Just had a push notification from Kroo this evening ;
Payments into Kroo are currently delayed.
Rest assured your funds are safe and our team is working hard to credit payments to your account as soon as possible.
We are sorry for any inconvenience this is causing.
Team Kroo
Iâve received Krooâs final position regarding the complaint I raised about my salary being held under review every month and the lack of contact in the app chat dating from April which only got replied to a few weeks ago.
Dear Ryan,
Your complaint about Kroo Bank Ltd
Thank you for your recent communication, which we received on 27 June 2023.
Iâm writing to let you know that weâve completed our review and this is our Final Response. Thank you for your patience during this time.
Our final response: We are not upholding your complaint.
Your complaint points:
Our Findings:
Upon review, we note that you called our Customer Services on 27 June to raise a complaint that every salary payment from your employer is placed under review. You asked that we investigate the reasons this continues to occur.
We can see that the following payments received from âxxxâ were placed under review:
Our Response:
We would like to apologise for any inconvenience caused due to the timescales involved in salary payments. However, we believe the length of time taken was in line with industry standards. As a responsible financial services provider, we are required to review both inbound and outbound transactions to ensure we are adhering to our regulatory requirements.
We understand that not having access to your funds has caused you distress. However, as per the Terms and Conditions, you agreed to when you registered for the account, we are permitted to prevent transactions from taking place at any time. Please see the relevant terms below:
19.7. (âŠ) âWe can freeze or restrict your account for any of the reasons listed in Condition 19.6. In addition we can freeze your account or prevent a particular transaction from taking place if any of the following apply:
We understand that your experience was frustrating as you explained that you have been disappointed with the lack of responses provided in-app. However, your payments were credited into your account within our 1 working day timescale. We cannot confirm if any of your future salary payments will not be held for review, so kindly bear this in mind. Please rest assured that we will provide feedback to the relevant department regarding your experience.
As a gesture of goodwill, to recognise the inconvenience this has caused to you, we will be crediting your account with ÂŁ25.
In light of the above, we are unable to uphold your complaint .
Our full Terms and Conditions can be found below:
Terms and Conditions for Personal Current Account
We now consider the matter to be fully resolved. However, should you remain unhappy with our response we would welcome the opportunity to reconsider your concerns.
We are committed to ensuring all complaints are fully and fairly addressed and we hope this response adequately addresses your concerns.
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge â but you must do so within six months of the date of this letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was a result of exceptional circumstances.
Not a great response. Whatâs the point in a bank if the most important incoming payment you receive every month gets blocked each time? I still donât understand how theyâd need to keep reviewing it, as if their previous reviews werenât sufficient. Unless youâre being paid by a company in the Cayman Islands I canât see how it could be continuously suspicious.
Blimey, I understand the terms part, but the level of goodwill is a slap in the face.
Maybe Iâm generous, but given the level of inconvenience Iâd have gone ÂŁ25 per occasion as a minimum.
A talk with your feet scenario here.
Thank goodness I chose to never go past the authentication stage with KrPoo.
Of those quoted Tâs & Câs - only the last stated point (âIn our reasonable discretion any other valid reason applies.â) seems to be potentially-valid in this case - and thatâs a crap get-out-of-jail-free disclaimer in itself. Unless youâre a drug-smuggling eBay Crypto Whale whoâs let someone else use your account to buy arms for a paintballing session at a particular Scottish golf course occupied by red baseball hat wearing supporters.
Krunch time to deal with a Krock of $h1t - gotta be Ombudsman. But while you have 6 months to file, do it now. In 6 months Kroo might be Throo
Doo it
They have completely ignored the points I even made regarding the total lack of support - took until July for a reply from a ticket raised in April. They also didnât address the fact that payments were failed because of the pending checks and the impact a missed payment had on my credit file.
They also put my employers name in â just like they did with âVodafoneâ when I raised the last complaint.
They must honestly see my name and think here we go again.
I genuinely want/ed them to do well, I really really did and gave them the benefit of the doubt time and time again but the experience has been far short of acceptable.
What a joke response from them. Absolutely take them to the ombudsman and please let us know how you get on.
One of the many reasons I donât and wonât bank them. Unreal.
Hereâs a tip with the Ombudsman. They can throw terms and conditions around but if they have not treated you fairly. They have failed to meet their financial conduct licensing terms which is a shortfall in itself but also something that they will be penalised for.
Where you can prove that they have treated you unfairly. Their terms and conditions can not be used as a tool to defend that.
Ombudsman is definitely the way to go.
Yet another bank that ignores all the points raised and tries to hide behind terms and conditions by flooding the email with those instead of identifying which one they are referring to.
I had same with Lebara, but on a completely different, lower, level than Ryanâs experience.
My income arrives on the 1st and DDs out on the 1st, so good job I donât bank with Kroo for my main monthly budgeting function. I rely on Monzo for that, and been let down just once in six years 
Iâll repeat my self: very glad I closed my KrPoo* before it became a bank
*a credit to @davidwalton for an improved & very accurate bank name 
Complaint lodged with the Ombudsman this morning. I will of course keep you all updated on the outcome.
I am still awaiting an outcome to the previous issues regarding the failed direct debits and the âtechnical issuesâ that they again used the Ts and Cs to hide behind.
And itâs âKrPooâ ; donât forget the inverted commas 
I have had a small (but not tiny) balance at Kroo since December 2022, and was waiting to see if it improved. After reading their pathetic and tardy response to your issue, I have withdrawn it immediately.
What this type of joker fails to take into account is the existence of forums (sic) like this, word of mouth and the ripple/butterfly effect.
Thanks for keeping me/us informed.
Kroo did actually remove mine come to think of it!
Thatâs normal for most companies. Usually when you click the link it just asks for details so they can prove your a Kroo Customer. Itâs a way of businesses deleting baseless reviews.
Iâm not sure if itâs linked to outside factors but what used to happen is when something bad about a business gets posted in the press or on social media. People would flood to review sites to slate them for what they did. This policy was the brought in to prevent that.
Thatâs actually a fair point now Iâve reflected on it 
Itâs a hunch. Not definitely the case but it happens a lot. Itâs just to make the review platform genuine and so we know when we look at it that the people reviewing the product have actually been a customer.
Youâre review will stay. Negative or positive as long as you havenât named a staff member or said something that trustpilot would deem is against their policies.
Itâs fustrating getting the email because it doesnât explain that itâs not Kroo trying to silence you. Which is ashame. I think it could be worded better.
Hopefully they might reply to you with something positive (bit far fetched but you never know) 
My ombudsman response for the failed Direct Debits and lack of in-app responses is in ;
Complainant (C) complained to Kroo Bank Ltd (B) following multiple instances of poor
customer service. C is unhappy with the length of time B takes to respond to chat
messages, delays in credits being applied to the account and an issue with new direct
debits. B upheld the complaint and paid ÂŁ90 to recognise the inconvenient caused.
The Outcome
Having carefully considered the circumstances of this complaint, Iâm of the opinion B has
fairly responded to this complaint. And as such, I donât recommend they take further action. B has acknowledged there were delays in responding to Câs communications and that there was an error with the communication of direct debits. Whilst there was a delay in applying Câs wages, Iâm satisfied the reason for this is justifiable.
The Key Points
C has complained about the poor service heâs received from B. Thereâs been repeated instances where B wouldnât respond to Câs messages within their expected timescales. B hasnât disputed this and has acknowledged the inconvenience caused.
C explained there were several payments which hadnât been applied to his account on time and as expected. C confirmed one of these payments were held by his remitting bank for further checks, so this wouldnât be an error by B. Regarding Câs wages, B held the payment whilst they conducted a review. Like all regulated financial institutions, B is expected to take appropriate measures from time to time to verify transactions. And this is whatâs happened here. Once B completed their review, the transaction was applied to Câs account. Iâm satisfied B completed their review within a timely manner, so I donât agree this is an error that needs addressing.
C complained that several direct debits werenât processed on the date heâd been informed by B. B have acknowledged there was a system error which caused incorrect dates to be communicated to their customers. Iâve thought about this aspect carefully as to whether B needs to take further action here. But ultimately, Iâm satisfied Bâs response to the complaint fairly addresses the situation overall.
So in short, the ombudsman has fully sided with Kroo and feels their level of service and experience is satisfactory.
Very bizarre but doesnât surprise me when it comes to the FOS. They have definitely not taken into account your experience at all. The best thing to do in this case is just to part ways with Kroo. Leave a review on TrustPilot and never look back.
Marked Safe from KrPoo Bank (Closed my account)