Complaints

This profile includes complaints for Kroger Personal Finance, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Kroger Personal Finance, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Kroger Personal Finance, LLC

  555 Race St Cincinnati, OH 45202-2347

• 

  Kroger Personal Finance, LLC

  1014 Vine St Cincinnati, OH 45202-1141

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:08/03/2023

  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.

  Kroger Wireless unable to 'Port' my number to Kroger Wireless phone as Advertised. Kroger Wireless customer care has tried 5 days now. I only have 7 days for REFUND.

  Business Response

  Date: 08/11/2023

  Thank you for contacting Kroger and we are sorry the customer is having an issue with their phone device or service.  This information was shared with the ********* team and we received the following update: 

   

  We spoke directly with ***** and he needed assistance with a ******* device that he had with **** Mobile so he started
  a port-in process with us. During the port-in process Mint was able to fix his
  Samsung device so he simply wanted us to cancel his port-in request. We have cancelled his port
  request and this is resolved. 

  Thank you.
  

  Customer Answer

  Date: 08/15/2023

  I just want the refund, I'm staying with Mint Mobile.

  Kroger can make it read like it's my fault and changed my mind, but the record shows Kroger ********* could NOT port in my number.

  Business Response

  Date: 08/21/2023

  Thank you for contacting Kroger and we are sorry to hear the customer has this concern.  This information was sent to our ********* team who contacted the customer earlier this month to assist and resolve this concern.

  Thank you.

   

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Kroger Store #*** in South Bend, IN, July 6, 2023, to pay my auto Insurance. They use a service called *********. My insurance is with the ******* Insurance. I got a notice from my Insurer that they had not received payment. I sent my insurer a copy of my receipt from Kroger. They said Kroger had entered "******* ******** Insurance." This is not my first time paying here, I am not sure what they did differently. ***** **** has been telling me for the last 3 weeks that they would refund my money. I have been run around by Kroger and ********* to receive a refund. Kroger sends me to other Kroger branches to talk to different people. No one is being upfront and my insurance has gone unpaid for almost a month.

  Business Response

  Date: 08/11/2023

  Thank you for contacting Kroger and we are sorry to hear the customer had an issue with their bill payment.  This information was given to the store to investigate, the payment was rejected and the customer was contacted on 8/8 and a refund was provided back to the customer.  

   

  Thank you and we apologize for any inconvenience. 

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I gave them my auto insurance payment on 7/6. I was contacted by my insurance to let me know they had not received it the following week and contacted Kroger. They made me run back and forth between two of their store locations repeatedly over the next 2 weeks, instead of giving me the refund I asked for initially as my insurance remain unpaid. It took a month, a report to the BBB and 4 trips to their stores, two of which they asked me to do for no reason, to get a refund. 

  They put me at risk, and wasted my time and gas all to have a small interest free loan at my expense.

  
  Regards,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 08/11/2023

  The receipt has the biller name and account number on it from the date of the transaction. Unless informed by the customer or ***** **** pay on a payment issue we would not know of a concern.  Once this was brought to our attention teams worked to pull back funds from the incorrect biller company to provide a refund to the customer. 

  Thank you and we apologize for any inconvenience. 

   

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Kroger absolutely knew of the issue. If they were waiting on information why send the customer to different stores requesting information? And the customer shows you the receipt, it's been verified KROGER sent the payment to the wrong place, why wouldn't the business Immediately refund the CUSTOMER? It doesn't take a month. A miscommunication between Kroger and their vendor should have been handled between the two companies, not holding the innocent customer hostage in the middle. We were given the run around and probably would still be without a refund had we not contacted the BBB.  Kroger was taking advantage of a customer within a community where they assumed they'd get away with it. Their apathy in the matter speaks volumes. 
  
  
  Regards,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 08/14/2023

  We apologize for the inconvenience and the refund for this transaction has been completed.  A  $25 Kroger egift card has been sent to the customer today which they will receive from our gift card processor by email within the next 5 hours.

  Thank you.

  Customer Answer

  Date: 08/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** ********
  

  Business Response

  Date: 08/17/2023

  We apologize for the inconvenience; we show the Kroger eGift Card was processed and issued on 8/14/23 to the following email address: [email protected].  The eGift Card is currently showing a $25.00 balance and that it was successfully submitted to the above email address.  If not seeing this Kroger eGift Card in your "Inbox", please check your "Spam" or "Bulk" folders, where it might have inadvertently been directed by your email provider.  The subject line of this email will read: "Kroger has sent you an eGift Card for Kroger". 

  Thank You

  Customer Answer

  Date: 08/17/2023

  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. 
  

  My sincerest apologies, I did another search it had inadvertently been sent to trash. 
  
  Regards,
  
  
  
  ****** ********
  
  

• Initial Complaint

  Date:08/03/2023

  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 purchased three ***** gift cards on 7/7 from the King Sooper's in ******* ** and balance checked them on ********* after I bought them. When I went to try to redeem them on 7/21, I found out they were empty. After calling ***** support, they confirmed they had been drained on 7/12 and 7/13 in store, but weren't able to provide any more detail and insisted I contact King Sooper's for a refund. These gift cards were fraudulently used, and were likely compromised inside the store. Kroger corporate responded blaming *****. Both companies are blaming each other and neither is willing to take repsonsibility.

  Customer Answer

  Date: 08/04/2023

  Sorry, I tried to attach them earlier but it looks like they did not go through.

  Business Response

  Date: 08/11/2023

  Thank you for contacting Kroger and we are sorry hear the customer is having issues with their ***** gift cards.  Once cards are successfully activated, all sales are final. While we are happy to
  be able to offer this service to our customers as a convenience, we are unable
  to offer refunds or exchanges on prepaid cards. Information on our prepaid card
  policy is posted on the instore fixtures, on the receipt (activation slip), and
  The Kroger Company owned web sites. These cards should be treated like cash and
  card numbers/pins should not be shared with any unintended parties. As such,
  The Kroger Company is not responsible for unauthorized use, fraud or
  lost/stolen cards. If a customer has a claim of unauthorized use, the
  appropriate course of action is to contact the prepaid card issuer for
  assistance.  When we are contacted about an issue related to a prepaid
  card, we promptly collect the receipt and card information to escalate a
  customer’s request to the card issuer for review & response.

  A case was escalated to ***** and ********* our gift card processor for a review and response to this concern. The refund request was denied and this update was shared with the customer on 7/27. 

   

  Thank you.

   

   

   

   

• Initial Complaint

  Date:08/02/2023

  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.

  I bought this gift card *********************** – **********), on July 22, 2023. I have the receipt. The website won't register my card. Their complaint page won't let me file a report. It says to call the number on the card, ###-###-####.
  
  I have called 6 times. People who barely speak english keep telling me to wait then try again, which doesn’t work. On Aug. 2nd, I called again. The agent on the phone says the card that was sold to me was compromised and I must file a report.I told him I couldn’t file a report online b/c the website didn't work. He said to make a front/back copy of the card, along with my state government issued ID like a driver’s license and fax to:
  ###-###-####
  
  Or send copy to: ********** ** *** ****** ************* ** *****
  
  I don’t know who these people are. I don’t want to give them my driver’s license info. From other complaints, I see that some people did that and never heard back.
  
  There’s no way to contact anyone in charge of this. The KROGER, City Market in ****** **, ###-###-####, I bought this card from says they are not responsible and can't refund my money. They sold me a fraudulent gift card, now won’t refund! Kroger MUST have vendors from whom they get these cards. They should be responsible for selling me a bad card and returning my money!
  
  I don’t know whom to reach about this. Is it *********** *** ******* ******** ** **** ******** **** or police/FBI? I think this company is scamming people. I think I’ve just been scammed out of $500.
  
  Prepaidgiftbalance is scamming money. Read all the negative reports about them under ********************** BBB page. Read the complaints on this page for the fax number they gave me:
  
  ****************
  
  Please help. ********************** only has a record of my card number. Since I was not able to register the card, they don't have my name or any other personal information.
  **

  Customer Answer

  Date: 08/03/2023

  Per your request, Here is the front and back of the gift card. I am happy to provide you with any other info you might require.Thank you for your attention to this matter. 

  * ********

  Business Response

  Date: 08/11/2023

  Thank you for contacting Kroger and we are sorry to hear the customer had an issue with their gift card.  This information was sent to ** ****, the card issuer, for review and response.  We received the following information:

  I sent this over to our complaints team and they too
  received this escalation.  They contacted the customer today and she
  was happy with a replacement card. I registered and replaced the card and the customer was contacted to share this update. 
  

   

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint, yet.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ********

   

  I will consider this case resolved to my satissfaction when I receive the replacement gift card and can register it to access my funds. This, according to ** **** will take 7 to 10 business days, so I will let you know after that amount of time, whether the card arrived and is good.

  Thank you,

  **

  Customer Answer

  Date: 08/15/2023

  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. 

  I received the replacement card today, it works and I am now satisfied. Thank you for your help in this matter. You can change my status from not satisfied to satisfied.
  

  Sincerely

  
  ***** ********
  
  
  

• Initial Complaint

  Date:07/31/2023

  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.

  My name is ***** ****
  *** ***** *** ****** ** *****
  Phone is ###-###-####
  I brought a gift card on Wednesday July 26 2023. At the Kroger store at **** ********** ** ***** ****** ** *****.
  Phone # is ###-###-####.
  Kroger's customer service in ****** ***** said they couldn't help me with a refund. For the gift card I purchased in your store. The amount was 106.95
  It shows on my bank statement money withdrawn. It also shows that Kroger's received the money from the gift card. I am planning to call Kroger's Corporate. But in the meantime, I thought I would reach out to you. To see if we could get this resolved.
  If you have any questions, please don't hesitate to reach out to me. My information is on the top. Thank you for your time.
  Have a good day.
  *** ***** ****

  Business Response

  Date: 08/28/2023

  Thank you for contacting Kroger and we are sorry to hear the customer is having an issue with a gift card purchased in our store.  We did not see a copy of the receipt or image of the front & back of gift card to investigate.  An email was sent to the customer to request this information, we are waiting for this information in order to review and respond.

   

  Thank you.

• Initial Complaint

  Date:07/30/2023

  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.

  On July 30, 2023 at 9:01 am, I purchased a $130 ****** **** gift card from the Kroger located at **** **** ***** ******* ********** ** *****. When I got home and attempted to register my card online I was informed that the card was deactivated because of a fraud alert to ****** ****. Apparently Kroger was aware of this card being deactivated and still had it in their store for purchase. The card was sealed and did not appear tampered with. I called customer service ###-##3-#### at the store I made the purchase and they directed me to their national customer service number (###-###-####).
  The representative there took my information from the card and said the money was put on the card and that all sales of debit cards are final (which only appears on the receipt after the card has been purchased) and that Kroger would provide a refund. She said I would need to contact ****** **** to request a refund.
  This is absolutely unacceptable. Kroger is the place I paid my money and they should be the ones to provide my refund. They in turn should have to deal with ****** **** in getting their money back. Kroger should not put this burden on the consumer.

  Business Response

  Date: 08/01/2023

  Thank you for contacting Kroger and we are sorry to hear that the customer is having an issue with their gift card. We successfully loaded the card and when a customer has a question about their gift card account they should contact that merchant for assistance. After receiving this concern, we shared this information with ** ****, the card issuer, to investigate and respond. The bank has approved a refund on this account and $130 + the card fee should post back to the customer's debit card used for the purchase within 5 - 8 business days.  Thank you and we apologize for any inconvenience.

  Customer Answer

  Date: 08/01/2023

  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. 
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:07/24/2023

  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 received a Kroger gift card within the last couple of years. I’ve tried to use it a few times and have not been able to. I have not even been able to check the balance. When I call to check balance it says number is invalid. I called customer service today 7/24/23 and gave them my card information. They stated it’s an old card and can no longer do anything about it. According to Kroger policy funds do not expire. I asked to speak to a supervisor and the lady stated supervisors don’t take calls and that she would request a call back which takes 2-5 business days. How can a card be invalid that has never been used? I want a Kroger gift card that works. Money was paid for the gift card.

  Business Response

  Date: 08/28/2023

  Thank you for contacting Kroger and we are sorry to hear the customer is having an issue with their Kroger gift card.  We were able to speak with the customer who shared a copy of the card number in order to investigate.  Our cards were converted to a new servicing platform in mid-year 2019 and any cards purchased prior to this date that had a balance on them was transferred over so customers could use any remaining funds. If we are unable to pull up the card number in our system the card did not have a balance and it was not transferred over to our new system. Until late 2020 we did not require that the PIN be scratched and this information entered to complete the transaction, cards found may appear as not used with this number intact.    

  We are unable to pull up this account number in our system and due to the age of the transaction we are unable to verify the original purchaser or the amount.

  We apologize for this experience and have applied a courtesy credit for the customer. 

  Thank you. 

• Initial Complaint

  Date:07/20/2023

  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 purchased a $500 **** ***** gift card and it had said inactive since I bought it. Kroger refuses to fix it and says it’s **** ******* fault but since it was purchased at Kroger **** ***** refuses to fix it

  Business Response

  Date: 08/11/2023

  Thank you for contacting Kroger and we are sorry to hear the customer is having an issue with his gift card.  We are investigating this with the merchant, **** *****, and please give us 3 - 5 business to share an update. 

• Initial Complaint

  Date:07/13/2023

  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 purchased a****** play gift card for $25 and when I enter in the numbers and letters into my account I get a prompt stating that this card can only be used in United States and for me to me to. Heck the terms and conditions of the card. I’ve tried reaching ****** to no avail and when I contacted the Kroger store from which I purchased the gift card the store manager Travis was completely short and disrespectful to me. I had explain to him from being a transit bus driver and my main my time point being at the store, I spend on average $30-$40 dollars a day purchasing lotto tickets and every other Wednesday I do my grocery shopping along with buying my gift cards from ******, ******, and *****.
  I had explain to the store manager that I have relentlessly try to enter in the code for my ****** play card and he keeps stating that the card needs to be purchased within the United States in order for card to work. I did ask the store manager that he could look up my purchases through my Kroger card or I can even make a copy of my transactions from my credit card and that was not acceptable for him.
  I would like my money back from this faulty gift I purchased from that store ( ******** store in ************).

  Business Response

  Date: 07/20/2023

  Thank you for contacting Kroger and in reviewing this complaint information we don't see a copy of the receipt and back of card to investigate with ******.

  Please have the customer provide this transaction information in order to assist with this concern,

  Thank you.

   

• Initial Complaint

  Date:06/26/2023

  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.

  On 4/14/23 my debit card was used to fraudulently purchase a gift card in the amount of $100 from Kroger’s website with a company they do business with called Blackhawk Network (hereafter called BHN). As soon as I noticed the charge I contacted Kroger and have been sent through hoop after hoop for the past several months. I asked that the gift card be canceled and it wasn’t. I contacted BHN and they were no help. I filed a dispute with my bank and they were no help. Both BHN and my bank have stated I need to contact Kroger. Further attempts to contact Kroger have been unsuccessful. Through my bank I was able to obtain the other number and that information is below.
  
  Order *********

  Business Response

  Date: 07/03/2023

  Thank you for contacting Kroger and we are sorry to hear about your experience.  This information was sent to Blackhawk who is our gift card processor on 6/28 and we are waiting for a response from them about this concern.  We should have an update to share this week. 

  Thank you.
  

  Business Response

  Date: 07/07/2023

  We received a response back from Blackhawk and they noted contacted with the customer on this transaction.  They advised the customer to dispute the transaction with their bank and as of July 6th Blackhawk has not received a dispute chargeback for this transaction. 

  Thank you for contacting us and please have the customer work with their financial institution in order to have them and Blackhawk investigate this concern.

   

  Customer Answer

  Date: 07/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  That’s a lie. I disputed the charge the day I noticed it and Blackhawk Network responded to it denying the charge was fraudulent and therefore my financial institution denied the claim. Blackhawk Network is a scam and full of liars. 

  
  Regards,
  
  
  
  ** ******