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:08/05/2023

  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 financial i open acc with them got a etrans of 600$ from a job i did selfemployed.i took 50$ out and they lock my account without telling me reason why. they r not responsing to me and keep my 550$. **** * ***** **** ** **** i cain.t beleive it they is nobody i can talk to they don.t even response to my chat.what kinda bank is this. here the last email they send me..
  
  Thank you for confirming the details with us.
  
  Our team has ultimately made the decision to keep the account closed. Under the Fair Use Policy in your KOHO Cardholder Agreement, we do reserve the right to close or suspend the account if we believe the account isn't being used as intended.
  
  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.
  
  Thank you,
  
  KOHO ***** ****

  Business Response

  Date: 10/05/2023

  KOHO has communicated to the customer their next steps on May 7th 2023 at 10:44 AM EST. The message was read by the customer but we are still awaiting a reply from them. We encourage the user to respond directly to *******@****.ca. 

  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:05/05/2023

  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 may 4th 2023 I was supposed to receive my paycheck before or on 6pm. I have contacted my work who has proved said paycheck has been sent and should be in my account by now. **** is conveniently not answering their chat or phone or giving any kind of explanation as to where my money is. SKETCHY! I just want my paycheck so I can pay my bills and buy groceries and such

  Business Response

  Date: 05/05/2023

  Hello ********,

  Thank you for your patience!

  It looks like your deposit has since been received and deposited into your account.

  There's a 5 business day timeframe (usually quicker) for a deposit to reach your account once it's issued out.

  We're always available in our in-app chat or through email at ******t@****.ca

  Thank you,

  ****

• Initial Complaint

  Date:03/05/2023

  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.

  On March 12th, I made my online purchase with my KoHo account. I then took a screen shot of my my balance, as I initially felt like it didn't make sense but I wasn't sure.
  I had more purchases to make so I immediately e-transfered more funds to my KoHo account to make sure all my transactions would be covered.
  After completing my second transaction through the merchant website (6min later), I logged into KoHo once again as I wanted to make sure That my transaction went through.
  To my surprise, not only had the transaction not gone through, but my balance dropped $50. I took another screenshot.
  No transaction had gone through withing those 6min, yet my balance is down $50.
  
  With extreme patience, I've tried to have this resolved for almost 2 months now and agents through the chat seem to be robotic and were unhelpful. They even refused to let me speak to a manager and multiple occasions.
  After insisting on a manager for 2 weeks, a manager finally contacted me by phone to tell me that nothing seemed unusual yet gave me no explination as to why my balance was $50 less despite "everything looking normal ".
  I want my money back, or a clear explanation as to what happened to my funds or I will have to escalate farther.

  Business Response

  Date: 03/05/2023

  Hello *********,

  We are sorry to hear that you're going through this, we have verified your account and we see that you have been in communication with one of our managers by email in order to resolve the matter and have not responded to the last message.

  We kindly ask you to reach out to us there, if they have any other questions regarding this matter.

  Thanks,

  KOHO

• Initial Complaint

  Date:01/05/2023

  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 got locked and no one will help me after I’ve sent in my id birth certificate and sin number

  Business Response

  Date: 02/05/2023

  Hello ******,

  Your account and funds will be made available as soon as possible. All we need from you are two photos: one photo of you holding your government-issued photo ID, and another photo of the ID up close.

  Kindly send those to [email protected].

  Thanks,

  KOHO

• Initial Complaint

  Date:28/04/2023

  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.

  On April 28th 2023 koho financial locked my account without warning after realizing they have nobody to call I utilized their in app messaging service and promptly had a agent respond with this as to why my account is locked
  
  Hi there,
  Our team monitors account activity in order to ensure that our users' accounts and funds are safe and protected.
  Some activities such as a first-time deposit, a large deposit, or specific transactions with unknown merchants can set off these alerts.
  To protect your account, we have temporarily locked your account until we can verify you.
  Your account and funds will be made available as soon as possible.
  All we need from you are two photos: one photo of you holding your government-issued photo ID, and another photo of the ID up close.
  You can upload these two photos right here in the chat.
  I apologize for the inconvenience,
  
  One minute later I responded with the requested photos all the money I have is in that account and now it’s been over 12 hours since I sent the requested photos the customer service here is beyond unsatisfactory and needs to be fixed this is unacceptable and this bank as left with without a cent big changes need to happen here

  Business Response

  Date: 30/04/2023

  Hi *****, thanks for reaching out!

  We can confirm that your KOHO account was reopened on April 30, 2023. 

  Please email us at [email protected] if there is anything else we can assist you with.

  Thanks,

  KOHO

• Initial Complaint

  Date:24/04/2023

  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 recently noticed that when paying for gas at the pump, funds have been held in addition to the actual amount processed and received by the vendor.
  
  The pre-authorized funds not accepted by the vendor have been held by KOHO and not returned. I went as far back as possible in my transactions and found funds held dating back to August of last year. I want an explanation and my all of my held funds back.

  Business Response

  Date: 24/04/2023

  Hello ******,

  Thank you for reaching out, there are 2 ways for an authorization to expired on the account when you put gas.

  The first is to make a separate transaction, so it appears on your account and bank statement. The second way is to expire the authorization, this is what happened in your case from what we seen on your account.
  
  You don't see these transactions because they are changes to transactions, not new transactions. You don't see the transaction details on your KOHO application.

  If you need more assistance with this, please feel free to contact us from your in-app chat or to [email protected]

  Thanks,

  KOHO

• Initial Complaint

  Date:24/04/2023

  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.

  When I applied for the credit building program I was informed that it build up my credit. Instead, it took 20 points off my credit and when the 6 months was complete I only gained 1 point.
  I was also under the impression that when the 6 months was complete I would be getting my 60$ back, from the 10$ a month payment. I am now being told by customer service that there is nothing that they can do for me and that they will not return my money.

  Business Response

  Date: 24/04/2023

  Hello ***********,

  There are many external factors outside of the Credit Building feature that can affect your credit score (how much credit you are using outside of KOHO, whether are you making repayments on time, etc).
  
  Even though KOHO report positive action to *******, we can't guarantee that your credit would increase each month and we are not able to refund as we did report every month to *******.
  
  Thanks,

  KOHO

  Customer Answer

  Date: 24/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My main complaint was not addressed. My main complaint is that I was told I would.get my 60$ back from the 10$ payments for the credit building. I am now being told I'm not going to see this money again. So, basically you ***** my money and I want it back.
  
  
  
  Sincerely,
  
  
  
  *********** ******

  Business Response

  Date: 26/04/2023

  Hello there, 

  I have taken a deeper look and see that you had subscribed to our Credit Building feature with a monthly fee of $10 for a 6 month term. I am sorry that there was a misunderstanding and that you were under the belief that this would be returned. If you can reach out to [email protected] showing where this was stated to you, we would be happy to reconsider situation. However, as you have requested a refund after 6 months has passed, we are unable to provide this.

  Thanks for your understanding, 

  KOHO

• Initial Complaint

  Date:24/04/2023

  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 is a banking service that offers etransfers however when sending some foe rent they disappeared. Approx. ~$1600 has gone missing and we've had to send extra and hope it goes through. They've been extremely difficult in responding and keep saying to wait for a managers call.
  
  If contacted, I can provide the account number and approximate dates, as the transactions also don't show in the history. It seems the money has disappeared into a void.

  Business Response

  Date: 24/04/2023

  Hi there,

  We are really sorry to hear about the issues with this e-Transfer! We reached out to you through our support channel so we can investigate this further.

  All the best,

  KOHO

  Customer Answer

  Date: 25/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is a good first step. Hopefully this will allow the issue to be resolved.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:17/04/2023

  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’ve been locked out of my koho bank account for days now having the same conversation with a robot trying to get into my bank acount and getting no where. I did receive one email back Wich wanted me to send in photos of my ID and myself Wich I did. And received zero response. This is very frustrating as it’s my only money and I have no access to it . Online it says they have a phone number for support but it is all automated. I’d like to speak with a person To get this figured out asap Because this isn’t rite at all!! I don’t have much money but what I do have is currently stuck in koho bank

  Business Response

  Date: 17/04/2023

  Hey ****, thanks for reaching out .

  We really appreciate your patience here. One of our agents has since reached out to after you sent in the necessary documents.

  This verification is needed to ensure the safety and security of your account. 

  Please continue to communicate with this agent so that we can resolve the issue with your account.

  Thank you, KOHO. 

  Customer Answer

  Date: 18/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I’ve sent in the documents they asked for 5 different times now to 5 different ppl from koho.    And. Still days later. I’ve heard nothing else and am still locked out of my account.    These are my ONLY funds and I NEED THEM
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 19/04/2023

  Hello there,
  
  We are sorry to hear about everything you’ve been going through! We reached out to you through our supports channel to help you with this.
  
  Regarding the account being locked, in some cases our team might need to proceed with that as per compliance policies. You can refer to your Cardholder Agreement for more details.

  Thank you,

  KOHO

  Customer Answer

  Date: 19/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It’s been 5 days straight of talking to a robot and getting absolutely nowhere.    This bank acount holds all my funds.   N I’ve been locked out for almost a week. Now this is unacceptable.    I would like to speak to a human being instead of a robot.   And havin the same exact conversation 50 ******* times       Please and thank you 
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 21/04/2023

  Hello there,

  I understand that this is a serious matter and have been a difficult situation. 

  We have recently communicated with you the necessary steps required to resolving this issue. We kindly ask that you continue communicate with our agents. 

  Thank you, 

  KOHO

• Initial Complaint

  Date:17/04/2023

  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.

  When i went to bed on april 5th i had 190$ in my checkings account and 1200 in my "vault"
  When i woke up i was -$2748.96
  
  I immediately reached out to Koho and was told that i simply overspent. They do not have an over draft so this would not be possible. When i asked for a break down i was told to check my statements. Which dont show this. Then i was told i was only in debt $1532.19.
  
  I asked to have this escalated and was then told no to sign up for credit building or use my vault. Both of whick i was already subscribed to and using. I told them this and they aknowledged it then closed the conversation.
  
  My tax refund went in on april 12th and all but 312$ was taken for my "debt" i was then locked out of my vault and am STILL awaiting access to my money. Ive repeatedly asked for answers and they dont seem to have any. I worked my butt off for that $ i would like it back and access to my vault.

  Business Response

  Date: 18/04/2023

  Hello *****,

  We are sorry to hear about this situation and understand how important is it to get this rectified.

  We would like to inform you that an agent will contact you shortly to discuss your account and get your vault accessible.

  Thank you,

  KOHO

  Customer Answer

  Date: 18/04/2023

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

  i have been told this daily for the last 12 days. This has greatly affected my financial situation, and as per my email and conversations there are many issues. This is just one.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 19/04/2023

  Hello *****,

  We sympathize with you on the negative balance on your KOHO account. We know this can be overwhelming and we want to help.

  It looks like there was an oversight in the system which caused you to spend beyond the balance of your account. We apologize for this difficulty and any inconveniences this has caused. Our team is actively working to rectify the issue and prevent it from happening again in the future.

  We do see you are in contact with an agent and we kindly ask you to continue to respond there for more insight on this.

   Thanks,

  KOHO

  Customer Answer

  Date: 25/04/2023

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

  You are not trying to rectify this you are making excuses and blaming me for your oversights and arguing about how your 100% correct. You say the -2748.98 was an error and incorrect that i infact only owed 1552$...yet refuse to acknowledge that of the 3100$ that went in you took 2748.98 even though it wasnt owed. ?????
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 30/04/2023

  Hello *****, thanks for the reply. 

  We sympathize with you on the negative balance on your KOHO account. We know this can be overwhelming, and we want to help.

  It looks like there was an oversight in the system which caused you to spend beyond the balance of your account. We apologize for this difficulty and any inconveniences this has caused. Our team is actively working to rectify the issue and prevent it from happening again in the future.

  We can confirm that we have transferred your ticket to the appropriate team, and they will reach out to you as soon as possible. 
  
  Thanks,

  KOHO

  Customer Answer

  Date: 02/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You keep saying this but no one is following up. I hear its been transferred and i'll hear back in a day or so and then radio silence. 
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 03/05/2023

  Hello *****, thanks for the reply. 
  

  We have taken a look at your account, and we see that our team is currently looking into this for you and they will reach out to you shortly in the email thread for further support.

  We do appreciate your patience in the meantime.

  KOHO

  Customer Answer

  Date: 05/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Until the matter is resolved i will not accept your response. 
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 09/05/2023

  Hello *****, thanks for the reply. 
  
  We deeply apologize for the length of this process and appreciate your patience with us throughout. We understand the severity of the situation.

  We see that you have been in communication with a manager, we kindly ask you to continue responding there, as they are working on a resolution for this matter.

  We do appreciate your patience in the meantime.
  KOHO

  Customer Answer

  Date: 10/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I will not be accepting this until my money owed is returned. 
  
  Sincerely,
  
  
  
  ***** ****