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MyHeritage complaints

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3098 Executive Parkway, Suite 275
Lehi, UT 84043 | Get Directions

(844) 994-1888

http://www.myheritage.com

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Total Amount in Dispute:
$1,076.00

Total Amount Settled:
$159.00

Complaint Experience

20%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, some complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

5 complaints against MyHeritage closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
3	Unanswered

5 complaints against MyHeritage

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8/21/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $115.00 Amount Settled: $0.00

Customer Complaint

7/23/2024

This company is from the UK. I did not authorize any monies to go to them. My bank is of no help stating if I had contact once fraud can not be taken in this matter!!! That is bull. I'm 20 years old with severe ADHD and was interested in family history, but found this company wasn't for me. I cancelled and they charged $115.00, which is three quarters of my paycheck. I want something done and definitely want a refund right away. Anything you can do would be helpful. Resolution Sought Get his 115.00 from a company who did nothing to earn his money. They took it out of his bank acct on 7/17/24.

Company Response

8/7/2024

We will contact the customer directly to resolve this issue.

6/11/2024

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $158.94 Amount Settled: $158.94

Customer Complaint

6/6/2024

No reminder that annual subscription was coming due, so there was no opportunity to cancel a subscription that I had long since stopped using. They would only refund half of the $316.98 they automatically deducted from my checking account. No way to contact a live agent on their site or phone number available through online search. I submitted an online request for a refund which an auto response said to allow at least 7 business days for response. Finally, after searching under billing through dozens and dozens of topics, choosing automatic payment, getting kicked back continually to the main list of selections again, I finally kept hitting something that allowed me to chat. Then, I had to wait in the "automated chat" mode for some time until I got a live agent who said they would submit my claim and someone would call me back OR email me within 48 hours. A week after my checking account was decimated, I finally spoke with a live agent who called me. They refused to issue me a full refund, even though, as mentioned, I had not used the site in many many months. The reason I didn't use it? Because the last time I tried to upload a picture, it "told me" that I no longer had access. The agent today said that I SHOULD HAVE contacted their IT department about that issue. Horrible horrible customer service and support. They make it virtually impossible for a person to handle an issue. Resolution Sought Refund my remaining $158.98.

Company Response

6/11/2024

Per consumer: Received notification today via email from MyAncestry that they will refund the remaining amount- for full restitution- and that it should show in my checking account within 7-10 business days. If it does not post, I will notify the BCA again.

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