MyHeritage (USA) Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***, and find that this resolution is satisfactory to me
HOWEVER, UNTIL THEY ACTUALLY DO THIS I DO NOT CONSIDER THE MATTER CLOSEDI DO NOT FEEL THAT THIS GUARANTEES THEY WILL ACTUALLY CREDIT MY ACCOUNTSECONDLY, I REALLY WANT MY CREDIT CARD INFORMATION DELETED FROM THIS ENTIRE ORGANIZATION TO PREVENT THEM FROM DOING THIS ALL OVER AGAINWITH MY ENTIRE CREDIT CARD ACCESSIBLE TO THEM THIS COULD BE DONE AGAINENSURE MY ACCOUNT IS REMOVED FROM AUTOMATIC RENEWALSLOCKED AGAINST ME BEING CHARGED AGAIN.THANK YOU MY HERITAGE, THE COMPANY I HAD GROWN TO LOVE AND SENT MANY PEOPLE TO THIER SERVICES OVER THE YEARS
Sincerely,
*** ***

We do not have the $chargeI do see a charge of $*** on May after a week trial that the customer signed up for on MyheritageShe did email our support team and we have an agent trying to contact her to handle this charge

I have sent an email in to our refund team to get this resolved

We have more than a few accounts with this first and last name and the email was misspelled which is why our support team was having a hard time finding the accountI will get this refunded and you will see that reflected within 3-business days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I
was never contacted by this company, but after almost a month, the payment that I made was somehow credited to my account and I was "allowed" back into my genealogy tree
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: There is
no level of accountability from your business to even make contact with me regarding this matterIt took numerous complaints to get a responseI am very disappointed at how my account is being handledI now question the validity of your business and its practicesIt would be helpful to have at the very least a timeline of when I can expect the results
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:By demanding that I email their support team the URL's, they are a) collecting my email address which
they do not have, and b) their site requires me to join in order to access the specific records under my nameThere are records under my name that need to be deleted and they appear as the first records on the below URL:***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I am very appreciative that my money has been refunded, however, I would like to
know where my DNA sample ended upIf it sat in a PO box, was too degraded to test and was thrown away without my name or any personal information attached, I would be okay with that, but would prefer if the entire thing was destroyed, if that is the caseAs far as not answering the phone....If someone had bothered to leave a message identifying themselves, I would have been happy to return the callOnly once did I get an email reply and that was just to tell me that I was being shipped a replacement kit.
Sincerely,
*** ***

I do not have the ability to handle kits purchased from Amazon which is why you must speak with the rep you have been speaking withthey are in the process of handling this issue for you

Complaint: ***
I am rejecting this response because: MyHeritage DNA, Will Not Work To Resolve This
MatterMyHeritage DNA, Make Statements, To Me Regarding My African AncestryRegardless MyHeritage DNA, States They Have ProofBut Will Not Present Any Proof Of My African AncestryThis Is Ultimately Disturbing, And I Am Upset, With The Outcome Of How MyHeritage DNA, Is Handling My ClaimMyHeritage DNA, Never Made Any Effort I Feel To Resolve This Matter.
Sincerely,
*** ***

We do have many support emails that come through our system and we do ask that you allow us up to business days to get back to youIt looks like we tried giving you a call yesterday (5/28/2015) but weren't able to get throughI will go ahead and reufnd the in fullPlease allow 3-
business days for the refund to show back up in your account

We currently have a breakdown of ethnicities that our test can showWe can only show ethnicities if we have them in our database which depends on who adds their tests to our siteBecause we allow DNA kits to be uploaded from multiple companies, we have a more in depth break down but we do not
have every ethnicityIt is very difficult to get pure blooded Indian DNA so we are unable to show them with our kit at this time

The customer called back in and spoke with another representative who refunded her account in full

providing full refund

We do not issue refunds by email so when a customer send in an email, we have a representative call themBecause this account was purchased through google play, this customer will have to contact them in order to receive a refund

The representative did end up issuing a full refund once the customer told her she was unhappy with a 25% discount on the subscriptionIt takes 3-business days for the refund to process

You will need to reply to the support email if you need additional service with something that they have been handling

The only way for us to charge a customer is for the customer to manually enter their information onto our siteThis customer signed up for a day trial and when it was not canceled, the account became a paid subscriptionThis account has been refunded as of Feb

It looks like you purchased a kit through AmazonWe need a reply to the email we sent requesting proof of purchase so we can resolve this issue