Kroo bank discussion

benjimoron_2

MSE_ForumTeam5 said:

Hello - this page has details of the special email address for voucher-related queries arising from MSE blagged deals:
https://help.moneysavingexpert.com/hc/en-us/articles/360000212847-Not-got-your-MSE-Blagged-broadband-phone-TV-voucher  - if the stated time period has passed, then please drop our team an email so they can try and help things along.

Well that was a complete waste of time, collated all the details for them and wrote an email to which they said it's nothing to do with them, contact Kroo! Thanks...

Organist

Received my Amazon voucher after 37 days

benjimoron_2

Organist said:

Received my Amazon voucher after 37 days

Glad someone got it, they're ignoring me now. Seems they usually reply within a few hours or maybe the next day, over a week with no response suggests they aren't too keen to pay up!

benjimoron_2

benjimoron_2 said:

Organist said:

Received my Amazon voucher after 37 days

Glad someone got it, they're ignoring me now. Seems they usually reply within a few hours or maybe the next day, over a week with no response suggests they aren't too keen to pay up!

Maybe they're reading this! I got a reply shortly after this, claiming that the voucher has been sent (it hasn't) and that I should wait another 7 days to see if it turns up (as if emails take 7 days to arrive!).

benjimoron_2

benjimoron_2 said:

benjimoron_2 said:

Organist said:

Received my Amazon voucher after 37 days

Glad someone got it, they're ignoring me now. Seems they usually reply within a few hours or maybe the next day, over a week with no response suggests they aren't too keen to pay up!

Maybe they're reading this! I got a reply shortly after this, claiming that the voucher has been sent (it hasn't) and that I should wait another 7 days to see if it turns up (as if emails take 7 days to arrive!).

Well they have paid up at last, date & time on the email after when they had said it had already been sent of course. 

It seems a daily email reminder that they hadn't paid was enough to encourage them into action!

leedsone

Never got my voucher 70 days on despite multiple contacts with Kroo and Giftcloud. Makes me wonder if they can be trusted as a bank.

unprinted

Still waiting for mine, but it is possible that blocking assorted cookies mean that it didn't appear as an eligible application.

While this has reminded me to chase it, I am happy with Kroo - it was the repository for my spare cash, with money transferred as and when needed to the accounts I use for bills and shopping right up to the point where Santander offered an instant access account with higher interest for the next year. When that period ends, it's extremely likely to go back to Kroo.

benjimoron_2

Worth a complaint if you're still waiting. I kept sending the same email over and again with an extra day added on each time and they paid up after a while of that. I followed it up complaining that it arrived late and they've sent me £15 today, presumably because of this. I say presumably as they didn't reply to my email, which I would have thought they'd have done at the same time if they were going to at all.

SSILVERSURFER

I am having the most horrendous time with Kroo bank Ltd.

I opened an account with them at the beginning of this year as the interest rate was slightly better than that of Chase. What a mistake that was! Chase actually called me when I was making the transfer to ask if I was certain the bank was secure. I wish I had taken heed!
Only 3 weeks later £13,698.34 was gone. Stolen by a hacker. The hacker had successfully signed into my email address and then using the forgot password on the banking app (user name is the same as the email address), a link was sent to my email to change the password. It was that simple!
20 minutes after my account password was changed by the hacker, Kroo sat and watched 16 debit transactions from my account without a single question or security alert. To make matters worse, these were not standard transactions, they were to an account fraudulently set-up in my name, and a whole wrath of weird financial institutes around the globe. There were reversed transactions, cancelled and returned transactions. There was even a message (as I later discovered) from the hacker to Kroo chat, asking whether a transaction could be stopped. Considering I had only deposited money into the account since opening, and made 2 transactions for 85p and £5 odd to get my £10 joining incentive, I find this extremely irresponsible.

Since then (20th Jan), my time dealing with Kroo has been quite a journey (so far). There has been no support what-so-ever, no next steps, nothing. I complained to Kroo the very next day. The complaints team replied back to say they would respond no later than the 9th Feb. I was not at all surprised when they missed the deadline considering that the lack of communication from them was a part of that initial complaint. Oh, the irony. They did of course reply when I reminded them they had missed their deadline, only to say 'my complaint was being investigated and they would reply no later than the 9th March'! I don't think anyone at Kroo Complaints (when they plucked this date from the air) bothered to check if the 9th March was a working day or not.

Since the hack, I have been providing a wrath of evidence to Kroo such as log-in activity, sign-in attempts, time-lines, emails etc. to really 'prove' my innocence. I still have no idea if my money will be returned, or not. The only messages I receive are, 'we are looking into the matter. We will get back to you soon'.

On the 5th Feb, I did receive some rather good news from Kroo to say they would be returning my money 'soon'.
Since them I have emailed several times to ask by when my money would be returned. The only response I have received is 'the investigation is on-going. We will respond soon'. Talk about mental abuse! When I remind them they have already completed their investigation and have told me my money will be received 'soon', I get no response or the obligatory, 'we will respond soon'.

This is severe mental torture, and whilst I go out of my mind not knowing whether my money will be returned or not, Kroo do not even have the decency to let me know what is going on, or even respond to a complaint by their own deadline.
Insistent on speaking with a manger yesterday, I was told I would get a call back that evening. It never happened. There is something seriously wrong at Kroo Bank!

I've never had a penny stolen from any organisation I have banked with before, in my life.
3 weeks after opening an account with Kroo, it seems I am having to fight to get my stolen money back, whilst Kroo are blissfully unaware of the severe mental stress this torrid affair is having on me.

All I want is to get my money returned: So I can run from Kroo as fast as I can!

flaneurs_lobster

Do you not think that perhaps you have some responsibility here since you failed to adequately secure your email account?