Kroo Bank Chat

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675

So nice finally had a reply to my message from 27th April about my wage being held in April and then replied to it again in May when the same had happened (and asked for the date of birth of the sender lol)

Thanks for getting in touch.

Please accept my apologies for the delayed reply - we’re currently experiencing a large influx of messages from our customers and we’re not always able to reply as quickly as we would like to.

I’m not too sure why this has happened so I’ve raised this chat for further investigation regarding why exactly it’s taken so long for you to receive a reply in regards to your query. I appreciate this doesn’t change the service you’ve received on this occasion, but rest assured this is not the service levels we aim for!

I’ve had a review of your query, and as a responsible Debit Card provider, we are required to review both inbound and outbound transactions. For this reason, from time to time, we may ask for further information.

Rest assured, payments are usually reviewed and processed within one working day.

I appreciate you’ve highlighted the fact that your wage payments keep getting flagged for review. Unfortunately, should a payment be flagged for review then the payment cannot be released until the review has been completed. As the system is automated, we cannot stop payments from undergoing reviews.

Should this occur on every wage payment you have coming in, then I’d recommend to keep the details to hand to quickly resolve any potential payment review.

In addition to this, I have now raised this to the relevant team to look into what improvements we may be able to incorporate to this system moving forward.

I appreciate your patience and understanding in this matter.

Should you have any further questions, please let me know.

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676

They aren’t a debit card provider, they’re a bank.

Very poor, and hats off to you for keeping with it.

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677

Yeah the reply is just awful.
Doesn’t really address any of the points at all but I’m seeing it out to resolution of some sort at least.

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679

It’s the asking for the date of birth of the company paying you that gets me. As it happens I actually know that but are they going to accept that a six year old is sending me thousands of pounds?

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681

Nationwide isn’t a bank.

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682

I think his point is and to use your example Nationwide would say they were a building society not a debit card provider.

Either that or I’ve totally misunderstood your post which is possible.

In regards to payment holds there’s really no excuse here. Fair enough block it the first time if it’s a particularly large payment but if it’s the same amount on the same date there’s no excuse to say “for checks”.

Sounds like their payment process systems just aren’t up to speed to be honest.

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683

Nationwide has just described itself as a debit card provider though. It literally said that.

@Ryan1992 If you’re here, and you know about banks like Monzo and Starling, why are you even fancying about with Nationwide?

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684

Isn’t this the Kroo thread?

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686

Kroo are the ones who described themselves as a debit card provider

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687

I know, I’m talking about Kroo :sweat_smile:

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688

Why on earth did I think that was about Nationwide? Sunstroke, probs. Sorry all.

Well done @Ryan1992 for persevering with Kroo!

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689

Wear sunscreen!

Ah it’s all good we’ve all been there.

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690

I don’t use them as my bank account any longer after I gave them chance after chance.

Just seeing the complaint through to the end which is taking a lifetime (not surprised though!)

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691

Partner opened his Kroo account at lunch today, space of 30 mins for application to adding funds. No issues at all.

Utilising the 4.1% instant access.

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692

Not until Saturday, he isn’t :rofl:

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693

He’s not fussed, only just pulled money out of premium bonds to do it.

Explained about Chip but he wasn’t keen on the open banking stuff. Me and him are other ends of the scale about banking obsession.

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695

Ano.

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698

Yup. Zero issues.

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700

It’s dormant for me, seems to lack on the tech front, no savings or Pots type functionality which is key for me.

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703

1st

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