NOTE: It has been two and a half years since I wrote the review below. It was true at the time, however, in the ensuing years they appear to have improved processes. Still not perfect, their relationship with their customers appears to have improved substantially. From what others say, it appears they are refunding payments when not intended. (See comments at the end of the posting.) Their communications about the refund process is not particularly good, in that they should inform the customer they have received their request and they should inform the customer it is be reviewed as appropriate. But, all in all, my feelings have softened as they seem to be responsive to their customers. I would do business with them again. (Updated 18 Jan 2019)
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.
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.
A 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.
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.
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.