Last week I needed SOS Support. Here is how he went.
Around 2AM last week I was using the bunq app to pay an ING payment request from a friend that he sent on WhatsApp. Then I moved some money around between my sub-accounts. I then exited the app, did something else, and opened the app again.
I was asked to unlock with fingerprint as normal, which I tried, but then I got an error message that I had entered my code wrong too many times and needed to wait before trying again. Strange. I hadn't even attempted using my code, just my fingerprint, and only once, and I had just used the app a minute before. I tried to switch to my business account, but same problem. Then I minimized the fingerprint prompt and tried entering the code manually. Same error.
I got a bit nervous. Had someone tried to log in as me on another device, causing me to be locked out of my account? Had the ING payment request been fraudulent somehow?
I then tried to use the function to reset my code. To do that, I entered my email, but then I got an error that I had already tried this too many times and needed to wait. Now I was really nervous. Had someone reset my code already and had access to my account and maybe email?
I thought, I need to contact bunq ASAP and verify if my account was safe and freeze it if needed.
I called the SOS Support phone number from my phone. The automated response recognized me because of my phone number and asked if I was calling about my private or business account. Then I could choose 1 if I had a problem, 2 to freeze cards or account and 3 for something else. I pressed 1, and was asked to describe my problem, and the voice said I'd then be called back within 10 minutes. I described the problem. Then the voice said that something went wrong on bunq's side, and the call was terminated.
I called the SOS Support again, and this time choose 2. I was asked by the automated voice if I wanted to freeze card or account. I said account. The voice then said that it was not possible to freeze my account, and that additional verification was needed, and that a support ticket was created in the app for me.. which I at this point couldn't access of course.
I tried calling again, trying all options to either freeze my account or talk to a human.. Nothing worked. I was in full on panic mode, nothing I could do, nobody I could reach, locked out of my account, only with me message to wait some time and try again. I had no idea if someone had access to my account or not or what had happened or if all my money was already gone.
In the end I went to bed, hoping that the day after it would work and I could get access.
Next day I was able to log in as usual. Everything was in working order and there was no reason to believe that anyone had accessed my account.
Although the SOS Support automated voice several times said that tickets had been created in the app, this was also not the case. I haven't heard anything from bunq and I don't know what happened and why I was locked out in the first place.
However, I hope I am never the victim of someone getting access to my account for real, and needing to block or freeze my account. Bunq's safety and security is non-existing, and SOS Support is not working at all.
I would love to hear from anyone that have had situations where they needed SOS Support, and how it was handled.
