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:11/10/2022

  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.

  My bank account has recently been locked for security reasons I emailed them to find out why and they said " ?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, however, this is to ensure the protection of your account. Thank you!" that still does not make sense to me I recently before the account got locked had my second direct deposit from my employer so I don't think direct deposit should of been a valid reason to lock my account I messaged them back and said " Well I lost my Id and am currently awaiting for a new one in the mail as they send them in the mail now but I do have a photo of my identification card I can send you a picture then print it off and take a pic with it beside me I have photos of 2 different dated Id cards one from 2018 and one from 2022" then sent them the two photo ID's and a photo of my ID with me holding it beside my face you can clearly see if the photos that it is me on the ID's and me holding the photo of the ID beside my face , I have reminded them multiple times that I did not have my original copy of my ID cause i have lost it but sent them pictures on a up to date ID with my photo on it and me holding it , they then said my account was being closed , I have my paycheck and GST is that account it's all the money I have * ***** ***** **** *** ******* ** **** the account number is ************

  Business Response

  Date: 19/10/2022

  Hello,

  Thank you for your patience.

  It appears the decision to keep your KOHO account closed has been made internally by our team that has been investigating your case. You have been off-boarded by our team and your KOHO account to remain closed. The funds in the amount of $169.42 have been transferred back to you on 10/12/22.

  We were actively requesting various forms of identification for security purposes and the procedures we take at KOHO which takes time to look further into for accuracy and checking for modifications.

  Thank you,

  KOHO

• Initial Complaint

  Date:11/10/2022

  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.

  Been locked out of my account since wednesday. Its Sunday. ***** ** ***** ***** ************ ***** * ****** **** **** ** *** ***** **** **** Havent got my payroll because of it. Somthing needs to be done. That's no urgency to get my account back. **** ************** 

  Business Response

  Date: 19/10/2022

  Hello,

  Thank you for your patience.

  It appears that you were experiencing issues accessing your KOHO account due to our Payments team raising some flags ********* ******** ********** ***** ***** **** ** ********  It has been instructed to keep this account closed during the investigation and in regards to the $100, we have reported this for recovery to the issuing financial institution and had additionally advised you on 10/10/22 to reach directly out to your bank to further discuss how you can get these funds back accordingly.

  Thank you,

  KOHO

• Initial Complaint

  Date:11/10/2022

  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.

  On September 28, 2022, I repaid my cover me balance or covered with charges of $50 I didn't wantt to reuse the cover me feature so I paid an additional $5 after paying back. When I paid additional $5 I was told my next billing would be on October 28th 2022, On October 5th 2022 , Woke up to see that **** den withdraw an additional $50 from my account. I contacted coho provided coho with the information and the screenshots of my account that I've already paid the $50 I reinstated the cover me again on that same date it has now been a week I have not heard back from coho or any resolution they just keep telling me over sorry for the inconvenience this is causing you we're working kindly on it you have to prove there I need my money

  Business Response

  Date: 19/10/2022

  Hello,

  Thank you for your patience.

  We have reviewed your complaints and understand the frustration and inconvenience this issue with their $50 being collected earlier than the payment date has caused. We do agree that this collection of funds was done incorrectly and informed you that we have escalated this issue over to our Technical Team to look further into from their end in hopes of identifying a cause and fix for this accordingly.

  Unfortunately, we have not yet been able to generate a resolution and due to this, have issued the amount of $50 credited to your KOHO account back on 10/11/22, while we continue to look into this from our end. We apologize for the delay in resolution and we totally empathize with your complaints regarding the situation. 

  The $50 credit applied to your KOHO account was done in hopes to prove that KOHO has heard and empathize with you in this situation and to show this was done to help salvage your current situation with KOHO. 

  Thank you,

  KOHO

• Initial Complaint

  Date:06/10/2022

  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.

  Hello my name is Danielle S.
  
  I am at a loss of what to do as well as HOW to get a proper RESPONSE or any help from KOHO.
  
  My phone was stolen about a week and a half ago (approx September 21st 2022)
  
  since then i have been making sure my Reloadable Credit card and viirtual reloadable credit cards are secure by staying in consistent contact with KOHO support through email
  
  i have been reaching out to Koho for my phone number on my account to be changed and for the balance in my account and for my physical ********** to be unlocked.
  Last night i was emailed back about the last 2 (balance and unlocking the card) YET my number was not updated on my account to my fathers cellphone number so i could have him tell me the text verification code so i could log into my account.
  
  i received the GST/HST tax rebate from the Governent of Canada for $283 on October 5th 2022.
  
  On the email after midnight on october 5th i was told i had $40.95, which is about $243 SHORT of what SHOULD have been there.
  
  I have requested a total of now 5 times (3 before last night) to UPDATE my number.
  i had been brushed off for no reason . or it sure seems like they brushed me off after they gave me my balance i have not received a response since.
  As i was sleeping all of my money has been STOLEN!
  and i CANNOT log into my account to even try to figure out how and where it all went.
  
  I feel that if my number was changed as i requested before this event happened i could have prevented the complete LOSS of all my funds.
  
  It should NOT have happened as I took EVERY PREVENTATIVE MEASURE by emailing KOHO support and asking for my cards to be locked and to let KOHO know my phone with my card information was stolen.
  
  Now that leaves me wondering.. since my request to update phone number was IGNORED what other things might have been IGNORED by the support team at KOHO..
  
  I am at a total LOSS of what to even do now, I am caught up in a waiting game with KOHO

  Business Response

  Date: 01/11/2022

  Hello,

  Thank you for your patience.

  We received your inquiry regarding losing your phone and not being able to access your KOHO account and also requesting the number we have on file to your fathers. However, for security reasons, we are unable to proceed with that because every number on the KOHO account must belong to the user and no one else due to security purposes. We understand due to your circumstances this may cause difficulty attaining, but the agent had responded with instructions on how you could change the number on your account once you get a new number accordingly with the assistance of our User Success agents.

  We did not receive any notification regarding money being stolen out of your account, but we can definitely investigate this further from our end. Regarding the $300 deposit you were set to receive from the Government of Canada Rebate, there were no deposits seen from our end when you had reached out on 10/5/22.

  Thank you,

  KOHO

• Initial Complaint

  Date:06/10/2022

  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 e-transferred $23.24 from my bank to my KOHO account and I received a notification shortly after confirming that the transfer had been accepted and completed. The funds are NOT in my KOHO account and yet my bank account shows transfer as completed. I made a $0.01 transfer shortly after to check and see if that would go thtough and it did, using the exact same method and information for transfer. Where is my $23.24? Because it's not in my bank anymore and it's not in my KOHO account either.

  Business Response

  Date: 21/10/2022

  Hello,

  We have communicated with ***** to let them know the funds were successfully deposited into their Koho account. The amount of $23.24 was deposited Oc 6th and then used on Oct 8th to make a purchase at ***** ***** for that amount of $23.24, which resulted in the account returning to $0. On our end the deposit was successful and used to make a purchase.
  
  Please let us know should you need anything further.

  All the best,
  *****

• Initial Complaint

  Date:29/09/2022

  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 had an account with KOHO for over a year. I have always had access to a early payday feature. They took the funds back from m6 loan but didnt tell me they discontinued the feature, so I got left with no money for food because I couldnt reborrow. They have changed the feature to something callrd Cover, but for some reason it hasnt rolled out to my account yet. They are ignoring my messages, refuse to give me back qny of the money.. I suggested letting me make a payment plan I could afford since I can no longer access a loan. They have my direct deposit dates but stil refuse and have me left in a situation that is causing alot of trouble for me. I need them tk work with me somehow or give me access to the cover feature thay everyone 3ls3 has.

  Business Response

  Date: 26/10/2022

  Hello,

  Thank you for your patience.

  Regarding the sunsetting of the Early Payroll feature, users were communicated with about this via email & In-App on 8/15/22.  The goal of these communications was to inform the following audiences of Early Payroll being sunsetted; active EP users who aren't eligible for Cover; active EP users who are already using Cover; active EP users who haven't used Cover yet. Users who received this communication were informed the last day to utilize EP was 8/22/22. 

  In regards to sunsetting the Early Payroll feature, please refer to our cardholder agreement which says we have the right to terminate features at any time. 

  Thank you,

  KOHO

• Initial Complaint

  Date:27/09/2022

  Type:Product 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 signed up for an account and paid $10 for the Credit Builder subscription on Sept. 22 but cancelled it right away. The Credit Builder is for 6 months and you have to pay $10/mo for it.
  
  Not even 4 hours have passed since I created my account, so I contacted KOHO Support if I could get my $10 refunded since staying for only a month with the credit builder won’t make a difference to my credit score. Support denied and said they can’t refund. For someone who is financially struggling, $10 might sound little but it’s important to me. KOHO is not willing to help and give me my $10 back. I don’t understand why they couldn’t just refund me. It’s just $10, not like I already paid 6 months to the Credit Builder Subscription and asked for the refund. That $10 won’t benefit me at all yet they won’t refund me. Not sure if I would continue using KOHO after this bad experience. Basically KOHO getting free $10 from customers, you should be ashamed of yourselves.
  
  My bank told me KOHO should be the one refunding the money to me

  Customer Answer

  Date: 04/10/2022

  I would like to cancel my complaint against Koho Financial. They already resolved my issue

• Initial Complaint

  Date:26/09/2022

  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 introduced a credit building program for 7$/month or 42$ for 6 months where they’d automatically make the payment for you.
  
  The program never worked they even sent 10$ as a sorry to all credit builder program members.
  
  Well I just found out I don’t get my $42 back ** * *** ******* *** ** **** ***** because the program was never fixed and never reported to EITHER ******* OR **********.
  
  I paid 42$ of MY MONEY FOR NOTHING.
  
  They say they won’t refund it ******* **** ******** *********

  Business Response

  Date: 26/10/2022

  Hello,
  

  Thank you for your patience.
  

  KOHO was experience issues with the Credit Building Program back in May/June of 2022, and due to the inconvenience this may have caused our users, we credited users accordingly. Currently,Credit Building reports to *******. Previously we reported to **********, but KOHO has been removed from all ********** reporting.

  Due to this move, KOHO users will now just see one entry from KOHO in their ******* report to signify all of the historical reporting that took place before. If you are still experiencing issues with not seeing KOHO in your ******* Credit Report, we recommend reaching out to our User Success Team to further assist and troubleshoot.

  Unfortunately, we are not offering refunds for Credit Building users unless they were charged and not refunded automatically for a failed registration. 

  Thank you,

  KOHO

  Customer Answer

  Date: 01/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  it reports our ********** score making us think it reports to **********. It doesn’t. So when ur shows a credit score increase it’s got nothing to do with That credit building program.  
  

  it is false advertising. 
  it says it reports to A major credit bureau.  
  

  more false adversiting. 
  

  ******* doesn’t make the decisions anymore it’s a relic. 
  

  ********** decides if u get a credit card or not. 
  

  
  
  Sincerely,
  
  
  
  Siony K.

  Business Response

  Date: 01/11/2022

  Hello,

  Thank you for your patience.

  Currently, Credit Building reports to *******. Previously we reported to **********, but KOHO has been removed from all ********** reporting as of March 2022. Due to this move, users will just see one entry from KOHO in their ******* report to signify all of the historical reporting that took place before - this is normal and expected. We are not offering refunds for Credit Building users unless they were charged and not refunded automatically for a failed registration. The subscription will remain active until the end of the subscription period that they've paid for. Once the Credit Building subscription has been cancelled, it will remain "open" on their credit report for 12 months. The user can expect to see KOHO appear on their credit report by the second week of the month following their Credit Building registration (for both our current Credit Building, and our brand new Secured Credit Line).

  All of your history with Credit Building will appear as one line item on their ******* report (or ********* if you want to use that free service). This means that if you were on Credit Building for months (or years) with **********, that history was moved to ******* but will only appear as one new entry on their ******* report. This is expected! The past data will show at the bottom of that page.

  In regards to your account being cancelled, KOHO does have a Zero Tolerance Policy towards our agents and will not allow users to be verbally abusive throughout the interactions going on. 

  Thank you,

  KOHO

   

  Customer Answer

  Date: 02/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I got my answer on the SEVENTH SCREEN SHOT of conversation!

  even after screen capping my questions that were ignored. 
  THAT would NEVER be allowed on a phone call the agent would be fired for doing what ALLyours do. 
  

  now this language I used was bad, yes I’m not denying that *** * *** *** ** ** ********** *** * **** *** * ******** *** ** *** ******** and I’m going to add that there were SEVERAL TIMES when every agent i had spoken with did this exact same thing answering 1 & ignoring 5 of my questions. 
  

  still the language I was using was inexcusable ****** *** ****** **** ** ******** *** ****** *********** *** ****** *** ******** **** *** **** * ****** **** ** **** **** *** 
  

  Allow me to explain why I ran out of patience as I’d been polite in previous conversations where these untrained ******* *** **** agents mame a habit of picking 1 question to answer ignoring the rest and closing the conversation marking it resolved and after what I did to us you’re surprised I’m angry? 
  

  if you had a phone and did that to me I’d tell you ** ** * ******** and hang up on you and not only would the bank NOT close my active account which has a credit building program I’m now defaulting on because I can’t access my account to pay it so on top of the reasons I have mentioned and the details I’m going to go into, you’re now also hurting my credit but the agent who dealt with me like that would be FIRED!

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

  
  I had a right to be ****** *** and I am registering a formal complaint because your bank is the ONLY bank that doesn’t allow my child tax to go into my husbands account and the damage it did to his relationship with his own bank. 
  we switched the same day May 20 2022 we switched the CRA info to my bank instead of his. 
  you remember how long it took for my child tax to show in my bank? It came JUNE 17. 
  We were assured by YOU that after the first one came the rest would be fine. 
  june 20 was the next child tax. 
  guess when it came in?
  it didn’t. 
  we called the CRA they said you did something to mess it up which is evident because my husbands gst comes in a day EARLY and my moms pension comes in a day EARLY in their kohos but not mine. 
  the CRA assured us the damage you did was fixed by them & we asked you not to change anything after we spoke to them and that the CRA assured us that the child tax would come in to the bank on July 1st. 
  it didn’t. 
  ** **** *** ***** ** *** **** ******* ** *** so you can see where my resentment *** ****** for your bank begins ******* ** ***** **** **** *** **** **** *** ** *** ****** ** **** * ****** *****   
  instead my husband lost trust with his bank ** ******** 300$ cash back instantly as he was forced to kite a bad check because YOUR bank wouldn’t give us OUR child tax money. 
  and then there’s the agents who when I ask a few questions they glance st them pick 1 to answer and ignore the rest even when I was asking politely. 
  Your agents were able to get away oth this for one reason - because it’s a chat service only.  
  if your bank had telephone service your agents would NEVER be so rude to answer 1 question and ignore 5. 
  eslecially with all calls recorded.  I have to find my attachments of my questions and your agents lazy responses / ignoring most of my questions several times  
  Also because my account is suspended I’m unable to repay the KOHO credit builder loan and the cover and because of what u did giving us a scare with our landlord and ruining my husbands banks trust and forcing him to illegally kite a bad check  how about reactivate my account, disable the chat service on my account since your agents are useless anyway and I’ll pay u back when I can afford to but I’m not in a very big hurry because of the pain your bank has caused my family.
  
  
  child tax right on his birthday of may 20 and he doesn’t see it till June 17 smh  
  
  Sincerely,
  
  Siony Kaysser

  
  

  Business Response

  Date: 04/11/2022

  Hello,

  There is no excuse for verbally abusing ** ********* another human being, no matter the situation. We apologize that you are not in agreeance with our policies in place to protect the safety and well-being of our agents, as we take this very seriously. We will not be reopening your account at this time or in the near future.

  All the best,

  KOHO

  Customer Answer

  Date: 08/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Without an open account I won’t be able to repay my debt from the credit building loan or the cover and it’ll hurt my credit ranking but since you only report to ******* and nobody cares about ******* I guess I’ll just take the L

  To the public and anyone else who reads this KOHO can be a great bank when things are running as they’re supposed to but if there’s a problem of any kind they’ll take zero accountability, abusive language or not.  
  

  be prepared to have your questions ignored and general problem solving is a joke.  Maybe in the future when they get phone lines they won’t be able to cherry pick which questions to answer and which ones to ignore. As a young bank they should value what few customers they have so things don’t get so far as they did with me that they ended up having real life consequences. 
  

  People in my position are going to react bad, maybe not as bad or maybe they will. Perhaps worse. With better care this could have been prevented. 
  

  this will be my final response 
  
  
  Sincerely,
  
  
  
  Siony K.

• Initial Complaint

  Date:23/09/2022

  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.

  They logged me out in my ****** for whatever reason, so when I forgot my password logging back in, I had to contact support. As I no longer had access to that email, I provided them then a new email, the reasons that I could r access it, due to my previous phone being stolen along with all ID and card etc. it I could provide them with my recent purchase History, account balance, current digital card number, my most recent deposit, my phone.
  Number my date of birth my SIN. also my two previous phone numbers, as well as my two previous including current addresses. I know the PIN AND THE PASSCODE. Neither were any good. My photo ID is all they accept however that’s more than enough information. And given I don’t have any ID, or access to my gmail. When I registered my card for ***** *** it was fine, but the number I called to verify my card was given to me and it was out of service, the one online, the app, and anywhere on ******** or I search is online. I want my money but they aren’t willing to speak to me in the app. They’ve told me they need photo ID, and closed the chat. They said this is a new device, I’ve already spent money from my ***** *** on this device, how is it new? I didn’t need ID then, I ordered it a week before i could get the new phone! Anyways I want to dispute some charges on the account coming from *** **** as well as *****, since my account was used without my knowledge or permission when my previous and recently stolen phone was used to purchase these things. They told ne to contact the merchant, and I have. They’re telling me to contact the bank. The. Ann sends me back to the merchant.
  I want my money back from them. And I don’t care who, but it’s been a headache as they aren’t Honoring the zero liability program.

  Business Response

  Date: 29/10/2022

  Hello,

  We replied to Jesse and have resolved the issue as of Oct 27th 2022. ******** *** *** *********** ** *** ******* *********** ** ********* ** *** *** ********** ** * ******** **** **** ***** ** *** *****

  Please let us know if you need anything further.

  All the best,
  Jared

• Initial Complaint

  Date:22/09/2022

  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.

  ***** ************ ******************* *** **** ******* ****** * ***. 5 agents and they all have different answers. tech issues -unable to reply to the chat, agents will close the chat if you don't reply in 2 mins when they can take days to reply! They don't report the credit building accurately. always shows 0$ balance when it should be 30% of the credit limit. I'm paying for nothin. they forget to report every other month,wont fix it. they say only report to *******, its on ***** *****, being promoted by ****** ***** which shows ** only. **** ***. They say file a dispute with *******, thats a big mess too, there's no need they should fix the issue on their end. its on ********** that's well known , I can see it and don't know why they say its not. I pay for premium to have fast support, well they are not fast, they close chats you cant reopen, and you will waste hours trying to get help, and they wont refund that either. they changed from **** to **********-was supposed to be seamless,its not. got new card, got refund to an old card, they "declined" the refund, support says it was declined due to NSF as its a purchase! haha ok no its not, i have proof they accepted the $, so i escalate, manager gives codes-don't apply to this decline. codes 05/62 -the merchant has the $ back he said. I call merchant&****** both give me proof KOHO has the $, ask manager to file formal complaint reported to FCAC, they say they aren't required to do this and not like other banks, but guess what obsi and fcac have them listed & regulated. they are required! magically the refund they declined appears tonight like i said it would- wasnt declined! app bugs, tech issues-not fixed after months! wont refund credit build service-isnt working/fixed,=se**p direct deposit for special interest%, now GST is missing too! have a dispute going-waiting on a refund,today it came in finally after quite some time, then they right away took it from and did an "adjustment". The manager is not replying

  Business Response

  Date: 29/10/2022

  Hello,

  We have been in communication with this user and have explained the reason for the initial issues experienced in having the refund processed. That has since been resolved. There was a dispute filed that we let them know was declined as the evidence showed in favor of the merchant, this was also shared with the user. We then explained the reason for the negative balance and credited them the amount as goodwill gesture. Finally regarding their utilization rates, we have requested they go to the website link shared in the chat with Chad to raise a formal dispute that will then get back to us once they review all the information.

  We understand this is frustrating for Rebecca, however we have done everything possible on our end to reach a resolution. Have shared all the documentation and evidence they have asked for and corrected the misunderstanding previous agents had made. If there is anything further you need on our end, please don't hesitate to let us know.

  All the best,
  Jared

  Customer Answer

  Date: 31/10/2022

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

  Hi so i still havent gotten anywhere with koho and am going thru the process of a complaint with the company who owns them, peoples trust, they dont reply either so ive been waiting on that for 31 days, at 59 days i can go to obsi for a further investigation.

  
  
  
  Sincerely,
  
  
  
  Rebecca B.

  Business Response

  Date: 31/10/2022

  Hello,

  Thank you for your patience.

  You're dispute for the transaction made at ***** ******* was submitted for a chargeback and reviewed but was unsuccessful.  We had informed you that a chargeback does not guarantee a reimbursement, but rather it is a process followed to find any errors on the merchants end that would then be rectified accordingly. However, it was found that there were no errors on the merchants end and that they had operated within ****'s policies and guidelines. We also had provided you documentation used for the ruling of your case for you to review from your end.

  Thank you,

  KOHO