EXTREMELY UNCOMFORTABLE AND DISAPPOINTING EXPERIENCES.
1 star
My experience with Kroo has been extremely disappointing.
I have been a customer since 2024, and I have never experienced this level of difficulty with a bank. I also have accounts with other UK banks, including HSBC and Revolut, and I have never been put through anything like this.
I made a transfer involving my own funds, and Kroo subsequently restricted the account and cancelled the payment. What makes this even more frustrating is that I was able to transfer £11 to the same account on the same day, yet a £200 payment was restricted. I was then left without a clear timeframe for when I would regain access to my money.
These were not insignificant circumstances for me. The money was needed while my grandfather was seriously ill in hospital in Africa. Tragically, he has since passed away. Having to deal with uncertainty over access to my own money during an already devastating period caused me significant additional stress.
I understand that banks have regulatory obligations and may need to conduct reviews. However, customers also deserve clear communication, reasonable treatment and proper consideration of the impact that restricting access to their funds can have.
I have formally requested the return of my money and compensation for the distress and inconvenience caused. Once this matter is resolved, I intend to close my account permanently.
Based on my personal experience, I would strongly encourage anyone considering opening an account with Kroo to research how the bank handles account reviews and restricted funds before making a decision.
For me, the experience has completely destroyed my confidence in the bank. I would not choose to bank with Kroo again.
My experience with Kroo has been extremely disappointing.
I have been a customer since 2024, and I have never experienced this level of difficulty with a bank. I also have accounts with other UK banks, including HSBC and Revolut, and I have never been put through anything like this.
I made a transfer involving my own funds, and Kroo subsequently restricted the account and cancelled the payment. What makes this even more frustrating is that I was able to transfer £11 to the same account on the same day, yet a £200 payment was restricted. I was then left without a clear timeframe for when I would regain access to my money.
These were not insignificant circumstances for me. The money was needed while my grandfather was seriously ill in hospital in Africa. Tragically, he has since passed away. Having to deal with uncertainty over access to my own money during an already devastating period caused me significant additional stress.
I understand that banks have regulatory obligations and may need to conduct reviews. However, customers also deserve clear communication, reasonable treatment and proper consideration of the impact that restricting access to their funds can have.
I have formally requested the return of my money and compensation for the distress and inconvenience caused. Once this matter is resolved, I intend to close my account permanently.
Based on my personal experience, I would strongly encourage anyone considering opening an account with Kroo to research how the bank handles account reviews and restricted funds before making a decision.
For me, the experience has completely destroyed my confidence in the bank. I would not choose to bank with Kroo again.
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THIEVES!
I’d recommend staying away from them. I received 1p from a payment payment platform similar to PayPal, so they can confirm for security reasons this is my account. When that 1p came through Kroo blocked my account instead asking who this person is, when they can see themselves it was an establish company. They asked for tons of proofs & screenshots which I happily provided them with & yet no response from them. All over 1p my account has been restricted. Then they go on to start questioning me over random transactions in my account as a delay tactic, which I also happily answered, yet no response.
I pleaded them to let me use my card as an emergency to pay for my petrol as I was out & stranded which they ignored again & I’m still waiting on a response on the app.
To EVERYONE READING THIS, if they reply back with “oh sorry this happened, contact us on the app”, ignore them showing fake care in public to save face. They ignore you on the app once they have your money & don’t care if your everyday life becomes hell. Check all the other reviews they got. Same stories. I will be filing a case with the financial ombudsman soon.
I pleaded them to let me use my card as an emergency to pay for my petrol as I was out & stranded which they ignored again & I’m still waiting on a response on the app.
To EVERYONE READING THIS, if they reply back with “oh sorry this happened, contact us on the app”, ignore them showing fake care in public to save face. They ignore you on the app once they have your money & don’t care if your everyday life becomes hell. Check all the other reviews they got. Same stories. I will be filing a case with the financial ombudsman soon.
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TERRIBLE SERVICE!
I’d recommend staying away from them. I received 1p from a payment payment platform similar to PayPal, so they can confirm for security reasons this is my account. When that 1p came through Kroo blocked my account instead asking who this person is, when they can see themselves it was an establish company. They asked for tons of proofs & screenshots which I happily provided them with & yet no response from them. All over 1p my account has been restricted. Then they go on to start questioning me over random transactions in my account as a delay tactic, which I also happily answered, yet no response.
I pleaded them to let me use my card as an emergency to pay for my petrol as I was out & stranded which they ignored again & I’m still waiting on a response on the app.
To EVERYONE READING THIS, if they reply back with “oh sorry this happened, contact us on the app”, ignore them showing fake care in public to save face. They ignore you on the app once they have your money & don’t care if your everyday life becomes hell. Check all the other reviews they got. Same stories. I will be filing a case with the financial ombudsman soon.
I pleaded them to let me use my card as an emergency to pay for my petrol as I was out & stranded which they ignored again & I’m still waiting on a response on the app.
To EVERYONE READING THIS, if they reply back with “oh sorry this happened, contact us on the app”, ignore them showing fake care in public to save face. They ignore you on the app once they have your money & don’t care if your everyday life becomes hell. Check all the other reviews they got. Same stories. I will be filing a case with the financial ombudsman soon.
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A terrible bank. I do not recommend
These people blocked my urgent funds — £400 from a normal transfer. I urgently needed this money for a power of attorney, so my husband could take the children on holiday, because I suffer from cancer and, due to my treatment, I cannot have the children staying with me.
They blocked my funds without considering my situation and kept asking me for more and more details that had nothing to do with the reality of the situation. I confirmed that the money came from legal sources, including explaining that I had also received money from Vinted.
An employee named Camilla was not able to reopen my funds. She kept asking for more details without resolving the issue. Later, she transferred me to another person who was supposed to be able to unblock the funds.
After all this, I received a message saying that the account was being used as a business account, even though it is used for personal purchases and everyday expenses.
I do not recommend this bank under any circumstances. I am extremely disappointed with the way I was treated and with the lack of help I received during such an urgent and difficult situation.
They blocked my funds without considering my situation and kept asking me for more and more details that had nothing to do with the reality of the situation. I confirmed that the money came from legal sources, including explaining that I had also received money from Vinted.
An employee named Camilla was not able to reopen my funds. She kept asking for more details without resolving the issue. Later, she transferred me to another person who was supposed to be able to unblock the funds.
After all this, I received a message saying that the account was being used as a business account, even though it is used for personal purchases and everyday expenses.
I do not recommend this bank under any circumstances. I am extremely disappointed with the way I was treated and with the lack of help I received during such an urgent and difficult situation.
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Trusted Bank
A bank with a very good, fast, and secured service. Highly recommend.
