Thank you for allowing us the opportunity to address [redacted] concernsWe certainly appreciate her taking the time to provide us with her feedback and commentsPlease allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymously We would like to expand on [redacted] experience using Keen to place calls and speak with advisorsShe is accurate in stating she authorized and incurred three charges from 7/6/and 7/7/There were two charges on 7/6/for $and $There was one settled charge on 7/7/for $ These are correct and reflect her time spent on Keen for those specific dates We would also like to clear up the additional authorizations she sees from Keen on her card for these datesThe other transactions that may be appearing on her statement are merely pre-authorizations that came about when [redacted] opting to be billed "after the call" by pressing (also known as our Seamless Pay option)These authorizations will fall off her statement in five to seven business days and will never become posted chargesThe charges that will post will be the three we highlighted above Keen reached out to [redacted] proactively on 7/10/17, to clarify which charges would actually post to her card and which authorizations would fall off, as well as to explain the Seamless Pay optionAdditionally, we provided her with a $courtesy credit to her Keen account, which can be used on our site for any inconvenience she experienced during this matterLastly, [redacted] herself reached out to Keen’s Customer Support department on 7/12/via email to confirm that only the three indicated charges appeared on her account as final chargesWe believe this issue has been appropriately settled by Keen
Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ February 29, Customer: [redacted] Email: [redacted] @outlook.com Thank you for allowing us the opportunity to address Ms***' concernsWe certainly appreciate her taking the time to provide us with her feedback and commentsPlease allow us to begin by explaining that ***.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute feeA consumer adds [redacted] funds from their credit or debit card to use on our website in exchange for services with advisorsPlease note that an advisor may take on the consumer role and make calls to advisors, or vice versa, if preferredOur records indicate the account associated with the telephone number (XXX) XXX-XXXX and email address [redacted] @outlook.com has no recent activity or chargesAdditionally, no funds have ever been deposited to this account, and as such, we are unable to refund any funds on this accountThis account is solely an advisor account with a live listing on our Ingenio.com domainIf Ms [redacted] requires assistance on a secondary account, we kindly ask that she write an email to [redacted] @ingenio.com from the email address on file for the account in question, or provide us with the member name and password of the accountOnce we have this information, we will be happy to review her refund request and remedy this matter urgentlyPer our Privacy Policy, we are unable to discuss any other accounts at this timeWe look forward to speaking with Ms [redacted] further with regards to her accountWe thank her for taking the time to correspond via the Revdex.comInitial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to ladies concerning this issue in the customer service department.I have accounts, but the one in question has the email address [redacted] @gmail.com.I took this matter to the Revdex.com because a customer service rep said that this could not be resolvedLastly, [redacted] is fully aware of the account of which we speak because this complaint was made before coming to this websiteFinal Business Response / [redacted] (4000, 9, 2016/03/31) */ March 28, Customer: [redacted] Email: [redacted] @outlook.com Thank you again for allowing us the opportunity to address Ms***' concernsWe certainly appreciate her taking the time to provide us with additional information regarding her accountKnow that we are very sorry for any confusion this matter may have causedOur records indicate that on 2/18/2016, Ms [redacted] contacted our Customer Support requesting cancellation of her ***.com account associated with the email address [redacted] @gmail.com and a refund of the remaining balancePer Ms***' request, our representative closed the account and escalated this request to our Trust and Safety department for follow-upOn 2/19/2016, a member of the Trust and Safety department issued a full refund of the remaining balance ($0.70) to her VISA account ending in and sent an email confirmation of this refund to the email address on file ( [redacted] @gmail.com) for this accountPlease know that ***.com investigates all matters presented to us thoroughly and the safety and security of our Members is of utmost importance to usUnfortunately, we have no record of Ms [redacted] contacting us in regards to unauthorized charges to her ***.com accountIf Ms [redacted] requires additional assistance with regard to her account, we kindly ask that she write an email to [redacted] @ingenio.com with the exact charges in question and details with regard to the situationOnce we have this information, we will be happy to review her review the matter at that timeWe hope this information helps alleviate Ms***' concernsWe thank her for taking the time to correspond via the Revdex.comFinal Consumer Response / [redacted] (4200, 11, 2016/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because I complained about this issue to the same respresentative that I spoke to concerning closing the accountI wanted the account closed because of the unauthorized chargesI also informed the representative that I would involve my lawyers if this issue isn't resolvedIt seems as though there is a disconnect between [redacted] and its employees
Thank you for allowing us the opportunity to address [redacted] ’ concernsWe certainly appreciate her taking the time to provide us with her feedback and commentsPlease allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymously We would like to expand on [redacted] ’ experience using Keen [redacted] ’ placed two calls on Keen, which she was credited back for due to her unsatisfactory experienceThe first call was on 6/19/for a total of $The second call was also on 6/19/for a total of $This would add up to the $ [redacted] is reaching out about Keen’s Satisfaction Guarantee policy allows us to refund one unsatisfactory conversation every days for up to $In this case, Keen credited back [redacted] ’ account back in total for both calls, which is above and beyond what we normally allow Additionally, Keen is also able to refund any unused funds directly back to the payment method in which they came fromIn [redacted] ’ case, the funds she added were already used to have her conversations with the advisors, and the advisors are paid using those funds As a reminder, Keen is just the third party that connects these two individualsHowever, as a courtesy, Keen still provides a Satisfaction Guarantee policy for calls that were not up to our customer’s standards, just as we did in this caseWe believe this issue has been appropriately settled by Keen
Initial Business Response / [redacted] (1000, 5, 2015/04/28) */ Thank you for the opportunity to address Ms [redacted] 's concernsWe certainly appreciate her taking the time to provide us with her feedback and comments Please allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute feeA customer adds Keen funds from their credit or debit card to use on our website in exchange for services with advisors Our records indicate that on April 11, and 14, 2015, Ms [redacted] contacted our Customer Support via Support Form requesting the chat transcript from her conversation with an advisor on April 11, Our representative replied to Ms [redacted] 's request on April 17, with the requested transcriptIf Ms [redacted] is continuing to experience any technical difficulties with any other chat transcripts, we kindly ask that she contact our Customer Service department with the exact member name and date of the conversation in questionThey can be reached directly by calling 877-Keen-Help between the hours of 7AM and 7PM Pacific Time We certainly hope this information alleviates Ms [redacted] 's concernsWe thank her for taking the time to correspond via the Revdex.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive some, but not all, of the transcriptI was disappointed that some important segments were missing, but at this point do not want to pursue it furtherAt least they did provide me with most of the recorded conversationThank you for your assistance
Complaint: [redacted] I am rejecting this response because:This Keen credit as their response to my complaint would not serve any purpose or benefit me in the resolution in this matter because I am not using their services againIf they won't refund the complete amount to my credit/debit card, then I want 1/the amount I spent on their site refunded to my credit/debit card not credit for their servicesThat is completely fair as I was enticed and would not have continued to use their services had I not been told what I wanted to hearAsking me to spend $3,on candles is ludicrous not to mention the continuous enticement to call back for readingsThis is a fault on their behalfAlso, they wouldn't have responded at all had I not filed a complaintI tried repeatedly via calls and emails and didn't get anywhereThat alone is poor business etiquette and recourse is due for that alonePlease refund 1/of what I spent on Keen's site as that is more than fairAbove this, I want the total amount refunded to my credit card from the reading I had with [redacted] on 8/as I was only trying to confirm and she completely disagreed with what I was toldSincerely, [redacted] ***
(The consumer indicated he/she DID NOT accept the response from the business.)I spoke to ladies concerning this issue in the customer service department.I have accounts, but the one in question has the email address [redacted] @gmail.com.I took this matter to the Revdex.com because a customer service rep said that this could not be resolved.Lastly, [redacted] is fully aware of the account of which we speak because this complaint was made before coming to this website
March 28, 2016Customer: *** ***Email: ***@outlook.comThank you again for allowing us the opportunity to address Ms*** concernsWe certainly appreciate her taking the time to provide us with additional information regarding her accountKnow that we are very sorry for any confusion this matter may have causedOur records indicate that on 2/18/2016, Ms*** contacted our Customer Support requesting cancellation of her ***.com account associated with the email address ***@gmail.com and a refund of the remaining balancePer Ms*** request, our representative closed the account and escalated this request to our Trust and Safety department for follow-upOn 2/19/2016, a member of the Trust and Safety department issued a full refund of the remaining balance ($0.70) to her VISA account ending in and sent an email confirmation of this refund to the email address on file (***@gmail.com) for this accountPlease know that ***.com investigates all matters presented to us thoroughly and the safety and security of our Members is of utmost importance to usUnfortunately, we have no record of Ms*** contacting us in regards to unauthorized charges to her ***.com accountIf Ms*** requires additional assistance with regard to her account, we kindly ask that she write an email to ***@ingenio.com with the exact charges in question and details with regard to the situationOnce we have this information, we will be happy to review her review the matter at that time.We hope this information helps alleviate Ms*** concernsWe thank her for taking the time to correspond via the Revdex.com
Thank you for allowing us the opportunity to address *** ***’s concernsWe certainly appreciate her taking the time to provide us with his feedback and commentsPlease allow us to begin by explaining that *** is a technology platform which allows advisors and consumers to connect via phone
or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute feeKeen is only the platform that connects the two usersThe advisors are paid directly from the funds the user adds to their account, as the services are rendered on a per minute basis
*** *** is correct when referencing our Satisfaction Guarantee policy, which does allow for users to receive a credit to their account for an unsatisfactory conversationThe Satisfaction Guarantee policy specifically states, “If you aren't satisfied, you may be eligible to receive a credit to your account, up to a limit of $Satisfaction Guarantee credits are issued in Keen dollars, which may be used on future conversationsYou're permitted to be reimbursed for one unsatisfactory experience every daysOnly conversations that occur within the past hours are eligible for reimbursement.” *** *** had already received a full credit for an unsatisfactory conversation earlier in November of 2017, which was more than $(an exception was made for *** *** in this situation)This made her ineligible for any more Satisfaction Guarantees for the rest of the monthFurther requests for a Satisfaction Guarantee were denied on the basis that she had already been credited up to and beyond $limit for the monthSo while we understand the there will be times when a call or chat may not meet the expectations of the user, we do have policies in place to help assist with such situations, within reason
While *** *** has received more than $in Satisfaction Guarantee credit for the month of November, Keen wants to reiterate we value her as a user of her platformTo show our gratitude for her patronage of Keen, as of 11/30/17, we have credited her account with a $Customer Loyalty OfferThis credit is in excess of the $credit *** *** originally requested for her unsatisfactory conversationWe thank *** *** for her time and hope this matter has been resolved to her favorWe believe this issue has appropriately settled by Keen
Initial Business Response /* (1000, 5, 2015/07/09) */
July 9,
Customer: *** ***
Email: ***@yahoo.com
Thank you for allowing us the opportunity to address Ms***'s concernsWe certainly appreciate her taking the time to provide us with her feedback and comments
Please
allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute feeA consumer adds Keen funds from their credit or debit card to use on our website in exchange for services with advisorsAdvisors may also send offers, such as free minutes, to their customers via emailPlease note that when a customer contacts an advisor that has sent them an offer, the offer will always be redeemed at the beginning of the callIf a customer does not specify which offer he or she wishes to redeem, our system will redeem the oldest offer (which is set to expire the soonest) as defaultAdditionally, know that free minute offers cannot be bundled or all used within one call
Our records indicate that since Ms*** began contacting the advisor in question in July 2013, this advisor has sent Ms*** various "free minutes" offers of varying lengths via emailOn July 1, at 7:AM, Ms*** received an offer for "free minutes" from the advisor in question via emailHowever, when Ms*** called this advisor on July 1, at 4:PM, she did not initiate this call from her "free minutes" email or by selecting this specific offer from her "My Account" pageAs such, the system selected a default offer of "free minute" previously sent from this advisor, but had not yet been redeemed and would expire at an earlier date than the "free minutes" offerKindly note that in the future, if Ms*** wishes to ensure she is redeeming a specific offer, she must select the offer in question prior to calling
Please note that we are very sorry for any confusion this may have caused with our serviceAs a one-time courtesy, we have issued a $courtesy credit to Ms***'s Keen.com accountWe welcome her to use these funds to contact the advisor of her choice
We certainly hope this information is helpful to Ms*** in some wayWe thank her for taking the time to correspond via the Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the company I thank them for the $creditHowever I did initiate the call by pressing the redeem now button from the email stating the advisor had given me free minutesAfter pressing the button it stated I could speak to the advisor for minuteI called keen directly and the customer service repInformed me that It did not matter that I redeemed frim the minute button, the minutes are redeemed in order and that specific advisor had given several free minute offers and those had to be used first and there was nothing she could do to bypass *** system
Final Business Response /* (4000, 9, 2015/07/30) */
July 30,
Customer: *** ***
Email: ***@yahoo.com
Thank you again for allowing us the opportunity to address Ms***'s concernsWe certainly appreciate her taking the time to provide us with her comments
Please know that at Keen, we listen to our community and are always striving to ensure member satisfaction and provide the best user experienceWe are always testing and learning from various features on Keen so a user may notice some changes in our service throughout their lifetime with us
Again, we are sorry to hear about the confusion regarding our service Ms*** has experienced and know that we are working to provide a consistent experience on our platformWe will be happy to follwith the appropriate departments to ensure that accurate information is always presented by our Customer Service representativesKindly note that on July 29, 2015, we attempted to contact Ms*** directly via phone to clarify her concerns regarding this matter, however, we were unsuccessful in reaching her
We certainly hope this information is helpful to Ms*** in some way
Final Consumer Response /* (2000, 11, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Keen looking into the matterMy understanding is there is a way to redeem a specific offer instead of it defaulting by to the date givenI would appreciate Keen emailing me directions on how to proceed in redeeming as when I called customer service they informed me they could not by pass *** system
Thank you Revdex.com for your assistance with this matter!
Thank you for allowing us the opportunity to address ***’s concernsWe certainly appreciate her taking the time to provide us with her feedback and commentsPlease allow us to begin by explaining that Keen*** is a technology platform which allows advisors and consumers to connect via
phone or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute fee
We would like to expand on *** experience using KeenIn reference to the specific card she is referring to, our Trust and Safety team had done their due diligence to investigate the usage of this card on our siteThey were able to determine the card was used legitimately on Keen, with the proper authorizationsSeparately Keen refunded the remaining balance on our website that originated from the card ending in ***, which was $0.13, which was the most we were able to return from this payment source, as those funds were not used to redeem services yetAny additional funds that were added to Keen using card ending in *** were used legitimately and are unable to be refunded once the services have been rendered
We believe this issue has been appropriately settled by Keen
We appreciate the opportunity to reply to *** ***We would like to reiterate that Keen only acts as the technical interface between customers and advisorsThe funds *** *** adds are the same funds that are used to pay the advisors she spoke withHowever, as a courtesy to our users such as *** ***, Keen has a Satisfaction Guarantee policy where we credit user’s Keen accounts for unsatisfactory conversationsKeen went above and beyond our typical Satisfaction Guarantee limit of $in credit in days for *** ***, as we applied a total of $within a day periodThose funds are still available for her to use on Keen
February 29, 2016Customer: *** ***Email: ***@outlook.comThank you for allowing us the opportunity to address Ms*** concernsWe certainly appreciate her taking the time to provide us with her feedback and commentsPlease allow us to begin by explaining that ***.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute feeA consumer adds *** funds from their credit or debit card to use on our website in exchange for services with advisorsPlease note that an advisor may take on the consumer role and make calls to advisors, or vice versa, if preferred.Our records indicate the account associated with the telephone number *** *** and email address ***@outlook.com has no recent activity or chargesAdditionally, no funds have ever been deposited to this account, and as such, we are unable to refund any funds on this accountThis account is solely an advisor account with a live listing on our Ingenio.com domainIf Ms*** requires assistance on a secondary account, we kindly ask that she write an email to ***@ingenio.com from the email address on file for the account in question, or provide us with the member name and password of the accountOnce we have this information, we will be happy to review her refund request and remedy this matter urgentlyPer our Privacy Policy, we are unable to discuss any other accounts at this time.We look forward to speaking with Ms*** further with regards to her accountWe thank her for taking the time to correspond via the Revdex.com
Thank you for allowing us the opportunity to address *** ***'s concernsWe certainly appreciate her taking the time to provide us with her feedback and commentsPlease allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone
or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute feeKeen is only the platform that connects the two usersThe advisors are paid directly from the funds the user adds to their account, as the services are rendered on a per minute basis
We would also like to clarify that Keen still provides a Satisfaction Guarantee policy as a courtesy to users who did not have satisfactory experienceThis allows users to receive $worth of credit (once per days) for conversations they were not happy withAdditionally, on Keen, all users can block each other at will, if they feel they do not want to communicate (or in this case, spend money with them) any further
We would like to expand on *** ***'s experience using KeenWe are sorry to hear she is unsatisfied with her conversationsOn Keen's part, our Customer Service department went above and beyond to try and resolve her concernsAlthough we only allow $of credit back a month on unsatisfactory calls, in the last days, we have credited her Keen account with a total of almost times thatThe $credit she mentioned earlier, as well as an additional $credit placed recentlySpecifically regarding *** *** *** ***, we have credited her account separate times in the last months, more than doubling (sometimes tripling) our $Satisfaction Guarantee on each individual credit as wellWe have went beyond our usual policies to try and resolve this concern
We believe this issue has been appropriately settled by Keen
Thank you for allowing us the opportunity to address **. [redacted]’s concerns. We certainly appreciate her taking the time to provide us with her feedback and comments. Please allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via...
phone or chat anonymously.
We would like to expand on **. [redacted]’s experience using Keen to place a call on 6/26/17. He is accurate in stating that he added $12 to his account, then exhausted those funds on his call. It is also accurate that he pressed 1 to continue with our Seamless Pay option, which automatically bills users for 10 minute increments at a time. If it cannot bill the customer for 10 minutes in advance for some reason (not enough funds for example), it will attempt to bill them for 3 minutes in advance. That is what happened in **. [redacted]’s case. He chose to continue with our Seamless Pay option, but our billing system was unable to authorize his card automatically for 10 minutes (or $59.90, at $5.99 a minute). When it tried again to authorize his card for 3 minutes (or $17.97, at $5.99 a minute) it again did not go through; Keen was not able to collect the funds on either of these attempts.
The information **. [redacted] received from his bank is accordance with In Keen’s experiences in such matters. That is, failed authorizations to collect funds automatically fall off within 7-10 business days. **. [redacted] did indeed give our Customer Service department a call to follow up on this matter, and did eventually request to speak with a Supervisor. Unfortunately, one was not available at the time, and due to the Independence Day weekend, there was a backlog in cases and there was a delay in attending to his specific case.
To summarize, the $59.90 and $17.97 attempts will fall off of **. [redacted]’s bank account within 10 business days from 6/26/17, as his bank also indicated. Additionally, as a courtesy, Keen has extended a $25 credit to **. [redacted]’s Keen Account to be used on our site. Lastly, we would like thank him for his understanding and consideration in this matter.
(The consumer indicated he/she DID NOT accept the response from the business.)I do not accept this response because I complained about this issue to the same respresentative that I spoke to concerning closing the account.I wanted the account closed because of the unauthorized charges. I also informed the representative that I would involve my lawyers if this issue isn't resolved.It seems as though there is a disconnect between [redacted] and its employees.
Initial Business Response /* (1000, 5, 2016/02/29) */ February 29, 2016 Customer: [redacted] Email: [redacted]@outlook.com Thank you for allowing us the opportunity to address Ms. [redacted]' concerns. We certainly appreciate her taking the time to provide us with her feedback and comments. Please allow...
us to begin by explaining that [redacted].com is a technology platform which allows advisors and consumers to connect via phone or chat anonymously. An advisor develops a business by creating a listing and taking calls or chats for a per-minute fee. A consumer adds [redacted] funds from their credit or debit card to use on our website in exchange for services with advisors. Please note that an advisor may take on the consumer role and make calls to advisors, or vice versa, if preferred. Our records indicate the account associated with the telephone number (XXX) XXX-XXXX and email address [redacted]@outlook.com has no recent activity or charges. Additionally, no funds have ever been deposited to this account, and as such, we are unable to refund any funds on this account. This account is solely an advisor account with a live listing on our Ingenio.com domain. If Ms. [redacted] requires assistance on a secondary account, we kindly ask that she write an email to [redacted]@ingenio.com from the email address on file for the account in question, or provide us with the member name and password of the account. Once we have this information, we will be happy to review her refund request and remedy this matter urgently. Per our Privacy Policy, we are unable to discuss any other accounts at this time. We look forward to speaking with Ms. [redacted] further with regards to her account. We thank her for taking the time to correspond via the Revdex.com. Initial Consumer Rebuttal /* (3000, 7, 2016/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to 2 ladies concerning this issue in the customer service department.I have 2 accounts, but the one in question has the email address [redacted]@gmail.com.I took this matter to the Revdex.com because a customer service rep said that this could not be resolved. Lastly, [redacted] is fully aware of the account of which we speak because this complaint was made before coming to this website. Final Business Response /* (4000, 9, 2016/03/31) */ March 28, 2016 Customer: [redacted] Email: [redacted]@outlook.com Thank you again for allowing us the opportunity to address Ms. [redacted]' concerns. We certainly appreciate her taking the time to provide us with additional information regarding her account. Know that we are very sorry for any confusion this matter may have caused. Our records indicate that on 2/18/2016, Ms. [redacted] contacted our Customer Support requesting cancellation of her [redacted].com account associated with the email address [redacted]@gmail.com and a refund of the remaining balance. Per Ms. [redacted]' request, our representative closed the account and escalated this request to our Trust and Safety department for follow-up. On 2/19/2016, a member of the Trust and Safety department issued a full refund of the remaining balance ($0.70) to her VISA account ending in 4634 and sent an email confirmation of this refund to the email address on file ([redacted]@gmail.com) for this account. Please know that [redacted].com investigates all matters presented to us thoroughly and the safety and security of our Members is of utmost importance to us. Unfortunately, we have no record of Ms. [redacted] contacting us in regards to unauthorized charges to her [redacted].com account. If Ms. [redacted] requires additional assistance with regard to her account, we kindly ask that she write an email to [redacted]@ingenio.com with the exact charges in question and details with regard to the situation. Once we have this information, we will be happy to review her review the matter at that time. We hope this information helps alleviate Ms. [redacted]' concerns. We thank her for taking the time to correspond via the Revdex.com. Final Consumer Response /* (4200, 11, 2016/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because I complained about this issue to the same respresentative that I spoke to concerning closing the account. I wanted the account closed because of the unauthorized charges. I also informed the representative that I would involve my lawyers if this issue isn't resolved. It seems as though there is a disconnect between [redacted] and its employees.
(The consumer indicated he/she DID NOT accept the response from the business.)I spoke to 2 ladies concerning this issue in the customer service department.I have 2 accounts, but the one in question has the email address [redacted]@gmail.com.I took this matter to the Revdex.com because a customer service rep said that this could not be resolved.Lastly, [redacted] is fully aware of the account of which we speak because this complaint was made before coming to this website.
Initial Business Response /* (1000, 5, 2015/12/18) */
December 18, 2015
Customer: [redacted]
Email: [redacted]@hotmail.com
Thank you for allowing us the opportunity to address Ms. [redacted]'s concerns. We certainly appreciate her taking the time to provide us with her feedback and comments....
Please allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymously. An advisor develops a business by creating a listing and taking calls or chats for a per-minute fee. A consumer adds Keen funds from their credit or debit card to use on our website in exchange for services with advisors. Please note that a member may visit the "Activity History" page from the Keen.com homepage to access a receipt for all transactions made on his or her account.
Please understand that Keen acts solely as a technology platform that allows users to connect. As per section 2(a) of the Keen Member Agreement, which was agreed upon sign-up, states, "Keen is not responsible for the use or exchange of any information, files or goods between Members. You are solely responsible for, and will exercise caution, discretion, common sense and judgment in, using the Site and Advisor Services, in evaluating the qualifications of, and statements made by Members in listings or through the Member feedback system, and in disclosing personal information to other Members."
Our records indicate that on December 6, 2015, Ms. [redacted] added various amounts to her Keen account to fund numerous calls with various advisors including [redacted]. Kindly note that these deposits and calls were made at various times of the day. As such, we show no record of any duplicate charges on Ms. [redacted]'s account.
Additionally, our records indicate that at 9:21PM, Ms. [redacted] added $431.00 to her Keen account from her VISA account ending in [redacted], a portion of which was used on a call with an advisor named Sister [redacted]. Upon contacting our Customer Support on December 17, 2015, our representative initiated a refund of $417.71 back to Ms. [redacted]'s VISA card ending in [redacted], the entire balance on Ms. [redacted]'s Keen account and advised that it may take up to 5 business days for these funds to be processed by the bank.
Please know that it is never our intent to erroneously bill a member's account. At Keen, we are constantly striving to ensure member satisfaction. In an effort to do so, Keen provides each member the opportunity to view all transaction details immediately on the Keen.com website. Additionally, if a member notices any discrepancies, our friendly representatives are readily available via phone or email to assist.
We certainly hope this information is helpful to Ms. [redacted] in some way and alleviates her concerns. We thank her for taking the time to correspond via the Revdex.com.
Thank you for allowing us the opportunity to address [redacted] concerns. We certainly appreciate her taking the time to provide us with her feedback and comments. Please allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone...
or chat anonymously.
We would like to expand on [redacted] experience using Keen to place calls and speak with advisors. She is accurate in stating she authorized and incurred three charges from 7/6/17 and 7/7/2017. There were two charges on 7/6/2017 for $47.74 and $49.90. There was one settled charge on 7/7/2017 for $47.70. These are correct and reflect her time spent on Keen for those specific dates.
We would also like to clear up the additional authorizations she sees from Keen on her card for these dates. The other transactions that may be appearing on her statement are merely pre-authorizations that came about when [redacted] opting to be billed "after the call" by pressing 1 (also known as our Seamless Pay option). These authorizations will fall off her statement in five to seven business days and will never become posted charges. The charges that will post will be the three we highlighted above.
Keen reached out to [redacted] proactively on 7/10/17, to clarify which charges would actually post to her card and which authorizations would fall off, as well as to explain the Seamless Pay option. Additionally, we provided her with a $25 courtesy credit to her Keen account, which can be used on our site for any inconvenience she experienced during this matter. Lastly, [redacted] herself reached out to Keen’s Customer Support department on 7/12/17 via email to confirm that only the three indicated charges appeared on her account as final charges. We believe this issue has been appropriately settled by Keen.
Thank you for allowing us the opportunity to address [redacted] concernsWe certainly appreciate her taking the time to provide us with her feedback and commentsPlease allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymously We would like to expand on [redacted] experience using Keen to place calls and speak with advisorsShe is accurate in stating she authorized and incurred three charges from 7/6/and 7/7/There were two charges on 7/6/for $and $There was one settled charge on 7/7/for $ These are correct and reflect her time spent on Keen for those specific dates We would also like to clear up the additional authorizations she sees from Keen on her card for these datesThe other transactions that may be appearing on her statement are merely pre-authorizations that came about when [redacted] opting to be billed "after the call" by pressing (also known as our Seamless Pay option)These authorizations will fall off her statement in five to seven business days and will never become posted chargesThe charges that will post will be the three we highlighted above Keen reached out to [redacted] proactively on 7/10/17, to clarify which charges would actually post to her card and which authorizations would fall off, as well as to explain the Seamless Pay optionAdditionally, we provided her with a $courtesy credit to her Keen account, which can be used on our site for any inconvenience she experienced during this matterLastly, [redacted] herself reached out to Keen’s Customer Support department on 7/12/via email to confirm that only the three indicated charges appeared on her account as final chargesWe believe this issue has been appropriately settled by Keen
Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ February 29, Customer: [redacted] Email: [redacted] @outlook.com Thank you for allowing us the opportunity to address Ms***' concernsWe certainly appreciate her taking the time to provide us with her feedback and commentsPlease allow us to begin by explaining that ***.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute feeA consumer adds [redacted] funds from their credit or debit card to use on our website in exchange for services with advisorsPlease note that an advisor may take on the consumer role and make calls to advisors, or vice versa, if preferredOur records indicate the account associated with the telephone number (XXX) XXX-XXXX and email address [redacted] @outlook.com has no recent activity or chargesAdditionally, no funds have ever been deposited to this account, and as such, we are unable to refund any funds on this accountThis account is solely an advisor account with a live listing on our Ingenio.com domainIf Ms [redacted] requires assistance on a secondary account, we kindly ask that she write an email to [redacted] @ingenio.com from the email address on file for the account in question, or provide us with the member name and password of the accountOnce we have this information, we will be happy to review her refund request and remedy this matter urgentlyPer our Privacy Policy, we are unable to discuss any other accounts at this timeWe look forward to speaking with Ms [redacted] further with regards to her accountWe thank her for taking the time to correspond via the Revdex.comInitial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to ladies concerning this issue in the customer service department.I have accounts, but the one in question has the email address [redacted] @gmail.com.I took this matter to the Revdex.com because a customer service rep said that this could not be resolvedLastly, [redacted] is fully aware of the account of which we speak because this complaint was made before coming to this websiteFinal Business Response / [redacted] (4000, 9, 2016/03/31) */ March 28, Customer: [redacted] Email: [redacted] @outlook.com Thank you again for allowing us the opportunity to address Ms***' concernsWe certainly appreciate her taking the time to provide us with additional information regarding her accountKnow that we are very sorry for any confusion this matter may have causedOur records indicate that on 2/18/2016, Ms [redacted] contacted our Customer Support requesting cancellation of her ***.com account associated with the email address [redacted] @gmail.com and a refund of the remaining balancePer Ms***' request, our representative closed the account and escalated this request to our Trust and Safety department for follow-upOn 2/19/2016, a member of the Trust and Safety department issued a full refund of the remaining balance ($0.70) to her VISA account ending in and sent an email confirmation of this refund to the email address on file ( [redacted] @gmail.com) for this accountPlease know that ***.com investigates all matters presented to us thoroughly and the safety and security of our Members is of utmost importance to usUnfortunately, we have no record of Ms [redacted] contacting us in regards to unauthorized charges to her ***.com accountIf Ms [redacted] requires additional assistance with regard to her account, we kindly ask that she write an email to [redacted] @ingenio.com with the exact charges in question and details with regard to the situationOnce we have this information, we will be happy to review her review the matter at that timeWe hope this information helps alleviate Ms***' concernsWe thank her for taking the time to correspond via the Revdex.comFinal Consumer Response / [redacted] (4200, 11, 2016/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because I complained about this issue to the same respresentative that I spoke to concerning closing the accountI wanted the account closed because of the unauthorized chargesI also informed the representative that I would involve my lawyers if this issue isn't resolvedIt seems as though there is a disconnect between [redacted] and its employees
Thank you for allowing us the opportunity to address [redacted] ’ concernsWe certainly appreciate her taking the time to provide us with her feedback and commentsPlease allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymously We would like to expand on [redacted] ’ experience using Keen [redacted] ’ placed two calls on Keen, which she was credited back for due to her unsatisfactory experienceThe first call was on 6/19/for a total of $The second call was also on 6/19/for a total of $This would add up to the $ [redacted] is reaching out about Keen’s Satisfaction Guarantee policy allows us to refund one unsatisfactory conversation every days for up to $In this case, Keen credited back [redacted] ’ account back in total for both calls, which is above and beyond what we normally allow Additionally, Keen is also able to refund any unused funds directly back to the payment method in which they came fromIn [redacted] ’ case, the funds she added were already used to have her conversations with the advisors, and the advisors are paid using those funds As a reminder, Keen is just the third party that connects these two individualsHowever, as a courtesy, Keen still provides a Satisfaction Guarantee policy for calls that were not up to our customer’s standards, just as we did in this caseWe believe this issue has been appropriately settled by Keen
Initial Business Response / [redacted] (1000, 5, 2015/04/28) */ Thank you for the opportunity to address Ms [redacted] 's concernsWe certainly appreciate her taking the time to provide us with her feedback and comments Please allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute feeA customer adds Keen funds from their credit or debit card to use on our website in exchange for services with advisors Our records indicate that on April 11, and 14, 2015, Ms [redacted] contacted our Customer Support via Support Form requesting the chat transcript from her conversation with an advisor on April 11, Our representative replied to Ms [redacted] 's request on April 17, with the requested transcriptIf Ms [redacted] is continuing to experience any technical difficulties with any other chat transcripts, we kindly ask that she contact our Customer Service department with the exact member name and date of the conversation in questionThey can be reached directly by calling 877-Keen-Help between the hours of 7AM and 7PM Pacific Time We certainly hope this information alleviates Ms [redacted] 's concernsWe thank her for taking the time to correspond via the Revdex.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive some, but not all, of the transcriptI was disappointed that some important segments were missing, but at this point do not want to pursue it furtherAt least they did provide me with most of the recorded conversationThank you for your assistance
Complaint: [redacted] I am rejecting this response because:This Keen credit as their response to my complaint would not serve any purpose or benefit me in the resolution in this matter because I am not using their services againIf they won't refund the complete amount to my credit/debit card, then I want 1/the amount I spent on their site refunded to my credit/debit card not credit for their servicesThat is completely fair as I was enticed and would not have continued to use their services had I not been told what I wanted to hearAsking me to spend $3,on candles is ludicrous not to mention the continuous enticement to call back for readingsThis is a fault on their behalfAlso, they wouldn't have responded at all had I not filed a complaintI tried repeatedly via calls and emails and didn't get anywhereThat alone is poor business etiquette and recourse is due for that alonePlease refund 1/of what I spent on Keen's site as that is more than fairAbove this, I want the total amount refunded to my credit card from the reading I had with [redacted] on 8/as I was only trying to confirm and she completely disagreed with what I was toldSincerely, [redacted] ***
(The consumer indicated he/she DID NOT accept the response from the business.)I spoke to ladies concerning this issue in the customer service department.I have accounts, but the one in question has the email address [redacted] @gmail.com.I took this matter to the Revdex.com because a customer service rep said that this could not be resolved.Lastly, [redacted] is fully aware of the account of which we speak because this complaint was made before coming to this website
March 28, 2016Customer: *** ***Email: ***@outlook.comThank you again for allowing us the opportunity to address Ms*** concernsWe certainly appreciate her taking the time to provide us with additional information regarding her accountKnow that we are very sorry for any confusion this matter may have causedOur records indicate that on 2/18/2016, Ms*** contacted our Customer Support requesting cancellation of her ***.com account associated with the email address ***@gmail.com and a refund of the remaining balancePer Ms*** request, our representative closed the account and escalated this request to our Trust and Safety department for follow-upOn 2/19/2016, a member of the Trust and Safety department issued a full refund of the remaining balance ($0.70) to her VISA account ending in and sent an email confirmation of this refund to the email address on file (***@gmail.com) for this accountPlease know that ***.com investigates all matters presented to us thoroughly and the safety and security of our Members is of utmost importance to usUnfortunately, we have no record of Ms*** contacting us in regards to unauthorized charges to her ***.com accountIf Ms*** requires additional assistance with regard to her account, we kindly ask that she write an email to ***@ingenio.com with the exact charges in question and details with regard to the situationOnce we have this information, we will be happy to review her review the matter at that time.We hope this information helps alleviate Ms*** concernsWe thank her for taking the time to correspond via the Revdex.com
Thank you for allowing us the opportunity to address *** ***’s concernsWe certainly appreciate her taking the time to provide us with his feedback and commentsPlease allow us to begin by explaining that *** is a technology platform which allows advisors and consumers to connect via phone
or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute feeKeen is only the platform that connects the two usersThe advisors are paid directly from the funds the user adds to their account, as the services are rendered on a per minute basis
*** *** is correct when referencing our Satisfaction Guarantee policy, which does allow for users to receive a credit to their account for an unsatisfactory conversationThe Satisfaction Guarantee policy specifically states, “If you aren't satisfied, you may be eligible to receive a credit to your account, up to a limit of $Satisfaction Guarantee credits are issued in Keen dollars, which may be used on future conversationsYou're permitted to be reimbursed for one unsatisfactory experience every daysOnly conversations that occur within the past hours are eligible for reimbursement.” *** *** had already received a full credit for an unsatisfactory conversation earlier in November of 2017, which was more than $(an exception was made for *** *** in this situation)This made her ineligible for any more Satisfaction Guarantees for the rest of the monthFurther requests for a Satisfaction Guarantee were denied on the basis that she had already been credited up to and beyond $limit for the monthSo while we understand the there will be times when a call or chat may not meet the expectations of the user, we do have policies in place to help assist with such situations, within reason
While *** *** has received more than $in Satisfaction Guarantee credit for the month of November, Keen wants to reiterate we value her as a user of her platformTo show our gratitude for her patronage of Keen, as of 11/30/17, we have credited her account with a $Customer Loyalty OfferThis credit is in excess of the $credit *** *** originally requested for her unsatisfactory conversationWe thank *** *** for her time and hope this matter has been resolved to her favorWe believe this issue has appropriately settled by Keen
Initial Business Response /* (1000, 5, 2015/07/09) */
July 9,
Customer: *** ***
Email: ***@yahoo.com
Thank you for allowing us the opportunity to address Ms***'s concernsWe certainly appreciate her taking the time to provide us with her feedback and comments
Please
allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute feeA consumer adds Keen funds from their credit or debit card to use on our website in exchange for services with advisorsAdvisors may also send offers, such as free minutes, to their customers via emailPlease note that when a customer contacts an advisor that has sent them an offer, the offer will always be redeemed at the beginning of the callIf a customer does not specify which offer he or she wishes to redeem, our system will redeem the oldest offer (which is set to expire the soonest) as defaultAdditionally, know that free minute offers cannot be bundled or all used within one call
Our records indicate that since Ms*** began contacting the advisor in question in July 2013, this advisor has sent Ms*** various "free minutes" offers of varying lengths via emailOn July 1, at 7:AM, Ms*** received an offer for "free minutes" from the advisor in question via emailHowever, when Ms*** called this advisor on July 1, at 4:PM, she did not initiate this call from her "free minutes" email or by selecting this specific offer from her "My Account" pageAs such, the system selected a default offer of "free minute" previously sent from this advisor, but had not yet been redeemed and would expire at an earlier date than the "free minutes" offerKindly note that in the future, if Ms*** wishes to ensure she is redeeming a specific offer, she must select the offer in question prior to calling
Please note that we are very sorry for any confusion this may have caused with our serviceAs a one-time courtesy, we have issued a $courtesy credit to Ms***'s Keen.com accountWe welcome her to use these funds to contact the advisor of her choice
We certainly hope this information is helpful to Ms*** in some wayWe thank her for taking the time to correspond via the Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the company I thank them for the $creditHowever I did initiate the call by pressing the redeem now button from the email stating the advisor had given me free minutesAfter pressing the button it stated I could speak to the advisor for minuteI called keen directly and the customer service repInformed me that It did not matter that I redeemed frim the minute button, the minutes are redeemed in order and that specific advisor had given several free minute offers and those had to be used first and there was nothing she could do to bypass *** system
Final Business Response /* (4000, 9, 2015/07/30) */
July 30,
Customer: *** ***
Email: ***@yahoo.com
Thank you again for allowing us the opportunity to address Ms***'s concernsWe certainly appreciate her taking the time to provide us with her comments
Please know that at Keen, we listen to our community and are always striving to ensure member satisfaction and provide the best user experienceWe are always testing and learning from various features on Keen so a user may notice some changes in our service throughout their lifetime with us
Again, we are sorry to hear about the confusion regarding our service Ms*** has experienced and know that we are working to provide a consistent experience on our platformWe will be happy to follwith the appropriate departments to ensure that accurate information is always presented by our Customer Service representativesKindly note that on July 29, 2015, we attempted to contact Ms*** directly via phone to clarify her concerns regarding this matter, however, we were unsuccessful in reaching her
We certainly hope this information is helpful to Ms*** in some way
Final Consumer Response /* (2000, 11, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Keen looking into the matterMy understanding is there is a way to redeem a specific offer instead of it defaulting by to the date givenI would appreciate Keen emailing me directions on how to proceed in redeeming as when I called customer service they informed me they could not by pass *** system
Thank you Revdex.com for your assistance with this matter!
Thank you for allowing us the opportunity to address ***’s concernsWe certainly appreciate her taking the time to provide us with her feedback and commentsPlease allow us to begin by explaining that Keen*** is a technology platform which allows advisors and consumers to connect via
phone or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute fee
We would like to expand on *** experience using KeenIn reference to the specific card she is referring to, our Trust and Safety team had done their due diligence to investigate the usage of this card on our siteThey were able to determine the card was used legitimately on Keen, with the proper authorizationsSeparately Keen refunded the remaining balance on our website that originated from the card ending in ***, which was $0.13, which was the most we were able to return from this payment source, as those funds were not used to redeem services yetAny additional funds that were added to Keen using card ending in *** were used legitimately and are unable to be refunded once the services have been rendered
We believe this issue has been appropriately settled by Keen
We appreciate the opportunity to reply to *** ***We would like to reiterate that Keen only acts as the technical interface between customers and advisorsThe funds *** *** adds are the same funds that are used to pay the advisors she spoke withHowever, as a courtesy to our users such as *** ***, Keen has a Satisfaction Guarantee policy where we credit user’s Keen accounts for unsatisfactory conversationsKeen went above and beyond our typical Satisfaction Guarantee limit of $in credit in days for *** ***, as we applied a total of $within a day periodThose funds are still available for her to use on Keen
February 29, 2016Customer: *** ***Email: ***@outlook.comThank you for allowing us the opportunity to address Ms*** concernsWe certainly appreciate her taking the time to provide us with her feedback and commentsPlease allow us to begin by explaining that ***.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute feeA consumer adds *** funds from their credit or debit card to use on our website in exchange for services with advisorsPlease note that an advisor may take on the consumer role and make calls to advisors, or vice versa, if preferred.Our records indicate the account associated with the telephone number *** *** and email address ***@outlook.com has no recent activity or chargesAdditionally, no funds have ever been deposited to this account, and as such, we are unable to refund any funds on this accountThis account is solely an advisor account with a live listing on our Ingenio.com domainIf Ms*** requires assistance on a secondary account, we kindly ask that she write an email to ***@ingenio.com from the email address on file for the account in question, or provide us with the member name and password of the accountOnce we have this information, we will be happy to review her refund request and remedy this matter urgentlyPer our Privacy Policy, we are unable to discuss any other accounts at this time.We look forward to speaking with Ms*** further with regards to her accountWe thank her for taking the time to correspond via the Revdex.com
Thank you for allowing us the opportunity to address *** ***'s concernsWe certainly appreciate her taking the time to provide us with her feedback and commentsPlease allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone
or chat anonymouslyAn advisor develops a business by creating a listing and taking calls or chats for a per-minute feeKeen is only the platform that connects the two usersThe advisors are paid directly from the funds the user adds to their account, as the services are rendered on a per minute basis
We would also like to clarify that Keen still provides a Satisfaction Guarantee policy as a courtesy to users who did not have satisfactory experienceThis allows users to receive $worth of credit (once per days) for conversations they were not happy withAdditionally, on Keen, all users can block each other at will, if they feel they do not want to communicate (or in this case, spend money with them) any further
We would like to expand on *** ***'s experience using KeenWe are sorry to hear she is unsatisfied with her conversationsOn Keen's part, our Customer Service department went above and beyond to try and resolve her concernsAlthough we only allow $of credit back a month on unsatisfactory calls, in the last days, we have credited her Keen account with a total of almost times thatThe $credit she mentioned earlier, as well as an additional $credit placed recentlySpecifically regarding *** *** *** ***, we have credited her account separate times in the last months, more than doubling (sometimes tripling) our $Satisfaction Guarantee on each individual credit as wellWe have went beyond our usual policies to try and resolve this concern
We believe this issue has been appropriately settled by Keen
Thank you for allowing us the opportunity to address **. [redacted]’s concerns. We certainly appreciate her taking the time to provide us with her feedback and comments. Please allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via...
phone or chat anonymously.
We would like to expand on **. [redacted]’s experience using Keen to place a call on 6/26/17. He is accurate in stating that he added $12 to his account, then exhausted those funds on his call. It is also accurate that he pressed 1 to continue with our Seamless Pay option, which automatically bills users for 10 minute increments at a time. If it cannot bill the customer for 10 minutes in advance for some reason (not enough funds for example), it will attempt to bill them for 3 minutes in advance. That is what happened in **. [redacted]’s case. He chose to continue with our Seamless Pay option, but our billing system was unable to authorize his card automatically for 10 minutes (or $59.90, at $5.99 a minute). When it tried again to authorize his card for 3 minutes (or $17.97, at $5.99 a minute) it again did not go through; Keen was not able to collect the funds on either of these attempts.
The information **. [redacted] received from his bank is accordance with In Keen’s experiences in such matters. That is, failed authorizations to collect funds automatically fall off within 7-10 business days. **. [redacted] did indeed give our Customer Service department a call to follow up on this matter, and did eventually request to speak with a Supervisor. Unfortunately, one was not available at the time, and due to the Independence Day weekend, there was a backlog in cases and there was a delay in attending to his specific case.
To summarize, the $59.90 and $17.97 attempts will fall off of **. [redacted]’s bank account within 10 business days from 6/26/17, as his bank also indicated. Additionally, as a courtesy, Keen has extended a $25 credit to **. [redacted]’s Keen Account to be used on our site. Lastly, we would like thank him for his understanding and consideration in this matter.
(The consumer indicated he/she DID NOT accept the response from the business.)I do not accept this response because I complained about this issue to the same respresentative that I spoke to concerning closing the account.I wanted the account closed because of the unauthorized charges. I also informed the representative that I would involve my lawyers if this issue isn't resolved.It seems as though there is a disconnect between [redacted] and its employees.
Initial Business Response /* (1000, 5, 2016/02/29) */ February 29, 2016 Customer: [redacted] Email: [redacted]@outlook.com Thank you for allowing us the opportunity to address Ms. [redacted]' concerns. We certainly appreciate her taking the time to provide us with her feedback and comments. Please allow...
us to begin by explaining that [redacted].com is a technology platform which allows advisors and consumers to connect via phone or chat anonymously. An advisor develops a business by creating a listing and taking calls or chats for a per-minute fee. A consumer adds [redacted] funds from their credit or debit card to use on our website in exchange for services with advisors. Please note that an advisor may take on the consumer role and make calls to advisors, or vice versa, if preferred. Our records indicate the account associated with the telephone number (XXX) XXX-XXXX and email address [redacted]@outlook.com has no recent activity or charges. Additionally, no funds have ever been deposited to this account, and as such, we are unable to refund any funds on this account. This account is solely an advisor account with a live listing on our Ingenio.com domain. If Ms. [redacted] requires assistance on a secondary account, we kindly ask that she write an email to [redacted]@ingenio.com from the email address on file for the account in question, or provide us with the member name and password of the account. Once we have this information, we will be happy to review her refund request and remedy this matter urgently. Per our Privacy Policy, we are unable to discuss any other accounts at this time. We look forward to speaking with Ms. [redacted] further with regards to her account. We thank her for taking the time to correspond via the Revdex.com. Initial Consumer Rebuttal /* (3000, 7, 2016/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to 2 ladies concerning this issue in the customer service department.I have 2 accounts, but the one in question has the email address [redacted]@gmail.com.I took this matter to the Revdex.com because a customer service rep said that this could not be resolved. Lastly, [redacted] is fully aware of the account of which we speak because this complaint was made before coming to this website. Final Business Response /* (4000, 9, 2016/03/31) */ March 28, 2016 Customer: [redacted] Email: [redacted]@outlook.com Thank you again for allowing us the opportunity to address Ms. [redacted]' concerns. We certainly appreciate her taking the time to provide us with additional information regarding her account. Know that we are very sorry for any confusion this matter may have caused. Our records indicate that on 2/18/2016, Ms. [redacted] contacted our Customer Support requesting cancellation of her [redacted].com account associated with the email address [redacted]@gmail.com and a refund of the remaining balance. Per Ms. [redacted]' request, our representative closed the account and escalated this request to our Trust and Safety department for follow-up. On 2/19/2016, a member of the Trust and Safety department issued a full refund of the remaining balance ($0.70) to her VISA account ending in 4634 and sent an email confirmation of this refund to the email address on file ([redacted]@gmail.com) for this account. Please know that [redacted].com investigates all matters presented to us thoroughly and the safety and security of our Members is of utmost importance to us. Unfortunately, we have no record of Ms. [redacted] contacting us in regards to unauthorized charges to her [redacted].com account. If Ms. [redacted] requires additional assistance with regard to her account, we kindly ask that she write an email to [redacted]@ingenio.com with the exact charges in question and details with regard to the situation. Once we have this information, we will be happy to review her review the matter at that time. We hope this information helps alleviate Ms. [redacted]' concerns. We thank her for taking the time to correspond via the Revdex.com. Final Consumer Response /* (4200, 11, 2016/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because I complained about this issue to the same respresentative that I spoke to concerning closing the account. I wanted the account closed because of the unauthorized charges. I also informed the representative that I would involve my lawyers if this issue isn't resolved. It seems as though there is a disconnect between [redacted] and its employees.
(The consumer indicated he/she DID NOT accept the response from the business.)I spoke to 2 ladies concerning this issue in the customer service department.I have 2 accounts, but the one in question has the email address [redacted]@gmail.com.I took this matter to the Revdex.com because a customer service rep said that this could not be resolved.Lastly, [redacted] is fully aware of the account of which we speak because this complaint was made before coming to this website.
I also contacted my bank concerning the unauthorized charges and my bank contacted [redacted].
Initial Business Response /* (1000, 5, 2015/12/18) */
December 18, 2015
Customer: [redacted]
Email: [redacted]@hotmail.com
Thank you for allowing us the opportunity to address Ms. [redacted]'s concerns. We certainly appreciate her taking the time to provide us with her feedback and comments....
Please allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone or chat anonymously. An advisor develops a business by creating a listing and taking calls or chats for a per-minute fee. A consumer adds Keen funds from their credit or debit card to use on our website in exchange for services with advisors. Please note that a member may visit the "Activity History" page from the Keen.com homepage to access a receipt for all transactions made on his or her account.
Please understand that Keen acts solely as a technology platform that allows users to connect. As per section 2(a) of the Keen Member Agreement, which was agreed upon sign-up, states, "Keen is not responsible for the use or exchange of any information, files or goods between Members. You are solely responsible for, and will exercise caution, discretion, common sense and judgment in, using the Site and Advisor Services, in evaluating the qualifications of, and statements made by Members in listings or through the Member feedback system, and in disclosing personal information to other Members."
Our records indicate that on December 6, 2015, Ms. [redacted] added various amounts to her Keen account to fund numerous calls with various advisors including [redacted]. Kindly note that these deposits and calls were made at various times of the day. As such, we show no record of any duplicate charges on Ms. [redacted]'s account.
Additionally, our records indicate that at 9:21PM, Ms. [redacted] added $431.00 to her Keen account from her VISA account ending in [redacted], a portion of which was used on a call with an advisor named Sister [redacted]. Upon contacting our Customer Support on December 17, 2015, our representative initiated a refund of $417.71 back to Ms. [redacted]'s VISA card ending in [redacted], the entire balance on Ms. [redacted]'s Keen account and advised that it may take up to 5 business days for these funds to be processed by the bank.
Please know that it is never our intent to erroneously bill a member's account. At Keen, we are constantly striving to ensure member satisfaction. In an effort to do so, Keen provides each member the opportunity to view all transaction details immediately on the Keen.com website. Additionally, if a member notices any discrepancies, our friendly representatives are readily available via phone or email to assist.
We certainly hope this information is helpful to Ms. [redacted] in some way and alleviates her concerns. We thank her for taking the time to correspond via the Revdex.com.
Thank you for allowing us the opportunity to address [redacted] concerns. We certainly appreciate her taking the time to provide us with her feedback and comments. Please allow us to begin by explaining that Keen.com is a technology platform which allows advisors and consumers to connect via phone...
or chat anonymously.
We would like to expand on [redacted] experience using Keen to place calls and speak with advisors. She is accurate in stating she authorized and incurred three charges from 7/6/17 and 7/7/2017. There were two charges on 7/6/2017 for $47.74 and $49.90. There was one settled charge on 7/7/2017 for $47.70. These are correct and reflect her time spent on Keen for those specific dates.
We would also like to clear up the additional authorizations she sees from Keen on her card for these dates. The other transactions that may be appearing on her statement are merely pre-authorizations that came about when [redacted] opting to be billed "after the call" by pressing 1 (also known as our Seamless Pay option). These authorizations will fall off her statement in five to seven business days and will never become posted charges. The charges that will post will be the three we highlighted above.
Keen reached out to [redacted] proactively on 7/10/17, to clarify which charges would actually post to her card and which authorizations would fall off, as well as to explain the Seamless Pay option. Additionally, we provided her with a $25 courtesy credit to her Keen account, which can be used on our site for any inconvenience she experienced during this matter. Lastly, [redacted] herself reached out to Keen’s Customer Support department on 7/12/17 via email to confirm that only the three indicated charges appeared on her account as final charges. We believe this issue has been appropriately settled by Keen.