Do connected sub accounts count towards limit of 25?

Cheaternl

I have a Bunq pack, shared with my partner. I currently have 25 sub accounts on my own, but I have connected a couple of the sub accounts from my partner. For many months I just paid only for the bunq pack, but that changed...

It has come to my attention that (for a couple of months) I am now paying € 23,99 for the bunq pack, but also € 19,99 for an additional pack of 25 IBAN accounts. The bill is now € 42,99. So I contacted the customer service and asked them what is going on. He mentions that those connected sub accounts count towards the limit of 25 and mentions that it was always the case and never been different.
So, I was surprised about this, because I have proof that it was not always the case. I looked at my billing history and picked a month were I didn't have to pay for the additional 25 IBAN numbers, just only had to pay for the bunq pack. In that month, I am certain I had 23 sub accounts and had access to 7 connected sub accounts from my partner.

Now he is calling it a 'bug' when I wasn't charged for the bunq pack + 25 additional IBAN's.

So what is going on? Who is right? My billing shows otherwise, but the customer service employee calls it a bug.
What is your experience?
And if possible, where can I clearly read that a connected sub account counts towards the limit of 25?

thijsoost

@Cheaternl#261162 Sub-accounts count for the owner of the sub-account. If your partner shares his/her sub-account with you, you're not the owner. So - as far as I know - it shouldn't count towards your limit, but his/her limit.

Note that this counts for Connect accounts, since I believe Joint accounts count to both of your limits.

And keep in mind that a closed sub-accounts will count towards your limit until after 60 days.

Cheaternl

The customer service employee shared a list of IBAN's with me, that counted to the amount of sub accounts for my limit (and beyond).
The list contained 25 accounts from myself and also the connected accounts from my partner. 7 of them, and those are not Joint accounts.

Joeri-Silver-Lynx

@Cheaternl#261171

Incoming connected accounts do count towards your limit.

You could see the “25” as ‘slots’.

You can fill them with different sub-accounts or connects, but the connect will count towards your limit taking up a slot and will trigger the extra charge if you go beyond 25.

Read here: https://together.bunq.com/d/51686-25-ibans-sub-accounts-monetary-accounts-25-slots

To answer your question. As far as I know, you cannot read this rule anywhere (besides the community post which is why it was written.)

Joeri-Silver-Lynx

@thijsoost#261163 (fyi cc to you; see post above)

Cheaternl

Thank you. However, @Joeri-Silver-Lynx the link goes to this post.

Joeri-Silver-Lynx

@Cheaternl#261177 Oops.
Fixed it; refresh or https://together.bunq.com/d/51686-25-ibans-sub-accounts-monetary-accounts-25-slots

(mods; you may remove/hide the posts due to copy paste mistakes)

Cheaternl

If you have more than 25 (IBANs + connects + recently-archived IBANs) within a single bunq-account and are you not charged the extra 19 euros a month? Please let me know, because that means contradicting information.

I have proof of it. In July 2021, I had 30 sub accounts (23 from myself and 7 connected sub accounts) and I wasn't charged 19 euros for it.

That raises the question, how do you know those 'answers'? Have you been into this kind of issue before writing that post? How have you generated those seemingly facts that don't have an official writing based upon.

Joeri-Silver-Lynx

@Cheaternl#261179 The part you quoted, is part of the section of the post that explains where this is information is coming from. Based on interaction with the app and Support. - The reason why it is written like it is, is because it is a public forum and I felt it would be more suitable to write it like that so it is just about the information.

(Splitting post)

Joeri-Silver-Lynx

@Cheaternl#261179 That being said, you provided new information. You wrote that you had 30 accounts of which 7 connects without the extra charge. According to the model that was interpreted, you should have been charged.

This could mean that bunq changed this 'business rule' and started counting differently, but before we go into that, let's unpack what you mean.

At the moment of writing there is no counter inside the app. There is also no history log of the number of active sub-accounts or connects. The number 23+7 is counted by your hand, correct?

(This is about information, not about me trusting you or not.)
How do you determine in an absoluut way that you have had those sub-accounts active/linked in 2021?

Can we read at which date a certain sub-account is opened?
Can we read at which date a certain sub-account is connected? (For example, when you disconnect an incoming connected sub-account (the tile disappears), but it will leave a line* inside the log with all transactions. So one can infer the date on which a sub-account is disconnected.

However, this *line reads "Access to [sub]account was removed.", cannot be searched, only found by scrolling.
Since this was recent for me I can find it by scrolling, but how do we determine when a connect was established? Scrolling back further? Or is there a date on the connection page?

Additionally, as far as I have seen, we cannot read in the app when a sub-account was closed/archived.

So how do we determine with absoluut certainty (from our user-side in the bunq app) that one was above the 25 limit, without an extra charge?

I think it is hard, near impossible. If we could, we could present our findings to the moderators or support and ask why this rule of was changed suddenly. But then what?

The outcome of this could be: that was a bug, we meant to count connects, but it was a mistake we didn't. We corrected that mistake and started counting them and henceforth bill users.

Because including or excluding incoming connects can be explained both ways as the logical way, it is a grey area what is the "right way".

Personally I think informing your users of additional significant costs before they make them is a requirement regardless of what you include or not, but how we feel about this, might be irrelevant.

Joeri-Silver-Lynx

@Cheaternl#261162 Hey Chris,

Wanted to reach out, assuming you have 23 sub-accounts, 7 connects, no recently-archived:

If you can disconnect 5 of your connects, making your total 25, you are within your limit again. (Assuming you have no recently-closed sub-accounts.)

Then - what I wanted to let you know - you could ask support to remove the extra (future) charge as it might not go away automatically.

Perhaps, you could kindly ask for a refund for a partial number of months you were charged extra without your knowledge, provided you would never have accepted the charge if given the choice.

You might have resolved it already, but just in case. Take care.