Why I’ll never do business with MyHeritage again.

It is seldom that a company angers me enough that I say, “I’ll NEVER, NEVER EVER, do business with that company again.” MyHeritage has successfully achieved that status with me.

I was enticed to use MyHeritage when 23 and Me eliminated their own ancestry trees and transferred them to MyHeritage. My tree was transferred to MyHeritage and I eventually subscribed to them because of 23 and Me’s endorsement. I didn’t find their service particularly useful and decided to drop them.

Rant On

First of all, it seems that every responsible company I do business with sends a notification a week or two before an automatic renewal takes effect. On rare occasions, when a company doesn’t send such a notification, I have always been able to call them the following business day, have the automatic renewal canceled, and have the money refunded. Not so with MyHeritage.

screen-shot-2016-10-23-at-6-48-17-am-copyA few months ago I had gone onto Pay Pal and canceled my automatic renewal. I thought that I was done. But when I was charged, I checked Pay Pal and found there were two entries for MyHeritage.  The first one I had canceled. But there was a second entry.  It had an expiration date of Dec 13, 1901.  I had no idea that I had to cancel that too.  I thought, no problem, I’ll just call them, they’ll refund the money, and we’ll be square – No harm, no foul.

I was wrong. I explained I hadn’t used the service in months. I explained that I canceled one service. I explained that I didn’t realize I need to cancel a service that had an expiration date of 1901, to no avail.  After talking at length with a “customer service representative” the bottom line was, “We typically don’t refund renewal fees.” Finally, I asked to speak with a supervisor.

I waited several minutes. Finally, the same customer service representative came back. I couldn’t speak with his supervisor, but his supervisor said I could have half my money back and he’d allow the annual subscription to remain active for the year. Certainly, I felt disrespected by the supervisor who wouldn’t even speak with me. An unhappy customer with a problem deserves being spoken to; that is why supervisors usually have the flexibility to go outside standard protocols.

MyHeritage renewal canceled
Both entries now canceled

The good news is that I did receive half of my money back ($59.40). The bad news is that I paid half-price for a subscription that don’t want and I’ll never, never ever, use.

I believe Pay Pal is also culpable. Further investigation revealed that MyHeritage’s automatic subscriptions do expire in 80 years.  Had Pay Pal displayed an expiration date of Dec 13, 2095, instead of Dec 13, 1901, I would not have missed that I needed to cancel that also,

There are only a handful of companies that I’ll never do business with. Congratulations to MyHeritage, you have made my list.

Rant Off

Could MyHeritage come off my list? Sure; but, they would need to take the next step in making this former customer happy.  Have you had problems with MyHeritage and their renewal process?  If so, feel free to comment below. I’ll publish some of the better comments.

11 thoughts on “Why I’ll never do business with MyHeritage again.”

  1. Today I had an email from my heritage stating they were taking £90 out of my bank account – today. No consent was given for this, and no prior warning was given by my heritage. During a telephone call to their billing department this afternoon (15th March 2017) I was told that someone would have to call me back to discuss my request for a refund and that would typically take 3 or 4 days! None of my emails has even been acknowledged, let alone answered effectively. A complete disgrace and an embarrassment to the world of genealogy.

    1. Further to my original response, I continued to fight for a refund. Someone did actually call me back and told me I had agreed to auto renew my subscription and that I should “read the small print”. I told him that wasnt acceptable. He went away and talked to his “manager”, who authorised a 50% refund. I told him that wasn’t acceptable either, as I had no intention of using their site again. Finally they agreed to refund me in full. An experience not to be forgotten! When I asked why they don’t send reminders before taking money, their response was that people get sick and tired of receiving too many emails, and only companies based within the EUROPEAN normally do that. MyHeritage are based in Israel apparently.

      Andrew

  2. My wife and I had sepatrate pages on MyHeritage. We ordered DNA-kits. They sent all of the results (mine too) to her mail and her page. There seems to be no way I can move the data to my page. The support is rotten, to say the least. The Swedish help-desk that I was adviced to call never answer the phone – they do have a tape, though, where one can leave a message and they promise to call you back, but they NEVER do… We are also still waiting for the “Free Etnicity Reports”, that we most likey will never get. Too much money – down the drain…. 🙁 I really regret we started with this company…

  3. I will NEVER use MyHeritage again. Three reasons. First, they alarmed me by displaying very personal information which I never gave them such as addresses where I lived as a child. Second, I discovered they were renewing two annual subscriptions for me every year so that now my subscription is set to expire in 964 days (more than 2.5 years from now) even though in 6 months they will automatically renew again! Third, MyHeritage seems to run mostly on information from other people’s family trees which, as we all know, are rife with errors (mostly unintentional), but errors nonetheless. One more thing: They boast having a huge number of records but I’ve done much better searching other websites.

  4. I was very sorry to see that MyHeritage bought Legacy Family Tree software. Legacy was my favorite Windows based software. I’ve dropped it from my recommendations because it is now MyHeritage.

  5. I was with Ancestry.com, but all my line was broken up & they said could not be re-connected. How this happened, no one knows. I contacted MyHeritage, & received a reply on 14 Oct. 2017, stating they would get back to me “as soon as we can”, which happened on 19 Oct.. I then joined at the $119.40 level, using my credit card. Everything was great, was very pleased. No longer then 2 weeks later, I upped to the SuperSearch subscription site, at $131.74 plus $59.00 for a DNA, totaling $190.74. I emailed explaining what I what I wanted & was doing, replacing my $119.40 subscription. Masha, from their support team emailed back on 19 Oct. 2017, welcoming me & saying that my monies would be “adjusted”, leaving me to think that a reasonable amount would be taken from the $119.40 for the “about” two weeks usage & returned to my bank account. That email also states that “when these subscriptions expire, you will not have to cancel manually & you will be able to simply contact us & purchase an annual subscription”. Reading others letters, the words “when these subscriptions expire” has me worried.
    On my Nov. 2017 bank statement, which I don’t receive till Dec.. MyHeritage cashed/deposited both my credit card payments of &119.40 & $190.74, for a total of $310.10. I finally made contact on the phone & talked to a fellow who seemed not to have to breath. I’ve talked to some fast talkers in my 81 years, but this fellow tops them all. Didn’t get his name. He told me that I had subscribed to a MyHeritage site which costs $250.00 site, minus my $59.00 DNA charge. I did not nor did I know there was a $250.00 site, & if his math was right on, $119.40 & $131.74, adds up to $251.14. Did he pocket $1.14. I’m getting sarcastic, but I’m really angry, & I’m on the verge of canceling my subscription, effective NOW. Wonder if they will tell me what they have told Mr. Taylor about his expiration date ???

  6. Também tive uma cobrança de renovação sem aviso prévio.
    Após ler o contrato, “letras miúdas”, descobri o que aconteceu.
    Empresas sérias e com a convicção de que prestam um bom serviço no mínimo avisariam com antecedência a renovação ao invés de executar a renovação desta forma. Entrei em disputa pelo PayPal e entrarei em contato com MyHeritage para ter o reembolso do valor. Caso não tenha exito o que farei é utillizar as redes sociais para alertar aos possíveis e futuros usuários a forma com que esta empresa trata seus clientes.

    [Google Translate Version:]
    I also had a renewal charge without prior notice.
    After reading the contract, “fine print,” I discovered what happened.
    Serious companies and with the conviction that they provide a good service at least would warn in advance of the renewal rather than perform the renewal in this way. I filed for PayPal and will contact MyHeritage for a refund of the amount. If I do not succeed, what I will do is use social networks to alert potential and future users to the way this company treats its customers.

  7. I had an auto-renewal go through this weekend for My Heritage and was pretty mad because I thought I had turned off the auto-renewal. I was expecting a fight from My Heritage and anticipated having to fight the charge through my credit card company. But just to make sure I had my ducks in a row when i called the credit card company, I called My Heritage.

    I was on hold for about 3-4 minutes when a customer service rep named Jordan came on the line. I calmly explained the situation and that I would like to get a refund. He asked for my email address and asked why i wanted to cancel. I politely told him I didn’t have the time to work on it at the moment and so I was going to cancel.

    This is where I expected the fight to begin…. but to my surprise he said he would issue a refund immediately and while the refund would be processed within 24 hours, it might take 5-7 days to show up on the card (which is perfectly reasonable). He was extremely polite, didn’t make me beg, and didn’t try to fight me on the refund.

    Two minutes later I had two emails. One saying auto-renewal had been turned off and a second acknowledging a refund for the full amount.

    When I first signed up for My Heritage I was given the runaround with the free trial, 30 day money back guarantee and ultimately 50% off. All of which had given me a sour opinion of My Heritage right out of the gate. But I have to give credit where credit is due. Today’s interaction was simple, satisfying, and might even get me back when I pick up my genealogy work again later in the year.

    1. That is really great news. I hope MyHeritage has changed its ways and continue to do the right thing. I will look forward to hearing from others who have had good experiences.

  8. I’ve started the process of trying to get the £90 they took from my account on Wednesday, so far no response and the phone number provided yielded no response.

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