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Business Profile

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MyHeritage (USA) Inc.

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for MyHeritage (USA) Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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MyHeritage (USA) Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 1,002 total complaints in the last 3 years.
    • 257 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/05/2025

      Type:Product Issues
      Status:
      Resolved
      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 received two unauthorized charges in 2024 and 2025 for subscription services I never signed up for. When I look at my account, I terminated subscription services on Feb 12, 2020. I opened up a fraud case with my Visa card provider. myHeritage issued a refund for one of the two charges in the amount of $200.34 but not the second charge also in the amount of $200.34. I am looking for that second credit to be processed.

      Business Response

      Date: 05/06/2025

      Dear ****,

      Thank you for bringing this to our attention.

      From what I can see in your account under the verizon email, your Data Subscription was indeed canceled in 2020.

      You have another account with us, where on February 25 2024 and February 25 2025 you were charged for the Data Subscription. I understand this wasn't your intention.

      The 2025 subscription charge has been refunded on April 17 2025.

      Kindly note that as per our Terms and Conditions, MyHeritage offers a 30-day money-back guarantee. However, we can see that you have made no use of the paid features and therefore, as a gesture of goodwill, we decided to issue a full refund for the 2024 charge as well now.

      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. 

      Please rest assured, 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 team

      Customer Answer

      Date: 05/06/2025

       
      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:05/02/2025

      Type:Billing Issues
      Status:
      Resolved
      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 did not sign up for auto renewal with myheritage. I was charged 299 dollars on my credit card a few days ago. So I went into the subscription to update to not get charged again next year. However, I would like a full refund as I think this is a poor business practice. My subscription expired 4/29/25. I am in a rehab and could not access the account until today with help from my wife.

      Business Response

      Date: 05/04/2025

      Dear ****,

      Thank you for contacting us.

      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. 

      If there is anything else we can assist you with, please let us know.

      Wishing you a lovely day!


      Kind regards,
      MyHeritage Team

      Customer Answer

      Date: 05/08/2025

       
      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:04/27/2025

      Type:Billing Issues
      Status:
      Answered
      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 am filing this complaint to express my outrage and deep dissatisfaction with the predatory and fraudulent practices of MyHeritage.com. On April 27, 2025, MyHeritage.com charged my account for an automatic renewal that I never authorized, requested, or approved. This charge was made without any prior notification, giving me no opportunity to prevent it. The so-called “opt-out” process for automatic renewal is deliberately hidden and unclear, designed to trap customers into unwanted renewals. This is not an oversight — it is a calculated scam. These tactics are deceptive, unethical, and should be considered criminal. After-the-fact notification of a charge is a blatant violation of basic consumer rights. No legitimate company would operate this way. It is shameful that MyHeritage.com continues to conduct business while preying on unsuspecting customers. I have demanded immediate cancellation of my account and a full refund of the unauthorized charge. It is unacceptable that MyHeritage.com believes it has the right to take money without a clear, mutual agreement. Let me be clear: I will not quietly accept this. I intend to report this misconduct to every consumer protection agency available, post reviews to expose your deceitful practices, and warn others of the scam you are operating. Companies that exploit customers through hidden terms and unauthorized charges must be stopped. I demand an immediate refund of the full amount taken and confirmation that my account is permanently canceled, with no further attempts to charge me again. You have stolen from me, and I will make sure your actions are brought to light.

      Business Response

      Date: 04/28/2025

      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 team

    • Initial Complaint

      Date:04/26/2025

      Type:Order Issues
      Status:
      Answered
      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 cancelled MyHeritage last year and they just auto-renewed my membership for $299.They pulled this stunt last year for the same amount and only refunded $75 of my money.I want every ***** of my money refunded this time and for them to be dinged because of unsavory business practices.Thank you for your assistance

      Business Response

      Date: 04/28/2025

      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 are any other issues that need to be addressed, please dont hesitate to contact us.


      Kind regards,
      Natalie 
      MyHeritage Support team

    • Initial Complaint

      Date:04/25/2025

      Type:Billing Issues
      Status:
      Answered
      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 contacted Myheritage last year to cancel my account and not do an auto-pay. I just received a notice from PayPal that they had once again charged my PayPal account immediately after midnight. I wanted the account canceled and no auto-renewal. My wishes were not done. I want account canceled and the most recent charge refunded.

      Business Response

      Date: 04/28/2025

      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, you will receive a notification email at your registered email address.

      If there is anything else I can assist you with, please let me know.

       

      Kind regards,

      *******

      MyHeritage Support team

    • Initial Complaint

      Date:04/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      MyHeritage signed me up for services I did not want, I chose the basic plan and they gave me some other plan and said it was a trial. I contacted them as soon as it charged my account for a year of some other services,and they still would not refund me. I emailed consumer service, they called but I was working everytime they called and everytime I called back it went to a recording that hung up after. There is no customer service to call. I just want my money back.

      Business Response

      Date: 04/24/2025

      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:04/19/2025

      Type:Billing Issues
      Status:
      Resolved
      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 have tried to close this account for 2 years. Because I could not get into my account to Close it, I wrote to them at the address that was on my paperwork. I instructed my credit card company not to pay them. Payment was declined 3 times and paid on the 4th attempt. I have already complained to the financial agency. I want it closed and my money returned.

      Business Response

      Date: 04/22/2025

      Dear *****,

       

      Thank you for contacting us.

      In order to help you, we need to locate your MyHeritage account using your email address, but there is no account under *********************************************

      We sent you an email directly from MyHeritage. Please reply to that email, so we can assist you further.

      Thank you in advance.

      Kind regards,

      MyHeritage Support team

      Customer Answer

      Date: 04/22/2025

       
      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:04/18/2025

      Type:Product Issues
      Status:
      Answered
      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 am complaining about is Myheritage.com. But I am going to follow up with a report about ********** in the near future, as well as close my ********** account, but only after they resolve this refund situation. I no longer feel safe using them!. ************************** charged me through ********** for an unauthorized subscription: Case ID ****************** Disputed amount $299.00 USD Transaction ID 3D189705TH874382J Transaction amount $299.00 USD Transaction date April 17, 2025 Seller name MyHeritage Ltd ********** seems to be making it too easy for unscrupulous merchants to easily collect unauthorized payments from consumers, and at the same time, they make is time consuming to actually receive a refund. The company's slant away from protecting consumers is making ****** a less appealing choice!

      Business Response

      Date: 04/22/2025

      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:04/18/2025

      Type:Product Issues
      Status:
      Resolved
      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 WAS CHARGED $299 FOR MY **************************. THEY SAID IT WAS ON AITOPAY,BUT I NEVER ORDERED AUTO PAY. MY ****** ACCOUNT SHOWS $299- ON MY ACCOUNT. I HAVE TRIED NUMEROUS TIMES TO GET AHOLD OF MY HERITAGE BUT WAS NEVER ABLE TO GET THROUGH TO THEM I FILLED OUT ALL THE PAPERS THEY ASKED FOR TO CONFIRM MY ID, THEN ALL THEY DID AT THAT TIME WAS TRY TO SELL ME ANOTHER ACCOUNT. SEEMS LIKE A BIG RIPOFF TO ME.

      Business Response

      Date: 04/22/2025

      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:04/15/2025

      Type:Billing Issues
      Status:
      Answered
      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 subscribed to the annual subscription; I was certain that I chose to not auto-renew and went into the site to verify. Yesterday they tried to auto renew but was denied and flagged as fraud. I addressed the problem w card, explained I did not want to auto renew but it wasn’t fraud. Today, the subscription auto renewed! There is no way to contact anyone at this company, no way to find and remove my payment information. It’s like the have my card and can use it whenever they like! There should be a subscriber beware notice on the site—easy to start, impossible to stop. I want the auto renewed stopped, my card reimbursed. As soon as this happens I can delete my account.

      Business Response

      Date: 04/16/2025

      Dear ******,

      Thank you for bringing this to our attention.

      As per your request, a full refund has been issued for your Complete 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. 

      You have received a confirmation to your registered email with us.

      There will be no further charges.

      If there is anything else we can assist you with, please let us know.

      Have a great day!


      Kind regards,

      MyHeritage Team

    MyHeritage (USA) Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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