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Swift Payment lost..

New-Orange-Tapir-2183528880

Hello, I recently made an international transfer from my USD account in the Netherlands to a Jamaican account via SWIFT. However, it has not been received yet and it's been 11 days since the transfer. My account shows that the payment has been transferred, but I cannot find the full transaction ID in the downloads. The bank statement I have only shows the receiver's local account number, without any other information such as address and SWIFT code. I have opened a ticket with Bunq, but I have not received any reply yet. How can I make sure Bunq helps me check if this transaction went through? Also, how do I avoid this in the future? I need to be able to make payments overseas in USD fast. Thanks guys!

emily-Blue-Wolverine

Bram Hey there, Bram 👋

Thanks for reaching out! All you need to do for us to look into what's happened with this transfer is open a Payment Investigation, directly from the app! Once you do this, a member of our Payments team will look into it as soon as possible 🙌

New-Orange-Tapir-2183528880

Hi Gia, I went through these steps, But I got stuck. All I can do is download a statement for the receiver so she can chase her bank. The problem is the information does not even show the full info of the payment: no transaction ID or Swift. All I can see is the receiver name and local account nr. More information is needed for a proper investigation.

thijsoost

Bram The Transaction ID should be visible. It is on my statements at least

New-Orange-Tapir-2183528880

Thijs Thanks for your reply! Not on mine, also not on the .csv exports. I've made a separate ticket hopefully get some help soon. Also a real payment investigation cannot be started.. It leads to a dead end with only option is download export statement. I don't see an option to file an investigation from Bunq side.

thijsoost

Bram A payment investigation can only be done by the receiving bank. So if you've sent a payment from bunq to another bank, the other bank should do the investigation. The other bank needs the bunq transaction id to look for the transaction

By the way, I just exported another statement and now I cannot see the transaction id 🤔

purple-violet

Hey there Bram 👋

Thank you for getting in touch with us! I noticed you've submitted a ticket through the in-app support chat - we'll get back to you about this as soon as possible 🚀

New-Aquamarine-Chameleon-3985916159

Thijs I can assure you that this is not the case with all payments or accounts. I also can't see the transaction ID on my statements and am in exactly the same position as Bram. It is extremely frustration especially with the lack of assistance from Bunq.

New-Aquamarine-Chameleon-3985916159

Violet 🇬🇧🇹🇷 BY as soon as possible do you mean the anticipated 9 days turn around time?
Bunq's customer support is beyond terrible.

New-Orange-Tapir-2183528880

Still no word from any customer service. This is beyond annoying. I cannot cancel the payment. The receiver needs a lot more info to even request an investigation from her side. Quite a large sum of money just deducted from my account. This is not a way to do international business at all. For the receiving bank, they need a UEPR NUMBER recording a TRANS BORDER TRANSACTION for them to identify that the transaction was sent. They cannot find any trace of it.

New-Orange-Tapir-2183528880

Thanks for doing this, Violet. Please let me know how long this will take. I am a fan of online banking, but when things go wrong, I need to be able to talk to someone from the bank itself. Every other bank says to please notify us ASAP if a transaction has not arrived. At the moment, I don't even see a way to get in contact with my own bank :(.

thijsoost

Bram You can contact bunq via the in-app chat or via email, just not by calling.

New-Orange-Tapir-2183528880

Thijs will try email next time. The chat got just ended with an incomplete statement download for me to sent to the other bank anytime I tried. But the money arrived eventually so that’s great! Thanks for your support Thijs!

New-Orange-Tapir-2183528880

Update: just got word that the funds have arrived in the receiver’s in USD account. Still amazed that I could not be of any help or provide any information from my side. For any payment especially international you should be able to see all info like Transaction ID to provide it to the receiving bank. Anyways case closed for now thanks all for your replies!

New-Cyan-Ewe-3627379235

Hi. I have the exact same issue. I made payment form Netherlands to South African account (SWIFT) . It never arrived. Logged support ticket through the correct channel - they reponded just echoing what I need - the document with transaction ID for SWIFT transaction. Then say I must request in app support since they cannot send it through public channels - but that is exactly what I did! Then tried the SOS chat line - some AI robot with no useful results. Then tried to call - recorded msg of no use. I do not know what else to do and my money is missing. I will definitely move banks after this!!

Alexia-Hummingbird

Sharon Hi there Sharon! Thank you for sharing your feedback. Our support team knows how important it is to receive a prompt response and we will always aim to provide you with the best solution in a timely manner.

We'd like to advise that when you open a ticket with us via the app: https://www.bunq.com/link/support you'll initially see an automatic response from our Finn AI-assistant with proposed solutions, you can then send a new message and you'll be redirected to one of our support guides who will get back to you shortly. You can also follow the steps here: https://together.bunq.com/d/44000 to use our SOS support option and we’ll get back to you in 10 minutes ✅

Another option is to contact us at support@bunq.com 📩 You’ll initially receive an auto-reply with proposed links related to your question, if you then send another message or click on the link you'll be connected to one of our support guides. They'll look into the situation and help you right away 🚀

Alexia-Hummingbird

Hey Sharon! Thank you, our support team will pick up the message as soon as possible. At the same time, please the email address exists and redirects all the messages to our Support team 🚀

Jo-

Hey there Kyle 👋

Our team is diligently working on a solution and will get in touch with you through the in-app support center once it's ready. We truly appreciate your understanding and patience during this process, as we know how frustrating this situation can be. Your experience is important to us, and we're committed to resolving it as quickly as possible. Thank you for your patience meanwhile 🙏

I've also noticed that you've responded to another discussion in our community, for streamlined communication, it's always best to keep the conversation in one place. Please count my reply as also a reply to the other discussion you've posted in.

Thank you for taking part in our community!