• Support times being extremely long

Hi fellow bunqers,

does andybody here also have this giant issue with support being extremely slow? I am wondering on how this can be justifiable for a bank that takes quite a premium price for their paid services. The SOS support being available once a month is also a pathetic joke as until now I have never been helped by support or SOS support within the timeframes stated by bunq themselves.

Also we do not even have a phone number to be able to contact anybody at bunq. In case of an emergency you are completely screwed. No person will pick up. There will be a robot that records your call and puts it into the app, where you will also not receive any help whatsoever.

Does anybody here have some expierence with actual human contact at bunq?

    @fml89#294927 I've contacted bunq support a few times since I joined bunq in 2018. I haven't contacted bunq support recently, but I used to get a response within only a few hours. Now it looks like support times have increased to 1-2 weeks.

      @fml89#294927 Support is slow curretnly, i assume because of last months negative exposure causing an high increased in tickets and being understaffed (as all company's). If they don't repsonde on your ticket in 2 weeks bump it.

      SOS support i don't know but did you have a real SOS? like a blocked/broken card or a bank account plundered. I luckily dont need it for now, but as sombody that somtimes has done SOS service for other tech company you get some really not Emergency qualified tickets, but if it was then you have the right to be furious.

      and the part: 'justifiable for a bank that takes quite a premium price' it is because of the other stuff you can do with you bunq account that makes up for the premium price.

        @Eden-Initiative#294936 I did have a real SOS and I received a reply after 2 days and was only ever helped after almost a week. Honestly it is not worth even trying to get support at this point.

        I do not think that 2 weeks is a valid waiting time for support at your bank that is processing your income streams - or any bank at all to be really honest with you. Understaffing is not a "all companies" issue either. My employer for example is not understaffed :x I can understand a day of delay to at least properly answer a support ticket, but also really only if things like an ETA on when you will receive help and the actual status of your ticket are being made visible to you. The way it is now - shaped like a chat - is not really up to par with the support system for any kind of financial institurion. Solutions like Salesforce, Hubspot, ZenDesk and many other systems can show you how a good solution can work and feel.

        On how it is justifiable for a bank you think other features can make up for a paid feature missing? I disagree. You dont go and hail for an UBER or book an AirBnB and think it is ok when the UBER shows up without space for your bags or the AirBnB missing the bathroom either. Sorry but having support chats being pointed out as a feature makes this a necessity to always work in a correct and orderly fashion.

          @fml89#294953 2 weeks is not valid indeed. Wasn't trying to talk that right. Tickets should be atleast be answered in 3-5 days and SOS should be answered when its called. So kind of bad that took 2 days to respond.

          'All companies' might be a stretch on my side, but hiring and finding new people is an issue there are a lot of job openings. bunq did mention they had a big issue with growing too fast and not being enabled to keep up with employees but there is support you can slam in a ticket and you get support, or even on this forum a bunq employee met help your issues. So its not like there is zero support.

          For the use of software like "Salesforce, Hubspot, ZenDesk" you could make it a seprate discussion/suggestion. I mean, I do agree that it could be a bit more stable the idea of support, but in all fairness when I joined bunq, a new bank i knew that it would have growing/startup issues, but maybe i am less needy that i don't need support all the time that, I got no clue why everyone is so support needy of there bank?

          but the SOS support thing should be fixed. that's like a nobrainer, really hope they give that priority and maybe it is already fixed. I hope to never find out.

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