Report: #924453

Complaint Review: MyHeritage LTD

  • Submitted: Wed, August 08, 2012
  • Updated: Sun, August 12, 2012
  • Reported By: Tina — Chehalis Washington United States of America
  • MyHeritage LTD

    Internet
    United States of America

MyHeritage LTD Plimus accidental subscription order 07/28/2012-immediate cancellation-cancellation acknowledged-$119.40 charged to card 08/01/2012-support@heritage.com does not acknowledge repeated requests to refund money , Internet

*UPDATE Employee: Customer was Refunded directly by My Heritage

*UPDATE Employee: MyHeritage team response

Show customers why they should trust your business over your competitors...

On 07/11/2012 I mistakenly ordered a "data subscription" for $76.18 from myheritage.com thinking that I was ordering something else, my mistake. 
I found the site and subscription difficult to use and as a result on 07/28/2012 mistakenly ordered a "premium upgrage" for $119.40 by accident because I pushed the wrong button in my confusion.  
Realizing what had happened I immediately (within seconds) cancelled the "premium upgrade" and was reassured by email that my order and immediate cancellation had been received. 
Four days later my credit card company emailed me of a purchase over $100.00.  It was the cancelled premium upgrade. 
I have written several emails to the support team at myheritage asking to have the premium upgrade subscription refunded, asking if there is something I need to do to that I haven't done to get my money refunded from the unintended purchase. 
They have sent emails that ignored all my requests to cancel the premium upgrade. 
I am not using the services in question and will not. 

I have filed a transaction dispute with my credit card company for the 07/28/20112 charges. 
I have also asked to have the data subscription pro rated for the month of July and cancelled. 
I want to cancel both subscriptions with this company and have told them in writing several (6 or 7) times.    They continue to ignore my requests and have made no refunds of my money.
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This report was posted on Ripoff Report on 08/08/2012 04:22 PM and is a permanent record located here: http://www.ripoffreport.com/reports/myheritage-ltd/internet/myheritage-ltd-plimus-accidental-subscription-order-07282012-immediate-cancellation-canc-924453. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals

REBUTTALS & REPLIES:
0Author
2Consumer
0Employee/Owner

#1 UPDATE Employee

Customer was Refunded directly by My Heritage

AUTHOR: DerekPlimus - (Israel)

Plimus is an global online reseller for many thousands of companies processing around one million secure online transactions each day for sellers and shoppers around the world. 

The complaint relates to orders we have traced as numbers 46182123 and 65916794. 

We have no record of the shopper referring this matter to Plimus at any time, however our records show that the order was directly refunded by the seller My Heritage Limited on August 9th 2012. 

If the shopper is still not completed satisfied with how this matter was handled then they can contact us directly and we shall endeavor to assist further. 

Sincerely, 

Derek, Plimus 
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#2 UPDATE Employee

MyHeritage team response

AUTHOR: MyHeritage support team Rhianna - (United States of America)

I'm sorry to hear you were unhappy with the service you received from us at MyHeritage.

First and most importantly - a full refund was made to your account for both charges on Aug 9, 2012. 

According to our records I show you originally wrote on July 29th asking about for more information about your purchase (not for a refund). Our support team answered within 72 hours. 

You canceled the automatic renewal on your subscription on July 28. It's clearly stated that your subscription was still valid until 2013 in the confirmation email you received:

We would like to bring to your attention that the automatic recurring payment for your family site '.. Web Site' has been stopped. This means your current PremiumPlus plan ends on July 28 2013 and at this time you will be given the option to extend the plan manually. 

The first time you requested a refund was on August 2. Within five business days of your request you had a full refund for all purchases made. This refund came after two different representatives tried to help you by email and telephone.

For general information and others who may read this post: You always have the option to cancel your purchase and get a refund. 

If you want to get a refund you should write support www.myheritage.com/help from the email address you used to make the purchase, explain the problem that makes you want to get a refund, include your order number, amount of purchase and purchase date. This will help us reference the purchase and speed up the process.

We do our best to resolve any problems you may have with service or help you gain a better understanding how MyHeritage works so you can actually use what you bought. If we aren't able to help you we'll issue a refund.
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