I received a renewal notification that stated my account would be debited over £*** to...

GetHuman4228306's customer service issue with MyHeritage.com from January 2020

Help with my MyHeritage.com issue
The issue in GetHuman4228306's own words
I was trying to ask WHY i received no prior notification regarding a debit made from my account without my prior authorisation**I was also not pleased that they were not giving me any incentives to stay when I see there are offers on for new customers. Existing customers matter too!!**I want to make a complaint, the actions are immoral ... I received a renewal notification that stated my account would be debited over £*** to renew. There was no prior notification that this would be done and I had no chance to refuse. It is immoral, you should have contacted me sooner and I want to make a complaint.*Also, you have offers on so what are you offering me as an existing member in terms of renewal costs
They have taken money from my account without due notification or permission
Speaking to me and telling me why they acted immorally. GIving me the chance to say whether or not I want to renew and what incentives will be offered to enable this
over ** months on a plan and before that DNA
I tried to ring but there was over ** people waiting...who can hang on that long. Really bad service
How GetHuman4228306 fixed the problem
Well, it was something of a trauma but this is what happened: I rang the telephone number given which thankfully is a freephone number and discovered that I was **th in the queue!! There was an option to request a ring back but , yes, you have guessed it, nobody rang back. I noted that in the email sent to me about renewal it said they could be contacted by email...........there was nothing and nowhere on the website to find this information. So, today I rang the phone number again and was **th in the queue! After an hour of waiting I got through. I complained about the problem and was told that it was an automatic renewal..........which I had not set by the way! I received instructions on how to change this for the future which has now been done. I could have opted for a refund or the alternative was that I received a **% refund, plus * months free membership. I accepted the alternative. Not a very convincing offer but I was not ready to terminate membership altogether.*I did ask about contacting them by email and the guy appeared surprised I couldnt find the address. So, as many others have the same problem the email address is: *****@***.com I have not tried to contact them by that email address but it is passed on in good faith and I hope it is correct. I do suggest that anyone else with a similar problem logs into their account and checks out 'purchases' which I believe is under your name on the website and checks that their own renewal is not set to automatic. If it is, you can change it yourself. All of this has taken some time and effort to resolve and I am not sure I will be renewing again, so make sure you have some time and patience and Good Luck!
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MyHeritage.com

Renewal for Complete Plan
Customer service issue
Reported by GetHuman4228306
Jan 9th, 2020 - a year ago
Fixed
GetHuman4228306 shared how to fix
Seen by 11 customers so far
Similar issue to 313 others
0 customers following this
Items needed
Name on the account
Billing address
Email address on the account

Timeline

GetHuman4228306 started working on this issue
Jan 9th, 2020 9:32pm
GetHuman4228306 indicated the issue is not fixed yet.
Jan 9th, 2020 9:33pm
GetHuman4228306 indicated the issue is not fixed yet.
Jan 9th, 2020 9:33pm
GetHuman4228306 indicated the issue is not fixed yet.
Jan 9th, 2020 9:33pm
GetHuman4228306 indicated the issue is not fixed yet.
Jan 9th, 2020 9:39pm
GetHuman4228306 indicated the issue is not fixed yet.
Jan 9th, 2020 9:39pm
GetHuman4228306 confirmed the issue is fixed. Hooray!
Jan 10th, 2020 10:16pm
GetHuman4228306 confirmed the issue is fixed. Hooray!
Jan 10th, 2020 10:17pm
GetHuman4228306 confirmed the issue is fixed. Hooray!
Jan 10th, 2020 10:31pm
GetHuman4228306 confirmed the issue is fixed. Hooray!
Jan 11th, 2020 12:56am