I strongly advise against using Kroo Bank after a shocking experience with fraud and their complete failure to deal with it properly.
On 13 August 2025, I received a notification for a fraudulent £9.99 transaction to PureGym in Leeds. At the time, I was abroad (and can prove it) and have never been to Leeds or used PureGym. Immediately after, I received a phone call from someone claiming to be from Kroo’s fraud department who already knew my full name, address, phone number, and email, and had real-time knowledge of my transaction. This is not typical card fraud – it suggests a serious security breach.
I froze my card and reported it straight away. Kroo’s response has been appalling. They claimed they were “unable to confirm” if the transaction was fraudulent – despite the fact I was out of the country and could not possibly have made it. They denied any security breach without providing a shred of evidence. They also contradicted themselves by saying their investigation is still “ongoing” while at the same time issuing a final response dismissing my complaint. Their only “solution” was to cancel my card, leaving me stranded abroad without access to funds.
The amount involved may have been small, but the principle and the handling of it is shocking. If fraudsters can obtain all my personal details and Kroo simply shrugs it off, how can any customer feel safe banking with them? I am now escalating this to the Financial Ombudsman Service.
Think very carefully before trusting Kroo with your money or personal information. If this is how they treat a clear case of fraud and a potential data breach, I dread to imagine what would happen in a more serious case.
