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.
They have offered a full refund in this matter.
Sincerely,
[redacted]

The site has two subscriptions. A site subscription (Premium or Premium Plus) that allows you to get matches to other trees and contact other users. Then there is the data subscription which is access to all the historical documents we have on the website and the record matches which find records...

for the names on your family tree. When we say you have full access to records, we mean you have full access to our database of historical documents, not the entire site and all the features we have available through other subscriptions. We tried to make it as clear as possible in that email what you have access to. If you are unsatisfied with the offer you accepted on the phone, a representative will contact you to discuss this.

I have turned off notifications for record and DNA matches which were the emails being sent to you.

When we receive emails requesting refund, we have a representative try contacting the customer to discuss this with them. We had the representative try calling this customer a couple of times and when he could not be reached, we issued a full refund of his account. Please allow 3-10 business days...

for that refund to process.

A representative will call to discuss this issue.

This will be refunded in full. Please allow 3-10 business days to receive that refund

Complaint: [redacted]
I am rejecting this response because: While you have managed to find my DNA kit, I have lost confidence in your ability to process my purchase in a timely and accurate manner. This causes me concern regarding the accuracy of the DNA test itself. I prefer to keep this case open until the purchase I have made has been delivered. Thank You.
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.
It's unfortunate that the issue had to be escalated this far, and I would hope that the business takes this on board with reference to its customer service processes.  Queries regarding payments that appear to have gone astray, particularly from new customers, need to be given much higher priority, if necessary through a triage system which identifies this sort of customer email and prioritises it for an urgent response.
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]

Complaint: [redacted]
I am rejecting this response because:
The above refers to my complaint filed against My Heritage. The company agreed to full refund ($119.40) to my PayPal account on 9/27/16 and I...

indicated I was satisfied with that resolution. The problem is that the company STILL has not refunded my PayPal account so what do I do now?
Sincerely,
[redacted]

This customer spoke with a representative on the phone and agreed to keep the subscription for the year

our rep has responded to the email you sent and you should reply if you need additional assistance. Below is a copy of the email he sent.  Thanks for contacting me and I will do all I can to help track your kit.  I understand that you sent it on the 4th of January and it is still not...

showing in our site's tracking as received by our lab.  While your sample may be already in our lab in Houston, it does take more time for us to process your kit.  This involves opening it and scanning your kit's code and entering it in our database.   We receive hundreds of vials a day.  We have seen that although most DNA samples arrive from abroad within about a month, there have also been cases that it takes a bit longer than a month for the lab to receive the DNA sample.    Therefore we kindly request you to wait another 1-2 weeks and we are confident that you will see an update in the status.  Please feel free to e-mail me back anytime if you have any questions or comments about this by all means.  I am here for you.

We are very clear about the fact that the test we provide is an autosomal DNA test, meaning we do not test the sex chromosomes. We have a more precise breakdown than other autosomal tests on the market right now. We also offer subscriptions to research your family through our database of records...

manually or by building a family tree on our site. These features are separate.

I am sorry but we do not handle overdraft fees. We allow the 14 day trial for people to try out the site and see how it works for them. If they don't wish to continue with a paid membership, they must cancel within that 14 day time period. From what I can see, the account was not cancelled on time.

It looks like the first vial they tested failed, which means that the lab was unable to pull a usable sample from it. They are now in the process of testing the second vial and will send an email when the results are ready.

Revdex.com:
the response from this business is ridiculous, however they did process a refund.
Sincerely,
[redacted]

we do let you know when you sign up that the service is annual. We do break it down to show you how cheap it is monthly but it does bill for the year. If you are not satisfied with the resolution of the call you had with our representative, I will have him call and discuss this with you.

I will have someone contact the customer to resolve this

I am very sorry about this. I am not sure why the refund was not issued but I will get that done right now. You will receive an email stating that the refund has been processed.

A rep will get in contact with you to discuss this further.