This is for me the area where bunq has changed for the worse as it has grown.
When I joined I had no issues with the fact that there was no live chat or telephone option, because the response time was quick, and for a lot of everyday support issues, asynchronous messaging with support is more convenient, because one can respond when one has time.
Now that the response times have ballooned to hours or even some times a day, I think it’s clear that the support is not meeting the demands.
The SOS function is a nice idea, but I used it a bit over a week ago when I encountered a bug with a core function of bunq (I was unable to create a new joint account and needed one rather urgently), which seemed like a perfect use case for SOS support. In the end I did get a quicker response, but the “help” was not noticeably different to the normal bunq support. I was simply told that bunq was aware of the issue and that they were working on it. I got no ETA for a fix. I had to follow up on my own (and had to create a new ticket just to follow up, because for some reason bunq loves to aggressively close tickets even though the problem at hand has not been solved and there was no option to “reopen” it to continue the conversation in context), and got told the same thing. Eventually the issue did get fixed, but it took the better part of a week. In the end I did not feel like the SOS support actually did anything to resolve my issue faster. That could be just my impression, because I have no visibility into the internal workings of bunq, but it’s my impression nonetheless.
I think both the “normal” asynchronous support (which in my opinion should still be the default for most queries) needs to be given a lot more resources (ie. more support representative / guides), so that the response time during business hours is less than one hour or so.
But I also agree with the idea that bunq also needs to provide “real” options for priority support, like live chat and/or telephone support, for when it is really urgent.
It would be good to see bunq putting in as much resources into the support teams as seems to go into developing new features for the platform, so that the customer experience returns to the highs that it once provided.
