm sooo done!MyHeritage (USA) Inc. Response
10/30/2024
Hello *****,
Thanks for bringing this to our attention.
I was able to locate your account and have now taken care of this for you. A notification email has also been sent to your registered email address.
Should you require any further assistance then please reach out to me from your registered email address to **************************************** and I will gladly assist.
Kind Regards,
****,
MyHeritage Team.
Review from Michael L
1 star10/29/2024
I did not want want to purchase my heritage at all. It was by mistake and I requested 4-6 times to have a refund,and, I never got one. Someone did email me back saying they would contact me ,but, never did. I am about to call the police because NOTHING working. I just want my 120 dollars refund asap. Terrible serviceMyHeritage (USA) Inc. Response
10/30/2024
Hello *******,
Thank you for bringing this to our attention.
I have been able to locate your account and also your email. I will personally reply to you via the email.
Please be on the look out for an email from **********************************************.
Kind Regards,
****,
MyHeritage Team.
Review from Julie P
1 star10/28/2024
I think you should pay me back what you took from me, illegally. I signed for a free trial. Free trial on Oct. 8, 2024 canceled on Oct 9th, 2024. And you charged for a subscription(1 Whole day)$129.00 was charged to my card. Free trial what was only 1 day. You are a scam, total scam. This company should be shut down. I inherited **** just by reading you website. If I had a dead fish right now I would slap you with it.MyHeritage (USA) Inc. Response
10/30/2024
Hello *****,
Thank you for bringing this to our attention.
Id be happy to assist you. However, I couldn't locate your MyHeritage account in order to further investigate the matter.
Kindly reach out to me using your registered MyHeritage email by sending a message to **************************************** and Ill gladly assist you further.Review from Kristin A
1 star10/24/2024
THEY WILL CHARGE YOU EVEN IF YOU CANCEL THE FREE TRIAL BEFORE THE EXPIRATION . I tried the free trial and decided to cancel a week before the end. I never got a confirmation email but didnt think much of it until I was charged anyway. My mom had the same experience which if I had known I would never have done it. I requested a refund the same day I was charged and waited to be contacted as the website instructed. After 7 days I still hadnt been contacted and I tried reaching out. I was emailed back that someone from billing would call. Another 2 weeks and still no contact. I tried calling and was told they would flag my account to have someone call me that day because they cant issue refunds through the call center. However my mom said the same thing happened and she never got a call. So I called again and basically they said there wasnt a way to transfer me to billing. I sent so many request refund emails through their website it eventually blocked me. While waiting on the phone to be transferred to a supervisor I was hung up on and a minute later I had an email telling me about my refund. If I hadnt sent all those emails I really dont think I would have gotten the refund. The website is hard to navigate and you have to upgrade to really do anything during the free trial so theres no point to the trial. After this experience I do believe this company is sketchy and fraudulent. The fact I never got a confirmation email and then got charged is seriously not ok. How this company is still in business after stealing peoples money is beyond me. AVOID THIS SERVICE! ************ is a much better option.MyHeritage (USA) Inc. Response
10/27/2024
Hello *******,
I am really sorry to hear this happened. I was able to locate your account and I am pleased to see that the issue was already solved by my colleague.
Should you need further help, please do not hesitate to contact me from your registered MyHeritage email to ********************************************************************.Review from Janet F
1 star10/18/2024
This company has business practices that are sketchy at best. They are designed to catch you on the races edge of you trying to make connection with them to cancel your potential subscription. In my case, it didnt work for me, I looked at it for about 30 minutes and never used it. I tried on day 12 and day 13 to cancel and could not cancel, I managed the minute. The absolute minute that my bank account was hit for $162 and some cents to connect with somebody. I want to say possibly in the *********** who assured me that they would put my story immediately to the company, of course that never happened . I received two or three phone calls unfortunately, as I am unable to walk very well I never got to my phone in time and they dont leave a message or they dont leave her a phone number. The only number is the one that comes through on your phone and when you call back, theres a foolish message that says , responding to a phone call that they made to you no kidding! I finally got Somebody to respond after many days many many days and they offered me a 40% refund and the ability to use their site for a year, if I didnt use that site for the first 14 days, I dont want to use it for a year if they help themselves to my Bank account arbitrarily I certainly dont want to do business and use this service for a year and as I am elderly and live on $800 a month I would never agree to them taking 162+ dollars out of my bank account. I am outraged , it will take me a year to get over this financially I have not been able to pay my rent because of this, this is just very very distressing and it seems to be a deliberate method of obtaining money and not refunding it when somebody has nonstop written and called and tried to connect with a human being . They do not allow human activity with clients apparently in case somebody says the wrong thing, that is what Im assuming but that $162 has destroyed my world and I am so angry that I feel the need to have Some legal help.MyHeritage (USA) Inc. Response
10/20/2024
Hello Janet,
I am really sorry to hear this happened. I was able to locate your account and I am pleased to see that the issue was already solved by my colleague.
Should you need further help, please do not hesitate to contact me from your registered MyHeritage email to dean.vipsupport@myheritage.com.Kind Regards,
Dean,
MyHeritage Team.
MyHeritage (USA) Inc. Response
10/20/2024
Hello Janet,
I am really sorry to hear this happened. I was able to locate your account and I am pleased to see that the issue was already solved by my colleague.
Should you need further help, please do not hesitate to contact me from your registered MyHeritage email to dean.vipsupport@myheritage.com.Kind Regards,
Dean,
MyHeritage Team.
Review from Bill K
5 stars10/13/2024
Easy to use and great software and decent support.I have been a member for about 8 years.Review from Marcia K
1 star10/11/2024
These are complete fraudsters! I tried for a week or so and cancelled my trial subscription before the cancellation date. Received a "sorry to see you go" email. Four days later I received a charge for $142.35 for a year's subscription using an email account I almost never use, and I most certainly never use it to sign up for anything. Called them five days ago and they said someone would call me that day. Surprise! no one called. Called again this morning and we'll see if anyone calls back. Also, shame on ****** for authorizing this fraudulent charge.MyHeritage (USA) Inc. Response
10/13/2024
Hello Marcia,
Thank you for bringing this to our attention.
Please note that this has now been taken care of and a full refund has been issued.
In addition to this reply, and when the refund processes, you will also receive a notification email to your registered email address.
Trusting this has proven useful to you.
Kind Regards,
Dean,
MyHeritage Team.
Customer Review Rating
Average of 198 Customer Reviews
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