Complaints

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:27/06/2025

  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 am writing to formally raise a complaint regarding repeated $60 bi-annual charges I did not authorize, with no clear explanation or record of what they are for, and no resolution from your support team.
  
  On June 21, 2024, I was charged $60 and immediately emailed KOHO to inquire. I received no response.
  On December 21, 2024, I was charged another $60, and again emailed to ask for clarification and to close my account. Still no response.
  On June 21, 2025, I was charged another $60. I emailed again and was told to contact customer service.
  
  On July 24, 2025, I spent over two hours in a support chat with a rep named *****, who stopped responding. The last message I received was:
  
  “Hi ********, I sincerely apologize for the delay in providing you with updates. I want to assure you that I am working on getting you in touch with the next level of support. Please know that we are dedicated to finding a solution that works best for you. Thank you for your patience and understanding.”
  
  No follow-up came. I still don’t know what these charges are for. Your team couldn’t clarify either. The lack of transparency and accountability is very concerning *** ***** **********.
  
  I am demanding the following:
  
  1. Full refund of unauthorized charges – $180 total.
  
  2. Immediate closure of my KOHO account to stop further billing.
  
  3. Written confirmation of both the refund and account closure.
  
  If unresolved, I will escalate to the Financial Consumer Agency of Canada (FCAC) and initiate a chargeback and fraud claim with my bank.
  
  Please take this seriously. The lack of transparency, communication, and action so far has been unacceptable.

  Business Response

  Date: 27/06/2025

  Hello ********,
  
  Thank you for reaching out and sharing your concerns with us. We’ve taken the time to carefully review your account and would like to provide some clarity.
  
  We can confirm that you currently have an active semi-annual subscription for the Credit Building feature, which renews at a rate of $60 every six months. This subscription is still ongoing. However, if you no longer wish to continue using this service, you’re welcome to cancel it at any time directly through the KOHO app.
  
  Please note that this feature was subscribed to directly through your KOHO account. The subscription can only be initiated by logging in with your personal credentials. If you no longer wish to continue with the Credit Building feature, you can cancel it at any time in the app to avoid any future charges. As per your request to close your account, a supervisor will be reaching out to you shortly via email to assist with the next steps in the closure process.
  
  If you have any additional questions or concerns in the meantime, please don’t hesitate to let us know.
  
  Regards,
  KOHO

• Initial Complaint

  Date:27/06/2025

  Type:Service or Repair 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 just want to close The koho account they've got all my information and never really helped me at all and it's like they want to hold on to my personal financial information
  ******* **** ******** ******** ******* ***** ***** ** ***** ** please help me close it please

  Business Response

  Date: 27/06/2025

  Hello *******,

  We’ve taken a look, and we can confirm that the account associated with the email you shared is already closed.
  
  If there’s anything else we can help with or if you have further concerns, please don’t hesitate to let us know. 
  
  Regards,
  KOHO

• Initial Complaint

  Date:25/06/2025

  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.

  Have an etransfer for 200 dollars pending since June 20th 2025 at 1:27am it is now Monday June 23rd 7:12pm...keep being told working on it ...it's a top priority hate to see if it's not.....can't even credit account till fixed been a frustrating 90 hours ket tell you now saying be another 72 hours very unprofessional

  Business Response

  Date: 25/06/2025

  Hi there, thank you for reaching out and we sincerely apologize for any inconvenience.

  We are in the final stages of resolving the issue with Interac and our team is working today to reverse all transfers that have failed. 

   

  We understand this is not ideal and we are working hard to get it resolved.

   

  Thank you for understanding,

  KOHO

• Initial Complaint

  Date:25/06/2025

  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 am writing to formally lodge a complaint against KOHO financial ,for failing to release the balance in my account following its closure.
  
  I held an account with KOHO, My Account was closed down on June 23 2025 with an email. I couldn’t entered my account to retrieve my funds. At the time of closure, the account held a balance of $340.00.
  
  However, Despite Multiple followups I was told by their customer service they contacted the internal team and would let me know when they have an update. the funds have not been released to me neither an update from them. I have been provided no clear explanation for the delay, nor any indication of when I can expect to receive my money. This lack of communication and delay in disbursing my rightful funds is unacceptable and has caused me significant inconvenience. * ** ********** **** **** ****** *********** **** ****** *** **** *********** ****** ** ****** that KOHO complies with its obligations.
  
  Thank you for your attention to this matter. * ** ********* ** ******* *** ******* *********** ******** *** **** ******* ** **** ********** ** ********* **** ***** *********

  Business Response

  Date: 25/06/2025

  Hi ******, thanks so much for sharing this, and we're so sorry for any stress this caused. 

  Please note that your KOHO account has since been reactivated, and you can now access your account and funds.

  Please log in and reach out to our support team if you need any further support with this. 

  Thank you and have a good day.

  KOHO

  Customer Answer

  Date: 25/06/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:24/06/2025

  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.

  On June 22 at 7:20 PM I went to log into my bank to move money between my account and also check my balance. I kept receiving an error message that my password was incorrect, which was not the case and when I submitted the change password option, I was not receiving the password Reset link to my email. This prompted me to contact customer support at which point I was advised that my account has been closed after a periodic random review and that they could not tell me why for security reasons. Keep in mind that I had used my card today at a couple of stores. When I pushed further, I was questioned about an e-transfer I had received on June 20 in the amount of $720. I proceeded to advise the customer service rep that the e-transfer was received from a buyer on ******** *********** after selling my phone to them. ****** ****** **** **** * *** ******* ** *** ****** the buyer reached out to me to advise He’s also having problems with his bank now thanks to the e-transfer. Customer support keeps telling me to wait an additional 24 hours while they investigate, but I’m not receiving any responses and it’s not progressing. When I asked if I could call to speak to a human being, they gave me a link to schedule an appointment and the earliest appointment isa week from now. As a person who is on disability, having no access to my funds that were in that account for days on end with no reassurance of any kind of resolution is extremely stressful. Not to mention that every time I ask them what happens to my money that was in the account when they closed it they don’t seem to have an answer. If my account will remain closed, then I need my funds. However, I feel it is completely unfair to close my account considering I have done nothing wrong here.

  Business Response

  Date: 25/06/2025

  Hello *********,

  We can confirm your account was re-opened today on June 25, 2025.

  Kind regards,

  KOHO

  Customer Answer

  Date: 25/06/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:23/06/2025

  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 received a credit card from Koho Financial and last August had my card hacked which had I believe about 700 on, it reported the fraud more then once
  
  I can't get ahold of anyone besides email and they don't email back or pass i on to another staff member
  
  I just found out that they are on my credit showing as a bad debt and collection account when I had money on the card
  also, says I have two account with Koho but only had one
  
  can't call
  very frustrating
  * **** ******** ****** *** **** *** ****** ******

  Business Response

  Date: 24/06/2025

  Hello there,
  
  I am deeply sorry to hear that your account was hacked. I want to assure you that I am here to help and I truly appreciate your patience during this difficult time. Would you mind sending an email to *****@****.ca? Our specialized team is dedicated to handling these types of requests and they will be more than happy to assist you.
  
  Thank you for reaching out to us.
  
  Warmly,
  KOHO

• Initial Complaint

  Date:20/06/2025

  Type:Service or Repair 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 need assistance with gaining access to my login credentials. I spoke with ****** via Live Chat and they informed me the email associated with my account is ********@*****.com, and they tried sending a Password Reset Link to this email and it didn’t work. ****** then informed me the matter would be escalated, but I knew it wasn’t in their interest to be of assistance in the matter any further. I hadn’t used my account for a while and I tried creating a new account, but it wouldn’t allow me as an account already exists. All I’m asking for is help to access my account as I would like to start using KoHo again. Could someone please assist me, it would be greatly appreciated!

  Business Response

  Date: 20/06/2025

  Hello *****,

  Thank you for bringing your concerns to our attention. We’re sorry to hear about the trouble you’re experiencing with your account. To help resolve this matter as quickly as possible, we kindly ask that you reach out to our support team directly through the KOHO app or at www.*************** as we do need to investigate the reason why you are not receiving the reset password link.

  Our team will be happy to review your account details.

  
  We look forward to supporting you further.

  KOHO

  Customer Answer

  Date: 20/06/2025

  I am rejecting this response because: I have done this, and it was of no help. I never received any response back or a follow up. They were supposed to have someone send a password reset link to my email and I have yet to receive that. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 24/06/2025

  Hello *****, 

  Thank you for reaching out. We understand that not being able to access your account can be a really frustrating experience, and we are very sorry for any inconvenience caused. 

  Upon further review, we can confirm that one of our supervisors helped you access your account on June 22nd, 2025 and your last login seems to be Jun 24, 2025, 7:29 am EDT. If you are still encountering any errors with accessing your account, please send us an email describing the error to *******@****.ca (please feel free to attach a screenshot of the error encountered in-app). 

  Thank you, 

  KOHO.

• Initial Complaint

  Date:19/06/2025

  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.

  My incoming deposits vs withdrawals do not match up. Roughly $200. Also, Koho is holding my security deposit ($30) for a plan that I have already cancelled. They are requiring me to make a payment of $10 even though I have already cancelled my membership.

  Business Response

  Date: 20/06/2025

  Hello,

  Thank you for bringing your concerns to our attention. We’re sorry to hear about the trouble you’re experiencing with your account. To help resolve this matter as quickly as possible, we kindly ask that you reach out to our support team directly through the KOHO app or at www.****************
  

  Our team will be happy to review your account details, look into the deposit and withdrawal amounts, and assist you with the status of your security deposit and membership.
  

  We look forward to supporting you further.

  KOHO

• Initial Complaint

  Date:18/06/2025

  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.

  Filed a charge back with Koho April 30. Was told that I would receive funds by June 16, if not earlier. It was noted at the time that it could run later if there's exceptional circumstances.
  
  May 30, I contacted Koho to see if the merchant responded or if they required additional info. I was told to wait until June 16.
  
  June 16 comes and goes. No refund. I contact Koho again, and they say 1-3 more business days for a representative to tell me what's going on.
  
  It's not a small sum of money, at over $450.
  
  Even the original merchant had encouraged me to file a chargeback as that's the fastest route to getting repaid (double payment. After I paid via online portal, funds came out of my usual bank account as well)
  
  I am very frustrated, and becoming increasingly concerned that I will never actually recover the funds. Koho has no urgency, and won't even let me know why there's a processing delay. ** ***** **** **** **** ********

  Business Response

  Date: 18/06/2025

  Hello ******,
  
  We have carefully reviewed your account, and we understand how frustrating this situation must be.
  
  We can see that your dispute was filed on April 30. As mentioned by our team earlier, the chargeback process can take up to 90 days to be fully completed.
  
  Please rest assured that your dispute is still ongoing. Our team is actively working on it, and we’ll be sure to contact you as soon as we have any updates or need anything further from your side.
  
  Thanks for your patience and understanding — we truly appreciate it.
  
  Warmly,
  KOHO

• Initial Complaint

  Date:16/06/2025

  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.

  Following (3) three dispute filings for unauthorized transactions, one of which by far has been finalized for chargeback, I have sent several emails regarding the chargeback amounts return and since KOHO terminated/closed my account for recent communications I’m simply unaware of taking place. While these disputes have followed their standard and respective protocols, I have yet to receive an adequate response regarding the return in chargebacks; by far, in the amount of $89, being one of three finalized for resolution.

  Business Response

  Date: 16/06/2025

  Hi - thank you for your message. Before your account closure. You used the Cover feature. Therefore the Cover funds are owed. if there is any credit in your account it will be used to repay the Cover fees. Thank you. 

   

  KOHO

  Customer Answer

  Date: 23/06/2025

   I am rejecting this response because of the extremely vague information provided regarding these apparent outstanding fees and the dispute charge-back amount covering therein; I have received no proof of this apparent outstanding fee, neither a comprehensive statement of the previous 3 months regarding the final balance of my account, which was terminated at sudden.
  
  
  
  Sincerely,
  
  
  
  ********** ******

  Business Response

  Date: 24/06/2025

  Hi, 

  Thank you for your follow up and apologies for the response not being clear.

  The only dispite that was won was for $88.95 and the credit was applied to your account. Since you owe Cover the credit was applied back to your Cover loan, which still has a remaining balance of $151.78 outstanding.

  any other disputes were not won and this should have been communicated by our disputes team directly.

  Thank you,

  KOHO