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  • Customer Support not reacting

@thijsoost#285175 Hi Thijs, is there any process to request an escalation or priority?

    @New-Bronze-Lion-2607087120#285177 As Alice said, you can use SOS support once a month. If you've already used SOS support, there's nothing else you can do to speed up the process.

      Hey @thijsoost#285176 🫶
      Thanks for your understanding during this period of higher demand. While we can't provide specific details about our future staffing plans, please know that we are continuously working to enhance our support capabilities 🚀

        2 months later

        Yes, it's super annoying. My money was literally stolen and they have not responded in more than a week! Unbelievable

          Hey @Martynas-Magenta-Cheetah#287288! Thanks for letting us know about this. If you have been a victim of fraud we kindly advise you to report the case with all details here: https://www.bunq.com/report. This way, our relevant team can take the necessary actions as soon as possible. With your cooperation, we can ensure quick action to stop and prevent fraud 🙏 In case you need further help, feel free to contact us through the in-app support. Thank you for your patience, it is much appreciated 🙌

            a month later

            I just made an account and now I am waiting for verification. The 5 minute shtick is absolutely not true. My verification says it will take up to 3 weeks. The waiting is annoying, but my biggest gripe has to be the abysmal customer service. You won’t get any answers from anyone at support at all. And I believe they are purposely ignoring questions too. I am not playing the waiting game for too long. I give them 2 days to answer, otherwise I’m just going to take my business somewhere else. I advice others to do the same. Having access to 25 IBANs is nice, but if the service is this lackluster, I might as well try luck at my local banks. Bunq…you suck!!

              @New-Salmon-Wildcat-2594383032#288643 Hey there! Thanks for reaching out. I understand your frustration and how crucial it is to receive a timely response, and we always strive to offer you the best solution as quickly as possible. Our support team has been a bit busier than usual lately, but rest assured they are working diligently to assist you promptly! If you have an urgent inquiry, you can follow the steps outlined here to utilize our SOS support option, and we'll respond within 10 minutes 🙌

              Please know that, it's our priority to keep our 5-minute promise to you. In some cases, we may need additional details before we fully complete the approval process, but if this is the case you'll always be informed via in-app notification 📲 More information about that you can find here 🌈

                5 months later

                Statements regarding 10 minutes reply on SOS tickets is simply not true, I've been waiting for 40+ minutes already and there is no reaction so I am wondering actually what is happening and if I should escalate this somehow or just silently leave to another bank.

                I've been a customer for over 5 years and I was actively using Top Up my account with Credit Card. Today's morning I was trying to use this feature but somehow my CC used for top-ups last years was removed from the bunq app (I never removed it of course), so I had to add it again to use the feature. After the first top-up it says that I have reached the daily limit, which was never the case before. The only information related to top-up limits is 2018 post here which says that the limit 500EUR/day is applied for the new accounts under 1 month of age, but my account is over 5 years, so I suppose this is not the case.

                If the limits are changed, why there is no information on this anywhere? Why support is not responding on the SOS case opened? This is extremely frustrating, especially if you have payments due.

                  @Pavlo-Indigo-Shark#294418 Looks like the SOS option didn't work, I advice waiting for a response from bunq support. This can take 1-2 weeks.

                    @thijsoost#294420

                    vorige week had ik het zelfde. de s.o.s functie werkt niet
                    ik moest ook 5 uur wachten op enige reactie. ik kom een gedeelde iban niet verwijderen
                    wand ik kreeg een fout melding. ik moest die iban opzeggen omdat ik anders mijn abonnement niet naar een savings account kon omzetten .

                    uit eindelijk was het zelf gelukt door de hele bunq account van mijn partner te beëindigen
                    wand toen werd de ' iban rekening gecanceld " zo luide de boodschap. daarna weer de account ge activeert en ook deze op savings account gezet.

                    aan de support heb je echt helemaal niks, en je moet echt creatief zijn op sommige momenten. puur om te testen heb ik 3 contact opgenomen met onze nieuwe huisbank knab bank, en binnen 1 minuut een duidelijke en inhoudelijke reactie gehad ,

                    nee de s.o.s functie is niks meer dan een rookgordijn

                      Seit 2022 hat sich beim Support anscheinend nichts getan. Ich warte mittlerweile 2 Wochen auf eine Antwort vom Support. Das ist einer Bank nicht würdig. Meiner Meinung sollte das sogar ein Fall für die BaFin sein. Eine Bank sollte spätestens innerhalb eines Werktags antworten. Die Gebühren werden immer höher aber der Support nicht besser.

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