ComplaintsforKeeper Security, Inc

• Initial Complaint

  09/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have an account with ********************** where I store private information. I no longer want to use the service that Keeper provides but I am being denied access, to customer service and my information, unless I pay their yearly subscription fee. Free Members are also denied customer service so that there is no one that can help with issues unless you upgrade to a premium account. They require renewal in order to receive any help regarding my account and information.

  Business response

  09/06/2024

  Hello, 

  Thanks for your feedback. Human support is indeed a paid feature. 

  I temporarily activated your account so you can export your data via a browser on your computer. Please complete the below steps within 48 hours. 

  To print out your Keeper data, please follow the steps below:
  1. Open your browser, visit *****************************************.
  2. Log in with your email address and your master password.
  3. Click on your account email in the top right corner
  4. Click Settings>Export
  5. Select PDF and click Export      

  Thank you, 

  Keeper Team

• Initial Complaint

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Changed my email address in keeper, Keeper says free trial. Contact Keeper via email. Response no account found under original email. ******************************* Please see my response below. Sorry, I might be old but not stupid. See below original request. Account did exist and I was charged. Charged on My Amex July ****** Order # MMGD2LHDQS. Billed $34.99 Doc # ************. Under the email address of ******************************* So your response is BS. You took my money and When I changed my email address you claim it created new account. I want my money back! I choose not to do business with you. I would not recommend this product or service to anyone. CC: Better Business Bureau

  Business response

  08/26/2024

  Hi ******,

  I'm sorry you're not happy with the the charge. Based on the order number, it appears to be a charge via Apple iTunes. If you would like to request a refund, please contact Apple directly for assistance. To pursue a refund from Apple, follow these steps:

  1. To get the refund, go to *****************************
  
  2. Click on 'Choose a Product' > 'Billing & Subscriptions' > 'Subscriptions & Purchases' > 'Request a Refund'.
  
  You should also cancel auto-renewal of your Keeper subscription to avoid future charges. Please follow the steps in the below link to cancel it. 
  ****************************************

  If Apple declines the refund, please contact your card company to take care of the issue. Please let us know if you need further assistance. Thanks!

   Best, 

  TingTing

  Customer response

  08/27/2024

   
  Complaint: 22192489
  
  I am rejecting this response because:
  Regardless how it was paid they got the money. I had cancelled 2 weeks on the auto renewal. 
  Sincerely,
  
  *****************

  Business response

  08/28/2024

  Hello, 

  As the purchase was made via Apple, you will need to contact Apple Support to get a refund. 

  Please follow the steps in the link below to reach out to Apple Support. 

  **************************************

  Best, 
  TingTing

   

• Initial Complaint

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Due to a software issue, I had to factory reset my phone. When logging back into all of my apps, my Keeper app would not accept my password. When trying to recover my account, it wouldn't accept my security question answer. I had not changed either. I contacted their support and was told there was nothing they can do to recover my account. Really? Even my bank has a way of proving my identity and assisting me with regaining access. So now Keeper has all my vital info and will not let me back in. I'm sure I don't need to stress how vital all the info is. Secondly, I pay a yearly subscription fee. They are refusing to refund the 6 months that I paid for but cannot use because they will not help me recover my account. This is absurd. I have no problem proving my identity. But how can I "remember" the master password when I DO remember it and it just won't work. I really need access to my account. If they continue to refuse to help me, then they need to give my money back.

  Business response

  06/16/2024

  Hello ****,
  
  I understand the frustration you're experiencing due to the inability to access your account. As a Zero-Knowledge security company, we prioritize the privacy and security of our users' data, which means we do not have access to your Master Password or security question answers.

  If you know your Master Password is correct, our system will recognize it.  I'd encourage you to try all possible Master Passwords and answers via the web vault at keepersecurity.com/vault. Please try it via a web browser on a computer. If you can login to the web vault successfully and see all your data, simply uninstall and reinstall the app on your phone and login using the same email and the same Master Password. 

  Regarding your request for a refund, unfortunately, the system no longer permits us to reverse it as it was processed in December, 2023. You bought a one year plan at $34.99 on Dec 28, 2023. I have disabled the auto-renewal for your account to prevent future charges. To learn more about our refund policy, please visit: ************************************************************;

  Our consumer support line to paid users is ************. Please let us know if you have any other questions.
  
  Regards,
  Keeper Team

  Customer response

  06/17/2024

   
  Complaint: 21851690
  
  I am rejecting this response because:

  The password has never been changed and I know what it is.   Their system stopped accepting it for whatever reason. And of course they *can* refund my money, they just *won't*. 

  Their response above is the same form response they have sent previously.  It's worthless.  

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

  Business response

  06/18/2024

  Hello ****, 

  Thank you for your message.
  
  As a zero knowledge security service provider, we do not have access to your vault. If the Master Password is correct, the system will accept it. Please try the web vault at keepersecurity.com/vault to see the vault response.  If you continue to experience issues, we can assist you with starting over.  However, the existing data will get wiped out. Unfortunately, a refund is not available at this time. We apologize for any inconvenience this may cause.

  Regards, 

  Keeper Team

  Customer response

  06/19/2024

   
  Complaint: 21851690
  
  I am rejecting this response because:

  There is zero chance that I would ever trust you with my data ever again. I want my unused subscription money refunded.  I find it totally unethical to not help people into their accounts when something happens, especially when it's not the consumer's fault. 

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

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Keeper Security provides 'vaults' to safely store login information. They also provide the ability to share these vaults to multiple users. I was given access to a shared vault by a user who created the vault while he worked for our company, but he no longer works with our company. Roughly 40 days after said employee left the company, and about 45 days after I was given access to the shared vault, I tried to log in to the vault. The login attempt said the free trial period of the vault has ended, and to access the vault I would need to purchase a paid account. I then received an email stating that the free trial period for the vault had ended, again at minimum 45 days after the vault was created (the trial period is 30 days). I tried going through online support and was sent an email stating that a paid subscription was required for support. This included both email and chat support. I then tried 3 different phone numbers, but was required to leave a message (currently no response) after not being able to connect with any support staff. Keeper does offer a free subscription, which still grants access to vaults, albeit not shared vaults. I am not even able to log in to Keeper to see what I have access to or use it as a free subscription because it asks for an upgrade with every log in. If Keeper wants to not allow access to a shared vault, that is their decision, but it is not right to not allow any support questions from consumers who may have data locked behind a Keeper paywall. I should also be allowed to log in under a free account as stated on the Keeper website. Keeper purposely obfuscates the terms of their free trial to lock consumers in to their platform and force them to pay to retrieve data, should the consumer decide to move or even access data.

  Business response

  05/11/2024

  Hello, 

  We appreciate your feedback. 
  

  As of March 1, 2024, we no long offer email or phone support to free users. Free users have access to our user guides and online tutorials. 

  We temporarily activated your free trial for 48 hours. Please follow the steps below to export your data.  
  1. On a computer, please visit the web vault at keepersecurity.com/vault.
  2. Upon login, click on your email address from the top right corner and go to settings to export your data. 
  

  Best,

  TingTing

  Customer response

  05/13/2024

   
  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

  11/28/2023

  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

*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. ↩