ComplaintsforKeeper Security, Inc
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Complaint Details
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Initial Complaint
04/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
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
$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
Initial Complaint
02/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I want to delete my keeper account before they try and auto-renew it. Currently there is no way to cancel and auto-renew from happening via the website or application and emails to support have gone unanswered.Business response
02/16/2023
Hello,
Please use your Keeper account email to contact us at *********************************** Wed be happy to help you with the account deletion.
Best,
TingTing
Customer response
02/18/2023
They got in contact with me and I was able to delete my account and stop the automatic renewel.
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
12/30/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Keeper Security has made it impossible to cancel services The Login console shows the next billing date but no way to cancel I got billed on December 5th ********************************************************************************************* October of 2021.I have not used these services the entire year yet they continue to bill my credit card.Their phone number is pointless since it goes to an answering machine that to date has not contacted me back.The online chat service just says someone will get back to you but nobody doesBusiness response
12/30/2022
Hello,
We're sorry you're upset. Our system shows that the charge was reversed today, and your account is cancelled. Please allow 5 to 10 business days till you see the credit on your end.
If you need further assistance, please feel free to reach out at *************************************************. Thank you!
Best,
TingTing
Initial Complaint
12/23/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Today, on Friday, December 23, 2022, I ordered a one-year plan of Keeper Unlimited password manager for 1 user for the holiday 50% sale price of $17.50. But they claimed that I ordered the three-year plan of Keeper Unlimited password manager for 1 user for $73.48. Initially, the order with my **** debit card appeared to be declined. So I tried switching to pay with PayPal instead. PayPal showed the order price to be $17.50. But I went back to see what happened to order with the **** card and they charged me $73.48 instead for 3 years instead of $17.50 for 1 year. There was no way I ordered the 3-year plan. I was completely surprised when I saw the charge. They claim that according to their terms, they don't issue refunds. On hindsight, it would have been better to pay by PayPal, as PayPal tells you what you will be paying before you complete the transaction. That's not possible with debit and credit cards. ************* can get away with charging you more for things you don't want and didn't order with those cards. What I like to see is a total refund or getting the 1-year plan for $17.50 and refunding the rest. They certainly must promise they will never charge my **** debit card, of which they have the number, for anything ever again.Business response
12/24/2022
Hello,
We reviewed your case and issued a partial refund to your account to match the 50% off price for one year. Please allow 5 to 10 business days till you receive the credit. If you need further assistance, please contact us at **********************************.
Initial Complaint
12/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have not received an answer to my support inquiry. Please give me free temporary access to my personal account under ******************** so I can retrieve information.Business response
12/21/2022
Hi ******,
Per your request, we've activated your personal account temporarily for you to export your data. Please complete the process with 24 hours. Thank you!
Best,
TingTing
Customer response
12/21/2022
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
09/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Keeper Security Unlimited, Personal iOS and Desktop Yearly subscription Renewal cancellation is extremely difficult to accomplish without contacting Keeper Support and waiting for a conversation to result eventually in the desired subscription renewal cancellation, attendant removal of payment information from their systems, and deletion of the accountunacceptable waste of my time and incongruent with the procedures for such operations from most of the software I use. These cancellation functions are usually fairly straightforward, but Keeper has gone out of its way to remove them from the end-users grasp entirely. I imagine they might say the difficulty is for security reasons. I do not think that would be logical.The Terms of Use section on subscriptions discusses every aspect, including that cancellation is an optionbut no mention of *how to cancel the renewal of subscriptions.The tone of the subscriptions section is condescending, and I feel it emphasizes that the end-user is responsible for subscriptions and Keeper has a right to make recurring charges, including for yearly renewalsas in my caseand, again, makes no statement at all about how to cancel a subscription.Keeper is disrespectful of my time and grasping at subscriptions, I feel.The email I received yesterday told me my card was declined for renewala button and link in the email lead to a web form to purchase a subscription, with every add-on option and a place to update payment informationwith no way to cancel.The iOS appI could not have installed it and pulled my hair out nonethelessand saved a good bit of timeif I wanted to have awful-looking hair, and still no cancellation.The websitesee the previous paragraph.I have not used Keeper Security in many months. I thought I had followed the procedures to cancel my subscription and delete the software. I am detail-oriented. I am shockedIm not sure how this situation occurred.************************Business response
09/04/2022
Hi ******,
We appreciate you feedback. I reviewed your case and *** from our support team have already canceled your subscription. You will not get charged moving forward. To cancel your account, you can login to the app on your phone, and visit the Account tab>Help>Delete Account. Please free free to reach out if you need further assistance.
Initial Complaint
08/25/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased Keeper Password from Keeper Security on 8/20/2022 for $73.48 for a three year subscription. I am totally unhappy with it and I want a refund. They claim that they can't provide a refund because I've installed their software. The software was free to download before the purchase, so this just doesn't make sense. I've tried numerous times to resolve issues with their customer support without any real help. I have given them more than a fair chance to satisfy me.Business response
08/25/2022
Hello ****,
We reviewed your case and issued a full refund to your account. Please let us know if you need further assistance. Thank you!
Customer response
08/30/2022
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,
***********************
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Customer Complaints Summary
31 total complaints in the last 3 years.
7 complaints closed in the last 12 months.