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:01/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 was a fraud attempt utilizing my information. No bank account information was provided to create the account. However, I did receive email notifications of activity under my name. I have been contacting Klover for over 3 weeks now asking them to close the account and they have not yet closed the account even though I have attached the police report and everything and have now just quit responding all together. I want to get this matter taken care of before more cash advances are taken out in my name.

  

  Business Response

  Date: 01/04/2024

  Hi there, 
  
  So sorry for the delay in response. I was the agent assisting you with your request. I was able to connect with my tech team and gathered some information. It seems that your email provider was hacked and created numerous accounts with employee emails. An advance was requested on your behalf, however, since we are now aware of the issue at hand, we are able to disable the account. Please note that a Chime account *** have also been opened under your name. I would highly recommend reaching out to Chime to report this issue. I apologize that you were affected by this hacking and wished we caught on sooner. Please make sure to reach out to your HR department to report misuse of your work email. If you have any other questions, please let me know. 
  
  Thank you,
  Magie
  Klover Support Supervisor 

  Customer Answer

  Date: 01/05/2024

   
  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

  Date:12/21/2023

  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.

  I have been having issues where they say they can't process my payment and after I fix the issue they still say the same thing but they charge my card every month a **** charge so what I don't understand if my payments didn't process why I see it in my bank statements?

  

  Business Response

  Date: 12/28/2023

  Hey ******,

  Sorry to hear you were having some trouble with a payment. I checked your email request and we asked your permission to attempt the payment again, however, we received no response from you. Since the payment has been outstanding for over a year, we require a manual payment.

  No worries, I was able to send you an online invoice via Stripe to speed up the process. Once you have completed the payment, please send us an email so that we can manually clear the payment on the app. Also, I was able to refund the $3.99 membership fee. The funds should be back in your account within 3-5 business days. Please feel free to send us an email at ************************************** if you would like further details on your account. 

  Best Regards,
  Magie 
  Klover ****************** Team

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21043717
  
  Klover is still taking money from my account even after I requested them to cancel it, just today they took another **** ..they claimed they couldn't take payments from me ..if this is the case why did they just do it Today?
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/04/2024

  Hi again,

  So sorry about that! I have gone ahead and cancelled your Klover membership and sent in another refund of $3.99. You should receive the funds in your account within 3-5 business days. Please note that if you decide to relink your debit card on our app, you will be opting into the membership program where you will be charged a monthly fee of $3.99. If you have any other questions, please feel free to send us an email directly. 

  Happy New Year, 
  Magie
  Klover Support Supervisor 

• Initial Complaint

  Date:12/18/2023

  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.

  Klover is a pay advance app. This app is supposed to collect repayment on the date that you get paid. They currently have my repayment date set 2 days before my paycheck hits the bank. I contacted them asking that they please adjust the date to the correct date that I get paid, since it will cause overdrafts and incur fees if they collect 2 days early. They state that this date is set by my bank and cannot be changed. I have NEVER gotten paid on a Wednesday. For the last 35 years, my paychecks have come every other Friday. So, there is absolutely NO WAY my bank set this date. Their policy, which can be accessed on their website and on the app, states that a repayment date must coincide with a payday, yet here they are violating their own policy by setting a payment date that does not coincide with a payday and the customer service agent is refusing to help me. The only means of contact is through email, which sometimes takes hours to receive a reply back, as they do not offer phone or chat support.

  

  Business Response

  Date: 01/02/2024

  Hello, appreciate your BBB review! We regret any challenges you faced with repayments on our app and the initial interaction experience. After checking your account, I observed that our team successfully extended the repayment to February 2nd. While we don't have phone support, we do provide chat support during regular business hours (10 AM-5 PM CST). Feel free to contact us at ************************************** if you have any inquiries or chat in with one of our agents. 

• Initial Complaint

  Date:12/06/2023

  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.

  On the app I was given the option to use my points to pay for the immediate delivery fee. On repayment of the money Klover charged me the payment plus an immediate delivery fee. I reach out to customer service and the issue has gone unresolved the entire week. All I have received is multiple versions of the same excuse instead of my money.

  

  Business Response

  Date: 12/08/2023

  Hello, my name is **** and I'm a supervisor here at Klover. I'm happy to provide an explanation as to what happened here. Thank you for providing those screenshots of points that you used towards your delivery fee!

  
  It looks like your delivery fee in total was $8.49. This is our typical immediate debit delivery fee for a $100 advance, which I can see you requested on 11/17/2023 with a repayment date of 11/30/2023. The 120 points that you used towards your delivery fee covered a very small portion of the delivery fee, $0.24 to be exact, which brought your delivery fee down to $8.25. To cover this fee in total, you would need upwards of ***** points. When opting in to use points towards your delivery fee in the app during check out, we show the new fee on the confirmation page to avoid any confusion. I apologize if this was not clear in the app when you were requesting your advance. 

   

  I'm happy to issue you 250 points for the trouble, which you should see reflected on your Klover account immediately. Unfortunately we are unable to offer a refund for delivery fees at this time. Please reach out to us directly if you need further assistance with this or anything else.

   

  Thank you,

  
  Abby 
  Klover Support Supervisor

• Initial Complaint

  Date:11/15/2023

  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.

  ************ uses tiktok ads that make it seem like they will give you a $200 advance between work checks but they only offer advanced if you play games and submit surveysx they also request bank info and when I asked them to delete my account they sent an email telling me they will be illegally entering me into a $100 Amazon give way which is ILLEGAL! They are not Amazon and I want my account deleted not for them to keep my account open and enter me into some giveaway I didn't ask to be in ************ is a scam and is preying on people during financial hardships

  

  Business Response

  Date: 11/16/2023

  Hi *******,

  I checked your email requests and it looks like we did receive your deletion request today for the first time. I have gone ahead and deleted the account myself. Please allow 72 hours for the account to be wiped from our system. Sadly, I am not able to send you proof that your account was deleted. However, if you come back to the app and try to log in with ************************** after Sunday, 11/19, you should receive an error stating that the account does not exist. If it is okay with you, I will personally update you on Monday, 11/20 that your account was deleted. We're sorry that we were not able to get to your email request before you had to come to BBB to get a resolution. We are working on sending out faster response times. I have sent you an email response as well. Thank you for being a Klover customer, sorry to see you go.

  Magie
  Klover Support Supervisor 

• Initial Complaint

  Date:11/06/2023

  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.

  My account was suspended because of a chargeback. I just checked my account and $10.00 was charged on my bank today the account is closed . I want my money back.

  

  Business Response

  Date: 11/30/2023

  This user's ********************** account was temporarily suspended due to the fact that they have initiated multiple chargebacks with their bank regarding repayment of Klover cash advances. The disabling of their account prevents them from requesting any cash advances; however, it does not prevent Klover's system from attempting to collect repayment of any outstanding cash advances. When creating a Klover account and requesting a cash advance, this user agreed to and authorized ********************** to collect repayment from their connected bank account or debit card.

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20835058
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/06/2023

  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.

  The reason why Im reaching out is because I have done business with this company and have taken loans and have always paid them back on time. This past November 2, 2023, an amount of $114.46 was successfully paid to the merchant for the cash advance, and the merchant is claiming that I did not pay them back, although in reality I in fact did. Previously, when I have paid other loans, I would have an immediate response on the app the same day of the repayment acknowledging that they received my advance repayment, whereas this time is saying that I never paid anybody back. I have contacted the merchant directly via email on numerous occasions, and they have refused to acknowledge that the payment has been returned even though it shows on their app which is connected to my bank, along with me providing screenshots of my bank statements, they are still refusing to acknowledge that the payment has been repaid and are trying to blame everything on an ACH processing system. They constantly send me automatic responses that are copied and pasted, and not actually written from words of their own ; I have requested a call back, and I have requested somebody directly from the corporate headquarters to reach out to me in which they have not done so. I have bills that have to be paid and I have to get by for two weeks and I really have depended on these cash advance companies and I dont appreciate trying to be suckered and taken advantage of. I want an issue resolved and I will go public with this if I have to.

  

  Business Response

  Date: 11/16/2023

  Hello *******,

  So sorry to hear about your experience on our app. I would really love to dig deep into the matter and get you a solution. However, the email and phone number you shared for this complaint are not populating in our system. Please share the email or phone number on file so that I can assist you further. If needed, I can send you an email to get you more specifics on your account and keep you in the loop. I really will need your Klover account details to get started. Thank you for your cooperation.

  Magie
  Klover Support Supervisor 

• Initial Complaint

  Date:10/28/2023

  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.

  On October 19th I requested an advance of $50 with the repayment date of 10/26. It was paid successfully 10/27 I requested another advance of $50 with the repayment date of 11/03. I received the $50 on 10/27. When I went to log on this morning 10/28 . To check the points. It tells me my account has been suspended. I dont understand why.

  

  Business Response

  Date: 10/30/2023

  This user's ********************** account has been temporarily disabled due to the fact that the user has filed multiple chargebacks with their financial institution for their cash advance repayments. The user has filed two separate chargebacks with their bank: one in July 2023 in the amount of $112.29 and another in September 2023 in the amount of $112.25. Since the user has granted ********************** authorization to debit their debit card to repay their cash advances, their account is temporarily disabled since filing this chargeback directly violates Klover's Terms of Service, which the user agreed to and acknowledged when creating their account. 
  
  The chargeback process typically takes ***** days, during which the user's account will remain disabled.

  Should the user have any questions or concerns, they are more than welcome to reach out to ******************************************. 

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20794059
  
  I am rejecting this response because:
  There was no warning. Im never doing business again.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/20/2023

  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.

  For three weeks, I tried to pay outstanding advance. Every single customer agent told me the same thing. Processing payment from debit card takes three days. They tried FIVE times and it never charged. Clearly your system has failed and is not working. You NEED to fix your technology.

  

  Business Response

  Date: 10/23/2023

  Hey *********!

  So sorry to hear about your experience. It looks like your payment was due in 2021 which is why we were not able to collect your payment with the current bank link you have. Please note that we are now able to make exceptions for customers in this situation and my team has been informed of how to move forward with accounts that are stuck. I truly apologize you were affected by this. Nonetheless, we appreciate you flagging this issue so that we can improve the experience for others as well.

  I have sent over a an invoice to complete this payment online. The invoice is only good for 7 days. Once the invoice is paid, typically, it takes my tech team 1-3 business days to clear the payment manually. However, I am able to bump you to the top of the list and get your account updated as soon as we see that the payment is successful. I understand that we dropped the ball with your account. I have sent over a generous amount of points for you to use on your next advance, check your account to see the points. Please do not hesitate to ask for manager assistance when needed. I will send you an update when the payment has been updated in your account via email. 

  Thank you,
  Magie
  Klover Support Team

• Initial Complaint

  Date:09/21/2023

  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.

  Downloaded the Klover app 7/4/23 and started earning points. Seemed fine till I tried to cash out a $30 Amazon gift card which I didn't get and a $20 Amazon gift card which I didn't get. I tried for weeks to resolve this with their "help desk" until getting an email from them today telling me my cash out privileges had been revoked because (get this) I had violated their terms of service by watching too many ads! If you're going to do business online and make a habit of ripping off your customers, you need to be aware that there are folks out here that have both an unlimited data connection and a real problem with letting stuff go.

  

  Business Response

  Date: 10/15/2023

  Hello there,

  I truly apologize about the inconvenience with our app. Please know that there are limitations for cashing out Amazon gift cards on our platform. Please revise our Terms and Conditions to get more familiar with our Account Termination policies. For your convenience, I have added that link here: ********************************************************************;

  I apologize that we were not able to work this out.

  Klover Support Team

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20638201
  
  I am rejecting this response because:
  The fact that you let me earn $50 worth of cards and THEN tell me I'm not eligible to redeem them because of something buried on page 35 of your t&c is just ridiculous is is just a way of getting people to earn money for you and then not rewarding them. This is bait and switch.
  Sincerely,
  
  *********************