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:03/10/2024

  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 have been using Frisbee app where you upload your receipt for 5 points. They will not pay me because they said I have been uploading too many ******* receipts. We only have a Target and a ******* near me. Of course they are *******. I have teen agers so I do run to ******* a couple times of week to get food. They will not tell me how many a week I can upload, only it is too many. I would like the funds owed to me since they have my information. I am deleting the app because it is a rip off.

  

  Business Response

  Date: 03/14/2024

  Hey *****, 
  Sorry to hear you are having some trouble with scanning receipts. We appreciate your avid receipt scanning. I checked our email history with you and I see that one of our agents has requested to see images of the last 3 receipts for your recent ******* purchases. It looks like we never received a response. Please provide us those images along with the error message you received, we may be able to make some accommodations to your account. Once we have the appropriate information, we would be happy to assist further. 
  Thank you,
  Magie

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21413142
  
  I am rejecting this response because

  I have already provided the information. It is redundant to provide it again. 

   

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

  

  Business Response

  Date: 03/18/2024

  Hi again,

  After further investigation with my management team, we were able to approve your initial request. We apologize for any confusion. Another member of my team will be reaching out to your shortly on your request via email. Thank you for your understanding.

  Magie

• Initial Complaint

  Date:03/05/2024

  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.

  This company has charged my account for the past 4 months they are charging me for a klover plus 2.49 fee every month I never had account with them I've disputed with my bank multiple times replaced my card 3 times in the past 3 months and they keep SOMEHOW getting my new card number everyone this gets issued a new number.... I tried reaching out and this company has no type of customer service to reach out to. This is not only costing everyone money but time and man power to get a new card issued and sent out that's not including the time spent on the phone and average of 20 minutes to get this disputed please remove my info from your system. I can only imagine how many people are being scammed I know it's only 2.49 but do that to a lot of people and you are making a lot of money from people who don't notice it . You are scamming people

  

  Business Response

  Date: 03/07/2024

  Hi ****,

  I would love to help explain what you are seeing. It looks like you have an open Klover account with the phone number provided. In your account history, I can see that you have an outstanding advance from 1/14/2022. We have your bank account information on file because we needed it to send you the funds. I can also see that you opted into our membership progrqam which is why you were being charged our monthly fee of $2.49. No worries, I cancelled the membership for you. 

  I checked our email history and we have not had any contact with you before. When you see charges on your account, please feel free to reach out to ************************************** so that we can assist. I have refunded the last 4 membership charges you mentioned. Please allow 3-5 business days for these funds to be back in your account. Please reach out via email if you would like any further assistance on your Klover account. 

  Thank you,
  Magie
  Klover ****************** Team 

• Initial Complaint

  Date:03/01/2024

  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 have tried to pay back so many times in the app. and it will not let me. It says to connect my bank account and I go through the process and nothing happens. I just want to payback my payment so I can close this account. The customer support is a joke, I have waited many times in line for chat support only to be kicked out before ever speaking with anyone. Having to log in multiple times only for the same thing to happen. And even once I got through they were no help. I want to make a payment and close this account for the love of god. Nothing should be this difficult to do. After reading all these reviews, I wish I would have done more investigation before using this company I DO NOT RECOMMEND!!!!.

  

  Business Response

  Date: 03/05/2024

  *******************,
  My name is *****. I would love to take over your request and explain what is happening. I checked your account and I see that we attempted to collect your payment via ACH on Friday, 3/1. Please know that it will take the system 3 full business days to update the payment on our app. Therefore, you should either see that the payment was successful or failed by Thursday morning (3/7). If the payment fails for any reason, I will be happy to offer you an online invoice to speed up this process. Please note that I can only offer the invoice starting on Thursday. 

  For now, I have sent you an email to keep your request open until I can confirm that the payment failed or was successful. I apologize that we didn't initially do a good job of explaining the payment process. I will be sure to have my team review this in the future. 
  Best Regards,
  Magie
  Klover Management Team

• Initial Complaint

  Date:02/20/2024

  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.

  To request money , it is based on your paycheck and when you receive it . I have received multiple paychecks to this account on or about the same days . My official payday is the 1st and the 15th . Which I noted when signing up for account. These guys pull from my account on the 20th of the month. Clearly the algorithm is off . Return my $60 and I will pay on my payday . Once paid back I will never use this service again . On hold for over an hour just to speak with someone and that's EVERYTIME I try to speak with anyone. Points don't automatically add for anything. That's another wait for customer service to get to you . I opened chat , I was number 35 in the queue. I moved away from the app and came back to it being reset and hey I'm lucky number 35 again. I don't think they have a real queue . I think klover just stalls customers out until customers loose connection or just give up tired of waiting . This company is the worst app I've ever dealt with

  

  Business Response

  Date: 02/22/2024

  Hello Tia,
  
  I apologize for the bad experience, and the fact that you felt the need to report to the Better Business Bureau in order to receive assistance. I read your last interaction with my agent via chat support, and can agree it was less than helpful. Im going to respond to each point you have made and hopefully provide some clarity. 
  
  You are correct, most advances we offer in our app are scheduled for repayment on the customers next payday. However, our algorithm only acknowledges paychecks that are strict 7-day or 14-day cycles. This means in order to have your advance repayment automatically scheduled on your payday, your paydays must be deposited into your account every 7 or 14 days, on the dot, with no variations at all. Any variations to the date will impact your eligibility, along with your scheduled repayment date. Looking at the 3 most recent paychecks on your account, I can see you were paid on 1/11 (Thursday), 1/30 (Tuesday), and 2/14 (Wednesday). These paychecks are 19 days and 15 days apart, respectively. These paychecks would not meet our algorithms very strict pay cycle criteria - thus throwing off your repayment date to 2/20. Our system is not able to accurately read these paydays because they are considered inconsistent to our algorithm, making it difficult for it to accurately predict your next payday. This should have been explained to you in the chat to ensure you understood exactly why this happened, and I apologize that we fell short here. 
  
  Because our algorithm can only accurately predict the aforementioned paycycles, we are very transparent and upfront with the scheduled repayment date on the confirmation screen. You must agree to that repayment date before submitting your request for an advance. This is why we are unable to offer a refund for the $60 payment we have collected. In addition to that, we cannot refund this partial payment because our app will immediately spot this refund as a deposit from Klover, and attempt to retrieve it back in attempts to settle the full balance of $112.29. Ultimately, partial payment refunds end up being completely inconvenient and unhelpful for our customers.
  In regards to your points not automatically reflecting in the app for tasks you complete, please reach out to our support team for assistance, as I see you have done a couple times in the past. We do have the ability to manually issue points for completed tasks and would love to help with whatever points you are missing.
  
  Lastly, Im sorry you had to wait a long time in our queue to be helped. I checked your previous interaction with my chat agent and it looks like, according to our timestamp, you waited 33 minutes in the queue to be helped. This seems like a long time, but I also see that you left the chat window, which automatically will kick you out of the queue. We do have automatic messaging that was sent to you in the chat transcript that says Please don't exit out of this chat or you may lose your place in the queue. We automatically send this message to each customer that chats in to ensure they do not exit out or leave the window, so we can be sure to help them as soon as possible. We also have two automatic messages that are sent in addition to this to make sure our customers know we are working hard to get to them. 

  It is your right to dispute the $60 charge with your bank if you wish. However, I hope I was able to explain what happened and I hope you have gained more understanding into how our app works. Im happy to discuss further with you if youd like to reach out again, you can request to speak with the manager, ****. Im sorry again that this was not what you expected and hope you give us another chance in the future. 
  

  Thank you,
  Abby
  Klover Support Manager

  
  

• Initial Complaint

  Date:02/19/2024

  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 was charged on 02/17/2024 for Klover+ and I don't even have Klover+ and I've never once had it. I want the money back in my bank and for my card information to be REMOVED from your app.

  

  Business Response

  Date: 02/21/2024

  Thank you for bringing this to our attention. We apologize for any inconvenience caused by the unauthorized charges. 
  
  We've issued a full refund for the charge and have cancelled your subscription immediately. Rest assured, your card information has been removed from our system to prevent any future charges. If you have any further questions or concerns, please don't hesitate to reach out to our customer support team at ********************************************************************. 

• Initial Complaint

  Date:02/15/2024

  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.

  This company for the last 2-3 months has not given me any issues in borrowing money. Now all of a sudden they want me to spend money to redeem points for the amount they would approve me for without having fill out credit card applications, signing up for services, redeeming offers that require money out of my pocket to even get close to the amount I can redeem for $100 to borrow. When I chatted in about this issue they said it was because I was too far from my pay cycle - that would be misleading, lying and false promise to what I have been able to do previously. So if there is a change, I expect honesty and integrity. Why is this all of a sudden an issue! I havent gotten any clarity or honesty so I dont know what the problem is.

  

  Business Response

  Date: 02/21/2024

  I understand your frustration and the sudden change in our advance process. We're currently enhancing our pay cycle detection system to better serve you. Changes to your direct deposit, spending patterns, or income can occasionally affect your ability to request an advance. We apologize for any inconvenience this may have caused and assure you that we're diligently working to improve the process. Your feedback is valuable, and we appreciate your patience as we strive to provide a smoother experience for our customers.
  
  
  

• Initial Complaint

  Date:02/09/2024

  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.

  Contacted Klover to reschedule my repayment date to 2/15/2024. Funds were pulled from my bank account on 2/7/2024. I immediately emailed Klover with no response. It gave me an option for another advance on 2/7/2024 and immediately pulled it from my account on 2/8/2024. The issue is the original repayment date was rescheduled for 2/15/24 and it was pulled from my bank account on 2/7/2024 leaving me overdrawn! Are you going to pay my overdraft charges? This is not the first time this has happened with Klover.

  

  Business Response

  Date: 02/13/2024

  Hi ***,

  First, I wanted to apologize for the experience you had on our app. I reviewed your account and I can see that you experienced 2 issues. I would love to give some context on what happened. 

  Issue 1: We provided you with a payment extension. Your original payment date was on 2/7 and we changed the date to 2/15. However, there is a current bug in our payment extension program where a small percentage of customers will get charged on the original payment date. My tech team is working on fixing this issue and I truly apologize that you were affected by this error. I can see that we were in contact with you throughout this process and we have provided a full refund for the payment of $108.35. The refund was submitted on 2/11. Since it takes up to 5 business days to process a refund, you will not see the funds in your account until 2/19. 

  Issue 2: After the payment was processed on 2/7, I can see that you requested another advance that same day with a payment due on 2/8. Since our system did not have time to update your incoming paycheck, your payment date was set for the same pay cycle. This explains why you were charged for a payment the next day instead of the next pay cycle. The app will always display the payment date at check out before you sign the acknowledgement for the advance. However, since our system is experiencing trouble on the payment extensions front, I also sent a full refund for the payment of $108.37 that was charged on 2/8.You can expect these funds in your account by 2/21.

  I understand that an apology will not resolve the issue at hand. I would like to also cover the overdraft fee you received from your bank via PayPal. I have sent you a separate email where you can add more details. Please always feel free to ask for manager assistance when multiple issues are occuring like this. We will be more than happy to provide a higher level of expertise on your account. Again, so sorry for all the trouble we have caused. 

  Best Regards,
  Magie

• Initial Complaint

  Date:01/26/2024

  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.

  I had ***** points and I cashed them out for an Amazon gift card. This occurred on Sunday, January 14, ****. I still have not yet received my Amazon card, but they took my points for it. Where is my Amazon card? Thank you,***************************************

  

  Business Response

  Date: 01/29/2024

  Hi ********, 

  Thank you for reaching out and making us aware of this issue. For the last 3 weeks, we have been behind on issuing Amazon gift cards that were redeemed between 1/1 - 1/20. There was a technical issue with our processor and this resulted in delayed gift cards being sent out. I'm so sorry for the wait! We have since caught up with all Amazon gift cards from this time period, so you definitely should have received your gift card. I checked on our end and it is showing as delivered, so please reach out to us if you have not received it yet. Our support email is the quickest way to get in touch with us - **************************************** or feel free to chat in from the app during business hours. 

  Thank you and again, sorry for the delay!

  Abby

  Klover Support Supervisor

• Initial Complaint

  Date:01/12/2024

  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.

  This company has been fraudulently charging my card for a subscription I do not have with them. Over a period of the last few months they have been taking $3.99 out of my bank account. It had gone unnoticed until I had a specific amount in my account to pay a bill when the bill bounced I went into my mobile banking app to find out why. I saw I was charged by Klover Plus. Come to find out it was a subscription service they had been charging me for, but I never had a subscription with them. I emailed them right away, they charged me twice on November 25th, they tried to charge me again November 27th but I had froze my card. A few weeks went by, and this is when I found out what was going on, they again charged me twice on December 25th, Yes CHRISTMAS DAY!! So I emailed them, and spoke with a rep by the name of ****, he assured me that my issue would be handled, he emailed me back within a few days and told me they would be refunding the fraudulent charges and I would see my refund within 3 to 5 business days, that was 3 weeks ago. Today makes 10 business days and I have received nothing but the run around, days on end with no replies, and when someone does reply they keep asking the same questions I've already answered with no resolve to the situation. Do not trust this company! They are sketchy and will continue to take your money if you're not paying attention. They got me more than just those 4 times to be honest, when I actually got the statement from my bank they had been charging me since October!

  

  Business Response

  Date: 02/08/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience caused by the unauthorized charges to your account. We take such issues very seriously and are committed to resolving them promptly.
  
  Upon investigating your case, we discovered that indeed, four refunds of $3.99 each, totaling $15.96, were processed early January. However, it appears one refund failed to go through. We deeply regret any frustration this may have caused.
  
  To rectify this oversight, we would like to reimburse you the remaining $3.99 owed. Please accept our apologies for the delay in issuing this refund. To expedite the process, kindly reach out to us directly at ************************************** and ask to speak with our leadership team. Once we receive your message, we will promptly facilitate the refund through your preferred method of payment, whether it's PayPal, Venmo, or Cash App. Additionally, we see you had a secondary account under an account ending in  ************************** and shows that the Klover+ membership was cancelled already. 
  
  Looking forward to hearing from you. 
  
  Klover Leadership Team 

• Initial Complaint

  Date:01/05/2024

  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.

  Extra charge

  

  Business Response

  Date: 01/08/2024

  Hey ******,
  My name is ***** and I am more than happy to assist. I checked your account and I am seeing that you requested $100 on 12/29/2023 with a payment of $108.24 due on 1/5/2024. This explain why you saw the $10 then $80 charged to your account on 1/5. Please know that if there are insufficient funds on the payment date, the system will attempt to collect in partial increments until we are able to collect the full amount. Since we were able to collect $90, $18.24 is still due. Please know that once you acknowledge and sign off on the payment details, we are not able to send in a refund for the funds collected. I apologize if our partial payment method was not explained thoroughly on the app. If you have further questions, please feel free to email us at ************************************** and ask for manager assistance. I hope this helps.
  Thank you,
  Magie
  Klover Support Supervisor