MyHeritage.com Customer Service Issues

Hello, I am reaching out to discuss my situation and ask some questions regarding the return and results of my DNA test received on 17/03/[redacted]. Firstly, I would like to know the percentage of error and reliability that may be present in the results of analyzing your DNA tests. This question arises because the test results have left me completely puzzled. To explain, as far as I know, my father is of Greek origin, and my mother is of French origin. However, interpreting the results of my test, it appears that I have no Greek ethnic link (0%) but 62.2% Italian, despite having a lot of probable Greek DNA matches and no Italian matches. You can imagine my surprise. Therefore, I request explanations proving the reliability of your tests and inquire if it is possible for you to redo the analysis. I have investigated within my family, and all the information obtained confirms that my father's side is indeed Greek. Additionally, your map of Europe shows Greece in a circle, not Italy. Please consider my request, which is very important to me. Thank you, Mrs. Chantal Fayard DNA Kit MH-L777RQ Email: [redacted] I understand that DNA kits cannot be ordered in France now. How can I go about ordering one? Sincerely, 11/05/[redacted]

I recently received Invoice [redacted]0 for £[redacted].00 dated May 30, [redacted]. In early May, I attempted to cancel my active membership. I followed the online instructions to do so, reaching the final step where I indicated the reason for cancellation and submitted it. Despite this, I have been charged for a membership I no longer use. Unfortunately, I have deleted all information related to this membership, making it impossible to access or contact the MyHeritage website. I kindly request a refund for the amount deducted from my bank account.

I cancelled my free trial subscription on MyHeritage, and the website confirmed the removal of my subscription. However, today I received an email stating that £79.99 was deducted from my bank account. This unexpected charge has left me in a tough spot as I needed the money for upcoming bills. I am quite upset about this situation and would appreciate a refund from MyHeritage.

I am surprised by the cancellation fee you charge. This is the first time I have encountered this. It appears that your priority is collecting money rather than accommodating cancellations. I will share this experience with other users. Your services may only be accessible to wealthy individuals. Unfortunately, lower-income users may not be able to utilize your site due to your apparent focus on fees. It is important to consider that many individuals are not wealthy.

I am kindly requesting a refund of £56.40 that was deducted from my account today. I am affected by mental health issues including severe depression, stress, and anxiety, which prevent me from working. The only income I have is from child benefit for my daughter. I humbly ask for the refund as I am currently without food in my house due to my financial struggles exacerbating my mental health concerns. Name: Savina G. Address: 87 Sunny Heys, Meltham, Huddersfield, HD9 5PB Email: [redacted] Date of Birth: [redacted] Thank you, Savina

I recently tried a two-week trial of MyHeritage. During sign-up, I was informed that I would receive an email to decide whether to continue or cancel. Unfortunately, I did not receive this email and was surprised to find I was charged [redacted] euros for the service. After checking, I found the email in my social folder, which was unexpected. I am looking to cancel my subscription and receive a refund as I have only had the service for a few days and paid for it yesterday.

My name is Aleksandar Milovanovic, and I recently ordered a package from you. The order number is (#[redacted]). Unfortunately, I noticed that my package was shipped to the wrong address. The delivery address listed on my order is: [redacted] Deutsch-Wagram, Austria Franz Schubert Street 29 However, my package was sent to a different address that I do not recognize. I kindly request that you resolve this issue as soon as possible. Could you please send a new package to the correct address? Or is there a way to redirect the package that has already been shipped? I understand that mistakes can happen and appreciate your assistance in rectifying this situation. Please keep me updated on any progress or additional information needed. Thank you in advance for your help with this matter. I look forward to your prompt response.

I recently signed up for a free month trial with MyHeritage.com. Unfortunately, I didn't receive any notification when the trial period ended, and I was charged $[redacted] without warning. When I tried to contact customer service, the phone number provided was incomplete. I filled out a form to request a refund and cancellation but was surprised to see that they required an additional dollar to process it, which I did not agree to. I am seeking a refund for the unauthorized charge and wish to cancel my subscription. I never received any information regarding the billing. You can reach me at [redacted] Thank you.

I need assistance. I have been attempting to reach out to support at MYHERITAGE, but I am only receiving generic responses. On June 9, [redacted], I bought a DNA kit. However, upon trying to track it, I discovered that the kit was mistakenly sent to the wrong country. My address is in South Africa, but the kit was sent to Zambia instead. While both are in Africa, they are distinct countries. Despite my efforts, I have been unable to communicate with them effectively. Can you provide me with any assistance? Thank you.

I noticed that £79 was deducted from my account without my knowledge. This amount is crucial for my food expenses as I live on a minimal budget due to my disability. I unintentionally signed up for a subscription, not realizing the implications. I urgently need a refund as I have no funds left for essential items like food. My son only browsed on heritage, and we have no intention of using it further. I am currently struggling to block the payment and the bank advised me to request a refund first. Please understand my situation and process my refund promptly. Thank you.

I have decided not to continue my account with My Heritage after receiving a birthday gift. Recently, they charged my bank account for over £[redacted].00 without my consent despite my email confirming that I do not want an upgrade nor do I wish to make any further payments. My bank identified this as a recurring transaction, but I am reaching out to My Heritage to request the cancellation of this unauthorized charge. I have been informed that if the transaction goes through within the next 5 working days, I can dispute it with my bank in order to seek a refund from the company.

On Sunday, July 16, [redacted], at 4:49 PM, I, LM, wrote: My account ID is [redacted]. I am a 72-year-old retiree and currently unable to pay the subscription in one lump sum due to financial reasons. I will be able to do so in December when I receive the 13th-month bonus. For the year [redacted], I would appreciate setting up a monthly automatic transfer on the 5th. Looking forward to your kind response. Kind regards, LM.

My account ID is [redacted]42. I am a 72-year-old retiree and currently unable to pay the subscription in one lump sum due to financial reasons. 1^ OPTION: I can pay it in December [redacted] when I receive the 13th-month bonus. 2^ OPTION: I can set up a permanent direct debit (monthly automatic transfer), due on the 5th of each month, through BANCA INTESA SAN PAOLO DI TORINO. Looking forward to your kind response. Best regards, LORENZO MONZILLO

Subject: Refund Request for MyHeritage Subscription Dear MyHeritage Support Team, I hope this message finds you well. I am reaching out to request a refund for the recent subscription charge that was automatically renewed for my MyHeritage account. Initially, I signed up for the MyHeritage free trial, but unfortunately, I overlooked cancelling it before the automatic renewal occurred. As I do not wish to continue the subscription, I kindly request to cancel it and receive a refund for the charged amount. I acknowledge that this issue stems from my oversight, and I apologize for any inconvenience caused. I would appreciate your assistance in resolving this promptly. Your understanding and cooperation are valued. Please provide guidance on the necessary steps to facilitate the refund process. I am willing to offer any further details or verification required. Thank you for addressing this matter. I await your prompt response and am available for any additional information needed. Best regards, F.N. [redacted]

My bank account was unexpectedly charged by My Heritage for a subscription I did not authorize. After contacting my bank, they informed me that my account was compromised, resulting in the cancellation of my bank card. This left me without access to funds for a week. The issue stemmed from My Heritage deducting a large amount for a subscription I did not recognize, without sending any confirmation or warning. I'm distressed by this situation and the financial strain it has caused. I plan to seek compensation for the stress and anxiety inflicted by this incident. I'm currently unwell and undergoing tests, making this ordeal particularly unwarranted. I await your response, but if none is forthcoming, I will escalate the matter to the Ombudsman due to the challenges in reaching you.

My account ID is [redacted]81. I recently had my DNA, as well as my brother's, tested through your service. However, there seems to be an issue with the results. My brother's name on the DNA report has been replaced with his wife's name, Clara, which is incorrect. Despite numerous emails, this error has not been resolved. Please update this information in your database accordingly. My details: Full Name: Helen Marie Wood DOB: 08/07/[redacted] Birthplace: Burwood, Victoria, Australia Brother's details: Full Name: Anthony John Wood DOB: 15/07/[redacted] Birthplace: Geelong, Victoria, Australia Thank you for your assistance in correcting this mistake.

Last year, I tried the 14-day free trial but forgot to cancel it, leading to a charge of $[redacted]. Even though I clearly stated to the representative that I didn't want to continue with my heritage subscription, my bank informed me of a pending $[redacted] charge to renew the subscription. I did not authorize this payment. I urgently need to cancel this subscription and receive an email confirmation from you to show my bank.

I would like to address an issue with a recent charge on my credit card for the renewal of my annual Myheritage subscription. Last year, I received a discount for my first annual subscription but canceled it soon after due to not actively using the service. I am an individual customer who only purchased a DNA test and conducted some searches. I kindly request a prompt review of my case and a refund for the recent discount. My Myheritage account number is [redacted], and you can reach me at [redacted] Thank you for your immediate attention to this matter.

I recently noticed an unauthorized charge of $89.00 on my debit card from this website. As a Social Security recipient struggling to make ends meet, every dollar is crucial. I've been facing financial hardships due to unanticipated expenses, including the high monthly payments on my house as a result of a past refinancing. Additionally, I've been saving diligently to purchase a tombstone for my late son, who passed away two years ago. The last thing I would do is spend money on a service I have no knowledge of or need. My current situation does not allow for reckless spending. I urge the website to refund the money promptly to prevent further financial strain. My relationship with my bank is strong, and they can verify my responsible financial behavior. I hope for a resolution soon to avoid overdraft fees and restore my peace of mind.

Good Evening, I am reaching out regarding my recent experience with the subscription renewal process. Upon being notified of the impending end of my free trial period on September 19th via email, I promptly disabled the automatic renewal feature. To my disappointment, I was charged [redacted] € for the annual subscription renewal just an hour later. I did not intend to sign up for the annual subscription, and I was not even aware of the free trial via the MyHeritage app. I am kindly requesting a refund at your earliest convenience. I believe the pricing is excessive, especially when trying to contact customer service from Germany, where I reside. It would have been beneficial to receive a notification prior to the renewal deadline to take action immediately; however, I did not receive any emails or app notifications, which I find unsatisfactory. Although I appreciate the MyHeritage service, the customer support contact process needs enhancement. I have already sent an email without a response so far. Thank you for addressing this matter promptly and arranging for a refund. Regards, A.L. M. Account ID: [redacted]