Complaints

This profile includes complaints for Liveperson.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Liveperson.com

  530 7th Ave Fl M1 New York, NY 10018-4878

• 

  Liveperson.com

  14525 SW Millikan Way Beaverton, OR 97005-2343

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account listed under the email ********************** has been terminated due to reasons of discrimination. I am writing this letter as a contemporaneous record for our legal staff for future litigation if it has to come to that.cc: ADL Anti-Defamation League

  Business Response

  Date: 01/02/2023

  This customer was an advisor on a platform that we maintain to enable advisors and customers to connect with each other. The customer who filed this complaint affirmatively agreed to our Terms of Service when he signed up to join the platform. These Terms of Service expressly provide that our company may  in its sole discretion, terminate any advisors participation on the platform at any time for any reason or for no reason. That said, the customer's conduct provided multiple non-discriminatory reasons for termination of his access and use of the platform. We vehemently deny that there was any improper basis for this termination, and customer has provided us no evidence of such a basis. 

• Initial Complaint

  Date:10/25/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 10/23/2022 Amount Paid: $840.57 Amount that should be paid: $201.00 Please see detailed report uploaded via PDF.Thank you for your review and your time.

  Customer Answer

  Date: 11/21/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Live Person.com regarding complaint ID ******** from the Better Business Bureau. 

  On October 25 (they would not have as yet received my BBB complaint), a representative from Live Person contacted me via email regarding my discussion with their customer care representative, however, their email did not address any of my concerns over their erroneous charges and incorrect charge amounts.  In fact, it validates that I was charged for multiple "sessions" due to being kicked out of my (one) session several times and then being billed the incorrect amount upon re-entering my original session.  It does not address the time discrepancies at all (email attached).
  
  Sincerely,
  
  ***********************

  
  

  Business Response

  Date: 01/23/2023

  Dear Sir or Madam:

  Liveperson received a complaint regarding *********************** (User). Generally, ******************** provides online chat and other engagement technology which consumers can use to talk to or otherwise communicate with professionals that have expertise in numerous areas. The consumer contacts preferred psychics through our Spirituality and Religion (S&R) online expert services.  
  
  

  After researching the account with our customer service team, we determined this user had 6 sessions for a total of $809.57 on October 23rd. All sessions with one advisor. The first session was entitled to a 70% discount which is capped at $50 maximum discount (User's exhibit A, limit is mentioned at the bottom of the screenshot). The user's first session reached a value of $100, at which point the session ended as the user deposited $50. So, $50 of the session's value is covered by the promotion, and $50 by the user's balance. The user deposits another $50, which now last for less time, as the advisor charged $20 per minute. Now, the system ends the session after 2 minutes, since the 3rd minute would cause a debt. The user continues depositing funds and returning for sessions that are cut short as the system doesn't allow the user to enter into a debt.
  
  Eventually, the user uses a different way to pay, which is - You provide card details, have your session continue for as long as you'd like. Meanwhile, as long as you're in the session, the system refills your account balance with the equivalent of 10 minutes, so the system knows there's money, so the session can continue. The system received a decline when attempting to refill a second time, so the session is once again ended. The user then uses a higher refill time, 15 minutes this time, so the system would try to charge 15 minutes worth every time the user runs out of funds. The user then has another session, for 18 minutes this time, and a final fee of $359.82 ($19.99 per minute, which was the advisor's fee all throughout the previous sessions as well). As the user was charged for 15 minutes worth again during the session, they have a remainder of $240 in their account.
  
  A day later, the user opens a chat with **************** and claims they were also charged for time outside of sessions, which is not possible. The agent explains the charges and the current balance, which the user requests to have refunded back to them, the agent agrees and performs the refund on the spot. The user claims they were charged incorrectly and the agent attempts to explain that the charges are correct. The agent and the user are at an impasse as the user insists the charges are incorrect. The agent offers to follow up via email. The user agrees. The agent then sends a full breakdown of all sessions in ticket #****** which was sent on October 25th, a day after the chat and two days after the sessions.
  
  The user does not respond to the email. The user performs a chargeback of most of her transactions on October 28th and October 30th. As of October 30th, there are still a couple of transactions that remain paid, but this could change if the user performs more chargebacks)
  
  All in all, the user may have not understood the charges completely. It's important to highlight that at $19.99 per minute, the total session value is $859.57 and the total amount charged is $809.57. The user claims they were charged $1k+, which at one point is true, but this is due to the refill feature, and the user receives a refund of the excess funds immediately when it is requested.

  Please contact? ?me? ?if? ?I? ?can? ?be? ?of? ?any? ?further? ?assistance.? ?Otherwise,? ?we? ?will? ?consider? ?this? ?matter? ?closed.? 

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It is clear the business did not review my submission.  My submission contains absolute evidence that I was continuously kicked out of my single engagement - that the conversation, was only one single engagement, and that the business charged me for multiple engagements at highly increased pricing for each time I had to log back in to the chat I was continuously kicked out of.  The conversation I provided via the exact chat, also reflects that this was one engagement. In the chat, I apologize several times for being kicked out and the consultant continuously tells me not to worry, she understands, and we pick the same conversation up where we left off.   In addition, the times reflected on the actual chat clearly show the amount of minutes I was engaged with their consultant, which differs completely from what they allege and charged incorrectly.  This business clearly demonstrates that they have no interest in forthright discovery of the truth.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:08/25/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working with ******* for over 20 years and have been loyal to them. I am writing this complaint mainly to establish a contemporaneous record because I am not sure if this matter involves a matter of negligence, corruption, or discrimination.The first matter that happened is that a client of mine called *********************** and used the friendly link that I am supposed to be paid 100 percent and no commission is taken out.Another client ***************** (********) came to me and she was charged but i was told on the site that it was not fully charged. Even if the client was not telling me the truth the site is supposed to insure against charge backs now. Now the charge back does not show up, but I still have not been paid for the balance. It just disappeared.There is another charge back ******** now that actually started as two sessions but now I can only find one of them. $1299.60 was the session fee and $518.22 remains uncharged. The site has not covered the charge back.I submitted a new profile picture that is in ******* with the other pictures I am using online to update things and I know to email first because one time my rank was lost by trying to update things. So I emailed the picture ahead of time the person said no that will not be approved as very good. I sent another one that is exactly what he wanted and I have not heard back from him.I am noticing issues with getting profiles approved and recently I submitted several of them and they are all pretty much the same a few were approved and several were rejected, for no logical reason.I am excited to move forward and involve ******* in many new ventures that I am involved with and this is kind of like a punch in the gut here so this is an attempt to bring a kind resolution to this problem so we can move forward to a successful alliance together in the future...***All communications are to be in writing.cc: **** ********** ****** *****