MyHeritage.com Customer Service Issues

I am Fumasoni Emilio, the owner of contract no. [redacted]02. I recently noticed a charge on my account for a plan covering January 5, [redacted], to January 6, [redacted], totaling €[redacted].78, VAT included. The monthly cost of €16.60 seems significantly different from the pricing information provided, indicating a range of €5 - €11 per month for the services. I am curious about this discrepancy and the application of VAT, especially as the company is based in Israel, not Italy. I request a correction of the amount charged, an explanation of the fees, and a revised invoice reflecting the accurate monthly cost. If unresolved, I may escalate this matter. Please reply in Italian and contact me at +39 [redacted]. Thank you.

I believe I canceled the auto-renewal for my subscription last year. However, I received an email on 1/6/21 stating my subscription was extended for $[redacted]. I've attempted to reach someone from billing but can only leave voicemails. Emails have gone unanswered, and it's now the third day without a response. In the past, reaching someone was never an issue. I require my subscription to be canceled, and a full refund issued. Confirmation that my concerns are being addressed would be appreciated. - R. Sifuentes

Hello, I have tried reaching out through the automated voice system but haven't received a response yet. Amidst a family member's battle with Covid, I unintentionally let a free trial convert into a one-year subscription, which was charged to my account. Under the current circumstances, I kindly request a refund for the subscription and to cancel it promptly. Regrettably, I forgot to cancel the trial in due time. Your assistance in resolving this matter would be greatly appreciated. My account number is [redacted], and my name is Holly Fae. I recently received a notification from PayPal regarding the payment, which has added to the complexity of the situation. Thank you for your understanding and support during this challenging time.

I recently discovered that £56.40 was deducted from my account for a subscription to My Heritage. I believe I must have mistakenly confirmed this transaction on my phone, as I would not have knowingly approved such a substantial amount. As I rely on disability benefits, this deduction has left me with only £10 for the next ten days, with bills for gas and electricity still pending. I kindly request a refund of the amount taken back to my bank account to cover my essential expenses. My name is Mr. Jason Harvey, and I am hopeful for a prompt resolution to this matter. Thank you.

I am writing to address an issue I encountered after taking a DNA test on your website. Upon reviewing my results, I noticed that my DNA estimate did not update despite the company's recent changes. Unlike other users whose results showcase multiple ethnic groups, my results only displayed one region. I attempted various troubleshooting methods such as adjusting settings and even considering purchasing a new kit, but to no avail. I suspect that the limitations of my mother's DNA knowledge, as she has not been tested, could have affected my results. Consequently, I'm reaching out to seek assistance in resolving this discrepancy. While I understand this may not be urgent, I value the accuracy of my DNA analysis and hope for guidance on how to proceed. For reference, I utilized a different account to conduct the DNA test with the email [redacted] and the kit reference MH-7C3M8Y. Thank you for your attention to this matter.

I have noticed an error in the estimated relationship between Bryan Jenks and me in my DNA results. Bryan Jenks is actually my nephew, not a cousin. This relationship is due to the fact that his grandmother is one of my father's older sisters, making him a direct nephew. Bryan also has an Aunt Nancy Maxwell who is the daughter of my Uncle Charles Jenks, further solidifying the family connection. His mother, possibly a second cousin, is related to me through my Aunt. These details should be corrected in my records on MyHeritage for accuracy. I appreciate your attention to this matter, as it is important to have the correct family relationships displayed in my DNA results.

I requested to temporarily close my account due to a security breach by a hacker. Now that my laptop is secure, I need to regain access to my account. All I need is to reset my password, but I am unable to do so because I do not have my customer code since I cannot log in to retrieve it. I have my DNA number MHCB2277 for verification purposes. Please contact me via phone call or text as I will be in a location without WIFI. I will have WIFI access in the morning when I can follow up on this matter. Best regards, Terry H.

Hello, I am currently facing issues with accessing My Heritage. After securing my site due to a virus problem detected by McAfee security, I am now unable to log in because I am not receiving the authentication code needed to reset my password. Despite planning to upgrade to Premium and having my DNA number ready, I can't locate my account number. This situation is frustrating as I can't access my account or find the necessary information in my emails. Your prompt assistance will be greatly appreciated, as my wife and I are eager to utilize the services we recently paid for. Thank you. Terence David Haddon and Jacqueline Diane Haddon from England.

Account ID: [redacted]71 - Invoice No: #[redacted]2. I created a "Bradshaw with notes" webpage with approximately [redacted] names. I made a payment of AU$[redacted].95 on January 5th, [redacted] for a Complete Plan. During a discussion with Daniel, it came to light that I had another site with only [redacted] names. He mentioned canceling the smaller site to focus on the main one. Despite this, when trying to invite friends to the [redacted] name site, it prompts me to upgrade as I'm still on a Free Basic Plan. I'm puzzled as to why my site isn't connected to my Plan. Requesting assistance in linking the site and deleting the old ones, as I might have unintentionally deleted the "[redacted] name" site a while back and started a new one. Keeping the [redacted] name site would streamline access for my friends. I have provided my relevant details. Appreciate your support. Regards, A. McSparron. Email: [redacted].

I have already contacted Google, and they have informed me that the payment has been processed and sent to the app developer, MyHeritage. Despite being charged for an annual subscription, I do not use, am not aware of, and have no interest in this app. I used it briefly for a trial and deleted it promptly. However, I was unexpectedly charged 4,[redacted] pesos for it recently. Despite reaching out to both Google and MyHeritage, I have not received any satisfactory responses. Google suggests they are responsible for issuing refunds. According to the heritage policy, I am entitled to request a refund within 30 days of purchase. I urgently seek assistance in resolving this matter, as I find it unfair to be charged for an unused app. I am hopeful that someone will address my concerns promptly to process my refund. Thank you.

I have been unsuccessful in canceling my subscription despite numerous attempts. There was an unauthorized request for £[redacted].80 from my bank, which was flagged as suspicious and canceled. After contacting customer service, a representative initially tried to dissuade me but eventually agreed to cancel. However, a week later, the same amount was debited from my account again. Upon trying to reach out, I discovered the original contact number had been changed without providing the updated one, leading me to the website which had an unresponsive phone line. This lack of communication is frustrating, and I hope this email garners a response. I kindly request a prompt resolution to cancel future charges as I have been unable to utilize the service due to health reasons.

I am struggling to cancel my subscription. £[redacted].80 was withdrawn from my bank account, prompting my bank to cancel the transfer due to suspicion. After contacting customer service, a lady initially resisted my request but eventually agreed. However, a week later, the same amount was deducted again. When trying to reach the previous contact number, I was directed to the website for a new number but encountered only a busy signal. It seems challenging to connect with your customer service. Please address my request promptly and cease future charges for a service I do not wish to use. Given my health condition with long COVID, managing these issues is difficult. Additionally, I have been unable to utilize the service due to my health and technical difficulties in uploading information to my account.

I unknowingly made this purchase and only realized it later as I already use Ancestry and Geni. With limited time for genealogy at my age, it was a surprise to see a charge of $95.41, expecting it to be around $50. After finally locating the receipt in my PayPal account, I discovered the charge was from MyHeritage. Although I signed up in January, my membership was not active when I tried to access RootsTech in March. The unfamiliar system and my forgetfulness due to life's stress have left me unable to use the service. I am kindly requesting a refund of the $95.41 Canadian funds paid and cancellation of the membership due to the confusion and stress it has caused. Your assistance in resolving this matter is greatly appreciated. Thank you. Sincerely, Joyce S. 41-[redacted] Tetayut Rd. Saanichton, BC V8M 2H4 Receipt: MyHeritage Ltd - $95.41 CAD Jan 1, [redacted] Automatic Payment Payment Method: PayPal Balance: $1.88 CAD RBC Visa Reward Plus VISA Credit Card x-[redacted]: $93.53 CAD Reference: "PAYPAL *MYHERITAGEL [redacted]"

Hello, I am writing to seek assistance regarding the frozen access to My Heritage on my family web page. Recently, my bank alerted me to a potentially fraudulent withdrawal related to a My Heritage payment of £[redacted]+VAT (£[redacted] total). While away, I was unable to confirm the validity of the charge, causing my payment card to be blocked and inaccessible. After resolving the issue at my bank, I reached out to My Heritage through their office contact provided by Simone, who directed me to Bobby in Cork. Bobby, a representative from My Heritage, explained that the subscription cost had increased due to accessing a higher service tier. He kindly offered to switch me to a more cost-effective premium plus level, along with an additional three months of membership as a gesture of goodwill for the inconvenience caused. Despite our conversation and agreement on the adjustments, I am yet to receive any communication or restored access from My Heritage, which is concerning given the prevalence of scams nowadays. As a long-time member, I would appreciate urgent attention to restore access and confirmation regarding the revised subscription details to alleviate my apprehensions. Thank you, Ken M.

My name is Roger Seay, and you can reach me at [redacted] After my computer crashed and was replaced, I ended up with two My Heritage accounts: one under "roger seay" with [redacted] names and another under "roger franklin seay" with [redacted] names. I need help consolidating these accounts and setting up my primary account correctly on my desktop. I am having trouble accessing match notifications due to this issue and need guidance on syncing the larger file. I am not very experienced with computers, so any assistance you can provide would be greatly appreciated. Thank you for your help. - Roger Seay

I have several questions: - In my account, I have created 2 trees: one for myself and one for my spouse. When I check in the Tree/Manage Family Trees tab, I notice that my spouse's tree is set as the default tree. How can I change this and make sure that my tree is the default one? - I work on Mac computers (iMac and MacBook Air) and use Safari as my browser. When I try to retrieve my DNA data, I get a message saying that the file download is not supported by my browser (Safari). What should I do to retrieve my DNA data? - Only direct parents appear on the trees, how can I display all individuals on the tree (spouses, children, and their partners)? Thank you for your response C. KLEIN

Beste Chris, Ik heb opgemerkt dat uw MyHeritage-account zojuist is geopend vanaf een nieuw apparaat of een nieuwe locatie: Chrome op Mac | Frankrijk (54.37.[redacted].[redacted]). Als u dit was en onlangs heeft ingelogd vanaf een nieuw apparaat of een nieuwe locatie, is alles in orde en kunt u deze melding negeren. Als u dit niet was, kan uw account mogelijk in gevaar zijn. Ik heb mijn wachtwoord gewijzigd en dit gemeld aan de MyHeritage klantenservice, zodat ze kunnen controleren of mijn account veilig is. U kunt op elk gewenst moment de lijst met de vertrouwde en ingelogde apparaten in uw account bekijken en beheren in de Account instellingen. Met vriendelijke groeten, Het MyHeritage team

I recently received an email about myheritage.com notifying me that my previously free trial was set to renew. Regrettably, due to being at the hospital supporting my daughter through cancer treatment, I missed this notification. Upon returning home, I discovered the renewal cost exceeds $[redacted]. I made several unsuccessful attempts to contact customer service via phone and email to cancel the renewal. While I successfully stopped future auto payments, I am unsure how to halt this specific renewal. Your guidance on how to cancel this renewal would be greatly appreciated.

I noticed a pending charge of $[redacted] to my checking account scheduled for 9/20/21 which I did not authorize. This would result in an overdraft. I will contact my bank and cancel the card as someone has accessed my account information for unauthorized charges. I can be reached at [redacted] Is it possible to determine which My Heritage account this payment was associated with? Please provide any relevant details. Thank you. - Leslie M.

Good evening, I am Franco Di Felice. I apologize for any inconvenience. I am a self-taught elderly individual with a low level of education and no knowledge of English. I kindly request assistance with my account settings. I am not receiving email reminders for birthdays and wedding anniversaries as requested. Additionally, the photos of registered family members from the Genoom tree link I imported are not showing. My ID is [redacted]. I would be grateful for any help you can provide. Best regards.