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I have a Kroger Prepaid 1-2-3 Visa.A merchant processed an authorization on my card, then released the pending authorization when they processed the transaction.

US Bank NA did not receive the release authorization and kpf prepaid customer service has stated that the pending hold would not be released until today and post tonight at 12:01 CST to my account. The merchant, merchant processor both called and supplied the release authorization code 7 days ago. Regardless of the merchant banks processor authorizing the release of any pending charges, the Kroger Prepaid Visa, US Bank NA issued card company refused to credit the two transactions back into my account for over ten business days. The worst part is a supervisor was supposed to return my call over 5 days ago.

If Krogers and US Bank NA are unable to process Visa transactions correctly they should not offer this type of service and/or offer a resolution when a customer calls. The customer service reps should be able to clearly convey policy and procedure without making it appear as if it was an outside institutions or merchant error. Customer service escalation should return calls if it is stated that is what will be done. Poor customer relations and unclear policies make all parties involved with this service reflect badly on both Kroger and US Bank NA.

Once my money is posted over the next two days, almost 2 weeks later, I will be closing this account.I will also be posting online and filing a report with the BBB.

Monetary Loss: $80.

Location: Baltimore, Maryland

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Guest

Their "customer service" sucks. I've done it on their end so I understand sometimes the job sucks but I've had these particular "girls" be extremely rude.

They speak like a robot repeating the same script over and over and really don't understand how the system works. They can only give you rote answers. I've tried to do something as simple as change the phone number associated with my card account to my new one and it never happens.

It just reverts right back to my old number. pain in the ***

Guest

I've been using my Kroger Prepaid card for almost two years now. For the most part I've loved the points I get on my gas and groceries!

However, the Hilton hotel charged my card for almost $500.00 in error & immediately processed a refund and reversed the charges. I was advised by the customer service manager at KPF Prepaid/US Bank that even though the hotel immediately processed the refund (she stated she could clearly see this) that they are still going to hold the funds for 30days. No exceptions. Due to transactions like hotels, rentals, and a few more ridiculous reasons that it is their policy to hold the funds for 30 days.

That was the end of her explanation! I explained to her that this is three days days before Christmas, I'm a single mom with three children and that if my money is there I need access to it! I asked if she can see the funds are back in the account why are they holding my money. She advised again that this is their policy and the best she can do is escalate the call and have an escalation supervisor call

Me back within 48 hours.

Well it's now been 72 hours and I have yet to receive a call! The Hilton has provided a letter explaining the situation as well as their ledger showing where they immediately processed the refund. As soon US Bank releases the pending hold on my $500.00 I will NOT use this card again. This company has poor customer service and who in the world has ever heard of a company holding your funds for 30 days?

Policies like this should not only be illegal, if they have to be accepted than it should clearly be explained prior to any agreement!

I have a little over three weeks to go before they release my money...WOW!!!!! I am filing a report with BBB as well.

:-(

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