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Support not answering
Lenny Robertson
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I have tried contacting support through email (4 times), and through phone (4 times). When I ring, I get hung up on immediately, and I have doubts that my emails are ever going to be aswered. Especially after 5 days. I understand that there might be a long queue, in which case, at the very least give us some information on that. Taking out a hefty sum from my bank account, without any reminders, has not only forced me to re-plan all of my finances (I'm not in the best place), but also infuriated me at the lack of communication with customers on this site. I'm trying to organise a refund as-per the T&S. I'd appreciate any help or clarification I can get on the forum.
Lenny Robertson
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2
RE: Support not answering
Yehudah C.
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Dear Lenny,

Thank you for your message.

We have received your e-mails and we have addressed your enquiry.

You have been refunded on the 26th of November to which you were notified by e-mail. Please, double-check your e-mail inbox and even spam box, to be sure that you received the notification. 

Please also note that the refunds can take up to 7 business days to be processed by the banks. Therefore, you can also count it from that date above mentione on for about 10 days and check within that time period in your bank records and credit card statement for the crediting of the full amount refunded. 

Have a wonderful day.

Best regards, 

 

Yehudah C.
Israel
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3
RE: Support not answering
Rafael Villanova Gomes de Almeida
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I'm having the same problem.
Rafael Villanova Gomes de Almeida
Brasil
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4
RE: Support not answering [2]
Baba
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Hi Rafael,

As I've written to another user at the end of this thread, I will follow-up my requests.

I cannot do more from my side (user side).

Best regards

Remo

Baba
Ittigen, BE
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5
RE: Support not answering
Baba
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Hi Lenny,

I will forward Your problems into our moderator channel directly to the support.

Best regards

Remo

Baba
Ittigen, BE
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6
RE: Support not answering [2]
Jean Butler
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I'm having the same problem. All I get when I all My Heritage is the menu. Press the right number and it starts over again. I've been charged $250 without any prior notice. I don't even have My Heritage on my PC anymore. Can't reach anyone for help.
Jean Butler
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7
RE: Support not answering [3]
Baba
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Hi Jean,

I will contact our moderator channel, again, and follow-up my requests. I've no idea, why it's so hard to contact.

I cannot do more from my side (user side).

Best regards

Remo

Baba
Ittigen, BE
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8
RE: Support not answering [4]
Максим Чумер
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Hi, I am facing the same problem, could you please check? I've send an email 5 days ago about the refund as the Refund Policy states and no answer so far ... My account ID: 417683102

 

Thank you,

Maxim 

Максим Чумер
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9
RE: Support not answering [5]
Baba
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Hi Maxim,

I cannot check something in the area of accounts, etc., because I'm on the user end, too.

The only thing I can and will do, is to send a reminder to the support to assist You.

Best regards

Remo

Baba
Ittigen, BE
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