MyHeritage (USA) Inc.

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

When you try to sign up for world vital records, you are redirected to myheritage because we do not offer free trials to WVR onlyYou either have to cancel on the myheritage site or call our customer service number and we would cancel that for youWe are open Monday through Friday AM - PM MST I can get this account refunded and it will take 3-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 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] ***

I am unable to locate an account with this information that was providedPlease provide the correct email address associated with the account that was billed

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 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]

we do let you know when you sign up that the service is annualWe do break it down to show you how cheap it is monthly but it does bill for the yearIf 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

We try to reply to the emails as quickly as possibleWe receive many emails and we do not refund by email so a rep will try to contact you by phone to resolve the issue

this customer spoke with a representative and resolved this issue over the phone

Complaint: [redacted] I am not rejecting this response, but this company needs to update its customer service to include real people, or real 'chat', or whatever so one does not have to contact the Revdex.com to get a response!! Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I am waiting to see the refund come through my bank As soon as it does I will accept their response and notify you Thank you for your help 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 throughBelow 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: [redacted] Increased family tree limit [redacted] Priority customer support [redacted] Family Tree Builder Premium with Special features like Smart Match Merge, All-in-one charts and interactive maps [redacted] Enhanced Smart Matching – confirm and reject matches, contact Site Manager, automatic merge [redacted] Online Tree Consistency Checker [redacted] 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 SuperSearchYou also get unlimited access to Record Matches, including confirming and rejecting matches, if you have a family tree on MyHeritage.comIn 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 billion historical records on MyHeritage, and all Record Matches

There was an error with shipping but we have sent a replacement kit which should arrive soonIf that is not satisfactory, let me know ans we will issue that full refund for you

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

the rep was letting you know that if you thought this was fraud, you should cancel your cards with your bank to be safewe are able to refund your account and this has already been doneit will show as refunded within 3-business daysonce that refund has gone through, we can delete your account

I see the customer signed up on our website on October for an annual subscriptionThis subscription does renew automatically every year as to not interrupt researchIt does state this when the customer signs up and agrees to the terms of our siteIf the customer does not wish to be automatically renewed, they know that they have to cancel the account before the renewal dateI do see that the customer sent in an email yesterday (10-15)It does take up to business days to get a response as we have hundreds of emails coming in every dayIf there is ever a problem that needs immediate assistance, our phone number is on the site for customer's to useI will get the current charge of $reversed and it will return to the customer's account within 3-business days

When the trial is canceled, we send out an email confirmation that it has been canceledWe give you a phone number to call in the emails we send you if you have any trouble canceling on the web siteIf you would like to discuss your subscription or were not satisfied with the agreement, please call us at ###-###-#### M-F between the hours of AM - PM MST

I can see that one of our reps are working on getting this information removed from google and communicating with the client by email

This customer calls in and spoke with a representative that tried to talk to her about her accountShe hung up on the representative before finishing the conversation and did not answer when we called back, so we refunded the charge in fullPlease allow 3-business days for the refund to process

The representatives on the phone offer discounts and incentives to keep the siteAfter 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 soIt takes 3- business days for refunds to process as is a standard with any refund

Complaint: [redacted] I am rejecting this response because: I will not accept it until the problem is resolved Sincerely, [redacted]