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:20/02/2025

  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.

  Middle of January I lost access to my account due to too many incorrect sign ins *** *** *** ******** *** ****** ***** *** **** ******  KOHO requires a video of yourself as well as non expired photo ID as proof before they allow access again. All I have for the next 6 weeks is expired ID, and one piece of interim ID until my hard copy arrives. At first I was told this interim would be accepted so that I could access my Child Tax Benefit ** **** ** ***** and then they told me it wouldn't be accepted. * ***** **** ******** to hold * ****** ******* finances for over a month, when the company requests video proof as well as picture evidence of ID. My ID is only expired by a few months, and I'm still the same person whether it's expired or not. If I'm required to also send a video of myself, that should be all of the proof they need to unfreeze my account. However they are still denying me access, and in turn I'm missing out on not just one, but TWO Child Tax Benefit payments because they refuse to use what I have as ID. *** * ****** ******* ** ********** **** ****** ** **** ***** *** *** *** ********

  Business Response

  Date: 20/02/2025

  Hi ********,

  Thanks so much for reaching out about this and we're so sorry to hear that you weren't able to verify your identity on the KOHO app.

  A supervisor will email you directly to help you verfiy your identity and access your KOHO account.

  Thank you,

  KOHO

• Initial Complaint

  Date:14/02/2025

  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.

  To whom it may concern
  
  I am sending this email to show you my concern about my account and how KOHO is taking care of my case. Last Sunday somebody had access to my account and sent an e-transfer, after immediately noticing it I contacted the KOHO team using the chat on the app, and after waiting over 30 minutes somebody answered me and took all the information about my case, she told me money should be back within a couple of days, but I haven't received any money back yet or a real answer from KOHO, the only updated was that it was made from a familiar device or IP but I told them it was very weird because it wasn't me at all, and I explained to them I suffered some hacked attacked as well, on top of that I reported it to the police as KOHO asked but no one answered after that. Also, I have been ignored on the chat for days.
  
  I need my 870 dollars back, as I need to pay my bills

  Business Response

  Date: 14/02/2025

  Hello *********,
  
  Thank you for reaching out and sharing your concerns.
  
  We have carefully reviewed your account and found that only one device, using the same IP address, has accessed it. This confirms that your account was not accessed from any other location or device.
  
  As a result, we will not be moving forward with this claim. If you believe further action is needed, we recommend reaching out to the police for further investigation.
  
  Regards,
  KOHO

  Customer Answer

  Date: 14/02/2025

  
  I am rejecting this response because: It was reported to the police as well, but there is not even answer from police as well, KOHO doesn't not take responsibility about their customers and there is not a strict security in their accounts, 
  
  
  
  
  ********* ****** **********

  Business Response

  Date: 14/02/2025

  Hi, I am sorry to hear about this issue. As mentioned by our dispute team, E-transfers are not covered by the Mastercard Zero Liability Protection Policy. 
  I do not see any new device logged onto your account.  Since e-transfers can only be done from your account protected by a password - Passcode and or face recognition. This means that your credentials might have been shared with a 3rd party. Which is a breach in your privacy and security. We recommend you updating your credentials in order to secure your account and to keep this information secret. 
  I apologize for the inconvenience this may cause. 
  
  KOHO. 

• Initial Complaint

  Date:05/12/2024

  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 bank lock the money that was meant to be use for Groceries and Christmas amount of $1500 E transfer to Koho bank *** ******* *** that is my ******* money **** *** ******** **** ** ** I won’t have money for Christmas

  Business Response

  Date: 05/12/2024

  Hi, 
  
  We will contact our internal team to see if your balance can be transferred to you. Thank you. 

   

  KOHO

  Customer Answer

  Date: 05/12/2024

   
  
  I am rejecting this response because
  
  
  

  Business Response

  Date: 06/12/2024

  Hello *****,
  
  Thank you for reaching out to us and sharing your concerns.
  
  After a thorough review, we confirm that your account will remain closed. For security reasons, the matter is currently under further review. This process is designed to ensure the safety and integrity of your account.
  
  The estimated timeframe for the completion of this review is approximately 45 business days. We appreciate your understanding and patience during this time.
  
  Regards,
  KOHO

  Customer Answer

  Date: 06/12/2024

  
  
  I am rejecting this response because this is my ******* money **** ****** *** ******* ** **** ** ** *** *** ******** ******* ***** I told them already * ****** *** ** **** * *** ******* *** I have never get my self involved in any fraudulent activities I don’t steal from people . It ** **** ***** *** ** *** **** **** **** ******** **** **** ** ****** *** * *** ** **** **** ** ****** ***** *** **** ** * I have not get my bills paid , ** ********* ** *** * * ***** * ****** *** ************* *** **** *** ***** *** ***** **** * **** *** *** ** ***** ***** I have to come to library to get network please help 

  Business Response

  Date: 09/12/2024

  Hi *****, thanks so much for your reply.

  It looks like you are in direct contact with our team via email.

  Please respond to them directly in the email thread and provide them with the requested information for further support.

  Thank you,

  KOHO

  Customer Answer

  Date: 09/12/2024

  
  
  I am rejecting this response because:I’m not satisfy with them delaying my money everyday my life depend on ** *** *** ******** *** *** ** that is the only money I use for my daily life .they are making it stressful for me as I have not pay any bill have to come to library for network ** **** ** *** ** *** *** ** ** ******* **** * *** ***** *** ** ******* ********* ** ** **** **** **** ** **** **** *** ******** I provided all the information , document and selfie needed I just want my money soon please!
  

  Business Response

  Date: 12/12/2024

  Hello *****,

  I see that our Fraud Team has been in communication with you regarding your request. Please respond in that email thread if you have any further questions.

  Thank you,

  KOHO

  Customer Answer

  Date: 12/12/2024

  I am rejecting this response because fraud Koho team are not responding again and I send all the necessary details to them 
  
  
  

  Business Response

  Date: 13/12/2024

  Hello *****,

  We can see that our team has already replied to you and confirmed these funds must be held for 45 days. Unfortunately, we are unable to release them to you at this time.
  
  You are welcome to reach out to us on January 23, 2025, to inquire about the funds. 
  
  Thank you for your understanding.
  
  Regards,
  KOHO

  Customer Answer

  Date: 16/12/2024

  
  
  I am rejecting this response because: I won’t have money *** ********* ** *** ********* *** ** ****
  

  Business Response

  Date: 17/12/2024

  Hello *****,
  
  Unfortunately, we cannot release the funds to you at this time. Our team has already responded and confirmed that these funds must be held for 45 days.
  
  You are welcome to reach out to us on January 23, 2025, to inquire about the status of the funds.
  
  Thank you for your understanding.
  
  Regards,
  KOHO

• Initial Complaint

  Date:05/12/2024

  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 lost access to phone service, and the app logged me out.
  
  The bank is holding my account hostage, and telling me despite passing 2FA, i cannot get in to my account without a working phone. Essentially shadow banning me in to collections, because i can not access my account without logging in.
  
  they will have to let me in, or cancel my account for free, they can not legally shadowban me from using my account because i do not have access to a phone.

  Business Response

  Date: 05/12/2024

  Hi, 
  
  I am sorry to hear about this. if you have a valid piece of ID, you can absolutely request that KOHO sends you your available balance via e-transfer. 
  Thank you. 

   

  KOHO

• Initial Complaint

  Date:04/12/2024

  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.

  Since Sunday, Koho randomly logged me out of my account and I can't log back in because I don't have access to the number they send the code to since I'm overseas right now.
  
  I contacted the support chat twice, they changed my number twice and I did the Id Verification TWICE and passed them but they still send the code to the old number when I try to log back in, even after updating it TWICE. I tried changing my passwords but it still sends the code to my old number.
  
  I tried contacting them today, 2 hours ago and they deleted my messages. I don't know what to do because I'm stranded. I'm in another country and all of my funds are in this account that I can't access. All of this because they can't change a ******** number so I can receive the code. I just want them to change the authentification method to the app instead of SMS because clearly, they can't change the number.Plus, I never even asked to have the two factor authentication. Never.
  
  On top of that, I always keep my wallet locked and someway somehow, they unlocking it, I don'y know why and it's stressing me because maybe someone is extracting my funds.
  
  I tried emailing *******@****.ca but I got an automated message saying they don't reply from this email. I tried email *****@****.ca but they haven't answered. The support chat is either not answering or they send those pre-made answers. I genuinely loosing my mind. I'm 8000 miles from home with no money because of a code.

  Business Response

  Date: 04/12/2024

  Hi *******,

  I'm sorry for any troubles you've experienced with receiving this SMS code.

  I see that a member of our support team was able to assist with changing your phone number on Dec 3, 2024. If you still need assistance with this please let us know.

  Thank you for your working with us on this.

  KOHO

• Initial Complaint

  Date:03/12/2024

  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 am a customer of KOHO Financial Inc. (Account Holder: ***** *****) writing to file a complaint regarding my KOHO account, which was compromised due to a cybercrime. Unauthorized access to my account led to fraudulent transactions and my account being closed.
  
  Details:
  
  Date of Transactions: Unauthorized transactions occurred between February and June 2024, with merchants such as *******, ****** ****, ********, and ************ involved.
  Amount Paid: Unauthorized charges exceed several hundred dollars, with no reimbursement from KOHO.
  Business Commitment: KOHO advertises a Zero Liability Protection Policy, ensuring protection against unauthorized transactions. Their fraud prevention and account recovery policies have not been applied to my case.
  Nature of Dispute: KOHO has failed to investigate or resolve unauthorized transactions following a cyberattack. Despite my efforts, including formal escalations, KOHO has not reopened disputes or refunded the charges. The closure of my account has resulted in lost access to funds.
  Resolution Attempts by KOHO: KOHO has been unresponsive to my requests for account recovery, fraud investigation, and reimbursement, dismissing my claims *** ******* ** *** ** **** **** ***** ******** ** ******** ***** ************ Request for Resolution:
  
  Immediate recovery and reinstatement of my KOHO account.
  Full reimbursement for unauthorized transactions.
  Assurance that my credit score remains unaffected by fraudulent charges and account closure.
  A detailed investigation into the cybercrime and measures KOHO will take to secure my account.
  * ******* **** *** *** ***** ** **** ***** ** ******* **** ****** *** **** *** ****** ******** ******** ********** ** ********* ** ******* *** ********* ** ******

  Business Response

  Date: 04/12/2024

  Hi, I am sorry to hear about this. KOHO has decided that your account will remain closed. I apologize for the inconvenience. 

  Customer Answer

  Date: 04/12/2024

  
  
  Complaint: ********
  
  
  
  I am writing to formally reject the response provided by KOHO regarding the closure of my account. After careful review of the situation, I find that the closure of my account is not consistent with the rights granted to me under relevant laws, policies, and agreements.

  
  In response to KOHO’s decision to maintain the account closure, I assert that the following legal and regulatory principles must be considered, which I believe KOHO has either overlooked or failed to apply *********:

  
  1. Violation of Consumer Protection Laws
  As a consumer in Canada, I am entitled to fair treatment ***** *** ********* ******** ********** ********* ******** ** *** ********* ******** ****** ** ****** ******* The closure of my account without valid, documented reasons constitutes an unfair practice, especially since KOHO has not provided evidence of any breach of terms on my part. ***** *** **** *** *** ******** ********** *** ******** ***** ** ****** ********* ************ **** ******* *********** *** *********** ******* *** *********** ********* ***** **** *** *** ************ **** ******** * ****** **** **** ******* ** *********

  
  2. Breach of Contractual Terms
  Upon applying for and opening my account with KOHO, I entered into a contractual agreement with the company. The terms and conditions of that agreement, which both parties agreed to, explicitly outline the circumstances under which an account can be closed. KOHO has failed to provide any valid reason that justifies the termination of the agreement as stipulated in these terms. Therefore, I request that KOHO comply with the agreed-upon terms and restore my account.

  
  3. Unilateral Termination Without Due Process
  ***** *** ***** **** ** ****** *** ******** **** I am entitled to receive notice and justification before any action is taken that would unilaterally alter the terms of the agreement between us. KOHO’s actions appear to violate these standards, and I am entitled to challenge such unilateral decisions. The failure to follow the due process undermines my consumer rights and is grounds for the immediate reopening of my account.

  
  4. Lack of Transparency and Communication
  KOHO has provided no clear, transparent, or actionable explanation for the closure of my account, which violates the principles of good faith and fair dealing under Canadian law. As a financial institution, KOHO is required to maintain a level of transparency regarding account closures and disputes, which is a fundamental right for all consumers. Without specific reasons or documentation, I have been left in a position where I cannot assess the validity of the closure.

  
  5. Right to Fair Dispute Resolution
  Should KOHO continue to refuse the reopening of my account, I demand the initiation of an independent dispute resolution process. ** *** *** ******** ******* ********* *** *** ********* ******** ****** ** ****** ******* ********* ************ *** ******** ** ***** * ****** ********* *** ******* ********** ********** I am entitled to access these procedures and request that KOHO immediately engage in this process to resolve the matter fairly.

  
  6. Potential Escalation to Regulatory Authorities
  If KOHO persists in maintaining the closure of my account without legitimate justification, I will escalate this matter to the Financial Consumer Agency of Canada (FCAC), the Ombudsman for Banking Services and Investments (OBSI), and any other relevant regulatory bodies. Additionally, I will seek legal counsel to explore my options for redress under civil litigation and consumer protection laws.

  
  7. Violation of KOHO’s Own Policies and Procedures
  KOHO, as a financial institution, is bound by internal policies and industry standards that require clear communication and fair treatment of customers. By not offering a detailed explanation of why my account was closed or providing an opportunity for dispute resolution, KOHO is not adhering to these policies and best practices. I insist that you adhere to your own terms and reopen my account immediately.

  
  8. ********* ******** *** **********
  ***** *** ********* ******** *** *** ******** ******** ****** ********** *** ******* financial institutions are required to ensure that account closures are only executed under specific legal grounds, such as fraud, unlawful activities, or breach of terms. KOHO has not provided evidence of any such grounds in this case, and no legal justification has been offered for the closure of my account. Therefore, I consider this closure to be in violation of applicable financial laws and demand a thorough review of the decision.
  
  In conclusion, I reject KOHO’s decision to maintain the closure of my account and request that the account be reopened immediately. Please provide a written confirmation of the reopening within 7 business days. Should KOHO fail to comply, I will proceed with further legal and regulatory actions to protect my rights and interests.

  I expect to receive a response confirming that my account will be reopened or an alternative resolution will be offered. Thank you for your immediate attention to this matter.

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

  Business Response

  Date: 04/12/2024

  Hello *****,

  The decision to close your account is final and we've communicated this to you already.

  All the best,

  KOHO

• Initial Complaint

  Date:03/12/2024

  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.

  At the beginning of November my purse was stolen with my phone and all my ID. For weeks I e been locked out of my banking institution KOHO, the people’s trust company, the verification code is texted to my number that was lost and ***** is unable to transfer my old number in any way. The only way to contact customer support with my bank is online chat but the last week I ya e spent hours at a time waiting for any agent and nothing at all. I cannot even get a response to ask for help and they do not have any type of phone number or actual real live support. I as on chat last the 14th of November and was seeing so many charges I did not make or recognize and was told they would help and since then I a been dropping every chat or just waiting endlessly for nothing. My internet was cut off today because I can’t access my account to pay it and I cannot get any access to my money or review these charges I have no idea why I was billed for. I need help to get anyone who actually works at this bank to get me on the phone asap

  Business Response

  Date: 04/12/2024

  Hello,

  Thank you for reaching out and sharing your concerns with us. We're truly sorry to hear about the difficulties you've faced following the theft of your phone and ID.

  To help you update your contact information and regain access to your account, we kindly ask you to reach out to us directly through our secure online chat support. When you connect, please mention that you need urgent assistance with updating your phone number due to the circumstances you've described and we will start the process for you.

  Thank you,

  KOHO

• Initial Complaint

  Date:02/12/2024

  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.

  Can't access my funds because I'm locked out because I changed my phone number

  Business Response

  Date: 03/12/2024

  Hi, I am sorry to hear about this. Please contact our representative. On the login page. You have a chat icon. Click on it. Our team will assist you. KOHO

• Initial Complaint

  Date:02/12/2024

  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.

  KOHO bank closed my account without any notice & is holding my money hostage & it is impossible to contact customer service as they are robots

  Business Response

  Date: 03/12/2024

  Hi ******, 
  
  Our team has previously reviewed and responded to your concerns. We have 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:26/11/2024

  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.

  Been locked out of my account and have requested help for over two hours, im stranded in a different country with no access to my money, the help line is only giving copy and pasted messages without helping resolve the problem and won't actually take the time to listen or read to what is going on.

  Business Response

  Date: 26/11/2024

  Hello ****,
  
  Thank you for reaching out to us.
  
  We have reviewed your account and can confirm that a successful login was made today (November 26, 2024).
  
  Additionally, we noticed that you opened chats with us a few days ago, and our team promptly responded to provide support and assistance with accessing your account.
  
  If you are still experiencing any issues or have further concerns, please do not hesitate to let us know.
  
  Regards,
  KOHO