ComplaintsforKeeper

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a free trial to try the service. My debit card was charged the full amount. I have been told that I would receive a refund almost a week ago and when I reach out, they tell me its in progress. I reach out to my bank and they tell me that theres no ACH transfer in process back to my bank. A refund should not take 10 business days is what theyre claiming. No refund has been provided . Theres no phone number to contact anyone. Only way to contact someone is by email which they dont respond to. I have filed a fraud claim with my bank also .

  

  Business response

  10/08/2024

  Hi ****,
   
  Thank you for bringing this issue to our attention. We sincerely apologize for the delay in resolving your refund. Our Support Manager has personally reached out to you to address this matter.
   
  Unfortunately, it seems our system has not successfully processed the refund, despite indicating otherwise. We will be sending your full refund through a different method, but we need your details to proceed.
   
  Please check the email we've just sent so we can resolve this promptly!
   

  Customer response

  10/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed my taxes end of March w/ Keeper and IRS said a check was posted on April 4th. I waited the 30 day period and a little more. It is now May 13th and I have still have not received my tax refund! I submitted a claim with IRS to get a replacement and they said it had been cashed although I have never received that check.The claim had a copy of the check and showed that someone had forged my signature! I have to file a claim to get a new check sent which puts my housing at risk as I was using those funds to move! This is the second time something weird has happened with Keeper Tax. Last year had a similar issue where I had a delayed return due to fraud! I selected direct deposit and put in my routing number. After not receiving funds in a while, I checked back in with Keeper and my documents and it was a COMPLETELY different routing number and account number and didn't receive funds until months later. I will not be using these services again and want a refund for this subscription as well as an explanation as to how my personal data is not safe as well as people getting sent checks and forging my signature. I am in med school, working multiple jobs and trying to help people, and there are organizations like yours that are scamming hard working people.This is a really bad business practice and I cannot trust this service anymore. We make the choices or not to make the world a better place. Make better choices to protect your clients.

  

  Business response

  06/04/2024

  Thank you for reaching out and sending the complaint. We have had correspondence with ************** about the forged check he reported and his refund request. I've included our last response to ************** below. 
   
  "Hi ******, 
   
  Thank you for reaching out, and I am sorry to hear that someone stole your refund check and forged your signature to cash it. You didn't provide direct deposit information for your refund, so a check would have been mailed to the address listed on your return. 
   
  Unfortunately, it is beyond the control of Keeper that the check was apparently stolen, as you have advised. It sounds like you've already taken the necessary steps to contact the *** and start the process of filing a claim to have another check issued. You may also try reporting the theft and forgery incident to the police. 
   
  Again, I'm sorry that this happened to you, but we haven't found any negligence or error on Keeper's behalf, and since we've done the work to prepare and file your tax return, we won't be able to offer a refund of your subscription fee. I have set your subscription to cancel at the end of the billing period so it won't renew since you've indicated you don't intend to continue using your Keeper subscription. 
   
  Please let me know if there is anything else I can assist you with. "
   
  As for the issue with ****************** 2022 tax refund's direct deposit, ************** used a Chase account for direct deposit. Chase does not provide Keeper, or our partner Plaid, with the actual account number for their customers' added security, but instead provides a randomized account number that is linked to the customer's actual Chase account. It just isn't a number the customer will recognize, but it sounds like ************** did receive his tax refund to the correct account. 
   
  As for the delay in receiving the 2022 tax return, ************** could have been randomly selected for identity verification by the *** or his return required extra processing time, which delays the processing of refunds. Unfortunately, the *** does not provide Keeper with information about processing delays.
   
  Please let me know if there are any additional questions or concerns about ****************** complaint. 
   
   
  

  --
  
  ****** | Customer Support
  E: ********************************** | Help Center

  
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is doing false advertising claiming a free trial which untrue as you can see by the complaints. I see a class action lawsuit coming. Because of the complaints i read when it was time to put in my debit info i put in a card with limited funds. They declined my card because they tried to take the FULL AMOUNT 192. ,(se screen shots)WHY ARE YOU GUYS TRYING TO TAKE THE FULL AMOUNT ON A FREE SUBSCRUPTION???STOP SCAMMING PEOPLE. I will be lookinh into lawyers.DO NOT USE THIS SERVICE

  

  Business response

  06/05/2024

  Thank you for reaching out and providing a copy of the complaint. 
   
  We have canceled ************************ subscription and reached out to her via the email we have on file. Here is the email we sent ********************: 
   
  "Hi Rejenna,
   
  I'm reaching out to you about your Keeper subscription. When you sign up for a 7-day free trial, you have access to the expense tracking features, advice from our tax assistants and experts, and the ability to enter your tax filing information and submit it to our tax experts for review and to prepare a draft tax return for you.
   
  In order to file your return with the **** you will be required to end your free trial and pay for the annual subscription, as advised in the app during the tax filing process.
   
  Your subscription has been canceled, and you won't receive any more payment attempts for the annual subscription costs. If you wish to proceed with filing your return with the **** you can resubscribe from the Subscription settings in the app.
   
  Please let me know if you have any questions!"
  

  --
  
  Ashley | Customer Support
  E: ********************************** | Help Center

  
  

  Customer response

  06/05/2024

   
  Complaint: 21568410
  
  I am rejecting this response because:
  
  Sincerely,
  I had to reach out to bbb for them to cancel..stop charging for a free trial...its not stated we have to pay for them to file while we are under the free trial

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I engaged Keeper Tax for my tax return services. Throughout the process, my questions werent answered and I was repeatedly asked for information I had already provided multiple times on line and in the app . Additionally, the lack of direct access to a tax expert, as initially promised, compounded the issue as I navigated through the process without adequate support.Moreover, Keeper Tax's complete lack of direct communication channels further exacerbates the frustration. At no point was I able to speak to a live person or even identify who my supposed tax advisor was supposed to be. The entire interaction is confined to text-based communication, where messages are often lost in translation, leading to further misunderstandings and delays. This impersonal approach not only erodes trust but also hampers the resolution of issues, leaving customers feeling utterly neglected and abandoned.Furthermore, the inaccuracies in the preparation of my tax return were alarming. Keeper Tax not only misrepresented my income but also made numerous errors in calculations and categorizations. This negligence led to significant discrepancies, including an inflated income figure that was far from accurate.Despite bringing these errors to their attention, rather than making corrections their response was dismissive and unsatisfactory. Instead of rectifying the mistakes promptly or finding another account executive , they opted to refund my subscription without discussing with me this is unacceptable after 6 weeks of driving me crazy . I no longer feel safe i feel as though i opened myself up to potentially having identity theft because I trusted them with my information and so many different names were in my records . It is imperative for others to be aware of these shortcomings before entrusting their financial matters to Keeper Tax.Please help me . I dont have the ability to wait for their refund to find a new accountant and go through this all over again. Sincerely,***************************

  

  Business response

  04/10/2024

  Dear ******,
   
  Thank you for sharing your concerns, and we apologize for any inconvenience you experienced during your interaction with Keeper Tax.
   
  We understand the importance of addressing your questions promptly and thoroughly. Both our customer support team and your assigned tax expert made every effort to provide comprehensive responses to your inquiries. Upon reviewing our correspondence, we confirm that your questions were diligently attended to throughout our interactions.
   
  Regarding access to your assigned tax expert, we acknowledge any confusion that *** have arisen. Our records indicate that you were in direct communication with your tax expert via email, as promised. While text-based communication can sometimes lead to misunderstandings, our team strives to provide clear and comprehensive responses to all inquiries.
   
  Your tax return was prepared diligently based on the information you provided and confirmed. We apologize for any discrepancies that occurred and assure you that they were not intentional.
   
  We understand your disappointment regarding the refund of your subscription. Our decision to refund your subscription was made after careful consideration of the complexity of your tax situation. Despite our best efforts, it became evident that your needs *** be better served by seeking in-person tax assistance.
   
  The security and privacy of your information are paramount to us. We have stringent measures in place to safeguard your data and handle it with the utmost care and confidentiality.
   
  A refund was promptly issued to you on 3/15/24. As the tax deadline of April 15th approaches, we understand the importance of ensuring you have ample time to secure alternative assistance. With the refund processed, you have the opportunity to explore other avenues for tax preparation before the deadline.
   
  We sincerely apologize for any frustration or dissatisfaction you experienced. Your feedback is invaluable, and we will use it to improve our services and better serve our clients in the future.
   
  We wish you the best in finding suitable tax assistance for your needs.
   
  Sincerely,
  Keeper Tax 
   

  Customer response

  04/10/2024

   
  Complaint: 21451773

  I firmly reject Keeper's response as it fails to address the severe mishandling of my confidential financial data and their gross incompetence in providing accurate tax services. Not only did Keeper falsely advertise their capabilities, but they also recklessly shared my sensitive bank account access with unidentified individuals, including bots. Despite their assurances, their Al failed to accurately identify my write-offs, resulting in grossly erroneous calculations and glaring omissions, such as neglecting my accountant's fee and office rent.
  Furthermore, their representatives consistently ignored my inquiries and even attempted to coerce me into blindly signing my tax return, without allowing me the opportunity to review it first. This coercive tactic is not only unethical but also raises serious doubts about their integrity and professionalism. The severity of their negligence is further exemplified by **********, who not only listed ****** office deduction twice duplicating the already inflated office expenses This egregious error not only resulted in a grossly inflated deduction but he also misrepresented my income, potentially leading to severe consequences for the accuracy of my tax return.
  Moreover, the fact that Keeper shared my sensitive financial information with so many individuals whose identities remain unknown to me is deeply concerning and highlights a serious breach of trust and confidentiality.
  Despite my persistent efforts to rectify these issues, Keeper's response has been woefully inadequate, limited to a mere refund of my payment and continued harassment through daily promotional emails. Such cavalier disregard for accountability, customer satisfaction, and privacy rights is utterly unacceptable.
  I implore you to take immediate and decisive action against Keeper to ensure that no other individuals fall victim to their incompetence, unethical practices, and blatant disregard for privacy and accuracy in financial matters.
  

  Sincerely,
  

  **************************;
   
  

  r

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for a yearly subscription without my consent! On 2/26, I signed up for a free 7-day trial and filled out my tax forms. While Keeper has a business expense tracker, I found that not really necessary for the type of business I have. When prompted for my credit card, I asked support if it was needed to file my taxes, as I didn't want to sign up for a yearly subscription. The agent assured me that I wouldn't be charged until the end of my free trial (3/4). My forms were approved by Keeper and I sent them to the *** on 2/29. I then cancelled my 7-day free trial as I wasn't satisfied with the experience (had to switch between phone app and computer to do certain tasks, couldn't manually fill in forms until the end, but it was wasn't reading the info correctly from my forms online). I got a cancellation confirmation on 3/1. And then I was charged for a yearly subscription on 3/1. I asked for a refund, as I had already cancelled my subscription, and they refused, saying that my trial was void when I used the tax prep service. I was never notified of this - and would have filed my taxes somewhere else had I known. How can a trial be voided by using the service included in the trial? Their support team is unhelpful and I have filed a chargeback with my bank. I was incredibly disappointed by this experience.

  

  Business response

  03/26/2024

   
  Thanks for reaching out on behalf of the BBB. While we do offer a 7-day free trial for our services, that trial is void if you decide to submit your return to the *** before your trial has ended. As we realized there may be a lapse in our communication with this user, we provided them with a refund for the service despite them filing on March ***************, I've included a screenshot refund being processed.
   
  Please let us know if there is anything else we can help you out. 
  

  --
  
  ******* C | Customer Support
  E: ********************************** | Help Center

   

  Screenshot_2024-03-26_at_4.20.27_PM.png
  ************************************************************************************************************************************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my subscription before the free trial ended, but I was still charged for both subscriptions.

  

  Business response

  02/27/2024

  Thanks for reaching out! ******* was refunded for both payments when we received her refund request. Please find the attached documentation as proof of the refunds.

  Let me know if you have any additional questions!

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was using this service to ***************, but in the end they were not able to help me and they ended up canceling my subscription, owing me a reimbursement which they have not fulfilled even though they said they would. Reading reviews online reveals that this company has a history of very poor communication And customer service which I feel should not be allowed. This company services fall below standard and they should not be allowed to do business if they cant even reply to customers.. they owe me ****** dollars.

  

  Business response

  02/28/2024

  Thanks for reaching out! We sent ****************** a refund via PayPal on 02/06/2024 for $168. We notified ***************** to provide his PayPal information because the charge was too old to refund via our payment processor. We then notified ****************** that the refund had been processed via PayPal. Please see the attached proof of the refund that was sent. Let me know if you have any other questions!
  

  --
  
  ****** | Customer Support
  E: ********************************** | Help Center

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a free trail of their product and canceled my subscription within the allotted time to not be charged. I even canceled my membership and changed my credit card number. They have still found a way to charge me 3 times (once a year from 2021-2024) an incorrect amount. My bank has tried to contact them and they are very slow to refund my money, at times taking months. This is a scam, even if the product is fine-they are a scam.

  

  Business response

  02/15/2024

  Thanks for reaching out. We appreciate you sending this file over. We?ve reviewed the email from ************* and we wanted to provide a little more context on her account. She reached out to us on January 25th in regards to a recent subscription charge of $168. We provided her with a refund for the subscription within 24 hours. Additionally, we also provided a refund for her 2023 fee prior to this conversation. For the 2022 fee she mentioned, she disputed this charge with her bank and the bank decided in our favor which is why a refund was not granted. We?re providing you a screenshot of the user?s account and payments below so you can take a look!
   
  We trully appreciate your time! Please let us know if there is anything else we can help you with. 
  --
  
  ******* C | Customer Support
  E: ********************************** | ***********

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $168.00 to have my taxes done. They failed to do so with no help to resolve. They said I'd be refunded. I noticed I haven't been refunded and reached out they told me in stuck with their features till **** enjoy. That's not what I paid for.

  

  Business response

  09/12/2023

  Thanks for reaching out! *********************** purchased a Keeper subscription on 02/10/2023. On 03/03/2023 we advised ****** we weren't able to file a tax return for him due to our tax software not being able to validate his social security number, but he did not indicate at this time that he wanted to discontinue his Keeper account, and receive a refund(we offer other services with the subscription including expense tracking).  
   
  We received a feedback message from ****** on 08/10/2023 that he sent via our app. We reached out via the email address on file for ******, **********************, and offered to process a refund for the annual subscription via Paypal since the charge is too old to be refunded via our payment processor. We haven't received a reply to the email we sent. I sent another email to the email address in the BBB complaint attachment today and offered to process a refund via Paypal for $168. Please let ****** know to respond to our email so we can process the refund. Thanks for your help!

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7-13-23 I was charged $192 for a yearly subscription. I cancelled my subscription, reached out to keeper tax via email and was informed by Branson C that I would be refunded the fee. On today, 7-14-23, they deducted an additional $192 from my account!!! That’s $384 removed in two days. This is unacceptable. There is no way to speak to anyone other than email. I would like to have the total amount returned to my bank account.

  

  Business response

  08/03/2023

  
  Thanks so much for reaching out with this complaint. We're so sorry to hear that ****** wasn't happy with our resolution of their issue, let me provide a little more context. 
   
  They first reached out to us on July 14th requesting a refund for their subscription charge. We assisted them with this and began processing their refund the same day. Based on the screenshots they provided by their bank, it appears they were originally charged on the 13th, and it posted to their account on the 14th causing them some confusion. We believe they misunderstood the charge posting with a second charge, as we only ever charged them on the one occasion. 
   
  Multiple agents as well as a supervisor explained this to the customer and provided them with a copy of our payments dashboard showing that we didn't charge them on any additional occasions. We have refunded ****** for their entire charge and cancelled their account for them. Below, I have included our prior correspondence with ****** along with a screenshot of our payment dashboard stating that the refund was processed. 
   
  Please let me know if there is anything else we can with and we'll be more than happy to help. 

*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. ↩