MyHeritage (USA) Inc.

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. Thanks very much for your help!
Sincerely,
[redacted]

Someone will contact you about this issue

This customer spoke with a rep and we refunded her money. it takes 3-10 business days to process that refund.

We have refunded your account in full. Please allow 3-10 business days to see that to process.

I have sent in an emergency ticket for our technical support to call you.

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]

from what I can see, a representative did contact the customer and resolved this issue as of today

I see the customer signed up on our website on October 15 2013 for an annual subscription. This subscription does renew automatically every year as to not interrupt research. It does state this when the customer signs up and agrees to the terms of our site. If the customer does not wish to be...

automatically renewed, they know that they have to cancel the account before the renewal date. I do see that the customer sent in an email yesterday (10-15). It does take up to 2 business days to get a response as we have hundreds of emails coming in every day. If there is ever a problem that needs immediate assistance, our phone number is on the site for customer's to use. I will get the current charge of $119.40 reversed and it will return to the customer's account within 3-10 business days.

Complaint: [redacted]
I am rejecting this response because:  i have already rejected their offer to extend services and am not interested. I want my account and data deleted. 
Sincerely,
[redacted]

Our support team receieved an email on August 7 asking for a phone number to contact us. Since we are not open on the weekend, we did send an email Monday August 10, with the support phone number.

I have sent this complaint on to our DNA team.

Complaint: [redacted]
I am rejecting this response because: Again there was no response other than that the person who responded from the business can't help with the problem because he needs the dna team to do it.  In regards to the request I made for a refund I gave them a deadline of 11/24/2017 or I would follow up with Revdex.com to resolve. They were not authorized by myself to refund after the 24th. I specifically placed that deadline in.  When I made the complaint on Monday, I sated I did not want a refund and that what I wanted was to restart the process with a new dna kit that had the vials for my dna sample labelled in some type of identifying way rather than to be just blank vials placed in a baggie that has no type of identifying labelling so they can differentiate my sample from other samples, which is what you would expect from a legitimate company that specialized in this sort of practice. I also requested to be refunded the $20 price difference between what was being charged when I joined to what myheritage was charging on Monday November 27th. I find this a reasonable request for refund due tio the fact that samples were mailed back November 14th and still not received by lab which is located in Secaucus, New Jersey and I live in Albany, NY. Less than a 500 mile distance and I paid for first class postage. Obviously lab is not able to check in my sample due to it not having any identifying labels on samples or it was lost in the mail. Either way service I paid for was not received and a month of my time has passed with no results. That's why I think a $20 refund is fair. Instead what the people who say they can't help me did was block my access to account dna kit tracking on Monday November 27th and refund my money (which again was not part of the resolution) today, November 29th.  So someone who can do something is reading these emails and just refusing to cooperate. A legitimate customer service representative faced with this would have immediately escalated this to his supervisor because they would not have the authorization to handle this. Nor would they write such an unprofessional email to the Revdex.com.  I write this as someone who works in the customer service field. At every step of the way myheritage has dropped the ball and just keeps on dropping it. I have made my resolutions clear a new dna kit with labels and paying the $49.99 price I do not see why it is so difficult to get someone to understand this if it is a legitimate company. THank you and good day
Sincerely,
[redacted]

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 do not have any emails in the system from this email address. I have sent this issue on to one of our refund reps and they will be contacting you by phone.

We do not issue refunds by email so when someone emails in with a questions about a refund, we try to contact that customer by phone to discuss this with them. When we were not able to get a hold of the customer, we refunded the amount in full. It takes 3-10 business days for a charge to be...

refunded.

I can see that support has asked you to update Family Tree Builder to the most current version. This should fix the issue.

I am unable to locate an account under the name or email provided. Please call us at ###-###-#### Monday through Thursday 7 am - 5 pm MST

I don't see any emails from you. We sent an email when you signed up for the 14 day trial, letting you know that you had signed up on MyHeritage for access to our data subscription and if you did not cancel on your site or by phone within the 14 days, you would be charged for the subscription. We...

have worldwide records, including Australia. If you want a refund, I will have to have one of our reps contact you by phone to discuss this.

My records show that the 28th was the first day you tried to call and leave a message. We try to respond quickly to all...

voicemails but a reply can take up to 48 hours for voicemails and emails. I see two emails sent on July 28th as well, which is the day before you spoke with the representative. I will have the rep call and speak with you but if you are unsatisfied with what the representative is offering you, you will need to talk to him about that.

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] ..... They removed the information after I contacted the Revdex.com.... Thanks for the Revdex.com being in the consumers corner..