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:02/09/2025

  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.

  Issue:
  I made a purchase of digital services using my KOHO **********. The services I paid for were not delivered. When I attempted to resolve the matter with the merchant, they refused to provide a refund.
  
  I then contacted KOHO to file a dispute. On June 6, 2025, KOHO informed me in writing that they will “no longer accept disputes” from me and that I must resolve issues directly with merchants. This effectively prevents me from accessing **********’s dispute/chargeback process, which should be available to me as a cardholder.
  
  Why this is a problem:
  • The merchant did not provide the services I purchased.
  • KOHO, as my card issuer, has refused to allow me to dispute charges* * **** ****** ** **** ** ******** ********** ** *********
  
  Resolution Requested:
  1. Refund of the disputed amount(s).
  2. Assurance that KOHO will allow me to access the dispute/chargeback process in the future.
  ** ****** ** ****** ****************** ********* ** ****** **** ****** **** ******** ********** ********** * *** ******* ********** ******** ********** * ****** ******* ***** ***** ** ****** * *********** ********

  Business Response

  Date: 05/09/2025

  Hello *******,

  We have reviewed your account and previous conversations and can confirm that our team has already provided our final update regarding this request.

  Please note that your account will remain closed. For security reasons, we are unable to provide further details. For more information, you can refer to the Cardholder Agreement.

  Thank you for your understanding.

  KOHO

  Customer Answer

  Date: 05/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  I’ve reviewed KOHO’s response, and I must state that it is unsatisfactory and does not address my complaint.
  
  
  -KOHO has refused to process my disputes, blocking me from exercising ** ****** ***** the ********** chargeback system.

  -The transactions in question total $1,503.80 CAD.

  -After I informed KOHO that I had filed a complaint with the BBB regarding their refusal, they immediately closed my account. **** ***** *********** *** ****** ******* ******** ***** *********
  
  My request is not simply for an explanation of their “final decision,” but for KOHO (and their issuing bank, ******* *****) to allow my disputes to be properly submitted and processed under the ********** chargeback rules.
  
  I ask that BBB continue to assist me in pursuing a fair resolution.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 05/09/2025

  Hello *******,

  
  Following a full review, we confirm that your account will remain permanently closed. This decision is final, and for security reasons we cannot provide further details. For more information, please refer to the Cardholder Agreement here: **********************************************

  
  KOHO

• Initial Complaint

  Date:19/08/2025

  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 used my Koho card to buy food **** ************* on August 6, 2025, at 5:05PM. the food arrived looking ok, but as soon as I opened the package I noticed a few small black hairs inside the gravy on my poutine. I dug around in the dish a bit more to investigate, and then saw that along with there being hairs in the food, my mac and cheese bites didn't come with the correct number advertised. this isn't a dig at the restaurant because I know things happen, however koho is dragging on the dispute process and is actively ignoring me with my dispute I filed. I paid a total of $43.48 for the food. food bought was as follows: 10 piece boneless wings, poutine, 10 mac and cheese bites, and suicide/ranch dressing.

  Business Response

  Date: 19/08/2025

  Hello ********,

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to clarify our dispute resolution process.
  
  Our Process and Actions Taken:

  We have thoroughly reviewed your account and dispute. Upon receiving your initial complaint, we immediately initiated our standard dispute procedure, which includes:

  Immediate Action: We forwarded the dispute to our payment processing partners within one business week of receipt, as confirmed in our communication dated August 13th, 2025. 
  Industry Standard Timeline: The 90-day timeframe mentioned reflects industry-standard chargeback procedures mandated by card networks (**********), not internal delays on our part.

  Partner Network: As a digital financial institution, we work with established payment processors who handle merchant disputes according to regulatory requirements. This ensures proper documentation and compliance with financial industry standards.

  Current Status: Your dispute is actively being processed. As communicated, we will receive direct updates from our processing partners as the case progresses, including any requests for additional documentation and the final resolution.
  
  Our Commitment: While we cannot predetermine outcomes of legitimate dispute processes, we are committed to advocating for our customers within the established financial system framework. Our team remains available to assist with any questions throughout this process.
  
  We stand behind our customer service standards and dispute resolution procedures, which comply with all applicable financial regulations.
  
  Sincerely,

  KOHO

  Customer Answer

  Date: 19/08/2025

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:18/08/2025

  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.

  Actually i did transaction from koho account two days ago for 1500 bucks and one day before i also ask the customer agents if they can refund or dispute my payment if something happens **** ****. And they guaranteed it to me to refund that amount in mostly 2 days, * **** **** ********* ******* ****. The payment was made by e transfer from koho balance and many days happen they are like ignoring me *** *** ****** ** ********* and refusing to get my money.

  Business Response

  Date: 18/08/2025

  Hello ******, 

  Thank you for reporting the unauthorized e-transfer from your KOHO account. We sincerely apologize that you've experienced what appears to be a fraudulent transaction.
  
  We can confirm that we are actively investigating this matter. Since this e-transfer was processed as an auto-deposit, we cannot cancel or reverse it through standard channels. We must follow specific protocols to gather the necessary information for attempting recovery through the recipient's financial institution. Please be aware that this process may take up to 4 months due to the involvement of external parties whose response times are outside our control.
  
  We will contact you directly and may request additional information to support the investigation. We recognize the urgency of your situation and understand how distressing this must be. While we deeply empathize with your circumstances, we are bound by regulatory protocols that determine how quickly we can proceed.
  
  Thank you for your patience as we work together to resolve this matter.
  
  Best regards,
  KOHO

  Customer Answer

  Date: 18/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because your agents did ***** promises to me, one day before creating an account on koho app. I asked them if they can refund my money whenever i got scammed or anything like that. And they promised to me to refund that money by doing whatever. ** **** **** *** ** ******** **** **** *** **** ** ****** **** * **** *** ******* ******** ** **** **** *** * **** **** *********** ** ***** **** ******** ****** ** **** *** **** *** **** ****** *** * ************ ** ***** 
   
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 18/08/2025

  Hi *******,
  
  Thank you for your patience while we work on this issue.
  
  Our technical team is actively investigating, and we're waiting for their findings. Once we have an update, our support team will contact you directly with the details.
  
  In the meantime, please don't hesitate to reach out to our support team if you need any other assistance.
  
  Thank you for your understanding.
  
  Best regards,

  
  KOHO

  Customer Answer

  Date: 19/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because ***** ******** **** ** ***** *** ********* *** if your team promise a client anything then it's your team's responsibility to fulfill that. * ***** **** *** * ****** ******* * **** ***** *** **** ***** ** ******** **** ** ***** ******** ***** ****** **** ** **** **** ************** ** ****** ***** ** **** ******** **** *** *** ** ** ********* * **** **** ***** **** ***** i would like you to inform you that you should give me the same amount or by deducting some by your own side or you should provide me the same credit in the app to use it for me. Whenever that money will be back you can keep them. Thanks. I hope you can understand. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 21/08/2025

  Hi, we understand your frustration here. Please forward your police report to the email ************** 

  Thank you! 

• Initial Complaint

  Date:15/08/2025

  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.

  Hi,
   
  I tried communicating with my bank (KOHO) but either they don't reply or I feel like I'm talking with a chatbot, they are just repeating the same things over and over again without reading my messages. I filed a dispute for a transaction with an agent because I was not able to fill one myself (one field asked me to contact the merchant which I was not able to ******* **** * **** *** ******* ** ******* ****). And they keep asking me to file a dispute which I did with their agent already since not able to file myself for the above mentioned reason. I explained and reexplained over and over again to over 30 different agents for the past 10 days and even asked to speak to a supervisor but it didn't change anything they sound like chatbots too repeating the same thing a well. When I first filed the dispute they told me it would take 1-2 days, it's been 30 days + and it's still not solved. *** *********** **** ***** **** * *** ***** ** ***** * ***** *** ******* **** * *** ** *** * ***** **** *** *** ******* * *** ******** ******* * **** ******* ****** ** ***** * *** ***** ** ***** ** ******* **** *** ****** ********** **** ** ** ****** ***** *** ** *** ** *** ******* *** ******** ************ ***** ***** ** *** **** ****** **** *** *** ***** **** ** ************ **** **** ******* ****** ***** ***** **** *** ***** ********* **** ****** * **** **** ***** ******* **** **** * **** **** *** ****** ** *** **** ******* ******* ***** ***** *** *** ******* *** ******* *** ***** * *** *** **** ** ***** *** ******   *** *** ***** 

  Business Response

  Date: 15/08/2025

  Hello *********,
  
  Thank you for your patience regarding the unauthorized transaction dispute you initiated a month ago.
  
  What happened:
  We acknowledge that our team failed to follow through on our commitment to assist you with completing your dispute after you were unable to provide merchant contact proof. This falls short of the service standards you deserve, and we sincerely apologize.
  
  Next steps:
  To move your case forward, please:
  1. Complete the dispute form from your previous chat with us
  2. Email the completed form to ***************
  3. We'll prioritize processing your submission once received
  
  Important note:
  While we cannot complete the form on your behalf due to regulatory requirements, our dispute team will ensure your case receives prompt attention given the previous delay.
  
  We're committed to resolving this matter quickly and restoring your confidence in our service. If you have any questions while completing the form, please don't hesitate to reach out.
  
  Thank you for giving us the opportunity to make this right.
  
  Best regards,
  The KOHO Team
  

  Customer Answer

  Date: 19/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  my conversation on koho was closed

  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 20/08/2025

  Hi *********, thanks so much for your reply. 

  We can confirm that a supervisor has just sent you a chat to further assist you with your dispute. 

  Please respond directly to their chat so that we can continue assisting you with this. 

  Thank you for your patience and understanding with this.

  KOHO

  Customer Answer

  Date: 21/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  it says conversation has ended on my end, i cant reply or do anything
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 21/08/2025

  Hello Genevieve,

  Thank you for reaching out and for sharing all these details. We are really sorry to hear about your experience so far, and we understand how frustrating it must feel to repeat yourself without seeing progress. We want to make sure your case moves forward properly this time.

  Next steps to move your dispute ahead:
  1. Please complete the dispute form that was shared with you in your previous chat with us.
  2. Once filled, email the form to ***************.

  Due to regulatory requirements, we’re unable to fill out the form on your behalf. When filling out the section that asks for additional details, you can explain your case in full there. The form does mention providing proof, but if that doesn’t apply to your situation, you don’t need to include it.

  We know this has already taken longer than it should, and we’re committed to resolving this quickly. In short: Please fill out the form with the details of your case and send it to ***************. You don’t need to attach proof if you don’t have it, and while we can’t fill it in for you, our team will take care of it once received.

  Thank you for your patience, and please let us know if you need any help while completing the form.
  
  Regards,
  KOHO

• Initial Complaint

  Date:15/08/2025

  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.

  KOHO has locked my account with more than $600 in it. My access was removed. Customer service not there only bots. Can't retrieve my money and I have been with them since 2022

  Business Response

  Date: 15/08/2025

  Hello,

  The balance of your account was transferred to  yesterday to the email address on file. Our team has communicated this to you.

  Please reach out to us if you have not received the etransfer.

  Thank you

  KOHO

• Initial Complaint

  Date:14/08/2025

  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 submitted a dispute form 6 weeks ago and did not hear back. I followed up this week and am being asked for documentation. The charges are coming from a company ************** that requires payment to talk or contact them. The are charging what appears to be a subscription or membership that I never signed up for. Koho is refusing to submit the dispute to ********** since there is no documentation. There is no documentation because I never signed up for anything. Here is what they wrote: "Since you do not have an accurate reason to dispute the transaction. As a result, we will not be disputing this, and your dispute is now closed. If you obtain documents over the next few days or weeks relevant to your claim, you can share it with us here within 30 days from the date your dispute was submitted, and we may consider reopening your claim for processing. Otherwise, since the funds are with the merchant, you will need to try and reach a resolution with the merchant directly."
  
  I told them numerous times that I don't want to provide a credit card number and have to pay them to make contact. They can do that. They are charging $86 to my card every month.

  Business Response

  Date: 14/08/2025

  Hi, 
  It looks like the dispute form was not correctly submitted. It was submitted as " I was charged for a trial / subscription that I had previously cancelled" But you then stated to the agents when they asked for more details that you had never subscribed to anything - which is okay - But then does not align with what was entered in the dispute form and therefore cannot be disputed as such. You might need to submit a new form for this dispute. 
  Thank you. 

   

  KOHO

• Initial Complaint

  Date:13/08/2025

  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.

  Trying to dispute a charge sent the information over and over having to constantly repeat myself won’t accept my dispute for the cancelled subscription and closed account yet I got a charge *** * **** ******** ***** **** * **** ***** ** ******* **** *** **** ********

  Business Response

  Date: 13/08/2025

  Hello,

  
  I understand how frustrating this has been for you. I can confirm there’s already an open investigation for your dispute. Please respond directly to that ticket so our team can keep all your information in one place and move the review forward as quickly as possible.
  

  Thank you, 
  KOHO Support

  Customer Answer

  Date: 13/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I need my dispute to be accepted
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 14/08/2025

  Hi I am sorry to hear about this. But the KOHO team has advised you about the reason your disputes are restricted and also advised to contact the merchant to settle this dispute. 
  Thank you. 

   

  KOHO

  Customer Answer

  Date: 14/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because

  I will be closing my card soon **** ******** ******** 
  
   

  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 15/08/2025

  Hello,

  I see you’ve been in touch with our Disputes team. This process can take up to 90 days, though it’s sometimes resolved sooner. There are typically no updates before then, so you’re welcome to check in for the outcome after 90 days from July 7, 2025. You can also monitor your transaction history if the chargeback is ruled in your favour, the funds will be returned to your account. ??

  Thank you

  KOHO

• Initial Complaint

  Date:13/08/2025

  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 opened an account with koho 6 months ago and everything was fine up until the end of May beginning of june when I noticed some money missing and I was getting notifications that I was making purchases I wasnt. To stores online ive never heard of. So I contact koho tell them what's happening and they opened up a file with thier fraud department. Once that was done they sent me an email requesting I ask the company's for my money back, I make a police report of the instances and get back to them. So I did all the above only fir the company's to deny my request however the police report was made. I sent all this information to koho and somehow they have denied returning the money that was taken from my account. I have no idea who made these transactions. I've never heard or had any history of purchasing from any of the company's in question. That was also proven. But they still won't return my money. * ** ** * ***** ****** ***** ***** *** ******* **** **** ***** **** *** ************. The one company has back to back transactions 7 times for the same amount and they still are denying my claim. * ****** ****** ** **** **** **** ** ***** *** ** **** ** **** ** ********** * **** ******* **** ***** ***** ********** *** ******** ******* ** * ** *** *** *** **** *** **** ** **** *** ** *** ****** ** ** ************ * **** ** ******** *** **** ****** 

  Business Response

  Date: 13/08/2025

  Hello *******, 

   

  We’re sorry for the frustration this has caused. We understand how significant $165 can be and appreciate how quickly you reported the transactions and shared documents.
  Our review found the charges were processed using the secure chip on your KOHO card, which requires the physical card to be present. Since you confirmed you still had your card, and under payment network rules, we couldn’t verify the transactions as unauthorized.

  
  While the investigation is closed, we encourage you to continue working with local authorities. If new information becomes available, we’ll review it right away. KOHO takes fraud prevention seriously and remains committed to protecting our customers.

   

  Thank you

  KOHO

  Customer Answer

  Date: 14/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is not possible for the transactions to have been done from my chip. I had the card and as I was calling koho with my card in hand transactions were being made. Please check all the transactions in question again as there 100% has been a mistake. I'd like to add too that I barely ever use my physical card, 98% of my transactions are made with the tap on my phone so again please double check these transactions bc this was 100% fraud and i need my money thst whomever stole from me by fradulant authorizations. One transaction literally has mississauga in the name of the transaction so please check again as $553.04 is an incredible loss i cannot afford. Thank you 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 14/08/2025

  Hi *******,

  We know this isn’t the outcome you were hoping for, and we are truly sorry for the frustration this has caused.

  We carefully reviewed all the details you shared during the dispute investigation, but we weren’t able to find enough evidence showing that your personal or payment information was misused. Without that proof, we can’t move forward with reimbursing the claim.

  We understand this is disappointing, and we want you to know that your concerns were taken seriously every step of the way. If you notice anything new or unusual on your account in the future, please reach out right away so we can step in quickly.

  We appreciate you being part of our community and we’ll always be here to help keep your account safe.

  Best regards, 

  KOHO

   

  Customer Answer

  Date: 16/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I legitimately did NOT make any of the transactions in question.  It looks like fraud all. Over. *** ***** ********* *** ******* **** ***** **** ** ********* ****** 

  
  Sincereley****
  
  
  
  ******* *****

  Business Response

  Date: 18/08/2025

  Hi *******, 

  We understand the frustration with this situation. If you would like for our team to take another look, please reach out to us at *******************. 

  Thank you!

  Customer Answer

  Date: 19/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:although reaching out to the escalation team is something, it doesnt resolve the matter at hand which is me being out $553. I will reach out to the team, however I do not want to close this matter here as it isn't resolved yet. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 20/08/2025

  Hello *******,

  As advised, after a thorough review of all the information you provided, we weren’t able to find sufficient evidence that your personal or payment information was misused. Because of this, we aren’t able to proceed with reimbursing the claim.

  
  At this stage, the best next step is to work directly with your local authorities, as they are best positioned to investigate further and provide any additional documentation that may be required. Once you have that information, please share it with us so we can reassess your case.

  
  We know this is disappointing, and we want to reassure you that your concerns were taken seriously throughout our investigation. In the meantime, if you notice any new or unusual activity on your account, please let us know immediately so we can take action quickly.

  Thank you for your understanding.

  Customer Answer

  Date: 20/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:this may help it does not provide a solution. I need my money refunded that is the only way it has been fixed thank you 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:12/08/2025

  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.

  The company offers a program called roundup where you get money back on purchases. In this program you get back 1$ for 10$ spent. The company stop paying me the program for purchases with two vendors totalling 11000$ dollars. The program offered 0$ roundup money. *** ******* ** ****** ** *** **** **** **** **** ***** ***** ***

  Business Response

  Date: 12/08/2025

  Hello *******,

  Thanks for reaching out about the RoundUps program. I’d like to clarify how RoundUps work, as we want to make sure everything is clear.

  RoundUps are not bonus payments or extra rewards from KOHO. Instead, they’re a way to help you save by moving small amounts of money already in your account into a separate savings section. This is simply an internal transfer of your own funds within your account — your total balance doesn’t increase or decrease because of this. It’s just moved to a different “bucket” inside your account.

  Importantly, RoundUps can only be generated if you have enough money in your Spendable balance at the time of purchase. They cannot be taken from your Cover balance. So, if RoundUps didn’t show up for some transactions, it’s likely because there weren’t sufficient available funds in the Spendable balance to move.

  You can think of RoundUps as an automatic way to save by organizing your own money differently — not as an additional payment from KOHO.

  ****** **** **** ** ***** *** *** ******* ******* *** **** ******** **********************************************************
  
  We appreciate your understanding! If you have any more questions, we’re here to help.
  
  Regards,
  KOHO

• Initial Complaint

  Date:11/08/2025

  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.

  I’ve gone to KOHO several times to dispute valid transactions and they’ve failed me 90% of those times. * ****** ** **** ** **** ** ** **** ** **** ** ******** *** ** ***** **** ******* ** ****** ****** **** ********** ** ******* ** **** ***** ******* *** ******* ** ********* *** ******* * ******* **** **** *** *** * *** ******* **** **** **** *** ******** **** ****** * * ***** **** ** **** **** *** *********

  Business Response

  Date: 13/08/2025

  Hi, I am sorry to hear about this. KOHO requires some supporting documents to action a dispute - Additionally KOHO also contacts the merchant to get some supporting documents from them. Then the investigation can lead to a dispute won or not. KOHO usually gives you the result of the dispute and explains if it was not won the reason why.
  Thank you. 

  KOHO

  
  

  Customer Answer

  Date: 13/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  several times I gave what I had to & I didn’t even get a chance to rebuttal against the merchant before an outcome happened. You guys are supposed to help me get my money back

  
  
  Sincerely,
  
  
  
  **** ******* ********

  Business Response

  Date: 14/08/2025

  I am sorry that you are rejecting the KOHO answer. KOHO Follows the dispute process stated in their FAQ here: 
  ******************************************************************************
  If the dispute team does not receive the requested supported documents -  If the merchant provides other documents the claim can be lost. The dispute team decision is final. 
  Thank you. 

   

  KOHO. 

  Customer Answer

  Date: 14/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  it ******* sides with the merchants & you don’t give another chance for rebuttal information 

  
  Sincerely,
  
  
  
  **** ******* ********

  Business Response

  Date: 15/08/2025

  Hi,

  I’m sorry to hear about your experience. To process a dispute, KOHO requires supporting documents from you and will also reach out to the merchant for their documentation. Once all information is reviewed, the investigation will determine whether the dispute is won or not. KOHO will share the results with you and, if the dispute is not successful, explain the reason why.
  

  Thank you.

  KOHO