bunq Together

Customer service?

Alaina-Golden-Akita

What is the average wait time for a response from customer service?
Been waiting for my account to be ‘verified’ although it was verified 3 months ago. No help or response from customer service for almost 15 hours…

thijsoost

Alaina A response from bunq support is often within a few hours, sometimes a few days. You should receive a response within a week at maximum. If you're account isn't verified after three months, bunq probably needs more information/documents from you to verify your account.

Keep your support chat open and don't close it, then you'll receive a response soon!

New-Blue-Bear-3386955120

Alaina Gemiddelde wachttijd is zeker 48 uur…. Ze zijn erg sloom….

Alaina-Golden-Akita

Hi Thijs, the problem is it already HAS been verified, and after finally transferring money into the account, it suddenly needs to be verified, again

thijsoost

Alaina Maybe the account has been inactive for a long period? Or maybe there are other reasons for having to verify again, not sure. I would wait for a response from bunq support, because users in the community here can't help you with this, unfortunately.

Alaina-Golden-Akita

Thijs How do I get the money out of my account and close the account?

thijsoost

Alaina You should transfer the money to a different bank account. Then you can close the account via Profile > Settings > My plan > Close account

thijsoost

Sander Maybe they don't reply within a few minutes like other banks, but in my experience, the problem is (in the end) fixed as quickly. Often when they respond within minutes, they still have to forward your question to someone else or a different team, and then you still have to wait a few days for a response.

New-Mustard-Ape-3805662586

DM on Twitter as well. They respond quickly there.

thijsoost

David But often they refer to the in-app support chat

Alaina-Golden-Akita

David Thank you for the advice!

New-Mauve-Pig-2605226339

Hello, I have a problem with my account, I cannot activate it even though I am the owner of the account, it has been unblocked 😡😡😡

thijsoost

Anatoli Hi! Please contact bunq support if you're having issues with your account.

New-Turquoise-Falcon-3841174046

Hi! I have a problem with my card (payment doesn't work), and bunq support (in the app) hasn't reply to me for a week! How is it possible? A week, Carl!

emily-Blue-Wolverine

Evgenii Hi Evgenii 👋 Thanks for reaching out, and for your continued patience 🙏

I understand you have an issue with your card. Your ticket with the support team has been picked up and you will receive a response in the app, shortly 🙌

Next time, if the situation is urgent, please remember you can also contact SOS support 🌈