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.

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  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:02/05/2023

  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.

  Bought a ****** gift card at Fred Meyer store **** ********* ** ** for $25 cash on 01/04/2023. The card does not work on ******. Fred Meyer and ****** blame each other and after long phone calls to their "customer service" and a separate trip to the store the card still does not redeem! See attached card and receipt.

  Business Response

  Date: 02/09/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear there was an issue with this ****** gift card.  In order to escalate this case, ****** requests that the customer contact them first for any resolution.  Can the customer please provide date, case or ticket number and their email on their ****** account in order for us to send this to them to review the case?  We also need a full picture of the back of the card and packaging.

   

  Thank you, KPF

  Customer Answer

  Date: 02/09/2023

  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:02/03/2023

  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.

  Harris Teeter gift card had more than $25 of service fees charges due on the balance.
  Due to illness and COVID, card was not used by 85 year old card holder.

  Customer Answer

  Date: 03/15/2023

  Problem:
  Gift card #**************** - given to my 85-year-old mother in 2017 was used twice in 2017 and 2018 (total charges of $25.00) There was a 6-month lag when my mother was hospitalized and recovering from two major back surgeries. I spent 25 minutes on the phone today with Harris Teeter's gift card balance number (spoke with Tim, located in Asia at ###-###-####) to learn that $2.00 per month service charges were levied against the card balance beginning in 2018 resulting in a zero balance. It is profoundly disappointing in many ways. Charging $2.00 per month once a gift card is used is outrageous. You have lost a family of customers as a result.
  
  
  Desired Resolution:
  Refund
  

  Business Response

  Date: 06/27/2023

  Thank you for contacting Kroger and we apologize for this experience.  We appreciate getting the additional information on the account to investigate this concern.  We can replace this $25 gift card by sending a replacement gift card.  I will be sending an email today to request the name and address so it can be mailed.

   

  Thank you.

• Initial Complaint

  Date:02/03/2023

  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 purchased a gift card in the amount of $200.00. Kroger had a promotion to "double" my fuel points, that is why I purchased it. I did not need to use the card when purchased but, when went to use it the transaction would not go through and was told to call the 800 # on the card. I called the 800 # and was told the card was registered to someone else even though I had the card in my hand (I still have the card and receipt). I was told to make copies of everything and fax to the # provided. I waited the allotted time when I called back, I was told "they" had no info to wait longer. I called again and was told "they" could not read what was faxed i had everything enlarged and re-faxed again waiting the time I was told. I called then was told my ID was not legal (It is a ** State issued driver's license). I re-faxed again was told to give them 6 weeks to deal with this. When I called again, I was told to mail everything to an address in *******, which I did. I called back after the holidays and I was told that the card had no money on it and the matter was closed and the card was not registered to me and that was that. I then receive a brand new card in the mail with no money on it! I jumped thru hoop after hoop doing what "they" told me to do. I feel someone at Kroger Customer Service Counter stole the my info and "they" registered it to them. I work hard and only did it to help with the price of gas. Any help you could give would be most appreciated. Every time I have called them, they do not care that my patience has expired and my money has been stolen.

  Business Response

  Date: 02/15/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear of the issue with your gift card.  Once gift card are successfully activated at the store all sales are final.  In reviewing this information we sent this to ** ****, the issuer of the account, and determined they had a dispute case for this account.  Sharing the information you provided, the bank further investigated and reversed the dispute decision.  We have reached out by email to ask if you want a refund, replacement card or funds loaded back to the account in hand.  We apologize for the inconvenience and please respond on how you would like to resolve this concern.

   

  Thank you, KPF

  Customer Answer

  Date: 02/22/2023

  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 have spoken with Kroger and advised them that I will only accept a check for payment - which they stated would be mailed. They are mailing a check to me. 
  
  
  
  Regards,
  
  
  
  ******** *********
  
  

• Initial Complaint

  Date:02/01/2023

  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.

  We purchased gift cards from Smiths (Kroger) over the holidays. The cards do not work. We called the # on back of the cards (based on what Smiths (where we purchased them from) told us to do. The company said they showed we purchased the cards on 12/29/22, however the cards (there are 2) were "compromised on 12/28/21!! A year before we bought the cards. So we bought cards that were no good!! And now the burden of proof is on us. I have done everything they told us to do to get reimbursed. But they change the items each time we call. Need something else. ************************** ###-###-####

  Business Response

  Date: 02/07/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear there is an issue with your gift card account.  All prepaid card sales are final once they are successfully activated at the time of purchase.  If a customer has a concern with their account they should contact the merchant or issuer for assistance.  This information was shared with ** **** to investigate, a refund has been approved and should be received within 10 business days.  We apologize for any inconvenience.

   

  Thank you, KPF

  Customer Answer

  Date: 02/07/2023

  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.  Based on them stating a refund was approved.   
  
  
  
  Regards,
  
  
  
  ******** *******
  

  Business Response

  Date: 03/24/2023

  Our account team verified with our processor ***** *** the credit of $211.90 was submitted on 2/10 successfully.  Please contact your bank with the following information to assist with their look up for this credit: 

  Adjustment # ********

  We would estimate that this credit would have been received by the bank and posted to the account between 2/13 - 2/22.  

   

  Thank you and we apologize for any inconvenience.

   

   

• Initial Complaint

  Date:01/31/2023

  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 had visited the Kroger Company on **** ***** **** ** ******** ******* on 01/10/2023 to pay my reinstatement fee for my mortgage in the amount of 6,692.74. I fell behind because hard times due to no fault of my own. This had to be paid by 01/13/2023. I advised the gentleman the I needed this sent via ******* ***** and he said okay. He sent it via three separated payments because my card had a limit and I had to call ******* *** ( *** ******** account) to release more funds. I called my Mortgage Company ( **** ###-###-####) on 01/14/2023 to see if they had received the payment. I had informed them it was sent via ******* ***** as instructed, they said give it another 24 hours. I did and still no payment received. I visited Kroger and the guy assured me the funds were sent via ******* ***** and another young lady verified it and went over the receipt with me because I told them I have never sent anything ******* ***** before. After a couple of more calls on 01/19/2023 I was instructed to send the receipts ( I did via fax) and on the following Monday I had contacted my mortgage company to see if the had received the information. They stated they had not received the funds because it was sent via ***** **** ***, and I explained to them that I was told it was sent via ******* *****. I went back to Kroger and they stated it is ******* *****. They had given me the ***** **** ***** number and I called them and I had spoken with Mr. G***** (###-###-####). I explained to him what I was told and he said we are not ******* ***** and I asked where is my money? he stated the funds were sent back to Kroger on 01/17/2023. I was paid my money back via money order in the amount of 6,692.74 ( the original amount) on 01/23/2023. My mortgage company stated since they did not receive the payment they will need to do another reinstatement quote which will end on 01/31/2023 ( additional fee was 556.08. I advised them I will do my best to come up with the funds, but everyone I had asked really does not have the money. My dad had given me next to his last ( 1,000) to assist ( which is included in the 6,692.74). Unfortunately, I was not able to come up with the additional 556.08. Now the fees has gone up to an additional 1,689.41 which I know I will not have ( total amount now is (8,384.33) and must be paid by 02/08/2023. I am being penalized for an employees error or lack of knowledge so to speak. I am requesting that Kroger pay the additional 1,689.41 via money order for their employee(s) error. This is extremely, extremely stressful to me and I have had a couple of anxiety attacks because of this. I have other bills that needs to be paid, that I have not been because of trying to save every inch of cents. I have electric bill , water bill , car note , and food. I called and made a complaint on 01-29-2023 and the young gentleman stated he would have someone from upper management contact me, no phone call or text, nothing. I called again today and the young man stated oh it takes 3-5 business days for someone to call you back. I initially explained everything to the gentleman on the initial phone call. My mortgage company knows me by heart by now as much as I have called them keeping the communication open.

  Business Response

  Date: 02/09/2023

  Thank you for contacting Kroger Personal Finance and we have reviewed this concern.  After sending this information to the store it is our understanding that the bank rejected the payment, the store provided a refund to the customer on January 24 and they were reaching out to the customer this week on her concerns with any late fees. 

   

  Thank you and we apologize for any inconvenience. KPF

  Customer Answer

  Date: 02/10/2023

  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. 

  **** ********
   
  
  Thank you *** ***** for all of your assistance in this matter. I received my refilled of 556.00 from Krogers yesterday and I was able to send off my payment in time. Thank you once again and everyone's who assisted.
  

  
  

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

• Initial Complaint

  Date:01/28/2023

  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 purchased a $100 Debit **** from Kroger's on 11/27/2022 and it has zero balance. Kroger's said they couldn't adjust it or refund me. They gave me ####-###-#### to call but 1st to call ####-###-#### on back of the card. 11/29/2022, the person on the call had me fax a copy of the Kroger receipt, activation receipt, the **** card, my driver license to ###-###-####. 12/21/2022 - after not hearing from them I called back and got the same line. 12/22/2022 - I filed a complaint with the ******** ******** ******** **************** and still haven't heard anything. 1/17/2023 - I called the 2nd # that Kroger's gave me and got the same line. Then called ###-###-#### (Kroger customer service) that directed me to a website to file complaint. I still have this empty **** card and out $100. Please help me resolve this issue.

  Business Response

  Date: 02/07/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear there is an issue with your gift card account.  All prepaid card sales are final once successfully activated at the time of purchase.  If a customer has a concern with their account they should contact the merchant or issuer for assistance.  This information was share with ** **** to investigate, they have approved a refund on this account and the credit should be received within 10 business days.  We apologize for any inconvenience.

   

  Thank you, KPF

  Customer Answer

  Date: 02/08/2023

  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:01/28/2023

  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.

  I called to let them know that a fraudulent purchase was made on my gift card (I have the card and receipt). I have made over 10 calls and faxed them three times information. They sent back a denial letter with information showing that a purchase had been made on the card. That purchase was the purchase I was reporting as fraudulent. It has been very frustrating and the money has not been replaced.

  Customer Answer

  Date: 01/30/2023

  Attached are two pictures. The first picture is of the Case Number when going to the police station, front of gift card and receipt. The second picture I turned the gift card over to show the back side of the gift card. 

  I called over 10 times to report the fraudulent and charge and to request a replacement. I went through the process to report the fraudulent claim only to be denied and sent a report saying the money had been spent. I obviously knew the money had be spent by someone other than me and that is why I was calling to report the fraud. This process has been very frustrating and inconvenient. Additionally they made communicating with them very difficult. In order to provide information, I had to use a fax machine and could not talk to a person directly about the fraud. I traveled to the *** Store and ******* three times spending gas money and faxing fees.

  Business Response

  Date: 02/07/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear you are having an issue with your gift card.  All prepaid card sales are final once successfully activated.  If a customer has a concern with their gift card account they should contact the merchant or issuer for assistance.  This information was shared with ** ****, they investigated the account and are sending a replacement card to the address provided in this complaint.  The new card should be received within 10 business days and we apologize for any inconvenience.

   

  Thank you, KPF

  Customer Answer

  Date: 02/14/2023

  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. Thank you so much for your help!
  
  
  
  Regards,
  
  
  
  ******* 
  

• Initial Complaint

  Date:01/27/2023

  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 purchased a **** gift card from kroger on January 23rd for 200 dollars. I was able to make a purchase on ****** initially for 75 dollars. I attempted to buy another thing from ****** and discovered that my online account was locked. I called on the 27th to unlock and a lady (foreigner call center) said that she unlocked it. I attempt to use it and login online to no avail. This is ridiculous and I need this resolved ASAP

  Business Response

  Date: 02/02/2023

  Thank you for contacting Kroger Personal Finance and we are sorry you had an issue with your gift card.  ** ****, the card issuer, show the account transactions:

   

  1/23  $75

  1/28  $100 

  Remaining balance and account active is $25

   

  Thank you and we apologize for any inconvenience.

  KPF

   

  Customer Answer

  Date: 02/02/2023

  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.

  The 100 dollar transaction was a fraudulent charge that was purchased in ********** state. I went to check my gift card balance and saw the transaction, but it was not done by me. It was by someone in ********** state who purchased an **** gift card. I am in *****. I need this charge disputed ASAP because customer service has been very hard to reach.

  Please forward this to the company and I await their response.

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

  Business Response

  Date: 02/07/2023

  We responded due to the initial concern was access to funds on the card.  If there is now a concern with fraud or unauthorized transactions on the account we will share this information with ** **** to see how the customer can proceed with a fraud dispute on their account.  We should have an update within 24 business hours. 

   

  Thanks, KPF

  Customer Answer

  Date: 02/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I appreciate your support thus far. I received a letter from prepaid dispute resolution on the13th and they have refunded the money. The issue I've been facing is my csrd is still locked from use. I am unable to check the balance online and every time I attempt a purchase it is rejected. When I check the balance is says to double check the card info. This was the reason for my initial complaint so I was wondering if there was anyway I can access the funds
  

  Business Response

  Date: 02/15/2023

  ** **** responded that a new replacement card was mailed out on 2/9 and should be received within 10 business days.  

  Customer Answer

  Date: 02/15/2023

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

• Initial Complaint

  Date:01/25/2023

  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.

  On January 15 2023, my family’s entire house burned down. Literally lost everything. We received a Kroger gift card from my 7yr olds school to assist with food while living in a hotel. The school sent the card by email as an e gift card. I used the card with no issues on January 24th. On January 25th I attempted to use the card again, and the cashier told me I had to have physical card. HOW when it’s an E-CARD. The wording on the card CLEARLY states the following:
  
  “Sales Associates
  1) Associate selects EFT button; 2) Associate presses Clear button; 3) Associate scans the barcode on the smartphone or paper copy using the hand scanner; 4) Customer enters 4-digit egift card PIN into credit card reader prompt”.
  
  I asked the cashier to read it and she rudely told me she was not going to stand there and go back and forth with me. Like she’s not here to do a job. Your employees need training on the difference between physical gift cards and e gift cards so that service can be consistent across the board.
  
  They also need customer service training because not only was she loudly wrong but she was rude, nasty and made an already embarrassing situation for my family and I even worse.

  Business Response

  Date: 01/31/2023

  Thank you for contacting Kroger Personal Finance and we have reviewed this concern.  We contacted the customer to apologize for this experience and let her know we would share her experience with this store team for coaching & training.  For the inconvenience we applied a credit on her shopper's card account.

   

  Thank you, KPF

• Initial Complaint

  Date:01/25/2023

  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 tried to purchase a giftcard through the Kroger website. It kept telling me that my billing information was incorrect (it wasnt). It finally went through and i got a notice from my credit card confirming that the transaction went through. The website then popped up an error message that made no sense and my giftcard never arrived. I contacted support and they kept giving me fake responses that did not address the problem and kept closing the ticket before it was resolved. I then went on to buy 2 more giftcards. This time they converted my e-giftcards to physical ones which I did not want or need. So I immediately used their system to cancel the order and to request a refund. To ensure this went through I called their support line where an agent confirmed it was being cancelled and Id be refunded. The next day I get emails saying the cards are being shipped to me. I opened 2 tickets about this as I had already been told it was being cancelled and refunded. Kroger support staff proceeded to waste my time all day and give me fake responses that had nothing at all to do with the problem. They clearly are not trying to help with the problem and are giving canned template responses. They also keep closing my tickets before the matter is resolved making me have to reopen them. I will be filing a credit card chargeback for Order #******** and Order #******** if the charge remains on my credit card. I requested a refund repeatedly and was told it would be done. I do not want or need these anymore. The incompetence of your support staff is bewildering and your website is a terrible user experience. Also your awful site keeps throwing an error when I try to contact you all and makes me have to try again and again and again. This is being documented for my credit card company and/or legal action if a refund is not issued.

  Customer Answer

  Date: 01/26/2023

  They already have this stuff. They have wasted hours of my time now and I will not be doing their job for them any further. 

  Business Response

  Date: 01/31/2023

  Thank you for contacting Kroger Personal Finance and we have reviewed this concern.  We are sorry that the customer had an issue with their online gift card order. Gift Card Mall and Bulk eGift Cards are managed by Kroger partner, ********* *******. eGift Cards and our Gift Card Mall is operated by ********* ******** ***** on behalf of Kroger.  The information in this complaint has been shared with ********* for review and we estimate receiving a response back within 5 business days. 

   

  Thank you, KPF