MyHeritage.com Customer Service Issues

From: P. Ciambrone <[redacted]> Sent: Sunday, August 28, [redacted] 12:20 To: MyHeritage.com <[redacted]> Subject: Clarification Regarding 08/28/22 Debit - P. Ciambrone - Account Canceled on 08/14/22 Attached is your email from 08/14/22 confirming the cancellation of my account on the same day. The account was a trial, and since it did not provide the expected data, I proceeded with its cancellation. I have also attached a notification from my bank today, 08/28/22, confirming the payment of [redacted].39 euros to you. I kindly request a refund of the amount to be credited back to the same card from which it was debited. Please confirm that there will be no further charges, considering the account was canceled on 08/14/22. Looking forward to your prompt response. P. Ciambrone

I kindly request a refund of Euro 68.73 as I did not intend to subscribe to your services. I was only interested in the free trial and did not authorize a subscription. I would appreciate it if the refund could be processed via PayPal, as the payment was made automatically and not in relation to any specific order. Following the standard satisfaction policy for online services, I ask for the contract to be terminated immediately, and the refund of Euro 68.73 to be issued. Thank you. - CA

I have a suggestion regarding an update for the Family Tree Builder desktop program. I am wondering if it would be possible to change the sync function in the Family Tree Builder to Import and Export. I often conduct my research both online and in the Family Tree Builder desktop program, depending on my needs at that time. However, every time I attempt to sync my work with my online tree in the Family Tree Builder Program, it prompts me to delete all the new information I have gathered through various matches on the internet. When I have multiple matches to work on, I find it more efficient to work online where I can open multiple tabs and move between them. This allows me to save each match and move on to the next one seamlessly. This process enables me to accomplish more work compared to using the program alone. It can be quite frustrating to lose all the new information I've added to my online tree due to this syncing process. I appreciate your consideration in potentially implementing this change to the Family Tree Builder program. -Cheryl

Dear Team, I am writing regarding a charge of $[redacted].59 that was made. I attempted to log in but received a message stating my email does not exist. When I used the "forgot password" feature with the email [redacted], I did not receive the reset link in my email. I had signed up for a 14-day trial and forgot to cancel before being charged the substantial amount. I have no email record of this charge, and it caused a declined transaction while shopping. I kindly request a refund for the charge since I am unable to log in to cancel the subscription. I apologize for any inconvenience and appreciate your assistance. Please respond promptly. Thank you.

Hello, I ordered a set from MyHeritage on December 1st and paid €45 through PayPal. I later canceled my subscription when I decided I no longer wanted it. However, on December 9th, I received the package, and now I wish to return it to get a refund. Despite sending numerous emails, I have not received any responses which is frustrating. I am disappointed with the lack of communication and support. Unfortunately, I deleted my account on MyHeritage after canceling the subscription. My details are as follows: Name: Haya Z. Email: [redacted] Address: Karlsaurmann Strasse 6, [redacted], Wangen im Allgäu, Germany I am willing to provide the bill to confirm my identity.

Dear MyHeritage, Yesterday you charged my bank account 51.[redacted] HUF for a subscription that I did not authorize and had no intention of ordering. On November 17, [redacted], I purchased 2 DNA packages as Christmas gifts. I also opted for a 1-month free trial of the "MyHeritage Complete" package when I made the order. I searched for information on when the free trial would begin on your website, but you did not provide this detail. Since I have not yet received the DNA results due to them being post-Christmas, I assumed the trial period would start upon result delivery, not upon ordering. However, you activated the free trial immediately after the order, leading to the subsequent subscription charge one month later. I did not intend to start the subscription. Recently, I was informed I would be laid off from my job on Jan 1, [redacted], due to the restructuring of the [redacted] budget. I have no savings as my salary is fully allocated to my mortgage and living expenses. The deducted amount equals 1/7 of my salary. Considering the circumstances, I kindly request a refund of the charged amount. Invoice number: #[redacted]3. Bank account: K&H, HU23 [redacted]4-[redacted]8-[redacted]6. Thank you for your understanding. Best regards, Krisztina Papp +3[redacted]

Je viens de remarquer en vérifiant mes comptes qu'un montant de [redacted],50 € a été débité de ma carte de crédit le 29/12/[redacted], alors qu'un an plus tôt, seulement [redacted],05 € avaient été prélevés. Le montant initial déjà élevé de [redacted],05 € pour la recherche généalogique m'avait semblé excessif, pensant qu'il incluait des frais d'inscription. Cependant, le montant de [redacted],50 € actuel est incompréhensible. Pourquoi ce montant ? C'est inacceptable pour un simple accès à l'arbre généalogique. Aucune explication, avertissement ou demande ne m'a été communiqué avant le prélèvement. Il serait approprié de fournir des explications et une justification aux clients. J'attends vos explications et demande un remboursement en cas d'erreur de votre part. Je prends également contact avec ma banque. En l'absence de réponse rapide et satisfaisante, je signalerai cette situation à une autorité compétente.

Hello, Mr. Penalba Rene Jean-Yves here. Account Number [redacted]. Phone Number +33 6 88 24 22 75. Email: [redacted] Address: 20 rue d'Angoueme, [redacted] Matha, France. I have a family tree on MyHeritage with approximately [redacted] people, including direct and indirect relatives. I would like to create a new tree with only direct relatives, possibly starting with myself and including only paternal and maternal lines with father/mother, i.e., line 1: 1 person (myself), line 2: parents 2 people, line 3: grandparents 4 people, line 4: great-grandparents 8 people, and so on. Is there a simple way to do this without manually deleting thousands of individuals? Thank you in advance for your response via email or phone. Best regards, Mr. Penalba Rene.

Hello, I am a French customer of MyHeritage. I purchased a DNA kit and was given 1 month of free services until January 9, [redacted]. Without prior knowledge that I could cancel, my full subscription started on January 10, [redacted], resulting in a charge of [redacted] euros. I have been trying to cancel the full subscription and request a refund through multiple emails for over a week, but have not received any response. An email I recently received stated my full subscription was not active, contradicting what is displayed in my MyHeritage account along with a confirmation email and invoice showing the [redacted] euro charge. I would appreciate your help in resolving this issue as the French customer service has been unsatisfactory. My customer account number is [redacted]. Thank you in advance!

I contacted your center on 18th January [redacted] at 16:37 UK time to address an issue regarding my father's account, reference number [redacted]. The Kit number is MH662KD4, and I have been managing his account with his consent. However, all his progress that was coming to me has suddenly disappeared. My account number is [redacted]31. I was informed it would be resolved within 24 hours, but it has now been over 72 hours since my call. I have not received a confirmation email, which is crucial for reviewing his results with other family members to verify the accuracy of your product. I want to confirm my email address, which I previously provided to your agent, and I'm resending it: [redacted] I am looking forward to hearing from you within the next few hours. Kind regards, Marie Morris

Good morning, I am Giancarlo Carcassi, account number [redacted]51. I am unsure if my message has been directed to the correct department. I have attempted to print the family book multiple times, but strangely, the photos of my family members are not appearing as attachments. Has an error occurred? Or have there been issues on your end? Can you assist me in viewing the photos in the book? I tried to check your support center but was unable to do so as it is in English, which I cannot translate. If this is not the appropriate department for assistance, could you please direct me to the right one and have them contact me at my cell phone number [redacted] or via email at [redacted] I appreciate your attention to this matter and would like a prompt response. Thank you. - Giancarlo Carcassi

I recently contacted customer service regarding a charge of $[redacted] that appeared on my account despite canceling the free subscription. I was assured someone would follow up within a couple of days, but I have not heard back. I need a refund as I never used the site; my nephew tried the free trial. I cancelled after he informed me, yet I was still charged. Please contact me at [redacted] to confirm that the refund is being processed. This is my second attempt to address this issue. Thank you.

Mi scuso, non parlo italiano. Oggi ho creato il mio account come Patrizia Oldani con il codice MH3VK68D. Ho commesso un errore con l'indirizzo email. L'indirizzo CORRETTO è [redacted] (NON [redacted], che non è valido). Vi prego di correggere direttamente queste informazioni o di farmi sapere come posso correggerle in italiano. Se incontrate difficoltà, sono disponibile a cancellare e reinserire i dati, mantenendo valido l'acquisto effettuato. Grazie per l'attenzione.

Hello, I need assistance, and I am hoping to keep my composure. I have attempted to cancel my subscription two times but spent almost three hours each time trying to connect over the phone. Unfortunately, during this difficult time when my mother passed away and I have been coping with that in the hospital, I have noticed that I have been CHARGED! This money is extremely important for me at the moment, and I have been charged for a service that I have tried to cancel in accordance with the provided guidelines. I kindly request an immediate refund of the charged amount linked to my account. Thank you.

Hello, I have a subscription that I signed up for at 08:10. I received this email on March 3rd: Subject: Welcome to your subscription From: MyHeritage Hello Analia, Your MyHeritage Complete subscription comes with many benefits for your genealogical research. Access to 19.4 billion records... I can't locate the account or the email I used to make the payment.

I am wondering about the minimum age requirement to use My Heritage. I recently turned 13 and would like to create a family tree for school and personal use. The website states that individuals born in [redacted] are eligible to sign up, which would include 13-year-olds like me. I have parental consent if that is required. I am eager to hear how I can proceed with signing up on the platform. Thank you for your prompt response. Seán

I was charged $[redacted].00 by MyHertitage on my debit card. I have tried contacting multiple numbers to resolve this issue but have been unsuccessful. I currently do not have an active email account and refuse to pay any additional fees to your research company. Please contact me at [redacted]. As a retired critical care nurse, I am concerned about this situation and may seek assistance from the elderly Ombudsman service in my area. Furthermore, I plan to consult with my lawyer regarding this matter.

Subject: Issue with Inactive MyHeritage Account Dear Sir/Madam, I am writing to address the ongoing problem with my blocked MyHeritage account despite my payments. I have made two PayPal transfers of [redacted].80€ and [redacted]€, totaling [redacted].80€ to MyHeritage on March 28, [redacted]. These payments were for the renewal of my subscription to access my family tree for INGRID BLAKELEY in France. As of now, my account remains inaccessible, despite the payments being processed. I appreciate your prompt attention to rectify this situation and restore access to my family tree. Best regards, Ingrid Blakeley

Dear Sir or Madam, I am writing to file a complaint regarding my blocked MyHeritage account despite my transfers: 2 PayPal transfers of [redacted],80€ + [redacted]€, to MyHeritage made with PayPal on March 28, [redacted], totaling [redacted],80€. This amount corresponds to the renewal of my subscription for access to my family tree: - INGRID BLAKELEY residing in France. Up to now, my account is still inaccessible, despite the payments being processed. Thank you for your prompt attention to restoring access to my family tree. Best regards, Ingrid Blakeley

Hello, Ingrid Blakeley here. I seem to have 2 different accounts. On 29-03-[redacted], I made 2 transfers (€[redacted].80 + €[redacted]) to MyHeritage for a subscription renewal. Today, 6-05-[redacted], over a month has passed, and I can't access my account. Despite multiple written complaints, my intermediary, Antoinette, has not resolved this. I'm still waiting for: 1) the merging of the 2 accounts, 2) and the activation of the account following the 2 transfers to MyHeritage. I hope to have this matter resolved via this message and receive your specific attention to resolve my long-standing issue. Thank you in advance. Best regards, Ingrid Adèle Blakeley TL [redacted] Email: [redacted]