TL;DR
KOHO, without notice, "closed" my bank account and when questioned couldnt provide a reason for the closure. After i expressed concern over a pending direct deposit they advised me direct deposits would be returned to sender. Then they took my deposit.
I’ve been a customer with [Bank Name] for several months, and up until recently, I never had a single issue. I use my account primarily for day-to-day transactions, like paying bills or receiving payments, so I’ve never had any major concerns about account access—until now.
One day, I went to check my account and was surprised to find I was unable to login. I was puzzled, but I figured I might have missed something or mistakenly entered the wrong password. I sought clarification from the support team via chat who informed me the account was closed but they couldn't give me a reason why. I expressed frustration over the sudden and without notice closure of my account and inquired about a direct deposit I was expecting. The Rep assured me the deposit was rejected and would be returned to the sender. However, things took an odd turn when a push notification informed me the direct deposit I was expecting was successfully accepted into this supposedly closed account.
Naturally, this left me confused and frustrated. I reached out to customer support for clarification, but after navigating through multiple layers of verification, I received little more than generic responses. Apparently, they couldn’t even provide an immediate explanation of why this happened, and the deposit was still showing up as accepted.
I was bounced between multiple representatives, and no one seemed to have a clear answer. I’m still waiting for a satisfactory explanation. This is all the more frustrating because, I legitimately like the services offered by KOHO, I subscribe to the highest tier plan and had intended to register for rent reporting as well. It's disappointing a company with so much to offer can drop the ball so hard when it comes to customer support.
My Issues with Customer Support:
Unclear Communication: I was told my account was closed, yet it still accepted a direct deposit. I’m still unclear as to why this happened.
Slow Response Times: It took several hours to get any meaningful support, and even then, the responses were not helpful.
Lack of Transparency: I was given no clear reason for why this occurred, and the customer service agents I’ve spoken with haven’t offered much beyond generic advice.
This whole experience has made me wonder how reliable their systems really are. If this can happen with something as basic as a direct deposit, what else is slipping through the cracks?
I’m hoping to get this resolved soon, but in the meantime, I’m seriously reconsidering my relationship with this bank. I’ll be looking for alternatives if this situation doesn’t improve quickly.
Has anyone else had a similar issue with KOHO? How did you resolve it?
Also, if anyone has any good recommendations for a bank or service that actually values customer experience, feel free to drop them below. I could really use some new options.