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  • Transactions getting stuck and slow response

Hi everyone, i recently opened a bunq account and I intend to use it as my primary account in netherlands. But the experience so far has been not so great. My first transaction where i paid a security deposit got delayed due to some technical error! Then the money i was suppose to receive from UAE has been withheld by bunq for more information. I duly responded the information yesterday but no progress! I understand there can be problems with such transactions specially for a challenger bank such as Bunq, but what really bothers me is there lack of response when so much of my money is on the line! I think they should have a way to prioritize response to queries where a customers money is stuck! When you dont receive a response it gets very frustrating.

Anyways is this normal? Does every other transaction, particularly from outside the sepa region, gets stuck like this? If so i should look for other banks as i will be getting funds from my non sepa region home country to cover my living expenses and if my transactions get stuck every time without prompt customer support it will be very stressful!

    Richiedi supporto SOS. Se hai aperto L’account da poco è normale che ricevere grandi cifre subito sia sospetto

      @Razi#234979 same story happened to me...still waiting for my payment!

        @New-Turquoise-Hummingbird-1918823591#235024 Since when is your paymebt stuck? Mine is stuck sincs Thursday! Did you receive any update from bunq?

          Still no response..got an info that my ticket was created, nothing happens, I'm sending the messages every day, also SOS support, to get any update and still nothing... I'm waiting since 5.01.2022, on that day my payment suppose to arrive, that's the day Bunq wrote me, that the payment is in the line and that they need more information, I provided those in a same day and still nothing. I'm very frustrated with slow or no response at all...

            And all solved ! Just got the messages back and also my money has arrived...

              Glad to hear that! I am still waiting, but i received the message from bunq on 6th Jan so I guess I will be a day late in receiving the payment too :)

                @New-Turquoise-Hummingbird-1918823591#235071 You were very lucky Ewa! My payment has still not been released :(

                  @Razi#235185 Hey, try to send SOS messages. On the end the problem was, that a private account cannot be used for business purposes; I've got my payment and a message that I should have one of those for receiving payments, the personal account is not suitable for it, and that's why it took so long to verify.
                  Hope your problem would be solved, for me it took some days and messages ... bit I wish you luck !

                    a year later

                    @New-Turquoise-Hummingbird-1918823591#235191 was your payment release to you despite you using your private account or was it returned back because am still expecting mine

                      8 months later

                      This became quite normal at bunq. Plus there is no client support ( response in 4 days is not acceptable for urgent matters). We are considering to close put business and private accounts.

                        Hey there, @mxmsbr#285045 👋
                        Thanks for your patience! We know how important it is to receive a prompt response, and we will always aim to provide you with the best solution possible in a timely manner. Recently, our support team has been a bit busier than usual, but I assure you they’re doing their best to assist you as quickly as possible! If you have an urgent inquiry, you can always follow the steps here to use our SOS support option, and we’ll get back to you in 10 minutes 🙏

                          a year later

                          I am experiencing repeated delays with my salary payments over the past few months. Despite providing my employment agreement 2-3 times, this month’s payment has been delayed for more than three working days and is still not cleared. This situation is unacceptable, as my housing bills are now overdue due to these ongoing delays. Since this is a regular payment and all necessary documentation has been submitted, I fail to understand why this issue persists. Regrettably, if this problem continues, I will no longer be able to use BUNQ for salary processing.

                            Hey @New-Orange-Husky-342025629#297633 👋 Thank you for bringing this to our attention.

                            I've just checked this internally, and our team is actively working on resolving this. We apologize for the delay due to the high volume of incoming requests.

                            You can expect the payment to be processed tomorrow. Our team is also looking into the recurring issue and working on a fix so that your monthly payments will arrive as expected.

                            Please reach out to us via the in-app Support Center if the issue persists. We'll be more than happy to help over there 🙏

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