I had a little laugh about the fantastic topic handover from John to Nour. (Missed the ‘back to you John’ at the end though ;))
On topic: this is honestly and coincidentally exactly what I was thinking about yesterday.
The fantastic and fast support has always been a great selling point of bunq. My recent experiences with support have been very good, although it’s definitely nowhere near as fast as it used to be. As said, even waiting 8 hours feels long and I don’t think anyone would ever willingly pick 72 hours...
I do appreciate it’s probably busier than ever, but there definitely could be some improvements in speed. It’s especially frustrating that after waiting a few hours, when someone answers your question, it can happen you’re unavailable and to ask a follow up question you have to wait again.
I don’t know how the support process works currently, but I think it is efficient to have dedicated people for each type of question (e.g account questions, payment questions etc.). A dedicated person can briefly scan each incoming request, then prioritize and forward it to the relevant support person.
As said, support (to me) really is a vital point on which I rate banks. Bunq is great, but could indeed get back on pole ;)!