• Developers

  • Customer Support not reacting

@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

    Ik 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 ☹️

      Om 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

        @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 💡

          @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.

            I 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

              @Martijn-Indigo-Puma-544924519#241899 If you select your card from the app you should have an option to "Unfreeze" it.

                @dosz-Grey-Goat#241909 Hi Tyler, I cannot unfreeze my card without selecting a new payment plan.

                  @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 💡

                    @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 :)

                      @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.

                        @Jakob-Y#241921 I think bunq should be able to fix the support problems in 4-6 weeks. We will see, I am keeping my fingers crossed.

                          @Stefan-Olive-Hummingbird#241925 Ha! Keep dreaming. They’ve been “working on improving support” for months now.

                            @Vincent-9870#241957 Oh, ok, I didn’t know that. I had no problems so far, those started with the easy investment transactions.

                              @Stefan-Olive-Hummingbird#241958 In all fairness, with shortages in all industries, I’m sure its hard to get good people, including for Bunq. But it is incredibly frustrating for customers

                                Ich bin nicht frustriert. Ganz selten, dass ich den bunq Support mal benötigt habe. Und da ging es sehr schnell und freundlich. Ich vermisse auch keinen Support via Telefon. Vielleicht hatte ich Glück, aber weder bei bunq noch bei der Hypovereinsbank oder Volksbank musste oder wollte ich jemanden anrufen.

                                  @Stefan-Olive-Hummingbird#241863 Und wie wir Deutschen wissen, ist die deutsche Bank sehr zuverlässig. Insbesondere in Geschäften die eher in der Grauzone liegen. Ausbaden müssen das die Steuerzahler dann mal wieder. Nein danke, dass ist der Grund warum ich bunq liebe. Es mag noch ein Start Up sein mit seinen Problemen, aber hier kommuniziert selbst der CEO noch immer wieder im Forum mit.

                                    @pqckmqn#242018 Banken eben und wenn es um Geld geht sitzen alle im gleichen Boot, denke ich. Ich kann mich auch nicht daran erinnern dass die Steuerzahler für die deutsche Bank aufgekommen sind. Aber das tut hier auch nichts zur Sache. Bunq ist super, aber die Support Probleme müssen gelöst werden, sofort. Ressourcen und andere Gründe sind hier nur eine Ausrede für nicht angegangene Probleme. Was noch wichtiger ist sind Innovation und Verlässlichkeit. Man sollte einfach keine Beta anbieten, wenn es um Geld geht. Das sollte auch die Lektion für Bunq sein.

                                      I was a bunq user already some time ago when they still offered the joint accounts, but then switched to another new German neo bank when bunq changed the account model to the new one. Regarding support, the situation was the same there, only chat support and sometimes you have to wait for some days. Anyway now I switched back to bunq as the features here can not be beaten by any other bank that I know. In my opinion, support by phone would not solve the problem, I even like the chat more. In chat I can post my question whenever I want and get notified when the reply is there. If I have to call someone, in worst case I get no connection and have to recall all the time, or have to wait forever in the queue. So the solution would be faster chat support and the key here is more ressources. Unfortunately I can confirm that it's really hard to find good people in that area. I fear support by phone alone can have the same or even worse problems.

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