Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While I was on ******* there was an ad for the Keen app. The promo for first time users was 5 minutes for $1 to chat/speak to an advisor (a medium, psychic, clairvoyant, etc). When I signed up, and started the chat with a medium / advisor, I waited for the 4th min for the advisor to respond. Till the last min, the app asked if I wanted to proceed, I can pay $10 for 1 min. It gave the option to pay now or pay later, after the chat. Ive tried asking to pay after, but it didnt allow me, so Ive chosen $10 per min to proceed. The chat in total was 10 minutes. After that, Ive noticed I was charged $88. The 5 min clearly wasnt accounted and was charged in total for the session which was not even insightful. Not giving me much information nor advice. I wasnt satisfied of the outcome of the service and requested a full refund. After contacting them immediately, ***** customer service only credited me (Keens credit) $25, which I don't agree because Ive also asked to delete the account .. when initially reported to delete the account and asked the reason why to delete, which I provided. I would like a full refund as initially requested. This was false advertisement, and this app from what Ive witnessed is a money grab.

  Business Response

  Date: 03/18/2025

  Were very sorry for the confusion with our introductory promotion, Get 5 Minutes for $1.00. Please note that once your 5 minutes are used, you are then charged the Advisors rate per minute if you choose to continue your reading. Unfortunately, once funds have been used towards a reading, the Advisor is immediately credited so were unable to issue a refund back to the original form of payment. We understand that there may be times an Advisor or reading fails to meet your expectations, so Keen has a Satisfaction Guarantee policy that allows you to receive one credit every 30 days, with a limit of up to $25.00. This credit can only be used towards your next reading with any Advisor of your choice. If you have any further questions or concerns regarding this transaction, we invite you to contact Customer Support directly using our Customer Support Form and we will be happy to assist. 
  
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23043175
  
  I am rejecting this response because: Unfortunately, I remain dissatisfied with the service I received and the manner in which my concerns were addressed. Additionally, I was overcharged for the service, and the resolution offered a $25 credit is insufficient and unacceptable.
  
  
  A credit of this nature should be returned to me in my original form of payment, rather than as a store credit or other limited-use option. As a consumer, I am entitled to a fair resolution under the protections provided by the ************************ (***) and relevant consumer protection laws. The *** prohibits unfair or deceptive acts or practices in commerce, ensuring consumers receive honest and transparent services without being subjected to hidden fees, overcharges, or inadequate remedies.
  
  
  I respectfully request that Keen issue the $25 credit, including the over payment of an additional $44.40 directly to my original payment method. I believe this is a reasonable and fair resolution given the circumstances.
  
  
  Thank you for your assistance in this matter. I look forward to the BBBs continued support in facilitating a just resolution.
  
  
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 03/26/2025

  Were truly sorry to hear that you were dissatisfied with the service. Kindly note that we do not charge your payment method without your authorization. If you did not have funds in your account balance, you wouldve been prompted to add funds. We assure you that you are only billed for the minutes you used at the Advisors rate per minute. Please know that once funds have been used towards a reading, were unable to issue a refund back to the original form of payment.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I downloaded the app after getting several ads. They have the price listed for $1 for 5 minutes. After the 5 minutes they do not inform you of a price increase and they charge your card for whatever amount they want.

  Business Response

  Date: 01/31/2025

  We truly apologize for the confusion with our introductory promotion, Get 5 Minutes for $1.00. Please know that before you connect with an Advisor, the Advisor's rate per minute is listed on their profile. Once your 5 minutes are used, your conversation is paused and you are asked to add more funds to continue. You are given the option to continue your reading using our Seamless Pay billing option or you can add a specific amount of funds. Please know that our Customer Support team is here to help you review your charges to ensure that you have a clear understanding of how you were billed. If you have any further questions or concerns, please contact Customer Support directly using our Customer Support Form and we will be happy to assist. 
  
  

• Initial Complaint

  Date:05/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have deceived the customer by putting him under the trap of "Once the funds in your balance are used, the system will pause to ask if you want to continue your reading.", but no such prompts ever happened and they billed the customer by giving him fake perception and I have shared video with them proving the same that no response ever came, and now Keen.com has restored to nonresponse, a new way of doing harassment and unfair business and fooling customers who comes to your website under distress and resorting to embezzlement. They have also disabled my a/c and has stopped responding. This is a clear case of trapping customer and then charge him unfairly.

  Business Response

  Date: 06/04/2024

  We apologize for the confusion with our billing system. It appears that you selected our Seamless Pay billing option before you began your chat. Selecting this option allows you to continue your conversation for your desired duration without pausing to add funds. Unfortunately, once funds have been used towards a reading, the advisor is immediately credited so were unable to issue a refund back to the original form of payment. 

• Initial Complaint

  Date:04/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I removed my card from my keen.com account last week Today my card was charged $2933.85.A user account can only add $1000 *** at a time. It would seem they were hacked. They said they would return my call but never did.

  Business Response

  Date: 04/24/2024

  Hello, we are very sorry to hear that you are seeing a charge you do not recognize, and we can assure you that **** has not been hacked. Our team has attempted to contact you by phone, but we were unable to reach you. Additionally, we have sent you an email requesting more information. We kindly ask that you reply to that email at your earliest convenience. Once we receive your response, we will escalate this for further investigation. In the meantime, we recommend contacting your bank to determine if they have more information regarding this charge.

• Initial Complaint

  Date:04/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found unexplained PayPal charges to my account to Purple Garden, a subsidiary of this company. I spent a month asking their "Trust" team to follow up on the following message:"I have seen some unauthorized payments on my PayPal account. Can you please remove these charges, I did not permit these payments. "After following up for more information, with no response for weeks, I received a message that did not offer any transparent information about the investigation, nor engage with me respectfully. Rather the company is more suspicious with its vague process, unclear explanation, and retaliatory response. I am consulting a lawyer. This kind of bad-faith treatment and response ought to be documented. The message from Purple Garden is: "This is a message from the Purple Garden ************** team. We have concluded our investigation of the disputed transactions from your PayPal account. We found no evidence that these charges were fraudulent or incorrectly billed. Due to this false claim, we have blocked your PayPal from further use on Purple Garden and disabled your account.. We respectfully ask that you cease using Purple Garden and all services powered by Ingenio."

  Business Response

  Date: 04/24/2024

  Hi there. We have investigated these claims, both at the time customer contacted us, and again after receiving this complaint. Our *************** has found no evidence of fraudulent activity, based on the information provided by the customer within 5 psychic chat readings, along with device and IP identification. This appears to be a case of buyer's remorse / friendly fraud, so refunds for the purchases were not offered. The customer's account was closed, per our policy. 

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying on several attempts to contact ******* team over the past six months, which unfortunately have not replied any response. Despite multiple emails and attempts to connect via calls, I have not received any acknowledgment or assistance.The reason for my persistent attempts to reach out is due to unauthorized charges on my card associated with your services. I have made numerous efforts to resolve this issue directly with *******, but the lack of response has left me deeply concerned and frustrated.It is crucial to emphasize that these charges were not authorized by me, and I firmly believe they are fraudulent. I have taken the necessary steps with my financial institution to dispute these charges, but it is imperative that ******* acknowledges this situation officially and cooperates in addressing this matter promptly.I have been asking for their attention and a swift resolution to rectify these unauthorized charges on my account. Everytime I try calling them the number is unreachable. I have been charged over $3000 and they have not given me any resolution. I have reached out to my bank and the bank has told me to speak to the company directly.

  Business Response

  Date: 12/27/2023

  Please see our response attached. Thank you in advance! 

  Business Response

  Date: 01/25/2024

  Dear Sir or Madam:
  The Kasamba marketplace provides an online venue where interested clients can select from a number of different independent advisors and engage with those advisors via online chat, telephone or email. 
  We understand the challenges that come with having your payment method stolen, and we are sorry to hear about your experience. However, we have investigated your claim of unauthorized charges on **** and found no evidence that these transactions were fraudulent or incorrectly billed. 
  Furthermore, you disputed the charges with your financial institution and they charged us back for those transactions in question. Please contact your bank for answers about their findings. 
  Our records show that we did respond to your inquiries and also explained how we can be reached 24/7 for your convenience.

  Please note that the account is now closed and restricted.
  

  
  

• Initial Complaint

  Date:01/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did agree to see the website and pay but this last reader completely just stole my money asking me the most dumb questions n taking her time w an answer and added up to 140$ and I send a request for my money or a credit or something and I was declined because I had asked for a review or my charges and I never really got an answer I had gotten a credit before but this last time just completely charged my card

  Business Response

  Date: 01/17/2024

  Hello, we are so sorry to hear that your reading experience did not meet our high standards. It is important that you to get the answers that you are looking for and it is very disappointing to hear that you did not during this reading. Keen has a Satisfaction Guarantee policy that allows you to receive one credit every 30 days, for a conversation within the last 72 hours and with a limit of up to $25.00. While we are always happy to refund any unused funds in your account, once funds have been spent on a reading the advisor is immediately credited and we are no longer able to issue a refund for these funds. Please know that our Customer Support team is here to help you review your charges to ensure that you have a clear understanding of how you were billed and our team will not deny applying a credit to your account for this reason. If you have any further questions or concerns, we invite you to contact us directly using our Customer Support Form and we will be happy to assist. 
  
  

• Initial Complaint

  Date:01/02/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Keen psychics hires fraudulent providers but promotes Accurate Psychic Readings by a Keen Advisor from Trusted, Accurate Psychics. I've spent over $100,000 receiving services from them in hopes for true spiritual enlightenment but I was frequently mislead. When sharing honest feedback about readings to advisors I'd be bullied, harassed, and even threatened. This company does very little to protect their customers health or safety in these circumstances. As a result of using psychic services with keen I have endured a great deal of psychological, emotional, and mental distress. They do not vet their advisors to ensure accuracy of services and they do not do any kind of quality control, and I know this because I was a provider myself and was hired to the platform but did not have to prove my abilities. As a psychic myself, I should have trusted myself however this can be a dark readers dream come true as they prey on psychological vulnerabilities. As a customer on this platform, I have been in contact with readers who were drunk, abusive, sleeping, manipulative, liars and gaslighters. This platform is a scam and does more damage than good. I am seeking refunds for all services received.

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had multiple Psychic readings and they charge hefty amounts per minute. They mention on their website about guranteed satisfaction but they don't return ********'s money after a complaint is raised. They don't have any customer support number or email. They are scamming people.

  Business Response

  Date: 11/01/2023

  Hi, we are so sorry for the confusion with our Satisfaction Guarantee policy. If you have a reading that doesn't meet your expectations, **** has a Satisfaction Guarantee policy that allows you to receive one credit every 30 days, for a conversation within the last 72 hours and with a limit of up to $25.00. You can request a Satisfaction Guarantee credit by visiting the Keen's Satisfaction Guarantee page on our website. Please note that once funds have been used towards a reading, the advisor is immediately credited, so were unable to issue a refund back to the original form of payment. You are always welcome to contact us by visiting our customer support form or by emailing us at ***************** On weekdays, we are also available via phone at 877-KEEN-HELP. 
  
  

• Initial Complaint

  Date:10/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/20/2023, I saw an advertisement for Keen on ******** guaranteeing a 10 minute reading session for $1.99. I decided to entertain this, as I feel somewhat lost in life. Once I created an account and paid $2.00, the promotion then changed to 5 mins for $1.99. After being connected with the medium for only 2-3 mins, I was disconnected mid-conversation and then charged $2.99. Though this is a small amount, the fact that they deceived me with their pricing and time guarantee (10 minutes guaranteed and then switching it to 5 minutes), and not even meeting the 5 minutes, is a clear violation of the law.

  Business Response

  Date: 10/24/2023

  Hello, we are so sorry to hear that you did not receive the Get 10 minutes for $1.99! promotion. Please know that in order to receive this promotion, you must click the link in the advertisement to create your account. If you do not follow these steps, then you may receive one of our other new customer offers, Get 5 minutes for $1.00 or First 3 Minutes Free. 

  Regarding the length of your call, on our end it appears that your conversation lasted for five minutes and then ended when you declined to add additional funds. That said, we regret any confusion and after you previously contacted us, we added a courtesy credit to your account to allow you more time to speak to an advisor. If you have any further questions, we invite you to contact us directly using our customer support form.