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:10/20/2023

  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.

  There is a psychic on a website on keen came chelli. Her photo is used on. 10 other websites with 10 different names. She charges $34 a minute for a reading and I found out by randomly scrolling on ******** with that same photo with several different names, different states and different countries. I spoke to this woman and she says she lives in **********,**. If thats the case then why is she **** posing and someone else to? **** promised that every physic is legit. It Im fact I have even more photos proving shes not who she is and I led her on during the readings only for her to repeat back what I said. I didnt realize ***** racked up I was scammed

  Business Response

  Date: 10/31/2023

  Thank you for notifying us of your concerns about the photo your advisor is using. We are so sorry that this experience has caused you to question the value of the readings you have received from her. Rest assured we take such matters seriously. Due to ****'s Privacy Policy, we cannot share the actions taken towards the advisor in question. Nonetheless, please know that we are committed to keeping **** a safe and trustworthy platform for everyone.
  
  

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20758571
  
  I am rejecting this response because: I want a complete refund. Telling me you will look into the matter is not the same as refunding me.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/06/2023

  Hi, thank you for your response. Please know 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. While **** does not guarantee the accuracy of advisors as they are running their own business, we take customer feedback seriously and assure you that your concerns have been reported.

• Initial Complaint

  Date:10/11/2023

  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.

  They did not have authorization to charge my card for whatever amount they deemed under ************. I was taken advantage of. I called they offered ************************************************************** process understood I did not receive the services. I explained my dissatisfaction and they said they already paid the advisor and this her agreed rate with them. I told her that I was not advise and the call was repetitive and carrying on as a way to increase charges. My card was fraudulently charged on 10/9 ***** ***** ***** *****

  Business Response

  Date: 10/12/2023

  Hello, we apologize for any confusion about the billing for your most recent call. At the beginning of the call, you agreed to the advisors rate and selected our ************ option, which allows you to have your conversation without interruption to add more funds. When using ************, **** places authorization holds in 10-minute increments during your conversation. Any unused holds will be released back to your payment method immediately after your conversation has ended, however, it may take up to 5 days for your bank statement to reflect the final charges. 

  We understand you were not satisfied with your call, which is why our team offered to provide you credit as a courtesy. We are not able to refund already spent funds, as they are transferred to your advisor immediately following the call. In the future, if you are on a call and feel the advisor is not being economical with your time, we encourage you to end the call immediately and contact our team for assistance using this form. 

  We hope this information helps clarify, and we appreciate your feedback.
  

  
  

• Initial Complaint

  Date:09/26/2023

  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.

  **** allows customer to be deceived through rushed 5 star readings , readers are blocking customers for leaving them under 5 stars , I was emailed by a Reade to not to leave nothing a 5 star, this was brought to the attention of keen in which the managers and supervisor ignore . They also say this is for entertainment. So they are openly not addressing the fact that customers don't have time to make accurate reviews . And allow their customers to be bullied into 5 star ratings by readers . As a result these rushed and bullied ratings have not only caused me to lose money for "5" star readers , but other customers as well. **** doesn't care about the customer experience they just care about the money they always blame the and argue with a customer. But lots of their readers are fraudulent taking customers hard earned money with false readings . I'm planning on suing them . Especially after today

  Business Response

  Date: 10/02/2023

  Hello, were very sorry to hear about your experience with advisors on ****. While advisors are running their own business, and have the ability to block customers they no longer wish to speak with, please know that it is a violation of our policies for advisors to reach out and complain about negative feedback you *** have left, or threaten you in any way for leaving less than a five star rating.
  
  We assure you that we take these reports seriously, and while were unable to share the actions we take in response to these reports, this behavior is never tolerated by ****.
  
  While we do not guarantee the advice given by advisors, as they are running their own business on Keen, your experience matters to us. We ask that you reach out to our Customer Support team directly so we *** further address your concerns about any specific advisors you feel *** have violated our policies.

  Customer Answer

  Date: 10/02/2023

  unfortunately, I have already spoken to the "head" person at keen who refused to give me corporate information his name was *****, and which he argued with me, about policies saying they never guarantee readings etc etc,  even though i screenshotted that keen does advertise accurate readers, in my case several 5-star readers were not accurate. as I continue to see what the issue was after getting readings, and looking at recycled reviews, and receiving threats from readers to only give them 5 stars or nothing at all. I informed ***** which he didn't even ask which readers they were, he argued with me as if I wasn't a customer, he seemed bothered, and have no customer service skills, defending the actions of readers encouraging us to only give them 5 stars, which you are not saying isn't your policy.  The truth is majority of your 5 star readers ***********;accurate making them fraudulent , which are targeting innocent customers and causing them to lose money, because you all don't want to take the extra effort to be sure that the ratings and reviews are properly done, I've suggested numerous things like an anonymous survey after 30 days which will add or subtract from their score, I've also suggested giving customers 30 days to review readers, I've also suggested a forum where customers can speak among themselves and free chats like other hotlines have, and allowing customers to like review and also comment something , this ensures that your customers are valued and not you just allowing fake readers to ******* us out of money. I know the customers experience is not your number one priority based of how you all respond putting blame on "independent readers" as if you're not the company representing them and you have no responsibility of how they conduct themselves or if the customers are not getting their money's worth, The ***** represented **** as a manager, indeed showed me you all don't care about the customer. Maybe you should listen to the conversations that were recorded between ***** and me. It's unfortunate i been on keen for many years but there are other lines i could call and no longer spend my money here because you don't value your customers are their opinions.

   
  Complaint: 20659362
  I am rejecting this response because:
  
  Sincerely,
  
  ************

  Business Response

  Date: 10/03/2023

  Thank you for your response. As we previously stated, we welcome and appreciate any specific information you would like to report to our team about advisors that *** be violating our policies. If you ever experience any unprofessional communications from an advisor during or after a reading, including regarding the feedback you leave, please let us know via our support form. Your concerns will remain confidential, and we truly appreciate you helping us ensure our advisors conduct business to the highest standards.

  Customer Answer

  Date: 10/04/2023

   
  

  have sent in several forms to customer support, including feedback and complaints which lets me know you don't read any of the complaints or concerns, I've called in , talked to the manger  **********; he was also rude and dismissive. I just have to understand you all don't care,  but I'm glad I came to the BBB so other customer will beware, and read what's really going on , the recycle feedback, the fraudulent 5 star readers , the lack of professionalism with some of the readers throwing tantrums, because we didn't leave a 5 star rating , while keen sits back with their hands in the air " its not our fault, where just the company their independent " ..how convenient 

  Complaint: 20659362
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:09/14/2023

  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.

  There has been multiple fraudulent charges that has taken place on my company card. I'm requesting a full refund on these charges. My card ends in ****.

  Business Response

  Date: 09/15/2023

  Hello from the Keen Policy team. Thanks for writing to us with your request for a refund. In order to assist you with a refund, and to understand the charges on your Keen account, we kindly ask that you submit your request through our Customer Support Form, which can be found at keen.com/support. A member of our Customer Support team will be glad to address any concerns you have and reply to your message within 24 - 48 hours. 
  
  

• Initial Complaint

  Date:09/11/2023

  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.

  Keen is a SCAM. Readers who are rated at 5 stars are not actually 5 stars!!! They manipulated the stars and reviews. Last night I spoke with a reader named '********* of the Light' and she just could not connect and said something completely off track. When I asked her a question she didn't have an answer to she just abruptly ended the chat. I left one star but my review has been hidden KEEN HIDES NEGATIVE REVIEWS OR LOW STARS FOR MANY READERS. My review is not there !!!!! so very UNETHICAL. I sent and email and no response to this

  Business Response

  Date: 09/11/2023

  Hello, we are very sorry to hear a about your poor experience with one of our readers. Your email has been received by a member of our Custmer Support team and you will receive a reply to your inquiry within 24 to 48 hours. Please know that Keen customer feedback is only displayed for conversations that last for at least 3 billed minutes. Because your conversations were cut off before three minutes, the feedback you left was not displayed on the website. Please note, our policy team will only remove customer feedback in instances when it violates our Feedback Policy (******************************************************************************). We apologize for any confusion, and hope this information is helpful for future readings.

• Initial Complaint

  Date:08/02/2023

  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.

  **** recently started charging (perhaps starting Aug 1, 2023) a SESSION FEE of $2.99 for any transaction (call/text/ping) done with any of their advisors. No notification was given to customers, advisors or are you told about this until it shows on your bill. This is a ridiculous upcharge, deceptive in nature and not only adversely affects customer (me = paying more money) but affects advisors (**** is literally stealing money from advisors by doing this as customers who cant pay that fee will stop calling it to their advisors). This fee can potentially be 80% more than the lowest per minute cost for an advisor!!! TOTAL SCAM AND RIP OFF.

  Business Response

  Date: 08/03/2023

  Here at Keen, we strive to provide our customers and advisors with a seamless, secure, and efficient platform. Beginning August 1st, 2023, a session fee of $2.99 was implemented for every call and chat connection on Keen. The purpose of this fee is to help Keen enhance and maintain the quality of our services by covering infrastructure costs, customer support, and continuous platform development. We understand that it may be difficult for our users to adjust to a change in our billing system. We want to emphasize that **** provides advisors with the flexibility to adjust their price per minute at any time, and while they are not required to do so, many advisors offer their customers discounted rates and free minutes toward their next session to help offset costs. Keen also offers customers the opportunity to request credit reimbursement for unsatisfactory sessions when they contact our customer support team. We encourage customers and advisors who have feedback or questions about this session fee to contact our customer support team.

• Initial Complaint

  Date:05/28/2023

  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.

  The keen.com company / Ingenio LLC / Ingenio, ************** Contacts stole from me 3 times in a row on Sunday 5/28/2023.. I spoke with 2 of their "advisors" 3 times, the ********************** I spoke with 2 times, both times she claimed that she could not "see" my chat but I was charged resulting in me paying $10.00 for no reason. When I went to ask her for assistance she blocked me. The other *********************** introduced herself to me, took $7.00 from me then ended our chat. $17.00 gone in less than 1 minute, this company is a scam as are the individuals working for them I plan to pursue legal actions against them with my family attorney if they do not make this right more than the money my feelings, time and energy was wasted and no support was offered to me. This is a company with many shell companies, overseas customer support and no one who cares to help the little person but I will stick with this until they resolve my issue. I am not sure how many individuals they have done this to before but this is not even the first time this has happened to me but this is the last time that it will happen to me and if I can help it anyone. Also I left negative reviews on the "advisors" survey, which the company did erase, so there is a whole issue with keen/ Ingenio LLC / Ingenio, ************** Contacts lying about how good their "advisors" are. Again I am sure I am not the only one they have done this too. I know of a few people in my local area that have had issues with keen and I am going to start an online petition with these individuals to get keen/Ingenio LLC / Ingenio, ************** Contacts/ scam company removed from ******** internet. Stealing from customers, "advisors" blocking customers for no reason and erasing negative customer reviews will NO LONG be tolerated. This company prays on the emotionally weak people in our society myself being no different and being taken advantage of on sunday 5/28/23. Also the company will not respond back to me.

  Business Response

  Date: 06/02/2023

  We are sorry to hear about the technical issues experienced by this user on Sunday, 5/28/2023. Our records do indicate that the user experienced a technical issue while connecting on our chat feature, however the advisors the user connected with were responding to him. The first of two advisors related to this issue sent messages such as "yes, I can read your messages" but the user was seemingly unable to see those messages. The second of the two advisors also responded to the user, however the user disconnected the chat in less than two minutes, likely because he could see these responses either. Although there does appear to have been a technical issue that impacted the chats the user connected on, the advisors the user connected with made every effort to respond to him. Please note, our Customer Support team is located in ***************** and is available seven days a week. This user sent several abusive messages to our Customer Support team on Sunday 5/28/2023 and those messages were addressed within a day. The user received a total of three responses from our Customer Support team in relation to the technical issues he experienced. The user was credited for all three of the conversations highlighted in this complaint and he used most of the credits toward a conversation that connected successfully. Unfortunately, upon further research into this issue, our records show that this user sent an extremely abusive message to one of the advisors they experienced technical issues with, in addition to the abusive messages sent to our Customer Support team. Our records further indicate that the user was seeking advice and predictions on Keen that violate the platform's User Agreement. Along with these issues, our records also show that the user has created multiple accounts using various names over the past several months, seemingly in an attempt to redeem new user promotional offers that he is no longer qualified to redeem. As a result of these combined issues, the user's accounts were deplatformed earlier this week. Any remaining deposits made by the user were refunded at that time, as is common practice when closing any account. To be clear: the advisors this user connected with on 5/28/2023 were in no way attempting to charge the user without providing services. Whenever our Customer Support team identifies a technical issue that has prevented a user from receiving the services they paid for, that user will be credited for the time. Our Customer Support team took every step available to them in an effort to correct this situation for the user, however we will not tolerate repeated violations of our User Agreement, particularly abusive behavior directed toward other users and our employees.

• Initial Complaint

  Date:03/21/2023

  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.

  Request: Refund of my various readings, full or partial. I am very very very serious about my request and please give it serious consideration. Dates of Transaction: Various Dates of 2020 and possibly 2021; Amount of Transaction: I havent calculated how much I paid in total to Keen Psychic However, I have all of my bank statements to prove these transactions; Problem: I tried reaching to ************ CEO in 2020. I didnt not receive a refund. I received a $50 (if I remember the amount correctly) Keen Psychic credit. I wasnt satisfied with the solution but I felt I had no choice. Also, the amount of refund I requested was way over $50. Furthermore, I did NOT know the existence of BBB back then. I didnt believe anyone else would help me with my request. I felt helpless and hopeless with requesting a full refund. I also felt very embarrassed to appeal the decision made by ************ back then. However, the large amount of money I spent purchasing psychic readings from Keen Psychic have always been at the back of my mind all these years. I am very sorry if I offend ************, but after I had some time to reflect on ALL of mg psychic readings with ****, I realized all of the psychics seemed to have told me what I wanted to hear and I did not and still do not see any no real value of these very expensive readings. When I have really thought about psychic readings hard, I have have come to the conclusion that, probably, most psychics are just marketing schemes. Psychic platforms are just complicit in doubling down on psychic marketing campaigns. These psychic marketing schemes appear to take advantage of peoples vulnerabilities. I am very very very sorry if my personal conclusion will offend Keen Psychic. I do not want to start a conflict with Keen Psychic. My only intent is to resolve the issue in a civil and respectful manner so I can receive my refund. I am able to provide bank statements of all of my purchases of Keen Psychic readings.

  Business Response

  Date: 03/31/2023

  We are sorry to hear that you are unhappy with the services you received from advisors on Keen. Kindly note that were unable to refund you for services youve purchased from advisors on **** as once a reading has taken place, the funds go directly to the advisor to be paid out.
  
  We would like to direct you to section 2 of the Keen User Agreement, which you agreed to upon registering an account on Keen,you consult with other Keen users at your own risk. Section 2(a) further states,Keen provides a technology service that allows ***** to share advice,information and other products or Services among themselves. Although Keen enables its ***** to connect with each other, it does not monitor the advice exchanged, and, as a result, Keen does not control, nor is it responsible for,the truth, accuracy, completeness, safety, timeliness, quality,appropriateness, legality or applicability of anything said or written by *****, including without limitation any information contained in User listings or made available through this Site.
   
  We would also like to highlight section 2(b) of the Keen User Agreement, which states in part, Keen does not refer, endorse,recommend, verify, evaluate or guarantee any advice, information, entertainment services or other products or services provided by *****, or any specific User or Services, and nothing shall be considered as a referral, endorsement,recommendation or guarantee of any User or ***** of ***** by Keen. You must use your judgment to determine whether to initiate, receive and/or discontinue use of the Services. ***** who initiate, receive and/or discontinue use of the Services do so entirely at their own risk, and Keen bears no responsibility in this regard.

  We appreciate your understanding.
  

  Customer Answer

  Date: 04/01/2023

   
  Complaint: 19627752
  
  I am rejecting this response because:No refund is issued, not even a *****. ***** User Agreement is deceptive and predatory. 
  

  Nonetheless, I hope BBB can flag Keen Psychics as fraudulent. My review of the platform and the psychics of the platform is: 

  These so called psychics take advantage of peoples vulnerability and charges an outrageous amount of money per minute.Yes, you read it right. Psychics charger per minute.
  

   Please do not turn to psychics in times of difficulty. Use your brain and rationality while under distress. 
  

  When the BBB publishes this review of me about Keen, I believe then I will have no choice but to close my complaint. 
  
  

  Sincerely,
  
  *******************

  Business Response

  Date: 04/03/2023

  We are sorry to hear that this user was not satisfied with our previous response. As indicated in that response, ****'s User Agreement makes it clear that advisors are running their own independent businesses and that Keen, as a marketplace, is not responsible for the services provided by individual advisors. That said, if an advisor were to violate ****'s User Agreement in any way, which this user is not alleging, we would investigate that issue and take action as needed. Our Trust & Safety team is dedicated to protecting the safety of users on Keen and we encourage our users to reach out if they believe they have experienced behavior that is in violation of Keen's User Agreement. This user does not appear to be reporting any issues related to ****'s User Agreement. The user is correct that advisors on Keen charge a per-minute fee for the services they offer. We are unclear as to why this fact would be included within the user's complaint as all users are aware of the payment structure before purchasing services. Advisor's rates are clearly displayed on their individual listings. Because advisors on Keen are operating their own individual businesses, we are generally unable to refund services that have already been purchased. Our records indicate that this user has not purchased advice on **** in several years. The services they are referring to were purchased in 2020 and 2021. The user previously charged back legitimate purchases and their accounts were permanently closed as a result of this behavior.

• Initial Complaint

  Date:02/01/2023

  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.

  On 2/1/23 I was charged 3 separate transactions for a 26 minute phone call where I could not even understand the person speaking. I would like this corrected. According to their website I shouldve only been charged around $10, not almost $150

  Business Response

  Date: 02/01/2023

  We are sorry to hear that there has been confusion over this recent transaction. We understand that the reporting consumer is new to Keen and may not be familiar with how ****'s billing system works. Our records do indicate, however, that the consumer was charged correctly. Keen offers two basic promotions to first-time users, the 10 Minutes for $1.99 promotion and the 3 Free Minutes promotion. We do not offer any promotions wherein a conversation would cost just $10. Keen is a marketplace and advisors on Keen set their own per-minute rates as part of running their independent businesses. As the consumer created their account online, the advisor's per-minute fee would have been visible prior to the call being initiated. The consumer connected on ****'s 3 Free Minutes offer and chose to continue the conversation with their advisor after the promotional time had expired. The advisor they chose to connect with charges $4.99 per minute. Because the consumer chose to stay connected with the advisor for 23 minutes after the promotional time expired, this came out to $114.77. The consumer chose our ************ option in order to continue the conversation uninterrupted; when this option is selected, pre-authorizations for 10 minutes at the advisor's rate, in this case $49.90, will appear on the consumer's method of payment. Ultimately, upon completion of the call, the consumer will only be charged for the time they actually spent on the paid call--which in this instance was $114.77. The conversation was billed correctly and the pre-authorizations that the user is seeing will fall off. Again, **** offers no promotion wherein the consumer would have paid a flat $10 fee for the amount of time they were connected. We are additionally sorry to hear that the consumer was having trouble hearing their advisor during the call. Both consumers and advisors are using their own phones and we suggest that either party disconnect if they are having trouble hearing the other. This consumer stayed on the call for a total of 26 minutes, first using promotional time and then paying the advisor's established per-minute fee. As we understand that the consumer was unclear about how the Keen platform operates prior to connecting on this call, we've placed a $25 credit on their account as a goodwill gesture. We hope the consumer will try Keen again. Should the consumer experience connection issues in the future, we suggest disconnecting the call promptly and making our Customer Support team aware of the issue.

• Initial Complaint

  Date:01/04/2023

  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.

  My purse with my phone and credit cards was stolen New years eve around 12:30 AM on the 1st. I found out that my child support debit card along with some others was used on multiple sites. My child support card was used calling **** from my phone which had all my login info saved in it and they accumulated $451 in fraudulent charges while I was asleep. I have let **** as this is what my card holder stated to do first but they have not responded and I cannot afford to pay these charges this comes right out of mu childrens mouths. I need Keen to respond and to refund this monies ASAP. I have filed a police report which will take a few days to receive but they are finishing it up for the theft and fraud charges.

  Business Response

  Date: 01/06/2023

  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. We hope this alleviates your concerns, and we wish you the best. Kind regards, ****

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18685715
  
  I am rejecting this response because:

  No one has asked for police report or reached out to me so how can an investigation be done?
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/09/2023

  We understand that the complaining consumer is not satisfied with our previous response. Without providing information that could jeopardize this individual's privacy or our investigative methods, we can share that our information indicates that the consumer themselves completed the transaction that they are now referring to as fraudulent. Our Trust & Safety team takes matters of fraud seriously but there is no reason to believe that this was a fraudulent transaction. Our Trust & Safety team came to this conclusion after conducting a thorough investigation on the matter. Information on the consumer's account, which was created and had been used well before the individual transaction being highlighted occurred, would indicate that the consumer was the only individual using the account. Unfortunately, it appears as though this consumer is attempting to reclaim funds from a legitimate purchase that they initiated earlier this month. As a result, their account has been permanently closed.
  

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18685715
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************