Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:19/06/2023

  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.

  Koho had randomly locked me out of my account, cancelled my credit building service and nullified my autodeposit details. It has been 12 hours now of trying to reach support with no help whatsoever. Every cent I have is in that account and I need immediate access to it.

  Business Response

  Date: 19/06/2023

  Hello,

  Thank you for your patience. 

  It appears that your account was temporarily closed due to some security concerns that came about from some e-Transfers being made and once the validation process was completed from our internal team and all the probing questions regarding this transfer were asked, your account was reopened. 

  We understand the inconvenience this may have caused and have advised reaching out to the other party of this transfer with further intructions regarding their request to claw back the funds from their bank. It was also explained that these types of requests that requires raises any sort of security flags could result in losing access to certain features of KOHO or even permanent closure of your account.

  We hope you understand now that this has all been resolved. 

  Regards,

  KOHO

• Initial Complaint

  Date:15/06/2023

  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 have been using KoHo as one of my main financial holdings. Its been great until I changed my phone number and can't receive the verification code to my new number. I was told by KoHo that this was a technical issue on their end and would need to have the tech team fix it. It has been 2 weeks that I have been unable to access my account and still no resolution. They continue to tell me "soon" and "thanks for your patience" while my rent is now 2 weeks late along with other bills paid by access to that account. I need this resolved immediately.

  Business Response

  Date: 15/06/2023

  Hey *****, 

  Thanks so much for reaching out, and we're so sorry for any stress this may have caused.

  A supervisor has just reached out to you via our support chat to set up a call with you to get you back into your KOHO account!

  We have a workaround solution to this that we can use while our technical team further investigates.

  Looking forward to assisting you further,

  KOHO

  Customer Answer

  Date: 15/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:13/06/2023

  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 was recently locked out of my account and the auto deposit and credit building features were removed. I literally have every service with you guys (cover, credit building, secured credit building and have paid the year in advance for the secured credit building) and am expecting child tax to be deposited next week so would like a resolution ASAP. I really hope I didn’t lose access permanently as this would cause such a headache. Upon resolution I will mark satisfactory. Thank you

  Business Response

  Date: 14/06/2023

  Hey there, 

  One of our agents has responded to you directly in chat. We have sent you submission to our internal team and as soon as a member of our team has finished verifying your submissions we will contact you immediately after to update you on your account status or if we need anything else.

  Thank you, KOHO

  Customer Answer

  Date: 15/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:13/06/2023

  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.

  Employer sent direct deposit on June 7, 2023 but haven't received it until now, June 13, 2023. Reached out to Koho everyday since then as I received email confirming that the deposit cannot be accepted by the bank - they said that they do not know anything about this and that to wait 3-5 business days and it would be credited into my account.
  
  Sent them screenshots from my Employer's *** confirmation that the deposit went through with the reference number but they could not "track" it because did not include the 22 digits they are looking for. The reference number was there with all the details. Could not get any legitimate answer or resolution and it has been very frustrating to deal with them. After this is resolved, will close my account immediately.
  
  I know I am only 1 customer, *** * **** ***** ********* *** ** ****** *** ********* and do the same if this is not resolved.
  
  The amount is for $3000.00 CAD so this is not a small issue. Please resolve.

  Business Response

  Date: 14/06/2023

  Hey there, 

  We're really sorry for any inconvenience caused here. To trace this direct deposit, we do require the 22 digit trace number which your employer can provide you with. Once we receive this, we will reach out to our payments team to help you trace this deposit .

  Thank you very much, KOHO 

• Initial Complaint

  Date:13/06/2023

  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.

  End of day on June 1, I checked my account as I had my truck payment coming out June 2. There was just under $800 in there. My truck payment is $377, and the next morning I signed in to verify my payment being made, but to my surprise my account was now $-5 and the only debt showing was my truck payment. I immediately sent support a note asking what happened to my funds, (this wasn't the first time I had funds go missing) I kept getting a run around until June 4 when a agent stepped in and informed me of a balance mismatch and that at the time of that message the balance I was seeing was $414.79 however my true balance at the time of message was $829.08. This being simple math, I agreed that this would seem to be the correct amount missing. I asked how long to resolve, and he replied it may take 2 days. 3 days have went past and the issue was not fixed. I messaged again to get a update and the replies I kept getting was so far from helpful it made me a loss for words *** ****** **** ** ********. After back and forth for a couple or few days someone stepped in and told me my total balance was $428.15, even though I'm seeing $20 ish. This again lines up with what I'm told days earlier from the other agent. They asked for a screenshot so I gave it to them and that agent then changed they previous answer and tried telling me that my 500 flexible credit line is part of my balance. Even though it's not 500 missing and that 500 has been there well before this other 4hundred and some dollars disappeared. I keep having to explain the situation from the start cause a new agent steps in and nothing has yet been done to fix this. It's almost as if they are trying to sweep it under the rug and have me think I'm in the wrong as they had done on previous occurrences. I've never been so frustrated trying to deal with a service. My lastest message was a request to speak with higher management. But I'm not holding my breath. ***** **** **** **** ***** ****

  Business Response

  Date: 14/06/2023

  Hey ******, 

  We're really sorry for any inconvenience caused here. One of our supervisors has just reached out to you with a detailed explanation of what happened here. 

  Thank you, KOHO

   

• Initial Complaint

  Date:12/06/2023

  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.

  They have locked us out of our account. The only “fix” is messaging their “customer service” who doesn’t answer, it has been 6 hours, all of my money is in that account and there is no way to get in contact with anyone there. i also emailed their email in hopes for a response as-well and have gotten nothing. There is no way that this is okay and I need it resolved immediately

  Business Response

  Date: 12/06/2023

  Hey *****, 

  Our sincerest apologies for any inconvenience caused here. Our team has since resolved the issue and we have reached out to you directly for confirmation on this. 

  Thank you very much, KOHO

  Customer Answer

  Date: 12/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/06/2023

  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've had an account with koho for just over a month and have been happily using it without issue, However i tried to make an EMT to my bank to cover a bill, the moment i hit accept their app logged me out and locked my account, i have close to 600 dollars ($598 to be exact) in their account/card that is now locked causing me financial strain as i was trying to cover a bill. Their support chat is not responding or even looking at my messages.
  
  This seems like a ***** business practice to lock an account when trying to take money out. i have no idea if my account is locked or deleted and if i will ever see my money again.

  Business Response

  Date: 12/06/2023

  Hi there, 

  We're truly sorry for any inconvenience caused here. Our team has reached out to you for confirmation on this and since resolved this issue. 

  Thank you, KOHO

  Customer Answer

  Date: 12/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:12/06/2023

  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 logged on my account at around 3:00am on 6/09. I transferred some funds to my ********** account, then I was automatically logged off Koho. I tried logging back in but logging in with my fingerprints was not an option anymore. I could not remember my password, so I requested a link to be sent to my email to reset it. The email was never sent and I got the message to please contact customer support. Next thing I know, my account was locked for "safety" concerns. I did nothing out of the ordinary. No unusual transfers, nothing. I cannot get ahold of customer support (which claims to be available 24/7) and I need access to my funds. This is really frustrating.

  Business Response

  Date: 12/06/2023

  Hi there, 

  We're truly sorry for any inconvenience caused here. Our team has reached out to you with a message following up on this issue and it has since been resolved.

  Thank you very much,

  KOHO

• Initial Complaint

  Date:12/06/2023

  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 got a deposit back from the university I attend to just short of $1000, so I try to transfer around $100 to another bank just as allowance for the next few weeks and the moment I hit send koho locks me out. I haven't been able to get back in because my account is 'locked' but I really really really need the money this next week which is what I was planning for. Support continues to redirect me to resetting my password which just puts me in a loop either saying contact support or this account is locked.

  Business Response

  Date: 12/06/2023

  Hi there, 

  We're truly sorry for any inconvenience caused here. Please note that we’ve resolved this issue and have reached out to you about this to confirm it. 

  Thank you, KOHO

  Customer Answer

  Date: 12/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/06/2023

  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 a koho card. I haven't used it in months. When I went it load money all it said was -.96 cents available in my account. I loaded $100 it took $72 for a payment in something and $28 on a payment for something else. All supposed bank fees. It's a free account. There is no fees. Asked for my money back and they denied it. There is no way to speak to a human.

  Business Response

  Date: 07/06/2023

  Hello,

  We recently reached to you to explain the account activity of concern to you. Although we recognize the difficulty this has placed you in, we are unable to provide you a refund. There are terms and conditions that are explained in-app before a user agrees to use one of our products, and these are always available online on our website. If funds are borrowed, the system will take them when they become available. I understand that this was forgotten, but we cannot refund them back.
  
  Furthermore, the monthly fee for Credit Building was not optional. The fees for this feature are also explained when you sign up for this feature, and they remain available online.
  
  Here is a link to our terms and conditions:
  https:/********************************
  
  I really am sorry that we are unable to refund any of the fees.

  Regards,

  KOHO

  Customer Answer

  Date: 09/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  When I logged into the app, after not having logged into it a few months there was nothing to indicate I owed money for an early payroll deposit thing I had done last year and mistakenly forgot about. In fact it showed positive interest balances. I recognize I owed the money after my money was taken without showing me where it went to. A few factors are at play. First off I never received any sort of correspondence when I failed to pay this. I had stopped working and had to move, which cost me $7000 and just ended up using a different bank account and forgot. I also never received any notifcations about monies owed for optional credit building. I also never received  notification that their early parlyroll option is no longer available. When I logged into the app it showed I had a balance of -.96 cents. If there was money owing it should have showed a negative balance so I could have waited to pay it back on my payday, now that I'm working again. There is no clarity on monies owed. Not transparent at all. I can't even do the early payroll option so I'm stuck until the 20th not being able to buy food and diapers for my kids. Very ***** way to do business. I used to work for a loan company and you have to let the client know first thing about the owing money. This Early payroll option is a loan. 
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 13/06/2023

  Hello,
  
  While I understand that you were not expecting the funds to be collected when you funded your account, as you have mentioned, these funds were still owed. Unfortunately, there were not enough funds in your account at the time to make the payment. Therefore, to ensure the loan was repaid and to prevent it from being sent to collections, your account had been passed to our internal collections team, who have resumed taking repayments from your account. As you have agreed to terms and conditions that are explained in-app before using the products, we are unable to provide you a refund. We do apologize that this is the case and wish you the best. 
  
  Regards, 
  
  KOHO

  Customer Answer

  Date: 16/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Again because there is 0 correspondence to show this was owed. Nor was there anything immediately indicating or showing proof it was owed when I logged in. Your bank is not very transparent. I requested a call to discuss why there is nowhere in the app showing I owe anything. Also looking at a different email received from someone they claimed there is still money owing. Still doesn't reflect that anywhere in the app. So how would one know what's actually owed. Since it shows it nowhere and since there was no collection attempts by your collections department how does one know the money wasn't taken prior. Your app is so misleading. For all I know the money was paid and that's why there is 0 correspondence. 
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 27/06/2023

  Hello,
  
  You can refer to your account statements available in the app to review the account activity and when the loan was provided to you, as well as all the repayments made. 
  
  If you need to be assisted over the phone, please contact us through our support channels and we can help you book an appointment. 
  
  All the best,
  
  KOHO