Fraud and scam information.

I’ve been the victim of APP fraud, how can you help me?

Adam
Adam
  • Updated

Contact Kroo immediately if you have lost money in an APP fraud.

From the 7th October 2024, we have a dedicated in-app flow for reporting scam claims. This is a quick and simple way to report a scam claim and gives us the maximum opportunity to retrieve your funds. 

  1. Go to the 'Home' tab in your Kroo app
  2. Find the transaction in question in your transaction list
  3. Tap on the transaction, then tap the 'Issue with this transaction' prompt in the 'Get Help' section.
  4. Select the option ‘I believe this was a scam
  5. Follow the steps in the app to report the scam and answer the question in the chat bot
  6. Give us as many details as you can so that we can investigate your claim.

Outbound Payment-portrait.pngGet Help-portrait.png

Intro-portrait.pngDisputed Transaction-portrait.png

 

You must report the fraud no more than 13 months after the last fraudulent payment was made.

We may ask you for information or documents to help investigate your claim. This could include receipts or invoices, police crime reports and screenshots. Please always supply this information as quickly as possible so we can investigate promptly. We will contact you via the Kroo in-app chat if we have any questions or need further detail from you. 

Every claim will be assessed on a case-by-case basis. As part of the process we will consider the evidence presented by you, any service providers involved and – where relevant – a third party, such as the police.

Additionally, each case will be assessed thoroughly, to determine vulnerability circumstances. If we identify that these circumstances have had an impact on your ability to spot or protect yourself from fraud this will be taken into account during the assessment.  

If your claim is valid, in most cases you should be reimbursed within 5 business days of making a claim. Business days are Monday to Friday and excludes Bank Holidays. 

In some cases it can take up to 35 business days to be reimbursed. This is when we need extra time to gather information from you, the bank that received the payment, or any third party involved to complete our assessment of the case. 

We will always keep you updated of the status of your claim through the Kroo in-app chat. 

Is there additional support available? 

Being scammed can also be traumatic and upsetting, so be

sure to ask for help and support if you need it. If you have been a victim of fraud and are finding it hard to recover from the experience, you can find further support via:

  • Age UK
  • Citizen’s Advice Consumer Service
  • Victim Support

If you’re not happy with the outcome of your complaint, you can contact the Financial Ombudsman Service (FOS) which is independent and impartial. They will review your complaint by weighing up all the facts. This is a free service. For further information please visit www.financial-ombudsman.org.uk.

How can I protect myself from APP fraud?

Authorised push payment (APP) fraud is where someone tricks you into sending them money from your account. They often do this by contacting you via phone, email or social media and pretending to be someone else – such as your bank, a contractor, an estate agent or the police.

We want to help you to stay safe from Authorised Push Payment fraud. 

APP fraud takes 2 forms; either where a fraudster persuades you that they are legitimate whereas they are actually not, and you authorise a payment to be made to them OR where you make a payment but the goods or services do not materialise (often the would-be seller then blocks any further communication with you). 

It's important to be vigilant to avoid becoming victims of this type of fraud.

Remember that Kroo, any other bank or the police will never:

  • Call to ask you for your PIN or login password.
  • Ask you to withdraw or transfer money for safekeeping or because your account is at risk.

If you use Kroo, we’ll also never:

  • Ask you to share any sensitive information about yourself or your account, like your PIN.
  • Ask you to move your money out of Kroo and into a different account.

Remember that fraudsters may know basic details about you and can fake phone numbers, names and email addresses. Hang up the phone and get in touch with us via the Kroo app following the steps outlined above.

Was this article helpful?