AlexanderRookieHello,
I've made a payment 25 January 2024 3:57 PM to my IBKR account, but still money doesn't arrived to account. I've contacted company to whom I transfered money, and they confirmed, that money hasn't been received. They said as well investigation or recall of funds is the obligation of the sending bank in case of payment was sent incorrectly or did not arrive.
What shall I do in this case?
Marko 🇬🇧🇧🇬AceHey there, Alexander 👋 Thank you for bringing this to our attention, on of our guides will be with to as quickly as possible. In such cases we advise on opening an in-app Payment Investigation. You can find the steps here - https://together.bunq.com/d/46954. Our relevant department will review your missing payment in 5 business days and contact you through the open event in your Bank Account’s overview.
AlexanderRookieI've checked SEPA Credit Transfer Scheme Rulebook, and as per this book, Bunq should start investigation and trace this payment. Could you please start this investigation?
Best Regards,
Alexander M.
ThijsProdigy@fcdm25#288809 You have to start the investigation yourself: https://together.bunq.com/d/46954
Gia 🇬🇧Ace@fcdm25#288809 Hey Alexander 👋
Thijs is correct! Please open an in-app payment investigation using the steps listed in the link he's provided and our Payments teams will look into the whereabouts of your payment ASAP 🚀
AlexanderRookieI've contacted company who should receive those money and asked them about investigation. However, they sent me back next message:
Please note that a investigation or recall of funds is the obligation of the sending bank in case your payment was sent incorrectly or did not arrive. Hence we do not understand the message from your bank and you may want to follow up with a expert at your bank on the same.
AlexanderRookieHi there,
In the end, payment has been returned to me.
There is a timeline
Payment Sent - 25 Jan 2024
Payment Returned - 14 Feb 2024, with description:
RTN OF SEPA PYT FOR AMT 2500.0, V/D 2024-01-26, E2E id NOTPROVIDED, RR04, IN F/O Interactive Brokers Ireland Limited, Regulatory Reason.
Looks like Bunq AML blocking my payments to my broker account on Interactive Brokers, but I do not fully understand why.
I sent payments again on 24 Apr and 25 Apr 2024, and none of them arrived, however transfer from the Revolut account arrived at IBKR within 1 hour.
Could you please clarify, why this is happening?
@fcdm25#292205 Hey there 👋 Thanks for getting in touch! Could you please reach out to our support team via the app, so our guides can take a closer look at this case?
AlexanderRookieI did this, but waiting time 9 days…
@fcdm25#292239 Thank you for confirming! Our agents are doing their best to be as fast as possible 🙏
GeoffreyChamp@fcdm25#292205 Why don't you go through Wise directly ? Bunq works with wise anyway. And there is an integration with Wise in Interactive brokers. It took few hours for Euro to be on IBKR and few days when I sent direclty USD. Might worth to convert directly on IBKR if it's high amount
Tim (Stitch) 🇩🇪🐾🏳️🌈ChampHallo zusammen,
ich verstehe nich, warum hier immer wieder liest, das Geld nicht ankommt.
Ich habe vor einiger Zeit auch eine Überweisung in Höhe von 2900 € getätigt und diese war innerhalb weniger Sekunden beim Empfänger.
Aber es ist hat immer wieder beunruhigend sowas zu lesen.
AlexanderRookieGeoffrey, before Jan 2024 I never had any issues with SEPA transfers to IBKR. Every month I sent money and it arrived within a day all the time.
I’m getting salary to bunq, and for me using wise is unnecessary extra step which I can avoid.
For example, I sent money from Revolut account and Bunq one more time 25 Apr
25 Apr, 10;21 - money sent from Bunq to IBKR
25 Apr, 10:28 - money sent from Revolut to IBKR
25 Apr, 11:44 - money arrived to IBKR from Revolut
25 Apr, 21:01 - money arrived to IBKR from Bunq
As you can see, if everything works fine, money arrives so fast, especially with Revolut.
AlexanderRookieTim, most scary thing is speed of Bunq customer support. Imagine I got no reply from 25 Apr and my 3000 EUR somewhere nowhere. Good think it’s an transfer to my broker, and not payment for some service or purchase.
For example, yesterday had a question about my AMEX card, and I got reply with 30 seconds in their mobile app. For me it’s hard to imagine how many people should work in customer support to wait for reply 9 days.
Also you can find similar complaints on this forum or Reddit. That’s why consider this risk while using Bunq
AlexanderRookieHey guys,
What to do if there is no reply from bunq support within 11 days? It looks scary tbh, since if bank can not afford customer support agents it might show some issues with liquidity. It hard to imaging how many agents works in bunq, if no one look to the ticket within 11 days.
MarcRookieLes 1 is dat nooit met hoge en grote bedrag via fintech bank geld overmaakt maakt je altijd eigen klassiek bank over ... dat is veiligste optie...
Zelf doe ik maar tot 100 euro ... maar dat is dan het.
ThijsProdigy@Marc-Maroon-Unicorn#292923 Ik gebruik bunq ook gewoon voor betalingen van ±€1.000, niks aan de hand 🤷♂️
AlexanderRookieIn the end, after 19 days money was returned to my bank account with the same message: "E2E id NOTPROVIDED, RR04, IN F/O Interactive Brokers Ireland Limited, Regulatory Reason". I made a mistake and sent this money again, and looks like need to wait 19 days while this payment returns to my account. Also, tried to send from ING and Revolut and the money arrived within a few hours.
Interactive Brokers and Bunq support claiming that the issue is not on their side, but I suspect based on error code RR04 it's more about Bunq. As per info on the internet R-code 04 requires me to contact Bunq. Link 1, Link 2.
I found PDF on website of European Payments Council and they are saying in case of error RR04, suggested action is "Originator to contact the Originator Bank"
