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:22/09/2023

  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.

  I sold some motorcycle parts and the person buying them paid me via e-transfer. After this my account got frozen without any explanation. This is the only account that I have and * ** ** ****** ********** ** ****** ********** ***** went into my account while it has been frozen and they just decided to close my account without returning my ****** ********** check. *** * ****** ****** **** * *********** **** **** ** ***** *** **** ***** *** *** ** ****** *** ******** ***** * *** ******* ******* * ******** *** *** **** **** ******

  Business Response

  Date: 26/09/2023

  Hi there, thank you for reaching out and sorry to hear about the issue with your account and funds. In order to further assist you, can you please reach out to us via email or our chat and ask to be put in touch with a supervisor to follow up on your BBB complaint? We will need your account information in order to further assist. Thank you for your cooperation and look forward to hearing from you. 

   

  Customer Answer

  Date: 27/09/2023

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

  I tried working with Koho on this matter for over a month without any satisfaction, response time took days for simple questions and without warning they shut down my account and kept my money.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 27/09/2023

  Hi there,

  We are sorry to hear this! In some cases, our team might need to temporarily suspend an account or close it as per our Fair Use policy. You can refer to your Cardholder Agreement for more details.

  All the best,

  KOHO

  Customer Answer

  Date: 29/09/2023

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

  I had done nothing wrong I sold some motorcycle parts I was paid via e-transfer and then they froze my account and kept my money. I want my money back.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 02/10/2023

  Hi there,

  We apologize for any inconvenience this may have caused. Please refer to our Cardholder Agreement if you have any questions.

  All the best,

  KOHO

  Customer Answer

  Date: 03/10/2023

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

  This seems to be a complete waste of time. There's been no forward action whatsoever. They keep saying the same thing over and over and nothing is changing. The fact that I sold something and got paid via transfer then coho decided that they would keep the money close my account has not even been talked about only from my side. They told me that it was my responsibility to talk to the person to try to get something worked out or the red flag removed from my account then they should talk to that person and get my parts back if they're not going to give me my money
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 10/10/2023

  Hi there,

  Since there's a clawback request from the sender's financial institution, we advise you to reach out to them directly to remove that request. In regard to funds in the account, since you have an outstanding loan, there are no available balances to be sent out. 

  If you have any further questions, please reach out to us in the chats.

  All the best,

  KOHO

  Customer Answer

  Date: 10/10/2023

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

  I cannot reach out to the sender because it was a random person that I sold my parts to so can you reach out to the sender and retrieve my parts for me? If not I would like my money or my parts. ** * ******* ******* **** *** **** ****** **** ****** *** **.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:20/09/2023

  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.

  Hello ive been with koho for years on end now and all the sudden my account isnt working my card isnt active and i cannot reset my password ive been tryin to get a hold of the chat but its been 24hrs and they keep on teling me they dont have a answer yet from the department BUT I HAVE MY PAY COMING IN TOMORROW I NEED MY KOHO CARD AND ACCOUNT WHAT IS THE PROBLEM

  Business Response

  Date: 20/09/2023

  Hey there, 

  It looks like you're communicating with our agents about the funds in your account and that they're assisting you with this matter.

  Thank you, KOHO

• Initial Complaint

  Date:20/09/2023

  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.

  Not long ago I made a transaction of 1255 to buy an airplane ticket. Unfortunately, the flight got cancelled and the airline refunded me the money. After 30 days koho received the money but it wasn't in my balance yet. I decided to text them about the issue i was having, but they told me that it will be available in the next 5-7 buisness days. It seemed fair at first, I thought. Well 10 days later I was still waiting. I decided to contact them again and they told me to wait again, this time, another week. A week passed by and still nothing. I decided that for a third time I was going to contact them and make sure my money hasn't disappeared. Guess what?! I had to wait again! All I want is to get my money back. Clearly they need a little help to accelerate the process.

  Business Response

  Date: 20/09/2023

  Hello, 

  I understand how important it is to receive your funds when expected and we are working to accomplish this. I do want to emphasize that the funds are being held by the processing partner and KOHO is not withholding it. Our processing team needs additional time to analyze the copy of the original receipt that you have provided to us. I recognize that we have provided an estimate for when this would be completed, however, more team will be needed in this case. We thank you for continuing to communicate with us with our Support Agents as we will continue to work with our processing team in having this processed as soon as possible. 

  Thank you,

  KOHO

• Initial Complaint

  Date:15/09/2023

  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.

  I was contacted by KOHO via email and push notification to my cell phone telling me I was eligible for an increase to my credit limit of 300.00. My limit has been this high for close to a year if not over.
  When I received this notification I followed the link and it asked me to verify my identity. I completed the steps and was taken to my credit limit and it had not changed. Contacted koho and was told it would be fixed.
  Contacted again and was told it was escalated. At this point I asked if I was even getting an increase and seemed affirmed by the agent. I then asked to speak to someone who could do what they'd promised. I spoke with a Wilson days later and was informed 300 is the highest possible limit. **** ***** ***** *** **** * ****** **** **** *** ****** *** ***** *** **** ******* ******* **** ***** *** ** *** ******* *******
  
  I wasted hours of my time and waited weeks for a resolution.
  
  I'd like my fees refunded for the last few months, and my credit limit adjusted as promised. I have been misinformed and misled by koho in the past and almost every time I contact them nobody fixes anything they just waste my time and I spend hours following up with them. I'd like 25/hr for the 4 hours I dealt with them over my last 2 issues.
  I pay them every month but am unable to call and speak with an agent and am always waiting hours if not days for a response to sometimes urgent banking issues. ** * ******** * **** ***** ** **** ********* *********** *** **** ** ***** ****** ** ****** **********

  Business Response

  Date: 15/09/2023

  Hi there,

  We are sorry to hear about the issues with your subscription! A manager is in contact with you to assist you further with this. Please forward any questions to the existing conversation in our support channel so we can help you there.

  All the best,

  KOHO

  Customer Answer

  Date: 29/09/2023

  I would like to re-open this complaint with the bbb as it isn't resolved. 
  

  I never received an email notification of their response but the issue is not resolved and the manager has not taken any action to address the issue. 

  The manager informed me there is nothing they can do, ive since spoken with the VP who is expecting me to spend hours gathering documentation etc for months of issues such as funds disappearing from my account. It is difficult as sometimes there is a glitch like, I sent an etransfer that never showed up in my transaction history yet reduced my balance by the amount, and the receiver never got. It took months for them to 'resolve' and I never got hundreds of dollars back, despite then claiming it was returned but providing no evidence. 
  
  

  
  

  Business Response

  Date: 02/04/2024

  Hey ********!

  We apologize that the response you received regarding your issue was not satisfactory. The VP of User Success has assisted you with this issue recently. If you have further questions, please reply back to that chat or reach out to our team for additional assistance. We are always here to support. 

  Thank you,

  KOHO

• Initial Complaint

  Date:01/09/2023

  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.

  After 2 weeks of hounding ******** ***** in regards to my identity theft that occured on August 17, they directed me to Koho Financial to get the documentation required in order for my bank (****) to get my significant lost funds back.
  
  ******* ***** offered to contact Koho Financial on my behalf on August 30. I also contacted them and got no response! This is NOT a laughing matter and I am not going away. My identity was stolen as well as funds! Koho refuses to acknowledge my emails and doesn't have a contact number for fraud.

  Business Response

  Date: 01/09/2023

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

  A supervisor has emailed you with information regarding the status of your KOHO account.

  Thank you,

  KOHO

  Customer Answer

  Date: 13/09/2023

  On August 17, my identity was stolen, and this has been confirmed with my actual banking institution. An account was opened at ******* ***** in my name with a phone number and information that is NOT mine! For 2 weeks, I have been trying to resolve this amicably and receive my missing $750 fraudulently sent to the account opened in my name (which is not even spelled properly) via e-transfer. However, they have not only denied direct correspondence with the fraud department, but today, they ALSO denied my request to book an in person meeting where I can present my government-issued photo ID to get this account closed and dealt with in the manner that my actual bank requires and get my identity back!. **** ***** * ********** ******* **************** *** *** **** **** ** ********* *********** ** ***** **********

• Initial Complaint

  Date:01/09/2023

  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 subscribed to their credit building for $42 per 6 months.
  Then I cancelled it a month before my renewal, but they still withdraw the money a month later. So I contacted them and Ember (don't know if is her real name) answer me by saying don't worry and then she told me those fee aren't refundable. Plus they didn't even notice me before that those fee was coming. So we need to keep away from them and make business with ********* or a well known bank service.

  Business Response

  Date: 01/09/2023

  Hi ****, thanks for reaching out!

  We can completely understand any frustration here, as our team should have refunded the funds once you requested it. We will ensure our team gets proper coaching regarding this.
  
  We can also confirm that the funds have been returned to you now, which is great!
  
  Your satisfaction is a top priority,

  KOHO

   

   

• Initial Complaint

  Date:21/08/2023

  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 reached out to KOHO support chat when I noticed my card was deactivated and not active.
  
  I noticed my card had been compromised and bank card stolen. I tried to reach out to KOHO multiple times without success
  
  There is currently money inside my account and I want that money sent to me by cheque or have my online services restored
  
  My email is ********************.com
  Address ***** ***** ** ******* apt *** ******** ****** *** *** Phone number: ************ Last four digits of card **** 

  Business Response

  Date: 21/08/2023

  Hi there,
  
  We are sorry to hear about this situation, 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.

  As for the balance on the account, it seems like an agent is currently assisting you in the transfer of your funds.

  Kindly respond in the open conversation.

  Thanks,

  KOHO

  Customer Answer

  Date: 21/08/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory when I receive the etransfers to the email provided. 
  

  if it is not sent soon I will resubmit a complaint with BBB

  thank you for your help 

  
  
  
  ******* ***

  Customer Answer

  Date: 24/08/2023

  It has been over a week that Koho decided to close my account. I spoke to a agent yesterday, ***** who mentioned funds inside the account would be etransfered to the email that I would provide to them. Yesterday (august 21) koho replied to my original BBB complaint promisingly telling me to verify my emails in order to access my funds. I have no received any transfer or further information how to accept the etransfer they will send and it’s been over 24 hours without a reply. I have bills that need to be paid and this situation is being prolonged by koho The email provided to koho to send the funds is ********************.com

  Business Response

  Date: 24/08/2023

  Hi there,

  Thank you for reaching out, we have reviewed your account and we see that an e-Transfer was sent to the email you have provided for the remaining funds on your account.

  Currently, the e-Transfer is pending for you to accept it.

  Thanks,

  KOHO

  Customer Answer

  Date: 24/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the agent did not provide the correct password. When I enter the password it says it’s the wrong password to accept the transfer 
  
  
  
  ******* ***

• Initial Complaint

  Date:21/08/2023

  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.

  KoHo Bank has locked ne out of my account and cannot even receive password resets either.
  
  This happened August 14/23 chat has proven a waste of time and the agent was useless and uneducated. Agent kept repeating the instructions even after stating the steps we're completed.
  
  I'm getting nowhere with customer service.

  Business Response

  Date: 21/08/2023

  Hey there, 

  Our apologies for any frustration caused here. One of our supervisors has reached out to you directly via email to assist you with this matter. 

  Thank you, KOHO

  Customer Answer

  Date: 21/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: A KoHo supervisor has not attempted to send an email to me, this is always a response I receive from your offices to try and keep me from contacting you.

  I definitely do not accept this response and deserve a much better response since I am a great client with never a complaint until now.
  

  Best-
  
  
  
  ***** ******

  Business Response

  Date: 02/09/2023

  Hi there,

  We are sorry to hear about the issues you were facing with your account. A supervisor sent an email to the email on file on August 21st and didn't receive a response. We sent a new communication more recently as well.

  If you need assistance with your account, please respond in our support channel and we will be happy to help you further.

  All the best,

  KOHO

  Customer Answer

  Date: 07/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I never received an email or an attempted telephone call from your offices. 

   I was able to get into my account finally but I refuse the reply from your offices. As a client I deserve much better service than I've been receiving.  

  what will koho do for me to make this right.?

  
  
  *****
  

• Initial Complaint

  Date:14/08/2023

  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.

  Koho locked my account yesterday morning i got one response to send myself with a pic holding my id and one of just my id. No one responded since. I've sent several emails tried speaking to live chat no one ever came on. Can't speak to real person on their customers service number. Its been over 24 hours i keep all my funds in that account. I can't even use my cards with my money on it. This is ridiculous

  Business Response

  Date: 14/08/2023

  Hi, Thank you for bringing this to our attention. 
  I have reviewed your account and can see that it has been re-opened.

  Thank you. 

   

   

• Initial Complaint

  Date:11/08/2023

  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 an account with koho that i have been using alot. I spend thousands through this account, and also pay for 3 seperate service through them. Credit building, cover, and EVERYTHING (their premium account). They have them set to 3 different days, so adding this with my business and everything else in my life, makes it easy to be late.. although I have only ever been late once because I was out of town and didn't have service, but was able to pay it within 24 hours. But when I logged in to make sure the payment went through... they cut me off... no late warnings, late fees, w.e just straight up cut that service that I've been paying every month.... over 1 day of being late.
  I want to remain using them for the convenience, and would have paid a late fee... thats wouldn't have been an issue. But now they cut me off. And I don't think it is a fair decision.
  If they just added a fee instead of cutting people off, not only would they make money with the fee, but they would continue to get the monthly fees for the service, and continue to get the transaction fees on the thousands that I spend every month through this card...
  I already have a ************, a ******* ***, and a ******** ****... so worst case ill just go back to using them instead and they will lose my business along with everyone I talk to, or that works for me.

  Business Response

  Date: 11/08/2023

  Hello ****,

  Thank you for your patience!

  We attempt to collect the billing fee 3 times before putting the account into NSF and recollecting the loan. We also communicate to you in-app and through notification that your billing fee is due and to add funds to your account.

  You will have to repay the entire loan before being able to use the feature again.

  Thank you,

  KOHO