Kroo Bank Ltd
Read all reviews for Kroo Bank Ltd →
Customer service is now AI only, and not very “I” either!
I have been receiving sporadic payments from a U.K. company for several years and recently I decided to get them sent to Kroo to save for a trip. I was aware the company used Hyperwallet, but there was no warning on Kroo against similar third party wallets, so I proceeded. The payment was rejected and it went back to the payer’s account, which charged me £8.50 as for their T&C. In the support chat, the Kroo agent said the payment was rejected because it came from a non UK account, and confirmed they had no issues with Hyperwallet as long as the payment was originated from a U.K. account. I took it to the company which insisted the payment came from a UK account. I gave them a different account, this bank confirming they accepted Hyperwallet but also to make sure it was a U.K. account. This time the payment went through, minus the £8.50 charge. I went back to Kroo unhappy and asking them to cover the charge, as the originating account was confirmed to be a U.K. one and nowhere on their site - as also confirmed by their customer service agent - stated that Hyperwallet was not accepted. They got back to me the next day. After a very detailed explanation of what happened, this was the (obviously automated) reply I got the next day: “Sam: Sadly, we don’t currently support international payments, but we hope to do so in the future. We also don’t accept incoming international payments or any payments originating from outside the UK. It’s worth noting that if an international payment is sent to your Kroo account in error, these funds will be returned to the beneficiary as soon as possible.” So dear “Sam”, this is why I’ll be moving my business elsewhere. Mistakes happen and can be rectified. But when there’s no will to rectify them, it makes you worried about what the next mistake might be. Stay clear! Edits following replies on here. It’s worth noting I sent my phone number as well but they never bothered calling… 1 - There. See below. They can’t even bother reading. IT. WAS. NOT. INTERNATIONAL. You bloody waste of space. Now you can all clearly see why you don’t want an account with this bank. 2 - It was a U.K. account. If it wasn’t, I wouldn’t have received it on my new account either. And I can forward you the replies from the company in question assuring me repeatedly that the originating account is most definitely a U.K. account. Evidently your system perceives Hyperwallet payments as foreign accounts. In which case, you should warn your clients against using third party services, not just foreign accounts. And most of all, stop dismissing your customers like idiots! If I take this much time to tell you it’s a U.K. account, it IS a U.K. account and you could at least properly check that your system doesn’t have an issue with third parties as it’s obviously the case here. But hey, I cleared my account and it’s all ready for closing, which I can’t find how to do from the app. So hopefully one day you’ll have a proper look and add Hyperwallet to the list of non accepted payments. Meanwhile, I’m out of here, and I definitely won’t recommend you to anyone.