Well most has been written here.
1) massive failure to communicate;
Customers understand companies need to make money. They want their to bank be profitable, so it remains in business. They understand prices go up and services get killed. However they do also know when a company is lying. They know when they are told an apple is an orange. This is the second time BUNQ has it's communication procedure with a massive new 'price increase' fail. You clearly paniced yesterday, I'm amazed you actually believed your 'story' would convince people.
"Techies with Autism"
2) You lost trust:
By deceiving your customers, not accurately answering their questions, but with boilerplating and webcare speaking you lost any fighting change to fix this. "We do it for the 'Trees'" (most people do not care, if they do they would buy trees themselves, much cheaper).
"'we did a survey'", the questions wasn't really asked, and I would assume the 3 days between the survey and the announcement were not used to program this, but you already had made the decision to change the offerings. So you must have felt this would not go down easily. You were right. It didn't.
Trust is overrated, we do whatever we want, we have they survey to prove we are right.
3) You fail to offer what your customers really want:
Trees, Metal, Premium all very nice. The app is nice. However you are not competing with the big banks, you are also competing with other fintechs. Priceing of those products is FREE and a PREMIUM offer. Basic banking is free. Apple pay is free. Transfers are free. The app is free. I was willing to upgrade to PREMIUM (and I did last month) so to retain the cards that my kids and I use. They have a free account, Your account sharing, your dual pin, for me were reason to upgrade. However you removed the business for the upgrade. A free account IBAN only (maybe 3),
add Apple pay (1,95 per month), add physical cards ( 1,95 each). That would have been a killer deal. Bunq Premium, should have all the goodies a regular competing premium offering has. Parents with kids would have been a perfect specialised customer segment.
You listen to your customers, but you are deaf to what they say.
4) "Houston, we have a problem":
A very vocal but loyal group has left, is busy leaving or will leave (me included). Any new user who will do a google search on bunq will see your erratic behaviour wrt product lifecycles and communications.
The only reason I can think of to act like this is financial. You must be strapped for cash, a last ditched attempt to reign in those pesky freeloaders.
The fact you were surprised and so overwhelmed by the reactions makes me worry even more. Looks to me management wanted this 'no matter what', no sane head won the MT battle. This complicates any solution: either everybody agreed (and thus you have a cult like culture, "follow the leader") or dissent isn't acceptable.
We have a Corona-crisis that will have major economical repercussions. I want my money in a bank that has a cool MT that feels what the market needs, that gives me the trust my money is safe.
I now have a bank that excels in "amateur hour".
Ciao!