• Reserved payment not claimed and not refunded

I bought a flight online then I immediately canceled it because I realised there was an error in the dates. On my Bunq account the payment status is reserved but the merchant did not claimed it and after more than 2 months the payment has not been refunded on my account yet

    @New-Magenta-Frog-3921640034#280515 Hi! Usually, if a merchant doesn't claim the money, the money is automatically refunded after 30 days. It looks like that didn't happen here. Please contact bunq support, so they can look into it!

      11 days later

      The automatic refund of non-claimed payments has never worked for me – I have always had to initiate chargebacks manually.

        @Jiopot#281086 Hello Sergio 👋

        Thanks for sharing your specific situation 🙏 Please don't hesitate to get in touch with us via the in-app Support chat so we can take a closer look at how this feature acts in your specific case 🌈 Thank you!

          @Alexia-Hummingbird#281150 I've actually filed a bug report, the support suggested contacting the vendor or request refund in the app. So I just do it manually. Fine for me.

            18 days later

            I confirm that most reserved payments remain on hold by the bank if not claimed by the merchant. Have to constantly check it manually and contact support. That's a kind of shame for the 21st century online bank.

              @kserz#282839 They are automatically released after 30 days

                5 months later

                @thijsoost#282840 Obviously speaking, they are not. I don't know why you are making a false and misleading claim.

                  @rmayen#288466 It's not a false/misleading claim. If a merchant places a deposit on your bunq Mastercard credit but doesn't claim the money within 30 days, bunq automatically releases the deposit. If it wasn't released automatically for some reason, check this page.

                  You can contact bunq support to verify if you don't believe me 🤷🏼‍♂️

                    2 months later

                    I had the same issue where a payment was not claimed and not refunded after 30 days. It was a car rental through Hertz. They charged the rent amount, and separately a deposit. The deposit was reserved on Feb 14th and never got claimed nor auto-returned to my account. On Mar 20th, I decided to request a chargeback through the bunq app and instantly got the money "back" in my account. bunq now mentions "We refunded this payment because the merchant did not claim the money".

                    Just wanted to chime in here to say that the 30 day-rule doesn't seem to be a hard limit. I just looked into my transaction history and noticed some reserved payments back from January 2024 and even 2023. Most of them are tiny (card validation checks). I'll reach out to bunq support about this.

                      a month later

                      Er staan bij mij een heleboel bedragen "Reserved Online Payment" bji elkaar een groot bedrag door phising kan iemand mij vertellen of ik dit geld nu kwijt ben? Heb een chargeback doorgegeven dat ik deze betaling niet herken. Hoe nu verder? Ben hierdoor zwaar gedupeerd

                        @New-Mustard-Gemsbok-4289243068#292547 Je kunt het beste contact opnemen met bunq support en de kaart die gebruikt is voor deze betalingen blokkeren.

                          12 days later

                          I can confirm that bunq DOES NOT automatically release deposits after 30days in practice. Multiple cases for me both this year and last year, with different merchants.

                          Moreover, last time even a deposit explicitly refunded by the merchant was shown as denied payment and not released by bunq.

                          Last year I could request a refund from the app, but now bunq would not release anything without a WRITTEN PROOF from the merchant. Tried to contact support and they also do nothing without a written proof.

                          So my advice to anyone landing on this page is to never ever use bunq card for security deposits as it will either end up in a headache of gathering proofs or bunq will just steal your money.

                            5 months later

                            Same issue here.

                            I recently discovered by chance that a large car rental security deposit wasn't refunded within a reasonable timeframe. After looking into the issue a couple of days ago, I learned from internet discussions among Bunq users that you often have to manually request these refunds. Once I made the request, the money was returned immediately.

                            This led me to investigate my other transactions, where I found several unreturned reserve payments from the past few months. Last evening alone, I managed to claim refunds for four different deposits (hotels, car rentals, and car sharing), totaling around 900 Euros that had been stuck unreleased all this time.

                            This practice is clearly unacceptable and makes me seriously reconsider using my Bunq card as my primary card for travels.

                              Hey @New-Navy-Horse-4198678805#296908 👋 Thank you for participating in our community, and for bringing this to our attention.

                              If you expect a pre-authorized payment to be released, you can request a refund via the app by following the steps here. After 7 or 30 days (depending on the merchant), the amount will automatically bounce back to your account. You can find more information about reserved payments here: https://together.bunq.com/d/48140 📚

                              In the meantime, thank you for voicing your feedback about our current process, as it helps us improve our services to ensure a better experience for all bunqers 🚀

                                Is there a way to search for such payments? I'd rather not look through a years worth of transaction history one-by-one.

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