Navigating Chargeback Challenges: Experience and Suggestions for Improvement

Ves

Great suggestion and very worrying that you can't rely on the "timeline" in the account.

This has prompted me to investigate my own accounts now.

I hope Bunq takes this input serious to implement. Though with a focus shift to the US market time will tell if it does.

Maarten-Turquoise-Leopard

Ves Hi Ves, any results of your investigation? Hope everything matched your expectation?

Maarten-Turquoise-Leopard

FR Hi! I think they tried different kinds of transactions, some were payments and some were more like pre-approvals? The merchant(s) were unknown to me, some Hilton hotels in South America. I hadn't enabled auto cvc but now I have for all my cards.

I must say that I am using Bunq as my primary bank for many years now, and I'm very happy doing so. I share this experience because it's actually un-bunq-like, so I think they want to know and handle it better than other banks.

Maarten-Turquoise-Leopard

Alexia 🇺🇸🇷🇴 Well this is actually not my experience. For me, the transaction overview still shows some reserved payments as: "ready for the merchant to claim the money" (while the statement shows a refund) and even more worrying: it shows a transaction as €200, while the statement shows it had been increased by the merchant to €500. At least that's how the support chat explained it.

Gerhard-Yellow-Frog

I reported a similar issue where the transaction timeline in the app didn't match the statement to support two months ago; they assured me that the "bank statement where the information is 100% accurate", which is great apart from the fact that I kind of assumed the timeline will match the bank statement and is not just a fancy facebook-like feed of potential financial transaction fake news.

Alexia-Hummingbird

Hey William! Thanks for expressing your concerns 🙏 Please note that when you ask for a chargeback, our team has to actively investigate the transaction and also get in touch with the merchant. Therefore, we'll make sure to reach out as soon as we have an update regarding it. For the different dates, please reach out to our support team via support@bunq.com and we'll be able to take a closer look at your situation 🙌

Maarten-Turquoise-Leopard

Alexia 🇺🇸🇷🇴 I hope these different experiences show you that there are some issues with the timeline correctness in certain specific cases, such as: a changed payment amount by the vendor or the actual payment refund status.

I'm curious: are you considering this as a bug report or as a feature request that needs more claps to get prioritised?

Alexia-Hummingbird

Hey Maarten! Thanks for your question! For a bug to be reported, we need to fully assess the situation (that's why we always redirect you to support, given we can't label a concern as bug until we understand the background of the situation). Once the bug is confirmed, the responsible department starts working on finding a fix 👨‍🔧 For feature requests, we are closely monitoring the community posrs and redirect the most requested ones to our Product department 🚀 Hope that clarifies your concerns!

Maarten-Turquoise-Leopard

@Alexia 🇺🇸🇷🇴 Well support redirected me here to share my experience.. Being sent from window to window brings back memories of an old bank.. ;-) Hope you have the internal flexibility to show the feedback to the relevant department. The accusations in this thread about the timeline correctness might be more severe than just a feature request..

emily-Blue-Wolverine

Maarten Hey Maarten 👋 Thanks for your concern! I've reviewed your communication with support andit seems my colleague was correct to send you here to suggest improvements to the user experience. We greatly appreciate your insightful feedback as we're always considering how we may improve the banking experience we offer, from payments to chargebacks 🌈

Alexia-Hummingbird

Dr. Adair-O’Neill Hey William! I have checked your account and couldn't locate any support ticket - neither open nor closed. Can you please reach out to us again? We'll make sure to pick up the ticket as quickly as possible, given the increased ticket counter 🌈

Maarten-Turquoise-Leopard

In the meantime I decided to open a bug report for the unreliable amounts in the app timeline. That bunqr was able to tell me there was indeed a bug in the timeline at the end of last year. Apparently they fixed it. I must say this case has left me a bit suspicious..🤨