Log in
Sign up
View all  |  Close all
#
Subject
Posted by
Actions
1
How does one get a refund on a subscription? You obviously make it difficult!
DReese
- Close
  
 

This makes me want to cancel all the more! I just finally signed up because thats the only way to add the rest of my tree people, really see how stuff works and see smart matches etc.

But now that I did pay money to get the membership I see that I should just get a refund/cancel , BUT HOW? The 'My Heritage' support desk/team hasnt answered my emails to them!

I cant find a support phone number anywhere! And this site is looking worse to me all the time because of these things. According to law, we have a 72 hour window to cancel a purchase. I am sharing this with others as evidence to the fact. Obviously myheritage does not make canceling and getting refunds for its members easy, HOWEVER it is easy to just delete and cancel account. In this process I also see there is no 'clear way' for a person to cancel a membership when their year membership is up. I am guessing its a hassle for members to discontinue their subscription and stop their credit cards from being  automaticlly charged probably! Like I said- it doesnt look good here! Can anyone direct me through this maze on how to handle this, and get my refund and get off this site? Thanks Deb

DReese
- Reply
2
RE: How does one get a refund on a subscription? You obviously make it difficult!
Dave Clayton
- Close
I Joined up early january 2013 as a Premium Member after I had downloaded the free software and populated it with all my existing records.  I thought it necessary to join up in order to plug the gaps in my family tree. I had done most of the hard research without any help.  Was I a fool.  I'm searching only UK records and find the search capability really limited.  I get more info off FREEBDM.  Why does all searching get redirected to World Vital Records where another subscription and payment is required before information is revealed.  Isn't this what I am paying My Heritage for? I want one site to provide all my needs and one payment to pay for it.   I want a refund, but like other posts on this forum, its unlikely I will ever get a response on this posting or my credit card refuned.  

Also, I'm sick and tired on wasting my time checking through SmartMatches when there's obviously no direct match between my person and the other offer up.  What a joke.

If MyHeritage reads this, please do not attemp to renew my membership when it expires, as without my authority, this is theft.

Dave Clayton
Australia
- Reply
3
RE: How does one get a refund on a subscription? You obviously make it difficult! [2]
Daniel D.
- Close

 

Dear David,

Thank you for writing us and we do appreciate your patience regarding this serious matter.

There's several things I would like to comment here, and in order to make it organized and easily redable I would like to divide your complaints into a few sections to be easily answered:

1) Family Tree Builder Record Match points to World Vital Records:

When you use the research tool and records matching in Family Tree Builder you are taken to our partner company WorldVitalRecords.com.

Your SuperSearch data subscription isn't recognized there and so you are prompted to pay again.

We plan to change this so that the research tool and records matching will take you directly to SuperSearch, but we have a little more work to do on the structure before we can make the switch.

2)  Refund:

I've already transferred it to the appropriate department and you will be refunded shortly.

3) Forum posts not being answered: 

We are doing our best answering all of the forum posts, sometimes they are answered a bit delayed like for example this forum post. Sometimes it's hard to catch up - especially on the holidays seasons like Christmas and a bit afterward and so the reposnses are late. We are extremely sorry for that and we are working on improving the response times as well as the quality of them.

4) Smart Matches showing bad connections:

First of all, have you ever considered that these smart matches could be right? For example names could be different in different languages, take swedish or norwegian names as they have different naming systems that are not familiar to most people. Also some people might not know when certain family members where born and so they put an approximate date of birth. We have seen such phenomenons many times.

Second of all, it is known that we have some problems with our smart matching systems and we are working hard on improving our system, there's a lot of work to be done.

5) Automatic renewals:

When you sign up for a subscription you sign up usually for an Annual Recurring Subscription (doesn't matter if it's a Data subscription, a Premium or a PremiumPlus), which means that you will be charged yearly automatically unless you write us an email to Support@MyHeritage.com. During the purchase of the subscription you are received a note that it will be an annual subscription. You also receive a notice in the first email that you receive when you purchase it successfully and it also lets you know when the subscription will be renewed. We are working on building a better system to allow users to cancel the automatic charges easily.

6) Having trouble accessing the UK records:

Did you try selecting a specific collection from the list in the top right of the screen when you choose 'Research'? 

Also once you type the search arguments, you are lead to a page that is not sorted really well, for that we have the filters on the bottom left of the screen such as "First Name" and "Last Name" that could help you filter it out. 

Please, let me know if you would like to receive more information or assistance. I would like to point again that you will receive your refund shortly. 

 

Daniel D.
- Reply
4
RE: How does one get a refund on a subscription? You obviously make it difficult!
Rhianna W
- Close
I've refunded you. We don't make it difficult to get a refund. In fact, we take great care when someone asks for a refund and typically reply within a few days at most if you request a refund. 
Rhianna W
Tel Aviv, Israel
- Reply
5
RE: How does one get a refund on a subscription? You obviously make it difficult! [2]
Zemma Luise Westh Poder
- Close

So far, I have waited four days without a reply to my email about a refund... Sent to support@myheritage.com, without a word from you.

  

Zemma Luise Westh Poder
- Reply
6
RE: How does one get a refund on a subscription? You obviously make it difficult! [2]
Sheila Smail
- Close

I can't see where I would request a refund, so I am not sure how easy it is to get one. 

I paid for a year's worth of data, but I frankly can't see that I will use it at all. I would like for my subscription to be cancelled and to get a refund. How would I do that? 

Sheila Smail
ottawa, Canada
- Reply
7
RE: How does one get a refund on a subscription? You obviously make it difficult! [3]
TR TIMPET
- Close
did this user have her wishes acknowledged and was a refund the outcome.
TR TIMPET
Belgium
- Reply
8
RE: How does one get a refund on a subscription? You obviously make it difficult! [4]
Sheila Smail
- Close
If you mean me, then yes - got it a few days ago. I don't know about the original poster tho - I would assume yes. 
Sheila Smail
ottawa, Canada
- Reply
9
RE: How does one get a refund on a subscription? You obviously make it difficult! [3]
Marianne
- Close
For all questions for which you request technical support or incase of payment related matters, I advise you to contact the support department at support@myheritage.com   Please make sure you wite from your registered email address or have this mentioned in your email so we have your registration details available to us.  This way you will receive a personal answer.
Marianne
Netherlands
- Reply
 
Loading...
Loading...