ComplaintsforIngenio, LLC.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying on several attempts to contact ******* team over the past six months, which unfortunately have not replied any response. Despite multiple emails and attempts to connect via calls, I have not received any acknowledgment or assistance.The reason for my persistent attempts to reach out is due to unauthorized charges on my card associated with your services. I have made numerous efforts to resolve this issue directly with *******, but the lack of response has left me deeply concerned and frustrated.It is crucial to emphasize that these charges were not authorized by me, and I firmly believe they are fraudulent. I have taken the necessary steps with my financial institution to dispute these charges, but it is imperative that ******* acknowledges this situation officially and cooperates in addressing this matter promptly.I have been asking for their attention and a swift resolution to rectify these unauthorized charges on my account. Everytime I try calling them the number is unreachable. I have been charged over $3000 and they have not given me any resolution. I have reached out to my bank and the bank has told me to speak to the company directly.

  Business response

  12/27/2023

  Please see our response attached. Thank you in advance! 

  Business response

  01/25/2024

  Dear Sir or Madam:
  The Kasamba marketplace provides an online venue where interested clients can select from a number of different independent advisors and engage with those advisors via online chat, telephone or email. 
  We understand the challenges that come with having your payment method stolen, and we are sorry to hear about your experience. However, we have investigated your claim of unauthorized charges on **** and found no evidence that these transactions were fraudulent or incorrectly billed. 
  Furthermore, you disputed the charges with your financial institution and they charged us back for those transactions in question. Please contact your bank for answers about their findings. 
  Our records show that we did respond to your inquiries and also explained how we can be reached 24/7 for your convenience.

  Please note that the account is now closed and restricted.
  

  
  

• Initial Complaint

  01/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did agree to see the website and pay but this last reader completely just stole my money asking me the most dumb questions n taking her time w an answer and added up to 140$ and I send a request for my money or a credit or something and I was declined because I had asked for a review or my charges and I never really got an answer I had gotten a credit before but this last time just completely charged my card

  Business response

  01/17/2024

  Hello, we are so sorry to hear that your reading experience did not meet our high standards. It is important that you to get the answers that you are looking for and it is very disappointing to hear that you did not during this reading. Keen has a Satisfaction Guarantee policy that allows you to receive one credit every 30 days, for a conversation within the last 72 hours and with a limit of up to $25.00. While we are always happy to refund any unused funds in your account, once funds have been spent on a reading the advisor is immediately credited and we are no longer able to issue a refund for these funds. Please know that our Customer Support team is here to help you review your charges to ensure that you have a clear understanding of how you were billed and our team will not deny applying a credit to your account for this reason. If you have any further questions or concerns, we invite you to contact us directly using our Customer Support Form and we will be happy to assist. 
  
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Keen psychics hires fraudulent providers but promotes Accurate Psychic Readings by a Keen Advisor from Trusted, Accurate Psychics. I've spent over $100,000 receiving services from them in hopes for true spiritual enlightenment but I was frequently mislead. When sharing honest feedback about readings to advisors I'd be bullied, harassed, and even threatened. This company does very little to protect their customers health or safety in these circumstances. As a result of using psychic services with keen I have endured a great deal of psychological, emotional, and mental distress. They do not vet their advisors to ensure accuracy of services and they do not do any kind of quality control, and I know this because I was a provider myself and was hired to the platform but did not have to prove my abilities. As a psychic myself, I should have trusted myself however this can be a dark readers dream come true as they prey on psychological vulnerabilities. As a customer on this platform, I have been in contact with readers who were drunk, abusive, sleeping, manipulative, liars and gaslighters. This platform is a scam and does more damage than good. I am seeking refunds for all services received.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had multiple Psychic readings and they charge hefty amounts per minute. They mention on their website about guranteed satisfaction but they don't return ********'s money after a complaint is raised. They don't have any customer support number or email. They are scamming people.

  Business response

  11/01/2023

  Hi, we are so sorry for the confusion with our Satisfaction Guarantee policy. If you have a reading that doesn't meet your expectations, **** has a Satisfaction Guarantee policy that allows you to receive one credit every 30 days, for a conversation within the last 72 hours and with a limit of up to $25.00. You can request a Satisfaction Guarantee credit by visiting the Keen's Satisfaction Guarantee page on our website. Please note that once funds have been used towards a reading, the advisor is immediately credited, so were unable to issue a refund back to the original form of payment. You are always welcome to contact us by visiting our customer support form or by emailing us at ***************** On weekdays, we are also available via phone at 877-KEEN-HELP. 
  
  

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/20/2023, I saw an advertisement for Keen on ******** guaranteeing a 10 minute reading session for $1.99. I decided to entertain this, as I feel somewhat lost in life. Once I created an account and paid $2.00, the promotion then changed to 5 mins for $1.99. After being connected with the medium for only 2-3 mins, I was disconnected mid-conversation and then charged $2.99. Though this is a small amount, the fact that they deceived me with their pricing and time guarantee (10 minutes guaranteed and then switching it to 5 minutes), and not even meeting the 5 minutes, is a clear violation of the law.

  Business response

  10/24/2023

  Hello, we are so sorry to hear that you did not receive the Get 10 minutes for $1.99! promotion. Please know that in order to receive this promotion, you must click the link in the advertisement to create your account. If you do not follow these steps, then you may receive one of our other new customer offers, Get 5 minutes for $1.00 or First 3 Minutes Free. 

  Regarding the length of your call, on our end it appears that your conversation lasted for five minutes and then ended when you declined to add additional funds. That said, we regret any confusion and after you previously contacted us, we added a courtesy credit to your account to allow you more time to speak to an advisor. If you have any further questions, we invite you to contact us directly using our customer support form. 
  

  
  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There is a psychic on a website on keen came chelli. Her photo is used on. 10 other websites with 10 different names. She charges $34 a minute for a reading and I found out by randomly scrolling on ******** with that same photo with several different names, different states and different countries. I spoke to this woman and she says she lives in **********,**. If thats the case then why is she **** posing and someone else to? **** promised that every physic is legit. It Im fact I have even more photos proving shes not who she is and I led her on during the readings only for her to repeat back what I said. I didnt realize ***** racked up I was scammed

  Business response

  10/31/2023

  Thank you for notifying us of your concerns about the photo your advisor is using. We are so sorry that this experience has caused you to question the value of the readings you have received from her. Rest assured we take such matters seriously. Due to ****'s Privacy Policy, we cannot share the actions taken towards the advisor in question. Nonetheless, please know that we are committed to keeping **** a safe and trustworthy platform for everyone.
  
  

  Customer response

  10/31/2023

   
  Complaint: 20758571
  
  I am rejecting this response because: I want a complete refund. Telling me you will look into the matter is not the same as refunding me.
  
  Sincerely,
  
  ***************************

  Business response

  11/06/2023

  Hi, thank you for your response. Please know that once funds have been used towards a reading, the advisor is immediately credited so were unable to issue a refund back to the original form of payment. While **** does not guarantee the accuracy of advisors as they are running their own business, we take customer feedback seriously and assure you that your concerns have been reported.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They did not have authorization to charge my card for whatever amount they deemed under ************. I was taken advantage of. I called they offered ************************************************************** process understood I did not receive the services. I explained my dissatisfaction and they said they already paid the advisor and this her agreed rate with them. I told her that I was not advise and the call was repetitive and carrying on as a way to increase charges. My card was fraudulently charged on 10/9 ***** ***** ***** *****

  Business response

  10/12/2023

  Hello, we apologize for any confusion about the billing for your most recent call. At the beginning of the call, you agreed to the advisors rate and selected our ************ option, which allows you to have your conversation without interruption to add more funds. When using ************, **** places authorization holds in 10-minute increments during your conversation. Any unused holds will be released back to your payment method immediately after your conversation has ended, however, it may take up to 5 days for your bank statement to reflect the final charges. 

  We understand you were not satisfied with your call, which is why our team offered to provide you credit as a courtesy. We are not able to refund already spent funds, as they are transferred to your advisor immediately following the call. In the future, if you are on a call and feel the advisor is not being economical with your time, we encourage you to end the call immediately and contact our team for assistance using this form. 

  We hope this information helps clarify, and we appreciate your feedback.
  

  
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** allows customer to be deceived through rushed 5 star readings , readers are blocking customers for leaving them under 5 stars , I was emailed by a Reade to not to leave nothing a 5 star, this was brought to the attention of keen in which the managers and supervisor ignore . They also say this is for entertainment. So they are openly not addressing the fact that customers don't have time to make accurate reviews . And allow their customers to be bullied into 5 star ratings by readers . As a result these rushed and bullied ratings have not only caused me to lose money for "5" star readers , but other customers as well. **** doesn't care about the customer experience they just care about the money they always blame the and argue with a customer. But lots of their readers are fraudulent taking customers hard earned money with false readings . I'm planning on suing them . Especially after today

  Business response

  10/02/2023

  Hello, were very sorry to hear about your experience with advisors on ****. While advisors are running their own business, and have the ability to block customers they no longer wish to speak with, please know that it is a violation of our policies for advisors to reach out and complain about negative feedback you *** have left, or threaten you in any way for leaving less than a five star rating.
  
  We assure you that we take these reports seriously, and while were unable to share the actions we take in response to these reports, this behavior is never tolerated by ****.
  
  While we do not guarantee the advice given by advisors, as they are running their own business on Keen, your experience matters to us. We ask that you reach out to our Customer Support team directly so we *** further address your concerns about any specific advisors you feel *** have violated our policies.

  Customer response

  10/02/2023

  unfortunately, I have already spoken to the "head" person at keen who refused to give me corporate information his name was *****, and which he argued with me, about policies saying they never guarantee readings etc etc,  even though i screenshotted that keen does advertise accurate readers, in my case several 5-star readers were not accurate. as I continue to see what the issue was after getting readings, and looking at recycled reviews, and receiving threats from readers to only give them 5 stars or nothing at all. I informed ***** which he didn't even ask which readers they were, he argued with me as if I wasn't a customer, he seemed bothered, and have no customer service skills, defending the actions of readers encouraging us to only give them 5 stars, which you are not saying isn't your policy.  The truth is majority of your 5 star readers ***********;accurate making them fraudulent , which are targeting innocent customers and causing them to lose money, because you all don't want to take the extra effort to be sure that the ratings and reviews are properly done, I've suggested numerous things like an anonymous survey after 30 days which will add or subtract from their score, I've also suggested giving customers 30 days to review readers, I've also suggested a forum where customers can speak among themselves and free chats like other hotlines have, and allowing customers to like review and also comment something , this ensures that your customers are valued and not you just allowing fake readers to ******* us out of money. I know the customers experience is not your number one priority based of how you all respond putting blame on "independent readers" as if you're not the company representing them and you have no responsibility of how they conduct themselves or if the customers are not getting their money's worth, The ***** represented **** as a manager, indeed showed me you all don't care about the customer. Maybe you should listen to the conversations that were recorded between ***** and me. It's unfortunate i been on keen for many years but there are other lines i could call and no longer spend my money here because you don't value your customers are their opinions.

   
  Complaint: 20659362
  I am rejecting this response because:
  
  Sincerely,
  
  ************

  Business response

  10/03/2023

  Thank you for your response. As we previously stated, we welcome and appreciate any specific information you would like to report to our team about advisors that *** be violating our policies. If you ever experience any unprofessional communications from an advisor during or after a reading, including regarding the feedback you leave, please let us know via our support form. Your concerns will remain confidential, and we truly appreciate you helping us ensure our advisors conduct business to the highest standards.

  Customer response

  10/04/2023

   
  

  have sent in several forms to customer support, including feedback and complaints which lets me know you don't read any of the complaints or concerns, I've called in , talked to the manger  **********; he was also rude and dismissive. I just have to understand you all don't care,  but I'm glad I came to the BBB so other customer will beware, and read what's really going on , the recycle feedback, the fraudulent 5 star readers , the lack of professionalism with some of the readers throwing tantrums, because we didn't leave a 5 star rating , while keen sits back with their hands in the air " its not our fault, where just the company their independent " ..how convenient 

  Complaint: 20659362
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There has been multiple fraudulent charges that has taken place on my company card. I'm requesting a full refund on these charges. My card ends in ****.

  Business response

  09/15/2023

  Hello from the Keen Policy team. Thanks for writing to us with your request for a refund. In order to assist you with a refund, and to understand the charges on your Keen account, we kindly ask that you submit your request through our Customer Support Form, which can be found at keen.com/support. A member of our Customer Support team will be glad to address any concerns you have and reply to your message within 24 - 48 hours. 
  
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Keen is a SCAM. Readers who are rated at 5 stars are not actually 5 stars!!! They manipulated the stars and reviews. Last night I spoke with a reader named '********* of the Light' and she just could not connect and said something completely off track. When I asked her a question she didn't have an answer to she just abruptly ended the chat. I left one star but my review has been hidden KEEN HIDES NEGATIVE REVIEWS OR LOW STARS FOR MANY READERS. My review is not there !!!!! so very UNETHICAL. I sent and email and no response to this

  Business response

  09/11/2023

  Hello, we are very sorry to hear a about your poor experience with one of our readers. Your email has been received by a member of our Custmer Support team and you will receive a reply to your inquiry within 24 to 48 hours. Please know that Keen customer feedback is only displayed for conversations that last for at least 3 billed minutes. Because your conversations were cut off before three minutes, the feedback you left was not displayed on the website. Please note, our policy team will only remove customer feedback in instances when it violates our Feedback Policy (******************************************************************************). We apologize for any confusion, and hope this information is helpful for future readings.

*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. ↩