ComplaintsforKeeper Security, Inc

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a reminder set up on my phone to cancel my subscription to Keeper 2 weeks before my subscription was up so that it would not auto renew. I got charged on Nov 25, 2023 for another year even though I had 3 weeks left on my subscription. When I contacted support they were not able to give me a clear answer on why and simply stated ""Subscription Fees are billed and collected in advance based on your subscription plan." "In advance" means any time." This is a very ambiguous statement and I feel is a shady way to handle auto renewal processes since they could be forcing people to renew costantly at any time under the guise of ""In advance" means any time."

  Business response

  11/29/2023

  Hi, 

  Our billing issue issued a refund to your yesterday. Please let us know if you need further assistance. 

  Thank you!

  Best, 
  TingTing

  Customer response

  11/30/2023

   
  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

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company charged me for $34.99/year for quite sometime and my husband has also a keeper account and his only paying $14.99/year. I already raised this question every time my renewal is up. I have left 7 x times a messages on their phone and never returned my call. I send them an email and ****** respond back thru email but never get a chance to call. I explained I dont want my credit card left on their system and I still want them to explain why they are charging me higher than my husband account. I want this company to be investigated. My question why would this company charging different prices as we both the same application.

  Business response

  11/22/2023

  Hello, 

  Per your request, our billing team issued a partial refund to your account to match the 50% off sale. Thank you!

   

  If you need further assistance, please reach out to **********************************. 

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a new iPhone and had to submit a new facial recognition. Then when I tried to access my Keeper account I could not. They sent me a verification code by email which I submitted. But then they asked for a security question which I would need to access my Keeper account to know. Since then its been nothing but a supreme challenge to get anywhere with them. No support no help no nothing. So I deleted them from my APS and will seek **************** from someone else. Dont fall for their service. Its not worth it!!!!!!!!

  Business response

  10/24/2023

  Hi *******, 

  I'm sorry you're upset. I reviewed your case and I saw **** and ***** from our support team assisted you. Please note that Keeper is a zero knowledge security service provider. It means, we do not not know user's Master Password or their ********************** question answer. 

  If you still have your old phone available, and can still access Keeper account using your Biometric Login (FaceID/Fingerprint), you can reset your Master Password, once logged-in, from your 'Settings' > 'Reset Master Password' > Allow your Biometrics to scan again, and you can set a new Master Password.
  
  However, if you forgot both your Master Password and your security question answer, then we can help you start over. However, this process will wipe out all existing data. 
  
  Our system shows that you purchased the Keeper subscriptions via iTunes. Unfortunately, we dont have the ability to refund the purchases made via iTunes because they are the point of sale where you purchased Keeper. We can only refund the purchases made on our website.
  
  If you would like to request a refund, please contact iTunes directly for assistance. To pursue a refund on iTunes, follow these steps:
  
  1.To get the refund, go to ***************************************;
  
  2.Click on 'Chose a Product'> 'Billing & Subscriptions' > 'Subscriptions & Purchases' > 'Request a Refund'.
  

  If iTunes declines the refund, you can also dispute the charge via your card company. Please let us know if you need further assistance. We're happy to help!

  Best, 
  TingTing

• Initial Complaint

  08/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I attempted to change the email address associated with my personal Keeper account. I've been in contact with Keeper's customer service for the past couple of weeks due to losing access to my account.

  Business response

  08/23/2023

  Hello, 

  Thanks for reaching out. Per my understanding, our business support team has resolved the issue for you. 

  Please reach out to ******************************************* if you need further assistance. Have a good rest of your day!

• Initial Complaint

  06/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *************************************** Keeper Security is a password "keeper." I paid for this to "try" it. I sent an email to cancel it. No response. Then, I went to chat session and indicated I wanted to cancel. They confirmed who I was with them by sending a message to my email and text to my mobile phone. I confirmed. Then, they asked why I wanted to cancel. I told them I went with "LastPass" as a password saver. I asked them to confirm my refund to AMX. They said they do NOT give refunds ever! Then, why do they ask why I want to cancel??? If I'm not satisfied and want to try a product, shouldn't I be able to cancel it and uninstall (which I did). If the program is legitimate, they should want to maintain membership and subscriptions and yet no refunds are given!!!?? They have my AMX number and now all passwords as well. I am concerned they will bill me again next year. Also, I emailed them promptly after the purchase/trial. Finally, got the "no refund policy" in text messages. Pretty scary. Please help.

  Business response

  06/26/2023

  Hello, 

  
  We reviewed your case and issued a full refund to your account as a one time courtesy. 

  Have a good rest of your day!

   

  Best, 

  TingTing

• Initial Complaint

  06/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Keeper renewed my subscription without my my consent for the year. I dont even use the app and tried to cancel via the app prior to being charged.

  Business response

  06/19/2023

  Hi, 

  Per your request, we've reversed the charge to your account. 

  Please let us know at ********************************** if you need further assistance. 

   

  Best, 

  TingTing

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent an email to canceled my subscription with keeper security on April 16. I was still charged for renewal of $9.99 that day. I was charged for another renewal of $29.99 today, April 28. I cannot get in touch with anyone on why a subscription I requested to be canceled was renewed anyway. I want a refund and my subscription to any and every keeper security account with my name on it to be canceled.

  Business response

  04/29/2023

  Hello,
  

  We reviewed the case and have issued a full refund to your account. 
  

  Please do not hesitate to reach out if you have any other questions at **********************************.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Today, while reviewing payments on my PayPal account, I found a charge from Keeper Security of *****, made on February 19th 2023. I did not explicitly authorize any renewal, neither was this the price I paid when I first bought their service. Furthermore I cannot, however I try, log in to the Admin Console. A sender verification is made, a code is received by email, but it never works and its impossible to login to the Admin Console. I found all this to be very strange, an abuse, and possibly a scam. I held their business in higher consideration.I would like them to efective immediately cancel my account, and refund me the *****.

  Business response

  04/13/2023

  Hello, 

  
  We've issued a full refund to your account. If you need further assistance, please reach out to us at **********************************. 

   

  Have a good rest of your day!

   

  Best, 

  TingTing

  Customer response

  04/17/2023

   
  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

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today, while reviewing payments on my PayPal account, I found a charge from Keeper Security of 63,94 , made on March 9.I did not explicitly authorize any renewal, neither was this the price I paid when I first bought their service.Furthermore I cannot, however I try, log in to the Admin Console. A sender verification is made, a code is received by email, but it never works and its impossible to login to the Admin Console.I found all this to be very strange, an abuse an possibly a scam.I held their business in higher consideration.I would like them to efective immediately cancel my account, pro-rata the 1 month of use (march 2023) and refund me the difference in money.

  Business response

  03/23/2023

  Hello, 

  
  Thanks for your patience. Our system shows that the charge has been reversed. Please let us know if you need further assistance. 

   

  Best, 

  TingTing

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  $136.44 February 26th I ordered a password keeper from Keeper Security *** for my computer. I had no idea that the product was so difficult to use. They have tutorials, but too difficult for me to understand. I thought they had a 30 day back money guarantee but when I contacted them a day later they said they do not. *** contacted them several times to let them know my situation with no results. I am a 65 yo on a fixed income. I dont understand how these companies advertise how easy there programs are and once you get and download you cant use them too complicated. Who would think you would need an extensive tutorial for a program to keep passwords? I would appreciate if you could help me get my money back, I contacted them the day after I bought it within there 30 days. I also filed with PayPal but they have got no answer from them.Thank you for your time ***********************

  Business response

  03/08/2023

  Hello ****,

   

  We reviewed your case and issued a full refund as a one time courtesy. Please allow 5 to 10 business days till the credit shows up on your end. We also sent you an email for you to delete the account. 

   

  Thank you!

   

  Best, 

  TingTing

*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. ↩