@Vincent-9870#240503 Apart from loosing money (which is perfectly normal when investing) I have a real problem withdrawing my money. I tried 4 times to withdraw all on different days and it appears it is processing, but then the amount is crossed out and it tells me „withdrawal refused“. No explanation given and the support I wrote to doesn’t respond for days now. What’s going on? At least an explanation should be given or at lease a reply. Almost 400€ I am waiting on

I saw on LinkedIn this week that bunq is looking for a Support manager… maybe a good opportunity for anyone here if you are into support 👍

It is a sign that at least bunq is trying to work on Support.

Cheers 🌈😃🤲
GG

Meine Erfahrungen mit Supportanfragen: 3 Tage bis ein Mitarbeiter den Vorgang startet. Der Bot ist überflüssig, da er auch einfach formulierte Fragen mit unsinnigen Links beantwortet.
Der Mitarbeiter versteht nach Rückfragen den Sachverhalt und leitet den Vorgang an die zuständige Abteilung weiter. Dies ist ein normales Vorgehen. Wenn die zuständige Abteilung die Anfrage ignoriert kommt es nie zu einer Antwort. Dies kann dem Support nicht angekreidet werden.
Insofern halte ich eine Beurteilung der Support-Leistung für kritisch.
Wenn der Mitarbeiter seine Arbeit erledigt, wie soll das bewertet werden?
Natürlich benötigt der Support mehr Mitarbeiter!!! Nicht hilfreich war, das bunq vor längerer Zeit den Support von NL in externe Callcenter außerhalb der NL verlagert hat.

Ich liebe bunq, die App und die Funktionen aber man muss einfach sagen, dass der Support in seiner aktuellen Form nicht ideal ist. Der asynchrone Chat ist gut wenn man Fragen zu weniger dringlichen Probleme hat. Aber wenn man z.B. ein Problem hat, weil man betrogen wurde oder Geld verschwunden ist usw. dann sind dies sehr dringliche Probleme, die natürlich jeder sofort mit jemandem besprechen möchte, selbst wenn nicht sofort eine Lösung parat ist. Der SOS Support ist hierfür ebenso wenig geeignet, da auch dieser Stunden braucht teilweise zum antworten. Genau für diese Situation sollte es wenigstens einen live Chat geben. Besser sogar eine Telefonnummer. Insbesondere für Easy Green Mitglieder die ja nicht wenig Geld bezahlen.

@pqckmqn#241340 Teile deine Meinung. Der Support entspricht nicht dem wie es sein muss. Vor allem beim Thema Banking.

@Michael-Indigo-Badger-440710752#240509 SOS support means a quicker answer and not necessarily a quicker solution- especially if the issue is caused by a bug 🐛

Bugs in the app are not fixed by the support people, so I am not sure what were you expecting 😅 the part about you having to follow up and getting the same answer: they probably didn’t follow up because the bug wasn’t fixed yet?

However I do agree the support needs more people and that waiting times can be inconveniently long. Let’s hope this changes soon 😊

@Stefan-Olive-Hummingbird#241139 Hey there 👋 this is a community forum so it’s unlikely that the issue will be resolved here. Easy Investment is still in beta so there can be issues with the functionalities. If it’s something urgent, you can always open an SOS ticket for a faster answer: https://together.bunq.com/d/44000-sos-support 💡

@Daniel92#241367 Great, so I will always open an SOS 🆘 ticket when it’s critical. Strange support model as the normal support is disfunctional and the bot 🤖 not really helpful.

@New-Ivory-Orangutan-1376943883#261988 Hey 👋,
you can contact bunq Support in the app by following these steps:

1. Go to Profile
2. Tap on Settings ⚙️in the right corner on top
3. Scroll to the bottom, tap on Need help? Get Support, then choose Personal Support

As an alternative, you can also send an email to support@bunq.com from the email address you’re registered at bunq 🌈

@New-Ivory-Orangutan-1376943883#261988 This here is the community forum, it's not a way to contact support. You have now posted a new comment in an older thread where people were talking about the different options for support and how they are handled.

You probably have already found it yourself because an article with more information is linked further above, but you can get to the bunq Support by following these steps:

1. Go to Profile
2. Tap on Settings in the right corner on top
3. Scroll to the bottom, tap on Need help? Get Support, then choose Personal Support

@Stefan-Olive-Hummingbird#241369 but you only get 1 SOS per month.... The lack of a decent option to get asap support, just call or a live chat..... is not working for us as a business, we pay a lot of money and transfer fees for the accounts. But no decent customer support in return.... Not to forget all the money Bunq saves with not having a customer service or physical bank spots. A switch to a 'real' bank that does offer support is the only way to solve this, unfortunately....

Hi guys, has anyone faced issues with the money transfers from another bank to Bunq? I made a transfer from my account in another bank to bunq on Friday and six days later nothing is credited to my account :( The support ticket was raised on Monday but 4 days later, there was no feedback. I'm starting to be nervous and can't reach anyone to discuss the issue. Does anyone have the same experience? If yes, how did your manage it?

@New-Apricot-Ram-3431090789#288037 Hey there, Aleksei 👋 Thanks for reaching out about this! We know how important it is to receive a prompt response when you need support, so thank you very much for your patience 🙏 To avoid revealing any private info here, we'll respond to you in the in-app support center momentarily 🚀

@New-Ivory-Bunny-1030484719#288100 Hey Paul 👋 We're always doing our best to make improvements to our services where necessary, especially to those as important as support! At bunq, we feel that phone support wouldn't adequately provide the secure and streamlined communication we highly value. We understand that our AI assistants can't deliver every support solution, which is why we like to advise that when you open a ticket with us via the app: https://www.bunq.com/link/support you'll initially see an automatic response from our bunq bot with proposed solutions. You can then click on 'No, I still need help' and you'll be redirected to one of our support guides who will get back to you shortly 🙌

@New-Raspberry-Unicorn-4206826013#288598 Hi Donald 👋

We appreciate your feedback here! I see that the SOS ticket you opened has already been responded to 🙌 Also, if you accidentally close a ticket, feel free to just open a new one! If you mention that you previously had a ticket open about the same issue, our guides will be able to go back and review the closed ticket so they can familiarize themselves with your predicament 💪

In regards to the garnishment on your account, we must hear directly from the bailiff in order to be able to lift your garnishment. If you have contact with the bailiff, please urge them to get in direct contact with us ASAP so we can release your accounts 💸 We understand this may seem like a nuisance, however, as a bank, it's important we follow administrative guidelines in these situations. We appreciate your understanding!