KROO

ecd2

The application process gets you to upload an ID document and then provide a "selfie".  I know nothing about their systems, but I suspect that they use an automated face recognition system to check that the images match up.  In my case it said "we are not able to offer you an account", but with no further explanation.

Imaginary Kroo hotshot executive: "We can save a bundle on staff by using AI to answer all those annoying customer service queries"

Result:

Hello,
I tried to open a current account via the app but the process failed.  I think it most likely that the automated face recognition failed because the photo on my driving license is old and poor quality and unfortunately these days I am also old and poor quality….  

The app won’t let me repeat the application with a better form of ID.  Is it possible that you could reset the half-completed account to let me start again?

Many thanks, Me
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Dear Me, 

We've conducted a detailed review of your application using a variety of information sources. We're sorry to inform you that we are not able to offer you an account. For more information on why we may decline an application or the checks we carry out, please see our Terms & Conditions.

Naz — Onboarding Team
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Hello Naz
Thanks for the response.  This is a very surprising outcome.  Please can you explain which check failed so that I can investigate and try to avoid this happening again?
Thanks, Me
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Hi Me, 
 
We understand that you may want further information on why your application wasn't successful.
 
This decision was based on a review of all the information provided as part of your application. This is in line with our Terms & Conditions. We also use credit reference and fraud prevention agencies when reviewing applications and accounts, this is also in our T&Cs.
Naz — Onboarding Team
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Hello Naz
Are you a human?
Your responses simply repeat the question and copy-paste generic information that is already available on your website; this seems characteristic of a basic automated system.  If this is the case, please could you escalate this query to a human who can properly address the question of why my application was refused.
Thanks, Me
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Hi Me, 
 
We understand that you may want further information on why your application wasn't successful.
 
This decision was based on a review of all the information provided as part of your application. This is in line with our Terms & Conditions. We also use credit reference and fraud prevention agencies when reviewing applications and accounts, this is also in our T&Cs.
Naz — Onboarding Team

On reflection I think I'll put my money somewhere else.