u/EuphoricConclusion49

UPDATE: A Koho supervisor reached out to me and fixed this issue within 10min. I appreciate all the help with this!

After my account was closed in error, then reopened a few days later, it's been an issue after an issue. Cover was never restored even though it's fully paid for AND it's still showing in the app with incorrect balance.

I spoke with a supervisor, emailed with 2, 80+ emails with different customer service agents (who were 90% wrong as confirmed by 2 supervisors), had an IT team ticket to fix this for 4 days (even though it was supposed to be done in 24h). Extremely frustrating and time consuming.

I've contacted financial ombudsman who confirmed Koho is in the process of obtaining a federal banking license and also suggested to let them try one more time to fix this issue and if not to file an official complaint (with the ombudsman) and get them involved.

I've waited another 2 days but it looks like it's an endless loop of we're working on it so ombudsman route will probably be the only way to go at this point. Very disappointing..especially since 2 different supervisors confirmed this shouldn't be happening and IT team will be the one to fix this glitch.

I recently opened FB, specifically for marketplace, and sure enough first listing was held asking for ID verification. I did it, they only asked for picture of my ID, not eveb for a selfie. Maybe 15min later my ID was listed..do they use AI for this?

This has been a nightmare, my cover (that's fully paid for) just disappeared and it's also showing wrong balance in the app.

I've first had to deal with 4 customer service agents who kept telling me I've missed cover fee payment, which I didn't, despite sending them numerous screenshots showing it's paid and current.

Once I spoke with a supervisor he quickly confirmed I'm right and it's a technical glitch. But then I was told it'll be 24h to get it fixed..nothing happened. Then 3 days and still nothing happened.

Anyone had to deal with their IT department/how long did it take them to fix an issue?

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Does anyone know what exactly is checked/verified when opening a new account and using interac verification service (connecting another bank account) to verify yourself?

Is it just name/dob/address or there's more?

A few days ago I got email that my account was closed, which was a surprise because I definitely didn't do anything wrong..and after numerous emails Koho agreed and reopened my account. I had 500 cover and 150 available but after they reopened my account cover was gone and a message says I owe 500, which is incorrect. Reason given originally was that cover payment was missed, which is incorrect because I paid cover June 9th and next one is due July 9th.

Edit: I ended up calling customer service 3 times to finally be connected with a supervisor. Still no resolution but after 78 emails back and forth it took him 5min to confirm I'm right and what I've been told by other customer service agents was wrong. So frustrating being told something repeatedly when I presented proof that's incorrect. Now I'll see how long it takes to fix this glitch..

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