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:26/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally notify you of an unresolved issue regarding a bill payment transfer made from my *** account to my KOHO account in January 2025. I made a total of 16 bill payments of 25000$ each from *** to KOHO every day from January 3rd to January 18th 2025.
  Due to internal limits of 200000$ per month on your platform, the full amount of my 16 transfers of 25000$ each were not successfully deposited into my KOHO account. Only 200000$ were deposited. While a portion of the funds 7 payments of 25000$ (175000$) was returned to my *** account, a remaining amount of $25,000 CAD is still unaccounted for. I have contacted KOHO support on multiple occasions and have been told that an investigation is ongoing — yet no resolution or timeline has been provided. I am still trying to get the initial amount due but you are putting me in the position where damages will have to be claimed.

  Business Response

  Date: 26/05/2025

  Hello, 

  Thank you for reaching out about this and we apologize for the ongoing delay. We are aware of the issue with *** and have been informed the delay is on the backend. Our payments team has confirmed they are working on this as a priority. Our team is hopeful to have this issue resolved this week, and again we apologize for any inconvenience this has caused you.

  Thank you,

  KOHO

  Customer Answer

  Date: 28/05/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The team at Koho was keeping me in the shadows so wasn't sure what was happening on their side, but they were actually working on it. I just received my funds back. Just wished it could have happened sooner.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:26/05/2025

  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.

  These people intercepted an e transfer if $490.00 march 26
  I do not have a KOHO account my email address was compromised. Now I am out $490.00 and cannot get in touch with anyone phone number dies nothing there chat box dies nothing. I just want my money returned. ***** ****** *** *******

  Business Response

  Date: 26/05/2025

  Hello ******,

  Our internal team has asked us to let you know one or more e-Transfers sent to your account have been flagged to us by the financial institution they were sent from and/or by ******* Corporation.
  
  KOHO is required to hold the funds from these e-Transfers for a minimum of 45 days from the date when your account was closed in response to this flag.
  
  After 45 days have passed, we can make a request to our internal team to approve releasing those funds to you if they have not yet been returned to the financial institution they were sent from. Up until that time, KOHO is not permitted to release any of those funds.
  
  Thank you,
  Team KOHO

  Customer Answer

  Date: 30/05/2025

  I am rejecting this response because:
    KOHO is stating they need to hold the funds for 45 days it is now May 30 2025 way past the 30 days!  E transfer the 490.00 back to *********************************

  All lower case .  KOHO WILL request there internal team to release these funds immediately!!! Or further action wil be taken 

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

  Business Response

  Date: 30/05/2025

  Hello ******,
  
  After reviewing the details of your case, we would like to inform you that the next step involves contacting the sender of the transaction. We recommend reaching out to them directly and requesting that they contact their financial institution to retract the clawback request they initiated.
  
  Since the clawback was requested on their end, any reversal or cancellation must be actioned by the sender through their bank. Once this is done, we will be able to move forward accordingly.
  
  Thank you for your understanding.
  
  Regards,
  KOHO

  Customer Answer

  Date: 09/06/2025

  I am rejecting this response because:
  
  There is no way to directly call KOHO unless you are a member !

  Secondly KOHO has $490.00 sitting dormant I was advised after 45 days they would mail a refund !!! It is long past 45 days!! It is now June 9

   3rd KOHO has done absolutely 0 to resolve and return my money ** **** said it was not an issue on there end it is KOHO !!!

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

  Business Response

  Date: 18/06/2025

  Hello ******, 

  Thank you for reaching out. Our dedicated internal team have reviewed this case, and determined that no funds will be sent back to you in this case. 

  It will be returned back to the sender. We recommend that you reach out to the sender to withdraw the report in this instance, and we can not confirm when it will be returned to the sender or provide you with details of the sender for privacy reasons. 

  We are sorry that this is not the solution that you hoped for, and apologize for any inconvenience caused to you. 

  Thank you, 

  KOHO

• Initial Complaint

  Date:26/05/2025

  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 opened a Koho account about a week ago. They kept asking me for a deposit so I sent one of $10 then about two days after that I got a notification that they’re closing my account due to suspicious activity reasons, but I haven’t even used my account. They said
  
  “ Hi there,
  ??  
  Our team continuously reviews account activity and conducts risk assessments to protect our platform and users. Based on our recent review, we have made the decision to close your account. For security reasons, we're unable to go into detail regarding this decision and we apologise for any inconvenience. As per our https:/*************************************** KOHO reserves the right to terminate services at our discretion. If your account has a remaining balance, we will transfer the funds (minus any outstanding obligations) via e-Transfer to your registered email address. If the email associated with your KOHO account is set up for auto-deposit, you should receive these funds within 3 business days. If you do not have auto-deposit enabled for that email address, and are asked for an e-Transfer password, this will be: [sic] If you have any questions, please refer to our https:**************************************** Thank you for your understanding.”
  
  I can’t even log in to ask for them to delete my info. **** ** * **** *** ******* ***** *** **** *** **** **** ** * ****** ********** ****** ** ********** **** ** ******

  Business Response

  Date: 26/05/2025

  Hello ******,

  Thank you for reaching out, we understand how frustrating this may be but our team has ultimately made the decision to keep the account closed.
  ?
  ?For security reasons, we're unable to go into detail regarding the decision and we do apologize for the inconvenience.
  ?
  ?If you have any questions, please refer to our Cardholder Agreement.
  ?
  ?Thank you,
  
  ?KOHO
  
  
  

  Customer Answer

  Date: 26/05/2025

  I am rejecting this response because:

  It's literally a copy and paste response (the question marks give it away) and I'm not satisfied at all by Koho. They took my service fee and have yet to refund it. Further, I would like to know why they closed it for "security reasons" and say that they can't get in to reasons why. I was a Koho customer for only a week and I never made any transactions other than to deposit a small amount of money and then paid the service fee. I didn't use the account for any transactions. * **** **** *** *** ***** ********** *** ** *** ***** **** * *** ********* ******** ****** ******* **** * ****** ** *** **** they take service fees then close the account - I wonder how much money they have made by doing this. I can see if they saw some suspicious activity, but there has been none - again, other than paying the service fee. I have read the card holder service agreement and it only says that Koho can cancel an account at any time. Then they are supposed to refund the $. But it has yet to be refunded in full. And no one can tell me why it was cancelled. Do I not have the right to know why especially since Koho has my identification? Also I would like them to delete my personal information and ID verification documents as they arbitrarily cancelled my account, they should not be able to have my info. I asked an agent to delete it and he said they will "after a period of time." When asked how long, the agent did not respond despite me asking several times. It's very frustrating. 

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

  Business Response

  Date: 26/05/2025

  Hi ******,
  
  Our team has ultimately made the decision to keep the account closed due to not passing KOHO's risk tolerance.
  ?
  ?For security reasons, we're unable to go into detail regarding the decision and we do apologize for the inconvenience.
  
  Your account balance has been e-transferred to you on May 22, which you accepted on May 23rd with the reference number of ************* 
  ?
  ?If you have any questions, please refer to our Cardholder Agreement.
  ?
  ?Thank you,
  
  ?KOHO

  Customer Answer

  Date: 27/05/2025

  I am rejecting this response because:

  It's the exact same thing they sent before. "For security reasons..." 

  What about the information that you have of mine that I requested that you delete? I do not want Koho to have any of my information. I would like it deleted. How do I get MY information that you have deleted? And my service fee has not been refunded. The initial $8 was but what about the rest of it? I never used your services, so why should I pay for it? I'm glad you guys closed it because I would not want you managing any of my hard earned money. And security risk? I didn't pass your risk assessment? Perhaps you should let your customers know before you take our money. Unacceptable. And enough with your automated responses. I'm not happy at all with Koho and I am spreading the word. 

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

  Business Response

  Date: 28/05/2025

  Hello ******,

  We understand that the response might not be what we were hoping for but for security reason, we are not able to discuss the account closure.

  If you have any funds left in the account, please contact our support team and they will help you get those back.

  Thank you,

  KOHO

  Customer Answer

  Date: 28/05/2025

  I am rejecting this response because: You guys aren't really doing anything to satisfy this. I'm in no way "satisfied" and you keep saying the same thing. I guess you guys aren't really into customer satisfaction and are like most major banks, in it for the money as long as you can keep taking it. **** ******** ***
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 29/05/2025

  Hello ******,

  Our team has ultimately made the decision to keep the account closed.
  ?
  ?For security reasons, we're unable to go into detail regarding the decision and we do apologize for the inconvenience.
  ?
  ?If you have any questions, please refer to our Cardholder Agreement.
  ?
  ?Thank you,
  
  ?KOHO

• Initial Complaint

  Date:22/05/2025

  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.

  Hey there, so i really truly did enjoy Koho. To be honest I was constantly defending Koho amongst many negative ***** ********* **** ** ******* *** *** * **** ******* *********** **** ******** ****** *** ************* I was a victim of Fraud overseas, I use ******* ***** constantly in order to send money ** ** *** *** ******* *** *****, unfortunately I had 734.99 taken from my account for a ******* ***** Transaction. This individual is neither my friend nor my family member, and I am very frustrated
  I started the dispute in December, however this was forgotten by Koho
  Then I reached out again, and it was restarted again in April
  Everytime I aksed for a follow up I recieved a generic response,
  everytime I reached out I was met with a generic email
  
  I was informed by many after reaching out to a community page unless you are a Koho priority member, dont expect any form of actual support. * *** **** **** *** *********** **** **** unanimously frustrating with the dispute team that will lead you in circles
  
  What makes it even worse? you will be asked the same thing over and over, to frustrate you instead of checking the system for notes on previous conversations.
  
  I have no idea if this is a tactic to get you discouraged from following up on disputes or what but Im reaching the point of escalating this to ****** **** as this has been unprofessional, frustrating and exhausting. As well as switching banks due to it not being worth having unsupportive Customer service in times of need like such.
  
  All I want is the money that was fraudlently taken from my acocunt
  Not the exavct same message over and over reminding me of the 90 days, and we have to follow **********, yet ******* *** is better? Please explain that?
  
  The messages are all copy and pasted at this point. With this incident too, I didnt get a follow up for days.
  ******* ***** ******* **** *** *** ****** *** ****** *** *** ******* *** ******* *** * ** ******** ** ******** ********** ****** ****** *** *****

  Business Response

  Date: 22/05/2025

  Hello ********,

  Thank you for reaching out and for sharing your concerns in detail. We truly understand how upsetting and frustrating this experience has been for you.

  Please know that we have reviewed your message and escalated the matter internally. A supervisor is currently looking into your case to ensure a thorough review of the situation and the communication history.

  We are committed to providing you with a proper update within the timeframe outlined by **********’s dispute process. We sincerely regret the delays and generic responses you've encountered so far, and we appreciate your patience as we work to address this properly.

  Your concerns have been heard, and we are taking them seriously. We’ll be in touch with an update as soon as possible in the open conversation,

  Thank you,

  KOHO

• Initial Complaint

  Date:20/05/2025

  Type:Delivery 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.

  To start with I requested a new Card back in November 2024 and never received it in the mail. I have been trying to get a new one and it’s impossible to get a new one. The so called customer service platform crashes all the time. Also my virtual card keeps on declining all the time and there is plenty of money on the card.

  Business Response

  Date: 22/05/2025

  Hello *****, 

  Thank you for reaching out, and I am very sorry to hear about the difficulty you have had in reaching us to request a physical card. 

  I have  issued your new card today and you should receive it within 10 days, please note that there might be significant delays due to the impending ****** **** strike. In the meantime, you can access your Virtual Card anytime for online purchases, just click the same card image again 
  
  You can also add your Virtual Card to your digital wallet to continue making purchases in stores.
  ??
  ?Please note that if you're replacing a card to cancel a recurring subscription, you must contact the merchant directly to remove your card details, as it may still be charged due to **********'s ************ feature. If you need any further assistance with this, please feel free to send us a message in-app, or email **********@****.ca

  We also have a dedicated Help Center, and you'll find answers to all of the most common FAQs here (https:******************) ??

  Thank you, 

  KOHO

• Initial Complaint

  Date:12/05/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having problems with Koho for about 2 1/2 months now. They were unable to approve of my identification and have locked my account. I am unable to access the $130 in the account since March. I have contacted them about six times and yet they still have not come to any solution. The first time I contacted them was March 30. They later replied on March 31st and sent me a request for my ID I sent in my ID and they said that they would contact the internal team. They later said they could not approve of my identification so I sent it again. That was April 15th. They said it would take about five business days. I hadn't heard anything from them for the next couple of weeks. I later contacted them again May 3rd asking about my verification for the account stating that I had been well over five business days and that there was over $100 in the account. They asked again what my problem was and I said I had been contacting you guys for over a month regarding my account and that I shouldn't need to explain myself over again. But I explained myself and explained the situation they again said they would reach out to you the internal team and as soon as I get a reply, they will reach out to me. They then connected me to an another operator who asked me to explain my situation again. Now on May 5, they said I am really sorry that you are unable to verify your account. Could you please send me a screenshot of the error they are showing you while you're trying to verify yourself. I said **** ** ************ if you check my chats on the app and all the previous emails with you guys, you guys would see what my problem is. You guys have no way of being able to call unless I sign up for the everything plan. This account was literally just so I can get money while I was having problems with my bank account. They then apologized and said they understand what I am going through. And that they are going to send the documents from the first chat. Haven't heard since

  Business Response

  Date: 12/05/2025

  Hello ********,
  
  We are so sorry to hear that you have been unable to access your account. After carefully reviewing your account, we have determined that the reason for this is that you do not meet the minimum age requirement. Please know that our team is working diligently to resolve this issue and will be in touch with you to arrange for the transfer of your funds.
  
  Thank you for your understanding and cooperation as we work towards a resolution. We appreciate your patience and value your time.
  
  Best regards,
  
  KOHO
  

  Customer Answer

  Date: 12/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had tried multiple times with my ********** and I id. My ********* is 19. And of age. This account was made for him, but I wasn’t thinking and put my name. So for you to say that Im not of age. Your wrong. I put my Id because you needed proof of my name. **** ** ************. Please email me * ********************************* for us to move further in this and to release the funds to a chequing account. ********* **** ** ********** *********** *** * *** ***** ******** *******
  
  Sincerely,
  
  
  
  ******** ***********

  Business Response

  Date: 12/05/2025

  Hello ********,

  Thank you for your response, we have taken a look and we see that you have an active conversation with our agent who has been able to assist you with the matter.

  Please refer to the open conversation to continue to be assisted.

  Thank you,

  KOHO

  Customer Answer

  Date: 13/05/2025

  
  
  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:08/05/2025

  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 needed a pre paid card for some online purchases where debit want accepted. I got a koho card and loaded it with 8000. I made several purchases including a very large one successfully. Suddenly I was locked out of my card access, and any access to my money. E-mails were answered swiftly but the answer was to wait for the fraud department. It has been a week now. The last word I got after multiple emails was they would close my account and return my pre loaded cash. I am still waiting . When I email again they say my issue does to the end of the queue

  Business Response

  Date: 09/05/2025

  Hello ****,

  We are really sorry for the inconvenience this situation has caused — We understand how frustrating it can be.
  
  Please know that our top priority is keeping your account secure. Our team has already contacted you, and we are happy to let you know that your account has been reopened. You should now be able to access it as usual.
  
  If there’s anything else we can help with or if you have any questions, don’t hesitate to reach out!
  
  Regards,
  
  KOHO

• Initial Complaint

  Date:08/05/2025

  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.

  Several reimbursements were debited leaving me at financial loss without any ETA on a correction made to my account
  
  In January they also made a 20k adjustment to my account without explanation - claiming I had recieved 30,000 dollars
  
  Despite them issuing statements that clearly show the reimbursements being debited, they have yet to amend the transactions

  Business Response

  Date: 08/05/2025

  Hi there,

   

  Thank you for reaching out. Our team has informed you we are currently working on getting this resolved in a technical ticket that has been escalated internally.

  As soon as this is resolved and we have an update you will be notified directly.

   

  Thank you for your understanding here.

   

  KOHO

• Initial Complaint

  Date:07/05/2025

  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 a account with koho and there as been a deposit of 1479$ that i never asked for and dont even know the sender or have info of him and koho blocked my account til the flag is removed by the sender

  Business Response

  Date: 09/05/2025

  Hello ****,

  Thanks for reaching out. We understand your concern and want to assure you that our team is available to help.
  
  We’ve already contacted you via email regarding this matter. To move forward, please reply directly to that email with the requested information so we can continue assisting you as quickly as possible.
  
  Regards,

  KOHO

• Initial Complaint

  Date:06/05/2025

  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.

  In formal, this complaint concerns the security of my financial “prepaid ********** product/account with ******* ***** ******* and the perceived inadequacy of their responses to reported breaches. I have engaged in repeated attempts to address security vulnerabilities associated with my accounts and card,
  
  I have taken extensive personal initiative to enhance the security of my account information, including the implementation of alternate email addresses, phone numbers (2), and contact details specifically for this purpose.
  
  I am a paying member for card services that hinge to the policies there in and while I’m still unaware of the elements outlined in protection for my financial data and identity, my current situation has led me to question of effectiveness of these protections but most priority supporting anything local here and within Canada.
  
  The consequences of these security concerns, coupled with complications arising from third-party financial application interactions, have resulted in unexpected fees and restrictions on accessing necessary financial documentation. This situation has directly impeded my ability to accurately and timely file my income taxes, causing considerable inconvenience and potential financial implications.
  
  Still at a high request for an adequate and comprehensive review of the security protocols related to my account, alongside a detailed explanation of the measures taken to address the reported vulnerabilities (countless). I also seek clarification regarding the procedures for resolving the financial discrepancies and access limitations that have arisen as a result of these issues. I anticipate a professional and timely response outlining the steps they will take to rectify this situation and prevent future occurrences in holding this Canadian-born financial institution ********** accountable for the damages they promised to assure at signing.

  Business Response

  Date: 08/05/2025

  Hello **********,

  We have a zero-tolerance policy towards inappropriate language and behaviour directed at KOHO employees.

  We have taken the decision to close your account as per KOHO's Fair Use policy and Cardholder Agreement. 

  You currently owe  $240.73 in outstanding Cover balance. Any amount won in the dispute filed will go to repaying that first, and the balance will be manually e-transferred to you after a review. 

  Thank you, 

  KOHO