• Ideas

  • Extend bunq support with telephone

@Flo1979#192974 Well I prefer holding for 10 minutes rather than waiting for hours for a response. Besides, other banks offer phone support too and the waiting times are doable.
That’s true the app does show what went wrong although sometimes you have a really important question, and the chat is taking hours to respond.

    @Johannes-Red-Owl#192977 That’s exactly what I’m talking about.
    Sorry I can’t help you though. Maybe you could write them an e-mail?

      @Navy-Panther#192978 Es stimmt, im Idealfall sollte man in dringenden Fällen nur 10-20 Minuten warten müssen.
      Das Problem dürfte hier auch wieder sein, es gibt sicherlich Kunden, die halten es für wichtig mitzuteilen, dass ihr Akku leer ist oder so. :( Deswegen sind Supports, nicht nur bei Banken, oftmals unnötig überlastet.
      Aber wie gesagt, ich sehe das auch als Problem an, eine zu lange Antwortzeit.

        @Navy-Panther#192978 Well I prefer holding for 10 minutes rather than waiting for hours for a response.

        Makes sense because 10 mins is less than hours. But I think Flo's argument was that if a hypothetical phone support has holding times of 10 mins, then they could also offer a chat support that answers in 10 mins (or even less, because one person can do multiple chats simultaneously). The core problem is therefore probably not that no phone support is offered, but that response times are too high.

        Right now, even if they had a phone line, you would probably not wait 10 mins but wait 50 mins and then give up. Would probably lead to higher customer frustration than the current situation.

          @Jakob-Y#192983 Das ist es. Ein anderes Medium löst nicht das Kernproblem.

            @Jakob-Y#192983 It should at least be real time chatting, and premium subscribers should be prioritized. Because sometimes you need an answer NOW, and not within x minutes. Maybe I’m old fashioned but I prefer calling over chatting.

              @Navy-Panther#192995 Right now it's not even hours, it's days. And when they ask a follow-up question and you don't respond within a few minutes you're back in line, and another support agent picks up, and another, and another.

                @arne-from-iliades#193010 EXACTLY, you have to rush to your phone otherwise your agent is gone. I really don’t know what happened, but after this V3 update it takes ages to get a response.

                  12 days later

                  Ich habe auch Probleme gehabt und habe Tage lang auf eine Antwort gewartet auf ein Problem und warte heute noch. Ein telefonischer Support wäre echt super.

                    Je suis d’accord avec vous, il faut absolument une assistance de ce genre pour les clients. Par je voulais augmenter le plafond de paiement de ma carte, l’Appli me demande de renseigner le code d’accès qui m’avait été communiqué par BUNQ à l’ouverture du compte par SMS. Le message étant déjà supprimé, il m’est aujourd’hui impossible de finaliser mon opération. Il faut absolument trouver une solution.

                    Daniel NJOUMBE NYAME

                      Oui Bunq doit résoudre ce problème de chat d'attente de réponse trop longue....?

                        3 months later
                        Tim changed the title to Extend bunq support with telephone.
                          Write a Reply...