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KCB - Issues reflected in latest CS chat

Ibotta-Addict
Skilled Saver

Evidently KCB (Kroger Cashback) has noticed something has gone glitchy in awarding cashback. Today I launched "chat" as usual, and rather than taking a minute or two, it is taking much more time. The rep is required to fill out a form on my behalf and submit for escalation. 

I hope these extra steps help them get to the bottom of the issue(s) many of us are facing the past week or two. 

20 Replies

Re: KCB - Issues reflected in latest CS chat

Rickibotta
Deal Master

FWIW, I have NEVER received any funds or even a followup via 'escalation'.  This has happened nearly 20 times, and each time I had to call back, complain to a manager, and get my funds.  Nearly all of those was over a year ago.  Perhaps some of you have had better luck.   I would have noticed had any mystery funds been added to my shopper card balance.  

I am curious whether others run into this problem or not.  Perhaps you got a bad agent.

I had to chat this morning about missing $5 for a Flu Shot and they helped me.  Of course that is not KCB.  But I was disconnected from chat 3 times before an agent helped resolve my issue by adding $5 to my Shopper Card.  The first time, we were mid-discussion and the other two times, I was disconnected before I even got to paste my query into the chat box.

Good luck to all of you getting your monies.  Maybe you will get lucky and an agent will help you??

@Ibotta-Addict   Just to clarify, did you get the credit or not?

“about me: Suburbs of Indianapolis Indiana. BOILER UP!! Favorite stores: Kroger & Meijer"

Re: KCB - Issues reflected in latest CS chat

Ibotta-Addict
Skilled Saver

This was the first time my issue was ever "escalated" without cashback on the spot. 

Since' it was the first time they asked extensive questions, I got the impression that they noticed that missing cashback was a trending matter/glitch that they needed to resolve. 

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Re: KCB - Issues reflected in latest CS chat

kty
Saver

@Ibotta-Addict @Rickibotta I contacted customer service on Monday and also got escalated without cashback on the spot.

The last time I used KCB is in the first week of October, and KCB was credited in two days. Then on Oct 23, 25, 27 I have four purchases with KCB, all pulled out from my account, but none get credited. I chatted on Monday about my Oct 23 purchase and it took more than 40 minutes for the customer representative to collect all info and got escalated without cashback, very frustrated. Then yesterday I contacted CS about my Oct 25 purchase, it took me another 40 minutes.  The customer representative explained the system was upgrading and not responded to the request of adding funds to my account. Finally she said it was done and she added $10 instead of missing $7.5KCB(1.5*5 for quake oatmeal). Later I went shopping and found only 10 cents was added!

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Re: KCB - Issues reflected in latest CS chat

Rickibotta
Deal Master

@kty 

You need to chat again and get your $9.90.

“about me: Suburbs of Indianapolis Indiana. BOILER UP!! Favorite stores: Kroger & Meijer"

Re: KCB - Issues reflected in latest CS chat

kty
Saver

Yes I chat again today and get $10. And also chat for the $10 Arm & Hammer toothpaste and get another $10. I'll shop tonight hopefully to see $20 in my card.

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Re: KCB - Issues reflected in latest CS chat

kty
Saver

I'll stop using KCB until Kroger figure this mess out.

Re: KCB - Issues reflected in latest CS chat

TXbelle
Deal Expert

I have always gotten credit plus extra when I call or now use chat. The credit cannot be seen on your cash back account since it's a store credit. Whatever the amount is you need to spend that amount or more or you will lose what you didn't spend. It doesn't carry over to the next shopping trip.  I have encountered rudeness only 2 times.  I did have a problem with a negative balance in my CB acct. It escalated to a supervisor who finally got it fixed.  I have always been given the asked for amount or more!  As many times that I have contacted Kroger CS,  you would think they know me.  It is the most frustrating rebate program ever!!!

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Re: KCB - Issues reflected in latest CS chat

PT00
Skilled Saver

@TXbelle Thanks for the info. I totally did not know that..that you had to spend the entire amount in one shot. So if you have more than 1 credit, will they lump it together? I opened an email ticket for the Quaker but have not done that for the A&H since it hadn't been 7 days yet. I do my deals separately and don't spend that much on a single transaction (or even on one trip). 

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Re: KCB - Issues reflected in latest CS chat

Amckinney7
Core Shopper

I just had an awful experience as well. 40 minutes of time. Hoping credit is there when I shop. Person I originally was on chat with kept insisting on coupon numbers and was pretty sure she didn't get rebate and no numbers. After 7 minutes on hold for a specialist, it disconnected and chatted with some that said he put missing funds on my card. First time, it was a super quick chat 

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