aasauerChampFor a while I’ve some problems with the app, but I find it very frustrating that there is no one replying on the the messages. Who else is frustrated with the bad communication, not the ability to have a decent conversation via the phone if needed, especially in emergencies?
mtakRookieYes, it's quite annoying really, and not something I'd expect from a bank. You can be all "break the rules", but you're still dealing with people's finances
JakobProdigy@aasauer#241512 You will get an answer from support as long as you don‘t close your ticket yourself. You can always add more information while still waiting for an answer. The response times currently are sadly a bit elevated, I would expect an answer in 2-3 business days.
For emergencies, you can create a support ticket with higher priority by choosing the SOS support option. This then makes it so your ticket comes in front of the queue. Support works 24/7 in general.
bunq is actively recruiting more support staff all over Europe so hopefully the response times will get better soon.
Shaun NicholsonChampFor the most expensive bank in the Netherlands it has the worst support
LéonRookie@shaunnicholson#241553 This. To this day I still haven’t received a good reason why I would start paying 10 times as much for 10 times less the support.
DJ BEN ANNRookieSogar der Notfallsupport braucht teilweise Tage zum antworten. Einen echten Notfall sollte man also nicht haben, sonst ist man am Arsch (darf man das schreiben oder bekomm ich jetzt direkt support Punkte abgezogen 🙄).
JonathanRookieI've asked the same question 5 times throughout April. Each time I get an unsatisfactory answer and the ticket is closed.
It's to do with cash withdrawal. My wife and I each have an account, so should be able to draw 500€ each per day, but the most we can draw is 500 total. We can't even find a clear answer on the combined withdrawal limit. I am totally frustrated and about to leave.
StefanChampI am still at Deutsche Bank and was considering closing the account and staying with just bunq. Considering the fact that the account fees in bunq are now higher as compared to Deutsche Bank (they used to be lower in bunq when I joined) and there is no real support whereas deutsche has 24/7 all channels I think I’ll do it the other way round and stick with Deutsche Bank. Their app is just as good and they are reliable. Just not as cool. But in banking trust, reliability and service are key.
@aasauer#241512 Ja ist so
aasauerChamp@Jakob-Y#241541 I think this is quite long, as you see the replies on my posts, maybe this is input for Bunq to change their policy and maybe start supporting a phone call.
Also a poll and vote could be an option to discover the needs
MartijnRookieIk zou binnen 11 uur een reactie krijgen, dat is inmiddels 14 dagen geleden. Beetje jammer dat je dan niet je bunq kaart kan gebruiken op vakantie ☹️
RaoulRookieOm hier nog even aan toe te voegen. Ik wil een automatisch incasso verwijderen. Ik weiger een incasso al 1 jaar en kan deze optie niet vinden. Na 3 dagen reactie van support. Omschrijving klopt niet om het probleem op te lossen. Moet nu weer helemaal een nieuw verzoek doen om met klantenservice in contact te komen. Frustrerend zeg
Tyler 🇬🇧🇭🇺Ace@Martijn-Indigo-Puma-544924519#241878 Hello Martijn! 👋 If you close a ticket before it gets picked up by a Support guide, then it gets out of the queue - this is why you have not received an answer to your question. Regarding the issue with your card, have you checked out this article? https://together.bunq.com/d/3985 💡
MartijnRookie@dosz-Grey-Goat#241898 Hi Tyler, I was not aware I closed the ticket. The article isn’t helpful since my card is an easy travel card. I was hoping something could be done to reactivate it.
LeonidRookieI do confirm this is an awful service. I have a ticket opened 3 days ago. Bing declined my payment for no reason. Why to mention something about 23 hours sla of reaction time if it is just not true!? Good reason to reconsider the solution. E.g. n26, or similar
Tyler 🇬🇧🇭🇺Ace@Martijn-Indigo-Puma-544924519#241899 If you select your card from the app you should have an option to "Unfreeze" it.
MartijnRookie@dosz-Grey-Goat#241909 Hi Tyler, I cannot unfreeze my card without selecting a new payment plan.
Tyler 🇬🇧🇭🇺Ace@Martijn-Indigo-Puma-544924519#241913 Indeed, as the Easy Travel plan was discontinued a year ago, you will need to upgrade to an available plan in order to perform that action. You can check out our available plans here: https://www.bunq.com/benefits 💡
JakobProdigy@Jonathan-Magenta-Lynx#241851 I also followed up your issue with support staff just to make sure, and what you describe as an unsatisfactory answer might be indeed not something that satisfies your wishes, but you have received a clear answer multiple times. It seems like you have more of an issue with what the product is offering to you, and less with support responses. I'm sure bunq is open to feedback about cash withdrawal limits.
@Stefan-Olive-Hummingbird#241863 That is an interesting take. I myself maintain many different bank accounts at German banks, including an account at Deutsche. It's indeed quite cheap, but I'm not as pleased by their overall product offering. The card offering is too lackluster for my needs, and I must admit that I despise the app. Everyone has different needs, though, so I think it's totally reasonable to go with the product that fits you the most overall.
@aasauer#241872 This is definitely quite long. bunq's goal is to answer everyone much faster, but they haven't achieved it yet. That's why they're actively hiring support staff all over Europe. As this is currently one of the most frequent types of feedbacks that they're getting from the community forum, I'm sure they're aware of the importance that is has to customers. That said, more constructive feed back can never hurt :)
MartijnRookie@dosz-Grey-Goat#241917 Yeah .. I figured there was no option, infortunately that means I no longer have any need for my bunq account by one hasty click. Too bad, thanks for your quick reply.
