Kroo Bank Ltd Bewertungen 11 364

My recent experience with Kroo has been so frustrating that it needs to be said.

Three of my transactions were suddenly placed under review — despite the fact that I had already notified them about two in advance, and clearly explained all three when asked. Yet somehow, this “fintech bank” doesn’t even have the basic capability to log or apply that information in a way that prevents unnecessary disruption. What’s the point of asking customers for details if you’re just going to ignore them?

The result? Payments delayed for no good reason, leaving me stuck waiting while they “review” perfectly legitimate activity.

Customer service was no better — slow, unhelpful, and seemingly reliant on bots that just repeat generic responses rather than actually resolving anything. Hours wasted going in circles with no real support.

I’ve now stopped banking with Kroo entirely. The level of service is honestly appalling, especially for a company that markets itself as modern and customer-focused.

If you’re happy having your transactions randomly frozen and spending hours dealing with ineffective support, then this might be the bank for you. Otherwise, I’d strongly recommend looking elsewhere.

UPDATE FOLLOWING KROO’S REPLY:

Their reply is a generic, compliance-style message that doesn’t address the issues I raised. I also received a final response letter which said much the same, without properly resolving the concerns.

I have now escalated this to the Financial Ombudsman. If you’ve experienced similar issues, I strongly encourage you to raise a complaint and take it to the Ombudsman if you’re not satisfied.

DON'T USE THEM
KEEP AN EYE ON YOUR MONEY IN YOUR ACCOUNT

Excellent service, everything was explained in simple terms, very helpful staff

I have been a Kroo customer for a good few years and what I experienced this weekend was completely unacceptable.
I was suddenly locked out of my account when the app stopped allowing biometric login and forced me to enter my email and password. Despite resetting my password multiple times, reinstalling the app, restarting my phone and other troubleshooting actions, I was still unable to access my account at any point.
This meant I had no access to my own money.
I then spent nearly 40 minutes on the phone Monday morning with customer support, who were also unable to resolve the issue. Despite this, I later received an email stating the issue had been “resolved,” which was simply not true.
At that point, after hours of effort and no resolution, I felt I had no choice but to close both my current account and ISA just to end the situation.
Even after closing the accounts, I then had to chase to have my remaining balance returned ( still awaiting it to hit my bank account), despite being told it would be transferred the same day.
This entire experience was unnecessarily stressful, poorly handled and showed a complete lack of joined-up support. A customer should not have to go through multiple resets, verification checks and a lengthy phone call, only to be left without access to their account and then incorrectly told the issue was resolved.
Given the time, inconvenience and distress caused, I believe appropriate compensation is warranted and I have raised this as part of a formal complaint.
I would strongly urge Kroo to review how these situations are handled, as this level of service is unacceptable for a banking provider.

Very easy to set up a new account.

It is very very helpful

I have been using Kroo for the last 2 years. Very impressed by its simplicity. Easy to use app, good features and they give you an interest on your current account.

Really quick and easy to get a loan. The app is well designed but can be a little slow to load compared to Starling. Overall, very good though.

Told me online pre approved for a loan, then once I opened an account, changed mind and said no

Quick and easy process. highly recomended👍

I'm finding using Kroo Bank to be excellent, wish I'd found them years ago

The process of opening an account was straightforward and clear for each step.

Amazing and easy also great support

Perfect bank so far if keeps going good will be making it my main bank

A fantastic loan approved with a great interest rate.

I’ve had an extremely disappointing and harrowing experience with Kroo Bank and would strongly advise against opening an account with them.

Without clear warning, my account was suddenly frozen and then closed. Reading other reviews this happens a lot, to normal people with no reason.

During this time I had very limited communication from Kroo about what was happening or how long it would take to resolve. The customer service team could give me no information. This created a huge amount of uncertainty and stress, particularly as the bank had all my money including savings, which were also frozen.

The biggest issue this has caused since was with my ISA. Because the account was frozen and then closed and the funds transferred to another bank I lost the ISA allowance and have lost interest earned as a result. As they did not follow the ISA transfer procedure I could not put the money in another ISA account as it was over the threshold.

Customer support was painful and not at all helpful in explaining the situation or offering solutions. For a digital bank that markets itself as modern and customer-focused, the lack of transparency and responsiveness was awful. I had to continually email them to emphasise the hardship it caused.

I have never experienced this with other banks. I only used the account for everyday spending so why it was frozen is a mystery. Freezing and closing accounts without proper communication can have serious knock-on effects for customers’ finances, as it did in my case. Avoid Kroo if you value peace of mind with your money.