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:04/07/2024

  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.

  I have mentioned fraud on my account more than 10 days ago and have not gotten any serious follow up to my complaints but automated emails et asking me to wait for 1-2 days everyday.
  
  *********** policy require an immediate refund and then a debit if dispute doesn’t go “my way”. This is not what is happening and I am tired and cannot talk to a human…

  Business Response

  Date: 24/07/2024

  Hello ******,

  Thank you for reaching out, we are sorry to hear about this matter.

  We have taken the time to look into this for you and we see that our designated team has reached out to you with an update for this matter.

  Please refer to the open conversation with them.

  Thanks,

  KOHO

  Customer Answer

  Date: 25/07/2024

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

  I did receive and answer saying that some transactions (a really small part of it) were refunded but most part of it has been rejected because of 3DS. 
  

  No where in ********** policy is it indicated that 3DS is a reason for not pursuing unauthorized transactions. 
  

  I understand this is an extra layer of security, but this is not a legal reason to close a case as I have been informed by **********.

  This is what I understand from what I believe is the last message I received. If I am in the wrong, please reach out to me and explained further as I understood from the last exchange that most of my request was denied.

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

  Business Response

  Date: 10/08/2024

  Hi, I am sorry to hear about this. The #DS authentication basically means that a code is sent to you via sms ( or email depending on the cases) to confirm the transaction. Therefore, you might need to contact the local authorities when it comes to a 3DS transactions.
  Thank you. 

   

  KOHO. 

• Initial Complaint

  Date:19/06/2024

  Type:Order 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.

  in feb 2024 i opened a koho account. i etransfered myself money from my other account. i was able to use my account a few times and than 1 day i wasnt able to sign in. it took me weeks too get a hold of a real person. they wanted to verify my identity.. they told me to attach my other bank account. i attached 2 of my other bank accounts both in my name only. they werent satisfied they want my id i send it... now the just continue to tell me to do the same things over and o ver again even tho i am telling them i did this already. they keep telling me i have another account. i have told them a million times i do not. they are extremely hard to contact and even when i do get to talk to someone i am just told the same things over nad over again. they say they closed my account but i had 600$ in it wheres my money and why am i beeing charged a monthly fee if my account is closed they are stealing my money

  Business Response

  Date: 22/06/2024

  Hello *******, 

  Thank you for reaching out and taking the time to fill out this request. At KOHO, we allow one account per user. Upon review, we noticed that you had opened several accounts. To comply with our policy, we closed the duplicate accounts, leaving your primary account open.
  The funds from your closed accounts have been transferred to your remaining open account. You can access these funds from your open account.
  If you have any further questions or need additional assistance, please don't hesitate to let us know.
  

  Customer Answer

  Date: 23/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: like i said a bunch of times in my msgs that i provided copies of and said this in my complaint I DID NOT OPEN ANY OTHER ACCOUNT. How can i have any kind of communication with a companyy who refuses to listen to anything i have been saying for months now. **** ** * **** **** ** ** ***** ****
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 12/07/2024

  Hi, 
  I am sorry to hear about this situation. 
  I want to let you know that I have cancelled the KOHO Everything plan that was being taken by mistake from your account every month and refunded it. 
  For the $600 you mentioned, they indeed have been loaded in your account. But you also spent them by making purchases with your account. Such as making some booking with ******. 

   

  Thank you. 

   

  KOHO. 

  Customer Answer

  Date: 10/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It means nothing. i want to see my statements. ** ********* **** ******** **** *** * **** ******* ** ********** ** **** ** ***** ** *** ** ** ****** You name 1 transaction? ** **** * **** ** ********** i had 2 refunds from ******* since i havent been able to get into my account and i had just transfered money into. * ******** ** ***** ***** * ** **** **** ***** * ** ** ******* ******* *** *** **** ** **** * **** * *** *** *********** *** **** **** *************** i want to see my statements asap. like obviously theres money in my account if ur able to chsrge me every month by mistake... *** *** * **** ********* ** **** ** * ********
   
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 24/08/2024

  Hello,

  We have verified your account, and we can confirm that the funds from your closed accounts have been transferred to your remaining open account. You can access these funds from your open account.
  

  If you have any further questions or need additional assistance, please don't hesitate to let us know.

  Thanks,

  KOHO

• Initial Complaint

  Date:27/05/2024

  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 got a phone call from a person I do not know (****** ***********). He said he took over a trading account I had a few years ago. That trading account still has a balance of over $25,000.00.
  He asked me to send him an interact e-transfer for $3000.00 (*****************************) from my KOHO ********** and would return the money along with the balance in my trading account.
  ****** said he was in Ontario near Toronto.
  ****** never returned my $3000.00. So, he scammed me.
  After calling the ******* *****, I emailed KOHO at *************** but that email wasn't monitored, and I was to open a conversation through our in-app chat. but I couldn't because I lost my KOHO password to login.
  The second email the ******* ***** gave me didn't do anything (***********************).
  I did finally contact KOHO with the third email the ******* ***** gave me (******************). They said they ultimately made the decision to close my account.
  They wanted to send back my remaining balance by interact email to me at ************************. Since that email was scammed, I asked them to send me a check. They said they couldn't. They asked me to send them a photo of me holding my driver license so they could send me my balance back to different email.
  Also, they said Unfortunately we can not assist with any disputes if your account has been closed. In order for a dispute to be processed your account would need to be open.
  
  I would like to speak to a real person at KOHO and I want all of my $7367.00 back safely.

  Business Response

  Date: 28/05/2024

  Hello, thank you for your patience!

   

  Our team has been in contact with you and advised we can not send a cheque for the remaining amount in your account. The only way to receive these funds is by e-Transfer, and for them to be released you must provide photo ID for us to verify you as this is part of our cardholder policy.

   

  The dispute can not be processed as the account has been closed down by our team, and e-Transfers are not covered under **********s Zero Liability Policy. 

   

  Thank you so much for understanding, and you can reach out to us with the requested information so we can process the e-Transfer of your funds.

   

  KOHO

  Customer Answer

  Date: 28/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I do not wish to send a photo of my drivers license front and back, and a selfie of me holding my drivers license ******* ** **** **** **** **** *** ************ *** **** KOHO should send me a check or wire. Also, contrary to their zero policy for e-transfers. My bank said e-transfers are tracked, and the know to who and where the money went. And since I can prove ****** *********** Is a fraud and stole $3000.00 from me. I want KOHO to contact the ******* *****, open an investigation and get my $3000.00 back. Also, I am very unsatisfied that I didn’t get a phone number that I can call KOHO and speak to a real person. I want to talk to a real person from KOHO that with the power to make decisions and open an investigation.

   

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

  Business Response

  Date: 31/05/2024

  Hello,
  
  We do understand your point but the only way to receive these funds is by e-Transfer, and for them to be released you must provide photo ID for us to verify you as this is part of our cardholder policy.
  
  The dispute can not be processed as the account has been closed down by our team, and e-Transfers are not covered under **********s Zero Liability Policy. 
  
  Thank you so much for understanding, and you can reach out to us with the requested information so we can process the e-Transfer of your funds.
  
  KOHO

  Customer Answer

  Date: 02/06/2024

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

  As I spoke with the *** again today, and they said I should not to give KOHO any ID  or photos because of my situation. Out of the $7367.00 ,  $4,367.00 to KOHO ********** was deposited unknowingly from my ********** bank account, and an e transfer for $3000.00 from my *** bank got intercepted and  ended up in my KOHO ********** account. 

  Therefore KOHO will have to send me back a balance of $4367.00 either by wire, by check or directly into my bank account (PAD)

  Regardless, as a ********** cardholder and their zero liability policy. The institution that powers KOHO ********** is the ******* ***** (***** *** * *** ******** ****** ********** **** *** ***)
  And the e transfer for $3000.00 that was taken from me by fraud to ****** *********** from Ontario on May 7, 2024 can be recovered as per *********** ******** ********** ****** ******** ***** **** ** *******

  Therefore  KOHO must provide me a a person to contact with a phone number for questions they will have to answer because I had requested a court order to  disclose ****** ***********'s  real name and bank account information.

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

  Business Response

  Date: 12/07/2024

  Hi, I am sorry to hear about this situation. I understand how much of an inconvenience this is. Since e-transfers are being sent from your account by yourself, they are not covered by the **********'s Zero Liability Policy. The $4348 remaining funds from your account have been sent to you. 
  Now about the $3000 e-transfer sent to ***************************** you should contact the police about since you were victim of a fraud.

  Thank you.

  KOHO. 
  
  

  
  

• Initial Complaint

  Date:26/05/2024

  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.

  KOHO's business strategy is to market a service that, once agreed upon, ensures that the meter continues to run, benefiting themselves—essentially a "***** ****." Four months ago, I inquired about the subscription increase, informing them that I was no longer interested and wished to discontinue the subscription and service. Instead, they demand that you pay the disputed price, and they continue to run the meter or charge for the service you no longer want. KOHO's ingenious ploy to recoup the same fees for the denied service creates a vicious circle. It needs to stop! 
  
  My KOHO credit card balance is zero, so I owe them nothing. However, they keep the subscription running and refuse to close my account until I pay the accumulated subscription charges for a service I tried to cancel. They also prevent you from cancelling the account until they receive payment for the subscription, which they compel you to maintain and charge each month. **** ** * **** *** ***** **** ** ***** *** ** *** ** ***** 
  Instead of cancelling as I requested, they sent me a message indicating a balance due for the subscription. I contacted their customer support and repeated many times over that I had asked them to stop cancelling the service months ago, but they had not. The agent acknowledged that he could see my request to cancel, to which I responded, "Exactly, I requested the cancellation of this unwanted service." He then repeated over 30 times that I must pay the four months' worth of subscription fees that they have been adding every month, despite my desire and request to cancel. I don't owe them anything; this is a subscription charge that they refuse to cancel. I want it cancelled and my account closed. **** ** *** * ***** * **** ***** ****** **** **** ****** ** ***** ************ ******** ******* *** ***** ********* **** 

  Business Response

  Date: 28/05/2024

  Hello ******,

  Thank you for reaching out, we are sorry to hear about this situation.

  We were unable to find your account with the information provided in order to assist you with this matter.

  Could you please email our team to ******************* and a supervisor will be able to assist you with the situation.

  Thanks,

  KOHO

  Customer Answer

  Date: 30/05/2024

  To whom it may concern:
  
  I am contacting your escalations team as per the above message that you left on my BBB Complaint's page!
  
  ****** *** *** ******** ********* **** **** ********* ******** **** ********* ** **** ******* *** ******** ******** ** ******* You - KOHO - REFUSE to cancel and yet keep charging me for a service I requested to cancel 4 months ago. 
  
  This is a ***** **** vicious cycle that you have cleverly put in place, once signed up, KOHO refuses to allow you to cancel, then demands payment for subscription for the very same service the client is trying to cancel. Wow!
  
  For the umpteenth time, I owe KOHO nothing. I have an account of ZERO in my KOHO credit card, and have asked you to cancel the subscription months and months ago, yet you keep charging me subscription for the same item. I want the entire KOHO account CANCELLED and I owe you nothing and please DO NOT charge me again for this subscription that I do not want and then tell me you cannot cancel because there is a balance. **** ** ******** *************
  
  ******  

  Business Response

  Date: 31/05/2024

  Hi ******,

  It looks like you are in direct contact with our supervisors, we will respond directly to your chat.

  To clarify, your Credit Building has been active since January 4, 2024, you did not pay the subscription fee since this date, and so 4 months need to be repaid before we can close your account.

  We have been successfully reporting your progress to ******* which you can see on your ******* report, which is why the fees need to be paid. A supervisor has already offered to credit you half the amount of fees owed which is $20, and you would just need to repay $20 for 4 months.

  Thank you for your understanding,

  KOHO

  Customer Answer

  Date: 02/06/2024

  from: * ****** ******************
  to: ***** from KOHO *******************************************
  cc: "BBB - ****** *** **********************
  ** ****** *****************
  date: Jun 2, 2024, 1:46 PM
  subject: Re: Better Business Bureau Complaint # Complaint ID: ********

  To ***** at KOHO!
  
  I am again copying BBB and *** here so that they are apprised of your business practices. 
  
  * **** ** ********* ***** ********** ******* *** ***** ******** ***** **** ************ ***** **** ******* You keep repeating that you were reporting to the credit bureau, that is because KOHO chose to IGNORE my request to CANCEL the subscription. You keep dodging that fact and repeating yourselves because that is the script you use over and over to **** people into giving you their hard earned money. I cancelled the subscription and you REFUSED to cancel on account of your desire to keep charging fees and behaving in the manner you currently are behaving - a ***** **** tactic! If I say cancel the account, why are you keeping the service open? Because of what you are doing to me now! ** ** * ******* ****** **** *** ********* ************ *** ****** **** ** **** ***** **** *****
  
  * **** ***** ****** ** ** ***** **** **** ****** ***** ****** ** ****. You are holding out by insisting I pay you $20 when in fact the most you should be claiming is $10 for the month that I inquired and requested cancellation - anything beyond that was not authorised by me and was because you are looking to enrich yourselves by denying your so called customers to CANCEL. 
  
  I will add the $10.00 for the month that I requested you CANCEL this account. Beyond that it is a ***** **** by you! ***** * ****** ** ****** **** ********* ***** ** ***** *** ************* Once the $10 is credited, PLEASE CLOSE THIS ACCOUNT, I will have nothing else to do with you, any future discussions will need to be via BBB and not on this email, which is what your head office suggested. ** ** * **** ** ***** ** **** ****** *** *** * ******* * ********* *** ** *** ***** CANCEL AND CLOSE THIS ACCOUNT! Any future claims are not authorised and ********* by KOHO!
  
  ******

  Business Response

  Date: 02/06/2024

  from: *** from KOHO ****************************************************
  reply-to: *** from KOHO ****************************************************
  to: ****************
  cc: ***********************************
  date: Jun 2, 2024, 1:56 PM
  subject: Re: Re: Better Business Bureau Complaint # Complaint ID: ********

  I understand that you have concerns about canceling the subscription on your account and canceling your KOHO account. I'm sorry to hear about what happened.
  
  In order to close your account, your balance will need to be at zero ($0.00):
  
  If you have a remaining balance, we cannot close your account. Can you e-Transfer the remaining amount back to your bank account?
  If you have a remaining deposit amount inside your Flexible Credit Building, please make sure to cancel the feature, so your initial deposit goes into your Spendable balance. Can you e-Transfer the remaining amount back to your bank account once the balance is in your Spendable?
  If you have an outstanding loan, we cannot close your account. Please repay the funds for your Cover and/or Credit Building feature.
  Make sure you cash out any Goals or RoundUps back to your Spendable and once your balance is at zero, let me know and I can take care of closing your account for you.
  
  Please be aware that closing your account will result in the loss of eligibility for our Cover feature. If you decide to reopen your KOHO account in the future, your eligibility for Cover will need to be reassessed.
  
  Thanks!
  
  ***
  
  KOHO

  Customer Answer

  Date: 02/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting the business's response because they are ********* me via email. Any negotiation needs to happen here.

  ***** at SOHO continues to insist I pay for a service I cancelled. They REFUSED to cancel my subscription so they could behave in the precise manner they are doing now. ** ** ***************  

  I have indicated to ***** I will deposit $10 into the KOHO account which represents the transition time frame from when I requested the service be cancelled, which they CHOSE to not do in order to enrich themselves by later claiming - we cannot cancel the subscription because you owe us fees. It is a vicious circle that they are fully aware is a business strategy they use to ****** money from their so called  clients.

  I want the service cancelled and the account CLOSED and for the UMPTEENTH time - I DO NOT WANT their subscription service and have requested it be cancelled NUMEROUS times. They are now holding me over the barrel and again refusing to cancel or close the account until they get $20 from me. Unbelievable, this alone proves my point. I have deposited the $10 which I should not even be paying because had they cancelled my subscription as I instructed, this exchange would not be happening. It is a ***** ****** ******* for KOHO period. 

  
  ****** 

  Business Response

  Date: 11/07/2024

  Hi ******,

  We completely understand your frustration with this.

  Unfortunately, since you registered for Credit Building, you need to pay the missed subscription fees for the feature. Once the $50 in fees is repaid, then you can close your KOHO account.

  Thanks,

  KOHO

  Customer Answer

  Date: 08/08/2024

   

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

  This all began when I requested a cancellation of the subscription after receiving an app message reminding me to pay $10 for it. I reached out to them, requesting they cancel the subscription. I have screen grabs of my interactions with their agents, including a couple where they acknowledge I made the request but then proceed to do what they are told—refuse to cancel it. Observing that this had not happened and that they were now requesting $20 through app messages, I reiterated my request to cancel this subscription. They again did not honour this request, instead keeping the subscription open so that they could continue to add the unapproved or unwanted subscription balance and expect me to pay for it! **** *** *** ********* **** **** ******** ** **** ******* *** ************? I have a zero balance on a credit card that I rarely use or haven't used for a long time. However, Koho's appears to be eager to extract money from its perceived customers, ***** ******** ***** ********** *********** *********. **** **** ** ******

  It's one thing to ask for a cancellation and receive an invoice detailing your outstanding balance. If they don't choose to keep a subscription open, despite the individual's repeated requests to cancel, **** * ***** **** ** ******** *******. Their desire to maximize profits—a strategy they've devised to make money off of consumers—drives their decision to ignore these requests.

  This is a ************** **** to keep the subscription "open" while declining to close the account—a ************ tactic that obviously has become a strategy. So why are they now claiming that I need to pay $50—for what purpose, and how did we get here? Why do they continue to maintain an open subscription, despite my repeated requests to cancel as I no longer want or need their service? They refuse to cancel! **** ** ***** *** **********! What is there to report to credit bureau when the balance has been ZERO for the 5/6 months in question? **** ******** ********* *** *****!

  If you review the last email exchange on this platform, they refused to cancel the subscription, suggesting that I owed them money for the subscription, even though the amount was clearly not $50. Also, in those previous exchanges, did they not offer to reduce this unauthorized subscription amount by about $20? See the previous exchange? What happened to that so-called offer? **** *** ***** **** ** *** **** *** *** * ******** ** ******* *** ***** *********? They entice them with a covert service, locking them in and preventing them from cancelling.

  I offered to pay the $10 that was in dispute when I asked to cancel the subscription, which they refused so that they could amass it to what it is now. The $40/50 is them owing themselves! They strategically waited yet again and kept adding a subscription amount for something I stated 5 or 6 months ago: I DO NOT WANT!!!! **** ****** ** **** *** ************ ***** *** ** *** ****** ************ **** *** ********** ** ***** ************** ****. My credit account is at ZERO. ZERO. What exactly did they claim to be reporting on my behalf when I asked them to cancel the subscription five or six months ago?

  If I tell them over and over again that I do not want their **** service, they have no authority to do anything with my credit bureau! They refuse to cancel the subscription. WHY? **** *** *** ***** **** ** ***** **** ****** ***** *** ****** ** * ****** **** ******* ********* **** **** ************ *** ******

  I want this subscription closed! As requested six months ago, I have also deleted this app from my phone. I am not sure what this $50 is for.

  I would like to stop addressing me with emails that begin "We understand the frustration" **** ** *********** ******** **** ** *********** *** *************! **** ** *** ********** *** ** **** ***** ** **** ** **** **** ***** *** ********** *** *** ***** ** ********* *** **** *** ******* ** ****** **** ***** ****.
  

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

  ****** 

• Initial Complaint

  Date:26/05/2024

  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.

  I opened up an account with koho and I had somebody send me $30 so I could buy something and koho took the money no problem but when I tried to spend the money they denied me I tried uploading all the documents they requested they denied me I tried left loading all the documents they requested 10 times and they denied it I uploaded a copy of my health card they still denied it and I told them I wanted nothing to do with them anymore and to send me my money and they said that I need to upload pictures and documents of my ID which I did numerous times and they denied it and they keep saying the same thing that's all they say is that I need to send them verification of my ID despite me doing it 10 or 20 times already

  Business Response

  Date: 26/05/2024

  Hi there,
  
  We are sorry to hear about the difficulties you have been facing with your account. Due to security concerns, we need to verify your identity with a valid ID to assist you further.
  
  It looks like our team contacted you previously, but we did not receive a response for this. We contacted you through our support channels recently to assist you further with this.
  
  
  All the best,
  KOHO

  Customer Answer

  Date: 26/05/2024

  
  
  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.

  At this time it seems like the business has resolved any issues I've been having trying to verify my identification. They state that I haven't provided proper ID but I have I've provided numerous different copies of government issued ID that is not expired and fully in effect and fully working perfectly fine they seem to have accepted my ID and gave me access to my account. They are helping me and they continue to be of good service so I will be retaining my account with them and continuing to do business at this time provided no issues arise in the future ******* **** *** ****** ****** ****** *********** **** ***** **** ** ***** **** ********* ** ****** ** ** **** * **** ** *** **** ********** ***** ************ ****** ******* ** ** **** ****** *** **** *** **** **** *** ** **** **** **** ********* *** **** **** ** **** **** ***** **** ***** **** **** ****** *** ********** ***** ************ ****** ******* **** ***** *** ** ***** **** *** ***** ************ ****** ****** ****** **** ** *** ***** **** **** **** *** ** ***** *** the issue has been resolved thank you koho.
  
  
  
  Sincerely,
  
  
  
  ****** ******

   

   

• Initial Complaint

  Date:22/04/2024

  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.

  ****** ***** ****** * *** ************ **I’ve been banking with KOHO bank since 2020, it is my only bank so my monthly direct deposits went into it as well as government direct deposits. * *** ************ **** ****************************** i did not access my banking ***** * *** ************ . *** *** ******** I have tried to login like normal only to be told my account is closed and they will not tell me why. They also have not helped me in any way whatsoever as far as IF something has happened to my account and when? What concerns me is the amount of money that was indeed directly deposited into it while I was away. Koho has not told me any information as far as how to retrieve it. I’ve been messaging on the online-chat with KOHO ( the only way of contacting the bank) every single day since march. 15. 24 trying to get some help / answers about my account and the funds. Over $6000 I can confirm on my end with the statements I received in the mail from my direct deposits statements were in this account. If something has indeed happened to my account ***** * *** ************ I need to know! Because then I can get the police involved, but even to do that I would need some type of confirmation from my bank stating that something has happened on my account, which I’m obviously unable to get from them. I’m completely hopeless in finding the help I deserve with this, **** ****** ***** ** *** **** ** *** **** ***** * **** **** ************* ******* *** ***** ******** ******** ** * ***** *** ** ** **** ** ** ***** **** **** **** ***** **** Koho does not have any phone number to call them, the only other form of communication with them that I found were ****** ****************: I emailed both and still am waiting for replies for weeks now. * ******* ** ******** *** **** ***** *******. I haven’t been able to get any help and I’m still chatting with them daily , only to fail. Please help me, I don’t know where to go from here and being the rightful owner of this account * **** **** ******* ***** 

  Business Response

  Date: 25/04/2024

  Hello *******,

  Thanks for reaching out, we are sorry to hear about the situation you've been facing.

  We've taken a look and we see that this matter is currently being handled, our team is looking into your account and the submission you've provided.

  Once they have any update, they will let you know if the open conversation that you have.

  Thanks,

  KOHO

  Customer Answer

  Date: 24/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
   
  * ***** ***** **** **** ** ******** ******* ** ** ******* *** ****** ** **** ** ******* ** ********* I first was made aware of my account being taken over two months ago and that’s exactly when I informed this bank! ***** **** **** *** ****** ******** ******* ** ***** ** ******* ** **** ** **** * ***** ****** **** ** ********. I need answers, and to these answers I need the money that was spent **** **** ********! KOHO allowed someone else to reset my password then immadtily after change ALL CONTACT INFORMATIIN To the fraudsters. How was that not flagged? How was the ID that this fraudster used to verify passed? When you can clearly see that’s not me! Koho didn’t keep my money safe. *** *** *** ****** *** ***** ***** **. I do have a approved police report with all this information included. I expect answers from KOHO because I can’t afford losing $6000.00 of my dollars
  
  Sincerely,
  
  
  
  ******* *************

  Business Response

  Date: 28/05/2024

  Hello *******,

  
  We want to reassure you that our team is actively investigating your account and the details you've submitted. Rest assured, we'll keep you informed of any developments regarding the ongoing dialogue.

  
  Thank you.

  Customer Answer

  Date: 04/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  KOHO has not taken any steps towards helping me get my money back. KOHO has failed in communicating with me in any way and I have yet to receive any email or phone call etc. ALL communication with KOHO is only though the better business beauro. And still KOHO hasn’t determined any next steps or given me any actual answers to the identity take over of my account WHICH THEY ALLOWED! KOHO accepted the” very fraudulent printed on-paper and cut out all jagged “ fake id that someone used edited with there photo on top as verification to access my KOHO account through the online chat. * ******** ** **** ***** *** ******* ****** **** **** ******** ******* *** ****** **** ***** *** *** *** **** ***** * **** ** * And if KOHO would have checked to see the id I used to originally open my account then they would see the photo was edited and it wasn’t me at all! But no it was that easy for someone else to gain access to my account and spend over $6000 of my money! I made the police report and I’m demanding resolution. 
  
  Sincerely,
  
  
  
  ******* *************

  Business Response

  Date: 11/07/2024

  Hi *******,

  It looks like your account has been unlocked on April 27, 2024 after verifying your identity.

  In regard to the *** transfers made using your KOHO account, they were sent to an individual that you have history with, and unfortunately we cannot dispute this. This will need to be rectified directly with the recipient.

  If you need further support with this, please reach out to our team directly so we can further support you with this. It also looks like our disputes team responded to your email 2 months ago and have not gotten a response from you. Please reach out directly to the email for further support. 

  Thanks,

  KOHO

• Initial Complaint

  Date:22/12/2023

  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.

  * **** ***** ***** ****** * *** ***** ** *** **** ****** ******** ********* ******** ********** ******* *** *** ************** **** ** **** **** ****** **** ******* ***** All attempts have gone ignored. **** **** * ******** ****** ** ****** ***** **** **** ***** ****. 4 weeks ago I updated my account to my married name. I reached out to change this with all payors that send direct deposit into my account, however the last 2 deposits weren’t changed on time and those deposits were put through under my maiden name. Koho is blocking this last deposit of $1924.22, * **** ****** ********* from going through due to “an incorrect name” It is not an incorrect name. It is me, before I assumed my husband’s name. The sender says the payment has gone through according to their bank (***). **** *** ******* *** **** I’ve had several direct deposits from this company prior to my name change. I’ve sent screen shots of my marriage certificate to show my maiden name is that of the deposit going through as well as a screenshot of the chat where the representative from 4 weeks ago changed my name and verified the information. The representative that I was speaking with originally, just abandoned the chat almost 48 hrs ago, and all other attempts to get this resolved has gone unanswered.
  
  I subscribe to the everything plan (which is supposed to give me priority support) both credit building plans and the cover me program. (Approx $50 per mth) **** ***** *** * *** ***** ** *** ***** **** *** ****** ********* ****** ** ***** ** ***** *** * **** ***** ******* **** **** *** I would really like this matter to be resolved *** ** ***** **** ********** **** ** ***** It should be noted though that the accessibility to customer service needs to be addressed.

  Business Response

  Date: 22/12/2023

  The user has had no issues getting in touch with our support team. We have made the necessary accommodations with changing their last name back and forth to match the incoming direct deposit name. 

   

  Customer Answer

  Date: 22/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I did have an incredibly hard time getting in touch with Customer Support regarding this issue, and Nash** *********** ** *** ************ left me without a response for over 48 hours, no matter what attempt I made. Despite my extreme gratitude for Ambar's help in releasing my deposit, it wasn't until I received notice that KOHO had been informed of my BBB complaint that they reached out to me. My complaint with BBB stemmed from the challenge of accessing Koho Customer Support easily. ********** **** **** ***** **** *** ***** **** *** **** ** **** ********* **** *** ******* **** ** **** ********* **** ********
  
  ****** ********* **** *******

• Initial Complaint

  Date:17/12/2023

  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.

  Charges have been made to my KOHO card multiple times per day and overnight from all over the United States, from random places: children’s shelters in **, animal rescues, ****** high schools, to name a few. This has been going on for months. I’ve ******** photos of the most recent charges, 2 being from this very evening. I live in ************ Canada and have only used my card here. I have photo proof of these charges. I put over $80 on my Koho prepaid card for ****** to take for a Xmas gift purchase I **** *** ** **** and a random charge took all of it in less than 24h. I have not gotten the money back. There is NO person to talk to when you call their customer service line. I am far from the only person who’s had these issues with their money being taken by Koho or ********** international charges. I want every penny of the money taken from me back. I’ve gone to my banking institution & gotten a debit **** with them instead. Once I receive my money back, I will close my Koho account. I **** ********* *** ** ************ **** ********** ******* ** ****** * **** ** **** ** ******* ****** ******* ******* ***** *********

  Business Response

  Date: 17/12/2023

  Hi there,
  
  We’re sorry to hear about the suspicious activities in your account! You may submit a dispute for unauthorized transactions as per your card’s Zero Liability Policy. 
  
  We didn’t locate any recent communication from you in the chats about this. One of our supervisors contacted you to gather more details and help you further. 
  
  Our phone lines are available for callbacks and you can book an appoint in the chats. Please reach out in our support channels if you have any questions.
  
  All the best,
  
  KOHO

• Initial Complaint

  Date:07/12/2023

  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.

  August 23, 2023. I filed a dispute on my transaction history for $129 at the ******* *** ***** because the hotel was disgusting and my children caught bedbugs .and was told the resolution would be within the 90 day mark which is ** because the financial consumer affairs of Canada state that it is 56 days.. Koho has taken almost 3 months to process my dispute with no resolution yet. I want finalization in my dispute. They also have no corporate phone number for Complaints or dispute resolutions. **** ********* * ******* **** *** ******* ***** ******* *** *** ***** ***** ******* *** *** ******* ***** ******* ****** ** ************** ** *********** **** *** *** ** **** * **********

  Business Response

  Date: 07/12/2023

  Hi *****, 

  We are deeply sorry to hear about this event. 

  Transactions made with the KOHO card are covered under ************ Zero Liability Policy. You can find the ************ Zero Liability Policy here : https://www.*****************************************************************-terms-conditions.html

  Every Financial Institution has their own dispute process that needs to follow some strict regulations. 

  KOHO will follow their own dispute process and will get back to you when they reached a resolution. 

   Thank you. 

   

   

   

  Customer Answer

  Date: 07/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because The 90 day and 120 day policy only applies to investments and credit and not personal banking . I suggest you research the rules and regulations a little more thoroughly
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 13/12/2023

  Hello, 

  I understand the urgency in seeking a swift resolution to your dispute.
  
  As mentioned before, your dispute has already been formally submitted on your behalf. Given the complexity of the dispute process, which involves coordination and communication among various parties including KOHO, your card issuer, our payment processor, and the disputed merchant, we must proceed through the necessary steps to achieve a resolution. We are committed to working towards a favorable outcome and remain hopeful that we can achieve this.
  
  Best regards,

   KOHO

• Initial Complaint

  Date:01/12/2023

  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 was offered a specific cover service which i paid for. within a month the terms of service had been changed without prior notice. i was also notified of upcoming charges and then the cover service was taken away and i am expected to pay twice for a service i didn't even agree to the first time.

  Business Response

  Date: 13/12/2023

  Hello, thank you for your patience !

  Upon checking the account - the Cover is still active for the user. You pay a monthly fee to hold onto the funds which have been given and used.

  The terms of the service were updated recently to reflect a more accurate use of overdraft. KOHO's terms and conditions explicitly state that KOHO has the right to "suspend, amend or discontinue the KOHO Cover Bundle, including any individual component of the overall bundle, at any time." 

  Thank you,

  KOHO