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: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.

  I was a KOHO Member since more than 2 years. I receive a lot of income in.
  ****** ********, ***** ******* ********, ****** and ****** ***** *******, and more.
  It was perfect, I was in love with this bank.
  
  Until the day I asked them to change my cellphone number because I changed provider and I didn’t received the SMS verification code.
  
  They decided to lock my account for no reason, just after I paid for the ‘’Cover Funds’’, the ‘’Line of credit’’ and my monthly subscriptions.
  
  Then, to validate my identity, I sent them the following documents:
  
  -Driver’s License
  -Canadian passport
  -Cellphone Bill
  -Selfie.
  
  They decided to remain my KOHO account closed.
  
  They can’t provide me the reason for privacy purposes.
  
  This decision changed my life because I have 5 children to feed. I’ll receive my monthly income soon and I’ll not have access to my money. I must open a new bank account, change the direct deposit, but it takes some time to do that.
  
  This decision is bad, baseless and unprejudiced.
  
  I’ll fight until the end. They can't do that to a mother who has done nothing wrong. It’s inhumane. I will denounce the situation on all possible platforms, including yours.
  
  ******** **** **** * **** ** *********** **** *** ** ****** ** * ***** ***** ******** ** *** *** ****** *********** ****** ** ***** *******

  Business Response

  Date: 23/05/2023

  Hello *******,

  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 are very sorry for this, and we hope you have success finding an alternative that will fulfill your needs.

  Thank you,
  
  KOHO
  
  
  

  Customer Answer

  Date: 23/05/2023

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

  1) According to the ********* ******** ****** ** ******, any financial institution must inform the consumer by written of the account opening refusal or account closure and the main reasons of the decision. Without entering into explicit details, I have the right to know what happens with my KOHO Bank Account and with my identity. I have the right to know if I have been victim of fraud, in order to contact my local police department, the ******** ********** ******, ******* and ********** ****** ****** and more.
  

  I was in love with this bank, I was loyal since more than 2 years. I just asked KOHO to change my personal details because I changed of cellphone provider. They suddenly closed my account after this query. It is deplorable. I sent them a tons of identity documents. I understand that they have the discretion and the right to close any accounts, but they don’t have the right to let me in the total unknown. It’s inhumane.

  2) KOHO hasn’t responded to the part 2 of my complaint.

  I’m a mother of 5 children. In the next few days, I’ll receive my income (****** ******** *** ******* ***** ********) like each months. Could they please be human, keep the funds safe and send me an Interac e-transfer around May 30th when the direct deposits will enter?

  Thank you.

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

  Business Response

  Date: 24/05/2023

  Hi *******, thanks for your reply.

  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 any inconvenience this may have caused.
  
  If you have any questions, please refer to the Fair Use Policy in our Cardholder Agreement.

  We are very sorry for this, and we hope you have success finding an alternative that will fulfill your needs.

  Thank you,
  
  KOHO

  Customer Answer

  Date: 28/05/2023

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

  I clearly understand that KOHO will keep the account closed and that the decision is final.

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

  The 2 points of the rejection of the answer are : 

  1) They provide auto reply to this complaint ;

  2) They didn’t reassure me about my monthly direct deposits that I’ll receive in the next few days. It’s ****** ******** ****** and ***** ******* ********. It’s important. I have 5 children to feed. Will they be human and keep my money safe?

  
  Thank you.

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

  Business Response

  Date: 29/05/2023

  Hi *******, 

  Any direct deposits sent to an account that is closed will be rejected and returned to the sender within 3-5 business days.

  Thank you, 

  Team KOHO. 

   

   

  Customer Answer

  Date: 31/05/2023

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

  Before all, I’d like to inform the BBB that it’s my last rejection ****** ****** *** *********.

  1) I am aware that this decision is irreversible. However, I request that KOHO provide to the Better Business Bureau (BBB) the evidence that justifies the ban. ******* ***** ** **** ** ****** ********* ******* ********* ** *** ******** ** *** ******* ****** *** ******** ******* *** ********* * 
  

  2) KOHO haven’t reassured me that they will cooperate with the competent authorities and courts about this unjustified account closure ;

  3) They are without human feelings concerning my 5 children to feed and didn’t even want to preserve my monthly ****** ******** deposit in order to send me it by e-transfer. There is 3-5 days delay for KOHO returning the funds and 3-5 days to the pay services send again to me. So 6-10 business days with difficulties for my childrens. They don’t care about it.
  

  An account closure should be made GRADUALLY, CALMLY, if there is several GOVERNMENT direct deposits into the account, to let the time to change bank! KOHO need to review their procedures and provide evidence of their improvement to the BBB. I mean that other deposits should be returned but not GOVERNMENT ****** ******** and ***** *******. NEVER.

  On this, I’m waiting for a FULL, EXPLICIT and HUMAN answer from KOHO’s Team in order to decide if I close this complaint or if I continue my steps.

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

  Business Response

  Date: 02/06/2023

  Hi there, 

  We are sorry to hear that! Please note that for account information, you would need to reach out in our support channels, where we can verify your identity and review your details.

  In regards to your account closure, please refer to KOHO's Fair Use policy and Cardholder Agreement on our website.

  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.

  I used an atm for withdrawal but never got the money out. It processed and said it gave me money but it didn't. Security guy is a witness. Tryna figure out what's going on

  Business Response

  Date: 23/05/2023

  Hi there,

  We are sorry to hear that you had issues with the ATM withdrawal! We reached out through our support channel to get more details and assist you further with this!
  
  All the best,
  
  
  KOHO

• Initial Complaint

  Date:18/05/2023

  Type:Service or Repair 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 put 500 dollars in a koho account 8 days ago .on the first day they locked my account i tried contacting them and they say the same thing everytime [we have to check your id] i send them photos of my id 6 times and they still dont activate my account..i want my money back if they dont activate my account..i need this money to eat ..i am 65 years old with a small pension...please try to help me..thank you

  Business Response

  Date: 19/05/2023

  Hey there, 

  I can confirm that one of our agents have reached out and requested your pieces of identification. Once this is sent in, we will reach out to our internal team and provide you with the next steps regarding your account.

  Thank you, KOHO

  Customer Answer

  Date: 19/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i already send them my photos id 6 times, no matter how many times i send them my id they always send a message back to send them my id . ***** ******* *** *** *** ******* ***** **** ****** * **** **** ** **** **** ***** ****** *******..i just want my money back..* ** **** and cant put up with this anymore..thank you for helping me with this..please tell them i need my money back maybe they will listen to you guys..thank you..
  
  
  
  Sincerely,
  
  
  
  ********* ******

  Business Response

  Date: 24/05/2023

  Hi ****,

  We can confirm that an agent emailed you 5 days ago to further assist you with this.

  We will resend the email; please feel free to respond directly there.

  Once the needed documents are received, we can further assist you with accessing your account.

  Thank you,

  KOHO

  Customer Answer

  Date: 26/05/2023

  
  
  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.
  i cannot thank you guys enough for helping me with this.i think they got the message after you guys contacted them..my blood pressure has been down since you guys helped me..i love you guys you are the best..you all deserve a raise...take care...
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:18/05/2023

  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.

  Signed up for credit building line of credit. Auto payment to be taken monthly have several programs including cover overdraft have never gone under this so never had a negative balance. Saying April missed payment impossible as I don’t make payments it’s done automatically on their end and my balances have never been below there auto chat just spits out missed payments again impossible on an automatic payment when I sign up to increase my credit and I have never in my life missed a payment and this reduces it almost 100 points they need to be held responsible and correct their error and fix it

  Business Response

  Date: 18/05/2023

  Hello,

  I have reviewed your account with the information that you have provided and see that we have reached out to you with an update very recently. We have escalated your issue to our internal team for a resolution. We apologize for any inconvenience and hope to have this resolved for you as soon as possible. Thank you for continuing to communicate with us through your open chat. 

  Regards,

  KOHO

  Customer Answer

  Date: 18/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Opening up a ticket doesn’t solve my issue as I contacting them several times before reaching out to you and they refused to do anything 
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 19/05/2023

  Hello,

  We deeply apologize for the length of this process and appreciate your patience with us throughout. We understand the severity of the situation and that you would like this to be resolved as soon as possible.
  
  We made an urgent follow-up to our team with your account. Rest assured that we resolve this for you as we really value your time and patience.
  
  Thank you for continuing to communicate with us through your open chat. 
  

  Regards,
  KOHO

  
  

  Customer Answer

  Date: 24/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Although I am happy they are finally responding it just says I have an open ticket they are looking into it no resolution yet.
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 26/05/2023

  Hello ******,

  We definitely understand your frustrations through this and apologize for any inconveniences it has caused you.

  Our team has since resolved this issue, and it will be corrected on the next report we submit for May. This will fix any credit score changes affected by the incorrect reporting of April.

  Thank you,

  KOHO

  Customer Answer

  Date: 29/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  A huge credit loss after never missing a payment. I signed up for a credit increase program and due to their incompetence I lose almost 100 points?? Says will be fixed next month I have no faith left in this company will wait and see 

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

  Business Response

  Date: 01/06/2023

  Hello ******,

  We do apologize for this situation but our team has resolved this issue, and it will be corrected on the next report for May. This will fix any credit score changes affected by the incorrect reporting of April.
  

  Thank you,
  

  KOHO

• Initial Complaint

  Date:17/05/2023

  Type:Billing 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 charged after a trial of a product with absolutely no option to opt out of the said plan. I had no idea how to do it. Instructions were not clear. I was debited $19.

  Business Response

  Date: 17/05/2023

  Hey *******, 

  I can confirm that our agent has gone ahead and refunded you the $19 that you were debited for this subscription plan. 

  Should you have any other questions, please feel free to reach out to us at *******@****.ca 

  Thank you, **** 

  Customer Answer

  Date: 17/05/2023

  
  
  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:17/05/2023

  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.

  Koho account has been temporarily locked for over 28 hours with no response from the company and have no access to my funds.

  Business Response

  Date: 17/05/2023

  Hello, 

  We would like to apologize for the delay you have experienced with regard to receiving information about your account. I have taken a look and see that we have reached out to you with an update earlier today. We thank you for continuing to communicate with us through your open chat as continue the process of your account review.

  Thanks,

  KOHO

  Customer Answer

  Date: 17/05/2023

  
  
  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. I'm just truly hoping it doesn't take much longer to have my account unlocked as i desperately need access to my funds.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:15/05/2023

  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 cover fee was due on May 12th, 2023. I loaded the $25 fee on May 15th as advised by a koho support agent. It was loaded within an hour of being told to do so. Now Koho has cancelled my cover fee(overdraft) and is saying my account is -$473.62 and will no offer any assistance to help me. I have spoken with multiple agents with no answer. I also received an email from koho today May 15th saying to add my cover fee I would then be covered again. This is a new feature that was released in April 2023. * **** *** * **** *** ** *** ******** ** **** ****. I can’t imagine how some may feel when they are faced with the huge balance owing like me. I had asked to speak to a supervisor and I was sent to an online booking system with a calendar and the earliest date was May 26th. Sorry but as a single mom with Canada child benefit being deposited on Thursday I cannot afford for koho to ***** my son’s money. The photos uploaded show where the support agent told me to load the funds ASAP which I did. I had a friend email me the $25 to repay the fee. It was less then an hour later when the $25 was loaded to my account.

  Business Response

  Date: 15/05/2023

  Hi **********

  Thanks so much for reaching out to KOHO.

  We will have a supervisor further investigate this situation for you and reach out directly to your active chat with our support team. 

  Please feel free to forward any further questions directly to that chat! 

  Thank you,

  KOHO

  Customer Answer

  Date: 15/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I did not cancel my cover feature. Koho cancelled it leaving me to pay $500. I was told by a support agent to pay the cover fee ASAP, which I did less then an hour later, and my cover was then cancelled without my consent. I have asked if once I repay the $500 would my cover then be reinstated and I was not provided a response. I keep being told that it might be and that they don’t know. How does a bank not know how their features work? I need concrete answers. Not I don’t know. 
  
  Sincerely,
  
  
  
  ********* *****

  Business Response

  Date: 16/05/2023

  Hello **********

  We are sorry about this situation but when there are not enough funds in your account to pay the Cover monthly fee, the feature gets automatically cancelled after the third payment attempt.

  We do understand that this is not the outcome you were hoping for but we are not able to offer this limit for now.

  Thanks,

  KOHO

   

• Initial Complaint

  Date:15/05/2023

  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 locked my account and refuses to answer me on chat or by email after holding all my money

  Business Response

  Date: 15/05/2023

  Hello, 

  Thank you for your patience!

  It appears that your account has been locked for the moment. Our customer support team is in communication with our internal team as we do need to make some verifications concerning your account. This is necessary for the protection and security of your account, and we do thank you for your patience. 

  Upon checking your conversation, our team has reached out to you and is currently waiting on your response. 

  We hope to resolve this issue together. 

  Thank you, ***** 

   

   

• Initial Complaint

  Date:10/05/2023

  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 got a message saying Koho messed up on a payment and they were taking it now, putting my account into the negative. When i logged in to see whats up, my account was froze and they say they're not opening again citing their fair use policy. Meanwhile, ****** goes to take a payment from my koho account, sees its closed and freezes my account unless i provide a statement.
  
  Ive been trying to get a statement from koho, but they keep giving me the "fair use policy" speech. One person said they'd email me the statements if i provide id and a selfie, and i did but they reply with the generic "fair use policy" speech. I need that ****** unlocked asap, just give me a ******** statement.

  Business Response

  Date: 10/05/2023

  Hello *******,

  We are sorry about this situation and understanding how important it is for you to have your statement.

  Our team has received your submission and will be sending you your statement soon.

  Thanks,

  KOHO

  Customer Answer

  Date: 10/05/2023

  
  
  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. However, am still going forward with my complaints to the 
  
  The Financial Consumer Agency of Canada and the Ombudsman for Banking Services and Investments for their gross mishandling of my finances, they're actions leading me to financial hardships and the poor customer service they provided afterwards and during my time with them. Thanks you 
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:10/05/2023

  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.

  They locked my account and asked for my private information and copies of my ID front and back saying that if I provided it they would unlock the account. I provided the information and they then said the account was closed as per their Fair Use policy. The policy explicitly states that if there is any issue with my usage they will inform me and give me an opportunity to explain my usage. I sent them the relevant section of the policy and they refused to honour it.

  Business Response

  Date: 10/05/2023

  Hello *****,

  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.

  The cardholder does mentioned that KOHO can close the account at any moment.

  We are very sorry for this, and we hope you have success finding an alternative that will fulfill your needs.

  Thanks,

  KOHO

  Customer Answer

  Date: 18/05/2023

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

  I included a copy of the policy referenced by KOHO in their decision to close the account.  KOHO specifically instructed me to see the text of this policy for more information on the decision to close my account.  
  

  KOHO’s responses clearly and unambiguously contradict this policy, as the policy states, without qualification or exception, that in the event a users activity is deemed inappropriate or unacceptable the user will “be advised of the rules and given an opportunity to correct their behaviour”. 
  

  Yet the company continues to state the have no intention of advising me of the issue, nor have I been given an opportunity to correct it.  
  

  What is the purpose of a policy, if the company enforcing it fails to abide by its most basic premise.  
  

  in further discussion with another agent I was told that I had multiple accounts on their platform.  This is factually incorrect.  
  

  I have an account and my husband used to have an account and we often share our cell phones because we are usually together. So I did often log off of my account and he logged into his.  And vice versa.  KOHO may flag this as suspicious but if they had followed their own policy and discussed it with me I would have simply closed one of the accounts and we could have just used mine.   Or we could have gotten separate phones.  Etc. 

  It is disappointing that this company seems incapable of making decisions beyond their deeply flawed and outdated artificial intelligence application; which clearly does not follow the policy it is intended to enforce.

  
  KOHO should be aware that if this issues remains unresolved in an acceptable manner which conforms to their own written policies; I will be pursuing further action inlcluding a complaint to the OMBUDSMAN in charge of consumer banking services in Canada; which will likely trigger an investigation, which could be extremely costly to KOHO and thw ******** ***** ******** which are already subject to 3rd party class action filings.  It would be highly advisable for them to resolve the situation quickly and decisively before it escalated further. 

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

  Business Response

  Date: 24/05/2023

  Hi *****, thanks for your reply.

  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.

  The cardholder does mention that KOHO can close the account at any moment.

  We are very sorry for this, and we hope you have success finding an alternative that will fulfill your needs.

  
  Thanks,
  KOHO