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:09/01/2023

  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.

  Klover allows you to get reward points for doing surveys/offers and after so many points, you can use them towards a amazon gift card, the app says I should be getting a $239 amazon gift card and for almost 2 weeks now theyve given me the run around, or will not answer their phones.

  

  Business Response

  Date: 09/05/2023

  Hi ********,

  I'm so sorry to hear that you are a customer being affected by one of our technical bugs! As a fairly new app under 5 years old, we run into technical bugs quite often in our app. I see you are being affected by our Amazon Cashout technical bug, where the points-to-dollar ratio is not accurate, thus causing you to be unable to cash out. This is affecting a small number of customers and our technical team is working diligently to resolve this issue. 

  I'm happy to provide you 500 courtesy points to your account for the long wait! Although, I do not have a time frame to give you as to when this will be resolved. I do apologize for the lack of response from my team. Going forward, please reach out to support directly by emailing us at ************************************** and ask for ***** I'm happy to keep you updated via email with any changes. 

  In the meantime, I encourage you to uninstall and reinstall your app frequently to make sure you have the latest version downloaded to your phone.

  Thank you,

  Abby

  Klover Support Supervisor

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20555028
  
  I am rejecting this response because: 500 points for a error on your end? thats not going to work. I would like you guys to actually own up to the error and help me out with the cash out. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/14/2023

  Hi there, 

  My team is investigating this for you, but have agreed to send you an Amazon gift card at the current points rate in the app, which is 500 points = $1. At this rate, we will send you a $47.88 gift card. I will follow up with you directly regarding the gift card being sent. 

   

  Thank you,

  Abby - Klover Support Supervisor

• Initial Complaint

  Date:08/17/2023

  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.

  The Klover app, provide advances u til your next payday. To obtain advances, you have to accumulate points through their sponsors. There is an opportunity to get extra funds (boost) if you have enough points and you pay an additional fee. They deposit the money directly to your account. The problem is that every time they provide extra funds and make you pay an extra fee, they pull the money including the higher fee from your account within 24 hours and not on your next payday. This has happen to me 3 times. So it appears you are advancing the money for less than 24 hours and charging customers the higher fee. SCAM. I have made numerous attempts to contact Klover regarding this issue via email and their live support which is never available.

  

  Business Response

  Date: 08/22/2023

  Hello *******, 

  I wanted to apologize for the experience you had on our app. I can see what happened. It seems that you had just made a payment on 8/14. The system was able to update the payment but it seems that your pay cycle was not refreshed. During this time, you enter a cool-off period where you will be allowed to request another advance for the same pay cycle. This is why you were seeing the payment being collected instantly. We typically allow this for customers who are expecting a possible over draft fee and request an advance to avoid extra charges. 

  I can see how this can be confusing. No worries, I sent over **** points that you redeemed on 8/15 and a full refund for the payment on 8/16. The funds should hit your account within 3-5 business days. Please know that this is a one-time curtesy. We encourage you to double check the payment date before signing the acknowledgment for the payment date to avoid further issues like this. When reaching out please feel free to ask for manager assistance to get a quicker resolution. I hope this helps. 

  Klover Support Team 

• Initial Complaint

  Date:08/03/2023

  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.

  First and Foremost, Id like to thank you, truly. Businesses like this need to have their Convict methods exposed. I intially downloaded this app the first of the month. Theyve verified my account by charging me 16 separate times over the last 30 days which is frustrating on its own. *** also spent my own money in order to receive more Cash Back points. Every time I try to cash out my points, points I paid for through doing their tedious task, ** left with an Error notification with no Direction or Reason for me so o could fix whatever needed to be fixed Whats even more frustrating is that a Manager within the company assured me that any discrepancys were taken care of and I should no more problems. This has happened not once, not twice, not thrice, but FOUR SEPARATE TIMES ( the last being 2 weeks ago). Ever since my last request Ive grown quite frustrated and have been completely reasonable and patient with them. There website gives their *********** opening- closing hours, which is humidors considering every day I try to call and the line is disconnected. All I wanted to do was utilize this app for a immediate emergency where I was stuck in a unsafe environment and needed a safe exit out. Well thank my lucky stars Im smart enough not to put faith in such a business, but it makes me fear for those who dont have that opportunity and are genuinely counting on these people to follow through with their promises.Ive been a Paying member of this ******** Since June 30th and haven't received a single benefit or received any of the other services that they promote frequently across Media Streaming and ************ Platforms. Coincidentally enough, my Bank account balance is now in the negatives dude to unexplained(& most importantly( Unauthorized Charges from KLOVER.This Company needs a Through investigation. Its Makes me sick to my stomach that these monsters can exploit their customers and feel as if there is no rebrocussion!

  

  Business Response

  Date: 08/28/2023

  Hi *******, my name is **** and I'm a supervisor here at Klover. First, I want to apologize for the bad experience you have had with our support team and our app. This is not what we ever want to provide to our customers, and I'm hoping I can turn this around for you. I have done an extensive investigation into your account issues. It seems we had two Klover accounts tied to your **************** account. The emails associated with these accounts were *************************** and ***************************. 

  It appears that *************************** is the account you would like to move forward with, given that it has **** points on it. I have removed the bank account from your alternative account, **************************** and closed this account. I made sure this bank account was removed and checked your account under ******************************************** to confirm, and I do not see the duplicate account error message any longer. You should no longer see this message in your app either. There are a few steps I would like you to complete in order for your eligibility to update in the app:

  1. Log in to your account under ********************************************. 

  2. I will need to you relink your bank account to this account. Not because it is not connected (it is), but to establish a fresh bank connection to our app, and ensure everything is loaded properly. Remove your bank from the app, exit the app, open the app again, and relink your bank account. 

  3. Since you have ************ please ensure you "select all" when sharing your information with Klover. If you do not select all, your bank will not link properly. 

  4. Give the app a few minutes to detect your paycheck/financial data, and your eligibility should update to an accurate advance amount. 

  5. Request an advance, and it should work with no issues.

  Please complete these steps and reach out to us if you have any further issues. When you reach out, feel free to ask directly for **** and I can help you in real-time. I work Monday-Friday and will happily make time to help you with your account further. 

  Thank you,

  Abby, Klover Support Supervisor

• Initial Complaint

  Date:07/31/2023

  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.

  I never used this account and tried to cancel and clear my bank information but you still have it and charged my account **** for ********************** plus which I didn't have.i had to go deposit money in my account to prevent a over draft. I would appreciate it if you would put my money back

  

  Business Response

  Date: 08/01/2023

  Hello *****,

  I apologize that you didn't have a pleasant experience with Klover. It seems that you opted in to our membership program when you linked your debit card. We understand that the acknowledgement can get missed. I have gone ahead and refunded the total amount of $3.99. You can expect these funds back in your account with the bank we have on file within 3-5 business days. I have also cancelled your membership so that you are no longer charged for the monthly fee. Please know that if you decide to link your debit card again, your membership will reactivate. If you proceed to have some trouble with our app, please reach out to us at **************************************  so that we can assist you.

  Have a wonderful day,

  Klover ****************** Team

• Initial Complaint

  Date:07/24/2023

  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.

  Ive cashed out multiple times after watching ads, Ive only received payment for one. *** attempted multiple times to contact them and havent heard back.

  

  Business Response

  Date: 08/21/2023

  Hi there, sorry to hear you haven't received your Amazon cashout. I just reviewed your account and past communication with my team and it seems my team never received a response to the following email: 

   

  Thank you for reaching out about your concerns. So sorry to hear that you have not received your Amazon gift card! Can you please confirm the date and points redeemed that you are referring to? I would like to ensure we are looking at the same Cash Out information. I'd really appreciate it. 

   

  I do see a few Amazon cashouts and would need you to reach out to our team at **************************************. 

• Initial Complaint

  Date:07/13/2023

  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.

  Klover gave me an advancement for 24hours when I needed it for a week. I requested my points back to used for my loan. They refused. So I deactivated my account and out of no where they charged me ****? Why? Because I deactivated my account. I want my points and money back.

  

  Business Response

  Date: 08/29/2023

  Hi there, apologies to hear that there was some confusion with the $3.99 charges. During onboarding, you were opted in for our free one-month trial of our Klover+ membership. Membership is optional, and it seems the membership ran past the initial month. No worries, I've made sure to double-check that the membership is canceled and have issued a refund in the amount of $3.99. If you have any questions, please don't hesitate to contact us at **************************************

• Initial Complaint

  Date:07/13/2023

  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.

  I have been trying to reach some in the ************************ since last week. They act like someone is going to get on the phone and speak with you and give you the same generic, no one is able to take your call message. I also left two messages and an email to no avail. I have account set up with all of my banking info, earned points on their app, and they took all my points over 500 of them for a instant bank transfer that kept failing over and over again. I still have not received this instant transfer. I need someone to get back to me ASAP. Horrible business practices.

  

  Business Response

  Date: 08/01/2023

  Hello *******,

  I apologize for any trouble you were having. I checked our records and I was not able to locate an email for this issue. No worries, I can see what is wrong with your account. We have a very sensitive connection with your bank. It seems that we require full authorization to your accounts to be able to successfully send an advance. I reset your bank, this should help refresh your account. Please relink your bank and debit card before you try requesting the advance again.

  For more help, please reach out to us at *************************************** Thank you!

  Klover ****************** Team

• Initial Complaint

  Date:07/12/2023

  Type:Billing 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.

  On 7/12/23 I was charged $80 from the app. I have an advance that is due in 2 days which will total $109 which I am fine with paying back. I looked on the app and see nothing as to why I would be charged an extra $80 2 days prior to my payment. There are no previous transactions from this app that are $80. The only charges I have are the fees for the membership as well as the advances which all look normal. Tried getting in contact with Klover multiple times today an no one answers. They claim their hours are 10 am- 3 pm cst. I called at 10:11 cst and get the pre recorded message right away that no one is available for a call with no way to leave a message. I tried emailing twice and then tried calling again. This call had me on hold for 5 minutes then I get the same message now. Because of this unexpected transaction, my account is now in an overdraft. I want the money refunded back to me asap as it should have never been charged

  

  Business Response

  Date: 08/15/2023

  It seems my team has already replied to this complaint and issued points to the customer. 
  

  
  

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20310334
  
  I am rejecting this response because:

  What points? Points I should be getting anyways for logging in? No, I am looking for a refund for the amount you took out of my account for no reason. There should be zero reason that amount of money was taken out to begin with. 

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

  

  Business Response

  Date: 08/18/2023

  Hello *******,
  
  I apologize for any confusion as it appears there was an error in reviewing your account. Although you initially provided an account associated with @gmail.com, we have now determined that it is linked to your @icloud.com account.
  
  Here is a breakdown of the situation and the charges for your reference. On July 1st, 2023, you requested an advance of $100. As part of the transaction, you agreed to repay the amount by July 12th. On the specified date, we made an attempt to collect $109.49 from you. This amount includes the $100 advance, an $8.49 transport fee, and a voluntary tip of $1. However, your bank only allowed a collection of $80 initially (per your screenshot). Subsequently, on July 13th, we made another attempt and successfully retrieved the entire payment.
  
  I want to highlight that we made these collection attempts in partial payments to gradually settle the outstanding balance. According to our records, the balance has now been completely settled. On July 14th, you returned back to the app and requested an additional advance of $100, and this amount was scheduled to be repaid by July 27th, 2023. I'm pleased to inform you that this repayment was successfully collected as well.
  
  Once again, I apologize for any confusion that *** have arisen, and I hope this explanation provides clarity regarding any concerns you *** have had. If you require further assistance, please do not hesitate to reach out.

  Customer Answer

  Date: 08/23/2023

   
  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:07/09/2023

  Type:Order 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.

  ************* please stop and hire intelligent workers. Who arent foreign.

  

  Business Response

  Date: 08/04/2023

  Hello there,

  We understand your frustration with the receipt scanning feature. If the situation was escalated to leadership, we could have gotten you the points added instantly. No worries, the 40 points for the 8 receipts you submitted were added to your account. If you ever proceed to have trouble, please feel free to ask for manager assistance. It was a pleasure assisting you. 

  Klover ****************** Team 

• Initial Complaint

  Date:06/29/2023

  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 June 3rd, 2023, Klover took a $3.99 charge out of my bank account for a subscription I didn't want. I have reached out to them three different times, to which, each time I've been told within 3-5 business days I'd see my money back. Almost a month later and I have no resolution. I want my refund back.