Kroo Bank Ltd Bewertungen 11’364

Don’t fall for Kroos “We’ll look into this” phoney replies at the end of negative customer reviews. For around 4 months customer services blanked me on their app, a full formal complaint process answered nothing, and the final communication didn’t even state why they froze my funds for 4 months or why they are closing the account down. Here is their reply to my last negative review “Hi, We're sorry to hear that. We're keen to look into this for you - please get in touch with our Customer Service team in-app where the team will get back to you as soon as possible. Many thanks. Team Kroo”. What a bunch of phoneys!

I was offered a pre-approved personal loan and received the APR and full details by email. I was then told I had to open a current account and apply through that account. After going through this process, my loan application was declined, leaving me with a current account I didn’t need. This was a waste of time and misleading. I would not recommend this company.

Easy set up and card arrived quickly

This is the fastest and easiest thing i ever done. I am very satisfied with everything.

Great Customer Support. Very easy process.

The user interface and customer engagement is the worst I've ever experienced. I had an account for 24hrs and decided to close it before depositing a single penny.

Issues:

1. Insistence on biometric ID.
I get my nails done regularly and they're often different lengths week to week - this changes the angle I can hold my finger down on the sensor. I know from experience that my fingerprint often isn't recognised, so, for personal convenience, I don't like to use it. I have also been drugged on a night out in the past - luckily, I had friends to get me home but, if something similar happened in future, I would much rather have no biometrics enabled on my phone as I don't want anyone to be able to access my accounts while I'm unconscious. I think it is much safer to rely on a PIN and I'm extremely unhappy this was not an option for the Kroo app.

2. Customer engagement and support
When raising the above I was told by the AI chatbot that disabling biometrics was not possible. When trying to close my account, I discovered a button to toggle off fingerprint ID! So that advice was misleading. Then, when continuing to try to close my account, the bot ascertained there was no money in my account, no interest accrued, no pending transactions - it would not progress the account closure before confirming these facts. But it still went on to demand the details of another current account, "so we can transfer any interest which may have accrued". This is a naked attempt to get data on which of Kroo's competitors I use. I refused to give it and was told I needed to wait for the Support Team to respond before they would close my account. Presumably that won't be speedy.

The poor quality of the app and support mean it is absolutely not worth the 0.1% additional interest I would have earned with Kroo. Avoid this app if you value your time and sanity.

Appalling experience. Customer for 2.5 years and always in credit, regular payments in . . state pension paid in, balance of circa £55K . . Went to pay and Amex bill for medical treatment and they blocked he payment, saying suspicious or fraudulent. Did not ask any questions or request any supporting evidence, then after 7 full days of being blocked they closed the account and then another 7 days before received my funds. Memo to myself . . . never use a small challenger bank again if you want to mak withdrawals of over £5000

I’m unfortunately adding my experience to the many other reviews from customers left without access to their own money.

A substantial payment of mine has been withheld, and the communication from Kroo has been vague, slow, and incredibly frustrating. I spent 30 minutes on the phone only to be told there is “nothing they can do” and that the team responsible doesn’t even have a phone line. Being repeatedly told something is “with a team” — with no timeframe, explanation, or accountability — is not acceptable when customers are left out of pocket.

I fully understand banks have checks and processes, but the lack of transparency and urgency is the real issue. The responses feel like deflection rather than support, and the overall handling has been far below what I would expect from a bank holding people’s money.

In response to any reply from Kroo here: I’m sure you will say you are “looking into my case,” but the manner and speed at which this has been handled so far has been shocking.

I have already advised friends I know who bank with Kroo to consider withdrawing their remaining funds as a precaution, because this experience has seriously damaged my trust. At the moment, it simply doesn’t feel like a bank that customers can rely on when something goes wrong.

I will update this review when my funds have been returned.

This is by far the most disappointing bank I have ever dealt with. The customer service team seems uninterested in assisting anyone, and if possible, I would rate them -10 stars. My experience has been extremely frustrating, as my account has repeatedly been put under review for transactions worth only a few pounds, even though I provided all the requested documents.

It was straightforward and well explained.

Kroo has withheld £1,462.80 of my own money under “review” with no valid explanation, despite me providing every single document and piece of information they asked for. My funds are effectively being held hostage, and there is no timeline, no accountability, and no real communication.

What’s even more alarming is that I’m not alone. There is an entire Facebook group called “Kroo Bank Account Problems” showing how widespread this issue is, with many people having far more money frozen for months. Some cases have even gone to the Financial Ombudsman, where Kroo was reportedly told to return the funds — and still didn’t respond or release the money, even after the deadline. That is shocking behaviour for any licensed bank.

My own case will also be heading to the Financial Ombudsman, because Kroo clearly does not resolve complaints properly or treat customers fairly.

This is the first time in my life I’ve ever experienced anything like this with a bank. You trust a bank with your salary, bills, rent, and daily living — and then suddenly you can’t access your own money, with no urgency from their side. That is not just bad service, it’s financially dangerous for customers.

Until this is resolved, I will be actively telling friends and family who use Kroo to move their money elsewhere and boycott this bank, also to write about their experience here until Kroo can be stopped, because no one should risk being left without access to their own funds for weeks or months.

If you’re considering Kroo: don’t. It may seem fine until the day they decide to “review” your account and you’re left stuck, stressed, and ignored. I would strongly advise choosing a bank that actually respects and protects its customers.

Kroo, if you’re reading this — release my money and resolve this properly instead of forcing customers to go through regulators and public complaints to be heard.

Great feedback, constant communication. Quick responses.

Great product. Easy onboarding. Like the simplicity of the app. Interest on a current account is a great feature.

Easy to apply simple questions
Quick answers

They used to be good, then the app got slower and slower. Now Faster Payments don't go through and the support team no longer answers messages, which makes me wonder whether they have a cash reserve problem.

My first payments went through without any problems, so I am very happy at present.

Stay well clear!
Applied for a loan through a third party and the following day Kroo accepted the current account application and loan funds paid. Within 12 hours the account was frozen without any access to the loan funds. It has now been 10 days with no update and still no access to account or funds. The support offers no support or help, and instead just repeats a standard reply whenever I ask for an update.
I am also unable to withdraw from the loan or close the account while it is frozen and in review.
Considering the account was opened less than 12 hours with virtually no transactions I can’t see why the review is taking so long or they are unable to provide an update.
I would stay well clear and go elsewhere

Update: they have now closed the account and are still charging interest on a loan that I had access to for less than 12 hours! Stay well clear of this company - I’ll be complaining through the FOS and FCA. Your money is not safe with Kroo

Fast helpful service and easy to use

Easy to use great service would borrow again from this company

Very good service Very helpful and very nice 👍