MyHeritage (USA) Inc.

We have an extensive support section on our website with details on how to use the site. We also have an email for support and phones numbers under our contact me tab. this customer was still in the free trial. I will cancel that trial and they will not be billed for a subscription.

I am have our sales rep call today and fix this issue. I am not sure why no one has contacted you yet but we will get this resolved for you today.

Customer was able to get a hold of rep

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.
They promised to refund me the annual charge, as I asked for.Thank you very much for your help.
[redacted]

I will let someone know to contact you by email.

You will need to call and discuss this with our representative if you are unsatisfied with the resolution you came to previously.

We have had a much higher volume of emails and calls due to the recent increased interest in our company. We are trying to get back to everyone in a timely manner but it doesn't always work out. I will make sure someone on our DNA tram contacts you shortly to discuss this issue with you.

this account has been refunded in full as of September 15 2016. It takes 3-10 business days for a refund to process.

We do not refund by email so we have a representative try to contact this customer when they emailed in. Our representative was unsuccessful in contacting the customer so we issued a full refund on June 8 2016. Please allow 3-10 business days for the refund to process.

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 as I receive a refund for the charge made and my account is canceled immediately  and for future purposes. 
Sincerely,
[redacted]

I'm sorry for the confusion. Our 14 day trials do start the day you sign up, meaning it is counted as 1 day. It looks like the representative sent you an email at 2 PM to let you know that you that he would be refunding the full amount. Please allow 3-10 business days for that 119.40 to return...

to  your account.

We do not usually issue refunds by email. When a customer emails in, we have a rep call to talk about the issue the customer is having. We offer different subscriptions on the site in order for people to work on their trees, do research, or both. A representative has been trying unsuccessfully to...

get a hold of you. We will issue that refund in full. Please allow 3-10 business days for that refund to process.

Had representative call to resolve this issue.

Complaint: [redacted]
I am rejecting this response...

because:Yes, it was a charge of $[redacted], that I didn't know about nor receive any receipt for or warning that this would occur.  I have not received a response back since requesting refund in full of charge.  I sent an email shortly after filing this complaint as realized got the amount from my second complaint with Family Tree DNA mixed up with this one.  Very upsetting in both cases.I still want this resolved and the funds refunded for $[redacted].[redacted]
Sincerely,
[redacted]

We send an email out when you purchase the account letting you know you will be on automatic renewal and instructing you on how to cancel that if you wish to do so. I see this customer spoke with a rep who offered him 25% to continue for the year and he hung up instead of talking about it. I will go...

ahead and cancel this account and refund the full amount of $119.40 for the renewal.

Please send in an email with the URL for the account you are talking about. I hve searched my emails and cannot find the one you are referring to.

Our 30 day money back guarantee applies to accounts that people purchase outright. When you take advantage of the trial period, that is the time you get to decide if the program is something you are wanting to continue with. If it is not, then you are required to cancel before the trial ends. This...

is stated in the terms you agree to when you sign up, as well as in the email we send when you sign up. If you would like to discuss this further, you can call our customer service line or we can have someone call you.

The 14 day trial runs for 14 days, not 14 business days. We allow customers to call us within the 14 days to cancel or cancel directly on the website if you do not wish to be billed for the year.  We do not offer refunds by email, so we had a representative try calling this customer after they...

emailed. When we were not able to reach her, we issued a full refund which takes 3-10 business days to process.

You can stop auto renewal bu going to your site and clicking on "my purchases" as stated in the email we sent. We offer discounts on subscriptions in order for you to keep the site and continue with your research. A representative will call you shortly.

The DNa team will be contacting you to discuss this.