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:06/06/2023

  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.

  So I’m driving across the country for work, as I do every single year, at different times of the year.
  I made a purchase with my KOHO account, and thought nothing of it.
  As I continued on my journey, I tried to make another purchase and was informed it was “declined - likely due to suspicious activity”.
  At first, I thought alright, that’s fine. I’ll just give them a message with the in-app chat.
  I did so, and then waited 10 hours for the first response.
  Following that response, I was asked to verify my identity with two pictures, okay, annoying enough, but done.
  I have since waited another 24+ hours for another response. Nothing back from them. There’s no number to call. There is nobody answering, and I have 0 access to my account.
  I need my money KOHO.

  Business Response

  Date: 06/06/2023

  Hello ******,

  Thank you for reaching out, we have verified your account and the lock on your account has been lifted.
  
  Kindly note that this is an added measure of security brought on by recent account takeovers in the industry, our team monitors accounts in order to identify patterns that may be indicative of an account takeover. If such activity is noted, our team will proactively take action to ensure the security of the user, and prevent any further security concerns if this was the case.
  
  Because of this pattern, your account was proactively suspended in order to protect your funds. Requesting ID was to ensure that you were the one moving money in and out of your account.
  
  We do apologize for any inconvenience this caused for you; we are working to improve our processes with this.

  Thanks for being so understanding.

  KOHO

• Initial Complaint

  Date:06/06/2023

  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.

  It seems as if some ***** is being done on my account and none people are able to help with anything. $16.82 was taken out of my account with no trace and I’ve explained the situation multiple times and it’s as if the employees don’t know how to do the job. It’s bad enough they take HOURS to respond but money always seems to go missing from my account and this lady trying convince me the place that refunded my money took it back but screenshot she provided does not show who took they money. I believe someone is ******** money. I thought so before but had no proof it clear it is going on because transactions disappear from my feed and I just don’t understand.

  Business Response

  Date: 06/06/2023

  Hello ********,

  Thank you for reaching out and bringing this to our attention, we have verified your account and we see that this is a transaction for ******** that has since expired, you were not charged anything for it, if you believe this is a fraudulent transaction kindly reach out to our team so we can replace the compromised card.

  Thanks,

  KOHO

  Customer Answer

  Date: 07/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I’ve already spoken to multiple representatives and no one has helped me. I’ve repeatedly asked for someone to call no appointments have been booked. How can a refund be expired to days after and ******** CANNOT take the refund back. Nor is there even proof of transaction in the transaction section in app. This not first time money and just disappear this is only time I was able to catch it in time. NONE of you customer service people don’t even how to do the job properly.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 13/06/2023

  Hello,

  We understand how important your funds are and as mentioned, this transaction has expired and the funds were returned.

  We would like to reassure you that you are not missing any funds.

  Thanks,

  KOHO

  Customer Answer

  Date: 14/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I asked to speak with someone over the phone. I keep being told it was returned to my account and it never was I’ve check my account on multiple occasions. I’m not looking to talk with someone through chat I would like speak with a REAL person over the phone. 

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

  Business Response

  Date: 27/06/2023

  Hey ********, 

  One of our agents has reached out and provided you with a link for a phone call appointment.

  Thank you, KOHO

• Initial Complaint

  Date:06/06/2023

  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 receive this message... Our team has ultimately made the decision to keep the account closed" for no reasons

  Business Response

  Date: 06/06/2023

  Hello *****,

  ?Our team monitors account activity in order to ensure that our users accounts and funds are safe, protected, and that we are operating our accounts within our legal guidelines.  

  Our team has ultimately made the decision to close your account at this time.

  ?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.
  
  KOHO

  Customer Answer

  Date: 06/06/2023

  
  
  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:02/06/2023

  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.

  This dispute is not regarding a transaction, but I have been trying to close my account with Koho, and every time they don’t look at my ticket before closing it or im booted off the page. I do not wish to have an account with them anymore, and they are making it completely impossible to get rid of it.

  Business Response

  Date: 02/06/2023

  Hi there, 

  We really do apologize for any inconvenience caused here. On of our team members will be reaching out to you to confirm the status of your account.

  Thank you, 

  KOHO

  Customer Answer

  Date: 02/06/2023

  
  
  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.
  
  
  
  It shouldn’t take filing a complaint to close your account though. Consider creating a better process for it.

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

• Initial Complaint

  Date:01/06/2023

  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’ve had 4,925.00$ Over a corse of a year just not be accounted for and removed from my account. There’s no transaction showing where it is or where it went. Koho agreed it wasn’t right at first and that they were going to get the appropriate people to look into it because it was above support managers training. I haven’t heard back from them since or been reimbursed.

  Business Response

  Date: 01/06/2023

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

  We have further investigated this situation and can confirm that a manager is currently looking into this for you, and they will respond to your active chat as soon as possible. 

  Since this pertains to your personal account information, we will not be able to provide further detail here. Please feel free to ask any further questions directly in the chat, and the manager will respond to you as soon as possible.

  Thank you,

  KOHO

  Customer Answer

  Date: 13/06/2023

  I am rejecting this response because:

  I didn’t accept kohos response because they haven’t contacted me since the last time I reached out  to them regarding the matter 3 weeks ago. I still haven’t got a reply back or not been contacted. Them contacting me doesn’t get my money back to me. Koho is not responsive with their support chat. There’s no communication. I’ve tried to talk with them and it isn’t going anywhere. 

  Business Response

  Date: 21/06/2023

  Hi ******* thank you for sharing this with us and sorry that you are experiencing these issues, Since this deals with personal account information, we have emailed you in the app instead.

• Initial Complaint

  Date:29/05/2023

  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 financial, Cannot log in with near 5000$ in account.
  
  Koho Financial has been really unprofessional and i dont even know where to start.
  
  Ive been using Koho for a few months now and love the concept of the app. They offer lots of amazing options to build credit and save money but there customer service sucks.
  
  Be ready to not have answers when needed
  
  Yesterday morning i tried logging in. I get this message “account lock contact support”
  
  After 4 hours of trying to contact support i finally get an email from their support saying accounts get locked due to various reasons to protect my account and my funds. they need a proof of ID. After completing the verification they started asking questions about 2 email transfers i have received in the past. I simply explained to them that i sold items and received payment for the items i sold.
  
  All they said was thank you they will forward this information to their team.
  
  Ive been asking many questions about this matter with no real response to the problem.
  
  I cannot get a time frame as to when i will have access to my account.
  
  They also refused to remove my funds and close my account till there done their verifications.
  
  I’ve offered them to send them any information they needed or anything i could do to help with a verification that they cannot explain.
  
  On their website it is stated to contact support by email to request a call with their team. I’ve asked 3 times in the last 24 hours for a call from one of their agents. They ignore the question every time.
  
  It is very frustrating having funds locked somewhere you have no access too with no real information on the matter.
  
  To this day i still have no real response from support as to what the issue is with my account. When i ask what is going on i get the same answer simply wait till their process is completed.
  
  Has anyone ever been through this and how long can this “process” take?
  
  At this point i am just in need of my funds .

  Business Response

  Date: 29/05/2023

  Hi there, 

  We're really sorry to hear about this experience. We understand that the delay is frustrating however, when it comes to situations like yours it is essential that we contact our internal team which does take some time. 

  One of our team members has reached out to you regarding the next steps and will be there to assist you.

  Thank you very much for your patience, 

  Team KOHO. 

• Initial Complaint

  Date:26/05/2023

  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 KOHO account has been Locked since may 20th and I’ve been trying to get in contact with an agent to resolve the issue but no one have gotten back to me and it’s been 5days now and I’m getting very frustrated because I have bills to pay at the end of the month and KOHO chat feature and email are never responsive and it’s driving me mad because I need access to my funds and my account to continue my job as a procurement assistant.

  Business Response

  Date: 26/05/2023

  Hello ******,

  We are sorry to hear about this, we completely understand how inconvenient this is and acknowledge the stressors you are currently facing. We still have not received any information from the sending Financial Institution or our partnering bank regarding the status of this e-Transfer. With this being said, we won't be able to re-open your account until the flags on these transfers are removed.

  Please reach out to the sender regarding the e-Transfer that were flagged.

  Thanks,

  KOHO

   

• Initial Complaint

  Date:24/05/2023

  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 locked out of my KOHO account. It is the only money I have and I need access. I waited in an empty customer service chat for over 6 hours yesterday. They do not offer live customer service help. They did respond to my original email but have since to just drop off. No response in over a day. I put in my email to get a password change email and nothing comes. At this point I feel completely neglected. I need my money now and they are essentially holding it hostage.

  Business Response

  Date: 24/05/2023

  Hi ********,

  One of our agents has reached out to you and asked that you please send a photo of you holding a piece of ID as well a photo of the ID itself. Once we receive this, we will reach out to our internal team with the next steps and get back to you with an update.

  Thank you, KOHO

  Customer Answer

  Date: 27/05/2023

  
  
  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:23/05/2023

  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.

  On April 26th, 2023 I made an e-transfer to KOHO using the provided custom email for auto deposit into their system. It showed the funds deposited in the ledger on my KOHO account, but they were not made spendable. I sent an enquiry to their customer support regarding why the funds were not spendable. The rep stated the "team is actively working to resolve this and should have your balance fixed within 2 business days". This was 3 weeks ago. I waited a week and opened a new support chat with a new KOHO rep in their app. They responded saying my "balance has become negative because their system previously missed displaying a transaction" I enquired about this "missed transaction" which they ignored, but instead a responded stating "our team is actively working on restoring the balance for your account as soon as possible. we want to sincerely apologize if this outage has caused you any inconvenience." and ended the conversation. This has gone from a system problem, to a reconciliation problem/me problem, back to a system problem but this time an outage. I waited another week and sent an email to *******@koho.ca explaining the situation and requesting an update. I received a generic apology and promise of resolution without explanation again. ************** ** ********.
  
  I logged into the KOHO app to see if there were any updates to find the original $100 deposit has now been removed entirely from the account activity ledger. This has gone beyond terrible customer service and banking practices to breaching accounting ethical standards (you can make debits and credits to rectify an error, but you most certainly DO NOT just delete the line). * **** ******** ******** ** **** ********* ********* ** ******* **** ********* *** ** ******* **** ******* **** * ** *** *** **** ****** ** **** ******** ** ***** ****** ** **** ****** *** ***** ************ **** ************

  Business Response

  Date: 23/05/2023

  Hello there,
  
  We are sorry to hear that you are having issues with this! We reached out through our support channel to give you more details about your account balances and assist you further with this.

  All the best,

  KOHO

• Initial Complaint

  Date:23/05/2023

  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 ***** $505 from me.
  
  I created an account to monitor spending of a business that I was hoping to start. I initially made the KOHO account under a potential business name. Once the account was made I received an etransfer from my business partner to check the validity of the account. When I tried to etransfer the money back to the person who e transferred the money to me I was unable to without confirming my identity. I then decided to change the name on my account over to my name. I submitted the relevant documents in order to have the change made by the KOHO team. I received a message a day later from an employee named ***** who said he changed the account name to my name, which was great. In that same message he asked me to upload the same documents I had already uploaded. When I told him that, he responded with a message saying that my account has now been closed and that any money in my account would be etransfered to the email on file for the account. This was a complete shock as this was uncalled for. It has been 24 hrs since this interaction and I have tried to contact KOHO via chat and email multiple times to resolve this, to no avail. There is no phone number to reach a real person to talk to. Chat messages are all generic and keep asking me to send in the documents they already have, to which I keep obliging. The chat “bots” keep asking me to verify my identity, but don’t respond when I do. Up until now I have not received the $505 that was in my account at the time of closure. I would like the money sent to the email that was used to creat the account and that is on file: ********************.com as soon as possible. What more do they need? This is enough of a verification. It looks to me like they don’t intend to give my money back to me.

  Business Response

  Date: 23/05/2023

  Hello,

  I apologize for the inconvenience that you are going through. For the security of our user's accounts and funds, we do have protocols that are required to be fulfilled. With that being said, we thank you for providing your documents to us and we have forwarded these to our team for review. We will be continuing to assist you in your open chat and will provide you an update regarding your account as soon as possible. 

  Thanks,

  KOHO