Too bad, and I am actually sorry for everybody involved. There are always at least two sides of the story and often way more and things are never "simple". As much as I would love to get to know the whole story as in an investigation on the events running up to todays climax I am also pretty sure that we (the customers) will never get to know all the ins n' outs.
I also want to speak up for myself as a customer and all the other customers here of bunq. I just had a very pleasant and thoroughly professional experience with the bunq customer service. I have had others, not so pleasant ones in the past as well. And no, of course I don't know if this was first-hand support or some subcontractors and actually I don't care whoever does it, as long as they do it good.
I have a feeling that there is a risk at hand with this topic, because it is very delicate. You are a modern and cool bank I love all of your features and I like the way I can talk with the support guys and gals not being made feeling bad when not wearing at least a suit or proper shirt... but as I said it has happened to me too that it went a little bit too much into the un-professional direction leaving me behind with a slight wtf feeling which should never occur. It might be just plain language barrier and I understand that a rapid growth in different markets with different languages is a huge challenge! But hey woooaa! Growth! That is great (I tend to suffer under a form of anxiety where I fear that my most beloved things or products or services are not successful enough and thus they are being taken away from me again).
One more thing: I have to to have a regular bank account here in Spain and I just absolutely HATE it. Everything about it sucks big hairy coconuts. The online-banking is a disaster, the iOS app... ridiculous! the email support doesn't answer and now they just suspended my whole account because there was a signature missing, made me go to the branch, which is 30km and 40min far away from my home (one-way) and now they will need three friggin' days to unfreeze the account. And guess what it costs? € 8,- a month!
I get nightmares when I have to imagine going back to one of "those" banks.
So please, pretty-please bunq don't mess this up. Customer Support IS AN ESSENTIAL. Get Together sorted out and fix the search-function and let me type on a keyboard when chatting with support somehow. I mean c'mon. I read something about security risks regarding this but there's gotta be a way. It just feels stupid and leaves me behind very frustrated and I suppose I am not the only person who is bothered by this.
In conclusion: please try to match the customer support experience with the overall experience of bunq. The support is the only real-life navel to a no-branch bank and every customer should always feel at home there.