MyHeritage

The support I received from Brian regarding my query was wonderful and I now have a better understanding about DNA and how it works.

17may. Responded to my call in less than 10sec. Had a productive conversation with Nadja. Problem solved. Very good service.
Kjell

Verry nice and helpsome woman on the phone. Thank you! Excelent support.
No problem at all.
Br Svein

I get very quickly and clear answer about the type of DNA test: it is a SNP DNA autosomal, without haplogroup

Thanks

Thank you very much for helping me with my problem, you explained it so clear I was able to resolve the problem with little effort

Thank You
Mary

Terrible, charged my card $160 even when I cancelled, then they want 2 refund me $39, wtf I paid 4 the DNA test I don't need a year subscription

It is fascination how easy it is to find your family on MyHeritage but I must warn you: It is addictive and time consuming.

Very professional, speaking clearly, easy to understand and Agent James was very knowledgeable. GREAT JOB!

Be very careful with this company, they are frauds. They just deducted 300 euros from my account credit card for no reason, and congratulated me on the successful update of my profile. Once they got your credit card details, they can do whatever they want. Or just update their user licence agreement, hide it in on of teh 1 million emails they send you, and use it as referance, that they probably warned you.
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Even more worrying is that they have a very very serious security issue.
Last year they had a security breach, wehere approx 92 million user data was leaked. Its probably just some cover up for theis in house illegal activity.

Let me give you an expample. After leaving a feedback on google earth, some woman wrote me an email in their name within 15 minutes to express that she is very sorry that i didnt notice one of their emails in which they wrote that after some period of time they will start charging money for the registration, (which is a bull$#*! registration by the way, you dont need it, and they only force you to activate it only because of course you cant get otherwise your test results.)...

BUT, and there is a big BUT, the thing is, i left a review from different account, than the one they replied to.

How can that be possible, without violating my privacy? Lets say, they have approx 100 million registered members. Hoe is that possible, that is someone leaves a comment, they look up that person, check their data, and make a move. How can i be assured that their company wont show up at my door demanding my apartment and pointing out that there is a clause in their licence agreement, that allows them to evict me.

How could they from hundereds off millions of users find me within 15 minutes, and explain why they charged me for something, if it wasnt willingful, and manual in the first place anticipating, that those people they do it to will complain right away.
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I had to report them and cancel my credit card immediately.
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I had problems with my Heritage but after I contacted sitejabber My Heritage contacted me and resolved the problem to my satisfaction.

I have been waiting for nearly two weeks, no response from tech support and I email them every day. I tried phone support and they told me I needed to call between 1am and 5pm because tech support is in Asia. Tech support deleted my WEB tree without my permission after they created a GEDCOM tree with their Family Tree Builder software. The GEDCOM tree is absolutely inaccurate, some information didn't transfer, some information transferred into incorrect fields and HUNDREDs of photos lost their tags. After realizing the GEDCOM file was not synced properly, I looked under 'Manage Trees' so I could go back to my WEB tree and it is GONE. I worked for years on my WEB tree and am absolutely sick about this. How can they delete a WEB tree without a client's permission? How can they not reinstall it after I have begged them daily for nearly two weeks to do so? A product (like FTB) should not be offered if it does not produce accurate results. Has anyone else had their WEB version deleted? Has anyone else been left with a GEDCOM file that does not reflect their WEB file?

Thanks for excellent support understanding and finding a solution to my problem when testing MyHeritage's Family tree Builder.

My contact with Lynda of MyHeritage was the most completely expert and pleasant that I've ever experienced.

Rien à redire pour cette aide précieuse. De plus, en cas de soucis ou questions, vous pouvez trouver de l'aide et des réponse avec de charmants interlocuteurs en ligne. Passionnés et desireux de connaitre vos ancêtres et vos origines, cet "outil" est indispensable et je vous le recommande sans problème.

Waited 2 weeks to receive it and i had no idea it's coming from USA now i have to pay for the postage back to the lab in USA!

RUN LIKE HELL! DO NOT USE MY HERITAGE. WORST CUSTOMER SERVICE EVER. SPENT OVER AN HOUR WAITING TO SPEAK TO SOMEONE JUST TO GET THE RUN AROUND!

I decided to give MyHeritage a try on a whim. I have paid member ships to other sites and thought since we had DNA data I would upload it and see how it compared. First, it took FOREVER to get the results. While I was waiting, I uploaded my family tree. Their "matches" and hints were off, they were clearly for the wrong people. Their records were very limited and could be found for free on many other sites. But that wasn't even my biggest complaint.
When I got the DNA results back, they were clearly off. Other sites had it right. Theirs was not. Not only that, but I got sales calls asking me to upgrade within the 14 days. I don't want to be harassed with sales calls when they took nearly that long to get the DNA results uploaded! Further, during one of these calls I specifically cancelled my subscription and told him "no thank you, I'd like to cancel". He pushed and pushed in a slimy salesy way trying to get me to buy their Premium package (Oh, and also, I couldn't do ANYTHING with my tree in the 14 days because I wasn't a Premium member. So... total waste of time). I told him no, just cancel it because it's not of value to me. To which he replied that he would take care of it but wanted to know if he could call again another day if he could get a better deal. I asserted to first cancel, and he is welcomed to call back but I work during business hours and don't answer. This was on the 11th day of my 14 day trial. Today, I got invoiced for the full year, without even that salesman's discount applied. SLIMY. I called and reached Connor who condescending told me I should have read the contract more thoroughly. He was rude, and told me the best he could do was make sure it didn't auto-renew next year. I advised I was disputing the charges. He said he would give me 25% off. No, I want the refund and my membership cancelled. He said he could not cancel because I used the site during my FREE 14 day trial. Hi, it's FREE for 14 days and if you cancel you CANCEL. I cancelled on the 11th day. He then told me the best he could do was a $50 refund. The site is terrible, their service is terrible and their DNA results are inaccurate. Don't waste your time or money. Go with more reputable sites!

I am very satified with the help of Itai. And he was very nice to talking to! It took very long long to get throu but it was wurth it!
Mats Mannheim

My Heritage was the last of the paid subscriptions I wanted to try. I saw their free trial option (or I 'thought' I saw a free trial option) and I selected the most affordable plan at $10 something per month (on a Thursday evening). The process seemed to offer a dna kit but I didn't want the dna kit. I browsed around and the results were very basic for my family. I can't speak for other families but even the free website offered a lot more for my specific family than MyHeritage. When I received confirmation email I was charged over $100 (I think $129 plus tax). I thought that meant they charged me for the dna kit that I didn't want. I tried to reach customer service for three days. They emailed me and said they tried to call me but there was no phone call from anyone on my phone. I finally received a call from a live person on Monday afternoon. He explained that the $100+ charge was for a full year subscription and not the dna kit. I was relieved that there was not a dna kit coming to my house that I would have to travel to the post office to return and hope to get my money back. I told him that I wanted to stop the free trial and explained the lack of results on this website compared to the others. He told me that I didn't select the free subscription, I selected the annual subscription and all he could do was offer me additional months on my already paid for year for free. He offered something else but I don't remember what it was. When I told him I didn't want additional months on something I already didn't want to continue with in the first place, he offered me a refund of $20 something dollars. I told him the only option I have remaining is to talk to my bank. I don't immediately know if I can dispute with a debit card like a consumer can dispute with a credit card but I was going to try. He then gave me a full refund. I will have to monitor my bank account to ensure it goes through. Just a side-tip: Every genealogy site offers different perks. Some results are more extensive than others. I don't plan on volunteering my dna (see other articles on what known companies have purchased dna) but if you don't mind that, different companies provide varying results on your kit so definitely shop around. I would not recommend MyHeritage for basic genealogy research as Ancestry and even the free Family Search seems to provide a wider array of results for my family. Second side note: The gentleman said "I can see your searches." That makes me question how much they track every keystroke. Maybe they all do this but I'm not a fan of that much intrusion.

Just joined and have almost 1000 ancestors. Easy and intuitive to use. Helpline was great.

THANK YOU SO MUCH FOR HELPING ME LOGGING IN TO MY DNA RESULT, THE GIRL WAS VERY HELPFUL, THANK YOU AGAIN

*******@myheritage.com

Dear Rafael

There is a misunderstanding. According to your answer, I will try to explain.

Dear Fausto,

Thank you for taking the time to write to us. My name is Rafael and i will do all i can to help.

Respond
It is absolutely understandable to be concerned about this but I guarantee you that your research is ensured to be replaced if found lost in the mail.

Fausto
Understandable to be concerned about this - my problem is I've sent, according the instructions, my samples to USA address. But the samples had return to my address because of Brazil's regulation for exporting biological material. That`s due to the Brazilian Mailing Regulations.

Respond
DNA kits have become was a very popular Christmas gift. It is true to say that around the holidays the post office is swamped with all sorts of mail and packages to reach their destination before the holidays begin. With DNA kits coming from Brazil, I have seen a slight delay in receiving kits for various reasons.

I have seen a slight delay in receiving kits for various reasons -

Fausto
It's still with me, it's not a delay. They return to my address.

Respond
Your question is a very popular one and if you do not see it as received online, it more than likely means that it has yet to be scanned. It more than likely is in our backlog and is just waiting to be scanned.
It more than likely is in our backlog and is just waiting to be scanned. -

Fausto
Not possible. They are with me.

Respond
I can send you a replacement without question, but I'm hesitant to do it because I think your set will be processed soon in my experience. If I would send you a new set, you would probably have to wait a lot longer and take the test again, so I do not recommend it. It is ultimately your choice.

If I would send you a new set, you would probably have to wait a lot longer and take the test again -

Fausto
That is one of my questions. I pick the samples in December 10. If I send it again, should be by your My Heritage Brazilian Collection Center, which I think is at Campinas, Sao Paulo, Brasil. But I don't know the address of this Center.
I was informed that by a friend who have done the DNA test.

For how long the samples still suitable, I mean, how long the sample's validity?

Respond
Please feel free to e-mail me directly if you have any further issues with this specific kit at *******@myheritage.com.

If you run into any further issues, by all means, please don't hesitate to reply. I'm here for you.
Kind regards,

Rafael

MyHeritage Support team

www.myheritage.com

To visit our Help Center, click >here<

Kind Regards,

Fausto

Please so send to me a refund or a new kit with the right instructions.
As you said - I can send you a replacement without question.

OK

On 12/22/19 I purchased the annual family tree package for $209. On 12/23/19 I went onto my bank account and found that I was billed twice for this, debiting my account for $418 instead of $209. I immediately contacted my bank and started a complaint against My Heritage. The on 12/24/19 I went onto my bank account and found yet another $209 charge from My Heritage pending against my account. Called my bank and they put an immediate block so that My Heritage could no longer continue to charge my account with recurring charged that appeared to be happening every 2 days and was able to block this 3rd pending charge. I contacted My Heritage again, and they kept saying they couldn't see these other charges, so at that point I demanded a full refund for the original purchase price of $209. The fact nvestigation into the double billing on 12/22/19 was completed and a $209 credit hit my account on 12/27/19. On 12/26/19 I received an email from a Sebastian saying: "per your request, I have issued a full refund for the original purchase of your subscription." He said it could take 7-10 days for it to appear in my account; should have been in my account around 1/10/20 or before! It is now 1/19/20 and no credit has hit my account for the original purchase price of my subscription of $209. The only credit that has appeared in my account was "recurring payment reversal on 12/27/19 BLS My Heritage Ltd" as it appears on my bank statement. This recurring payment reversal was a result of the best nvestigation into the double billing that My Heritage charged against my account on 12/22/19! It has nothing to do witness the issuance of the full refund for the original purchase price of $209 as promised by this Sebastian (this would not show as a "recurring payment")! Sebastian never issued this full refund to me! I have gone round and round with him and another person at My Heritage to no avail! I have filed a complain nest with the BBB which shows over 2700 complaints against this company within the past two years! They owe me $209 for the full purchase price of the subscription per Sebastian's email on 12/26/19.

Beware of this company; a fraud!