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:31/07/2025

  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 woke up June 27th with my account at -11.96$. Which was already a bit odd because I have cover so if I don't have the funds for a bill it's usually taken from there and my spendable is at 0$. I check my transactions and see my Secured Credit Repayment was 1000$, which is strange since my limit is 500$ so the repayment is usually 500$. I brush it off to a computer bugg, take 500$ from my secured credit and everything's fine. Account's at 488$, cover is fully available with 250$ so I have 738$ total in my spendable, Secured Credit Building and Credit Building are at 0%. I spend my day at work, buy a few things, 65.40$ to be exact. It's in the evening around 6:30pm that I noticed my balance was at 172.92$, even though I had checked my account around 4pm that same day and was still in the 400$ mark. * ** ****** *********** ** ** ************ ***** ****** **** ***** **** *** ******** *** *** *** * ****** **** ***** ******* ***** **** *********** ******* ** ****

  Business Response

  Date: 31/07/2025

  Hello *******, 

  Thank you for your patience during our account review.
  
  We sincerely apologize for the frustration and confusion this situation has caused. We understand how stressful it feels when funds don't appear where expected, and We regret that your experience hasn't met KOHO's usual standards.
  
  After thoroughly reviewing your account, we can confirm that all funds are accounted for and your balance accurately reflects your transaction history. The $500 payment issue from June 27th was resolved, enabling your July withdrawals. Multiple $500 transactions were processed as expected, and since your secured credit building funds were fully withdrawn, that program has been cancelled.
  
  Regarding Pay Later access, your account is not currently eligible for this feature. However, we can definitively confirm there are no missing funds in your account.
  
  As a goodwill gesture, we'd like to offer you 3 months of our Extra Plan completely free. This includes higher cash back rates, no foreign exchange fees, and other premium features at no cost.
  
  If you're willing to give us another opportunity, we can set this up immediately.
  
  We have sent you an email regarding this matter - kindly review when convenient.
  
  Best regards,

  KOHO

  Customer Answer

  Date: 31/07/2025

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

  That is simply not the issue. The problem is money disappearing from my account ***** ** ******* ****** ** *** ******** *****
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 31/07/2025

  Dear *******,
  
  Thank you for your correspondence.
  
  We have confirmed that you are currently engaged in an active chat session with one of our supervisors, who is conducting a comprehensive review of your account and providing direct assistance with your inquiry.
  
  To ensure the most effective and timely resolution, we require that you continue working exclusively with the assigned supervisor who is already familiar with the details of your case. This approach prevents duplication of efforts and ensures consistent, accurate information.
  
  We expect your continued cooperation in this process and appreciate your understanding of our established protocols.
  
  We have sent you an email regarding this matter - kindly review when convenient.
  
  Regards,

  KOHO

• Initial Complaint

  Date:25/07/2025

  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 have been blocked from accessing my KOHO App account several times this year. I have had one unauthorized payment processed that caused me to not have any access to money. I have had to reset my password three times in the past 48 hours.
  It is not supposed to to an external website to log into the APP. **** ******* *** **** *********** **** ********** ********* * ** ******** ** ***** **** ******* *** ** **********

  Business Response

  Date: 25/07/2025

  Hello *****,

  We are really sorry to hear about the trouble you've experienced. We understand how frustrating it can be to have issues logging into your account, especially when you're trying to access your funds. Your concerns are absolutely valid, and we appreciate you sharing them.
  
  Looking into your account, I can see that you were able to successfully log in earlier today (July 25), which is great news. That said, we know the inconvenience of being locked out — or having to reset your password multiple times — can be incredibly stressful, and we're here to help make things smoother moving forward.
  
  I also wanted to clarify a few things about your account to help provide some context. You currently have both the Credit Building and the Secured Credit Building features active — these are two separate services. Regarding your Credit Building account, I can see that you have a credit line of $225. This full amount was withdrawn on July 3, and a minimum payment of $67.50 was collected on July 19. This is expected behavior for the feature, and we hope that clears things up a bit.
  
  Please know that your account security is our top priority. We are committed to protecting your information and keeping your KOHO experience safe.
  
  We’d be sorry to see you go, but if there’s anything else we can do to support you or clarify further, we’re here to help.

  Regards,
  KOHO

• Initial Complaint

  Date:24/07/2025

  Type:Product 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 had an etransfer deposited into a koho account witch they let me open without id and verified my identity by banking information I tried to get it out they said no they needed id so 12 months ago this happened.I then sent them my id after fighting with them for a year .they verified it said they were closing my account and would etransfer me my funds but the email I opened the account with doesn't take etransfers witch I told them and I then gave them the banking email so they could erransfer still nothing Go on there sight they cut off our conversations they give me about 10 different people in emails nothing accomplished they don't no anything ask me for all the same stuff **** ** ***********

  Business Response

  Date: 24/07/2025

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

  Thank you for reaching out and sharing your experience. We understand how frustrating this situation must have been and appreciate your patience.

  After thoroughly reviewing your account, we can confirm that the account is currently active and that the funds were successfully transferred out. From our end, there is no indication of any remaining balance.

  
  To help you further, we encourage you to refer to the ongoing conversation in your in-app messages or email thread with our support team. If you are still encountering issues or have additional questions, please respond directly in that conversation so we can continue assisting you efficiently and securely.

  
  We’re committed to resolving this matter and appreciate your cooperation.
  KOHO

• Initial Complaint

  Date:21/07/2025

  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 closed my account over two months ago and there was over $1,000 still in my Vault when they did it. I’ve contacted their support multiple times since then asking for any kind of update or explanation, and I keep getting the same generic responses — either they’re “reviewing” it or someone will “get back to me,” which never happens.
  
  I haven’t violated any terms that I’m aware of. I used the card for everyday stuff — groceries, bills, and saved money in the Vault. Suddenly, I get locked out and they freeze everything with no clear reason and no access to my own funds. ** **** ****** ** ***** **** ******* **** ******* ** ***** *******. I’ve asked for a timeline, an update, or anything specific and they won’t tell me anything. It’s been over 60 days now. ****** **** **** ******* ***** *** *** **** *** **** ***** ***** ** ***** * ****** ********* ***** ** ***** **** * *** *****

  Business Response

  Date: 21/07/2025

  Hello,

  Thank you for taking the time to review our response to this complaint made by the consumer. An investigation into this users account was conducted by members of our internal Fraud team and it was concluded that this users account was closed on 3/19/25 after it was confirmed there was fraudulent activity being done by the consumer thus leading to the decision to not release the funds left on the account. 

   

  Thank you.

  KOHO

  Customer Answer

  Date: 23/07/2025

  
  
  Complaint: ********
  
  
  
  Hello,
  
  
  Thank you for your response.
  
  
  However, I do not accept the conclusion provided without supporting documentation. I respectfully request that you furnish concrete evidence or detailed findings from your internal investigation that substantiate the claim of fraudulent activity attributed to my account.
  
  
  Please provide:
  
  
  A specific explanation of the alleged fraudulent activity
  Dates and details of the incidents
  Any documentation or data that led to the determination
  
  
  
  
  Until such evidence is provided, I consider the closure of the account and the withholding of funds to be unjustified.
  
  
  I look forward to your prompt and transparent response.
  
  
  
  
  
  ****** ******

  Business Response

  Date: 24/07/2025

  Hello,

  Thank you for taking the time to review this response to this complaint. This user was thoroughly investigated by our internal Risk team to have committed fraudulent activities such as account takeover and engaging in processing fraudulent e-Transfers from the account of the same victim. We are unable to provide the user with further details pertaining to the account closure for security purposes and stated in our KOHO Cardholder Agreement. 

  The decision to keep this account due to fraudulent activity in addition to making violent threats to KOHO employees has been made and final and KOHO will not be re-opening in the future. 

   

  Thank you

  KOHO

• Initial Complaint

  Date:10/07/2025

  Type:Product 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.

  December 6th 2024,
  I was staying at a hotel ,**********, outside od Edmonton, Alberta.
  I was planning on paying for a weeks stay. Plans changed, so I was given a refund back on my Koho credit card.
  Well for some reason
  KOHO decided to hold my refund because it didn't match any other transactions. At first, they didn't know why they were holding it.They just said they were holding it for chargeback, processing.. * **** ***** ***** *** ********** *** ******* *** **** *** ****.Since the moment this started..
  Okay, so then we're talking to end of January. I'm still communicating with them asking them for that refund..Koho then tells me that the refund came from ***********, well, if they did their homeworker, even looked at the transaction page, ****** ***** is under ****** ******, umbrella of hotels. It's specifies that right in the transaction..
  
  So they told me, I need the original receipts, .
  ****** ***** would not email them to me,
  I drove a total of 6hours to the hotel, i'm back to retrieve the printed out original receipts that state the exact amount refunded.
  I sent those off via email
  At this time, I have spoken and been passed on to over25 different people and every person I had to start over and give the same information. ** *** **** ******* ***** ** **** ** *******.
  
  Then out of nowhere success, your chargeback hold has been released.The money has been put back in your account,** **** ***** ** ********** ** ***** * **** *******
  
  Awesome 7:24am
  Then 7:25am chargeback returned to merchant.Go to the merchant and collect itI first called ****** *****.They hung up on me,I went there and they've called security on me. *** **** ** **** *** ** ***** **** *** ** ** ** ****** ********* *** ******* *** ** ***** ******* ****** ** **** ** *********** ** *** ***** * *** ****** ** **** ********* ******* **** ***** **** **** **** ** ****** ** **** ***** ** ***** **** **** ***** ***** ** ******** ***** * *** ****** **** ******* ***** *** ******* **** ** ******* **********

  Business Response

  Date: 11/07/2025

  Hello *****,
  
  Thank you for taking the time to share all the details of your experience with us — we truly understand how frustrating and exhausting this situation has been for you.
  
  We’ve reviewed your case thoroughly, and we can confirm that the amount in question was returned to the merchant’s account and is no longer being held by KOHO. Unfortunately, because the funds have already been sent back to the merchant, we’re unable to process or issue the refund from our side at this point.
  
  We strongly recommend that you reach out to the merchant directly to resolve the matter and claim the refund from them. For your reference, the return can also be tracked through ********** using the reference number: *****************
  
  We know this has been a long and frustrating process, and we truly regret that this experience has been so challenging for you. If you need us to provide any further clarification to assist you when speaking with the merchant, please don’t hesitate to ask — we’ll be happy to help in any way we can from here.
  
  Thank you for your patience and understanding.
  
  Regards, 
  KOHO

• Initial Complaint

  Date:10/07/2025

  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.

  Dear Better Business Bureau,
  
  I am filing a formal complaint against KOHO Financial regarding the abrupt and unexplained closure of my account which has left me without access to my primary banking account, direct deposits, and personal funds.
  
  I have been a loyal KOHO customer for years, using this account for my everyday banking, work-related direct deposits, and bill payments. Recently, I filed a dispute for a charge related to an aligner company after waiting over three months for my product to be shipped. I was informed that disputes can take up to 90 days, and I cooperated fully by providing all required documentation.
  
  Shortly afterward, unauthorized **** charges totaling $616 were made to my account over a 24-hour period. I immediately reported the fraudulent activity, submitted a police report, and provided KOHO with all supporting evidence.
  
  Despite following all proper procedures and receiving notice of a temporary credit, KOHO closed my account without any explanation or prior communication before the credit could even be applied. As a result, I have lost access to all of my funds, including legitimate deposits and refunds. I have also been unable to reach anyone with the authority to resolve or explain the situation.
  
  I am requesting the following resolution:
  • Immediate reinstatement of my KOHO account, or at the very least,
  • Release of all funds currently being held in the closed account from the disputed company
  • Direct communication with a KOHO representative to resolve this issue promptly.
  
  **** ********* *** ****** ******* ********* *********** ********** *********** **** *** ** **** ******** *** **** ******* *******. I have never violated any terms, and I believe this closure and lack of transparency are completely unjustified.
  
  I would like KOHO to review my case urgently and reopen my account without further delay.

  Business Response

  Date: 10/07/2025

  Hello ******,
  
  Thank you for reaching out and sharing your concerns with us.
  
  After a thorough review, our team has made the decision to keep your KOHO account closed. Please note that, for security and privacy reasons, we are unable to share specific details regarding the reason for this decision. We recognize that this may be disappointing, and we appreciate your understanding on this matter.
  
  At this time, your account does not hold any available funds. Our Disputes team is still in the process of reviewing your case with the merchant, and once they have an outcome, you will be contacted directly. Should the dispute be resolved in your favour and funds are credited back, our team will reach out to you with further instructions on how to receive them.
  
  If you have any additional questions or would like to escalate your concerns, you are welcome to contact us at *******************. We also encourage you to review our Cardholder Agreement, which outlines our terms and policies, should you wish to better understand the process and decisions made.
  
  Regards,
  KOHO 

• Initial Complaint

  Date:09/07/2025

  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 recently immigrated to Canada from the UK and decided to open an account with Koho. After having the account open for a few hours my partner transferred $800 on June 29th 2025.
  
  After the transfer Koho decided to suspend my account citing they needed proof I was living in Canada. I proceeded to supply them with what they asked for, a valid work permit, SIN number and my passport. Despite my efforts they always declined my legitimate documents. I tried multiple times using their support email and chat services, but because they use chatbots instead of real humans it's very difficult to make any progress.
  
  I then decided it was time to give up and get the money transferred back to my partners email. This was also impossible due to their ******* support. They have no way to be contacted via phone either so I am out of options
  
  **** **** ****** ** ******* ************ ***** *** ***** *** **** ********* ******** * ****** ** **** ** ********** *** ********* ** **** ** * **** ***** ** ******* ******* **** ***** *********** ******** ******* ** ******** ** ** ****.
  
  I would like the full balance of $800 refunded to the email of my partner (where it was transferred from) * ******************* ******** ***** *******

  Business Response

  Date: 10/07/2025

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

  I can confirm that you are currently in contact with our support team that is further assisting you with this. 

  We have received your submitted documents and the agent will reach out to you with an update once the documents are reviewed.

  Please feel free to forward any questions directly to our support team so that they can continue assisting you. 

  Thank you,

  KOHO

• Initial Complaint

  Date:09/07/2025

  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 July 6,2025 my account with Koho was wrongfully closed without so much as contacting me to request further information on the supposed ********** transaction that was reported! A very good friend of mine had sadly had his account drained at the end of May 2025 so after receiving their pay at the end of June he thought they were trying to drain this pay as well so he called me to ask that I transfer out the remaining funds from his account to my own so they couldn't take it again, so I did as requested! I also informed the sender to contact ** to report the unauthorized transfers at the end of May so that he could hopefully get his money back. He called ** informing them of the transfers at the end of May were ********** and unauthorized and the others were not! ** bank unfort. did not make note of this and send a refund request to KOHO stating that the transfer was ********** so KOHO closed my account! I have submitted proof to KOHO that the transfer was indeed authorized, that I even sent back $1500+ to the sender after the supposed ********** transfer, the sender also contacted ** to clarify that the transfers to KOHO were authorized and to cancel the refund request which ** did and yet my account still remains closed!! I have spoken to at least 20 agents who informed me the issue has been transferred to the internal team yet the agent spoken to tonight informed me it had never been reported prior....this is the only bank I use and I have all my payments being deposited into this account, why was I guaranteed that once ** cancelled the refund request that my account would automatically be reopened when it has yet to be done?? I have answered all questions, ********* *** *** ***** ** **** *** ******** *** *** *********** * **** ** ******* ** ** **** ** * **** * ******* ****** **** **** * **** **** ** *** *** ** ****** ** *** ** ** ****** ** ******* *********

  Business Response

  Date: 10/07/2025

  Hello ********,

  Thank you for taking the time to provide all the details regarding your situation. We understand how important access to your account is, especially given the circumstances you shared.
  
  After carefully reviewing your case and the documentation you submitted, we can confirm that the account remains closed at this time because the alerts from the sender’s bank regarding the clawback of the funds have not yet been fully retracted on their end. 
  
  To move forward, we kindly ask that the sender of the transaction contacts their bank once again and ensures that all requests to reverse the transfer to your KOHO account are fully cancelled and retracted. Once the alerts are officially withdrawn, please inform us, and we can reassess. Alternatively, if the alerts are not retracted, you’re welcome to follow up with us again after 45 days, at which point we can review the situation once more.
  
  We truly understand the urgency of your situation and encourage you to stay in close contact with the sender to resolve the issue with their bank as soon as possible. 
  
  Thank you for your patience and understanding as we work within the requirements of the financial institutions involved.
  
  Regards,
  KOHO

  Customer Answer

  Date: 15/07/2025

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

  ** *** *** *** *** ***** ** *** ****** ******** the sender has contacted ** on numerous different occasions to have them cancel the refund request from Koho so that my account will be reopened, yet Koho has yet to reopen my account as of today *** **** *** ******* **** ** ********** ** * **** *** ** **** ** ******* ** ********** ******** ** **** ** **** ** **** * **** **** ***** ***** *** *** ** **** *** ****** *** **** ** ******* ** **** **** ***** ********* ***** ** **** *** ** ***** *** **** ********** If I had access to my account I could show you that I recieved 2800$ from **** ***** and then not a day or two after I sent him back $1579 or something like that!! ** ** *** ********** *** ** *** **** ***** ****** **** ***** *******
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 17/07/2025

  Hello ********, 

  Thank you for reaching out, and for your patience as we worked on this issue. We have some good news for you, our internal team have reviewed this, and decided to conditionally reopen your KOHO account. 

  We would be sending you an email to provide you with more information about the situation. Thank you once again for your patience, and if you need any more assistance with your KOHO account, please don't hesitate to reach out to us. 

  All the best, 

  KOHO

   

  Customer Answer

  Date: 17/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I THANK YOU EVER SO MUCH FOR REOPENING MY ACCOUNT!! Unfortunately, now I am being told that my CRA BENEFIT PAYMENT is on hold ***** ** *** ** ******* ** **** So I am requesting that these funds be released IMMEDIATELY**** ** ** ***** ********** ** *** *** ** ****** **** ******* ** ****** ** ******* ******* *** *** **** *** ** **** ********
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 21/07/2025

  Hello,

  Thank you for following up. Upon checking your account I am not showing any payments on hold. Please feel free to reach out to our support team to provide the payment details and information so we can review.

   

  Thank you,

  KOHO

• Initial Complaint

  Date:30/06/2025

  Type:Product 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.

  Complaint: Irreversible KOHO *** Transfer
  Date: Dec 29, 2024
  Amount: $500 CAD
  
  On Dec 29, 2024, I sent $500 via e-transfer to ***** ******. Despite 10 other successful e-transfers that day, KOHO's system defaulted this specific transaction to an irreversible KOHO-to-KOHO (***) transfer. The *** option appeared where I normally clicked for standard e-transfers, leading to my inadvertent selection. I'd never used *** before or since.
  
  ********* ********* ****** ****** * **** ******** **** ******* *** ****** ****** *** ** *** ****** KOHO confirmed *****'s active account and fund receipt, yet my $500 is unrecovered.
  
  Resolution Attempts:
  
  Dec 29, 2024: First KOHO contact. Informed *** irreversible. Advised recipient contact KOHO.
  Jan 2025: Pressed for resolution. Given irrelevant fraud dispute form; requested supervisor.
  May 29, 2025: Escalated. Police, consulted per KOHO, advised bank re-examination due to recurring transfer pattern.
  Jun 26, 2025: Expressed deep dissatisfaction over KOHO's handling: lack of *** consent, system's inability to recall funds, undue burden on me. Frustrated by agents disappearing/no follow-up.
  Core Arguments:
  
  System Error: *** default was unintended. Despite prior successful e-transfers, *** appeared unexpectedly, leading to an irreversible transfer. ******** ********** ****** ********* ********** ******** ****** ******* ** ************* ******** ********** ***** *** ******** ************** ** **.
  KOHO's Accountability: As a financial institution, KOHO is responsible for unrecoverable funds due to their system's design and inadequate resolution.
  I seek $500 reimbursement from KOHO. * **** ******** **** ********* ** *** ********* ******** ****** ** ***************** **** ***** *** *********** *** ** ****** ******* *******

  Business Response

  Date: 30/06/2025

  Hello ***,
  
  We sincerely appreciate you bringing this matter to our attention. We completely understand your frustration regarding the $500 *** transfer that occurred on December 29, 2024.
  
  After carefully reviewing your account and transaction history, we can confirm the following details:
  
  Transaction Details:
  1. The *** transfer was processed correctly according to our system protocols.
  2. The recipient, ***** ******, has an active KOHO account and successfully received the funds.
  3. *** transfers are clearly marked as instant and irreversible in our user interface.
  4. The recipient has since moved the funds from their account.
  
  While we empathize with your situation, please note that *** transfers are designed as instant, irreversible transactions between KOHO users. This feature is clearly disclosed in our terms of service and user interface. When initiating any transfer, users must confirm the transaction details, including the transfer method selected.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  The Customer Service Team at KOHO Financial

  Customer Answer

  Date: 30/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You (KOHO) states that "*** transfers are clearly marked as instant and irreversible in our user interface" and that "users must confirm the transaction details, including the transfer method selected." However, this completely sidesteps my primary concern: why was a *** relationship with ***** ****** set up to begin with, after I had intended only to setup the user for E-Transfers, the system without my consent created a *** option for convenience I assume unless I overlooked the steps to add a ***?

  On the day in question, I successfully completed ten other standard e-transfers. I typically clicked for a standard e-transfer, leading to my inadvertent selection completely oblivious until I encourtered a problem with the receipient claims. I had never initiated a *** transfer before this incident, nor have I since. ** ********** **** ***** ********* ************* **** ** ***** ******** ********** *** *** ********** ************ ******** ** ** ******** ******* *** ******** *** * *********** ****** ** ******* *** *** ******** ******** ** *********** ***** ************ ********** **** ******** ******** *** ******** ** ********* ******** ******* ** ********* *** ***** ************* *** ******* ******** ****** ****** ******* ** ************* ********** ** * *** ******** *** ******* ** ***** ** * **** ******* ******* ** ****** ****** ** ***** ******* *** **** ******** *** ****** ******** ************* **** ***** ******** ******* ********* **** *** **** **. Yes, I saw *** on the screen, I never even realized what a *** meant and always avoided it. 

  My argument is not about the irreversibility of a *** transfer once confirmed, but about the system-induced error that led to it becoming a *** transfer in the first place. This automation, which occurred without my informed consent for this specific *** payee, is the direct cause of my unrecoverable $500. ** ** **************** *** * ********* *********** *** ********* **** * ******** ******* ******** ******* ** *** *** ********* ** **** *******
  
  

  
  Even within a few minutes of the transaction I reached out and since that point the burden of recovery has been placed on me, It should not fall on me for a situation created by your system's design and its deviation from standard e-transfer practices/setup. Consistently Koho is implying that the responsibility lies with me for selecting that transfer method, but how did that method get added to begin with I only ever intended to add this user as a e transfer for this particular reason, did I miss something during the e transfer process setup and add a *** as well at the same time or is this practice that Koho setups?
  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 02/07/2025

  Hi ***,
  Thank you for your follow-up. We understand that our previous response may not have provided the resolution you were hoping for, and we genuinely empathize with your frustration.
  That said, after a second thorough review of your account and the $500 *** transfer made on December 29, 2024, we must reiterate that the transaction was processed correctly. The funds were successfully delivered to ***** ******’s active KOHO account, and he has since moved them. As previously mentioned, *** transfers are designed to be instant and irreversible, which is clearly stated both in our Terms of Service and throughout the transaction process in the app.
  While we understand your concerns, KOHO does not have the ability to reverse or retrieve *** transfers once they are completed. We strongly encourage all users to double-check recipient details before confirming a transaction.
  We regret that we’re unable to provide a different outcome and appreciate your understanding on this matter.

  Best,

  KOHO

  Customer Answer

  Date: 11/07/2025

  
  
  Complaint: ********
  
  
  
  I am again rejecting Koho's response, as they continue to avoid
  addressing the core of my complaint: the default behavior of
  their system during the recipient setup process, which led to an
  unintended and irreversible *** transfer.
  My intention was solely to set up
  ***** ****** as a standard e-transfer recipient. However, Koho's
  system, upon entering the recipient's email, automatically defaulted
  to offering a *** transfer option for this individual.
  As per Koho's own published help
  article, 'How do I send an e-Transfer from my KOHO account to another
  account?' it states: 'If you're sending money to an email address
  already associated with a KOHO account, the funds will default to
  their KOHO account unless you choose to "Send an e-Transfer
  instead" on the last confirmation page.'
  This confirms that the *** option was
  not "randomly created," but was the default system behavior
  when setting up this recipient, effectively overriding my intent for
  a standard e-transfer. This is a critical flaw in user consent for
  establishing transfer types. ****** ***** ********* ************* ***** * **** ****** *** ******* *** **** ** ***** ************ ************ ******** ********* ****** *** ****** Koho's system
  defaulted to an irreversible *** transfer simply because the
  recipient's email was linked to a Koho account, a detail I was not
  aware of for this specific individual.
  This automation, which occurred
  without my informed consent for this specific *** payee relationship,
  is the direct cause of my unrecoverable $500. It places an undue
  burden on the user to identify and actively override a non-obvious
  default, rather than providing a clear choice for transfer type
  during the initial recipient setup.
  I reiterate my request for a $500
  reimbursement from Koho due to this design flaw and the resulting
  unrecoverable funds. * **** ******** ** ******** **** ********* ** *** ********* ******** ****** ** *****************
  I appreciate your time reviewing this matter, but I've gone to extreme lengths as suggested by KOHO. **** ******** ******* *** ********** ** *** ***** **** ***** ********* *** ****** ** ****** *** ********** *** **** ************ ** ****** **** **** *********** * ******** **** ** *** ***** **** ** *** *********** ****
  
  ** **** ** **** *** ***** ********** *** *** ****** ****** **** *** *** * ******* ************ **** ***** **** *** ******* * **** ** *** ***** *** ******** ********* ******** **** **** ** **** ******* **** *** *** ** * **** ****** *** *********** *** ****** ** ******* ********* ***** ****** ***** * ***** **** **** **** ***** **** ** ****** ** ***** ********* *** ***** *** ****** ** **** ******* ****
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 11/07/2025

  Hi, I am sorry that you are rejecting the previous message from KOHO. Please note that once a *** is accepted it cannot be reversed - This is the same for an e-transfer. Once accepted it cannot be reversed. 
  In app it is stated when it is sent as a *** or E-transfer. 
  Now if the funds were sent as a *** it means that someone has a KOHO account associated with this email address. It often happens that people are not aware of having an account with KOHO. The recipient can contact KOHO and we can assist them in gaining access to their account. 
  But I apologize KOHO will not be able to reverse or cancel the ***. 

   

  Thank you. 

   

  KOHO

  Customer Answer

  Date: 20/07/2025

  
  
  Complaint: ********
  
  
  
  Thank you for your final response. I understand KOHO's position that *** transfers are irreversible once accepted.
  However, your repeated messages continue to avoid addressing my central complaint: why was this *** automatically set up without my explicit consent, especially when I intended a standard e-transfer? This fundamental issue, and KOHO's inability to provide a resolution, is unacceptable.
  ***** **** ******** * **** *** ** ********** **** ****** ** *** *********** ********* ******** ********** ****** *** ******* 
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:27/06/2025

  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 am writing to formally raise a complaint regarding repeated $60 bi-annual charges I did not authorize, with no clear explanation or record of what they are for, and no resolution from your support team.
  
  On June 21, 2024, I was charged $60 and immediately emailed KOHO to inquire. I received no response.
  On December 21, 2024, I was charged another $60, and again emailed to ask for clarification and to close my account. Still no response.
  On June 21, 2025, I was charged another $60. I emailed again and was told to contact customer service.
  
  On July 24, 2025, I spent over two hours in a support chat with a rep named *****, who stopped responding. The last message I received was:
  
  “Hi ********, I sincerely apologize for the delay in providing you with updates. I want to assure you that I am working on getting you in touch with the next level of support. Please know that we are dedicated to finding a solution that works best for you. Thank you for your patience and understanding.”
  
  No follow-up came. I still don’t know what these charges are for. Your team couldn’t clarify either. The lack of transparency and accountability is very concerning *** ***** **********.
  
  I am demanding the following:
  
  1. Full refund of unauthorized charges – $180 total.
  
  2. Immediate closure of my KOHO account to stop further billing.
  
  3. Written confirmation of both the refund and account closure.
  
  If unresolved, I will escalate to the Financial Consumer Agency of Canada (FCAC) and initiate a chargeback and fraud claim with my bank.
  
  Please take this seriously. The lack of transparency, communication, and action so far has been unacceptable.

  Business Response

  Date: 27/06/2025

  Hello ********,
  
  Thank you for reaching out and sharing your concerns with us. We’ve taken the time to carefully review your account and would like to provide some clarity.
  
  We can confirm that you currently have an active semi-annual subscription for the Credit Building feature, which renews at a rate of $60 every six months. This subscription is still ongoing. However, if you no longer wish to continue using this service, you’re welcome to cancel it at any time directly through the KOHO app.
  
  Please note that this feature was subscribed to directly through your KOHO account. The subscription can only be initiated by logging in with your personal credentials. If you no longer wish to continue with the Credit Building feature, you can cancel it at any time in the app to avoid any future charges. As per your request to close your account, a supervisor will be reaching out to you shortly via email to assist with the next steps in the closure process.
  
  If you have any additional questions or concerns in the meantime, please don’t hesitate to let us know.
  
  Regards,
  KOHO