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:02/10/2025

  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 requested a cash advance from Klover worth $40. The funds were never transferred to my account, however, it was charged from my bank account. I have engaged the merchant several times and received only one response indicating that they were investigating the matter. This has never happened to me before, especially with a company that does not respond to its customers.

  

  Business Response

  Date: 02/18/2025

  Hi there,

  I apologize for the late response. I was able to figure out what happened. There was a bug that was charging you for a payment when the advance was not sent. It looks like the advance you requested on 2/7 failed. Then the system charged you $45.89 on 2/10 when the payment date was originally scheduled. Your case was escalated to my tech team to resolve this bug and the issue has been fixed. We were able to send you a refund to your account and I can see that those funds were successfully refunded to your account. 
  Also, I noticed that you requested a new advance on 2/14 and the payment date was set for the same day. Typically, the system will allow you to request an advance if your payment is on the same day. Since the funds were immediately collected after you requested that second advance, I also sent a refund for $28.99. You can expect these funds in your account within  3-5 business days. Since I understand this has been such a horrible experience, I also sent over an additional ***** points to your account to help you request the next advance. Please know that this issue has been fixed and we apologize that you were affected. If you proceed to have any issues again, please feel free to ask for a manager so that we can get you situated. 

  Thank you for your patience and understanding. 
  Magie
  Klover ****************** Team 

• Initial Complaint

  Date:01/31/2025

  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 have reached out to Klover customer support on multiple occasions on numerous occasions and have yet to receive a response to a single one. They also state that they have online chat available from 9am-330pm CST; however, no one is ever available to chat. Most recent attempt to access support was on January 23. I have since reached out to them three additional times with no response. They stated that within 24 hours you will have a response , yet no one responds. However, after 24 hours they do send out a feedback form regarding the support that was received. To change repayment of an outstanding advance, Klover states that you need to reach out 2 days prior to payment date. I reached out to them initially 4 days prior to due date and then again 2 days prior and have since done so three more times and still absolutely no response. I was in need of changing my repayment date as I had an emergency housing situation and didnt have ability to make payment as funds were needed to allocate to a place to stay. Payment day arrives, and although I didnt have the balance to pay, they withdraw any funds I had remaining in my account and continue to do so whenever any sort of money goes into my account. Being unable to make modifications through my app or by contacting customer support, I am unable to access any sort of funds because they keep withdrawing, and I cant pause it. It has placed me in a horrible situation.

  

  Business Response

  Date: 02/06/2025

  Hi there,

  So sorry you had an issue with a payment. I checked our records and I see that you reached out on 1/29 and 1/31. However, your payment was already due on 1/27. We were not able to approve your extension because we require a 2 business day notice to process the request. We did inform you on this policy on 1/30 and did not receive a follow up. 

  If you reached out from a different email address, I would not be able to see those records without the email you used to send your request. I just sent you an email response today, in hopes of gathering that information. For reference, my response is in ticket number 1763760. 

  Additionally, I checked our chat records and I haven't seen that you attempted to reach out during our available chat times. Unfortunately, you will not be able to reach a chat agent if it's past our available times. I truly apologize for the experience you had on our app. To view our Payment Extensions policy, I invite you to check out our Help-Center. 

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

• Initial Complaint

  Date:01/31/2025

  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 am being charged for something that Ive never used. This charge occurs as as a withdrawal from my checking account for a product I never used or had access to. 4.99 monthly for 5 months unauthorized ************

  

  Business Response

  Date: 02/03/2025

  Hello Lia,

  I reviewed our records and it looks like I sent in a response on Friday, 1/31, to inform you that the membership has been cancelled, refunds were sent, and the account has been closed. For your convenience, I will review the same information from my email with you here. You can also reference our conversation if you search ticket number 1761958 in your emails. 

  I was able to locate a Klover account with the phone number you provided. This account was created in June 2024. A debit card was linked in August which automatically signs you up for the membership. Since you got the first month free trial, there have only been $4.99 charges since September 2024. I have refunded all 5 charges you saw on your end. The funds should be back in your account within 3-5 business days. If the funds are not in your account by 2/10, please feel free to reach out to us at ************************************** and request to speak to me directly. I can get this sorted for you. 

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

• Initial Complaint

  Date:01/29/2025

  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 withdrew money out of an account that was not authorized by me. I was not notified about the transaction. The amount was $231.96. I was told by the customer service *** that the account was the one on my file and I responded no it was not. I gave the *** my account number and card number that I have on file with them and the ***ayment date was on the day it was pulled. The account that they pulled out of is not my money as I am just on the account for signing if something was to happen to the other person. I was then told that Klover could not issue refund. I told them they needed to pull that payment out and take it out of the correct account. Which now I am waiting for someone to get back to me about the error which they do not believe it is. I was told that the ***ayment date was the day they pulled the payment from the wrong account. If there was an issue with the correct account I was not notified about it and I sure was not notified that the payment was coming out of the wrong account. If I was I would have denied that and made sure the correct account would have been used. This has caused a huge issue between me and the person that owns the account. I don't even know how they got access to this account in the first place. I am willing to make the payment out of the right account if they would just reverse the one out of the wrong account.

  

  Business Response

  Date: 01/31/2025

  Hi ***,
  I just reviewed your account and the conversation you had with our agents. I understand the urgency of your request, so I sent over a response to the original email/chat you had open. For reference, I sent a response in ticket number 1757747. Please know that when you link your bank account, you are giving Klover access to all accounts linked to that bank account. If we are not able to collect a payment from the primary account you set, we will attempt to collect from any secondary accounts. This is also listed in your advance details at check out. When you click the checkbox that allows you to request the advance, you are notified that automatic payments will be collected from secondary accounts if we cannot collect from the primary checking account you linked. 

  Since you requested to make the payment from your account and reverse the payment to this other person's account, I have set up a solution for you in my email response. Please be sure to respond to that email as soon as you can so that we can make an exception to our policy as a one-time courtesy and reach the preferred solution. 
  Thank you,
  Magie
  Klover ****************** Team 

• Initial Complaint

  Date:01/27/2025

  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.

  Hello, I bought a subscription to Klover for $4.99 seeking to use their points rewards system for ****** gift cards. After watching several hundred video AD's and accumulating in total ****** points across the span of a week, then redeeming them for $53.00 worth of amazon gift cards, I did not receive the gift cards. I am filing this complaint seeking compensation for the ****** gift cards I did not receive. If there is a set number of video AD's that can be watched, then there should be barriers in place to prevent me from watching more than the limit. I am asking the BBB to investigate and seek compensation for the funds I did not receive being the $53.00 of amazon gift cards along with my $4.99 subscription to be refunded. Response from Klover support below."Hi ******, Thanks for your patience here! My name is ***** and I'm a Lead here at Klover. After conducting a thorough investigation into your account, we have determined that you are using the Klover application in a way that is not conducive to the manner in which it was designed. In accordance with our ******************* "Klover may suspend, cancel, limit, or revoke your access to and use of the Site or the Services and/or terminate these Terms and the agreement between you and us or your Klover Account at any time without notice, with or without cause, in our absolute discretion, to the extent permitted by applicable laws." We have a maximum number of ads a user can watch within a ******* period, and after an investigation into your account, it was found that you have exceeded that number on multiple occasions. At this time, your ability to utilize Klover's Amazon cash out feature has been revoked and you will be unable to cash out for ****** gift cards moving forward. Any pending or future ****** cash outs are considered null and void at this time. Should you have any questions, please do not hesitate to respond directly to this message. Do note, however, that this decision is final. Best,Caleb"

  

  Business Response

  Date: 01/31/2025

  Hi ******,
  I have been in contact with the manager who responded to your request for ****** gift cards. We were able to make an exception to your account and send the gift cards that were initially denied. Those gift cards should be sent within 1-3 business days, please be sure to check your email on file. 
  I can confirm that we do have a system in place that limits Ad Watch in a 24 hour timeframe. However, we were able to find that this limit was manipulated somehow. Per our Terms and Conditions, we disclose that we are able to deny Amazon Cash Outs when we can see that the limit has been tampered with. If we continue to see similar fraudulent activity in your Klover account pertaining any points, we may not be able to make additional exceptions to our terms of agreement. Please know that when you enter our app, you are accepting these terms and agreeing to penalties we have listed. We hope you can understand. 
  Kind ************************************************************** Team 

• Initial Complaint

  Date:01/06/2025

  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 Dec 30th, 2024 I cashed out ***** points (****** dollars) on the frisbee app owned by klover holdings for an Amazon gift card. It said I would receive the card in 1 to 2 business days. It is now Jan 6th, 2025 and u still have not received anything. I reached out to customer support on Jan 3rd, 2025 and received and email saying the team was looking into it but no response since. I dont think they should be allowed to have the frisbee app if they are not going to follow through with what they offerr.

  

  Business Response

  Date: 01/09/2025

  Hey *****,
  I would love to help you with your request, however, the phone number and email address you provided are not popoulating a Klover account. Unfortuately, I am not able to look into your request and give you an answer. I highly advise you to reach out to ************************************** and ask for Magie. I will be glad to help locate your account and find a resolution. I will be awaiting your email.
  Magie
  Klover ****************** Team 

• Initial Complaint

  Date:12/27/2024

  Type:Product 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.

  Request #******* I contacted Klover on December 21st because I received a message stating that I would no longer be able to get an advance due to my phone number. However, on December 15th I received an advance and repaid it on December 16th. Then I received the message. I contacted Klover and was told by an employee that the IT department will override it since I have been a loyal customer and it should work within 1-3 business days. Those 3 business days has passed. It is not right that I signed up for all of those things to get points and then now being told I cannot use the app when I was just using it. I also find it insane that you cannot update any information and was told that I could delete my account and create a new one but points do not transfer. So I would like for VOIP to be voided as stated so I can use the application or delete my account and transfer my points over.

  

  Business Response

  Date: 12/30/2024

  Hello there,
  So sorry to hear that you were having some issues. I can see that you confirmed that the issue was resolved on 12/28 in request #******* and you were able to get through without deleting your account. I can also see that you requested an advance and already paid it back. I am not seeing where there is a pending issue on your account. You seem to be moving forward with no issue. If you proceed to have trouble, please feel free to follow up with us at ********************************************************************. 
  Thank you, 
  Magie
  Klover ****************** Team 

  Customer Answer

  Date: 01/02/2025

   
  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:12/19/2024

  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.

  Impossible to delete your account. You wait in line for live chat for forever to deter you from even trying. As if theres exactly 30 people ahead of me every time I try? Yea right. Do better. Delete my account!

  

  Business Response

  Date: 12/23/2024

  Hello there,
  I'm sorry to hear you had some trouble with our chat room. We have had an influx of incoming chat requests due to the holiday so we apologize for the delay. It looks like you were able to reach a chat agent and have your account deleted on 12/19/2024. If you need any additional assistance, you can always email us at ********************************************************************.
  Happy *************************************************************** Team 

• Initial Complaint

  Date:12/13/2024

  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 had a account with them. I haven't been able to get into my account for months. I'm guessing they locked me out. But they take $8.00 from my bank account every month and I have no way of contacting them about this problem.

  

  Business Response

  Date: 12/16/2024

  Hello, 
  I am so sorry to hear about your experience. I was able to locate an account with the email you provided. Back in June, I see that you attempted to delete your account in the app which explains why you were not able to access it. Since the account was not properly deleted, we were still able to charge you for a $4.99 membership twice. No worries, I have sent over the 2 refunds and they should appear back in your account with in 3-5 business days. 
  Since you showed interest of accessing your account, we were also able to cancel the delete attempt. Your account is active and you should be able to log in with the email you provided. My tech team was able to locate a small bug for account deletions in app and fix the issue right away. If you wanted to move forward with deleting your account, you can go ahead and delete from your profile settings. You can also send us an email at ************************************** to ensure that your account is deleted. I apologize for the mix up and we appreciate you reaching out about this issue so that we can fix an unknown bug. Please feel free to send us an email if you proceed to have any issues.
  Thank you, 
  Magie
  Klover ****************** Team

• Initial Complaint

  Date:12/12/2024

  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 after I requested an account deletion quit using thier services and have repeadly asked sent emails and tried to contact someone about charging my bank every month, have yet to stop payments from being taken from my bank account. I have requested refunds and even simply asked to have the payments stop. I never receive a reply and haven't used the service in well over a year. But they keep taking payments in two increments one of 1.99 and one of 2.49 every month almost as soon as I get a deposit they charge.

  

  Business Response

  Date: 12/16/2024

  Hello there,
  I checked the email address you provided and it looks like we actually have an open email thread with you. I have taken over that email and gave you specific details on your request. To summarize, I found 2 separate Klover accounts with the information you provided in your email. One account was being charged $1.99 and the other was being charged $2.49 for membership fees. I have cancelled both membership and provided refunds for the fees in both account from this year. The funds should be back in your account within 3-5 business days. Please reference the ticket number 1657950 in your emails to find more details and feel free to follow up with me if you have any additional questions.
  Happy *************************************************************** Team