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:01/24/2023

  Type:Delivery Issues
  Status:

  UnpursuableMore 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 #*******6 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 shitty 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.

• Initial Complaint

  Date:01/22/2023

  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 12/15/22 I purchased an Ebay gift card for $30.00 at Store #**** I gave the gift card to my son on 12/25/22 and he went to use the gift card on that same day. The gift card had no balance and when I contacted Ebay about this they said the card had been used on 12/19/22. I had not been used by us and Ebay could see that but they would do nothing to help us (you have to have an account to use an Ebay gift card and Ebay could see that that gift card was not used by our account; they could see who's account used it). They told me that in order to get help with recovering my funds I had to go to the retailer I purchased my gift card thru. I contacted Kroger about my issue and they opened a case to look into this (I have a case #). I called back 3 times over two weeks to find out the resolution and Kroger ended up closing the case and telling me I had to get my funds back thru Ebay. So I'm getting taken advantage by both Kroger and Ebay.

  Business Response

  Date: 01/25/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear you had an issue with your gift card.  All gift card sales are final, the policy is stated on the in store fixture, the activation receipt and on our web site.  We escalated this concern to Ebay for review, the refund is approved on this gift card account.  If the purchase was made by credit/debit card the credit will post within 10 business days and if cash was used, a check will be received within that timeframe. 

   

   

  Customer Answer

  Date: 01/25/2023

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

• Initial Complaint

  Date:01/17/2023

  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.

  On December 12th I purchased (2) each, $250.00 **** Gift Cards from Ralphs
  
  Both Cards they sold me, the cards had been cloned or part of previous fraud. The cards are useless; called the number in the back, the card issuer. They confirm I loaded the money but says I cant use funds becuase of fraud issue with those cards. Only way to get them to work is to FAX them my personal information, legal ID, address etc so that they can send out new cards. I dont trust that.. have no idea who they are.
  Called Ralphs, number in the receipts, after all they sold to me and said that they can't do anything... they argue that they loaded my card...probably true, but a FRAUDULENT card, they're in business with Shady companies.

  Business Response

  Date: 03/03/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear you had an issue with your gift cards.  This information was sent to the gift card issuer, ** ****, to investigate and they responded that the accounts are active and can be used.  Please remember the cards can be used in store but must be registered in order to use online/phone.

   

  Thank you, KPF

  Customer Answer

  Date: 03/06/2023

  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's response is totally bogus, pretty much covering for them. I specifically called them twice, one time for each transaction, they claim that they properly made the transaction and loaded/activated the value of the cards. If I had any further questions or issues to contact the bank, card issuer. Which first of all is a total let down, they sell the product they should be able to handle it.

  When I contacted the card issuer, they gave me a whole story on how these cards do have money, but the actual cards have been compromised and they would issue new cards if I FAX them copies of my ID's along with home addresses etc... very frustrating and shady operation. Kroger/Ralph's should not be engaging in business with them. Kroger should be in the front-line taking care of US, me the customer... I will not share personal information with this other company I don't know, no clue where my information is going to.  

  So, no KROGER hasn't resolved any issue, they are passing down the buck. Extremely disappointed.
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 03/08/2023

  We received this concern and sent the information to the card issuer to investigate and respond. Kroger successfully activated the gift card at the time of purchase and funds were sent to the issuer.  We have a no refund policy on our prepaid cards which is stated on our activation slip, the in store fixture, and on our web site. ** **** was able to respond to us to share the update with the customer that the card accounts, balance or access to funds are available to resolve the concern.   We are not able to speak to the points the customer references in terms of the calls or request for documents between the bank and the customer. At this time the accounts are active, funds available, and we apologize for any inconvenience. 

   

  Customer Answer

  Date: 03/10/2023

  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.

   

  as stated in other messages or emails, Kroger is completely washing their hands on this matter. Yes, they did sell me a product and in good faith I think they think that their commitment is done. They engage with Fraudulent vendors, that I now have to jump through hurdles to get my cards activated. Not only is this a hassle, a security threat, giving my front and back license with home address, email, phone number etc to someone I don't know but also has been embarrassing for me with the people I gifted these cards to. I'm out over $500 dollars.
  
  
  Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:01/10/2023

  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 $100 Macys gift card on 12/12/2021 for my mother in law for Christmas 2021
  
  She decides to finally use it 11/2022 and found out it was an empty gift card. Then called macys to confirm the card is empty and money was never put on it. Macys can’t do anything about it because it was purchased at Fred Meyer and **** *****s never activated the gift card.
  
  Called numerous numbers through Kroger and they tell me to go in store. Went to customer service and they said they can’t do anything about it because this card could have expired but there’s no expiration on the gift card, and that they need the slip that was printed along with the receipt when the gift card was purchased but that’s false because I’ve bought several gift cards before and I never get an extra slip that prints out after my receipt.
  
  Want my money back for a gift card that was never activated. All it takes for customer service is to call the number on the back of the macys gift card to confirm with macys that the gift card never had money on it to begin with.

  Business Response

  Date: 01/18/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear about the issue with your gift card.  All prepaid card sales are final, the policy is on the in store fixture, online, and on the activation slip.  When a customer has a concern with their gift card they should contact the issuer/merchant for assistance on the account.  We sent this information to Macy's for review, the refund was approved and you will receive the refund within 10 business days.

   

  Thank you, KPF

  Business Response

  Date: 01/24/2023

  The refund is approved, if the purchase was made by credit/debit card this credit will post to the account within 10 business days.  If the purchase was made by cash a refund check will be received within the same timeframe. 

  Customer Answer

  Date: 01/26/2023

  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,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:01/10/2023

  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.

  We purchased a $200 **** *** gift card from the Ralph's (a Kroger company) location at **** ******* **** *** ***** ** on December 24th. On December 27th, we attempted to use the gift card at a **** *** to make a purchase and were told that the card wasn't active. I then spent the remainder of the 27th on the phone with both Kroger and **** ***** customer service, each pointing the finger at the other. **** *** maintains the card was never activated. Kroger maintains the card was activated and that it's **** ***** responsibility to activate it. We escalated the issue with Kroger, giving them copies of the receipt, gift card packaging, and gift card. Their decision was that the gift card was already redeemed, which isn't true. There was an attempted purchase, which was declined due to the card being inactive. A quick search on **** ***** website, plugging in the gift card number and pin shows that the gift card is inactive, not at a zero balance. We gave Ralph's (Kroger) $200 and they gave us a gift card that never worked. We just want our money back.

  Business Response

  Date: 01/18/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear you are having an issue with your gift card. All sales are final, our policy is on the in store fixture, online, and on the activation slip.  If a customer has a concern with their card account they should contact the merchant/issuer for assistance.  After investigating this card account it shows this card was purchase by someone else, last name *******, and this case is underway.  A refund is in process to the purchaser of this card.   

  Customer Answer

  Date: 01/18/2023

  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. 
  

  The business initially denied our request. I asked to speak with a supervisor and was told I would get a call back in 48 hours. When I didn't receive a call, I called them myself. At that point, they informed me that they had reversed their decision and were issuing us a refund. I am satisfied with the decision of the business to do the right thing, finally.

   

  Thank you.

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

• Initial Complaint

  Date:01/09/2023

  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 01/06/2023 I purchased a ***** gift card from dillons grocery store in ****** for $100.00 took the card home and Sunday the 01/08/2023 went to put the card on my account and the card said it had already been redeemed. Which was not possible since I had just opened the card with all the detail about it. So I contacted ***** to find out where my money went and was told they can't help me to go back to where I bought it and talk to them so I did I spoke with a person named Rhonda when I started to tell her what was going on she stopped me mid sentence and told me it was not Dillons fault all sales are final and that ***** will fix it. I again told Ronda that ***** said to come to them and she again told me that ***** will fix it. And said it not dillons fault it in *****. Well no one is helping me and I am out $100 dollars which is not far considering I never even opened the card expect at that moment. Just doesn't seem right I earned that money and it's a lot to me to spend I beleive someone owes me.

  Business Response

  Date: 01/18/2023

  Thank you for contacting Kroger Personal Finance and we are sorry there is an issue with your gift card.  All prepaid card sales are final, our policy is stated on the in store fixture, online, and on the activation slip.  When a customer has a concern with their gift card account they should contact the merchant/issuer for assistance on the account.  We escalated this case to ***** for their review & response.  A refund has been approved and should be received within 10 business days.

   

  Thank you and we apologize for any inconvenience.  

  Customer Answer

  Date: 01/18/2023

  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. 
  
  If I receive the refund as promised and I want to thank Kroger brand for stand up for me as a customer and helping me come to a good ending to this horrible things that has happen.
  
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:01/06/2023

  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 started a cell phone plan with kroger i wireless in Nov. 2021. The plan is a 3 month plan for $45.00 unlimited talk text and 3G data. The plan required setting up auto pay with my bank which I did. In Oct. 2022 I organized my bank statements and noticed that my account was being overcharged by i-wireless. The account started in Nov. 21 so I should have charges Feb. 22, May, 22 Aug 22, Nov. 22 then not again until Feb of 23.
  I had my bank print out all trans with i-wireless and I paid on 11/17/21 $49.87, 12/08/21 $49.87, 12/17/21 $49.87, 2/16/22 $49.87, 5/17/22 $49.87, 6/16/22 $49.87, 8/15/22 $49.87, 9/13/22 $49.87, 11/13/22 $49.04, 12/12/22 $49.87.
  Five times my account was overcharged totally to date $248.90
  I contacted i wireless through my cell phone and was denied contact with a supervisor. They were supposed to call my home phone but the one attempt to contact me I tried to call when I received the voice message but was told to wait for another call. I have written letters. At one point I was told money had been refunded to my account so I had to wait for my bank statement only to find out I was not refunded but charged two more months in a row.
  I can't stop the auto pay at this time as my cable tv and home phone account is linked to my cell phone as well as my home security. Customer support only gives their customers false promises and I am being ripped off. I have supporting documents but as they are from my bank I will not yet link them to this complaint. Not until you ask for them.

  Business Response

  Date: 03/03/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear you are having an issue with your billing.  This information was shared with the iwireless team to investigate and we received the following response on 3/2:

  This customer called us back in November 2022 where it was
  escalated & we discovered that this customer has two different accounts
  with us under two different names but using the same autopay credit card &
  address. Once discovered we attempted multiple times to contact this customer
  via phone & left voicemails but received no response/callback. This
  customers second account (below) has just recently been deactivated a little
  over a week ago because when the last autopay charge was attempted it failed do
  to “Card Reported Stolen”.
  
  Account #1: (Still Active)
  ending ****
  ******* *****
  
  Account #2: (Deactivated 2/18/23) ß Autopay was initially set up on 11/16/21
  thru MyAccount
  ending ****
  ***** ******
  
  Both accounts were being billed
  correctly. The customer's active account has the same credit
  card on it that she reported stolen so we will attempt to reach out to her
  again to make sure she is aware. 

  Customer Answer

  Date: 03/13/2023

  The reason for the dispute is because they are not telling the truth. I wireless was correct in saying that there were two cell phones and two accounts. I had a phone for my grandson for about 6 months but I stopped the auto pay and the account for his phone ended in August. I have the phone with the last use of service on it and I also tried to get back into that account and made sure it was closed and it said no account for that service so it was closed. The best way to verify that is to ask them to send a data usage statement for that phone number ###-###-####. The information is on the account page that we can access when we manage our accounts. Since iwireless is saying it was open until a week ago they should have that information at their fingertips and it will have nothing on it after Aug. 15, 2022.

• Initial Complaint

  Date:01/06/2023

  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 went to frys on **** *** ***** *****. I bought a total of 3 ***** gift cards in total 100 dollars. 1-50$ and 2-25$. The 50$ one we immediately got an error, that the code isn’t valid. I didn’t even leave the store and they told me I have to contact *****. I called ***** and they said it’s fry’s responsibility as they sold the card to frys. I call the number on the activation slip and it tells me to call *****. I can’t get thru to anyone at frys/krogers. Buying a gift card should not be a risk to the consumer buying it. I will not accept that I am out 50 dollars.

  Business Response

  Date: 01/24/2023

  We received this concern and sent the information to ***** for review & response on the accounts.  Refund is approved, if payment made by credit/debit this should post to account within 10 business days.  If cash purchase, a check will sent within same timeframe.

   

   

  Customer Answer

  Date: 01/24/2023

  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:01/04/2023

  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 husband purchased a $300 ********** gift card for me from Kroger #*** (**** * ******* ***** *** ******** **) on 11/2/22 and received an Activation Status Receipt. The package was unopened and intact. I attempted to activate the gift card online at ********************** on 1/1/23 and received an error message. I called the 888# on the card and was routed to a Customer Service Rep. I was informed the gift card had been deactivated because there was attempted activity on the card in September 2022 and it was sold and loaded with funds in November 2022. This indicated fraudulent activity and thus the deactivation. I was told they would look into it but contact the store where it was purchased since the problem happened there.
  I contacted Kroger Customer Support on 1/2/23. They informed me that the card showed the original $300 with no activity and to contact Prepaid Gift to activate the card. I explained I had already talked with them and the issue with the card. I was informed that Kroger has no responsibility for the gift card and I purchased it at my own risk. I asked them to assist me in resolving this issue with Prepaid Gift Customer Support and they said they would not be able to assist me. I was told that Kroger has no interest in tracking fraudulent prepaid gift card activities that occur with gift cards purchased from them.
  
  I don’t know all the rules and protocol of prepaid gift cards. However, I do know that Kroger #*** was given $300 for a prepaid ********** gift card and now the card is useless. As a paying customer who had no role whatsoever in the fraudulent activity, I am caught in the middle with no one willing to assume responsibility for reimbursement or replacement of the gift card. If Kroger indeed has no further responsibility beyond selling the card, then they need to post notices in the store that informs the customer you are purchasing at your own risk and we will not provide any assistance if you have issues.

  Business Response

  Date: 01/12/2023

  Thank you for contacting Kroger Personal Finance and we are sorry the customer is having an issue with their gift card.  This information was sent to ** ****, the issuer, and we received the following update on the this gift card account:

  The customer contacted the bank, the agent requested the necessary documents to confirm ownership. Those documents were faxed in and received. The team registered the card and mailed out a replacement card on 1/9. The customer was informed and agreed to accept a replacement card. 

  Thank you and we apologize for any inconvenience.  KPF
  

• Initial Complaint

  Date:01/02/2023

  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.

  I made an attempt to purchase $4,013.10 in gift cards to give to the employees who work for me. After over 20 minutes trying to get the transaction completed, they cancelled the entire transaction AFTER it had been processed against my debit card. I have received back in my account $1,400.00 of the transaction. I am STILL waiting for $2,613.10 to be refunded back to my checking account. I have spent countless hours over the past two weeks since December 17th trying to get this company to resolve the issue. I've been on the phone five different times, spent an average of 45 minutes to 1 hours 15 minutes on calls with no resolution. It has been a nightmare. It's not a small amount of money. There is NO SENSE OF URGENCY to take care of this for me.

  Business Response

  Date: 01/11/2023

  Thank you for contacting Kroger Personal Finance and we have reviewed this concern.  We reached out to our accounting team to check the status on this case, the refund is being process today back to the customer's card and should post within 10 business days. 

   

  Thank you and we apologize for any inconvenience.  KPF