MyHeritage (USA) Inc.

Complaint: ***
I am rejecting this response because: All they are saying is that they acknowledge the basis for my complaintAt this point I would just like a refund.
Sincerely,
*** ***

From what I can see, the sample was lost on the way to the lab which is something you will have to take up with the postal serviceI will send in an email to our DNA team to see if they have any more information on that

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response has been acceptedI will be anxious to hear the final
resolution I do not feel this matter is closed, as I have not heard back as of February 6, from My Heritage as to how they plan on resolving the issue with the DNA sample.
Sincerely,
*** ***

I am unable to answer because I do not have knowledge of what is going on with your kit hence the forwarding of your request to the DNA teamFrom what I can see, emails were exchanged between the customer and our team which indicate
that the customer asked for a refund and threatened to go to the Revdex.com if a refund was not processedA refund was then processedI do not have the authority or ability to help you with what you want which is why I forwarded your request on to a team that will be able to assist you further

A representative tried to contact the customer by phone many times and was not able to reach themWe went ahead and refunded the amount charged

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,
*** ***They were wrong when they said it was a reacurring account! I paid $for one year onlyI am glad of the refund, but it seems this problem has affected othersThey use your account number to get into your checking account! I M getting a new card number, but keep an eye on this company!

One the post office has possession of the parcel, it is their responsibility to deliver it to the address and we cannot ensure that that happensFrom what I see on your account, the kits have already been refunded

There is not trial under this email on geniI see a free basic account that has no subscriptions attached to it

We can only work with the DNA that we haveWe have our own database of DNA, collected through our DNA tests. If we don't have enough pure DNA from certain ethnicities, then we cannot prove or disprove that you have that ethnicity in your DNAThat being said, I am not a DNA specialist and will need one of them to contact you to help

I have spoken with my billing manager and she was able to get into the google merchant center and issue a full refundI am sorry for the confusionI was unaware that we could do thatPlease allow 3-business days for that refund to process

This customer was on a recurring subscriptionThe account was signed up for on January and we were never contacted about cancelling the account before the renewal dateWe did receive an email after the renewal had gone through about cancelling and after unsuccessfully trying to contact the
customer by phone, we sent an email through support to let them know we had refunded their account and the refund would take 3-business days to process as of January

Complaint: [redacted]
I am rejecting this response because:My Heritage's...

response did not address my complaint.  I didn't complain about unwanted email.  I complained about their auto renew and refund policy.  Look at my complaint for more details.  The Better Business filing obviously frightened them.  They called me back and refunded my money LITERALLY an hour or two after I filed my complaint, so I got my money back.  But what about others?  I want them to change their policy for others.  The woman who called me claimed that they allow people to change their mind easily and there was an error in processing due to incomplete communication by the man I called, Daniel.  But I don't believe this was the case.  I think they used Daniel as a scapegoat.  He seemed quite conscientious on the phone when he said he could not get a supervisor and that someone would call me "within 3 days."  He didn't make that policy up just for me.  Please, whomever sees this, make sure they allow other people to cancel their memberships at will, on the spot, if they wish to do so.  No one should be made to wait up to 3 days for a supervisor's phone call to cancel an unwanted membership!
Sincerely,
[redacted]

When the representative was not able to get a hold of the customer, we went ahead and issued a full refund of those charges which take 3-10 business days to process.

You will need to speak with a representative to get this resolved.

I am sorry to hear you are unhappy with your results. Someone will be contacting you to resolve this issue.

We have a preauthorization of the kits where people are sometimes seeing the charge taken out twice and then one charge falls off once they post to the account. I see the account and I only see one charge. Please confirm if you see both posted and call our office to help you out.

We do require issues to be handled by phone so if you were not satisfied with the outcome of your call with our representative, you will need to call and resolve this with them.

We do have email preferences you can change if you do not wish to receive emails. It does look like this account was refunded in full.

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

I have checked this account and it was our mistake. We have already canceled out the account and refunded the charge as of June 16 2016. It takes 3-10 business days to process