Kroo Bank Ltd Reviews 11,351

I am writing to raise a complaint regarding a transaction from my Kroo account.

On 26 March 2026, I attempted to transfer £200 from my Kroo account to another account in my own name. During the process, I received a warning and subsequently chose to cancel the transaction. However, despite cancelling it, the £200 has been held by your institution since that date.

This situation has caused me considerable stress and inconvenience, as I have been unable to access my own funds for an extended period.

I would appreciate it if you could urgently investigate this matter, release the held funds, and provide a clear explanation as to why this has occurred.

I look forward to your prompt response.

Yours faithfully,
TIAGO MANUEL P. SOARES

Excellent Service Overall
From start to finish, it was seemingly easy process and quite commendable.Fantastic customer experience. Customer service support was also great

So I noticed something. I'd clicked an option to add contacts who had a Kroo bank account from my phone contacts. A useful feature actually I was a little shocked when I noticed someone their so contacted Kroo support as I had forgotten id clicked to do this. Amelia. On customer support. Was amazing. Explained everything and how if I wasn't comfortable I could turn off or delete the contact. Reassured me it was safe was very helpful. This bank in my opinion cares about it's customers and Amelia. From customer services. Listened understood and helped me I felt very at ease and reassured. Throughout the whole. Interaction.

Keep it up Kroo and thank you Amelia. For your help

Customer service

Being a client for several years, one day they blocked a payment to own account in another bank, then closed account without notice. No explanation given, complaints led nowhere. Avoid.

Fast and efficient service a breath of fresh air compared to other banks I have dealt with.

So far Ive found Kroo to be a refreshing change from my other current account bank (one of the big four).
The app is simple and works. Menus and selections are easy to find.
It simply works and has a friendly feel, quite a contrast to my other stuffy account.
I’d recommend you give this account at Kroo a go. It was easy to open. The debit card arrived within 2 days. They actually make customers feel that they want their business.

Very bad customer service and banking app will freeze your account with all your money in for no reason! Avoid at all costs

Haven't used my Kroo acount for two years. Out of the blue a DD for £750 was made against the account. Luckily not enough money in the account to cover it.
Reason for the review - Tried to contact support about a fraudulant transaction, there is no way to report fraud on the app. Customer support just pathetic Ai, still waiting for contact from an real person regarding this fraudulent transaction 2 days later... Awful ,awful company - Steer well clear.

Ignorant -wont reply when you need reply.
They will reply months later .

I wouldn't recommend

Applied for a loan and was accepted, when I try and accept the loan it will not let me confirm bank details for the direct debit. I have called 17 times, emailed 10 times and sent 30 messages on their app. Every time I am promised someone will get back to me and they never do. Complete waste of time. Have tried multiple devices and web browsers, they seem to blame everything other than themselves.

Process was extremely confusing and long winded. Ended up going elsewhere!

Very good and very satisfying

Marvelous experience

Very easy to use, clean app, and good interest on balance. Happy so far.

Haven't made a purchase yet but I know it there when I need it thank you

The worst customer service I have ever experienced from a bank. Account frozen due to an error on their side, allowed fraudulent payments to be taken despite card being frozen which took me into an unarranged overdraft. No resolution over A MONTH LATER. Outrageous.

Avoid avoid avoid. My experience with Kroo Bank was one of the most stressful situations I’ve faced.

My account was suddenly frozen and I lost access to all my money while I was simply trying to transfer funds to myself. There was no clear explanation at the time and no upfront communication, which made the situation even more difficult to understand.

As an international student living alone, this had a real impact on my day to day life. I was left without access to my own money for several days and during that time I struggled to cover basic needs like food. It’s hard to describe how stressful and unsettling that felt.

What made it worse was the lack of timely and clear support. Responses were slow, and I wasn’t given a clear timeline or reassurance while the issue was ongoing. I felt completely stuck, with no control over my own situation.

I did eventually regain access to my funds, but the damage is done and the experience left a lasting negative impression.

I would strongly encourage the bank to improve how situations like this are handled, especially when customers depend on immediate access to their money.