• Transaction is refunded but not showing up in the app

I have been having this issue for quite a while now and even after reporting it to support it still persists.
I have not been reading anything similar until now.

The payment in question is a pre authorization from Tier (escooters) which charges 10€ every time you start a rental and later changes the amount to the correct one based on the usage.
Since I have a pass which let me use their service for free the 10€ have been refunded just after but they don’t show up properly in the app.
The funny thing is that under the transaction it shows “the merchant refunded this payment” but the payment still shows as debited (with the numbers in orange).
When I noticed this I opened a refund request through the app which gave as deadline the 2022-09-16. It was a while ago and it still says pending.

The merchant confirmed me that the money was not taken but it’s really frustrating seeing it not right in my bank.

Although this may be very specific, anyone else have been having the same issue?

    What is the issue exactly? Is your account balance wrong? What does an exported PDF statement show?

      In the statement it shows up as credited but not in the app, where it remains debited and the refund request still pending.

        10 months later

        I have exactly the same issue. I should have received 721 euros and 116 euros from online shop refund. I can't find these amounts in the app. When I download my bank statement I only find the 721 euros.
        The online shop shared their bank statement showing the successful transaction and their customer service confirmed:. "Our bank has confirmed that the transaction has been carried out correctly. Please see attached the ARN code of the transaction details."
        However I still can't find the 116 euros.
        And this is not a one time issue. I have 2 more of these issues -> half amount arrived / half missing.
        I contacted Bunq last week and once more beginning of this week, but I still have no response. This is extremely frustrating.

          @Alexandra-Striped-Cat#281729 Hi Alexandra 👋 Thanks for reaching out!

          I understand you are uncertain whether you have actually received a refund because of how refunds are displayed in the app. It is, of course, understandable that you wish to verify the receipt of your refund! The best way to do this is to, as you mentioned, is to export a statement, as this is a definitive overview of all of the transactions into and out of your account. If one of the refunds you were expecting to receive is not shown there, and you have confirmation that the merchant completed the refund (ARN code), please open a Payment Investigation in the app, so that our team may locate the refund and make sure it ends up in your account!

          I do not see any tickets awaiting response from your account, if you still require further assistance, please try to get in touch again by reaching out to support 🌈

            11 days later

            I contacted support last week on 29th of August. I did not get an answer. Still waiting.

              I am already waiting 6 days for bunq support

                a month later

                @thends#271232 I have the same issue. I tried to reach out to bunq like six times and they won’t help me. At this point I’m thinking about getting a lawyer since they just keep my money

                  @New-Apricot-Chamois-2892904417#284675 They won't help you, or they didn't respond yet?

                    Hey there, @New-Apricot-Chamois-2892904417#284675 👋
                    I understand that it can be frustrating when your funds don't show up in the app. However, please keep in mind that occasionally a visual bug can cause payments to not appear. To confirm if you've received a payment, you can easily export a bank statement, which will consistently display all your account transactions 🙌

                    If the payment isn't visible in your bank statement, it indicates that you haven't received it. In such a situation, you can easily initiate a payment investigation directly from the app 🕵️

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