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:06/06/2023

  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.

  On two separate occasions I have requested an advance from this app. Twice they have failed to deposit the advance even though all my banking info is accurate and i log into the app daily. This second time I let customer service know that the deposit was not there and they refused to do anything. they then escalated it, but they still have not done anything. My bank account is now negative because they failed to deliver on their promise. Their app also keeps disconnecting from my external links for receipt tracking. Their app and their service is utter garbage.

  

  Business Response

  Date: 07/07/2023

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you have experienced with our app and services.
  After reviewing your account, we have found that you requested two advances, and both were successfully deposited. Our records indicate the following:
  One advance was requested and deposited on June 12th.
  The second advance was requested on June 24th, and the scheduled payment date is set for July 7th.
  We confirm that both advances were deposited into your US Bank account ending in 4830.
  If you have any further questions or require additional assistance, please don't hesitate to reach out to us at *************************************** We understand that there may have been a discrepancy or delay in the deposit process, causing frustration and inconvenience. We sincerely apologize for any confusion or dissatisfaction this may have caused. If you have any further questions, please reach out to our team directly at *************************************** 
  
  
  
  *************************** | Director of CX

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20150606
  
  I am rejecting this response because: I had requested advances twice after the posted advances that stayed pending for 7 days and we're finally cancelled. Unless you do instant your advances do not go through. Fix your system 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/10/2023

  Hello, we appreciate your response. Our records indicate that the deposits have been successfully credited to your account, as confirmed by your bank. We recommend contacting your financial institution for additional details. If you require any further help, please don't hesitate to reach out to us at ***************************************

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20150606
  
  I am rejecting this response because: 2 deposits I had requested never went through or posted fix your system you force people to pay instant fees or else it doesn't work 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/05/2023

  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 Paid a past due loan balance to klover under an old email address ***************************** I have an additional klover account under **************************** that has the same bank account linked. ********************** has not shown any interest in removing my old account. The problem I'm having is that I cannot accept any loans due to duplicate bank accounts linked. I have called their customer support number only to get forwarded to a voice-mail box. I was assured this issue would be handled in 4 days dating back to May 19 2023 when I Paid the invoice

  

  Business Response

  Date: 06/07/2023

  Hi there, thank you for reaching out and sharing your experience with the BBB community. We reviewed your account and it appears the issue has been solved. An email was sent by our agent and since then it seems you were able to request a new advance. Please let me know if I can be of further assistance. 

• Initial Complaint

  Date:05/30/2023

  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.

  May 19th I cashed in my ****+ points for my earned amazon gift card like the app promised they would give if I earned this amount of points. After cashing in my points I have received NOTHING. Tried contacting customer support, but that's none existent. I've emailed ***************************** to wait, and that's all just wait wait and wait some more. 10 days later now they won't even email me back, this company is a nightmare and scam

  

  Business Response

  Date: 06/07/2023

  Thank you for reaching out to us regarding your Amazon gift card redemption. We apologize for the delay in processing your request and for the inconvenience caused.
  Upon reviewing the information you provided, we see that your request for your gift card is still pending. Rest assured, our team is actively working on resolving this matter as quickly as possible. We understand the importance of timely assistance and we sincerely apologize for any frustration this delay may have caused. We appreciate your patience and understanding in this matter.
  
  

• Initial Complaint

  Date:05/28/2023

  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.

  Did not recieve a cash out payment via an Amazon card. Website states it takes longer and if not received in 5 to 7 days reach out. I did but they told me to wait another 5 to 7 day. So are they gonna tell me again

  

  Business Response

  Date: 06/07/2023

  Hi there, thanks for reaching out. We've apologize for any trouble this has caused and can assure you, your request is being looked into by our team. Looking at your request it seems it was already passed to ************* and someone should be reaching out to you shortly. Thank you for your patience. 

• Initial Complaint

  Date:04/12/2023

  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.

  Since November I had accrued ~$400 dollars worth of points and had redeemed them for an Amazon Gift Card, it had been a while so I had checked the zendesk site, the site claimed that gift cards were delayed and that if they had not come within seven days to contact your support (Klover). I have been back and forth with support since November, every time I think I get somewhere you claim I should wait 2-4 weeks for processing (They have said this two or three times, about a month in-between each). Each time with the same claim that the issue would be fixed in 2-4 weeks. They have since made it so I am unable to access my account to even try to help support. Where is my payment and access to my account?

  

  Business Response

  Date: 04/17/2023

  Hello there, and thank you for contacting us and submitting a request through our BBB page. I looked into your issue, and it appears that we haven't received any notification regarding your Amazon gift cards on our end. The only correspondence I could find was on November 6, 2022. It appears that before it reached an agent, you marked the request as 'solved.' If you have previous email correspondence with our staff, please forward it to ************************************** so that we can escalate it to management. Would love to help this resolved for you. 
  

• Initial Complaint

  Date:04/08/2023

  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.

  Since I have attempted to close my account with this company, I have had nothing but issues dating all the way back from2021 to delete my bank information and continuously, they have attempted to remove funds from a banking account that is supposed to be delete it from their system. now I have a transaction on my checking account different card from a Klover booster and they have continuously attempted to take money out of my account. This is clearly a violation as I have requested over the period of years to unlink my banking account, as I have no business with this company. This all has stand from a lack of response on emails and me leaving a review about this company and for the past couple of years they have attempted to still charge my account and emails and receipts will be provided upon request.

  

  Business Response

  Date: 04/17/2023

  Hello there,  Thank you for sending in your inquiry. We looked into your account as well as your previous email submissions. Our system shows that the account ************************ has been inactive since January 2021. Apart from that, I don't see any additional charges on this account. The charges you share appear to be Klover+ membership fees, however as previously stated, the account you gave has no records of any charges after January 2021. Do you have another email address or phone number? If this is the case, please notify us by sending an email to ************************************** so that we can ***** you a refund. 

• Initial Complaint

  Date:03/19/2023

  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 cant pay back my loan in full at one time. Either work with me on a payment plan or disconnect my banking account from your app asap and do not take any money from my account.

  

  Business Response

  Date: 03/22/2023

  Hi there, thank you for reaching out and sharing your experience with the BBB community. I was able to pull up your original request and can confirm that we currently do not offer any payment arrangements. We do mention in our terms and conditions during checkout that the full amount will be collected on the agreed upon date. 
  
  Please know we are exploring the option of offer payment extensions or arrangements for our customers. If you are concerned about a potential overdraft from your bank account, rest assured that if funds are not available on the scheduled repayment date you agreed to, our system will not attempt full collection. However, if you have some or little money available, your advance repayment may be collected in partial payments. This may result in multiple Klover charges over time until the balance is paid off. If you have any further questions, please feel free to contact us at **************************************. 

• Initial Complaint

  Date:02/13/2023

  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.

  Since October 2022 I have been charged the expedite fee for each advance, though I have opted to use points to pay the fee. The expedite fee is an option used to get your advance sooner. The app confirms I want to use points, but once the advance is submitted, it only deducts the points for the advance itself and never for the expedite fee, then charges me monetarily for the expedite fee. They have also continued to take their payment early numerous times. See attachments for more info. History of Advances and Explanations of Issues gives info on all of my advances between October 2022 and February 2023, as well as an explanation for the 1-1-2023 advance attachments that are included as examples of my complaint.Klover's resolution was to offer a $4.99 Amazon gift card and 500 points. I request the following:1. A refund of all of the expedite fees between 10/22-2/23 totaling $57.89. 2. Repair app so it takes the points when that selection is made.3. Take payment on due date, not before. 4. Stop misleading customers on how much they can for an advance. The points option maxes at $30 for 900 pts. App promotes up to $200, misleading them to believe the more points they earn in the app, the higher their advance, up to $200. Customers can only get more than $30 with the Balance Boost, which is not clearly promoted. It is at Klover's discretion. Their terms and conditions states it is based on income, but they have internal settings that prevent customers from getting the Boost, such as if paydays are not on dates Klover specifies (see my prior BBB complaint.)Klover FAQ: *********************************************** Klover Terms and Conditions: ***************************************************************

  

  Business Response

  Date: 02/22/2023

  Hello there, and thank you for sharing your feedback with the BBB and Klover community. We completely understand your disappointment at not being able to use your points during checkout. As our team has previously shared, we are still working on a solution to this issue. It is currently affecting a small number of our customers, and we are working to prioritize a solution. As compensation for the inconvenience, we have issued a total refund of $104. Refunds will appear on your end as three separate transactions and should be available within the next 3-5 business days. 

  Regarding your repayment advance not being collected on the correct date, please accept my apologies. I've escalated this to our internal team, who will look into the matter. I've also forwarded your comments about the language used on our app to our marketing team. I wanted to emphasize that we have customers who can advance up to $200. We have customers who have been prequalified for amounts ranging from $10 to $200. If you are not prequalified, you will be enrolled in our points-based program, where customers can use their points to request an advance of up to $30. We understand how inconvenient this is and are working on alternatives to ensure that more customers are prequalify.

  Once again, we appreciate your candid feedback and our team will be reaching out to you shortly via email to go over additional information regarding your account. 

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19397778
  
  I appreciate Klover's prompt response, update on the issues at hand, and offer of settlement.  I received refunds/credits from Klover on the evening of 2/22/23.  However, before I feel comfortable marking this matter as settled, I would request a final response back from Klover through this correspondence that as of the date of their reply back, they confirm this matter is completely settled and no further credits or debits will be made to or from my bank account regarding this Complaint.  Once that is received, I will accept the matter as settled and consider it to be cleared and closed.

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

• Initial Complaint

  Date:02/07/2023

  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 closed my account months ago and removed my bank account but each month im being charhed $3.99. I have emailed this comoany numerous of times and i sent screen shots,emails and the last 4 of my account number to find where the charge is coming from and yet it has not been fixed. I want my money back and for this to be cancelled ASAP.

  

  Business Response

  Date: 02/18/2023

  Hi ******,

  So sorry that you were having some trouble. I researched your emails with us and I see what went wrong. Please know that my tech team is working on resolving this issue. For now, I will personally take over your case to ensure that you receive full refunds for all the membership charges. We truly appreciate your patience and cooperation. I sent you an email and will keep you in the loop on the matter. Please keep a look out for my response in the ticket number 651615. We apologize for all the trouble this has caused. 

  Best Regards,

  Magie

  Klover Support Supervisor 

• Initial Complaint

  Date:01/16/2023

  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.

  I closed my account in July I unlinked my bank Account and this company still takes money from my checking every month i tried to contact a REAL person but to no avail my bank has Even tried to contact them and they get the same bot response all I want is them to stop stealing money from me and refund me all the months they have Robbed me

  

  Business Response

  Date: 01/27/2023

  Hi there, thank you for reaching out and sharing your feedback. We would love to take care of these charges and issue a refund. However, the email and phone number you provided does not populate an account. We did, however, search you by first/last name and were able to locate a possible matching email starting with *************************** Does this ring a bell? If so, please reach out to our support team at ************************************** and we can get this sorted out for you. Please make sure to mention the correct and full email on file along with the total charges. 
  

  Customer Answer

  Date: 01/30/2023

   
  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,
  
  ***************************