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:21/11/2024

  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.

  My Koho card keeps declining even though there are funds.
  I have been trying for 2 days to use their only method of contact. The chat.
  I get told by the autobot that I am being connected to an agent. And then no response. I need access to my money and have no way to get to it via Supprort. They need to have a phone number and or better method.
  I type in “supervisor “ and it asked for more info. No matter what you type in. It loops around.

  Business Response

  Date: 21/11/2024

  Hello ********,
  
  Thank you for reaching out and sharing your concerns with us.
  
  We have thoroughly reviewed your previous conversations and noted that our team has already assisted you by providing detailed information regarding the declined transactions.
  
  We sincerely apologize for the delay in responding and for the wait time for transferring you to an agent. Due to an unusually high volume of inquiries, our response time was longer than what you typically experience with us.
  
  We appreciate your patience and understanding as we continue working to ensure a smoother experience for you and all our customers. 
  
  If you have any further questions or require additional assistance, please don’t hesitate to contact us.
  
  Regards,
  KOHO

• Initial Complaint

  Date:21/11/2024

  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 long-time KOHO customer who uses my account daily for financial transactions, including paying rent. Today, I was unable to log into my account, which holds $6,000, with no prior notification of any issues. I reached out to KOHO support via their online chat, waited hours for a response, and was told my account was under review. Later, I was informed it was permanently closed for “security reasons,” with no explanation, email confirmation, or instructions on how to access my funds.
  
  This lack of communication is unacceptable for a financial institution. Despite repeated inquiries, KOHO has failed to explain their actions or provide a timeline to return my $6,000. Their vague and conflicting responses have caused significant financial hardship, as I rely on this account to pay rent and essential expenses.
  * ******* *** ***** ********** to:
  1. Obtain written confirmation of my account closure.
  2. Ensure my $6,000 balance is returned immediately.
  3. Hold KOHO accountable for their lack of communication and transparency.
  
  KOHO’s actions have caused financial and emotional distress. * **** *** *** ** **** ******* **** ****** *********

  Business Response

  Date: 21/11/2024

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

  The outcome of your account has already been communicated with you, and we have already sent you an e-Transfer for your account balance.

  Please reach out to our support team if you have any more questions about this.

  Thank you,

  KOHO

   

• Initial Complaint

  Date:19/11/2024

  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.

  I joined this company for banking services a few years ago. Everything was great until last month. Somehow my credit card got compromised and all of a sudden I had like 13 unauthorized transactions. These were all in a few minutes span. Three of them were to ******* ******** ********* which were successful and about 10 charges to **** that were declined. I was at work at the time and I messaged customer service through the app when I saw the charges. I told them my card and account were compromised and there were unauthorized charges. Customer service said they’d look into it. I told them they need to cancel the transactions and I want the money back. They said there was nothing they can do on their end and the merchant had to drop hold on the charges. Customer service said give it a week and then they’ll help me dispute it. Well I went through the dispute process and then I got told there wasn’t enough evidence (photo proof of their reply to my dispute). I was very disappointed in the decision as there was plenty of proof. I left a ******** comment on one of KOHO’s post and their reply ** ******** ** *** ******* I am just so discouraged and upset because this company won’t help me. They rather have ******** keep my money instead of helping me with this incident. I’ve talked to numerous customer service representatives and supervisors with no prevail. I want people to be aware of this company’s practices *** ***** *** ******* ** *** ****** I want my money that the ******** got a hold of returned and I want my account closed which they won’t help me do. I want nothing to do with this company anymore and want this resolved immediately so I can be gone of this company.

  Business Response

  Date: 21/11/2024

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

  It looks like you have already been in contact with a supervisor that has explained the outcome to you. 
  
  We're very sorry for any inconvenience here regarding the issues with your dispute, and completely understand your frustration with this.
  
  The disputes team has already communicated the outcome with you, and we can not change the dispute team's decision since that team is completely separate from customer support, and they handle the investigations.
  
  We are unable to close your KOHO account until the NSF is repaid for Cover, this is something that we cannot remove or modify.

  Thank you for your understanding,

  KOHO

  
  

  Customer Answer

  Date: 21/11/2024

  
  
  I am rejecting this response because I want my money back and my account closed. 
  
  
  

  Business Response

  Date: 25/11/2024

  Hello ******,

  I recognize that the result of the dispute didn't meet your expectations. As noted by our team, this was more to do with *********** rules and regulations in regards to the loss of the dispute, and unfortunately there's no way to change the outcome.
  

  In regards to closing the account, the Cover balance needs to be settled before the account closure can be processed.
  
  Thank you for your time and understanding.

  KOHO

  Customer Answer

  Date: 25/11/2024

  I am rejecting this response because I want my account closed and my money back. This business needs to stop blaming **********. 
  
  
  

  Business Response

  Date: 26/11/2024

  Hello ******, 
  
  It appears that you have already spoken with a supervisor who clarified the outcome of your case.
  
  Concerning your KOHO account, we are unable to close it until the outstanding NSF amount for Cover is resolved. Unfortunately, this is not something we can adjust or override.
  
  Thank you for your understanding.  
  
  KOHO

  Customer Answer

  Date: 26/11/2024

  
  
  I am rejecting this response because I want my money back and account closed.
  
  
  

• Initial Complaint

  Date:19/11/2024

  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.

  A transaction was pushed thru my account without my authorization and koho refuses to put my account back in good standing. I am not able to spend beyond my limit. Why should koho allow others to spend money i dont have. Now i owe koho.

  Business Response

  Date: 19/11/2024

  Hello *****,
  
  We understand your concern about transactions going through even without a balance. Let me explain how this can happen and what it means for your account.
  
  Some transactions, referred to as "forced transactions," may still go through even if they would result in a negative balance in your account. This can occur depending on the specific merchant and their payment process.
  
  Please note that KOHO has no authority to decline or authorize these types of transactions. As an alternative, you can reach out to the merchant to solve this matter.
  
  Regards,
  KOHO

• Initial Complaint

  Date:18/11/2024

  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.

  Hello, I opened an account with KOHO and would like to close it. They don't have any clear way to close my account online or on their App, There is no customer service to call or e-mail. I feel that it is set up in a way that no matter how you try to close your account you cant ( ex, on their website, when you open a chat for support on how to close your account they ask for a reason why you are closing your account and when you enter a reason the chat closes and says there is a network error. The only time there is a network error is at this point in closing your account. I feel I have gotten trapped into this seeing that there is no way to contact this business directly, and every where I have read online people have said that they are going through the same thing. I have not used my account for anything since I opened it and am being charged $2.00 a month. I have no idea how to close this account without being able to contact this service in any way at all. Any help would be greatly appreciated.

  Business Response

  Date: 19/11/2024

  Hello *******,

  Thanks for reaching out, we are sorry to hear about this situation.

  A supervisor has reached out to you to assist you with the account closure.

  Thanks,

  KOHO

• Initial Complaint

  Date:13/11/2024

  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.

  filed a complaint/dispute with Koho six months ago. Koho failed to protect me while involved in a scam online. Koho denied my dispute/claim I filed with a legal company that helps people for these cases return the lost funds. ****** **** ***** **** ** ******** outligning the bank's failure of due diligence and "care" of client.

  Business Response

  Date: 13/11/2024

  Dear Ms. *********,
  
  Thank you for reaching out and sharing your experience.
  
  We understand how distressing this situation has been, and we want to confirm that your complaint has been escalated according to our policy. Our final response was sent via email on September 30.
  
  
  
  We empathize with the impact of this fraudulent activity. However, since the transactions were authorized by you, we are unable to take further action on your behalf.
  
  We recommend pursuing legal avenues to seek restitution from those responsible. While KOHO cannot provide additional assistance, we will fully cooperate with any police investigation.
  
  Regards,
  KOHO

• Initial Complaint

  Date:12/11/2024

  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.

  My KOHO card will not work by swiping at checkouts anymore. Only works by entering pin #. KOHO's new App doesn't provide an online chat to reach customer service? Online phone # doesn't provide access to talk to one of their Agents. What's going on here? ******* ******* **** ** ******** **** **** **** ****** ** **** **** ** ***** ******** ******* ***** *** ******* *** **** ********* ** **** **** ** * **** **** **** ******** ***.

  Business Response

  Date: 13/11/2024

  Hello *******, 

  Thank you for reaching out about this. We will be sure to have our team contact you today regarding this issue and help getting this resolved.

  Thank you,

  KOHO

• Initial Complaint

  Date:11/11/2024

  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’ve got a clear case of fraud and have provided proof of my victim hood . KOHO is unwilling to look at the evidence and a knowledge this crime against me .
  One of the 5 employees that looked at it agreed and validated my claim but the supervisors aren’t treating me with any respect or dignity and are not willing to rectify the issue.

  Business Response

  Date: 23/11/2024

  Hello ******,
  
  Thank you for sharing your concerns with us. 
  
  We deeply regret if you’ve felt disrespected or unheard during this process—that is never our intention. Your situation is important to us, and we want to assure you that we’ve carefully reviewed all the evidence you provided.
  
  We’re pleased to inform you that the outcome of your dispute has been resolved in your favor, and the appropriate adjustments have been made to your account. 
  
  We’re happy to assist you further if you have any additional questions or concerns.
  
  Regards, 
  KOHO

• Initial Complaint

  Date:06/11/2024

  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 have bought an **** thinking I could be able to use it here in Canada but the KoHo offered only 2 options: usa or europe, so I picked usa since it's the closest server but since I am not in Us I can't use it and it's still inactive, koho has waste my time for 3 days to give the same answer **** * ******* ***** **** * ****.I am entitled for a refund wich they refused

  Business Response

  Date: 07/11/2024

  Hello - thank you for your patience as we looked into this further!

  Upon checking, we confirmed that the refund is not eligible since **** has to approve the refund.

  Please be advised KOHO is partnered with ****, and the feature is through them.

  In order for the refund to be applied, **** has to advise of this decision.

  Thank you for understanding.

   Best,

  KOHO

  Customer Answer

  Date: 07/11/2024

  I am rejecting this response

  Business Response

  Date: 11/11/2024

  Hello,

  As mentioned in our last communication - we are not able to provide a refund for this due to the rejection through ****.

  You can reach out to them for further information - if they approve a refund we are more then happy to assist.

   Thank you,

  KOHO

• Initial Complaint

  Date:05/11/2024

  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.

  **** ******. Koho Oct 27 2024
  Was not able to deal with this as I have been blocked but fraud is involved though **** **** needs to be investigated ******* ******* ******* ** *** ******* ** **** Koho has been taking money's out of my account for years ***** ** ***** **** ** this business chat line closed my account I believe as I have no access to my account. The erased all the supporting. Messages I do have copies of such ******** ** *** ** ********** ******* ** * **** *** * ********** ****** so what happens is I put an order to ****. I have full paper in my bank when koho put a hold on my funds forcing **** to cancel the order ask where the money was the said they released it back to **** once. The order is canceled I would have to re order with I did so but not with the money's in hold from Koho so you see something not right. After shutting me out of my account and reaching transcript and blocking email mine not allowing me to change password this all happened on he 27 of Oct 2024 and this is not the first **** *** ** * *** ***** *** a full scale investigation need to be done on my account for the past 25 year sure you will find missing money's ; I have transcripts to support. My statement. * **** **** ** *** **** ** * **** *** ******** ** ***** ** ** ** ********

  Business Response

  Date: 05/11/2024

  Hello *******,

  We understand your concerns and the frustration this situation has caused. We can see that you have been in contact with one of our agents who will be able to assist you further with this matter. It’s important that your issues are thoroughly reviewed, and our team is committed to supporting you through this process. Please rest assured that we are here to help and ensure that your concerns are addressed properly.

  Thank you,

  KOHO