MyHeritage (USA) Inc.

This customer called in and spoke with a representative who told her that the free trial had ended and that she was billed for the year. The customer asked if it could be prorated and the rep said we do not do prorated refunds. She told the customer that we could stop it from renewing next year and...

she could use it for the year and the customer agreed to this without argument. If the customer was not satisfied, she should have told the rep so. Please call in so we can discuss this with you.

We do state when you sign up that this is an automatically renewable subscription. I can see that this customer spoke with a rep on June 2 and received a full refund on his account.

We tried to contact the user by phone but when that was unsuccessful, we emailed with an offer to keep the subscription at 50%. When that was declined, we tried to process a refund but the charge had already been disputed with his credit card company.

The rep you spoke with is in the technical support side of the company because you called technical support. Technical support is located in Israel and not able to transfer calls to billing because the billing side of the company is located in Utah. The emails you send in go to someone who then assigns those emails to representatives who call the customer to talk to them about their issues with the site. The Revdex.com complaints come directly to the billing department, so we were able to tell a billing rep to contact you.You could have also gotten a hold of a billing rep if you had called the billing department. Below is the email we sent to you when you made your initial purchase, clearly stating that you will be on an automatic renewal. We keep out customers on automatic renewal so their research is not interrupted. Many people who use the site appreciate this, and those who do not, have the opportunity to stop the renewal on their sites as stated in the email, or by calling our billing department who can stop it for them.We also indicate in our terms how to stop that renewal as stated below. Email:You are now a PremiumPlus customer, entitled to receive our priority support and all premium features of Family Tree Builder. We thank you for supporting us and wish you success and pleasure in using MyHeritage to grow your family tree and keep in touch with your family. The next charge will take place on January 25 2017 for another year. All details on your subscription are available on your site account page. Terms of Service:All subscriptions are automatically renewing to ensure an uninterrupted service. This means that once you become a subscribing member, your subscription will be automatically renewed and your billing choice will be charged based on the subscription duration unless you opt out or cancel by following the instructions in this Agreement.All physical goods and deliverable items purchased from us are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.1. Opting Out of RenewalYou may opt out of renewing your subscription by calling MyHeritage at +1-877-432-3135, or by logging in and utilizing the My Purchases page. If you do not let us know that you want to discontinue your subscription at least one day prior to the end of the current subscription period, the payment for the renewal period of the subscription will be made.

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 have received the refund according to my credit card customer service department.  However, I have not heard from the lab in Texas, where I sent my DNA sample, as to whether they have located my sample or not.  This concerns me.  The complete stonewalling of this company to get back to me online was totally unacceptable and I could never ever recommend this company to anyone.
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.  Also, I did receive an email this morning indicating they were refunding my money, in its entirety. They indicated that they tried to reach me by phone. I just went back through my phone records and one call attempt was made, during the time I was at work and unable to answer my personal phone. They left no message for me to know they called or to call them back. That may be something they may want to change when handling customer issues. 
Sincerely,
[redacted]

We will be refunding the amount back to the card it came from. Please allow 3-10 business days for that refund to process.

This customer spoke to a rep on the phone and we got the full amount refunded back to her account

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 long as I am refunded the entire amount of $119.40. 
Sincerely,
[redacted]

The representatives on the phone offer discounts  and incentives to keep the site. After the representative was told that the customer did not want to keep the site, we refunded the account in full and let her know on the phone as well as in an email that we were doing so. It takes 3-10...

business days for refunds to process as is a standard with any refund.

I am unable to find an account associated with this email address. Will you check your statement and tell me where it says the charge is coming from? The only monthly charge we have is a $3 monthly backup charge.

If you check any company online, you will find negative reviews by unsatisfied customers. We have millions of satisfied customers that use our website. From what I can see on this account, this customer spoke with a representative on August 16 2016 and received a full refund.

It looks like the second charge was disputed on the customer's end so I have changed the the status of the subscription to Premium and put notes in for the card company.

I have submitted this information to our privacy team

When the trial is canceled, we send out an email confirmation that it has been canceled. We give you a phone number to call in the emails we send you if you have any trouble canceling on the web site. If you would like to discuss your subscription or were not satisfied with the agreement, please...

call us at ###-###-#### M-F between the hours of 7 AM - 5 PM MST.

We do not have a 1 day grace period. We send an email when you first sign up with instructions on how to turn off automatic renewal during the year if you do not wish to continue with your subscription. I can see on this customer's account that they spoke with a representative who offered 50% back...

in order to keep their subscription active for the year. If you did not want that, you will need to call and discuss your account with that representative.

This customer spoke with a representative on May 14 that refunded her in full. It takes 3-10 business days for refunds to process.

It looks like a representative was able to contact this customer and we have issued a full refund which will take 3-10 business days 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.
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]