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: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: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

• Initial Complaint

  Date:31/07/2025

  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 woke up June 27th with my account at -11.96$. Which was already a bit odd because I have cover so if I don't have the funds for a bill it's usually taken from there and my spendable is at 0$. I check my transactions and see my Secured Credit Repayment was 1000$, which is strange since my limit is 500$ so the repayment is usually 500$. I brush it off to a computer bugg, take 500$ from my secured credit and everything's fine. Account's at 488$, cover is fully available with 250$ so I have 738$ total in my spendable, Secured Credit Building and Credit Building are at 0%. I spend my day at work, buy a few things, 65.40$ to be exact. It's in the evening around 6:30pm that I noticed my balance was at 172.92$, even though I had checked my account around 4pm that same day and was still in the 400$ mark. * ** ****** *********** ** ** ************ ***** ****** **** ***** **** *** ******** *** *** *** * ****** **** ***** ******* ***** **** *********** ******* ** ****

  Business Response

  Date: 31/07/2025

  Hello *******, 

  Thank you for your patience during our account review.
  
  We sincerely apologize for the frustration and confusion this situation has caused. We understand how stressful it feels when funds don't appear where expected, and We regret that your experience hasn't met KOHO's usual standards.
  
  After thoroughly reviewing your account, we can confirm that all funds are accounted for and your balance accurately reflects your transaction history. The $500 payment issue from June 27th was resolved, enabling your July withdrawals. Multiple $500 transactions were processed as expected, and since your secured credit building funds were fully withdrawn, that program has been cancelled.
  
  Regarding Pay Later access, your account is not currently eligible for this feature. However, we can definitively confirm there are no missing funds in your account.
  
  As a goodwill gesture, we'd like to offer you 3 months of our Extra Plan completely free. This includes higher cash back rates, no foreign exchange fees, and other premium features at no cost.
  
  If you're willing to give us another opportunity, we can set this up immediately.
  
  We have sent you an email regarding this matter - kindly review when convenient.
  
  Best regards,

  KOHO

  Customer Answer

  Date: 31/07/2025

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

  That is simply not the issue. The problem is money disappearing from my account ***** ** ******* ****** ** *** ******** *****
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 31/07/2025

  Dear *******,
  
  Thank you for your correspondence.
  
  We have confirmed that you are currently engaged in an active chat session with one of our supervisors, who is conducting a comprehensive review of your account and providing direct assistance with your inquiry.
  
  To ensure the most effective and timely resolution, we require that you continue working exclusively with the assigned supervisor who is already familiar with the details of your case. This approach prevents duplication of efforts and ensures consistent, accurate information.
  
  We expect your continued cooperation in this process and appreciate your understanding of our established protocols.
  
  We have sent you an email regarding this matter - kindly review when convenient.
  
  Regards,

  KOHO

• Initial Complaint

  Date:25/07/2025

  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 have been blocked from accessing my KOHO App account several times this year. I have had one unauthorized payment processed that caused me to not have any access to money. I have had to reset my password three times in the past 48 hours.
  It is not supposed to to an external website to log into the APP. **** ******* *** **** *********** **** ********** ********* * ** ******** ** ***** **** ******* *** ** **********

  Business Response

  Date: 25/07/2025

  Hello *****,

  We are really sorry to hear about the trouble you've experienced. We understand how frustrating it can be to have issues logging into your account, especially when you're trying to access your funds. Your concerns are absolutely valid, and we appreciate you sharing them.
  
  Looking into your account, I can see that you were able to successfully log in earlier today (July 25), which is great news. That said, we know the inconvenience of being locked out — or having to reset your password multiple times — can be incredibly stressful, and we're here to help make things smoother moving forward.
  
  I also wanted to clarify a few things about your account to help provide some context. You currently have both the Credit Building and the Secured Credit Building features active — these are two separate services. Regarding your Credit Building account, I can see that you have a credit line of $225. This full amount was withdrawn on July 3, and a minimum payment of $67.50 was collected on July 19. This is expected behavior for the feature, and we hope that clears things up a bit.
  
  Please know that your account security is our top priority. We are committed to protecting your information and keeping your KOHO experience safe.
  
  We’d be sorry to see you go, but if there’s anything else we can do to support you or clarify further, we’re here to help.

  Regards,
  KOHO

• Initial Complaint

  Date:24/07/2025

  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 had an etransfer deposited into a koho account witch they let me open without id and verified my identity by banking information I tried to get it out they said no they needed id so 12 months ago this happened.I then sent them my id after fighting with them for a year .they verified it said they were closing my account and would etransfer me my funds but the email I opened the account with doesn't take etransfers witch I told them and I then gave them the banking email so they could erransfer still nothing Go on there sight they cut off our conversations they give me about 10 different people in emails nothing accomplished they don't no anything ask me for all the same stuff **** ** ***********

  Business Response

  Date: 24/07/2025

  Hello **********,

  Thank you for reaching out and sharing your experience. We understand how frustrating this situation must have been and appreciate your patience.

  After thoroughly reviewing your account, we can confirm that the account is currently active and that the funds were successfully transferred out. From our end, there is no indication of any remaining balance.

  
  To help you further, we encourage you to refer to the ongoing conversation in your in-app messages or email thread with our support team. If you are still encountering issues or have additional questions, please respond directly in that conversation so we can continue assisting you efficiently and securely.

  
  We’re committed to resolving this matter and appreciate your cooperation.
  KOHO

• Initial Complaint

  Date:21/07/2025

  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 closed my account over two months ago and there was over $1,000 still in my Vault when they did it. I’ve contacted their support multiple times since then asking for any kind of update or explanation, and I keep getting the same generic responses — either they’re “reviewing” it or someone will “get back to me,” which never happens.
  
  I haven’t violated any terms that I’m aware of. I used the card for everyday stuff — groceries, bills, and saved money in the Vault. Suddenly, I get locked out and they freeze everything with no clear reason and no access to my own funds. ** **** ****** ** ***** **** ******* **** ******* ** ***** *******. I’ve asked for a timeline, an update, or anything specific and they won’t tell me anything. It’s been over 60 days now. ****** **** **** ******* ***** *** *** **** *** **** ***** ***** ** ***** * ****** ********* ***** ** ***** **** * *** *****

  Business Response

  Date: 21/07/2025

  Hello,

  Thank you for taking the time to review our response to this complaint made by the consumer. An investigation into this users account was conducted by members of our internal Fraud team and it was concluded that this users account was closed on 3/19/25 after it was confirmed there was fraudulent activity being done by the consumer thus leading to the decision to not release the funds left on the account. 

   

  Thank you.

  KOHO

  Customer Answer

  Date: 23/07/2025

  
  
  Complaint: ********
  
  
  
  Hello,
  
  
  Thank you for your response.
  
  
  However, I do not accept the conclusion provided without supporting documentation. I respectfully request that you furnish concrete evidence or detailed findings from your internal investigation that substantiate the claim of fraudulent activity attributed to my account.
  
  
  Please provide:
  
  
  A specific explanation of the alleged fraudulent activity
  Dates and details of the incidents
  Any documentation or data that led to the determination
  
  
  
  
  Until such evidence is provided, I consider the closure of the account and the withholding of funds to be unjustified.
  
  
  I look forward to your prompt and transparent response.
  
  
  
  
  
  ****** ******

  Business Response

  Date: 24/07/2025

  Hello,

  Thank you for taking the time to review this response to this complaint. This user was thoroughly investigated by our internal Risk team to have committed fraudulent activities such as account takeover and engaging in processing fraudulent e-Transfers from the account of the same victim. We are unable to provide the user with further details pertaining to the account closure for security purposes and stated in our KOHO Cardholder Agreement. 

  The decision to keep this account due to fraudulent activity in addition to making violent threats to KOHO employees has been made and final and KOHO will not be re-opening in the future. 

   

  Thank you

  KOHO

• Initial Complaint

  Date:10/07/2025

  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.

  December 6th 2024,
  I was staying at a hotel ,**********, outside od Edmonton, Alberta.
  I was planning on paying for a weeks stay. Plans changed, so I was given a refund back on my Koho credit card.
  Well for some reason
  KOHO decided to hold my refund because it didn't match any other transactions. At first, they didn't know why they were holding it.They just said they were holding it for chargeback, processing.. * **** ***** ***** *** ********** *** ******* *** **** *** ****.Since the moment this started..
  Okay, so then we're talking to end of January. I'm still communicating with them asking them for that refund..Koho then tells me that the refund came from ***********, well, if they did their homeworker, even looked at the transaction page, ****** ***** is under ****** ******, umbrella of hotels. It's specifies that right in the transaction..
  
  So they told me, I need the original receipts, .
  ****** ***** would not email them to me,
  I drove a total of 6hours to the hotel, i'm back to retrieve the printed out original receipts that state the exact amount refunded.
  I sent those off via email
  At this time, I have spoken and been passed on to over25 different people and every person I had to start over and give the same information. ** *** **** ******* ***** ** **** ** *******.
  
  Then out of nowhere success, your chargeback hold has been released.The money has been put back in your account,** **** ***** ** ********** ** ***** * **** *******
  
  Awesome 7:24am
  Then 7:25am chargeback returned to merchant.Go to the merchant and collect itI first called ****** *****.They hung up on me,I went there and they've called security on me. *** **** ** **** *** ** ***** **** *** ** ** ** ****** ********* *** ******* *** ** ***** ******* ****** ** **** ** *********** ** *** ***** * *** ****** ** **** ********* ******* **** ***** **** **** **** ** ****** ** **** ***** ** ***** **** **** ***** ***** ** ******** ***** * *** ****** **** ******* ***** *** ******* **** ** ******* **********

  Business Response

  Date: 11/07/2025

  Hello *****,
  
  Thank you for taking the time to share all the details of your experience with us — we truly understand how frustrating and exhausting this situation has been for you.
  
  We’ve reviewed your case thoroughly, and we can confirm that the amount in question was returned to the merchant’s account and is no longer being held by KOHO. Unfortunately, because the funds have already been sent back to the merchant, we’re unable to process or issue the refund from our side at this point.
  
  We strongly recommend that you reach out to the merchant directly to resolve the matter and claim the refund from them. For your reference, the return can also be tracked through ********** using the reference number: *****************
  
  We know this has been a long and frustrating process, and we truly regret that this experience has been so challenging for you. If you need us to provide any further clarification to assist you when speaking with the merchant, please don’t hesitate to ask — we’ll be happy to help in any way we can from here.
  
  Thank you for your patience and understanding.
  
  Regards, 
  KOHO

• Initial Complaint

  Date:10/07/2025

  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.

  Dear Better Business Bureau,
  
  I am filing a formal complaint against KOHO Financial regarding the abrupt and unexplained closure of my account which has left me without access to my primary banking account, direct deposits, and personal funds.
  
  I have been a loyal KOHO customer for years, using this account for my everyday banking, work-related direct deposits, and bill payments. Recently, I filed a dispute for a charge related to an aligner company after waiting over three months for my product to be shipped. I was informed that disputes can take up to 90 days, and I cooperated fully by providing all required documentation.
  
  Shortly afterward, unauthorized **** charges totaling $616 were made to my account over a 24-hour period. I immediately reported the fraudulent activity, submitted a police report, and provided KOHO with all supporting evidence.
  
  Despite following all proper procedures and receiving notice of a temporary credit, KOHO closed my account without any explanation or prior communication before the credit could even be applied. As a result, I have lost access to all of my funds, including legitimate deposits and refunds. I have also been unable to reach anyone with the authority to resolve or explain the situation.
  
  I am requesting the following resolution:
  • Immediate reinstatement of my KOHO account, or at the very least,
  • Release of all funds currently being held in the closed account from the disputed company
  • Direct communication with a KOHO representative to resolve this issue promptly.
  
  **** ********* *** ****** ******* ********* *********** ********** *********** **** *** ** **** ******** *** **** ******* *******. I have never violated any terms, and I believe this closure and lack of transparency are completely unjustified.
  
  I would like KOHO to review my case urgently and reopen my account without further delay.

  Business Response

  Date: 10/07/2025

  Hello ******,
  
  Thank you for reaching out and sharing your concerns with us.
  
  After a thorough review, our team has made the decision to keep your KOHO account closed. Please note that, for security and privacy reasons, we are unable to share specific details regarding the reason for this decision. We recognize that this may be disappointing, and we appreciate your understanding on this matter.
  
  At this time, your account does not hold any available funds. Our Disputes team is still in the process of reviewing your case with the merchant, and once they have an outcome, you will be contacted directly. Should the dispute be resolved in your favour and funds are credited back, our team will reach out to you with further instructions on how to receive them.
  
  If you have any additional questions or would like to escalate your concerns, you are welcome to contact us at *******************. We also encourage you to review our Cardholder Agreement, which outlines our terms and policies, should you wish to better understand the process and decisions made.
  
  Regards,
  KOHO 

• Initial Complaint

  Date:09/07/2025

  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 recently immigrated to Canada from the UK and decided to open an account with Koho. After having the account open for a few hours my partner transferred $800 on June 29th 2025.
  
  After the transfer Koho decided to suspend my account citing they needed proof I was living in Canada. I proceeded to supply them with what they asked for, a valid work permit, SIN number and my passport. Despite my efforts they always declined my legitimate documents. I tried multiple times using their support email and chat services, but because they use chatbots instead of real humans it's very difficult to make any progress.
  
  I then decided it was time to give up and get the money transferred back to my partners email. This was also impossible due to their ******* support. They have no way to be contacted via phone either so I am out of options
  
  **** **** ****** ** ******* ************ ***** *** ***** *** **** ********* ******** * ****** ** **** ** ********** *** ********* ** **** ** * **** ***** ** ******* ******* **** ***** *********** ******** ******* ** ******** ** ** ****.
  
  I would like the full balance of $800 refunded to the email of my partner (where it was transferred from) * ******************* ******** ***** *******

  Business Response

  Date: 10/07/2025

  Hi *****, thanks for reaching out.

  I can confirm that you are currently in contact with our support team that is further assisting you with this. 

  We have received your submitted documents and the agent will reach out to you with an update once the documents are reviewed.

  Please feel free to forward any questions directly to our support team so that they can continue assisting you. 

  Thank you,

  KOHO

• Initial Complaint

  Date:09/07/2025

  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.

  On July 6,2025 my account with Koho was wrongfully closed without so much as contacting me to request further information on the supposed ********** transaction that was reported! A very good friend of mine had sadly had his account drained at the end of May 2025 so after receiving their pay at the end of June he thought they were trying to drain this pay as well so he called me to ask that I transfer out the remaining funds from his account to my own so they couldn't take it again, so I did as requested! I also informed the sender to contact ** to report the unauthorized transfers at the end of May so that he could hopefully get his money back. He called ** informing them of the transfers at the end of May were ********** and unauthorized and the others were not! ** bank unfort. did not make note of this and send a refund request to KOHO stating that the transfer was ********** so KOHO closed my account! I have submitted proof to KOHO that the transfer was indeed authorized, that I even sent back $1500+ to the sender after the supposed ********** transfer, the sender also contacted ** to clarify that the transfers to KOHO were authorized and to cancel the refund request which ** did and yet my account still remains closed!! I have spoken to at least 20 agents who informed me the issue has been transferred to the internal team yet the agent spoken to tonight informed me it had never been reported prior....this is the only bank I use and I have all my payments being deposited into this account, why was I guaranteed that once ** cancelled the refund request that my account would automatically be reopened when it has yet to be done?? I have answered all questions, ********* *** *** ***** ** **** *** ******** *** *** *********** * **** ** ******* ** ** **** ** * **** * ******* ****** **** **** * **** **** ** *** *** ** ****** ** *** ** ** ****** ** ******* *********

  Business Response

  Date: 10/07/2025

  Hello ********,

  Thank you for taking the time to provide all the details regarding your situation. We understand how important access to your account is, especially given the circumstances you shared.
  
  After carefully reviewing your case and the documentation you submitted, we can confirm that the account remains closed at this time because the alerts from the sender’s bank regarding the clawback of the funds have not yet been fully retracted on their end. 
  
  To move forward, we kindly ask that the sender of the transaction contacts their bank once again and ensures that all requests to reverse the transfer to your KOHO account are fully cancelled and retracted. Once the alerts are officially withdrawn, please inform us, and we can reassess. Alternatively, if the alerts are not retracted, you’re welcome to follow up with us again after 45 days, at which point we can review the situation once more.
  
  We truly understand the urgency of your situation and encourage you to stay in close contact with the sender to resolve the issue with their bank as soon as possible. 
  
  Thank you for your patience and understanding as we work within the requirements of the financial institutions involved.
  
  Regards,
  KOHO

  Customer Answer

  Date: 15/07/2025

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

  ** *** *** *** *** ***** ** *** ****** ******** the sender has contacted ** on numerous different occasions to have them cancel the refund request from Koho so that my account will be reopened, yet Koho has yet to reopen my account as of today *** **** *** ******* **** ** ********** ** * **** *** ** **** ** ******* ** ********** ******** ** **** ** **** ** **** * **** **** ***** ***** *** *** ** **** *** ****** *** **** ** ******* ** **** **** ***** ********* ***** ** **** *** ** ***** *** **** ********** If I had access to my account I could show you that I recieved 2800$ from **** ***** and then not a day or two after I sent him back $1579 or something like that!! ** ** *** ********** *** ** *** **** ***** ****** **** ***** *******
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 17/07/2025

  Hello ********, 

  Thank you for reaching out, and for your patience as we worked on this issue. We have some good news for you, our internal team have reviewed this, and decided to conditionally reopen your KOHO account. 

  We would be sending you an email to provide you with more information about the situation. Thank you once again for your patience, and if you need any more assistance with your KOHO account, please don't hesitate to reach out to us. 

  All the best, 

  KOHO

   

  Customer Answer

  Date: 17/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I THANK YOU EVER SO MUCH FOR REOPENING MY ACCOUNT!! Unfortunately, now I am being told that my CRA BENEFIT PAYMENT is on hold ***** ** *** ** ******* ** **** So I am requesting that these funds be released IMMEDIATELY**** ** ** ***** ********** ** *** *** ** ****** **** ******* ** ****** ** ******* ******* *** *** **** *** ** **** ********
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 21/07/2025

  Hello,

  Thank you for following up. Upon checking your account I am not showing any payments on hold. Please feel free to reach out to our support team to provide the payment details and information so we can review.

   

  Thank you,

  KOHO