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:10/13/2022

  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.

  When I applied for Kroger “debit” card, I got denied, the reason had something to do with my address reported to the credit bureau. I would need to contact all three to get that straightened out. I’ve lived here for 21 years how far do they go back for a “debit card”? It took me about three months to get that taken care of and I applied again. Denied the second time, this time my address is being reported by the Post Office as fraudulent per Kroger. Hhhmmm that’s sounds funny because I used to run mail. But I called the Post Office anyway. Now we’ve added another two months to get this ”debit card”. So I call Kroger and explain my situation letting her know that the Post Office doesn’t report addresses as fraudulent and they would not say if they were investigating it. She is kind enough to walk my application to her supervisor for approval. On September 13, I received the APPROVAL email letting me know that the card should arrive in 7 - 10 business days. On Friday, I called because the card never came in the mail!! I’m on the phone for almost an hour, talking to two different people, one a supervisor to discover that I’ve been talking to the wrong department. I need to be talking to the application department for this “debit card”. THEY TELL ME I HAVE TO RE APPLY??
  Good bye Kroger

  Business Response

  Date: 10/18/2022

  Thank you for contacting Kroger Personal Finance. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our management team for review.  Once reviewed, I will share an update.     
  
  
  Regards,
  Kroger Personal Finance
  

  Customer Answer

  Date: 10/18/2022

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

  They left me a message from Kelly letting me know to apply again so they could manually approve, one hour later I got rejection email. I called and was placed on terminal hold for 30 minutes with no music, honestly I think I was disconnected on pur. So I called again and was told to call back today. I did and Kelly is out. This issue has not been resolved yet. 

  Business Response

  Date: 10/25/2022

  The update we received from the department that handles the debit card applications is that a representative connected with the customer on 10/20, an application was resubmitted and was approved.  Thank you for contacting us and we apologize for any inconvenience. 

• Initial Complaint

  Date:10/12/2022

  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.

  On August 24, 2022, I wrote a check for $61.07 at Kroger ********** in ********** **. Kroger cashed the check on 8/25/22 and again on 9/2/22. I discovered the error the first week of October while balancing my checkbook. I went to my bank branch where they instructed me to return to the store and have them correct it. The store said I had to call corporate to correct the error. I called corporate (30 min hold) and was transferred to the check department. The check dept. saw where it was processed twice said they "tried to send the second transaction back but it was rejected". I told him I did not understand how that was possible since they took it out twice. He said they would investigate and call within 3-5 business days. If not, I could call back. So, I called Y-12 (my bank) and they reimbursed my $61.07 and filed a dispute with Kroger. So, today (10/12/22) I wrote a check to ******, my check was declined by ******* Check Services. I called *******, a hold was placed on my Drivers License by Kroger. It will take up to 30 days for ******* to possibly correct. I called Kroger Corporate again. I have spoken with Kroger check department. She told me she would send the correction up the chain to have the hold taken off of ******* for my check writing capabilities. As of right now, I am optimistically hopeful.

  Business Response

  Date: 10/18/2022

  Thank you for contacting Kroger Personal Finance.  The customer contacted our call center on 10/12, this was researched and ******* has removed this information as of today, 10/18.  We were notified that the customer should be able to write checks as of tomorrow 10/19.  Thank you and a courtesy credit of $65 was added to the customer's shopper card on 10/13 for the inconvenience.   

  Customer Answer

  Date: 10/20/2022

  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.   However, I am disturbed by the fact Kroger knew the first week of September they owed me money, said the bank rejected their attempt to return it, made no attempt to contact me.  I had to find the error the first week of October.  If I had not found it, then what?  I spent many hours and phone call on this.  My name and driver's license are cleared.  I did not ask for compensation.  I am more concerned by the lack of understanding of the impact their error had on my life.  It is over, there is nothing else to do.  
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:10/10/2022

  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 have a Kroger elite mastercard and it is supposed to give me an extra 55cents of a gallon of fuel when redeeming 100 fuel points from kroger plus card, It is not giving me my extra 55 cents! Have tried multiple times contact store credit card and customer service, only to be ignored given incorrect information or the response " I don't know and I can't help you" I have had my time wasted multiple times when addressing this problem and have yet to receive my money!! I have receipts for all the transactions showing the fuel point discount only rewards applied! I have only used the credit card AND NO OTHER CARD!! I WANT MY MONEY!!

  Business Response

  Date: 10/12/2022

  Thank you for contacting Kroger Personal Finance and we are sorry to hear that you are having trouble with the additional fuel discount with the Mastercard.  In order to receive this discount the customer must redeem a minimum of 100 fuel points, scan the new shopper card number off the back of the credit card, follow the prompts at the fuel pump to request the total amount they want which includes use of fuel points and using their Mastercard and pay for the purchase with their Mastercard. Example Entering Discount: using 600 fuel points = 60 cents + Mastercard 55 cents = total discount entered is $1.15.  We see the customer received the discount occasionally over the last two months but mostly when the customer engaged the fuel pump.  We recommend paying at the pump (not Kiosk pre-auth) to correctly enter the right shopper card number and requesting the discount they want on the transaction. To apologize for the inconvenience we have added a $50 credit on the customer's shopper card good off groceries.  

  Customer Answer

  Date: 10/12/2022

  Better Business Bureau: THEY ARE LYING, the discount I received is only for the fuel points I redeemed!!  I have receipts showing the discount and amount of fuel in gallons and I triple check to see if I received the extra 55 cents when fueling at the pump which is how I was informed to do so.  I have been giving conflicting information by U.S. Bank, Krogers employees as well as their customer service reps.  I have in writing the process on how to apply the discount.  Unfortunately they pump doesn't give the option stated in the instructions only the ability to select fuel points by month and an option to apply.003 cents from card and that's all.
  
  
  
  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.
  
  
  Regards,
  
  
  
  ****** ***********
  

  Business Response

  Date: 10/18/2022

  In reviewing a few transactions (8/30, 9/12, 10/2, 10/9) the customer received the additional 55 cents off discount for all transactions except for the 10/9 purchase and that was because the transaction was paid for with cash and not purchased with the Mastercard.  The customer should view their redeemed fuel points from these dates to determine the discount received.  We would recommend as the customer prepares to get fuel they check their balance on their mobile app, select the option at the pump using current or prior months points, the system will provide the total discount they are eligible for which must be entered.  If a customer wishes to adjust the points, not use as many, that was the instructions provided to enter a different amount than what is shown on the screen.  The purchase must be made on the Mastercard to qualify for the fuel discount. 

• Initial Complaint

  Date:10/03/2022

  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.

  Bought $200 **** ***** gift card on 9Sept 2022. The paper covering to barcode and pin # was pasted to areas instead of usual gel spots. Would not be able to scan to use. Filed case # ******** with Kroger on 10 Sept 2022 for refund. Still needing to buy at **** ***** purchased a $100 gift card on 15 Sept 2022 and found the paper covering also pasted to barcode pin area instead of sticky gel tabs , which made it also unusable. That case number was of ******** was filed with Kroger on 15 Sept 2022. Kroger has received pictures of cards with issues and receipts in filing this complaint for a refund of defective items sold.

  Business Response

  Date: 10/12/2022

  Thank you for contacting Kroger Personal Finance and we are sorry to hear there was an issue with your **** ***** gift cards.  All prepaid card sales are final and our policy is stated on the activation slip at purchase, on the in store fixture and on our web site.  When a customer has a concern about their gift card they should contact the merchant or issuer for assistance.  We escalated this information to **** ***** to review & respond to this request.  **** ***** responded that they have sent the customer replacement egift cards to the customer's email address provided in this complaint.  The update is that this matter has been resolved. 

• Initial Complaint

  Date:09/22/2022

  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 9/9/22 I purchased a **** Gift Card from a local Kroger at *** ******* ******* in ****** ****** ******* for a friend as a birthday gift in the amount of 50.00, my friends told me she can’t use the card but it's showing an available balance for the amount of 50.00. I called the customer service number on the back of the gift card and spoke with a **** representative who told me that it was fraud on the card that was from back in January of 2022 I said ma’am I just purchase the gift card on 9/9/22. I went to my financial institution today which is 9/17/22 to verify that the money was taken of my card with them that was used to purchase the **** gift card in question and the charge was verified, bottom line I have a 50.00 gift card from **** that I can't use, I'm reaching out to BBB for a resolution from ****.

  Business Response

  Date: 10/04/2022

  Thank you for contacting Kroger Personal Finance and we are sorry to hear about this experience with the gift card you purchased.  We sent this information to ** ****, the issuer, who responded that this concern has been resolved. The card was
  registered to ****** ***** and mailed on 9/25. The customer was able to
  activate and use the funds on 10/2 and 10/3.  

   

• Initial Complaint

  Date:09/19/2022

  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 from Fred Meyer's on June 16,2022. It had a zero balance when I got it. Went directly back to the store with the card as well as my receipts. They said I had to call FM fraud unit and gave e their phone number. In turn they told me I had to contact ***** because it wasn't FM responsibility. I have spent hours on the phone with them and they said it is FM responsibility because they sold it to me. I am in the store at least 3-4 times per week and always check with Steve Anderson on this matter. Steve took me to talk to John, the store manager, and after speaking to him, he told me to bring in my documentation on that Saturday but it had to be before 11 because he was going to a birthday party. I took it all in and I believe gave it to Steve along with a thank you card and some fresh homemade cookies for each of them. John says he never got my paperwork . Steve looked for for it when I was in the store on Wednesday and couldn't find it. Unfortunately I didn't photocopy anything, however I believe it is in my phone. Each time I go in to the store I try to see John, but he never seems to be there. I know he has been avoiding me. Went in yesterday to get my paperwork back and he doesn't have it. I know he is lying to me and was asking me where I came up with $500 to buy a gift card. First of all, it's none of his business. I told him that I had saved it. He got very nasty as did I. He tried his best to confuse me but it didn't work. He kept asking who I gave it to. I had only done the issue with him and Steve. I might be approaching 80 but my mind is sharp as a tack. I want my $500 back. I can't afford, on Social Security to be losing it. He basically told me that I was lying therefore I told him the same. I would never lie. He on the other hand did. I need to get this settled so I can pay my obligations. That is a lot of money for me. I would be more than willing to talk to someone and even go for mediation.

  Business Response

  Date: 09/27/2022

  Thank you for contacting Kroger Personal
  Finance and we are sorry to hear you had an issue with the gift card you
  purchased. We conducted an internal investigation and confirmed that the
  card was  activated successfully, meaning the funds were loaded at the
  time of purchase. At Kroger, once cards are successfully activated at the
  register, the sale on prepaid cards (gift cards, prepaid debit and phone cards,
  etc.) becomes final. We are not able to offer refunds or exchanges on prepaid
  cards. Information on our prepaid card policy is posted on the in-store
  fixtures, on the receipt (activation slip), and The Kroger Family of Companies
  web sites. Prepaid cards should be treated like cash and card numbers/pins
  should not be shared with any unintended parties. As such, The Kroger Co. and
  its Family of Companies are not responsible for unauthorized use, fraud, or
  lost or stolen card.  If a customer has a claim of unauthorized
  use, the appropriate course of action is to contact the prepaid card issuer for
  assistance. 

• Initial Complaint

  Date:09/14/2022

  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 the Kroger store in **** ****** ******** to send $600 to ****** via ******* ***** to help my sister. The transaction should be a station to station (******* *****). The Kroger employee (******* ***** Representative) printed the transfer with amount, receiver ID, and tracking number. She also included banking information of receiver (which is not useful in a station to station transfer, probably causing confusion). The transfer did not take place when the receiver tried at several ******* ***** stations. I then tried to get a refund numerous times on the phone and going to four different ******* ***** outlets and just get a run around. Each call ended in just go back to Krogers and get your refund. Krogers claims the can do nothing and have absolutely no contact information for ******* *****. Same reasoning with the other outlets. I have been through this process about 10 times and realized it looks like a money grab, no way to get resolution. I resent the $599 to insure no confusion, it went right through ******* ***** fine. The transaction was $600 plus $6.50 fee ($606.50). I want a refund of ($606.50) for resolution. Tracking number ###-###-####. Date sent 09/07/2022. Effort everyday since to resolve. Thank you ***** ****** phone ###-###-####

  Business Response

  Date: 09/27/2022

  Thank you for contacting Kroger Personal Finance and we shared this information with ******* ***** on 9/21 for review and to assist with a response.  We have not received a response back yet and sent a second follow up request today on 9/27. Once we have more information for ******* ***** we will be able to respond to this concern.   

  Customer Answer

  Date: 09/27/2022

  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:09/10/2022

  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 GOOLE PLAY STORE CARD FROM KROGER FOR $20 THE CARD WON'T LET ME DOWNLOAD IT BECAUSE IT SAID I'M NOT IN THE UNITED STATES. I TOOK THE CARD BACK TO KROGER AND THEY SAID TO GET IN TOUCH WITH GOOLE. BUT THEY HAVE NO CONTACT NUMBER FOR GOOGLE. I'M OUT OF $20.00 AND NOTHING HAS BEEN RESOLVED. BECAUSE YOU CAN'T GET IN TOUCH WITH GOOGLE. IF KROGER IS SELLING THE CARD FROM THIER BUSINESS THE Y SHOULD BE RESPONSIBLE FOR RETURNING YOUR MONEY OR ISSUING ANOTHER CARD. PLEASE HELP

• Initial Complaint

  Date:08/11/2022

  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 received a gift card in December 2021 from a relative who is now dead. When I went to use the gift card there were no funds loaded on the card even though the package for the card had not been opened. I called the 1 -800 number on the back of the card which was US Bank who was able to find the card and stated that no funds were on the card. US Bank referred me to Kroger where the card was purchased to get resolution. I started the process on June 3 2022. They asked for more items including a utility as they are referring to item as change in address which is not. I provided all the information by June 27 2022 and no reply until August 8 2022 when I initiated an email asking for status. Kroger has asked in 3 email for the same information - copy of the card, and proof of purchase. I have sent the card 4 times now and explained that I do not have proof of purchase which they should be able to locate as the US Bank was able to find the information. To date there is still no resolution and again request for the same information.

  Business Response

  Date: 08/16/2022

  Thank you for contacting Kroger Personal Finance on your Visa Gift Card concern.  With this card being issued by U.S. Bank, we encourage recipients to contact the card issuer to address any financial or redemption concerns, additional information on this card may also be found on the U.S Bank Gift Card Cardholder Agreement.  As a courtesy, I have reached out to the card issuer for assistance with your concern.  While this specific gift card may have recently been received, it was originally purchased, activated and or loaded in 2014.  Visa Gift Cards purchased on or before December 31, 2016, U.S. Bank deducts a $2.00 inactivity fee each month after 12 consecutive months of inactivity.  Due to the time frame of inactivity after the purchase, activity and or loading of funds the gift card balance was fully depleted.  To resolve your concern and as a courtesy, U.S. Bank has waved previous fees and the full balance of the gift card is again available on the card.

  Customer Answer

  Date: 08/22/2022

  ****** ******** *******
  
  
  
  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:07/21/2022

  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 June 15th, 2022, I purchased a $300 prepaid **** gift card at Ralph's as a Father's Day gift. The card did not work for my dad, and when i called the number on the back of the card, I was told the card was invalid and that the card number did not have the correct bar code. We contacted Ralph's, and the store manager reviewed our receipts and confirmed that the card they sold me was defective. Ralph's will not refund my money or replace the card. They claim they have no control over the cards they are selling their customers. Right now anyone purchasing a gift card from Ralph's is in danger of buying defective merchandise with no recourse.

  Customer Answer

  Date: 07/21/2022

  Attaching images of the card and the activation receipt. I'm currently working with **** now to investigate, but still maintain that Kroger should be responsible for the products on their shelves.

  Business Response

  Date: 08/19/2022

  Thank you for contacting Kroger Personal Finance, we are sorry to hear that there was an issue with a **** Gift Card.  We have reached out to the **** Gift Card issuer (**** ****) for assistance.  **** **** was able to review the issue and a refund of $305.95 was issued to the Debit Card that was used for the original purchase.  This refund was submitted on 8/18/22 and may take 7-10 business days to reach your account.  We apologize for this issue, please let us know if additional assistance may be needed.  

  Greg R.

  Kroger Personal Finance

  The Kroger Company