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:07/31/2024

  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 charged me ****** for a service not performed. I had not received the advance as transferred by klover. They have doublee accounts in my name and trying to charge

  

  Business Response

  Date: 08/01/2024

  Hi *****,

  We've received your request. At the moment we can see that you have multiple accounts on file under ***************************, ********************************** and  ************************* I was able to view the balance of the account under *************************** which is $56.73. The balance for the account under ********************************* is $112.29. I was unable to locate another account on file under your name of bank account. Can you provide us with screenshots of the charges you received so that we can further investigate this matter for you? You can also reach out to us directly at *************************************** We look forward to hearing from you soon. 
  

• Initial Complaint

  Date:07/30/2024

  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.

  Yes, I was charged on July 29, 2024 and July 30, 2024 $3.99 by this company Klover. I do not know why they are charging my account. I never authorized them to charge my account and they continue to do so to get them to resolve this. They leave you dead ends to talk to a live agent. This is frustrating. Its out of line. They have no right to do this to my account. I never gave them permission to do this. Never would I give anybody else permission to do this. I would like my money returned to my account immediately I want no more ties with this company at all, and I would like them to stop doing this to me and other people its wrong. Its fraud enclosed the statement on my bank account.

  

  Business Response

  Date: 07/31/2024

  Hi Cache,

  We've received your request. We'd be happy to assist with this matter. We took a look into your account under ********************** and it looks like you signed up back on 7/30/2023. Our app has a membership option and I can confirm you signed up for this option on 7/31/2023. It began with a free trial month, and charged $3.99 per month after that. This membership is completely optional and can be cancelled anytime with the app. We have gone ahead and cancelled this membership for you and sent a refund for the prior two charges for a total of $7.98. Please allow 3-5 business days for your refund to fully process. Please feel free to reach out to us directly if you have any further questions or concerns at **************************************.  
  

• Initial Complaint

  Date:07/20/2024

  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.

  Yes I was recently charged 2.49$ to my bank account after I already canceled my subscription or membership account after I signed up immediately it's literally been mouths since I've downloaded the app and canceled the account and this hole time I wasn't charged a dime into now they randomly charged me 2.49$ even after all this time I wasn't charged nothing into now Its been like 6 or so mouths not one transaction from klover into now I'm completely puzzled why I was just now charged after I canceled the account

  

  Business Response

  Date: 07/22/2024

  Hello, thank you for contacting us through our BBB portal and sharing your feedback. I'm eager to assist you with resolving this matter. Unfortunately, the email address you provided ************************ does not correspond to an account with an associated membership.
  

  If possible, please contact our team at ************************************** using an alternative email address. If you don't have another email available, please provide us with one of the following: the last four digits of the checking account being charged, the last four digits of your debit card, an alternative phone number, or a screenshot of the charges.
  

  Thank you! We look forward to resolving this issue for you promptly.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22017712
  
  I am rejecting this response because:
  My bank account last 4 digits is 9053 that was charged 

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

  

  Business Response

  Date: 08/12/2024

  Hi *******,

  We're received your follow up and can see that there was a refund in the amount of $2.49 issued to you on 7/20/2024. If you have not received this refund, please reach out to our support team at ************************************** so that we can offer an alternate refund option, i.e ******* We'd be more than happy to assist you further. We will also be sending a follow up to you via email at **********************. 

• Initial Complaint

  Date:07/13/2024

  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.

  Klover has to much access to my account it's like they are sitting and waiting for my money to get into my account they just randomly took 80$ from my account my card was locked and it was the last 80$ I had until I got paid Monday I needed that for food for my kids. I asked for a refund nobody has gotten back to me at all NOONE should be able to just sit and watch and take money from my account.

  

  Business Response

  Date: 07/15/2024

  Hi ******,

  My name is *****, and I'm with the leadership team here at Klover. I'd be happy to assist you with this matter. I was able to take a look into your account under ********************************. I can see there was an advance requested on 6/17 for $100, with a repayment amount of $110.74. The agreed upon repayment date for this advance was set for 7/3/2024 in the amount of $110.74. In order to receive your advance, you must agree to repay the amount on the due date presented before completion. Since you agreed to the due date of 7/3 our system attempted to collect payment that date and was unsuccessful. When this happens, our system will attempt to collect partial amounts if the funds are available until the repayment has been made in full. Our system was able to collect an $80 payment on 7/13. Since the $80 was a part of your payment for the advance amount due, we would be unable to refund this amount. This leaves a remaining balance on the account of $30.74. I do apologize for any inconvenience this may have caused. If you have any further questions or concerns, please feel free to contact us directly at **************************************. 

  Kindly,

  Kayla

• Initial Complaint

  Date:06/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I used the Klover app to get a cash advance in the month of June. I linked my debit card a week ago on my account and they gave me a free 30 day trial for a membership. Somehow, I couldn't get an advance because there was an error with linking my bank account and debit card at that time. Once I was able to link my bank account and debit card successfully, I was charged for a membership fee of $4.99 on June 26, but I don't currently have a membership and I also had a free trial. They overdrafted my bank account as well. Customer service doesn't help with any of these issues and is adamant about a resolution. It's completely unacceptable for customers to experience this type of treatment. I would like a refund because I was eligible for a free trial and I currently don't have a membership showing on my account.

  

  Business Response

  Date: 07/02/2024

  Hi ********,

  We received your request, and would be more than happy to assist with this matter. My name is *****, and I'm with the leadership team here at Klover. I can explain why you were charged. The Klover account under ********************** was created 8/19/2023. There was a free membership trial initiated on 8/19/2023. It seems the membership was cancelled after this. You then signed up again in 6/2024. Due to this, there was no longer a free trial period since that was offered back in 8/2023, and any membership sign up after would be charged the membership fee of $4.99. 

  I have gone ahead and refunded the $4.99 charge to the ************ account on file with your account. Please allow 3-5 business days for your refund to fully process. Since 7/4 is a banking holiday, this can be delayed by a day or so. I can also see that the membership has been cancelled again. Please remember, if you sign up again, you will not receive a free trial month again, and will be charged the monthly membership fee of $4.99. 

  I hope this helps, and again offer my apologies for any inconvenience this has caused. If you have any further questions or concerns, you can reach out to us directly at **************************************. 

  Kindly,

  Kayla

  Customer Answer

  Date: 07/03/2024

   
  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:06/26/2024

  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 usually use the cash advance which gets repaid on time each payday. I borrowed $100 last week and next week I should be paying it back. However they randomly took $20 out my account today and I dont see the charge anywhere on the app.

  

  Business Response

  Date: 06/28/2024

  Hi *******,

  Thanks for reaching out. We've received your inquiry. I'm so sorry for any inconvenience this has caused. I was able to locate your account under ******************* *************), however, this account has not active advances since 8/7/2022. This advance was never paid back and is still outstanding on our end. The last repayment date on this account was on 6/9/2022. There is also an account under the phone number **************, with an email address ending in **************************** however, there is on advance history or payment history on this account. 

  Please note, it is possible that there is another account on file. I would ask if you can please provide us with a screenshot of your account profile page so that we can confirm the information. Also, if there is any other account that you may have, please confirm the names and email addresses so that we can investigate this matter for you. Normally, if we see this happen, this means there is another account on file that is linked to your banking information, which could be where the charge originated from. You can follow up here, or with us directly at *************************************** Once we have this information, we can continue assisting with this matter. 

   

  Kindly,

  Kayla

• Initial Complaint

  Date:06/25/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a $4.99 charge to my bank account that I have not authorized. I do not, nor have I ever, had a Klover account. I have not received any type of cash advance and would not do so. This charge was submitted without my consent. I want my money refunded and my banking information removed from whoever's account used it without my permission. I do not have a joint bank account and I am the only person on my account so I know it was not initiated by anyone who would be connected to my account. Trying to actually get ahold of anyone with Klover is almost impossible.

  

  Business Response

  Date: 06/28/2024

  Hi Echo,

  Thanks for reaching out. I'm so sorry for the situation you're facing. My name is *****, I'm with the leadership team here at Klover. I searched your information and was unable to locate any account associated with your name or phone number. We would love to refund the membership fee you were charged, however, we are not able to process the refund through our app due to limitations from our third-party provider. We can offer you a refund in the amount of $4.99 via PayPal. We will need the username/email and phone number attached to your PayPal account. You can either provide that through here, or you can reach out to us directly at **************************************. 

  I would also advise to contact your bank directly as you mentioned someone used your information without your knowledge. This could mean someone has access to your bank account, and your bank would need to handle this directly. 
  
  I apologize for the inconvenience, and am looking forward to hearing back from you.
  
  Thank you,
  *****

  Customer Answer

  Date: 07/02/2024

   
  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,
  
  Echo ********

• Initial Complaint

  Date:06/19/2024

  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.

  Klover decided to not allow me to repay my debt early, thus i have to sit with it until the end of july.. i asked politely if they could allow me to repay it so i can request another, but they did not .. i worked hours to earn enough points to request another, yet i was rebuked by incompetent and unwilling staff.

  

  Business Response

  Date: 06/21/2024

  Hi ******,

  We've received your request regarding your repayment inquiry. I'd be happy to assist you with this matter. It looks like your account listed under *************************
   has an outstanding advance that's set to be charged on 7/26/2024. I can see the advance was requested on 6/15 with an original repayment date of 6/24/2024. There was a request made by you on Monday 6/17/2024 via Zendesk chat ticket number 1279118 to extend your repayment date until 7/26. Once we have processed an extension on a repayment, you are unable to repay that advance beforehand, as the system will automatically collect the payment on the agreed upon requested extended date. I do apologize for any inconvenience this has caused. Please note, the repayment is set to be charged on 7/26/2024 in the amount of $33.99. Repayments can take 3 business days to fully process and update within the app. I hope you find this information helpful. Please don't hesitate to reach out to us if you have any additional questions or concerns at our ************************************** address. 

  Kindly,

  Kayla

• Initial Complaint

  Date:06/14/2024

  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.

  Klove states all over the web and their app that customer service chat is available 5 days a week from 9:30am-5:30pm central time. Im in the eastern time zone however I have lived within the central time zone so Im well aware of the time difference. The hours stated are a lie. At 4:55pm central time/5:55pm eastern time today, Friday June 14, 2024 customer service chat had already been shut off. I tried calling the customer service phone number and it was a telemarketer trying to sell my medical insurance and give me a free life saving deviceIm 30. I dont appreciate being lied to or misinformed. I dont appreciate calling customer service not only to not get help but to have c*** I dont need nor want pushed on me by some lady who doesnt take a second to allow me to get one word in. Chime just settled a class action lawsuit filed by the attorney generals office for their shotty, subpar, customer service and I can see ********************** looking at the same exact lawsuit after I contact my state attorney generals office with my complaint. Dont say one thing and do another. Have some integrity.

  

  Business Response

  Date: 06/17/2024

  Hi *****,

  I'm reaching out because we received your complaint regarding our chat hours in our app. I do apologize for any inconvenience this may have caused you. I can confirm our current chat hours are as follows, weekday chat hours of operation: 9AM - 6PM CST, weekend chat hours of operation: 5AM - 12PM CST. These are the current set hours that our chat team is available to our customers. Please note, sometimes, due to high chat volume, customers can experience longer wait times than normal. We do our best to avoid these delays, however, it is possible. If you are unable to get through to our chat team, please feel free to send our email team a response at *************************************** Our email team is online 24 hours and responds to messages in the order they are received. At this time, we do not offer phone support. I hope this helps, and again, my apologies for any inconvenience you experienced while using our app. We're always working to provide the best experience for our customers. 

• Initial Complaint

  Date:06/05/2024

  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 have a klover account never ask for an advance and I see $111.79 taking out of my account and I did not authorize that I need my refund back so I can cancel my membership because I've never even asked for in advance or even use the app besides points

  

  Business Response

  Date: 06/07/2024

  Hi *******. My name is *****, and I'm with the leadership team here at Klover. I received your request, and would be happy to address this matter. I was able to locate your account under *************************. This account was created back on 9/8/2022. It looks like there has only been one advance requested from the account. There was an advance request on 5/24/2024 for $100. This advance was then delivered to the SoFi checking account on file ending in 5002 on 5/24. Upon requesting the advance, there was an agree upon repayment date of 6/5/2024 in the amount of $111.79. $100 for the advance amount, and $11.79 for the immediate transfer option. At this time, we are unable to provide a refund for this charge, as this is showing as a repayment for the $100 advance that was requested from your account on 5/24. I can confirm your Klover+ membership has been cancelled, and there will be no membership charges going forward. Please note, anytime an advance is requested, the date for the advance is provided, and the customer must agree to the repayment date before they can finalize, and receive their advance. If you have any further questions please don't hesitate to reach out to us directly at *************************************** We'd be more than happy to assist you.