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:06/05/2025

  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 Bank with koho
  In Oct I requested a new bank card to be mailed as mine stopped working. It seems it was the chip. They said they send one 1 month before strike. It never came. I waited until.after the strike. I ordered a new one it never came. I requested a new card 4 time. 3 months passed. Verified my mailing address in chats each time ...no new card. So end of march when requesting a new card the man said no one seemed to correct the address, even though I verified the address it needed to be sent to several times over more then 3 mths. Finally I recieved a card. The card did not work. I have several conversations about this and no one fixed it . Even refused to send a new one as they continued to say it was fixed. April 11 i was told a bew card sent yo correct address , would come in 10days. It never came April 29 8 mths later. Still no card. I spoke to some who said she sent it and would provide a tracking number in 48hrs. Today she says she never said it. They just sent a new card. Asked me to wait another 10days

  Business Response

  Date: 08/05/2025

  Hello,

  Thank you for your patience, and I sincerely apologize for the inconvenience and frustration this situation has caused. I understand how difficult this experience has been, and I appreciate you taking the time to share the details with us.
  I want to reassure you that your new card has now been shipped using express shipping to ensure faster delivery. We’ve also confirmed that it is being sent to the correct address on file. I will follow up with the tracking number as soon as it becomes available so you can monitor its progress.

  Thank you again for your patience and for being a KOHO member.

  KOHO

  Customer Answer

  Date: 08/05/2025

  I am rejecting this response because:
  
  They have sent multiple cards and i have not recieved them. I have not had a working physical card in 8 mths. I was told I would recieve a tracking number and never did. A new mail strike is luming and I don't have a card. I want one sent with a tracking number. They also said they would credit me 5.00 and never did. **** ******** ** ***. This needs to be resolved. 
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 08/05/2025

  Hello ******, 

  We have just sent you an email now to assist you further with the issue with receiving the card being shipped to your account. For security and privacy reasons, we can not share your mailing address here. 

  Once you have responded to the email sent to you. We would continue to assist you further with resolving this issue. 

  Thank you, 

  KOHO

  Customer Answer

  Date: 09/05/2025

  I am rejecting this response because:

  This is the same response given each time. They refuse to provide any compensation for the time and inconvenience over 8 mths. After confirming my address each time. I recieved a tracking number yesterday that stated it was delivered. I called ****** **** to locate this card. Koho for 8 mths was sending it to the wrong address. Even though on my account and each message thread , I verified the correct address. Someone else has recieved several bank cards in my name.

  Koho does no acknowledge the error. 

  They refuse compensation. I am not satisfied in any way on how I have been treated and the substantial error they made.

  There needs to be some compensation for the incredible error that they continued to make for 8 mths! 

  I still do not have any proof a new card was sent or the address it was sent to
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 09/05/2025

  Hello, our records indicate that the customer has received financial compensation for this complaint. We have also provided the customer with proof of KOHO shipping the card and proof of address that it was shipped to. In addition, we have provided paid tracked shipping for this card (all customers don't get tracked shipping with their card). We can't be responsible for any deliver issues with ****** ****. We consider this matter closed on our side. 

  Customer Answer

  Date: 12/05/2025

  I am rejecting this response because:
  
  I recieved $10 which is not fair compensation for now 9 mths of issues. They sent multiple cards to the wrong address. I have not recieved a tracking number or prof of address the card was sent to. That is completely untrue. I have asked multiple times and still no response with this information 

  I am entitled to better compensation and the tracking information 
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 12/05/2025

  Hello ******,

  We will continue to provide assistance regarding your card situation through the ongoing chat with our supervisor. Please feel free to ask any additional questions there, and we'll work together to resolve your matter promptly.

  Thank you,

  KOHO

  Customer Answer

  Date: 13/05/2025

  I am rejecting this response because:

  No I'm sorry I sent this through the BBB due to the continued dishonesty and unwillingness to rectify the situation. Please provide details of compensation you are offering as well as proof of shipping/ tracking number/address shipped to. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 14/05/2025

  Hello ******, 

  
  We have sent you an email now to assist you further with this matter with receiving the card. For security and privacy reasons, we can not share the tracking number here. 

  Once you have responded to the email sent to you. We would continue to assist you further with resolving this issue. 

  
  Thank you, 
  KOHO

  Customer Answer

  Date: 14/05/2025

  
  
  I am rejecting this response because:

  I did not recieve an email. Only a message on the KOHO app with a tracking number but no discussion about compensation 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 14/05/2025

  Hi there! This issue seems as though it was fixed and we have verified that you are currently in contact with a supervisor. 

  Thank you for your patience and we wish you a great day! 

  Customer Answer

  Date: 15/05/2025

  I am rejecting this response because:
  

  The issue has not been resolved. I am owed some sort of compensation for the last 8 mths. Until that is acknowledged, It will not be resolved
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:01/05/2025

  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 was in jail from 04-06-2024 to 01-30-2025 and my KOHO account was being used for around 5k and the name was changed the phone number and the dob

  Business Response

  Date: 03/05/2025

  Hello *******,

  Thank you for contacting us and for providing the information. 
  
  Our team is currently investigating the claims you’ve made. We’ll be sure to get back to you with the outcome as soon as the investigation is complete.
  
  We appreciate your patience in the meantime.
  
  Best regards,
  KOHO

  Customer Answer

  Date: 03/05/2025

  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *******

  not good enough need a answer to what is going to happen 

  Business Response

  Date: 05/05/2025

  Hello *******,

  While we understand that you would like to have an update on this matter, our team needs some time to investigate the claims you’ve made. We’ll be sure to get back to you with the outcome as soon as the investigation is complete.

  Thank you,

  KOHO

  Customer Answer

  Date: 05/05/2025

  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ******* 

  what about the zero liability policy and the 90 day policy you have this started March 3th and I want a update 

  Business Response

  Date: 05/05/2025

  Hello *******,

  As advised, we are investigating the matter, at this moment, we do not have an update.

  As soon as one is available we will let you know.

  Thank you,

  KOHO

  Customer Answer

  Date: 06/05/2025

  I am rejecting this response because:ok so I will leave this open till then this was open march 3rd btw it may 5th
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 06/05/2025

  Hi,

   Once there is a final update you will be directly notified as your case is complex.

   

  Thank you,

  KOHO

  Customer Answer

  Date: 07/05/2025

  I am rejecting this response because: ok so I keep this open been 2 months you have a zero liability policy 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 08/05/2025

  Hello *******, 

  I understand that this is a frustrating situation, and I am very sorry for any inconvenience caused to you. 

  Please be rest assured that we are looking into it and will keep you updated once our internal investigation is completed. 

  Thank you, 

  KOHO

  Customer Answer

  Date: 12/05/2025

  
  
  I am rejecting this response because:
  
  
  
  Sincerely

  ,ok plz respond when done or the 90 days
  
  
  
  ******* *******

  Business Response

  Date: 13/05/2025

  Hi, I completely understand your sentiment. Our team is in contact with you to sort this out as we speak. 
  thank you. 

  
  KOHO. 

  Customer Answer

  Date: 14/05/2025

  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:28/04/2025

  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 hope this message finds you well. I am writing to seek your assistance regarding a concerning issue I have been experiencing with my KOHO account.
  
  On April 12, 2025, I contacted KOHO's support team about my inability to log into my account due to a “network connection error.” Despite my efforts to resolve this issue through troubleshooting steps (such as reinstalling the app, trying different networks, and using multiple devices), I remain unable to access my account.
  
  Furthermore, my account appears to contain an incorrect phone number **************, which I believe is a typographical error, as the correct number should be ###-###-####. This issue has left me locked out of my account as an Everything Plan member, ********** ** **** ******** ** ******** ***********.
  
  ************ **** ********* *** ********* ** *** ***** ***** * **** ****** * ******** ***** ***** ********** ****** ** ****** ****** **** ** ************ ******** ** * ** ********* ** *** ******* ** ********** ** ***** ****.
  
  Despite my repeated inquiries, KOHO has not resolved this matter. They acknowledged my issue and stated they forwarded it to their technical team, but I have yet to receive a response or any updates.
  
  I would greatly appreciate your assistance in mediating this situation. Any support or guidance you can provide to help me regain access to my account and rectify the inaccuracies would be invaluable.
  
  Thank you for your attention to this matter. I look forward to your response.
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 28/04/2025

  Hi *****, thanks so much for sharing this.

  A supervisor will email you to further assist you with your account access and updating your phone number.

  We understand how frustrating it is when features aren’t working as expected. We thank you for taking the time to flag this issue to us, as this feedback helps us constantly improve and innovate our offerings.
  
  We would like to inform you that our technical team is actively working on a resolution for this. ** * ********** ****** **** ****** * ***********

  Thank you,

  KOHO

• Initial Complaint

  Date:28/04/2025

  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.

  Its been over a week of trying to verify. The costumer support is ******** and I want to get my money out fast ******* * **** **** ******* ***** ***** **** *** ***** ******* *** ****** ******** *** * **** ** *** **** * ******* *********

  Business Response

  Date: 28/04/2025

  Hello, 

   

  Thank you for reaching out!

   

  Upon checking we can see you are in queue for our team to complete the verification - we apologize for any delay here.

   

  If you rather have your funds e-Transferred back to you, just let our support team know and we can assist.

   

  Thank you,

  KOHO

• Initial Complaint

  Date:25/04/2025

  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.

  * *** ***** ****** they gave me the cash for the charges and didn't give me the e-transfer and i said that I would change banks so they waited tell I got my Aish check if 2000 so they could get the 250 cover and now I can't get my 1640 from them

  Business Response

  Date: 25/04/2025

  Hello ******,
  
  Thank you for your message. 
  
  Upon reviewing your account, we can confirm that our team has already provided an update regarding your remaining balance and the transfer out.
  
  Please note that the request to transfer the funds has been initiated, and you should receive them shortly in the account you previously confirmed with our team.
  
  Should you have any further questions or require additional assistance, please do not hesitate to reach out.
  
  Kind regards,

  KOHO

  Customer Answer

  Date: 25/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is what they have bin saying frome the start I want them to confirm that they will be sending me an e-transfer with an exact password that I can manually deposit into any bank account or the easiest would be simply into my ******** account . I have provided them the information to do so but they were questioning me on what the email and password would be.

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

  Security question:   **********

  Security answer :  ******** 

  . That is the information I provided but they don't seem to get it. If you could pass this on to them that would be great thanks 
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 28/04/2025

  Thanks so much for the reply, ******.

  It looks like we messaged you 12 days ago regarding your account balance e-transfer but did not a reply from you.

  A supervisor will email you shortly to further assist you with sending you your remaining balance via e-transfer.

  Thank you,

  KOHO

• Initial Complaint

  Date:23/04/2025

  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.

  KOHO took the money that was refunded by ****, the ****** transfers vanished in thin air and theres more I simply can't prove it because THE TRANSACTIONS HAVE DISAPPEARED FROM THEIR LIST completely.
  Total that I'm able to even prove is $60 but I noticed money was disappearing.
  
  Their customer support did nothing and in fact they kept disconnecting me and even completely rendered my app unusable as shown in the screenshot. *** **** **** ** *********** **** ***** **** ** **** ******* **** ** * *****  
  Their customer support would not help and they would either switch or disconnect me. I'm extremely disappointed as I needs MY MONEY **** **** ******

  Business Response

  Date: 23/04/2025

  Hello,

   

  Thank you for reaching out about this. We can confirm the refund from **** was applied directly to your balance. Since the transaction had expired, it does not show up as a line item in your KOHO app as a refund, but your balance did increase.

   

  You can see in the screenshot provided, your balance was $13.97 and then increased to $53.05 when the transaction expired and the funds were returned to your balance.

   

  You will be able to see this more clearly when your April statement is released at the end of this month. You can also reach out to our support team regarding the ****** transfers as you did not provide much information here.

   

  Thank you,

  KOHO

   

   

• Initial Complaint

  Date:22/04/2025

  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.

  ** **** ** ***** ***** Someone got into my other email which is *********@*******.ca and set up my auto deposit to go to a koho account that also shows the first name as ***** and I'm assuming they're using my last name. They got a e transfer for $200 then $740 auto deposited **** ** ********* ******************** last week and Wednesday, April 16, 2025 they got another **** *** for $5 and one **** ** *** for $5 as well. That's when I checked my online banking with ** to see that *********@*******.ca moved the email to a koho bank and set up auto deposit. This is fraud and I can prove I am who I say I am so I'd like you to transfer all of these funds back to the original senders please. ** ***** ****** ** ***** ********* They also applied for *********** ****** financial product under my name as well as **. These reputable banks actually denied their applications and flagged them for fraud. *** **** *** ******** **** **** ******* **** **** ** **** **** ********* Ive already filed a dispute on *******. We are now short over $900 and I'm very worried about these ******** using my info to open an account with your bank and how was that even possible! Please shut down any accounts under ***** **** and send all funds back to the sender's. This is fraud. I don't have any account with your bank!

  Business Response

  Date: 22/04/2025

  Hello *****,
  
  Thank you for reaching out and bringing this to our attention. I want to assure you that our fraud team is currently looking into this issue, and the account has been closed as a precaution. Rest assured that our team will conduct a thorough investigation and keep you updated promptly. We apologize for any inconvenience this may have caused and appreciate your patience.
  
  KOHO

• Initial Complaint

  Date:21/04/2025

  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 am **** ********** **** **** ******* *** attempting to get my funds returned following multiple attempts.
  On December 6, 2024 a transfer of $6500 was completed from *** and a KOHO account ****** ** **** ********** ************** was opened with the assistance of one of your members. * *** ******** ** * ******* ********* **** *** **** ************ *** ***** *** **** *********** **** ** **** **** ** *** **** ** **** *** ******** *** ** *** *** ****. *** **** reported it as fraud so no additional funds could be taken from our account.
  On December 6 @ 6:32 pm a transfer of $3000 was requested and deposited back to our *** account on December 7 - ********* * ************. We had attempted to return all $6500 but it would only allow a max of $3000/24 hours.
  On December 7 @ 6:40pm we again requested a transfer of $3000 back to our *** account which was completed on December 8 - ********* * ************.
  On December 8th we attempted the remaining 500 but were unable to.
  * *** ************ ***** *** **** ** ******** *** ** **** *** we received an email from KOHO indicating you permanently closed the account as deposits were reported as unauthorized. It indicated a return of funds would occur within 45 business days from the date of the email. There was $500 which was in the account when it was closed.
  On March 18th an email to ********************* was sent asking where the funds were. We have emailed with multiple different individuals without resolution. We have been back to our bank who indicates it is on your side that the issue persists. We have sent photos, ID to no avail and since you do not have a phone number to reach out to email/chat is the only option. ********.
  I am looking of the return of the $500 by etransfer or cheque within 10 business days.

  Business Response

  Date: 21/04/2025

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

  Please note that a supervisor will email you directly to further assist you regarding your account balance. 

  Thank you for your understanding.

  KOHO

  Customer Answer

  Date: 29/04/2025

  ****** *** ********** *********** **** ********* ******** ********** *****. We did receive notice from "Mia" that the funds would be returned following our complaint - *** **** *****: Hi ****, 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. We are in the final stages of sending out your remaining funds, which are $520; if the bank that is associated with the e-mail connected to your account is set up with 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: [KOHO+ DATE OF MANUAL ET REQUEST, ie. kohojun03]. We will reach back out if we have encountered any issues processing these funds on our end ?? Thank you, KOHO *** KOHO We then thought it would be resolved however they then had a new person via email: On Sat, Apr 26, 2025 at 8:25 AM ****** from KOHO wrote: Hi ****, I hope this message finds you well. Our internal team has responded. They said you've been offboarded. As per our policy, we are required to hold the funds and return them to the sender’s bank. If you'd prefer to receive the funds directly, you can either: • Remove the flag at your bank, after which we can proceed with an e-transfer, or • If removing the flag isn't possible, ask your bank to send an indemnification request so we can release the funds to you. Please note that our response will not change. ****** KOHO

  Business Response

  Date: 30/04/2025

  Hi, 
  
  I am truly sorry if there was a miscommunication here. The funds in the account will only be sent back to the sender's bank. or if the flag on the e-transfer is removed. KOHO Cannot make any changes on this decision. We understand this is not the answer you were expected but by law KOHO can only send the funds back to the sender's bank and this cannot be by-passed. 

  Thank you. 

  KOHO

  Customer Answer

  Date: 05/05/2025

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

  I have confirmed with my bank there is not a flag on the account for a deposit.  I have also indicated the return of funds could be issued by cheque from your financial institution and had provided you my address.

  I will provide again:

  **** *****

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

  Business Response

  Date: 06/05/2025

  Hello ****,
  
  I hope this message finds you well. I wanted to personally reach out to you regarding your recent chat with us. After careful review within our team, we have discovered that there was a fraudulent flag on the funds currently in your account. As a precaution, we will be returning these funds to the sender's bank.
  
  I understand that this may be an inconvenience for you, but please know that we take the security of our customers very seriously. In order to resolve this issue, you have a couple of options. You can either contact the sender and request that they remove the flag and then reach out to your bank and ask them to send an indemnification request to receive the funds.
  
  Thank you for your understanding and cooperation in this matter. We value your business and want to ensure that your financial transactions are safe and secure. Please don't hesitate to reach out to us if you have any further questions or concerns.
  
  Best regards,
  KOHO
  

  Customer Answer

  Date: 06/05/2025

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

  There is no flag as per my bank.  I am not happy this is not satisfactory.

  Please send a cheque to:

  **** *****

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

  Business Response

  Date: 07/05/2025

  Hi ****,

  We have responded to this request and this has been closed.

  Thank you

  KOHO

• Initial Complaint

  Date:10/04/2025

  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.

  It's been almost 2 weeks since I've had access to my account and my money. **** ** ****** ** ****** ********** I have 600 in my account that I can't use because they will not give me access to my account. I've spoken with well over 30 people

  Business Response

  Date: 10/04/2025

  Hello ******* ******,
  
  To reopen your account, you will need to submit a photo of a government-issued photo ID and a video of yourself.
  
  You can submit your ID and video in-app directly. Once submitted, it may take up to a few minutes for the verification to be processed. We would recommend trying up to three times before reaching back for more assistance.
  
  If you experience a technical issue, please provide a screenshot of the error, and we would be able to assist you further. 
  
  Thank you, 

  KOHO

• Initial Complaint

  Date:09/04/2025

  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.

  Feb 11 2025 thought I was talking to **** customer support and was actually talking to ******* Support. It asked for $2 credit card charge for tech support and that was refundable. At no time was it mentioned that there was a $66 charge. As soon as I saw that come through my KOHO card I contacted KOHO to have the charge reversed. I also asked for a new credit card. a new one was issued. I asked that no more charges from ******* be charged.
  
  March 29 2025 -Another automatic charge was allowed on my now new KOHO card for $66 - somehow there is a monthly charge that has bounced from my old KOHO credit card to my new KOHO credit care. Again, I asked for the charge to be reversed out and no further charges be allowed. ******* ** ******* * **** *** KOHO is allowing repeated charges through even after being asked to stop these charges. KOHO's response has been they need documentation. The issue is that the initial $2 was done over the phone with no documentation to track. With out documentation, KOHO is simply letting these **** charges continue - even after the issuance of a new credit card. I just want these monthly charges stopped and the now two charges reversed.

  Business Response

  Date: 09/04/2025

  Hi *******! We're very sorry to hear about this situation!

  Please reach out to our team at ***********@****.ca so our team can further investigate!

  Thank you!

  KOHO