Our system shows that the user purchased Keeper Unlimited at $via [redacted] Store in November She reached out to use on Mar 28, to ask for a refundBecause payments made through [redacted] , the [redacted] Store (for iOS devices), or the [redacted] Store (for [redacted] OS X devices) are processed by ***le, we cannot refund the user directly if he/she upgraded to PremiumThey are not processed by our service, and we only receive the payment confirmation from ***leWe care about creating the best experience for our customersAs a courtesy, we're h***y to send $to the user's [redacted] accountAfter that, the user must login to her ***le ID to cancel the recurring subscription to avoid future billing issueshttps://support.***le.com/en-us/ [redacted] Note: I called this user this morning and left a voicemail and she can call me back at 312-***-***.Best, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Eric Hensley
Complaint: [redacted] I am rejecting this response because: These are advertisements with basis of sales pitch to note that bacapabilities would be lost if bamembership not renewedAny notification about locking out service is vague, and misleading Also, the company has maintained that it offers free tiered service so there should never be a point where access is locked/restricted Sincerely, Stephen [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Lisa [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ Our support team has responded directly to the customer with instructions to login and retrieve recordsWe are awaiting the customer's reply to find out if this was successfulWe are sorry for any inconvenience this has caused and will do our best to resolve this as quickly as possible and make sure the customer is satisfied
Hello We sincerely apologize for the late replyWe've refunded both purchases (one made via iTunes and one made via our website, a total of $19.98) to the customer and resolved the issueWe also converted the user's account to a free trial so that she has enough time to get her data out from the app Regards, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ [redacted] , As of 4pm yesterday June 10th, it appears your issue was resolvedPlease let us know if this is not correct and we will help you as soon as possible
We're sorry that the user is upset Please note that we have already helped the user to export his data and canceled his account per his requestKeeper Password Manger offers both a free and a paid versionIf the user's paid account is expired, he will need to renew to regain access or contact [email protected] to downgrade the account to the free versionThe free version of Keeper will only work on one deviceAs the data is stored locally on one devcies, the information will not transfer if the same device is lost, stolen or damagedTo learn more about our pricing, please visit Keepersecurity.com/pricing
Hi Stephen,We are very sorry to hear about your experienceWe care about creating the best experience for our customersKeeper password manager has both a free version and a paid versionThe free version only works on one device with local storage onlyPaid customers can contact [email protected] to downgrade to the free version at any timePer your request, we have already canceled your Keeper accounts and helped you export your dataIf you still need further assistance, please feel free to contact [email protected]
Hello We've already issued the $29.99 refund to Eric on Oct 29, 2015 and removed his account registered from our system to avoid future confusion per his request. We also unsubscribed his email from our system. Please let us know if you have any questions. Regards, [redacted]
Our system shows that the user purchased Keeper Unlimited at $via [redacted] Store in November She reached out to use on Mar 28, to ask for a refundBecause payments made through [redacted] , the [redacted] Store (for iOS devices), or the [redacted] Store (for [redacted] OS X devices) are processed by ***le, we cannot refund the user directly if he/she upgraded to PremiumThey are not processed by our service, and we only receive the payment confirmation from ***leWe care about creating the best experience for our customersAs a courtesy, we're h***y to send $to the user's [redacted] accountAfter that, the user must login to her ***le ID to cancel the recurring subscription to avoid future billing issueshttps://support.***le.com/en-us/ [redacted] Note: I called this user this morning and left a voicemail and she can call me back at 312-***-***.Best, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Eric Hensley
Complaint: [redacted] I am rejecting this response because: These are advertisements with basis of sales pitch to note that bacapabilities would be lost if bamembership not renewedAny notification about locking out service is vague, and misleading Also, the company has maintained that it offers free tiered service so there should never be a point where access is locked/restricted Sincerely, Stephen [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Lisa [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ Our support team has responded directly to the customer with instructions to login and retrieve recordsWe are awaiting the customer's reply to find out if this was successfulWe are sorry for any inconvenience this has caused and will do our best to resolve this as quickly as possible and make sure the customer is satisfied
Hello We sincerely apologize for the late replyWe've refunded both purchases (one made via iTunes and one made via our website, a total of $19.98) to the customer and resolved the issueWe also converted the user's account to a free trial so that she has enough time to get her data out from the app Regards, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ [redacted] , As of 4pm yesterday June 10th, it appears your issue was resolvedPlease let us know if this is not correct and we will help you as soon as possible
We're sorry that the user is upset Please note that we have already helped the user to export his data and canceled his account per his requestKeeper Password Manger offers both a free and a paid versionIf the user's paid account is expired, he will need to renew to regain access or contact [email protected] to downgrade the account to the free versionThe free version of Keeper will only work on one deviceAs the data is stored locally on one devcies, the information will not transfer if the same device is lost, stolen or damagedTo learn more about our pricing, please visit Keepersecurity.com/pricing
Hi Stephen,We are very sorry to hear about your experienceWe care about creating the best experience for our customersKeeper password manager has both a free version and a paid versionThe free version only works on one device with local storage onlyPaid customers can contact [email protected] to downgrade to the free version at any timePer your request, we have already canceled your Keeper accounts and helped you export your dataIf you still need further assistance, please feel free to contact [email protected]
Hello We've already issued the $29.99 refund to Eric on Oct 29, 2015 and removed his account registered from our system to avoid future confusion per his request. We also unsubscribed his email from our system. Please let us know if you have any questions. Regards, [redacted]