I opted to close my account last week. It’s like getting blood out of a stone, probably at the bottom of their list but (ironically) my first interaction with CS has been shoddy.
Was there a primary reason for closure?
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The UI/UX are basic imo, as is the security (I’ve had to take more steps to reset a Denplan password). Now Tandem are leading the way by some distance I decided to merge my emergency fund into one rather than have any payee immediately accessible via Kroo on a proportion of the fund. This customer service experience has further solidified my decision!
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Because the whole thing is a 
run by a bunch of 
?
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My account closure is now with the complaints team - no movement in 4 hours. You’d think it’s a few clicks of a mouse 
I think you’re being a bit impatient. It’s totally fair for account closure to take a few days, IMHO.
I respectfully disagree, it should be via an in app flow and if it isn’t it should be resolved at the first point of contact, imo.
Even now, they requested bank details for the interest to be paid to but instead they paid it into the account and asked me again to confirm closure (having sent the funds out or spent them). I have done this, once again the chat goes quiet. I have also been asked for my DOB 3 times to confirm the closure. It’s a poor showing.
They paid me the closing interest twice to raise or not to raise…
Keeping income you knowingly aren’t entitled to AFAIK is fraud, but YMMV on if you actually would see repercussions on that
Glass houses ? 
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Brick, actually
All sorted. I trust they will keep their word 
“I can see the duplicate payment you’re referring to.
It looks like we’ve tried to send your residual interest when trying to close your account, whilst you were also withdrawing at the same time.
No need to worry - you can keep the duplicate payment of £0.86 and there’ll be no negative impact on yourself, or your closed Kroo account.”
Not strictly true, they told me to withdraw the £0.86 before closing it, having paid it to the account (which was not a necessary step as far I can tell, as they asked for my bank details for the interest much earlier).
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86p…this whole savings account discussion in microcosm…!
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Yes, to app flow, I agree and I think there’s an FCA principle which will mandate it soon (easy to close as open, or something like that). Immediate actioning is potentially risky tho, I’d feel much happier knowing there is a human reviewing my account closure requests before they are actioned.
For reference I closed 2 TSB accounts a couple of weeks ago, requested via one of their web forms . They took 3 working days to close them at least to the point I could no longer access them. Suspect it’d be a similar time scale for most banks.
In fairness I was using the account more like a current account with monthly funds not needed after bills landing in the account before being shifted across to a cashback card to spend, hence the paltry amount. Decided it was not worth the hassle and when I want something closed I want it actioned and off my list!
To be honest, had it been a form with clearly demarcated timescales it would have been preferable. Freehand typing into a chat which is not live is a pretty basic flow. All in all it could have been a lot smoother, and even they didn’t seem comfortable with the process (hence the error advising me to move that interest out lol)
What could go wrong, eh?
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I can imagine someone applying for a Loan and then Kroo freeze their account and ask where the funds came from tbh, I would not put it past me haha
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