Where does all this criticism come from?

New-Champagne-Octopus-515612981

Markus How about non existing support. Was promised they wil contact me within 5 hours. It is now 29 hours later and multiple requests from me. And.....nothing.

Jakob-Y

Me and multiple requests from me

Make sure you don't close the ticket and open a new one. Always let it stay open. If you want to add more information, add it to your existing ticket. The response times are a bit elevated right now, so instead of 5 hours I would expect something like 1-2 business days.

Katarzyna-Unicorn

Me This same problem ,

Vincent-9870

Speaking as one of the vocal negative Bunqers, I’d like to share my perspective.

To summarize my view: I’ve been a customers of Bunq since 2016 and over the years I’ve seen an increasing trend of:

higher prices, I remember when Bunq was the cheapest bank, now they’re the most expensive
less focus on actual useful features and more “gimmick” features like the friends tab, lottery etc
increasingly worse service
and worst of all: Bunq never admits mistakes. Always pretends everyone is always happy with everything they do.

To all saying “find a different bank that suits you”: that’s the most frustrating thing. I thought I’d found that in Bunq but not anymore. And what Bunq used to be, cannot be found elsewhere. That being said I am in the process of moving Banks. If the service you get is just as bad as traditional banks, then I’ll move to a bank that at least charges less for their shitty service.

pqckmqn

Vincent Welche neuen Features würdest du dir denn wünschen? Ich lese oft, der Fokus wäre nicht mehr auf neuen Banking Features aber niemand erwähnt was genau ihm fehlt an Funktionen.

Den Preis für Easy Money z.B. gerade wenn man vom Pack ausgeht, empfinde ich für das gebotene eher günstig. Easy Green ist tatsächlich etwas zu teuer im Vergleich zu den Metal Konten anderer Neobanken, bietet aber CO2 Kompensation und bessere Funktionen.

Die Reaktionszeiten des Support sollten verbessert werden aber der Support an sich kümmert sich gut und ist freundlich.

Johannes-Red-Panda-463593470

Vincent Ich bin dafür Kritik offen anzusprechen und möchte nicht unhöflich sein. Aber alles was du aufzählst inklusive dem Punkt mit den angeblichen Fehlern in der Software ist einfach aus meiner Sicht maßlos übertrieben. Teuerste Bank? Du bekommst ein Konto ab 3 EUR im Monat. Schlechterer Service? Keine Ahnung wie du das misst. Ich habe nur gute Erfahrungen. Ich brauche auch keine Lotterie oder Freunde Tab. Aber hey, ist doch nicht so, dass deswegen alle anderen Features schlechter werden. Bunq updated regelmäßig. Wahrscheinlich sooft wie keine andere Bank. Welche wirklich schlimmen Bugs hast du dabei erlebt? Ich (iOS), keinen Einzigen, der mir jemals aufgefallen wäre.

Vincent-9870

Oh and I forgot to mention the bugs. I can’t remember the last update that wasn’t riddled with them 🪲

Tomasz-Pink-Jaguar

Patrik Its true that sometimes you need to be patient but BunQ support always help to the final end :)

pqckmqn

Thomas Agree! Every support interaction I had was always good 🌈

New-Raspberry-Rhinoceros-3192653084

Bonjour je suis nouveau client je suis contente de vous rejoindre et découvrir toute vos nouveauté

pqckmqn

Anais Herzlich willkommen 🌈 wenn du fragen hast helfen alle hier gerne!

Tesseract

Markus De loterij is marketing? Ok maar ik betaal voor die marketing en maak geen enkele kans om in de prijzen te vallen want in mijn land kan je je niet aanmelden om mee te doen. Ik word dus uitgesloten maar mag wel meebetalen. Ik vind mijn geklaag daarover dan ook legitiem. Wat support betreft heb ik problemen gehad waar support zei dat ze bij me terug zouden komen en waar ik hen terug moest contacteren na ongeveer 3 maand omdat er nog steeds geen antwoord kwam van hun kant? Ik denk dat zelfs jij Markus dit wel erg lang zou vinden. Dus soms een beetje klagen mag , qua support is service onbestaand. Als je kaart niet werkt of je geld raakt zoek dan is zelfs 1 dag te lang wachten op een adequaat antwoord over hoe het opgelost word.

pqckmqn

K Kongs The jackpot is a marketing tool. Of course it’s not everyone’s piece of cake but it is what it is. Maybe bunq will add more countries in the future, we will see.

3 months is indeed a long time, but I think bunq knows this and is working hard to get everyone satisfied.

Tesseract

Markus Het probleem is dat veel mensen niet eens kans maken op een stukje cake. En dat terwijl ze die cake wel betalen. Dat is niet eerlijk naar mijn aanvoelen.

Nynke-Turquoise-Zebra

Markus Negative feedback is there to also tell Bunq that something has been a wrong decision. Without it, how will they know if people are not satisfied?

I'm sorry, but even I complained about the last update. The fact they went from paying through their own feature to Google pay is just not a good thing in my opinion. It's not innovation, it is cutting costs. Sharing information like our bank details to a company like Google is a risk, which I did not choose for. So yes, I get why many people complain.

Of course they do good things, which cannot hurt to be mentioned. I agree with that, but feedback is important too.

pqckmqn

Nynke I think feedback should always be in a positive and constructive way. Negative feedback is demotivating and causes only confrontation. Just my two cents.

And I don’t know about the own payment feature bunq used, because I use Apple Pay. But what I can tell is, from a financial base it makes always more sense to keep your payment processing. You have to share with Google and Apple and that’s why all the German banks try to keep the so called “Girocard”, that has no use outside of Germany and has no online payment integrations. Because no one wants it, except the German banks who want to keep the shares by themselves. (Only exception is the Sparkasse, which fought long discussions with its users and Apple about the integration in Apple Pay).

New-Red-Leopard-1541332286

The support currently is very bad and very slow. I wish they could actually reply in the time promised. Also I feel a lot of customer service uses standard replies and most of the times don’t answer the questions asked.

What about this system also of rating the customers? That is definitely unique.

There is also unfortunately quite a few bugs in app.

pqckmqn

João Miguel In my experience it were not standard replies, indeed the replies were very specific to my problems, but of course this may vary.
The system is unique but why not? It’s a feedback for you as a customer. Of course we pay for a product but that doesn’t mean you can be rude or unfriendly if you have some kind of issues with the product. So the feedback is to reflect that and give you as a customer also feedback, just like you can give feedback.

New-Purple-Cheetah-3460192224

Ik ben erg blij met Bunq. Hoewel het lang duurde voordat mijn problemen met wat geld via Easy Investments terug waren op mijn rekening vind ik de rest van de zaken super-positief. Ik ken geen bank waar je een incasso kan uitstellen en beslist wanneer jij betaalt. Dit is erg fijn in tijden van "het managen" van geld op je rekening. Verder geen negatief woord over support. Altijd vriendelijk te woord gestaan en behulpzaam (al duurde het bovenstaande euvel ontzettend lang) hun moesten die zaken uitzetten naar developers en die zullen wel zowat omkomen van het werk.

Op innovatiegebied loopt Bunq ver vooruit op andere banken. Voorheen heb ik gebruik gemaakt van Knab. Die update van de app kwam 1x in de 3 maanden. Voor SNS duurde het zowat jaren voordat de site responsive was.

Ik heb het gevoel dat hier wat gebeurt met zaken die ik aankaart en ik hoop dat andere mensen ook weer vlot kunnen worden geholpen.

Ik denk wel en ik zie wel meerwaarde van telefonisch contact in de toekomst bij echte spoedgevallen. Dat werkt soms beter dan hele verhalen typen.

Stukje menselijkheid via de telefoon zou een nog positievere optie kunnen zijn!

Typen is soms zo afstandelijk terwijl je iets duidelijk probeert te maken. Succes Bunq! Ik ben nu al fan! 👌🏻🍀

New-Violet-Hamster-2977807513

Thijs I couldn’t agree more with you

Jo-we

Only sad thing is they don't have a free plan anymore. No other bank is Dutch and has instant payments for 2.99 a month. So I'm still OK with Bunq. Other banks have other quirks. You just have to try some and stick with those that fill your needs.

pqckmqn

Jo That’s the same here in Germany. There is no bank that handles all transactions instant and for no fee. They regularly want 50€-Cent for instant SEPA transfers.