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:05/11/2024

  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 used to have a Koho card that I stopped using *** ***** **** * ****** ** ** ********* and forgot about completely for a couple years. When I decided to start using my Koho account and logged in online I saw I had a negative balance. I searched everywhere in my apartment to try and find the card but it was gone. So I contacted Koho and tried explaining to them what had happened and that I never made the purchases that made my account negative. Koho told me that I needed to contact the merchant because it had been longer than 90 days. I collected as much information from Koho as they would give me and started looking into the charge and found out it was made at ***** ***** so I contacted and gave them all the information I had from Koho. ***** ***** asked me to get Koho to do a chargeback but when I contacted Koho and asked them to do a chargeback they said no saying it exceeds their 90-day policy. They simply won't do anything to help me. I've been contacting them for months about this always getting the runaround and then when I finally got some direction on how to correct the fraudulent charge they wont help me with it now.

  Business Response

  Date: 05/11/2024

  Hello *****,
  
  After a comprehensive review of your account and prior communications, I would like to clarify the procedures and limitations concerning dispute eligibility.
  
  As previously stated, the transaction you wish to dispute occurred over 90 days ago. Regrettably, we are unable to initiate a dispute on your behalf in this instance. Our Help Centre article specifies that chargebacks must be requested within 90 calendar days. This policy is also detailed in your KOHO Cardholder Agreement.
  
  We understand that this may not align with your expectations, and we acknowledge the frustration that this situation may invoke. Nevertheless, at this time, we are unable to advance any further with the dispute process for the specified transaction.
  
  Thank you!
  KOHO
  

• Initial Complaint

  Date:04/11/2024

  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 had a merchant refund three purchase mistakenly taken from my account but my funds weren’t cleared by koho and are still pending on there end when asked about it several months later they’re playing dumb and said they were added to my account when I have proof they were not cleared into my bank account * **** ******** ** ****** *** ***** *** ********* ****** ****** **** **** *** **** ******* *** **** **** ***** ****

  Business Response

  Date: 05/11/2024

  Hello,
  
  Thank you for your patience.
  
  We apologize for any inconvenience that you've experienced.
  
  It seems you've experienced a process that often happens when a transaction is processed and a refund is issued shortly after by the Merchant. Merchants may issue a refund so you won’t have to wait for the original transaction to expire, which is what occurred in this case. This means that no funds were permanently debited from your account.
  
  For instance, on January 23rd, $34.63 was initially charged by the merchant, and they promptly issued a refund of the same amount. This brought your net balance to $0.00, $34.63 was both charged and refunded.
  
  This process is typical for all cards, except for debit cards, and is more noticeable on your KOHO account since you’re using your own funds. Our support team has already provided you with your statement for your review that shows the process clearly.
  
  We hope this provides more clarity on theses transactions. Please continue to reach back out to our support team if you have any additional questions.
  
  Thank you,
  
  KOHO

• Initial Complaint

  Date:01/11/2024

  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.

  My phone was stolen, and I cannot remember my password to my bank account nor can I reset my password as I don't remember the password to my *****. I have already attempted for hours trying to contact through chat with zero response.
  
  Please help me reset my password with a new email. I can verify my identity and many things such as transactions, payroll, Bill's etc.
  ***** ********* ************************ ( don't have access to this email right now)
  ************  Please call me or send me an email to my new gmail *************************

  Customer Answer

  Date: 01/11/2024

  I have resolved my inquiriy with KOHO, ****** *************** ** **********

• Initial Complaint

  Date:10/10/2024

  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.

  Receiving emails from this company implying I have account. I have never opened accounts with company. The company does not provide valid inboxes for response from customer service as company uses auto replies.
  
  ******* ******* ******* ******** *** ******** ******* *** ********* ******** *** ********* ************* 

  Business Response

  Date: 10/10/2024

  Hello *******
  

  Thank you for contacting us and sharing your concerns!
  
  We can confirm that no accounts are currently open under your name or email in our system. However, if you initiated the sign-up process by downloading our app, the app may have prompted you to create an account. Even if you didn't complete the account creation, you may still receive marketing emails. If you'd prefer to stop receiving these emails, you can easily unsubscribe by clicking the link at the bottom of any marketing email.
  
  If you have further concerns or questions regarding the content of the emails, please feel free to contact us at *******************, and our team will be happy to assist you. Rest assured, your inquiry will be thoroughly investigated, and you will not receive automated replies.

  
  Regards,
  KOHO

• Initial Complaint

  Date:09/10/2024

  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.

  Few days ago I transferred * ****** $250 via etransfer. The email *** **** is auto deposit to a different bank. It went k2k transfer without asking any permissions and now the money sent is in limbo. I contacted via chat says there is a subscription fee for using the chat. Tried emailing koho, and got a reply saying email isn't monitored. So where is the money I sent and how do I contact you without subscribing for a fee?

  Business Response

  Date: 10/10/2024

  Hi ******, I am sorry to hear about this, K2K cannot be cancelled or reversed. You will need to contact the recipient directly about this. 
  
  Thank you. 

   

  KOHO. 

  Customer Answer

  Date: 10/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I have contacted the recipient. It was never intended as a k2k transfer, ** *** *** **** ******* ****** ** ***** ***** ** ****** *********.  She can't access her account she has tried. So tell me what the next step is? 
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 17/10/2024

  Hello ******,
  
  We completely understand your concern and want to clarify a few points. KOHO-to-KOHO (K2K) transfers are never made without the sender's consent. When making a transfer, the app presents both the K2K and e-Transfer options, along with a clear warning that the amount will be instantly received in the recipient's KOHO account if you decide to send via K2K.
  
  For privacy reasons, we cannot share any information about another person's account. However, we can confirm that the recipient successfully received the funds. If they are experiencing any issues accessing their account, they will need to contact us directly for assistance.
  
  Regards,
  KOHO

• Initial Complaint

  Date:24/09/2024

  Type:Customer Service 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.

  Unhappy with the ******** investigation they did regarding a merchant who charged me and provided zero service.

  Business Response

  Date: 24/09/2024

  Hi, The dispute team can take up to 90 days to get back to you, as stated at the beginning of the dispute process.

  KOHO would like to remind you that inappropriate language cannot be tolerated towards our team, as much as we understand your frustration, *** ******** **** **** **** ** *** **** **** *** **** ** ***** *** *** **********. If you believe that KOHO does not suit your needs, you may want to consider finding a new financial institution.  

  
  Have a great day.

   

  KOHO. 
  

  Customer Answer

  Date: 24/09/2024

  
  
  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:24/09/2024

  Type:Billing 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.

  - Opened KOHO account in Feb 2024
  - Opened 2 lines of credit accounts with KOHO in the same month and maintained it for 6 months until end of July
  - Each month there is sufficient credit in the account wallet to serve the line of credit accounts, no missing payment
  - Account is closed on August 24, KOHO verified all outstanding balance are cleared and account was in good standing before proceed with closure
  - Sep 15, when I used *********, a credit score tracking app - saw a drop of 96 points in my credit score with only 1 change in report - KOHO has reported a "missing payment" in one of the credit line report for July
  - immediately reach out too KOHO - agent verified I do not have any missing payment and the account was closed in good standing - suggested and pushed me to open report with *******
  - ******* responded that I needed documentation
  - ****** ****** ** ****** **** no resolution
  
  Had a KOHO account for 6 months initially to build my credit score - had a 2 credit line accounts with them. I had made sure I have sufficient credit in my wallet every month and closed the account properly with no outstanding balance. But I got dinged with a "missing payment" out of nowhere and my ******* credit score dropped 100 points overnight!
  
  And since my account is closed - it is so difficult to talk with their customer support. First they acknowledged that my account was closed in good faith with no outstanding balance whatsoever, but they couldn't provide a written statement. **** ********** ***** **** ** **** ** *** * *** not understanding my dispute request that they had reported a missing payment to ******* and they had to reverse that.
  
  Each of the customer support agents just pushing me to one and another, ultimately pushed me to ******* but without providing any kind of support or documentation. So I am stuck in LIMBO with a 100-point ding in my credit score - by subscribed to their product so called that can improve your credit score.
  
  **** ** ** ******** *****

  Business Response

  Date: 24/09/2024

  Hey ****! 

  Thanks for reaching out about this. Please note that we do not have any record of a drop like that on your file here. We work with ******* and you could always reach out to them if you have questions or to request a copy of your credit report. 

  If you have questions for the team, we'll be happy to assist you. Simply send an email to *******************. 

  Thanks,

  KOHO

  Customer Answer

  Date: 24/09/2024

  
  
  Better Business Bureau:
  
  
  KOHO has managed to reach out separately and resolve the incident. You may proceed to close this case. Thank you for your assistance 

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

• Initial Complaint

  Date:12/08/2024

  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.

  On Monday, August 5th I stated the **** ******* in Brantford.
  I was charged $244. A $100 was a deposit on Wednesday. I got my deposit back for a $100 and beside it, it said pending. But the money was returned to my account. I stayed again on August 8th. Same thing 244 a $100 was a good hobbit. Today Saturday I had a $197 in my coho. Account $15 was spent leaving with a 175 then this afternoon. I got a notification saying that an authorization had expired. I looked at my account and that $100 deposit that I hadrawn from my account.
  Then about 20 minutes later, a $100. Was put back into my account, but it was not the 100 that was taken out it was. The deposit from the second visit August 8th. When I contacted them, they kept saying no deposit was taken care of and they gave it back. I kept trying to explain the attacks that. Yes, one would pause. It had been returned, but the second one had been taken away. And I just found it convenient that whenever I get every deposit returned. It's always highlighted and green with a plus side and samimpending. Yet, this time the second deposit didn't have that. I just set a count settled. So there's a $100 missing from my account in which they're saying that no, it's not. I've been in touch with the hotel. They said that both deposits have been released and the account was settled.
  I tried to call them and settle this matter. Did you not answer the phone I have tried chatting with them for over 2 hours and nothing is being settled.They keep saying that I am wrong that the deposit was returned.But you also took away the second deposit

  Business Response

  Date: 12/08/2024

  Hello *****,

  I'm sorry to hear that you're experiencing an issue related with these transactions.

  After reviewing your account and transactions, we've confirmed that the $100 in question has been returned to your balance on August 10, 2024 at 2:22 PM.

  Here's a breakdown of what occurred:

  - On August 5, 2024, there was an authorization placed on your account for $243.58. Your balance was $71.25 after this authorization.

  - On August 7, 2024, the transaction was settled for $143.58, leaving your balance at $136.25

  - On August 8, 2024, another **** ******* Brantford authorization was placed for $244.55. The balance after this authorization was $91.70.

  - On August 10, 2024, this authorization was settled for $144.55. The balance after this authorization was $176.00. This is where your $100 was returned to your balance.

  ************* **** ******** *********** ** **** *** * ****** ************* ** **** ******** *****

  Thank you so much for your understanding.

  KOHO

   

• Initial Complaint

  Date:02/08/2024

  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.

  Claim with id ************ *******
  Claim with id ************ ********
  
  These two claims - one with ***** I received an empty box (weight should be a lot higher as I purchased a phone).
  The one with ****** - they failed to keep my card secured and it was used for an online transaction. I only received an e-mail stating it was booked in detroit while I am in Toronto.
  
  Both claims failed as I have been been denied as they claimed no issues were determined. I requested for documentations and how to escalate but they failed to provide this as well. The original bank is with KOHO who is under *** ******** ***** *******. But *** ******** ***** ******* is saying that they are unable to assist with regards to specific KOHO transactions. The final dispute letter shows that I can escalate for reviewal first with *** ******** ***** ******* then Ombudsman. I have already reached out to the *** who is unable to assist.

  Business Response

  Date: 05/08/2024

  Hi, I am sorry to hear about this issue. The decision from the dispute team is final and is given after investigation. Both the ****** and the ***** disputes decisions were explained to you by our dispute team. You can contact the merchants or the local authorities if you still feel that the decision is not correct. 

   

  Thank you. 

   

  KOHO 

  Customer Answer

  Date: 05/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have filed a police report for both incidents AND spoke to the merchants for both they are unable to refund.

  So we are back to square one. Please advise as my funds are being tied up with no escalation. I don't understand why KOHO would submit a letter for escalation with ******** ***** ******* and Ombudsman when they are not involved with KOHO disputes?
  
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 07/08/2024

  Since our team has already reviewed your dispute and communicated the outcomes, there are no further actions for KOHO to take on this matter.

  
  

  Customer Answer

  Date: 15/08/2024

  
  
  Complaint: ********
  
   
  
  I am rejecting this response because I already submitted the documentations where ****** claimed there was indeed fraudulent activity on my account.. I do not know what the hold up is but it's been 2 months with no resolution.
  
  We keep going in circles here, ****** tells me to reach out to my financial institution you guys, I provided the police report already and everything that was asked.

  *** * ***** *** ********* ****** ** ******** **** ******** **** *** **** ****

  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 21/08/2024

  Hi, I can see that our dispute team is currently reviewing your request to reopen the claim. 
  Please note that we cannot go against the dispute team's decision. 

  Thank you

  KOHO

  Customer Answer

  Date: 28/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no resolution yet it’s been over 2 months.
  
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 28/08/2024

  Hi, I am sorry that it is not the answer you were hoping for. Please contact KOHO directly for more information. A dispute process can take up to 90 days. 
  
  KOHO. 

• Initial Complaint

  Date:07/07/2024

  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 an issue with uploading my ID to third party software. I made a KOHO account on the web under the impression that I was going to be able to spend my money and send money on a card without uploading my ID. I thought the only reason I needed to upload my ID was to earn cash back. This was not the case. The only reason I got KOHO was in order to try and get a product that was for some reason getting declined on my debit card. It didn't work anyways. So I said "Oh well. I'll just send it back to my bank." Nope. Can't do that. No send money button to be found and when I contact support they want me to verify my ID. * **** **** *********** **** ******. With persistence of what feels like at least an hour I tried to talk to support to get it back however they eventually stopped responding to me. *** *** **** **** * ***** **** *** ** *** *** * **** ** **** **** *** ***** *** ******* ***** ** ** **** ******* *** **** **** ** ***** **** * *** *******

  Business Response

  Date: 07/07/2024

  Hey *****! 

  We're so sorry that our verification process has not been working for you. I have asked an agent to reach out to you in order to assist you with the process. 

  Thank you! 

  KOHO 

  Customer Answer

  Date: 07/07/2024

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

  **** ** *** ****** ******** ******* ******* ****** ***** ** ** ********** ** **** ****** ******* ******* **** ** **** ***** **** ****** ******** ** *****. As spoken before, I never tried to validate my ID and don't plan to. I was under the impression I was able to use your service without verifying my ID considering the fact that I was able to send money to my KOHO account from my bank without validating my ID. Every other method you have is behind a wall saying you need to verify my ID with the singular method of e-transfer being free from such wall. With that in mind, I thought it was possible for me to do it that way and have it still be within your terms without having to verify my ID. Flash forward, I sent in $111 in order to purchase something, didn't work. From that point on I tried finding a way to send myself BACK the money I wasn't even able to use. No luck. Contacted support, they didn't want to give my money back without verifying ID even though I was able to put it in there without verifying my ID. ****** ***** ***** ******* *** **** ******* **** ****** ***** ** ********* *** ****** *** *** **** ***** ***** **** ****** ****** **** ** ***** ***** ************ ***** **** **. That's what kind of picture is being painted here because why would I need ID to get my money back that I put in without using ID? ************ ***** ******** ***** ***** ***** ** ** **** * **** *** ******* * **** ** **** ** ***** If they weren't going to give me my money back then I was going to spend it in anyway I can so at least they wouldn't have it and I would still benefit from it. Nope. After a single purchase, they locked the card and didn't let me purchase anything else. ***** *** ******** 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 20/07/2024

  Hey *****! 

  While we understand that you didn't expect to have to verify your identity, this step is needed to secure your account and protect your funds. Please respond to the agent that has reach out to you to get this matter resolved.

  Thank you! 
  KOHO