Complaints
Customer Complaints Summary
- 976 total complaints in the last 3 years.
- 284 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made no purchase from MYHERITAGE today 07/18/2025 an was charged $299.00 on my First National Bank of Omaha credit card. I called the phone number they gave, but it did not work ************. I don't know what the charge is for because I did not purchase anything from them. It is MYHERITAGE.COM
Business Response
Date: 07/22/2025
Dear *******,
Thank you for contacting us here via Better Business Bureau.
We are pleased to inform you that the issue has been resolved. In addition to this response, I have also sent you an email with further information.
Wishing you a wonderful day!
Kind regards,
*******
MyHeritage Support teamInitial Complaint
Date:07/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To Whom It May Concern,
I am writing to express my deep frustration and disappointment with the unethical business practices of MyHeritage. Your advertisement boldly claims, “Pay nothing now and try for 14 days.” Based entirely on this promise, I registered for your service—but was immediately charged $176.94 before the trial period even began. This is outright false advertising, and I consider it a bait-and-switch tactic designed to mislead customers.
Upon discovering the unexpected charge, I made multiple attempts to reach your team—through your website, emails, phone numbers, and social media. No one responded. The silence and lack of accountability only added to my concern.
When I was finally able to speak to someone—billing representative ****, callback number +1 (**** ********—I was met with an appalling level of disrespect. Not only did he refuse to issue a refund, but he also belittled me by claiming I had a “bad attitude” simply for asserting my right to a refund. This interaction was unprofessional, inappropriate, and emblematic of the wider disregard MyHeritage appears to have for its customers.
This company’s practice of falsely promoting a free trial, immediately charging unsuspecting users, ignoring support inquiries, and belittling customers is not just unethical—it’s shameful. It paints a disturbing picture of an organization profiting through deception and silence. I’ve since found that many others have experienced similar treatment, which suggests this isn’t a one-time error, but a systemic issue. I feel it also shines a light to their deceptive advertising practices and unauthorized charging that is evident by the other people publicly posting and also complaining here.
I demand an immediate refund of the $134.84 improperly charged to my account. If this is not resolved promptly, I will escalate the issue to consumer protection agencies, financial institutions, and review platforms to ensure others are warned.
Sincerely,
****** *********Business Response
Date: 07/22/2025
Dear ******,
I am really sorry to hear this happened. I was able to locate your account and I am pleased to see that the issue has already been resolved by my colleague.
If there is anything else I can assist you with, please let me know.
Kind regards,
*******
MyHeritage TeamInitial Complaint
Date:07/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My heritage offered a pre-seven day trial. When I went to cancel, it offered an additional free trial and stated in this advertisement but theywould send an email before charging the account. They did not send an email before charging the account. When trying to get a refund I was told that someone had to call me. No one ever called me and when I tried to call they said they don’t offer phone . It has been many days and many times I have contacted this company for a refund and I have not been able to get a Resolution.Business Response
Date: 07/17/2025
Dear ******,
Thank you for contacting us.
As per your request, we have issued a full refund for your subscription. The amount should appear in your bank account within the next few business days.
Please note that in some cases, it may take up to 10 business days, depending on how quickly your bank processes the transaction.Kind regards,
MyHeritage Support team
Initial Complaint
Date:07/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
$200.00 Charge was posted to my credit card on June 18, 2015 and I Do not remember any time that I went to the WEB SITE ...Tried emailing the company and the e-mail would not go through.
I need this membership cancelled and my money returned..Business Response
Date: 07/17/2025
Dear ******,
Thank you for contacting us.
As per your request, we have issued a full refund for your subscription. The amount should appear in your bank account within the next few business days.
Please note that in some cases, it may take up to 10 business days, depending on how quickly your bank processes the transaction.Kind regards,
MyHeritage Support team
Initial Complaint
Date:07/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A spontaneous $95 charge showed up.
I did not engage MyHeritage, and I haven't been able to reach them.
I've cancelled the "account" in my name, and written off the charge.Business Response
Date: 07/15/2025
Dear ******,
Thank you for contacting us.
As requested, we have issued a full refund for the payment. The refunded amount should appear in your bank account within the next few business days.
Please note that in some cases, it may take up to 10 business days, depending on your bank’s processing times.We sent you an email directly from MyHeritage. In case you need further assistance, please reply to that email.
Thank you in advance.
Kind regards,
MyHeritage Support team
Initial Complaint
Date:07/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
MY DECISION TO REGISTER WITH MYHERITAGE.COM, WAS 100% DUE TO THIS:
"Free Trial: MyHeritage™ Site
MyHeritage
************************** Free Trial of MyHeritage — Join millions of families around the world that use MyHeritage™ to explore their history."
THEIR SITE EXPLICIT SAYS : PAY NOTHING NOW AND TRY FOR 14 DAYS!!! THAT WAS A LIE, THEY IMMEDIATELY TOOK $176.94 FRO ME. i IMMEDIATELY ATTEMPTED TO CONTACT THEM, VIA THEIR SITE, EMAILS, SOCIAL MEDIA, THE PHONE NUMBERS. I HAVE GOT ZERO RESPONSE! I WANT MY MONEY BACK! THEIR UNETHICAL BUSINESS PRACTICE IS NOT ACCEPTABLE! THERE IS NO WAY OF COMMUNICATING WITH THIS ORGANIZATION, WHICH MAKES IT EVEN MORE CONCERNING. PLEASE HELP ME OBTAIN MY MONEY BACKBusiness Response
Date: 07/09/2025
Dear ********,
Thank you for bringing this to our attention.
Please note that while we offer a 14-day free trial for both our Complete Subscription and Data Subscription, it appears that you did not start a free trial but instead made a direct purchase of the Complete Subscription.
A full refund for the charge has been issued on July 8 2025.
The amount should appear in your bank account within the next few business days.
Please note that in some cases, it may take up to 10 business days, depending on how quickly your bank processes the transaction.
If there is anything else we can assist you with, please let us know.
Wishing you a lovely day!
Kind regards,
MyHeritage TeamInitial Complaint
Date:07/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife signed up for the free trial. Later the same day, she canceled the subscription via her profile on the website. She actually did this twice. About two weeks later we were still charged a large sum for a membership. At best, I figured maybe she could have done it wrong. But at this point we logged into her account again and did the only thing we could see which was to delete her account. After this, we went through the convoluted process of attempting to submit a request for a refund of the membership fee. (The website does not offer a customer service email address.) We filled out a form on the website to request a refund. Except, the form would not submit. Clicking the Submit button did nothing. There is no notification on the website to say it's undergoing maintenance or anything. We tried the form again on a different browser, with the same failed result. This was the last of a string of seemingly shady business practices, and a quick internet search revealed a thread of Reddit users heavily agreeing regarding this business. I didn't see any other recourse for our issue.Business Response
Date: 07/09/2025
Dear ******,
Thank you for bringing this to our attention.
We have located your wife's charge in our payment processor's system.
We have now issued a full refund for the subscription charge. The amount should appear in your wife's bank account within the next few business days.
Please note that in some cases, it may take up to 10 business days, depending on how quickly her bank processes the transaction.
There will be no further charges.
If there is anything else we can assist you with, please let us know.
Wishing you a lovely day!
Kind regards,
MyHeritage Support teamCustomer Answer
Date: 07/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
Date:07/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I like many others on here signed up for the free trial. I got on their website to cancel before my trial period. I'm assuming my cancelation didn't go through because I was charged $129. I requested a refund after it put me in quite the situation. I'm still waiting for a response.Business Response
Date: 07/09/2025
Dear ***,
Thank you for bringing this to our attention.
As per your request, we have issued a full refund for your subscription charge. The amount should appear in your bank account within the next few business days.
Please note that in some cases, it may take up to 10 business days, depending on how quickly your bank processes the transaction.
There will be no further charges.
If there is anything else we can assist you with, please let us know.
Wishing you a lovely day!
Kind regards,
MyHeritage TeamCustomer Answer
Date: 07/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** *********Initial Complaint
Date:06/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My Heritage offers a free trial subscription but automatically charges at the end of the free trial. I don't want the subscription.Business Response
Date: 06/24/2025
Dear ******,
Thank you for reaching out.
On April 24 2025 you started a two weeks free trial of the Data Subscription. When you started the free trial, you received a confirmation email explaining you about the free trial and that you will be charged at the end of it unless you cancel it.
Since you didn't cancel the free trial, on May 9 2025 you were charged for the Data Subscription. We understand this wasn't your intention.
As per your request, we have issued a full refund for the subscription charge. The amount should appear in your bank account within the next few business days.
Please note that in some cases, it may take up to 10 business days, depending on how quickly your bank processes the transaction.
If there is anything else we can assist you with, please let us know.
Wishing you a lovely day!
Kind regards,
MyHeritage TeamInitial Complaint
Date:06/09/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I joined My Heritage last year, 2024, as part of search for birth mother/family. Very low membership fee, approx $35. On June 4, 2025 I was charged $316.94 via PayPal for renewal, I never received a renewal notice, never ever agreed to $316.94 and was unaware of the auto renewal. I have many subscriptions and there is ALWAYS a notice. I filed a request for refund on June 4 and again today, June 7. Only thing that I get are auto replies and emails. Says it will be 7 days before I hear from someone. This is the $$ for my car payment and I desperately need it. There are MANY MANY complaints about MyHeritage doing this. I did not agree to this and I need my money refunded. This should be criminalBusiness Response
Date: 06/10/2025
Dear *******,
Thank you for contacting us here via Better Business Bureau.
We are pleased to inform you that the issue has been resolved. In addition to this response, I have also sent you an email with further information.
If there is anything else I can assist you with, please let me know.
Kind regards,
*******
MyHeritage Support teamCustomer Answer
Date: 06/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that the full refund from My Heritage is satisfactory.
Sincerely,
******* ********
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