Kroger review: Kroger fuel points... Cannot redeem kroger reward points 5

February 11, 2022

RE: Kroger Fuel Point Problem – Loyalty # ##########

Beginning in January, I have NOT been able to redeem all of my Kroger Fuel Points. For example, when I punch in a discount of 40 cents into the pump screen, it only gives me 10 cents at the pump. I’ll attempt to explain what we have been thru with this problem.

In September 2021, we applied for and received a Kroger Mastercard, under the promotion that gives back 55 cents per gallon for a year. This is working at the pump, so that is not the problem.

On January 24th, I stopped at the Kroger # 620, in Jasper, Georgia. Knowing I had 300 points to use up, I entered 30 cents on the screen, but as I was pumping fuel, I realized that I was only given a discount of 65 cents. (55 + 10 cents redeemed = 65 cents) I thought I must have done something wrong and continued pumping about 25 gallons of diesel in my truck.

On January 31st knowing we had points we needed to redeem, we went to our local Kroger # 408, Canton, Georgia and again, I could only redeem 10 cents. My wife called Kroger support after that to report the problem. The general feedback we got was that we weren’t working the fuel pump correctly, even though I had been redeeming points for months prior to this problem.

On Wednesday, February 9th, I went to Kroger # 419, Woodstock, GA. KNOWING we had a problem, I paid close attention to what I was doing at the pump. We had 1200 Kroger fuel points, so I punched in 40 cents, so with the Mastercard 55 cents & 40 cents worth of redeemed points, I should be getting a 95 cent discount. Again, the pump only gave me 55 cents + 10 cents = 65 cents. I pumped like $1.00, just to have a ticket for proof.

I then went to the attendant, named Haley, and Haley came out, did all the inputting at the pump and again…. Pump would only give me 65 cent discount. She had no answer. We thought maybe it was giving me the new 25 cents Mastercard discount, then the 40 cents for redeemed points, but later when I looked that the ticket…. I was getting the 55 cent Mastercard discount. I didn’t pump any fuel and drove on home, with my low fuel light coming on, which meant I was close to empty.

We called Kroger at [protected] and spent three (3) Hours on the phone with a young lady that tried to help us. Personally, I think tech support just didn’t believe her and did nothing to help resolve the problem. We were told we’d get a call the next day, and its Day 2 now… no call. She gave us a Support ticket # [protected]. She said she would credit us 500 fuel points for our trouble, but they haven’t appeared on our account yet.

On February 10th, I went to Kroger #415, in Alpharetta, Georgia. My wife accompanied me to document what was going on at the pump.

First, we used the Mastercard bar code to attempt to get the correct amount of redemption, at this point I again was punching in 40 cents. (55 Mastercard + 40 cents redemption = 95 cent discount). I pumped $1.00 to have a receipt that showed I only got a 10 cent Kroger point redemption.

Second, I used my alternate ID code to sign into the pump. Again, I tried to redeem 40 cents and only got a 10 cent redemption for a total of 65 cents…. Not 95 cents. Being my vehicle was on empty, I pumped in 27 gallons of fuel.

Third, as proof we were doing everything at pump correctly, we took a video on what we were doing on input screen. So, if anyone wants to see that we can email it to support.

We then went into Kroger and talked to the Manager, Jonathan. He looked up our Kroger points and listened to our information and agreed with us. But he said, we’d still have to call Kroger and he didn’t have a way to push this issue further along.

So, we waited for a call from Kroger, which hasn’t happened yet, thus causing me to write this letter. This used to work as advertised. Please resolve this issue.

Feb 13th, 2022 at 8:36AM _ Message Left on Phone

Hi, this is a Margo Concord Bedford connect and I'm looking for William this person visit for this week with regards to the email that you sent regarding the field point. If you wanted to call us back, please call this phone number [protected] and you can provide a case number [protected]. Thank you so much for choosing Kroger if you have a great day. Bye for now.

Feb 13th, Returned call to [protected] at 9:05AM… after 30 minutes, realizing this was going to be a repeat of previous calls, I asked for a supervisor. Angel, then took the call. She told me this had been forwarded to IT on Friday, so nothing will be done until Monday by the AT department.

Lady on second call could not pull up a Support # [protected], nor did she find the Support # [protected] from 02/09/2022 call.

Feb 14th, 2022, stopped at Kroger #680, Canton, Georgia to get fuel for wife’s car. Again, we entered .40 cents to be redeemed and again we were only given 10 cents off in Reward points.

Feb 16th, we have still not received any support from Kroger on this problem.

Today I looked back into my old Kroger Mastercard bills and now I suspect that December 13, 2021 was the last time a ticket shows getting a 95 cent discount at the pump.

Tomorrow, Feb 17th, I'll again go to try to redeem points at the pump, but having gotten any response from Kroger, I'm not optimistic of the result.