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:29/11/2023

  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.

  I had $5500 stolen from my account while i was incarcerated. KOHO refuses to do anything about and has now kicked me out of the online app which is the only way to communicate with them. I also have money still in the account of $280.

  Business Response

  Date: 29/11/2023

  Hello *******,

  Thank you for reaching out. We're truly sorry to hear about the compromise of your account and the missing funds. Ensuring your account's security is our top priority, and we're committed to resolving this matter promptly.
  

  Upon reviewing your account and correspondence, we noticed that you've been in contact with one of our agents to secure your account and address this issue.
  

  To safeguard your funds and account, we kindly request your response in the ongoing conversation. Confirming your identity is essential before we can reopen the account.
  

  Thank you for your cooperation.

  KOHO

  Customer Answer

  Date: 29/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I want my funds returned to me that koho allowed to be stolen from my account.
  
  
  
  Sincerely,
  
  
  
  ******* ********

   

  Business Response

  Date: 01/12/2023

  Hello *******,

  
  Thank you for your response. Upon reviewing your account and correspondence, we noticed that the agent is currently working on resolving this issue in order to get your funds back.

  
  To safeguard your funds and account, we kindly request your response in the ongoing conversation.
  
  Thank you for your cooperation.
  KOHO

  Customer Answer

  Date: 05/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is the first I've heard of anyone working on my account to get the funds. I've yet to receive an email regarding theft of my money. I've been ignored repeatedly when I've asked for a ***** investigation or an answer regarding this email besides being told they won't refund the money. I'd like an email explaining what is going on regarding the theft. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 13/12/2023

  Hello, 

  Ensuring the security of your account is our foremost concern, and we are dedicated to swiftly resolving this issue. To further protect your funds and account, we kindly ask for your continued communication in your ongoing conversation with our team. Confirming your identity is crucial before we can proceed to reopen the account. 
  
  I've noticed that you've submitted additional documents in this regard, and we are presently awaiting confirmation from our team regarding the next steps in this process.

  Thank you for your patience, 

   

  KOHO

  Customer Answer

  Date: 19/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I'm still waiting for koho to release the AXCSYS CODES from September 18th to September 23rd 2023 concerning the stolen $5500 from my account to windsor police case #*********. Also I was just made aware that koho still had another device ******** to my account that should have been removed from my account ass soon as I made koho aware that my account was accessed without my permission and funds were stolen. Also I still haven't received any update as to what is going on with my stolen money 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 19/12/2023

  Hello *******,
  
  Thank you for your response. Upon reviewing your correspondence, we noticed that the agent is currently working on resolving this for you.
  
  To safeguard your funds and account, we kindly request your response in the ongoing conversation.
  
  Thank you for your cooperation.
  KOHO

  Business Response

  Date: 20/12/2023

  Hi there,

  We are sorry for the experience you are going through.

  We see that you have been corresponding with our team and they have been correctly assisting you.

  As explained, now that a police report has been opened, please tell the investigator to reach out to *****@****.ca

  Best,

  KOHO

   

  Customer Answer

  Date: 20/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: police has been in contact repeatedly with koho fraud. I dont understand why koho cant give me the AXCSYS CODES from sept. 18th - sept 23rd 2023. Ive requested them repeatedly. Also still no response as to whether koho is going to return my stolen funds. I did everything i possibly could to protect my funds witg the tools koho provided only to have $5500 stolen. This is koho fault. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 22/12/2023

  Hi there,

  Thank you for your response.

  I see that our team has been in communication with the police. 

  They will continue working with them and provide them with this information.

  Best,

  KOHO

   

   

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: koho still hasn't addressed whether or not they are going to reimburse my stolen funds? That I used every tool provided by koho to protect my funds. Would be great to recover my funds to pay for my 2 month old grandsons funeral. Who passed away December 22nd 2023.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 05/01/2024

  Hello *******,

  Thank you for your response, we understand how important is it to get the funds back.

  We see that our team has been in communication with the police in regards this situation.

  They will continue working with them and provide them with this information.

  
  Best,
  KOHO

  Customer Answer

  Date: 08/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would appreciate my funds back sooner than later. ** * ***** *** ******** ****** **** ** ******** ***** * **** ******* ******** * **** ** *** ****
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 16/01/2024

  Hello *******, 

  ***** *** ********* ** ***** ** **** ***** **** ********** ******* *** ******* *** ******* ************ As for your previous request, we are not able to grant your request, however we will contact you as soon as we have any additional information. 

  Customer Answer

  Date: 23/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:grant what request returning my monetary thar koho allowed to be stolen? Or releasing the AXCSYS codes I've been asking to be released to myself or the police?
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Customer Answer

  Date: 04/03/2024

  Koho still will not cooperate with the windsor police or myself in providing the axsys codes which are generated everytime there's an etransfer. Everytime I email them they request me provide more id again and act as though they have no idea what is going on. I've been waiting for months now to hear from an internal team member. No one has responded. I've called the numbers and others provided by the police. 

  Business Response

  Date: 04/03/2024

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

  It looks like an agent has responded to your most recent chat from 4 days ago (February 29). 
  
  We have already communicated with the constable, and we advised them to speak to you. You will need to state that you allow the constable to obtain your financial information (you will need to provide the constable's full name, contact email, contact phone number, and badge number).

  Please respond directly to the email with our support team with the above requested information, and we will be able to proceed from there.

  Thanks so much,

  KOHO

  Customer Answer

  Date: 11/03/2024

  This company is nothing but a run around. The ******** file shows on February 8th they requested an additional authorization form. Which was filled out and sent back to windsor police. I have given then permission in multiple emails for them to deal with the windsor police. Constable ****. I've also requested the AXCSYS codes myself it's a code thats generated everytime an etranfer is sent. Why can Koho not give me the information?? I've been trying since Oct 3 2023 to get these codes and get this matter resolved. I want the system AXCSYS codes for the etranfers from Sept 18th 202319th 2023 Sept 20th 2023 and Sept 21 2023  and my money refunded. Everytime I email and request an an date as to what is happening no has a clue what's going on and tells me to wait to hear from an internal team member. It's been 5 months now. Not once has an internal member reached out. I'm extremely frustrated at getting the run around. By koho not cooperating criminals will get away with with stealing $5500. I need koho to explain why they won't release the AXCSYS codes to myself.Documentation from Windsor Police ******** - Please Review.

  Business Response

  Date: 11/03/2024

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

  It looks like an agent has responded to your most recent chat from February 29. 
  
  We have already communicated with the constable, and we advised them to speak to you. You will need to state that you allow the constable to obtain your financial information (you will need to provide the constable's full name, contact email, contact phone number, and badge number).

  Since this pertains to your personal account information, please respond directly to the email with our support team with the above requested information, and we will be able to proceed from there.

  Thanks so much,

  KOHO

  Business Response

  Date: 17/03/2024

  Hello,

  Thanks for sharing this. We have previously informed the user that we have already communicated with the constable, and we advised them to speak to *******. They will just need to state that they allow the constable to obtain their financial information (they will need to provide the constable's full name, contact email, contact phone number, and badge number).

  Since this pertains to their personal account information, they will just need to respond directly to the email with our support team with the above requested information, and we will be able to proceed from there.
  
  
  

   

• Initial Complaint

  Date:21/11/2023

  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.

  * *** *** **** *** ** *** **** ******** *********** **** * **** *** *** ** *** **** ******** *********** ** ** ***** Yesterday my account was locked all of a sudden, upon contacting KOHO I was asked to provide some information and I didn’t hear from the agent in the chat for over 18hours no expansion no reassurance no nothing, locked out from my money and stranded. Later I received an explanation that my account will remain closed and no reason will be disclosed for security reasons, ** ***** ****** **** * **** **** * ******** ******* ** ***** Now I’m just asking the company for my funds if you want to keep the account closed by all means but transfer my funds * **** ** ** ***** ** ******* **** ***** * ********* **** ** ** *** ****** ******* ***

  Business Response

  Date: 22/11/2023

  Hi, 

  Thank you for reaching out. 
  Sorry to hear about this. 
  After looking into it. We noticed that a flag was placed by the Financial Institution an e-Transfer was sent from.
  KOHO is not responsible for it and cannot lift this flag. 
  Thank you for your understanding. 

  Customer Answer

  Date: 22/11/2023

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

  I wasn’t provided any information about the reason of my account closure. The etransfer that was sent was from a scammer that got what he wanted and reported the transfer midway, resulting in the lost of 3k plus whatever was in my account before it you’ve  closed it, and didn’t provide explanation until now. I have proof of the scammer he’s name is ***** ******, I sold him some electronic goods he sent the transfer and showed me the receipt and since it sometimes takes up to 30min for the etransfer to get deposited, he pressed me to deliver him the goods claiming he was in a hurry once he received the goods he reported the transfer and canceled it and caused my account to be frozen with everything I had in it.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 23/11/2023

  As the financial institution where the flagged e-Transfer was received, KOHO has no options for how to respond to this.  We must hold the funds and close the account into which it was deposited.

  Only the financial institution from which the e-Transfer was sent can take any action in this situation.  They have the power to remove the flag on the e-Transfer, which would allow us to reopen the account, and release the funds.

  If the sender is unwilling to ask their financial institution to remove the flag, the only other recourse available to you is to contact the police.

  I am very sorry that we cannot assist with this situation.  If we do not follow the strict rules laid out for flagged e-Transfers, it would jeopardize KOHO's ability to continue operating.

  Customer Answer

  Date: 23/11/2023

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

  You’ve closed my account *** ****** ** ******* *** *********** ** *** **** ********* *** **** * ****** ****** ***** **** The etransfer was not deposited it was canceled so why are you holding my funds ** ****** ** *******? this is what I don’t understand, also in order to go to the police I need proof that the e-transfer in question was reported and flagged because this scammer is claiming that he sent the e-transfer and he did not report it rather someone else reported the account. I can tell you it was him that sent the transfer, because I verified his ID and the name on the bank account matches his ID.

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

• Initial Complaint

  Date:16/10/2023

  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.

  I am a member of Koho via a referral from my bank (*****) who closed recently. When they notified me of their intended closure date they referred me to their partners- KOHO. and offered me a KOHO account. I joined *** *** **** * ********** 
  Due to my email address being automatically registered for auto deposit to KOHO (a feature i dont ever recall setting up) an interac e transfer was deposited to my KOHO in the amount of $650.00.
  When i attempted to withdraw these funds i was told i could not, I was told due to not owning any photo id, which i explained in great detail as to why i couldn't obtain any, i was told i needed to verify my account by linking it with my account at **** ** ********, so i did. After using the link sent by KOHO for verification i was told i would be fully verified in 2-4 days. After 4 days im told no im not able to be verified, to send photo id.
  
  Since that date i've had no access to my funds, have had over 30 conversations with KOHO chat representatives to no avail. ive verified my identity via their link to my other bank, been told the manager of Koho has overridden and etransferred the funds to me and closed my account as requested (that was over a week ago she said she had done this) and still the funds are not accessible to me and still sitting in a koho account they wont allow me to access.

  Business Response

  Date: 16/10/2023

  Hi ****,

  There is too much detail with this to go into it all here, so I will respond more fully in one of the chats that are currently open with you.  However, I will emphasize that you did not qualify for the arrangement set up for ***** to transfer your funds to your KOHO account.

• Initial Complaint

  Date:16/10/2023

  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.

  So my account is blocked, I have all my money in this account I tried to talk to the customer service but I received no answer, I sent some emails to the support and still no answer it’s been 24 hours and I need to log in my account

  Business Response

  Date: 16/10/2023

  Hi *****,

  I'm very sorry that you haven't received a response from us yet.  We need some information from you in order to unlock your account, and I will make sure you understand what it is that we need and how to provide it. I will reach out to you through one of the chats you have opened.

• Initial Complaint

  Date:16/10/2023

  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.

  My account has been locked for about 2 months and can't get ahold of anyone. No phone number, no response when i send my ID when they ask in the chat. No response after I emailed support. I need access to my funds and have tried all methods.

  Business Response

  Date: 16/10/2023

  Hi ******,

  I can see that you have been able to contact us, and provide us with the information and documents needed to unlock your account.  I very much appreciate your cooperation with this, as our security protocols are essential for keeping your account and funds safe.

• Initial Complaint

  Date:10/10/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Koho has cancelled my bank account with no notice I have all my funds for my son and I to live going through there I've been trying all week to get through to them there chat never replied they have no real people to phone

  Business Response

  Date: 10/10/2023

  Hi *****, 
  
  Our team has ultimately made the decision to keep the account closed.
  
  For security reasons, we're unable to go into detail regarding the decision and we do apologize for the inconvenience.
  
  If you have any questions, please refer to the Fair Use Policy in our Cardholder Agreement.
  

  We can also confirm that the account has no remaining balance.

  Thank you,
  KOHO
  
  

  
  

  Customer Answer

  Date: 11/10/2023

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

  I spent a week trying to get a hold of you guys hours and hours straight trying to get a response out of you I still don't understand why my account is closed but even if your reason is legit a warning or reply should have been made * ** * ****** *** just trying to make by.. all money I get was going through that account it has really ****** ** **** 

  And then all you tell me a week later is my account is closed and can't tell me why 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:28/09/2023

  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.

  I have been trying to communicate with them via chat as that is the only method available. No real human person to talk to. Yesterday i was ************ attacked in my account. They took everything. And Koho is not even responding to me to help. They instead, closed my account and disappeared. Now i cannot reach them, they read the messages in the chat and dont reply. What kind of business runs with zero communication to the consumer. Especially in a situation like this. Atleast let the customer know that they are going to be helped. Dont leave them in limbo. Atleast reply. Even if you plan on never giving people their money back. **** **** ** * ****** **** **** ********** 

  Business Response

  Date: 29/09/2023

  Hi there, thanks for your patience.

  We have been in contact with this user, and we are ready to assist. We are currently waiting on ID documents to secure the account and proceed.

  Once those are received, our fraud team will continue the investigation.

  Thanks,

  KOHO

• Initial Complaint

  Date:25/09/2023

  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.

  Account was compromised 5 days ago. They locked my account and after verifying my ID they locked it again when I told them about the unauthorized transaction now I’m locked out needing to pay rent and they won’t unlock my account

  Business Response

  Date: 26/09/2023

  Hi there,

  We are sorry to hear about this! In case a suspicious activity is reported, our team might need to proceed temporarily suspend the account as per compliance policies. You can refer to your Cardholder Agreement for more details.

  It looks like this has since been resolved and the access to your account was restored. We contacted you through our support channels. If you need any assistance, please do not hesitate to reach back there and we will be happy help you further.
  
  All the best,
  
  KOHO
  

• Initial Complaint

  Date:25/09/2023

  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.

  This bank was not paid me any interest since I opened the account over 3 months ago.

  Business Response

  Date: 26/09/2023

  Hi there, thanks for your patience.

  Our team has requested our technical team to look into this further in regards to the missing interest.

  We did reach out 3 days ago providing this information to the user - and we will follow up once an update is available.

   

  Thank you!

  KOHO

  Customer Answer

  Date: 27/09/2023

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

  It has over 3 months and the issue has not been solved. Repeating the same responses over again does not demonstrate any initiative on your part to come to a resolution.  Your company only updated  me or gave me the same automated response(to be more accurate) because I requested an update.   Do not misrepresent yourself . You do not contact me  to provide any updates proactively,  because you  are not really doing anything. You have not helped in 3 months. Not paying someone interest is inexcusable. That is the reason why I joined your bank. You see nothing wrong with that. You are not helping me at all. You keep giving the same response, without a resolution. That is not help, that is brushing me off. A resolution is the interest paid, and nothing less than that.
  
  
  
  Sincerely,
  
  
  
  ********* *****

  Business Response

  Date: 27/09/2023

  Hi there,

  We are sorry to hear this! We have escalated this to our technical team and a Supervisor reached out to you in the existing chat to help you further.

  If you need any assistance with this, please do not hesitate to contact us through our support channels and we will help you there.
  
  All the best,
  
  KOHO
  
  

  Customer Answer

  Date: 29/09/2023

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

  1. You have not paid me interest based on daily balances.

  Determiing some  arbitrary sum based on an average of my  monthly balances is false advertising. You should have records to verify account balances. This is a breach of your contract to me as your customer.

  2.You deny that I was earning the highest interests rates.

  This information was confirmed by your staff and I have provided evidence that I had the benefits of the tiers with the following :

  A, I selected my debit card colours

  B, screenshot from chat indicating that I was earning 4.25 percent as per your staff via chat feature in the app

  C, proof that I received cash back on all purchase as per high tier plans

  You choose to gaslight me and tell me these were errors

  3. I provided an additional email indicating that I should have actually should have been earning 4.5 up to 1000.00, then 3 percent after as a subscriber to the Extra plan

  If you have kept subpar records that is not my fault. I have given sufficient  proof that I should have been earing at a greater rate.

  4. You have failed to show why this technical difficulty occurred with my account and it has not been fixed in 3 months, since I notified you of the problem

  You have not present how you intend to fix the problem

  Your 20 dollar credit  ( which you referred to as for my trouble)is not sufficient and solely an attempt to pacify me. You cannot renege your responsibility as the bank I entered into a contract with.

  This is not a resolution 

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

  Business Response

  Date: 02/10/2023

  Hi there,

  We are sorry to hear that! Our supervisors already got in touch with you through our support channels and offered an amount higher than the missing interest consideringthe highest interest rate. We have already reached out to our technical team and they are investigating the root cause of the issue.

  If you have any questions, please reach out to us through our support channels and we will be more than happy to assist you further.

  All the best,

  KOHO

  Customer Answer

  Date: 03/10/2023

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

  Koho  deposited  the credit into my account. They stated that it was for "my trouble". I perceive this to be a good will gesture rather than actual compensation. They acknowledge their error, but expect me to go away quietly.

  I did not accept this in lieu of my interest accrued.  I have expressed this numerous times. They claim the credit is a greater amount, yet they are not able to prove that and have not demonstrated with factual  information that it is.

  They stated that they took the highest and lowest balances of each month and determine a sum to calculate to determine the interest. Their terms of service state that interest is calculated daily, and paid out monthly. An average determined by the highest and lowest balances is simply inaccurate.   This is a breach of the contract that I has with them as a customer. I would have not opened an account with them Koho based on those terms. 

  The interest issue HAS STILL NOT been dealt with  I continue to lose daily  It has been over 3 months.  No one can explain why the account is not earning interest. I am doubtful that the are even investigating or  have ever  been. The keep poor records as their require that I go above and beyond to prove that I had the higher tier plans. Their mistakes are not an excuse to cheat me if out interest.

  They are now refusing to respond to me I  the app chat application, in spite of advising me "not to hesitate to contact them".  Outright refusal to help. They are not being transparent.  I have asked directly if they intend to pay the money accrued twice. They have refused to respond to this.

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

  Business Response

  Date: 10/10/2023

  Hello there,

  Our supervisors had contacted you previously and the amount provided took into consideration the interest you would have earned based on your balances throughout the months besides an extra credit as a client service gesture in appreciation to your collaboration with this. You can refer to your account statements to review your account balance and calculate the interest based on the daily rate. 

  Our technical team is contisouly investigating the root cause of this issue and we will keep you updated once we have further details. All the recent chats we have on record have been responded and you can continue contacting you in our support channels if you have any questions. 

  All the best,

  KOHO

  Customer Answer

  Date: 10/10/2023

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

  By your own admission,  you were not offering to pay me based on daily balances. That is simply not true.  Please refer to the chat. Your 20 dollar credit was offered "for my trouble", that still does not replace interest. It is a good will gesture. It didn't fix anything.  That is like getting a gift card from the store manager when you aren't pleased with the service. *** *** *** ***** You are suppose to be bank. 

  So does the 20 dollars change the fact that the issue isn't fixed? I am I suppose to forget all about the bank's contract to pay me interest as long as I have money in my account  because you gave me 20 dollars one time?

   In regards to your chats:

  Yes, you have responded to me. I can admit that. See how honesty  and transparency work? Your responses are often after I have submitted my rejections to the Better Business Bureau. Please review the chats, not one of your agents has answered my direct question:

  DO YOU INTEND TO PAY MY ACCRUED INTEREST?

  Not once has that been answered.

  You can respond all you like with the same jargon  over and over again...thank you for your patience...our technical  team is working on it...sorry for the inconvenience.  But unless you fix the issue and answer what I ask your responses are worth the interest  I have received from you...ZERO!!!!

  
  **** ** * ** *** I would like my interest paid, nothing else. I never asked for your 20 credit , so stop acting like you did me a favor. You went ahead and deposited it and ignored me when I asked if a credit is considered a forfeit of my accrued interest.  Go ahead a refer to the chat. It seems that is only thing that care to keep accurate records for. At the end of the day, not paying me and not fixing a 4 month long issue is not only reprehensible, it is a contract breach.
  

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

  Business Response

  Date: 27/10/2023

  Hello,

  Thank you for your patience!

  It appears this user had reached out to us regarding some technical issues with one of the features KOHO offers which is earning interest on transactions made. Due to this technical issue, we had gone ahead and credited the user $20 which covered more than the calculated interest the user was missing while our team worked and reviewed from their end for a resolution. The user had accepted this credit and understands our team is still currently working toward a fix.

  Thank you for understanding.

  KOHO

  Customer Answer

  Date: 31/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: KOHO-that is ** ******** ***. I did NOT accept the 20 dollar credit. Please provide proof to substantiate that claim. 

  I have been adamant that I did not consider that a resolution. Please refer to all of the chats. You credited the account on your on accord. I did not and will not accept that. *** *** ******** ******

  Your first offer was to give me 5 dollars for coffee, as you put it. I told your agent that I do not drink coffee  She said cmthat is what the category was called. I still maintained yhat is not what I asked for.  I asked if I accept that, would interest be forfeited. SHE DID NOT RESPOND! 

  The 20 dollar credit was then applied to my account by your staff, WITHOUT MY AGREEMENT after I supplied evidence that my account should have been earning more interest because I signed up for the trial of the highest tier. 

  You put the money in the account because you wanted me to accept it and go away! That is it, nothing more to it  than that. I have continue to mention throughout my rejection responses with the BBB that I did not see a credit a resolution only as a good will gesture. Provide evidence to the contrary.   WHEN DID I AGREE?*** *** ****** ** **** *** *** ******* *********

  The issue is STILL NOT FIXED!!!! IM STILL NOT GETTING INTEREST. YOU ARENT EVEN PAYING IT ON THE 20 DOLLAR CREDIT.

  So once again, I ask, when do you intend to pay me the interest????That is the only solution I will accept.

  Fix it, pay me!

   

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

  Business Response

  Date: 16/11/2023

  Hello, thank you for your patience with this matter.

  Our dedicated team is still working to resolve this issue, which can be a bit complex which is why it has not been resolved as of yet.

  The account has been provided compensation for this issue - and we will keep the user updated on the progress. Upon resolution the user will be compensated for any back interest owed - according to the account balance.

   

  Thank you,

  KOHO

  Customer Answer

  Date: 16/11/2023

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

  The issue is not fixed. It is easy to tell me that you are going to do something and not  follow through. You told me since the first day that I brought the issue to your attention I would be paid. Yet to this day, not a cent of interest has been paid.

  It is going on 6 months. That is inexcusable.If this were the other way around, and I owed you, I doubt you would accept excuse after excuse for nearly 6 months. 

  Am I just suppose to accept your word that you will follow through? I cannot do that based on previous interactions with this bank. I do not trust you.

  Please refer to all the chats where I had to go above and beyond to prove that you owed more than you offered me "for my trouble" as you put it.

  Now I'm supposed to believe that you will pay back interest. What?  When you were so adamant that you did me a favor by giving a 20 dollar credit? Seeing is believing  with your bank as far as I'm concerned. ********** ***** *** **** ***** ** **** *** *** ******* ** **** ******* *** **** * ******** *** ****** **** * *** ****

  As a customer  it seems like you want  me to accept, but  have no  intention of following paying the interest or fixing the problem with the account. You want me to go away and will say whatever it takes. This  is the same old  6 month story going on here. You have to fix the problem and pay. That is  the only solution I will accept, because empty promises aren't good enough.
  
  
  
  Sincerely,
  
  
  
  ********* *****

  Business Response

  Date: 24/11/2023

  Hi, 

  We understand your frustration regarding the time it is taking for the issue to be resolved. I do see that we have recently reached out to you to provide you an update and a compensation for the inconvenience.

  We appreciate your ongoing patience as our team is actively working on this.

  Thanks,

  KOHO

   

  Customer Answer

  Date: 28/11/2023

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

  The issue is not fixed. I have expressed numerous times that the only resolution that I will accept is:

  1, the interest I earned

  2, the issue resolved, earning the daily interest as per the contract I entered with your bank.

  Your updates are exactly the opposite of what an update is, because you repeat the same response over and over again. NEVER ANY NEW INFORMATION.

  You are no further ahead in resolving the issue than when I first brought it to your attention over 5 months ago.

  I never asked for your credits, as you can see I have not used them. Nor have a contributed any more money to the account. A HUGE UNRESOLVED ISSUE IS STILL  THERE.  No amount of fancy words or meaningless apologies has changed that in 5 months. I want it solved.

  So once again I say the paid interest and the issue being resolved is the only solution that I will accept.

  Don't keep repeating that you are working on it. Get it done.

   

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

  Business Response

  Date: 13/12/2023

  Hi there, 

  As you know, our team is actively working on this and has been providing you with updates. Furthermore, funds have been credited to your account for the inconvenience. While we understand that the wait is frustrating, please understand our team is working on this issue.

  Thank you for your ongoing patience, and we will be contacting you through the chat one we have an update.

  Best,

  KOHO

  Customer Answer

  Date: 21/12/2023

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

  It has been 6 six months and the issue is not solved. You give the same response each time and nothing is solved. I have expressed my desired outcome, which you ignore, and want me to settle on your terms. This is not right.
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:22/09/2023

  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.

  Sent an etransfer from my KOHO account to another recipient. This transfer took over 13hours to process and in that time I had sent the funds from a different account. I waited over 13 hours to be able to cancel the etransfer via the app. When that was unsuccessful I contacted customer service chat and had an agent cancel the etransfer. I was assured, the E transfer had been cancelled and it would take 24 hours to show up in my account about five hours after this cancellation took place the recipient was able to receive the etransfer and accepted it and money was taken from my account. As I had cancelled the etransfer via an agent hours prior, this etransfer should not have been allowed to be processed. I contacted KOHO who have told me my zero liability coverage does not protect me from accidental E transfers. I had explained that it was not accidental, and that I had cancelled it via an agent hours prior to the etransfer being accepted. However, they still refuse to do anything about it. They have now locked me out of my account say that I cannot access my account unless I provide them a phone number that isn’t my phone number as they can’t text SMS code to my phone number that is a **** ****** phone number. I asked for a phone number to call so I can speak to a representative and I was sent a link where I had to make an appointment to speak to someone the earliest of which is September 29th. I require that money back immediately. I would like my $100 returned and access to my account so I can remove all funds from my account and then I will be closing my KOHO account.

  Business Response

  Date: 26/09/2023

  Hi there, thank you for reaching out and sorry to hear about the issues with this e-transfer. In order to follow up on this, can you please contact us and ask to be put in contact with a supervisor following up on a BBB complaint? This will allow us to review your case and further assist you. Thank you kindly and looking forward to your response.