MyHeritage.com Customer Service Issues

I placed an order for DNA that was shipped to my address on 21/04/20, but I never received it. I have tried calling and left a message for them to call me back, but I haven't received any response. I called again, and the waiting time is incredibly long. The DHL courier has informed me that there is no record of my parcel. I received a message saying the tracking number provided cannot be located. I have been advised to verify the accuracy of the tracking number and track again. If there are still no results in a couple of days, I should contact the merchant for further assistance. What should my next steps be?

Good evening, I am writing regarding my elderly father, age 86, who unfortunately opened an account on your website while dealing with advanced dementia. Although it was heartwarming to see him engage with technology briefly, he now has no memory of this, including his username, password, or how to access the account again. Can the funds be refunded to his checking account as he never logged on? As his legal power of attorney, I realize we need to secure his debit card. The transaction appeared on his bank statement dated April 8, [redacted], under MyHeritage with the number [redacted] UT. His name is Robert Lambert. I apologize for any inconvenience and hope to resolve this matter promptly. Best regards, Brook Mecham

I have a complaint I'd like to address. Waiting for an overseas email isn't ideal, so I'm requesting a refund for the amount deducted from my account. I prefer electronic communication but need a specific time and date considering the time zone difference between New Zealand and the AK. My name is D. Hadfield, and you can reach me at [redacted] or radar36gmail.com. Regarding the free connection offer in honor of Anzac Day NZ Military, I was disappointed when the research requested money after I provided my credit card details for the free option. The charge of NZ $[redacted].50 was unexpected as I canceled the paid research on the same day. I am seeking a reversal of this charge. Thank you, D. Hadfield.

I noticed a charge of $[redacted].06 on my bank account on May 1, [redacted]. I need clarification as to why this charge was made. I originally paid for a monthly subscription to access information about my deceased brother that ended up not being available. However, I was charged an extra $[redacted].06 on top of the subscription fee. I find this situation frustrating and unacceptable. Please provide an explanation for this charge and process a refund promptly. - P. Grant

I am a 57-year-old disabled widow with brain damage. I must have misunderstood your offer, as I cannot afford the $95 charge, nor did I want your service. I do not know how it got on there or why, but I need the $95 refunded. I live on $[redacted] a month, and my rent is $[redacted]. I cannot risk being homeless. I am struggling to reach you and your handling of this situation is unacceptable. Please contact me urgently at [redacted]. If I do not receive a phone call, I will escalate this matter to the Inspector General, my congressman, and the Better Business Bureau. I am considering reporting this as wire fraud. All I am asking for is a refund as I did not sign up for your service and did not authorize the charge on my bank account. Thank you. I will continue calling until I speak to someone.

I have a couple of suggestions for some slight improvements. I am using the Windows desktop program and the "Match" button on the ribbon. 1) It would be helpful to have a sort direction on the Matches (possible on the Names as well). Personally, I prefer dealing with the small number of Matches first, but having to scroll to the bottom of the list when you have [redacted]+ people is cumbersome. 2) Currently, only the Confirmed number is shown under the Matches, it should show the Rejected as well to avoid confusion. 3) It would be very useful to be able to only display the un-Confirmed and Un-Rejected matches. Possible Bugs: 4) I often see 1 match next to a person, but upon inspection, there is nothing except my tree line. 5) Following up on point 4, after hitting the "Sync" button and then clicking "Update," the missing line appears. 6) I sometimes have to "Sync" between doing matches to view the match details.

Your system continues to disappoint customers. It is important to prioritize service for success. --- Dear Paul, I am unable to confirm the Smart Match as I am not directly related to the Lovett Family, only connected through Harry Lovett who married my aunt Martha - my mother's sister. Here are some contacts you could reach out to for more information: Geoff Lovett from Maryborough, Thelma from Camperdown, and Bob Lovett from Ballarat. I believe the family share farmed near Camperdown and Harry built stone walls during the depression. He later became successful by running a milk business in Maryborough, where my father built the dairy and pasteurization plant for him. They accumulated property and land over the years. Kindly ensure patrons have access to assistance. Thank you for passing this message along. Warm regards, John

I recently discovered unauthorized charges on my bank account from My Heritage, totaling £[redacted].99. Despite not being a member or having any interest in genealogy, I continue to receive emails addressed to a different person. When I called My Heritage, they informed me they can't discuss the account with me due to the name discrepancy and requested sensitive bank statement photos. I declined sharing this information over the phone. Now, I'm attempting to reach them via email with the requested details, but I can't locate their contact information. This situation is causing financial strain given the current circumstances surrounding the pandemic.

I received my credit card statement from my Chase account last week. There is a charge for $[redacted].50 from My Heritage on July 15, [redacted] on my account. I do not have an account with My Heritage and I did not authorize this payment. It has been very frustrating trying to get in touch with you, and my credit card company is also aware of the issue. I am eagerly waiting for a response from you.

I have encountered issues with the recent communication and transactions related to my heritage account. The problem started with a telephone call from the Israel office offering a special package which was later sent to me via email. Despite receiving numerous emails detailing the plan, a gift card, a change in password, and new discoveries, the problems persist. After contacting customer support to address these ongoing issues, I am still facing challenges. I am seeking a prompt resolution to these issues or a full refund and cancellation of the account.

Hello, I am inquiring if you have processed my sample using activation code number MH33L48H. I received results on a page that does not resemble MyHeritage's usual format. The summary provided only showed my ethnicity as "98.6% Finnish" in grey letters, lacking the detailed table with continents, percentages, and matches. To access further details, it was mentioned I need to pay €[redacted]. Additionally, the information was presented in Finnish instead of English, as expected. My contact email is [redacted], and I am known as Roosa Nyman. Thank you.

Dear Heritage.com Employee, I recently received an email informing me that my data account has been renewed, which I do not want. Due to my recent illness and inability to work, I can no longer afford this service. When I tried to contact the number provided during sign-up, I was redirected to a different site that was inaccessible from my area. It has been challenging to reach you by phone, and I am adamantly against the automatic renewal of this service on my credit card. If the data service is not canceled, and the charge is not refunded, I will have to involve my credit card company. My account ID is [redacted]51. I hope we can resolve this matter promptly to avoid any further escalation. Thank you for your assistance.

I recently discovered a charge of $89 on my credit card statement from BLS*MYHERITAGELTD. I tried contacting the provided phone number without success. After researching, I realized I had signed up for a free trial on MyHeritage but was unable to continue due to password issues. At 82 years old and with a wife who has health problems, I'm unable to pursue this further. Despite finding a different contact number, I was unsuccessful in reaching anyone. I came across your mailing address after a difficult search but still couldn't find resolution. I am requesting a refund for the charge and cancellation of any future fees, as I cannot continue my membership. I mailed this request on October 17, [redacted], to My Heritage, [redacted] W Executive Pkwy Ste [redacted], Lehi, UT [redacted]. Sincerely, Ken Johnson

I recently subscribed through FamilyTreeDNA for a 55% discount on a MyHeritage subscription. I made the payment on Monday, but I have yet to receive any information or access to my new account. Despite contacting the support team, I have not received a resolution and they mentioned escalating it to the billing department. It's been a frustrating experience not getting any membership details. I am eagerly awaiting a prompt response on the status of my subscription. If I do not hear back by tomorrow, I will have to consider contacting my bank for a chargeback on Friday. Thank you.

Subject: Membership Renewal Inquiry Dear Administrator, I am interested in renewing my account using a gift membership. My user account is [redacted]21, and I would appreciate guidance on how to proceed with this process. Looking forward to your prompt response. Warm regards, Zoltán Gottlasz --- Subject: Purchase Summary Article Number: [redacted] Item: 1-year Full Package Gift Membership Recipient's email: [redacted] This membership is one-time and non-renewable, costing € 99 + € 26.73 VAT. Please find the attached invoice. Best regards, The MyHeritage Team If you need a refund for the unused code, could you please clarify the procedure for that?

I received a notification from Tree Consistency Checker stating that there are two issues in my family tree. However, I don't remember adding my family to a heritage site, and the information on the items mentioned is incorrect compared to what I have in my tree. I haven't downloaded anything to Ancestry; I only have DNA results there. To correct this, it seems the only option is to provide my family group sheets or speak with a representative. My family tree is labeled as Blodgett on the checker, but it should be under the Austin family tree. Thank you.

A few years back, I was once your customer and recently noticed an unauthorized charge of $[redacted].00 for a product I didn't purchase. I am seeking an immediate full refund. This is now my second attempt to reach out to you without any response. Regrettably, every customer service number I've dialed appears to be nonfunctional. The recorded message indicates that I am not within the calling area, which is unclear to me. In light of this, I've taken the step to dispute the charge with my credit card company.

I used MyHeritage a while back but never completed my review. Now, I want to revisit the information there and consider whether to receive notifications about potential matches. When I try to log in, all I see is a spinning loading wheel in the upper left corner. My site is Halsel-Halsell. Any assistance would be greatly appreciated. Thank you. Also, the phone number provided does not seem to be applicable in this area.

I need assistance with a charge on my credit card for $[redacted] that was supposed to be removed. Despite being assured by your representative that it would be reversed, it remains on my statement. The charge was made on Nov 24, and I requested its removal on Nov 25 as the service is not one I wish to retain. Kindly process the reversal promptly and confirm via email. In addition, considering the delay, it would be appreciated if you could include something extra for the interest incurred. Thank you.

I am having an issue with myheritage.com. They debited $[redacted] from my bank account. The website is currently down with a note stating it will be back up soon. When I called the phone number, it said it is not available in my area. I am seeking a refund of $[redacted] back to my account. I have a reference number from an email I sent them: #[redacted]19. I don't have a my heritage account currently. I initially had a free trial but decided to remove my information as I couldn't figure out how to cancel. Recently, I tried to log into my account, but they claim not to recognize my email address. I am unsure of what steps to take next. Your assistance in this matter would be greatly appreciated.