A few days ago my bunq app claimed that I was logging in on a new device and I had to reverify myself through a video and a voice recording. It happened to me once before on the same phone, while I was traveling. That time I also had to upload an id, which luckily I had on me, so I guess things have improved there.

But it is still a bad experience. Without the app, where I have my personal and my business accounts I can not do anything. I can't even go to the forum to ask for help because you need the app to log in.

I did the reverification a few times, and waited about 5 days in total and still the app was telling me that I needed to verify myself.

I tried to call the SOS line, which only gives you an ffing robot. It will record the message of your problem and then tells you that the answer will appear in the app (!).

So I tried SOS again, and it tells me I can only use SOS once a month. Asking me if I can still access the app. I answer "NO". Robot: We will send you a link to open the app. So I get a link in my SMS which then just takes me to the login screen of the app :\

At this point I am getting really pissed off, and I verify myself again but this time I gain access to the app again.

This whole experience is really not ok IMO, and it makes me reconsider if I really want to depend on "the app is everything you have / you can only talk to robots" kind of banking.

If everything depends on the app, but the app can crap out on you randomly for no clear reason, that doesn't feel secure. Sorry for this rant, but I am genuinely pissed off at how hard it is to reach anyone in case things go wrong. It shouldn't be that expensive to have a few actual humans available for your SOS service. Especially if you are limited to only using it once a month.