Complaints
Customer Complaints Summary
- 146 total complaints in the last 3 years.
- 77 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/02/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My account was deactivated y a an administrator and I have no idea why Im no longer able to access my account especially when they are still along fees out of my bank account stillBusiness Response
Date: 12/02/2024
Hello there,
So sorry to hear you were having trouble accessing your account. I was able to find the account under *************************************************** with the phone number you provided. I can see that this account is active and was logged into today. Are you certain that you not referring to another account? Please feel free to email us at ************************************** about this issue so that we can take a look at the issue.
Thank you,
Magie
Klover ****************** TeamCustomer Answer
Date: 12/12/2024
Complaint: 22619341
I am rejecting this response because:I the member have not been able to sign into the account for over a month or more if someone logged in it wasnt me and the account has been compromised and furthermore I need this account deactivated because Im not able to sign in
Sincerely,
****** *******Business Response
Date: 12/13/2024
Hi again,
So sorry you are still not able to access your account! I can see that the last time you logged in was 11/2. Please send us an email at ************************************** listing all email addresses you own. We would love to get to the bottom of this and get you access to your account. If you ask for a manager or Magie specifically, we can prioritize your case.
Thank you,
Magie
Klover ****************** TeamInitial Complaint
Date:10/19/2024
Type:Service or Repair IssuesStatus: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 amount in $4.99 was taken out of my account without my authorization. I have not subscribe to this company and I don't have any knowledge of giving anyone my account information. I just would like my money backBusiness Response
Date: 10/21/2024
Hello there,
So sorry to hear you were having some trouble. I checked our email history with you and it looks like you reached out on Saturday. My team has already cancelled your membership and sent over a refund for $4.99. You can expect those funds back in your account within 3-5 business days. Please know that once you link your debit card, you are automatically opting into our membership program. It looks like you initially linked your debit card on 8/19/2024, however, you can always cancel the membership in the app. Please follow up with us if you have any additional questions.
Thank you,
Magie
Klover ****************** TeamInitial Complaint
Date:10/16/2024
Type:Product IssuesStatus: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 can't sign in to my Klover account. My email and password are good but my phone number is not accepted. I receive emails at my registered email account. I've been trying for over 2 months to get help. The chat and email is inside the app which I'm not able to access. All emails online are returned as a bad domain and Zendesk is saying I'm not authorized to send to the account ********************** provides with them. I can't close an account because of not able to access the app.Can you help me.This seems so wrong that to coverse with a company one must install the app and establish an account. Utterly ridiculous.Business Response
Date: 10/18/2024
Hello there,
I apologize for the experience you've had on our app. It looks like the communication issue might be with your email domain. I sent you two emails, one from ******* and one from my gmail. If you are able to access these emails, please respond so that we can determine if this is why you are having trouble getting in contact with us.
I also deleted your account under ***********************************. It seems that you created the account a couple weeks ago then never logged in again. This was the best option to try to identify the issue. Please try creating the account again and let us know on the BBB platform if you were still not able to create your account. Keep in mind, we only allow customers to create and access their ********************** accounts if they are located in *****************. If you were outside of the ** while trying to log in, this could have been the reason you were not able to get through. I look forward to your responses.
Thank you,
Magie
Klover ****************** TeamInitial Complaint
Date:10/11/2024
Type:Billing IssuesStatus: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 wrote to Klover today 10/11/2024 to let them know that their app was acting crazy about my bank information and they told me to log out then back in and RELINK MY bank account. We'll that's when everything went haywire...long story short Klover have shut my account, I had ****** points for all my cash advances I mind you and now they took it upon their selves and close my account, will you please open my account back up so I can do what I need to do? Plus please return my membership fee!!!Business Response
Date: 10/15/2024
Hi there,
So sorry you were having some issues on the app. I reviewed your account in detail. It looks like you initially reached out because you were no longer able to relink your bank, Charlie ********** I checked the connection status and it looks like we no longer can accept your bank due to some recent changes. Currently, Charlie ********* is not allowing us authorization to your bank data, therefore, you will not be able to link it anymore. We are unsure of why there have been changes, but without authorization to your bank data, we are not able to link correctly and offer advances.
Additionally, I believe you are experiencing a new bug out in the field. When some customers try to link a bank that is no longer accepted, the app crashes and prevents you from logging in. Some customers are in an endless log in loop and I believe you may have seen the "No Account" error which lead you to believe that your account was deleted. I can confirm that your account is active and your ****** points are in tact. I would really like to confirm what your experience is so that I can report this over to my tech team. They are still looking into the issue but we would like to add you to our list of affected users.
I have sent you a follow up email so that I can gather more information from you. Please be on the look out. Lastly, my team already confirmed that they sent a refund of $4.99 for the membership fee charged. You can expect these funds within 3-5 business days. I look forward to your email response so that we can get to the bottom of this issue.
Best ************************************************************** Team
Initial Complaint
Date:10/09/2024
Type:Order IssuesStatus: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.
Signed up with them on September 10th, 2024. They charged me 4.99 for an app that doesn't offer cash advance, just watching ads for points. I don't think that I should be paying them to watch ads, to earn points to POTENTIALLY be offered an advance option. They take money from my account, and there's no service or benefit. I feel robbed. Please have them stop monthly charges. I've canceled my subscription on 10/09/2024. Thanks!Business Response
Date: 10/11/2024
Hi there,
So sorry to hear that you were not eligible! Please know that a membership does not guarantee that you will be able to request an advance. The membership offers different features like Credit Monitoring, ****** gift card cash out, Monthly Spending etc. Since you have already cancelled the membership, I went ahead and sent a refund. You can expect the $4.99 in your account within 3-5 business days. Please note that if you proceed to link your debit card again, you will automatically be opting in to our membership program. In this case, you may follow the same steps to cancel your membership.
I checked your account and see why you were not eligible for an advance without using points. To pre-qualify you for an advance, we require 3 consistent paycheck in the last 90 days to come in at either a 7 or 14 day pay cycle and consistent pay amount to be $250+. The most recent pay check I see if from 9/25 for $227. This explains why you were not qualified.
Lastly, I see that there are some issues with your bank link. I reset the bank on file, we ask that you log in and relink your bank account so that we can have the most updated information on file. I hope this helps. We haven't received any email from you pertaining these issues. Please feel free to contact us at support @****************************** so that we can discuss these issues further.
Thank you,
Magie
Klover ****************** TeamInitial Complaint
Date:10/07/2024
Type:Service or Repair IssuesStatus: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 postponed my repayment but I need a little more time, and am asking for an exception. I am dealing with a death in the family. I would appreciate the help.Business Response
Date: 10/08/2024
Hi Haley,
We are so sorry to hear about your current situation. On 9/23, you reached out to us for a payment extension. We were able to move your payment from 9/27 to 10/11. While we only extend each payment once, we are willing to make an exception to our policy and extend your payment until 10/25. We didn't receive any other emails requesting another extension, nor did you list a preferred date. If you need a little more time, please contact us at [email protected] and request to speak to Magie and I can make that exception for you.
Please know that my team is trained to strictly follow our policy and only I can make this exception for you. I hope all goes well and may your family member rest in peace.
Kind Regards,
Magie
Klover Support Management TeamInitial Complaint
Date:10/04/2024
Type:Billing IssuesStatus: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 recently discovered this business has been leaching money from my bank account for who knows how long. It's been Years since I even used that app. I know for a fact I never gave them permission to take money from my bank account for any reason. As far as i'm concerned these people Have been stealing money from me. But i'm sure somewhere in their Is explanation , they will claim that by using the app I agreed to something I didn't know I agreed to. These people are shady and they are thieves. I just want them to stop taking money out of my account nowBusiness Response
Date: 10/07/2024
Hi there,
I checked the phone number you provided and found an account under ***********************************************. I can see that in 2022, you opted into our membership program by linking your debit card. No worries, I cancelled your membership, disabled the account and sent refunds of $3.99 for this year. You can expect the funds back in your account within 3-5 business days. Also, I checked our records and I see that you have not reached out to us to cancel the membership. Please know that you can always send us an email at ************************************** and we will be able to assist!
Thank you,
Magie
Klover ****************** TeamCustomer Answer
Date: 10/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:10/03/2024
Type:Customer Service IssuesStatus: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 using this app for small cash advances to get me by until I get paid! Just recently I was blocked by Klover from getting any advance because they said I had a negative balance in my account which is untrue! I have contacted customer support but they have said that the system said I was negative in my account and now I need to get points to get any advance thats not correct!Business Response
Date: 10/07/2024
Hi there,
So sorry to hear you were having some trouble requesting an advance. I checked your account and I see that you requested a points-based advance on 10/4. Please know that your balances was not the major issue for the change in eligibility. I checked your paychecks and I can see that your pay amount has changed. It looks like you used to get paid $800+, however, since September, we noticed that your paycheck dropped as low as $331. Since there was a major dip in your pay amount, there was a major change in your advance eligibility.
Please know that to be pre-qualified to request advances without using points, you must have a consistent pay amount. Since the system detected the dip in paycheck amount, you were offered a smaller amount of cash. Once the system can detect 3 new and consistent paychecks, your eligibility may improve. For now, you will remain in our points program where you can only request an advance using points until you are eligible again. I hope this helps. I understand my agents have attempted to explain this as well. If you need further clarification, please feel free to email us at [email protected] and ask for Magie or management to assist further.Thank you,
Magie
Klover Support Management TeamInitial Complaint
Date:09/27/2024
Type:Service or Repair IssuesStatus: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 will not fix my account. ********************** is a payday lending service that uses your paychecks to determine if you are eligible for advances. They charge you a monthly fee to use this service. My klover account is stuck on a points system. Meaning, I have to earn points to cash out. When I reached out to two reps about this problem, they stated I had too many paychecks flowing in and it messed up the system. Klover states they can not fix the issue and they are still charging me money. They refuse to close my account and allow me to set up a new one so I can go back to using the system has it was originally designed. This company has a terrible contact system of emails, or live chat or leave a message. Then, they give you scripted answers or end the live chat without actually resolving your concern. I am requesting help and getting my account repaired as it is outrageous to have to earn ***** points to get cash advances. When the system is supposed to only be advertised as a paycheck cash advance service. I even told them my paychecks have been separated into two bank accounts to prevent this problem, but the company ignores my replies.Initial Complaint
Date:09/20/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Klover is an app that states you can borrow from a cash advance all you do is put in your demographic information and banking information along with debit card for where funds should be deposited. After 1 week of submitted my info earning points to receive an advance. I was never granted an advance I reached out to the support team in which I have the documentation and no advance was provided the have taken money from my account to verify the account was active and then nothing further and the support team kept responding try a different account an i then use a different account they take money but provided no cash advanceBusiness Response
Date: 09/25/2024
Hi ******,
So sorry to hear you were having some trouble on our app. I checked your account and I am not seeing any paychecks being deposited into that account that meets our requirements. To request an advance, you must have direct deposits from your employer that are $250+ at a consistent rate of either 7 or 14 days. Since we cannot locate any pay checks with these requirements, we are not able to offer you an advance. When linking a bank, we will always disclose the requirements. You will be asked to link the bank account that meets these pay check requirements. So sorry we were not able to approve your account to request cash at this time. I would highly suggest returning to the app when you have met our requirements.
Thank you,
Magie
Klover ****************** TeamCustomer Answer
Date: 09/26/2024
Complaint: 22312588
I am rejecting this response because:
Sincerely,
****** *****. I make well over 250 direct deposit. So no i will never return to this app. Please return the fees taken. This app is false advertising and to make this statement unacceptableBusiness Response
Date: 09/27/2024
Hello again,
Since you stated that you do have eligible paychecks, I would highly recommend linking the bank account where you get paid. At the moment, we cannot see these paychecks, therefore, cannot offer you an advance. If you end up linking the bank with the eligible paychecks and still come across any errors, please feel free to email us at ************************************** so that we can look into the issue.
Thank you,
Magie
Klover ****************** Team
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