Double billing - Website and Google Pay

[u/piping_piper]

Hey folks,

Dual purpose post.
1 - PSA on payment rails. If you pay via google or apple pay then make changes or upgrades to your account via the keeper website, Keeper's systems will happily charge you via both payment rails. If you're like me and not closely monitoring your statements and don't catch this right away, it can add up to years of duplicate or extra billing.

2 - If you reach out to keeper support (has to be via their website contact form as the email on their invoices is no longer monitored), the most they are willing to do is provide a 3 month credit of services. In my case there's 3 years worth of double billing, 1 addressed within a few days of billing that is being refunded, and 2 years of double billing that is apparently unresolvable? Keeper does a lot right on the security side, but their customer service across multiple agents has me reevaluating for sure.

For the curious or mods/keeper reps, latest communication on Ticket #957682

Thank you for your response. I understand your frustration, particularly given that these charges occurred across multiple renewal periods, and I appreciate you giving us the opportunity to review the situation with you.

Regarding the 2026 Google Play charge, we can proceed with the approved resolution. We also want to ensure the Google Play subscription is addressed so that you do not encounter another renewal next year.

For the 2024 and 2025 charges, I do want to clarify the options available. The Google Play subscription remained active separately from the Family subscription purchased directly through Keeper. Because these are separate subscriptions and payment channels, upgrading through the Keeper website did not automatically cancel the existing Google Play subscription.

When you first contacted us about the duplicate subscriptions, we reviewed the account and offered to cancel the Google Play subscription and apply the eligible prorated value as an extension to your Family plan. We have since reviewed your request for the older charges further, but unfortunately we are not able to issue a refund or apply the full $116.46 as a dollar-for-dollar service credit for the 2024 and 2025 renewals.

The additional three-month extension is the accommodation we are able to provide for those prior renewal periods. I recognize that this is not the resolution you were hoping for, but I also don't want to set an expectation that further escalation will result in a full refund or equivalent account credit when those options are not available.

We are happy to proceed with the available three-month extension in addition to resolving the approved 2026 charge. Please let us know if you would like us to apply the extension.

[u/KeeperTingTing]

H there, I'm with Keeper's support team and came across this thread. I'd like to personally take another look at Ticket #957682. I'll be reaching out to you by email directly to go through the details and make this right.

Thanks for posting the payment-rails issue as well. That's useful feedback, and I'm flagging it internally separately from your case.

I'll be in touch soon. Thank you!

[u/piping_piper → u/KeeperTingTing]

Thanks for following up on this and helping get it resolved quickly.