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:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/6/2022, I was alerted to a potentially fraudulent charge to my debit card ending in number ****. The charge was to a company called Klover. Upon further investigation, it appears to be a online cash advance app. I did not sign up for a membership, I did not download nor use the app but somehow my debit card has been charged $2.49 each month since last December. It is impossible to get ahold of anyone in that company. There is no phone number to call, only a "bot" that doesn't help at all. It does give the option to "leave a message". It says that membership can be cancelled on the app, so I downloaded the app and used the sign in credentials for what I use for everything else. The account didn't exist but it did say that my phone number was tied to another account. I was unable to find that account using every email and password I've ever used just to be sure that I didn't inadvertently signed up for something. I was unable to cancel, however, my bank has put a hold on my debit card and I will be issued a new card with a new card number so they won't be able to charge my card any further. However, I would like to receive a refund of $29.88 which is $2.49 I was charged for the last 12 months.

  

  Business Response

  Date: 12/06/2022

  Hi there, thank you for reaching out and apologies to hear about the Klover+ related charges. I was able to locate the account associated with the charges and have issued a total of 13 refunds each in the amount of $2.49. You should be seeing the refunds within the next 3-5 business days. I've also gone ahead and removed the account from our system and going forward you should not be charge for a Klover+ membership. If you have any questions along the way, please feel free to reach out to us directly at **************************************. 

• Initial Complaint

  Date:11/21/2022

  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.

  I took out a payday loan with Klover on 11/7/22. In between that and my payday which the payment would automatically come out, my bank account information was compromised, both my bank account and my debit card. After I worked with my bank to open a completely new account I reached out to Klover to update my payment. They informed me that they can't update my account information while my payday loan was outstanding. I told them if they sent me an alternative way to pay them back, I would do so with my new information. In the meantime, I asked that they please remove my existing bank account AND debit card, because Klover was making micro-charges to my compromised account, but since it was stolen/drained, there was nothing in there, and I was racking up NSF fees at $35/occurrence. My bank also couldn't close my account because they had to wait for anything pending to process/return. Because Klover keeps micro-charing my account, there is always something pending. I have now racked up over $350 in NSF fees due to Klover's refusal to remove my bank and debit card information from their system. I have asked several times and informed them I was revoking authorization for them to have this account information. They have basically decided to hold my account hostage until I pay them for the payday loan. I would be glad to do so once they remove my other information. I am already out $350 due to Klovers refusal to remove compromised account information from their system and don't feel I should have to pay them another dime until they remedy that. This $100 payday loan has now cost me over $350. Klover shouldn't be allowed to hold my compromised bank/debit card information hostage, continuously microcharge me, and then tell me until I give them more money, they aren't removing anything.

  

  Business Response

  Date: 11/22/2022

  I'm sorry to hear that our app and team didn't meet your expectations. Without a doubt, this is not the standard we would like to set for the level of service we provide. I looked over your case. Our terms and conditions state that we need three days' notice before processing a request. Our team was expected to receive a notice regarding the revoke request by or before November 8, 2022 since it was planned to be drafted on November 11, 2022. Since we did not receive notice the system will attempt to draft your repayment in full or increments until the repayment is 100% collected. We do offer substitute options, and the supervisor assisting you will go over all of your options with you, including the option to completely disconnect from your bank through our third-party provider, Plaid. Our supervisor should contact you shortly. Please feel free to get in touch with us directly at ************************************** if you have any additional inquiries.

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18444275
  
  I am rejecting this response because:

   

  i repeatedly REPEATEDLY revoked authorization to this account due to its compromised nature. And yet STILL it was charged $107 yesterday. I was barely given a chance to pay through alternate means when it was yanked out. Klover had already cost me 350 in NSF fees due to their refusal to remove a COMPROMISED account that I REPEATEDLY asked to be removed. Then when I deposited money into the account to repay the $350 in fees that KLOVER cost me, they then clawed back ANOTHER $107 and sent me back into the negative. I REPEATEDLY!!!!!! ASKED THAT ACCOUNT TO BE REMOVED!!!!! 

   

  Klover has purposefully and maliciously cost me now HUNDREDS of dollars because they refuse to honor the revocation of authorization on a STOLEN account. 

   

  i woukd like at MINIMUM my $107 returned since I was barely given a chance to pay through alternate means. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/03/2022

  Hello there,

  This is Magie from Klover. I apologize what you are experiencing. Please know that in all of the emails we exchanged, there were no screenshots of any additional charges from Klover that do not include the payment. I can see that the payment was already made. Since you reached out passed the 3 business days required to revoke your account, we were not able to stop the payment. However, I have gone ahead and submitted a refund for the payment of $107.10. You can expect the funds back in your account within 3-5 business days. Due to the fraud you are experiencing, I have gone ahead and closed your account. Please be sure to get in touch with your bank to help protect your account. If you have any further issues, please send us an email at **************************************. 

  Thank you,

  Magie

  Klover Support Supervisor 

   

  Customer Answer

  Date: 12/05/2022

   
  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:11/05/2022

  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.

  My account has been useless for almost a year now now, and customer service legit couldnt care less. I get the same run around answer of waiting 3-5 business days for my advance to process so I can build my profile and approved amount, and after reaching out for one week, 2 weeks and a month later, they tell me to wait 3-5 business days again- aka, they l couldnt be bothered to read my original message in general lol. They get access into my account and charged my card to make sure they could get my repayment but they never do and so Ive been waiting, reaching out, and am in the same place over 6 months later because theyre so unwilling to help. I was active with the app, uploaded receipts, engaged in activities, so not only does customer service ignore me, i only get $1 in rewards after being told get **** points to cash out!! Well thats not easy, but here I am , **** points later, theyre still careless about fixing my advance and my so called reward for the time I put into the app was $1 ??dont waste your time

  

  Business Response

  Date: 11/08/2022

  Hi ********, I'm really sorry for the poor service you received from our support team. This makes me unhappy to hear and I will address it with my team. I checked your account and can see that you have an outstanding advance that was due for repayment on 06/13/2022. Our system has tried to collect payment multiple times for this advance but have been unable to collect for some reason. I can offer you a way to pay outside of our app if you are comfortable with that. Once the payment is made, you should be back in the clear to utilize your account as normal.

  I also did some research on your eligibility. Eligibility is determined by a number of factors, but the biggest factor is paychecks and pay cycle. Our system can only recognize paychecks that are exactly 7 or 14 days apart, and are deposited on a Thursday or Friday. We also need to see at least 3 consistent paychecks that meet this criteria over the course of the last 60 days. I can see your most recent paychecks are from Friday 10/7, Thursday 10/20, and Tuesday 11/1 from your employer Trinet Payroll. This is why you are currently marked as ineligible for an advance. I know it is super frustrating and although there is nothing we can do on the support end to change this information, I did want to provide it to you so you have some insight into our system. 

  If you would like to repay your advance outside of the app, please email *************************************** and put the subject line as "Speak to a supervisor for payment". 

   

  Thank you,

  Klover Support

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a payday loan for $130 on October 29. Payday is always on a Friday. Which the next payday to repay loan is Nov 4. That was also what I told to a representative that tried to tell me it was November 3. I kept telling him the point in getting a payday advance is to carry u thru til payday. The agent told me rest assure that if the money wasnt in the bank they would not withdraw. Today November 3. I had $65 in my bank acct. Klover withdrew $60. Left me with $5. I borrowed $20 from my sister for lunch. She put in my acct. I had $25 and immediately Klover withdrew that $20. Again leaving me with $5 and its not payday. I will never use this company again. Horrible horrible horrible.

  

  Business Response

  Date: 11/04/2022

  Hi ******,

  I'm so sorry for the confusion caused on our part. I'm happy to explain what happened with your account. I can see your paychecks come from your employer *****************. Prior to 10/20, your paychecks came every 14 days on Friday, which I can also see. However, you received a paycheck a day early on Thursday, 10/20. This paycheck caused our system to get confused. Even one paycheck being off one day can throw the algorithm off. It is very sensitive and requires very strict pay cycles. This is what caused your advance on 10/29 to be scheduled for repayment on 11/03, a day before your paycheck was to arrive. The system thought your paychecks changed to Thursdays which is why it scheduled it on Thursday 11/03. I am so sorry for the inconvenience!

  We never want to be the cause of financial hardship for our customers. I have just issued you a one-time courtesy refund for your repayment of this advance, totaling $139.18. It should be back in your account within 3-5 business days. That being said, I cannot guarantee this will not happen again if your paychecks are not 100% consistent. Please keep this in mind next time you receive a paycheck early, especially with the holidays coming up, because I know holidays can throw off pay cycles. If you request an advance again in the future, please make sure to confirm the repayment date works for you if it is scheduled outside of your paycheck. 

  Again, please accept my apologies and feel free to email us again if you have any issues. Thank you.

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** complained and sent multiple emails I just want my money back in DONT use the app I cant sign into my account nor dont use this app.!!! They wanna keep sending emails I dont care about ************** non of this bs just she my **** money.!!!

  

  Business Response

  Date: 11/03/2022

  Hi there, I'm so sorry for the trouble. Once an account is deleted, we no longer have access to banking information, or the ability to refund charges. We can offer refunds in the form of CashApp, Venmo, PayPal, Zelle, or an Amazon Gift Card. We attempted to send you a refund via CashApp, as that was the username you provided to us, but CashApp was not populating an account under that name. We told you the account was not populating and asked you to confirm the name, which you then replied that you don't have CashApp. We asked you again how we could send you the refund, to which you replied that you would accept a gift card. The Amazon gift card has been sent in the amount of $3.99 as of today, 11/03. Please reach out to us at ************************************** with the subject line "Speak to a supervisor" if you do not receive your gift card within 24 hours. Please also be sure to check your spam and junk folders for the gift card from Amazon. Thank you!

• Initial Complaint

  Date:10/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I had fallowed the cancle membership procedure but was ignored and charged again... I let them know that because they won't let me use the plus service because my phone number was not acceptable, that I would like a refund for the month of September and to go ahead and cancel the plus subscription. I shouldn't have to pay for an otherwise free service they provide. So , it's been about 2 weeks and have not gotten the cancellation notification. And was charged yet again .. please maybe you could help out .I could not find a working number to contact . And they aren't to good at responding to emails through support either .. thank you have a nice day..

  

  Business Response

  Date: 10/15/2022

  Hello there! I can see that we sent you a response under ticket number 548019 and had not heard back. No worries, I was able to refund you the membership fee for September, along with 2 past fees. It will take 3-5 business days to see the funds reversed into your account. I will be sure to delete the account once I see that you have received the refunds. Please feel free to follow up with us at any time at ************************************** if you have any questions. So sorry the issue was not resolved on our platform. Have a nice weekend!

  Klover Support Team 

• Initial Complaint

  Date:10/07/2022

  Type:Sales and Advertising 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 faithfully paidback every advance of ****** to this app. They say that it takes 1 to 3 business days for advance to show. They took out my money on Friday and today is 5 business days later and the advance available is *****. They have ruined my entire money process.

  

  Business Response

  Date: 10/11/2022

  Hello ******,

   

  We appreciate you trying to get in contact with us. It looks like we were able to send you a detailed response under the ticket number ******. It looks like changes in your payroll information caused changes in your advance eligibility. If you would like to learn more about what happened with your account, please email us at ************************************** with the subject line, "Speak to a manager" and we will have our leadership team follow up with you. We truly hope to clear up some confusion. 

   

  Thanks!

  Klover Support Team

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18180875
  
  I am rejecting this response because: my salary did not change when your were able to take 108 out of my. Account. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has to be the worst business Ive ever encountered, they charge your card even if you remove it from their system, they charge your card when youve email and asked them to return your money, they charge your card even if they never paid out anything, sometimes itll say it paid out and never show up to your bank account, they no longer have a working number so everything is through email and the system is horrible! I wish I never came in contact with this app its been the biggest nuisance Ive ever encountered and I work retail. This business should not be in business because they are horrible horrible people with a horrible horrible attitude and a horrible horrible experience and a horrible horrible way of handling things and horrible horrible service

  

  Business Response

  Date: 10/04/2022

  Hello there, my name is ******  I am a manager here at Klover Support. I would love to get you refunds on these charges. Please reach out to us at ************************************** with the subject line, "Requesting to speak to Magie." I would be more than happy to help you with this matter! I hope to hear from you soon! 

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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.

  The bank I use to link to Klover app was compromised so they reissued a debit card. I sent support an email asking if they can debit the bank account directly and they said no. So how am I supposed to pay them back?

  

  Business Response

  Date: 08/30/2022

  Hey ********, 

   

  We have received your request and I can confirm that we are not able to change your payment method at this time. Please allow our system 3 business days to try the payment via ACH. Please keep in mind that the payment process is automatic for 3-5 business days after your payment date. If the payment is not collected from the bank account on file by Friday September 3rd, please follow up with us by email. I can certainly get you set up with a different payment method then. 

  Thank you!

  Magie

  Klover Support Supervisor 

  Customer Answer

  Date: 09/06/2022

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