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.   I would like to point out that the company claims to have attempted to contact me via phone since my original request.   I have had no missed calls in over a month so I do not believe attempts were actually made.   I emailed 3 times, why could they not respond to my email if they found their other attempts failed?Thank you for your assistance.  I will monitor for the actual refund posted to my account and will open another complaint if I do not receive it.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

I am sorry you are dissatisfied. Someone will be calling to speak with you about this.

I was told by google to get refund from my heritage.  See attachment. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We received no reply which is why nothing was done with the account. I will send the information on to our team to delete.

From what I can see on this account, the customer did speak to a rep who made offers and when she refused, we refunded the account. It take 3-10 business days for a refund to process.

spoke with a rep and got this resolved

You can cancel your automatic renewal anytime during the year under "my purchases" or by calling into our office. I can see that you spoke with a representative that refunded your account in full.

has been refunded

This customer signed up in December of 2013 for a two year Premium Plus subscription to build a family tree on our website. Because it was not canceled, a renewal of the subscription went through. We did receive an email from this user and tried contacting them by phone to discuss this. Because we...

were not able to get a hold of them, we went ahead and processed a full refund back to their account.

I have sent another email directly to our privacy team and will email you as soon as they have been taken down

I will have to have one of our technical support reps call about this issue.

Complaint: [redacted]
I am rejecting this response because:1. You state that yous 30 days refund policy applies to outright purchases. However, that's not what your Service Terms & Conditions say:"If you are not satisfied with your purchased plan you may request a full refund by contacting Customer Support within 30 days of the initial purchase date of the subscription. The money back guarantee applies to Premium and PremiumPlus family site subscriptions and Data subscriptions, but not to shipped products such as family tree posters." Claiming that it only applies to outright purchases is an interpretation of Terms which is not penned in there. My initial purchase was Jun 20, 2016. I first contacted your customer support saying that the subscription does not provide me with services I am looking for, on Jul 11, 2016.2. From the past history of Revdex.com claims against MyHeritage it is clear that numerous people were surprised by being billed an annual amount as opposed to month-by-month. That leads to me to believe that the monthly pricing as stated on your website is misleading and not only a fault on my part.3. You have successfully refunded claimants in the same cases in the past. Based on the above I would like to be refunded full or a 11-month portion of the annual USD 119.40 fee already paid. Should you wish to communicate further, I prefer through this board rather than phone calls.Thank you,
[redacted]

I will refund that $[redacted]. It will take 3-10 business days to process.

It looks like you spoke with a representative of the company on 4/7/2017 and we have refunded this amount. It does take 3-10 business days for a refund to reflect in your account which is typical of any credit card refund.

Revdex.com:Though I still take offense to a customer service agent telling me I am irresponsible for not canceling in time (which by my counting I did on the 14th day) then being argumentative, unhelpful and sending me a snarky email response reiterating how I am clearly wrong, I will accept a full refund and be sure to warn everyone I know about making the same mistake. Thank you Revdex.com of Utah, I will update you if the refund is not received on time.
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]

Data and site subscriptions have always been separate unless you purchase our complete package which includes both.There are some free databases in our research section which you can search through. Below is the way the subscriptions are described on the website.  A Family Site...

Subscription (Premium or PremiumPlus) entitles you to increased storage for your online family tree, and special features to boost your family history research.When you upgrade one of your family sites to a MyHeritage site plan you get:* Increased family tree limit* Priority customer support* Family Tree Builder Premium with Special features like Smart Match Merge, All-in-one charts and interactive maps* Enhanced Smart Matching – confirm and reject matches, contact Site Manager, automatic merge* Online Tree Consistency Checker* Access to Instant Discoveries™ to add entire branches and photos in one clickA Data Subscription entitles you with the access to billions of historical records in all the collections in SuperSearch. You also get unlimited access to Record Matches, including confirming and rejecting matches, if you have a family tree on MyHeritage.com. In addition, you can save and extract information from historical records you find in SuperSearch or get with Record Matches directly to your family tree.If you have a Premium family site subscription you get full access to two of the paid collections in SuperSearch: 'MyHeritage family sites' and 'MyHeritage members'.If you have a PremiumPlus family site subscription you get full access to all four of the MyHeritage collections: 'MyHeritage family sites', 'MyHeritage members', 'MyHeritage family trees' and 'MyHeritage photos'.The best offer from MyHeritage is the Complete Plan – a research package that combines a PremiumPlus family site (all benefits described above) with full access to more than 8 billion historical records on MyHeritage, and all Record Matches.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is satisfactory for them to email me so we can work out a resolution. .
Sincerely,
[redacted]

We offered a discount to keep the service active. He agreed. Then called back on February 15 to ask for the rest back and he was refunded in full.

I understand your concern. We are still new to DNA and these things do take time. Just as a note, I do notice that the DNA status changed on June 10 and we did not receive the complaint until June 11.