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:10/03/2024

  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.

  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 Team 

• Initial Complaint

  Date:09/27/2024

  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.

  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 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 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 advance

  

  Business 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 ****************** Team 

  Customer 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 unacceptable

  

  Business 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 

• Initial Complaint

  Date:09/16/2024

  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 company is predatory , number one i earned points they dont wanna pay up they lie , then they sit and wait for money to enter account even after i payed off my first one now they just steal my payment date was not today , my payment was due 09/19 i just got my refund yesterday how is this possible? this is a scam

  

  Business Response

  Date: 09/18/2024

  Hi *****,

  We've received your inquiry and would be happy to assist you with this matter. We investigated the account under ********************* and can confirm you had partial payments for the advance that was due on 9/18 originally. We can also confirm you opted to pay early on 9/4 in the app, however, this was unable to be charged on this day. The repayment was for $58.13. You received a charge for $15 on 9/13, and a charge of $43.13 processed on 9/13 but cleared on 9/17. You were able to request an advance on 9/15, with a due date of 9/19. The two charges you received were for a total of $58.13 completing the repayment of your first advance request. You were not charged early for your advance requested on 9/15. The $43.14 charge began processing on 9/13 and cleared on 9/17 and was the second partial payment to complete your first repayment that was due. You currently still owe $143.35 on 9/19 for the advance requested on 9/15.
  
  As far as any points offers you have completed, please reach out to us directly at ************************************** and provide us with screenshots of the confirmation emails you received after signing up for those offers so that we can confirm and manually add your points to the account. If you have any additional questions or concerns, feel free to contact us directly for assistance. 

  Kindly,
  Klover Support Team

• Initial Complaint

  Date:09/14/2024

  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.

  I have asked this business in writing to stop debiting money from my account . I have obtained an attorney for bankruptcy and have filed. Three of your customer service representatives have refused to obey the law. By federal law if I ask you to remove the bank account on file even if I have given your prior consent you have to remove it. I have filed chapter 7 bankruptcy due to circumstances beyond my control. I need your legal departments number so my attorney can contact them. Thank you!

  

  Business Response

  Date: 09/17/2024

  Hi Morena,

  We've received your request, and would be happy to assist you today. We can confirm that our team received your bankruptcy update and as of 9/15, your account under *********************************** was disabled, and no payment is to be collected. We apologize for any inconvenience this has caused. Please feel free to contact us directly if you have any additional questions or concerns at ********************************************************************. 

  Kindly,
  Klover Support

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22285431
  
  I am rejecting this response because: while I appreciate that you responded. I would like to know why your customer support did this and why it had to get to this level. I even sent in the request in writing and advised I was filing chapter 7 bankruptcy and still told no . You can get fined for that because Im in a state of stay right now due to the bankruptcy. You guys need to either train people better or get someone who know what they are doing. Bankruptcy is debilitating enough and humiliating. This was wrong . 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 09/23/2024

  Hello there,

  I have reviewed your communication with us and I see that you initially reached out because you were having an issue with a payment date. Then on 9/13, I see that you sent in a revoke request when your payment was due on 9/11. Since we require a notice of 3 full business days before your payment is due to approve your request, we denied your revoke. Please know that this policy is stated in our Terms and Conditions. However, I did notice that you replied on 9/14 stating that you have filed for bankruptcy. 

  Please note that filing for bankruptcy and requesting to revoke your account are handled differently. Regardless of the date you reach out, we will approve your request to stop a payment if you have informed us that you filed for bankruptcy. However, as previously stated, we will need a notice of 3 business days to approve revoke requests. This is why your request was initially denied. I would highly suggest adding some documentation to prove that you have filed for bankruptcy. My team did not ask you for this information because they understand that you have already shared frustrations over the process and took your word for it. I truly hope this helps. If you have any other questions, feel free to send us an email.

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

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22285431
  
  I am rejecting this response because: if you read the message I provided you with my case number. I also asked for your legal department number so my attorney could contact them in the BBB complaint and you walked around that information. It doesnt matter if I gave three days notice. Read your messages and provide me the legal **** number so my attorney can contact them. He needs the legal **** number not a supervisor. Go back to message I provided my bankruptcy court case number. By law , that is what you need. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:09/11/2024

  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.

  Have followed all the guidelines to get an advance, paid for a membership to get said advance. Have been back and forth with the sad excuse for customer service **** they employ to get absolutely nowhere. Have added my debit card to klover multiple times, account shows the micro deposits and withdrawals and still haven't been approved for an advance. **************** says 2-3 business days for a resolution but no resolution has come to fruition. Starting to seem like a scam.

  

  Business Response

  Date: 09/17/2024

  Hi *****,

  We've received your request, and would be happy to assist with this matter. Please note, although you may qualify for a higher advance amount, this can change based on information our system is seeing from your bank. If your account has a higher amount of negative balances, this can lower your eligibility in the app, or even cause you to not qualify for an advance. After reviewing your account, we can see that you were previously qualified for an advance, however this changed due to a higher number of negative balances on the account. Since eligibility is automatically provided by our system, we're unable to manually change this on our end. Having a Klover+ membership does not qualify you for an advance. The membership offers additional resources within the app such as credit monitoring, and has no affiliation with your advance or advance eligibility. 

  I do apologize for any inconvenience this may have caused. For more information regarding eligibility in our app please use the following link ******************************************************************************************************. We also received your request to delete your account and information, as of 9/17/24 we are waiting for your membership refund to process so we can complete your account deletion. Please feel free to contact us directly at ********************************************************************. 

• Initial Complaint

  Date:09/09/2024

  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 was charged 4.99 for a subscription fee to Klover App Boost and I do not have a subscription, nor do I even have the app.

  

  Business Response

  Date: 09/12/2024

  Hi *****,

  We received your inquiry regarding the membership charge to your account. After further investigation, we were able to locate a Klover account under the email address *********************************. This account was created on 12/12/2021. We can confirm the $4.99 charge on 9/9, and this charge has been refunded to the bank account on file as of 9/12. Please allow 3-5 business days for the refund to fully process and deposit into your bank account. We have also gone ahead and cancelled the membership under the account, and will close out the account once you've received your refund. 

  We apologize for any inconvenience this has caused, and we hope this helps to resolve the matter. If you have any further questions or concerns, please feel free to reach out to us directly at ********************************************************************. 

  Kindly,
  Klover Support

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22260682
  
  I am rejecting this response because:
  
  Klover did reimburse the 4.99 but then immediately charged me 4.99 again.  I would like for my subscription to be cancelled and refunded.  Thank you!
  ***** *******

  

  Business Response

  Date: 09/23/2024

  Hello there,

  So sorry to hear you were charged again. I have sent another refund which should appear back in your account within 3-5 business days. I see that you recently logged in and relinked your debit card on 8/9/2024. Please note that when you relink your debit card, you are automatically opting in to our membership program. I can confirm that your membership has been cancelled. 

  Since you mentioned that you no longer have the app downloaded on your device. I would suggest deleting the account overall to ensure that you do not get charged. I also sent you an email with the ticket #******* with further details so that we can continue to communicate on the matter. 

  Thank you for your understanding,
  Magie
  Klover ****************** Team 

• Initial Complaint

  Date:09/03/2024

  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 tried to utilize the app for the $200.00 loan as advertised however they only approved gaming points that isnt what is advertised

  

  Business Response

  Date: 09/05/2024

  Hi *****,

  We've received your inquiry, and would be more than happy to assist you with this matter. I checked your account under ************************************ and can see their is no debit card linked to your account. This can hinder you from qualifying for an advance as it is required. There are qualifications to receive an advance, and please note that the advance amount you can qualify for is up to $200. This is not a guarantee that you will be eligible for the full $200. For more information on advance eligibility please visit our help center here ******************************************************************************************************. I hope you found this information helpful. If you have any further questions or concerns, please feel free to contact us directly at **************************************. 

  Kindly,
  Klover Support

• Initial Complaint

  Date:09/03/2024

  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.

  I have repeatedly tried to contact customer support only to be met with "place in queue: 32" the second my phone goes dark I have to start all over again, they have tried to verify my debit card multiple times, and I signed up for offers to receive points and was informed that the points could take up to 24 hours. It has been 2 weeks. I will be reporting this to the *** for scamming me into giving out my information in exchange for services.

  

  Business Response

  Date: 09/05/2024

  Hi ******,

  We've received your inquiry regarding the matter with your debit card and points. We'd be happy to assist you with these. First, in regards to your debit card, I can see that your bank is connected to the account, however, the transactions have not been update since 9/1. This could be due to the connection with your bank account and maybe why the card was not staying connected. I have gone ahead and reset your bank connection to your account under **********************. Please uninstall and reinstall the app, then relink your bank account and debit card. It can take 3-5 days for your debit card verification to go through, during this time please do not lock your card as this will stop any verification charges from going through or being returned and will result in the verification failing. 

  Regarding your points, we can manually add the points for offers completed on our end when they haven't been applied to the account automatically. In order to do this we need a screenshot of the confirmation email you received after signing up for the offers, or a screenshot confirming a deposit if the offer required one. You can send these screenshots to *************************************** Once we receive these screenshots and can confirm sign up, or steps completed we can add the points to the account. 

  I hope this information helps, and you're able to move forward with your account. Please feel free to contact us directly at ************************************** if you have any further questions or concerns.

  Kindly,
  Klover Support

• Initial Complaint

  Date:08/29/2024

  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.

  Klover has started charging me for a membership that has been cancelled for a yeat. Perhaps they have been charging me this entire time, but i have just noticed it the last two months. I have written u 3 differwnt emails over the last ************************************************************************************** I would like this stopped immediately and any money u have taken from my account for a membership i cancelled a year or more ago refunded.

  

  Business Response

  Date: 09/03/2024

  Hi *****, 

  We've received your inquiry, and would be more than happy to assist here. After further investigating, we were able to locate your account, and we can offer a refund for the charges you received. I can confirm the membership on the account has been canceled, so you should not receive any further charges. At this time, please reach out to us at ************************************** so that we can discuss the best way to send your refund. The current bank account on your ********************** account does not seem to be up to date and we want to ensure that you're able to receive your refund. 

  Kindly,

  Klover Support