ComplaintsforKeeper Security, Inc
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Complaint Details
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Initial Complaint
08/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I received an email from Keeper Security indicating that my subscription was about to expire within 30 days. If I did not renew I would lose access to Keeper features. I had no intention of renewing the subscription so I took no action to renew my subscription thinking that it would simply expire. I was surprised several days later when a charge of $64.97 was placed against my credit card for renewal of the subscription. This is a deceptive practice since the email I received did not state that my account would be auto renewed and did not state what steps to take to avoid auto renewal. I contacted Keeper Security to cancel my auto renewal but I would like them to reverse the charge placed against my credit card on 8/21/22.Business response
08/22/2022
Hello ****,
We've reviewed your case and reversed the charge to you per your request. Please do not hesitate to reach out if you need further assistance.
Have a good rest of your day!
Best,
TingTing
Customer response
08/26/2022
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
07/27/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased their security password keeper program for online accounts. The program is very difficult to use and doesn't seem to work correctly I have made numerous calls to the company and online attempts to reach them for refund. now they wont refund me the full amount even though I have only had the service for 4 days. Nothing they do can give me back the hours of my life I have spent trying to figure out how to use the product or the time and frustration of multiple password changes and lockouts. However, not giving me a FULL REFUND is just insulting and unacceptable.Business response
07/28/2022
Hello *****,
Thanks for reaching out. I believe my co-worker, ******** was able to assist you today regarding the password change process. Please let us know if you need further assistance.
Best,
TingTing
Customer response
08/02/2022
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
07/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchase the product to replace Dashlane, but after the purchase it has cost me 100's of hours resetting passwords because they were not stored in Keeper. I have tried to use there documentation to resolve these issues, but it is missing basic functionality to capture and store password reliable. So I end up resetting the password stored it in Keeper with a new password which has a low chance of working the next time I need it.I contacted the company and requested a refund because of the reasons stated above. They offered to refund the breach portion but not the main program.Business response
07/15/2022
Hello ****,
We're sorry you're upset. Keeper offers a free 30-day trial so that you can test the software to see if it is right for you. However, by making a purchase on our website, youre agreeing to the refund policy in our terms of use. The payment that you made is ******* is no longer refundable. We've disabled automatic renewal on your account so you wont be billed when your subscription expires. If you need any help getting your Keeper account set up or if you would like to delete it, please let us know.
Thank you,
Keeper Team
Initial Complaint
05/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased the subscription and tried to cancel and issue a refund. They didnt honor a refund.Business response
05/19/2022
Hello ****,
Thanks for reaching out. I reviewed your case and it looks like a partial refund of $29.98 was issued to your account for the addon charges. Please confirm if you need further assistance.
Regards,
TingTing
Customer response
05/23/2022
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
04/06/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have purchased this software by mistake on April 4th, 2022. I have proceeded to contact the support after an hour of said purchase to ask for a refund. Turns out, that "Since the Software is delivered in full at the time of purchase and we cannot uninstall it from your device(s), you will not be issued a refund." which first of all is completely absurd given the Online nature of this service and the fact that it is a "Service"! after all and you can just remove my access to it.After 2 days and multiple emails to the support, all I can hear is that they have a no refund policy which is astonishing for a "tech" company in 2022. I need my money refunded.Business response
04/06/2022
Hello Alireza,
This is ******** from Keeper Support. I reviewed your case and issued a full refund to you as a one time exception.Please let us know if you need further assistance.
Customer response
04/07/2022
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,
Alireza AminidadInitial Complaint
03/15/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Trying to cancel my subscription and have my account deleted and the Keeper Support keeps ignoring my request. I don't want this account renewed and they continue to ignore my request for cancelation after multiple emails asking and pleading to cancel.Business response
03/16/2022
Hello,
I reviewed your case and our system shows that your account has been canceled. This means, there won't be any auto payment in the future as the original purchase was in October 2021. Please let us know if you need further assistance.
Best,
TingTingCustomer response
03/16/2022
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
03/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Keeper charged my ITunes account $29.99 without my permission to auto renew in September of 2022. I was using the free version and upgraded with a $19.99 feature which effectively locked ME out of my own vault forcing me to delete the App. Itunes refunded the $19.99 but said the $29.99 is too old so it cannot refund.Keeper said my only chance for a refund is through ITunes. Keeper has no right to unjust enrichment of money taken on an unauthorized basis even after its own shoddy service forced me off the app.I want a refund now for the $29.99 and the company needs to stop saying it is impossible to refund me. That is nonsense!Business response
03/13/2022
Hello *******,
I reviewed your case and I'm sorry you're upset. Our system shows that the initial purchase was processed via iTunes last September. This means, we don't have the ability to reverse the charge to you because we don't have access to iTune's billing system.
To reset the master password, please try all possible security question answers and passwords. Please note that we do not have access to your Master Password and we cannot retrieve it for you. Without your Master Password, your records cannot be decrypted. If you have tried all possible passwords and are still unable to login to Keeper, we can delete your Keeper account allowing you to recreate your account with a new password. However, this process will wipe out your existing data. If you have access to a second device that you can login to Keeper using biometric, we might be able to help you reset your security question. Please let us know at *********************************** We're happy to help.
Best,
TingTing
Initial Complaint
03/11/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Date of transaction: 3/3/2022 Amount: $34.99 I purchased this software in March 2021. It does not renew until March 23, 2022. I received an email that stated:"Your Keeper account is expiring within 30 days. Please renew now. If you do not renew, your account will expire and you will lose access to essential Keeper Unlimited features."Keeper chose to charge my credit card on 3/2/22, a full 20 days prior to my renewal date. Keeper then refused to refund my money for a term of service that did NOT YET START because they claimed the product auto-renewed. There is no way to access the renewal status of my subscription in the software itself. Keeper offered to turn off auto-renew for future years however they wanted to stick me for $34.99 for a subscription that was not yet up for auto-renewal. Very unethical IMO! Kindly help me resolve this and get my payment back.Business response
03/12/2022
Hello ******,
We apologize for the inconvenience. I reviewed your case and reversed the auto-renewal charge to you as a one time exception. Hope this helps!
If you need further assistance, please drop us an email at *********************************** Have a good rest of your day!
Best,
TingTing
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Customer Complaints Summary
31 total complaints in the last 3 years.
7 complaints closed in the last 12 months.