Complaints

This profile includes complaints for Liveperson.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Liveperson.com

  530 7th Ave Fl M1 New York, NY 10018-4878

• 

  Liveperson.com

  14525 SW Millikan Way Beaverton, OR 97005-2343

• 

  Liveperson

  14525 SW Millikan Way Beaverton, OR 97005-2343

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:12/09/2022

  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.

  My account listed under the email ********************** has been terminated due to reasons of discrimination. I am writing this letter as a contemporaneous record for our legal staff for future litigation if it has to come to that.cc: ADL Anti-Defamation League

  Business Response

  Date: 01/02/2023

  This customer was an advisor on a platform that we maintain to enable advisors and customers to connect with each other. The customer who filed this complaint affirmatively agreed to our Terms of Service when he signed up to join the platform. These Terms of Service expressly provide that our company may  in its sole discretion, terminate any advisors participation on the platform at any time for any reason or for no reason. That said, the customer's conduct provided multiple non-discriminatory reasons for termination of his access and use of the platform. We vehemently deny that there was any improper basis for this termination, and customer has provided us no evidence of such a basis. 

• Initial Complaint

  Date:10/25/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Date of transaction: 10/23/2022 Amount Paid: $840.57 Amount that should be paid: $201.00 Please see detailed report uploaded via PDF.Thank you for your review and your time.

  Customer Answer

  Date: 11/21/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Live Person.com regarding complaint ID ******** from the Better Business Bureau. 

  On October 25 (they would not have as yet received my BBB complaint), a representative from Live Person contacted me via email regarding my discussion with their customer care representative, however, their email did not address any of my concerns over their erroneous charges and incorrect charge amounts.  In fact, it validates that I was charged for multiple "sessions" due to being kicked out of my (one) session several times and then being billed the incorrect amount upon re-entering my original session.  It does not address the time discrepancies at all (email attached).
  
  Sincerely,
  
  ***********************

  
  

  Business Response

  Date: 01/23/2023

  Dear Sir or Madam:

  Liveperson received a complaint regarding *********************** (User). Generally, ******************** provides online chat and other engagement technology which consumers can use to talk to or otherwise communicate with professionals that have expertise in numerous areas. The consumer contacts preferred psychics through our Spirituality and Religion (S&R) online expert services.  
  
  

  After researching the account with our customer service team, we determined this user had 6 sessions for a total of $809.57 on October 23rd. All sessions with one advisor. The first session was entitled to a 70% discount which is capped at $50 maximum discount (User's exhibit A, limit is mentioned at the bottom of the screenshot). The user's first session reached a value of $100, at which point the session ended as the user deposited $50. So, $50 of the session's value is covered by the promotion, and $50 by the user's balance. The user deposits another $50, which now last for less time, as the advisor charged $20 per minute. Now, the system ends the session after 2 minutes, since the 3rd minute would cause a debt. The user continues depositing funds and returning for sessions that are cut short as the system doesn't allow the user to enter into a debt.
  
  Eventually, the user uses a different way to pay, which is - You provide card details, have your session continue for as long as you'd like. Meanwhile, as long as you're in the session, the system refills your account balance with the equivalent of 10 minutes, so the system knows there's money, so the session can continue. The system received a decline when attempting to refill a second time, so the session is once again ended. The user then uses a higher refill time, 15 minutes this time, so the system would try to charge 15 minutes worth every time the user runs out of funds. The user then has another session, for 18 minutes this time, and a final fee of $359.82 ($19.99 per minute, which was the advisor's fee all throughout the previous sessions as well). As the user was charged for 15 minutes worth again during the session, they have a remainder of $240 in their account.
  
  A day later, the user opens a chat with **************** and claims they were also charged for time outside of sessions, which is not possible. The agent explains the charges and the current balance, which the user requests to have refunded back to them, the agent agrees and performs the refund on the spot. The user claims they were charged incorrectly and the agent attempts to explain that the charges are correct. The agent and the user are at an impasse as the user insists the charges are incorrect. The agent offers to follow up via email. The user agrees. The agent then sends a full breakdown of all sessions in ticket #****** which was sent on October 25th, a day after the chat and two days after the sessions.
  
  The user does not respond to the email. The user performs a chargeback of most of her transactions on October 28th and October 30th. As of October 30th, there are still a couple of transactions that remain paid, but this could change if the user performs more chargebacks)
  
  All in all, the user may have not understood the charges completely. It's important to highlight that at $19.99 per minute, the total session value is $859.57 and the total amount charged is $809.57. The user claims they were charged $1k+, which at one point is true, but this is due to the refill feature, and the user receives a refund of the excess funds immediately when it is requested.

  Please contact? ?me? ?if? ?I? ?can? ?be? ?of? ?any? ?further? ?assistance.? ?Otherwise,? ?we? ?will? ?consider? ?this? ?matter? ?closed.? 

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It is clear the business did not review my submission.  My submission contains absolute evidence that I was continuously kicked out of my single engagement - that the conversation, was only one single engagement, and that the business charged me for multiple engagements at highly increased pricing for each time I had to log back in to the chat I was continuously kicked out of.  The conversation I provided via the exact chat, also reflects that this was one engagement. In the chat, I apologize several times for being kicked out and the consultant continuously tells me not to worry, she understands, and we pick the same conversation up where we left off.   In addition, the times reflected on the actual chat clearly show the amount of minutes I was engaged with their consultant, which differs completely from what they allege and charged incorrectly.  This business clearly demonstrates that they have no interest in forthright discovery of the truth.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:08/25/2022

  Type:Billing 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.

  I have been working with ******* for over 20 years and have been loyal to them. I am writing this complaint mainly to establish a contemporaneous record because I am not sure if this matter involves a matter of negligence, corruption, or discrimination.The first matter that happened is that a client of mine called *********************** and used the friendly link that I am supposed to be paid 100 percent and no commission is taken out.Another client ***************** (********) came to me and she was charged but i was told on the site that it was not fully charged. Even if the client was not telling me the truth the site is supposed to insure against charge backs now. Now the charge back does not show up, but I still have not been paid for the balance. It just disappeared.There is another charge back ******** now that actually started as two sessions but now I can only find one of them. $1299.60 was the session fee and $518.22 remains uncharged. The site has not covered the charge back.I submitted a new profile picture that is in ******* with the other pictures I am using online to update things and I know to email first because one time my rank was lost by trying to update things. So I emailed the picture ahead of time the person said no that will not be approved as very good. I sent another one that is exactly what he wanted and I have not heard back from him.I am noticing issues with getting profiles approved and recently I submitted several of them and they are all pretty much the same a few were approved and several were rejected, for no logical reason.I am excited to move forward and involve ******* in many new ventures that I am involved with and this is kind of like a punch in the gut here so this is an attempt to bring a kind resolution to this problem so we can move forward to a successful alliance together in the future...***All communications are to be in writing.cc: **** ********** ****** *****

• Initial Complaint

  Date:07/12/2022

  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.

  Hi team,My login id for **********************: ***************************** I have been using Kasamba services with Psychic readers for the last 3 months, since March 30th due to difficult times I have been facing in my relationship. I have had a bad relationship where the man ghosted me initially and it followed up with lots of *** and downs thereby. I seeked help from Kasamba readers on "When" would he contact me (you can ask your team to review the conversations and it was always all and only about "When") and I kept binging on these conversations time and again.I even got triggered based on the predictions by the readers that my boyfriend would contact me soon and it all went in a loop - waiting on him, following up with the readers on each and every day - hoping that the reader would give a prediction and it would come out to be true. I realised lately that what I needed is acceptance of the situation and moving on - and not depending solely on the readings (am writing this with all due respect to the services provided by Kasamba and I did not mean to offend the product you have out there!).I have complained about one specific reader "Immense Spark and Aura'' last week but got only a $230 refund. Overall it was a weak mind of mine in the past 3 months - in a state where I was looking for hope and went on binging on the readings. None of the predictions and timelines came true - rather the timelines suggested by the readers triggered me to contact the other person, hoping that the reading would come true.I have spent as large as ****** USD in this state of mind and what I need now is therapy with a qualified Psychiatrist and am facing financial challenges to afford for this, given the amount of money spent on Kasamba already. I would request you to take a look at my case - (Kasamba login: ***************************** and help with processing refunds on my account.If you need my bank statements for proof of entire amount spent, please let me know Thanks.

  Business Response

  Date: 08/03/2022

  The complainant is a former user of advisor services provided by independent providers of psychic/spiritual advisory services through the Kasamba online marketplace. 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. This user reached out to several advisors via the Kasamba platform and conducted extensive conversations with those advisors going as far back as March, April and May of 2022. Over a period of months, this user incurred charges for advisor services totaling approximately $13,500. The user paid those fees via her credit card, and the advisors she engaged received payment for their services in accordance with the terms of use for the platform. Several months later, beginning July 12, 2022, this user (Member ID #******* on *********************** contacted Kasamba customer service (Ticket ID #******* and requested her entire spending of ~13k back - admitting that the services were provided and received over the multiple month timeframe, but contending that she is now unhappy with the services and that she believes her use of those services was a mistake arising out of various psychological issues she now suggests were plaguing her at that time. The Kasamba team ended up cancelling sessions with charges totaling $230 and refunded that amount to her because the advisor(s) had not yet been paid out of those amounts collected. The Kasamba team also offered a $400 credit, but several hours after that communication, on July 13th, the user explained they have complained to the BBB and disputed the charge. An amount of ~$2.8k was taken from Kasamba by the user's bank and the user's account is now restricted (They can access the account but cannot continue conducting new sessions). The remainder of the spending, approximately $10k, has already been processed and the independent advisors used by the customer have been paid from those funds. Because the user actually received the services at issue, and the advisors have been paid, it is Kasamba's policy not to refund the amounts previously paid by the user for those services purchased and received. Refunding thousands of dollars to a user for services provided and paid for months earlier because the user now wishes she had made different choices at the time would be a violation of the online user Terms and Conditions (available here: https://www.kasamba.com/lp/terms_and_conditions?mobile=off) and would not be a viable business model - either for Kasamba or the advisors who use the platform and depend on it for their livelihoods. It is unfortunate that this user now wishes that she had made different choices several months ago. To the extent she was experiencing emotional upheaval at the time (as she describes), that also is unfortunate. But the reality is that she chose to reach out and request those services, both Kasamba and the advisors relied on her promise to pay for the services, she continued consuming the services over an extended period, and the advisors provided the services she continued to request. Under those circumstances, the user's more recent "buyer's remorse" is not a basis on which retroactive refunds can be offered for services consumed months earlier.
  
  
  

• Initial Complaint

  Date:06/27/2022

  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 was given a 50% credit to use on their site to chat with an advisor as well as $19.99. The advisors fee is $12.99 per minute, this reduced the fee to $4.99 per minute. The advisor lowered her fee for me to $**** per minute, which is what showed up on my screen. I talked to her for about 33 minutes assuming I was being charged $**** per minute as that was what was being shown on my screen. In actuality, I was being charged $4.99 per minute which I found out after the chat was finished. I feel this is in incredibly deceiving on the business (not the advisor as she didnt know) to show a lower price but be charged a higher fee. The **** was on my screen during the duration of the chat so I am very upset they did not honour this fee. When I emailed them to express my dissatisfaction, they would not honour the actual price I was shown. This goes against ******** retail pricing accuracy.

  Business Response

  Date: 07/18/2022

  Dear Sir or Madam,

  Liveperson received a complaint regarding *******************************. Generally, LivePerson provides online chat and other engagement technology which consumers can use to talk to or otherwise communicate with professionals that have expertise in numerous areas. The consumer contacts preferred psychics through our Spirituality and Religion (S&R) online expert services.  
  
  ************************ contacted customer service on June 18th asking for a refund for their 2nd session and the customer service team refunded one paid minute ($19.99) and additionally offered a 50% discount -- "As a gesture to you, I would like to provide you with a special offer for 50% off your next session. It is valid until the end of the month, can be used once and has a limit of $50." This discount offered, as all of *******'s offers, has a $50 limit.
  
  **************************** 3rd session lasted for 33 minutes at a rate of $4.99*. A 50% discount from the final fee of $164.67 would come to $82.33, which is greater than $50. Therefore, only $50 was deducted, according to our terms and discount limits. For example, if the user had a session for 20 minutes, the fee would come to $99.8, and a discount would apply for the full 50% as it is lower than $50, essentially making the fee of the session $2.49 per minute.
  
  ************************ reviewed the account charges with our customer service team again on June 22 to inquire about the $164.67 charge and the customer service team again explained the limits of the discount offered according to our terms of use. The psychic agent also offered an additional $15 as a personal gesture to account for the misunderstanding regarding the billing. Her account is still open and she's free to use it ($15 balance is still on the account).
  
  Please contact? ?me? ?if? ?I? ?can? ?be? ?of? ?any? ?further? ?assistance.? ?Otherwise,? ?we? ?will? ?consider? ?this? ?matter? ?closed.? ?