bunq Together

Wire transfer in USD

New-Red-Fox-2180651471

On 6-Oct, I did another transfer, but it was failed again due to "incorrect banking information".
On 17-Nov, there was a message sent to my Bunq app but I noticed it only today.
It is strange that the 1st transfer was finally successful but the 2nd transfer was failed again.
Could anybody help to check what was the reason?
(The required information to apply a ticket are not fully available yet.)
See attached screen shot: One possible error could be a wrong information for "Account is Domiciled".
Should it be UK or NL? (I am living in NL but the account is a UK account, ![GBxxTCCL.)!

emily-Blue-Wolverine

J.Li Hey there, J. Li 👋

It's correct that your account be domiciled in the UK, as all our foreign currency is held there. If the transfer is still failing, could you please reach out to support with this information + info on the sending account? We'd love to hear more about the situation and help you to resolve it 🙌

New-Red-Fox-2180651471

Gia 🇬🇧
I have just started an investigation. At the same time, I have also asked the broker to wire the money again - with the information as in the snapshot / the same information with the failed transaction.
As I mentioned, it is strange that the earlier payment was OK but this one was failed.
For this failed transaction, actually Bunq/CCL knew that the fund was intended for me but it was rejected, otherwise I would not get the failure notification (incl. the sending bank name & amount) in Bunq account. What was the reason of rejection? Do Bunq/CCL need more information and what kind of information? I hope I could got an answer to avoid this kind of problems in the future.

emily-Blue-Wolverine

J.Li Hey J. Li 👋

I completely understand your desire to not have this happen again! Please reach out to support for more information on why the payment was rejected, as I'd not be able to share any details like that here. I hope all goes smoothly with this next transfer 🙌

New-Red-Fox-2180651471

Gia, Thank you very much.
I have just received a message from Bunq and the case is closed. See the reply below, which is not a help at all.
What can I do now? Maybe I could try again with a new case, adding a document with the questions and information I would like to know in the document.
Could you help me on this - what was the reason / how to avoid in the future / what was the difference between the succeeded transaction and the failed one - without share personal information?

alice-lime-puma

J.Li Hey there 👋 Thank you for sharing the message you received here!
Note that Together is our platform where our users are invited to share their ideas and discuss their opinions/feedback with each other about our features and services. Since your inquiry relates to a unique payment issue that can be resolved by our guides, we ask you to reply to the support message you received. Our guides will be able to help you further via the encrypted in-app support 🙏

New-Red-Fox-2180651471

Alice 🇬🇧 🇫🇷 🇭🇺
Dear Gia, Alice, Thank you for your reply.
Please note: I have no chance to "reply to the support message you received" if the ticket is closed - I couldn't reply to the above useless answer via in-app support.

The second trial of wiring of the second transaction was failed again. I will try to open another investigation. This time I will write a long story to explain the history and what I want to investigate, as an document to be attached. I hope it can be solved this time, otherwise I would give up and close the bunq account.

Alexia-Hummingbird

Hey there! We have re-opened your support ticket and we'll encourage you to address your concerns over there, so our Support team can provide the necessary help 🙏

New-Red-Fox-2180651471

Alexia 🇺🇸🇷🇴
Is my case too complex? Transaction 1 was OK, Transaction 2 was failed. I want to know why and avoid failure in the future.

See the latest reply from Bunq, the first part the answer is the same as the previous reply. The additional part is interesting: the payment has never reached our system. (But the payment has reached and rejected by Bunq's partner - not my partner / not the sender's partner.)

I called the sender many times and the banking information (see also the screen shot above) were verified, and they have no detail of the failure but only "incorrect banking information". The transaction was not rejected by the sender but the receiver (TCCL).
If I still want the problem to be solved, do I have to contact TCCL directly by myself?

New-Red-Fox-2180651471

Update:
Bunq support provided me information "the payment in question was returned to the sender's bank due to security reasons by Currency Cloud". Now the reason suddenly becomes "security" problem.
I still do not know how to solve this problem:

The sender bank have the banking information as provided as in my bunq account / as above screen shot, with the correct name / swift / iban.
I do not know what was incorrect - as the sending bank informed us the transaction was failed due to "incorrect banking information".
I do not know what was the security problem / how to clear the security problem / what action I have to do.
The sending bank doesn't know the reason either.

I think there have to be a more efficient way to solve this problem.
I even prefer if one of bunq employees telling me "it is impossible", so I could just stop wasting time (the first trial of the 2nd transaction was > 2 months ago) and money (the sending bank charges each trial of wiring) on this matter.

marko-

Hey there J.Li 👋

Thanks for getting in touch with us regarding the issue with your transaction. I understand it can be frustrating, and I’m here to help.

We recommend reaching out to the sending bank directly to address the issue. Since this involves external transactions, the bank would be able to investigate and resolve any potential concerns. If the problem persists even after contacting the bank, we suggest exploring alternative methods to receive the funds. Sometimes, trying a different approach can be a helpful solution.

We appreciate your patience and cooperation throughout this process 🙌

thijsoost

Marko 🇬🇧🇧🇬 Hi Marko! J.Li already said (s)he contacted the sending bank:

"The sending bank doesn't know the reason either."

New-Red-Fox-2180651471

Marko 🇬🇧🇧🇬
I have contacted the sending bank again, verified swift/iban codes, and asked to issue the payment the 3rd time (even it is highly possible being rejected again).
The sending bank has no detailed information of the failure/rejection: swift/iban are there / it was successful once previously, and nothing else they could do at the moment.
Who knows the reason of rejection? The person who clicked the rejection button / the bank which rejected the transaction.
I think this problem cannot be solved without communication between BUNQ and TCCL.
Alternative methods? Sure there is, a payment could be directly paid to a Dutch bank account in EURO. But the initial purpose of opening a bunq USD account was to have a (supposed to be) nice alternative that bunq bank provides.

New-Red-Fox-2180651471

J.Li
I have received the money finally, after 25 days of the last trial of wiring (which was also longer than normal) / >3 months of the first trial of wiring.
I don't know how the "security issue" was cleared / what has actually happened in the background.
Still a little hesitating for my future transactions to Bunq, hope there would be no problem.
Thanks a lot to Bunq support.

Alexia-Hummingbird

Happy it all worked out 🙌 If you ever have any issues, don't hesitate to reach out to our Support team! We'll be glad to help 🚀