• Payment with SOFORT

Hey together,
I have a HUGE problem and hope that you can help me. I made a deposit with SOFORT to my Forex trading merchant. Everything worked fine, you know the process, confirming the transaction in the bunq app when you pay with sofort, etc.

Now this merchant is asking me for a bank statement showing the transaction of the SOFORT deposit. Also no problem, inside the bunq app I can open the transaction and directly create a bank statement, even with a "signature" by bunq. I sent it to them and now the horror story begins..

They told me that the IBAN in this bank statement is not the same IBAN they are seeing in their bank statements as SENDING IBAN.
So they see on their bank account that this payment is coming from IBAN XXX1234 but in my bank statement it says my IBAN is XXXX5678..

I looked a little bit deeper into it and they are right. It seems that bunq is creating a diffenret sending iban for every sofort transaction. So this sending ibans never match to my ibans I have with bunq.

I tested it with another merchant and asked if they can send me which sending ibans they see on their bank account refererring to my payments. The IBANS they showed me dont match to any of my bunq ibans and always are different.

So when I make 10 payments with sofort from my bunq account the recieving bank gets 10 payments from 10 different ibans.

This leads to the problem, my merchant tells me: "Due to our regulations you have to confirm that the iban which made the payment to our account is yours"
I told them about 8-9 times that this is not possible, because my bank is always changing the iban with every payment I make, but they dont accept it.
Around 5.000€ are frozen now, because I cannot send them a screenshot where the ibans match.

Do you guys understand my issue? Sorry my english isnt that good, and do you have any ideas?

    @Dennis-Red-Frog-565701775#129130 Can't you verify the iban in another way? By a regular transaction? As far as i know bunq indeed settles all payments with Sofort in batches, hence the special settlement iban. This is similar to ideal as far as I can remember. 🙂 Have you also explained your case to the Support chat 💬? As the money seems to have left bunq already I'm not sure what they can do but it's worth a shot. 🙂

      @Dennis-Red-Frog-565701775#129130 Yes bunq is using internal accounts for Sofort payments. Actually there is no guarantee when using Sofort that the payment has to come from the customer‘s account, but unfortunately some merchants just assume that because in most cases it is true.

      If the customer support of that company won‘t understand this, I think your best bet to at least get your money back might be getting a lawyer. Definitely you could contact bunq support to confirm this and maybe show this to the company, too, but in the end if they have such a non-sense policy and won‘t budge, that actually sounds like a problem. I wish you all the best and hopefully you didn‘t choose a company incorporated in some small island nation 🏝

        @Dennis-Red-Frog-565701775#129130 You could also ask Klarna for help, they normally have a solid customer service.

          15 days later

          Also Klarna konnte mir nicht helfen, ich habe auch einige Zahlungen per Kreditkarte geleistet, da mein Account dort jetzt final gesperrt wurde, mit den 5.000€ drauf und mir auch nicht mehr per Mail geantwortet wird, wittere ich hier eine Form von Betrug. Ich war auch bei der Polizei. Die Polizei hat mir gesagt, dass die einzige Möglichkeit die Unterstützung meiner Bank ist, da der Sitz der Firma in Übersee ist. Ich habe die Rückzahlungen der Kreditkarteneinzahlungen über den bunq Support beantragt. Vorher habe ich Mastercard kontaktiert, die mir mitgeteilt haben, dass ich mich an meine Bank wenden soll. Weiß jemand wie schnell bunq die KreditkartenZahlungen rückerstattet und wie hoch die Chancen sind? Dann habe ich wenigstens die Hälfte des Geldes wieder.

            @Dennis-Red-Frog-565701775#130926 Did you try explaining to the support chat yet? Other than that the chance of getting your money back by disputing a transcribing is 100%, given a valid case. It can take up to a few business days before the money is in your account from the moment that bunq starts the process. 👍

              Vielen Dank, ja bunq weiß Bescheid, ich habe alle Beweise vorgelegt. Es dauert 2 Bankarbeitstage.

                Hallo Dennis, wir setzen uns mit Ihnen in Verbindung, um eine Rückbuchung für eine Zahlung zu beantragen, [...]
                Wir haben die Zahlung überprüft und bestätigen, dass die Zahlung beglichen wurde. Dies bedeutet, dass das Geld jetzt beim Händler ist. Ihre Rückerstattungsanfrage kann nicht fortgesetzt werden. Bitte wenden Sie sich an den Händler, und der Händler kann das Geld an Sie zurückgeben. Erst wenn der Händler das Geld freigibt, können wir eine Rückbuchung für Sie vornehmen. Wir empfehlen Ihnen dringend, sich erneut an den Händler zu wenden und unter sich eine Lösung zu finden. einen schönen Abend. - BUNQ-Zahlungsermittlungen

                  Das ist die Antwort die ich erhalten habe, ich fühle mich nicht ernst genommen.

                    @Dennis-Red-Frog-565701775#131191 Een Sofort overboeking of een andere bankoverschrijving kan je niet zo maar terugboeken. Verstuurd is verstuurd en dan moet je bij de ontvanger zijn. Als die niet reageert moet je een civielrechtelijke procedure beginnen om je geld terug te krijgen. Je kan normaal gesproken wel aangifte doen bij de politie, maar die moeten daar dan wel op kunnen acteren anders is het niet meer dan een formuliertje invullen die dan op de stapel "niets aan te doen" verdwijnt.

                    Bij een Credit Card betaling moet je ook eerst bij de ontvanger aankloppen als de bestelde goederen niet geleverd worden. Als die dan niet reageert kan je het bedrag nog wel terug laten boeken.

                    Het is mij niet helemaal duidelijk over welke betaalmogelijkheid bunq support het nu heeft.

                    Zit deze handelaar in de EU of daar buiten?

                      Der bunq support spricht über eine Kreditkartenzahlung. Bei der Polizei war ich bereits, der Händler sitzt auf den Cayman Islands. Ich habe weiter im Internet recherchiert, es gibt Hunderte solcher Betrugsfälle, leider sehe ich es erst jetzt.

                      Ich habe nochmal den bunq Support kontaktiert, die entsprechende Abteilung hatte scheinbar nicht alle Informationen von dem Support Mitarbeiter bekommen, so dass es jetzt erneut geprüft wird.

                        bunq can maybe issue your a statement on your name with this transfer and the iban, I don’t using Sofort with bunq because such case many merchants denied. I understand that bunq want to protect the privacy of the clients but in such case it absolutely failed and the concept absolutely wrong on such place because merchants checking also the sender.

                          Kinda off-topic, but actually I also once had a problem with it. I was never able to receive a re-fund for a train ticket from Deutsche Bahn that I had paid with Sofort, even after explaining and going over it with their "support" multiple times. Maybe I would've eventually be able to get it if I had been more persistent; I gave up after a while because it was a minuscule amount.

                          Granted, I use Sofort very often with bunq and that was the only problem I had, so it's not something that happens all the time, but maybe merchants are not completely ready for the solution that bunq implemented with Klarna, even though it is on paper a very good one.

                          What to make out of this? I'm not sure, but maybe a special page or official document from bunq that explains these things in very clear terms to merchants might already be a help. Even better if Klarna could also weigh in on this, because it is also their responsibility. They design how the system should work, and if they on the one hand cooperate with bunq to allow for such an implementation, but on the other hand don't force merchants to fully comply, that's clearly gonna lead to problems down the road. And one of the most prominent one's is to be found in this thread.

                            18 days later

                            I have currently the same problem, I was hast transferring money via sofort to coinbase but something goes wrong. Coinbase just aborted the payment and Klarna/sofort told me that my bunq iban is not the same and mismatches with my account name. I'm waiting since 5 of November to get an answer from the great sofort Support. The dealer already send me via support that the payment get cancelled... But klarna is not recognizing that.

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