Interacting with the staff from my favourite bank—bunq, of course—is a very nice feature and it’s so far the only option, bunq customers currently enjoy in case they want to or need to speak to a bank representative.
For instance, if you want to ask bunq to get the money back on your behalf for a credit card charge that you think was incorrect, a bunq agent will send you a message via that messaging system soon later in order to ask you to provide more information about your request.
You reply with the requested pieces of additional info, and leave that message thread concerning your cc charge open because it has not yet been sorted.
However, if the agent gets back to you about it—which may even be weeks or a few months later only—what you will see is just the agent’s update or new request but at least I was sometimes wondering which original request all this referred to: no merchant name given, no date of transaction stated in bunq’s message; not even the amount that was originally charged.
You may not just get lost (especially if you have more cases pending at that time) but I find it intransparent, to be honest, and a customer may also miss the deadline for submitting more details—a deadline that was set by bunq, and sometimes missing that deadline would mean your request would perhaps get automatically turned down by the system.
The customer’s original enquiry and the documents he already sent in, should always be visible for him in the messaging system plus the last message the customer received or sent. Or bunq should maybe think about implementing a systems that makes all parts of the thread visible at all times. Could lead to confusion, too.
In-app or inside online banking messaging solutions, I take it, most banks don’t really fancy. I have never seen any bank with a solution that covers both, the bank’s needs (security etc) as well as the customer’s needs (security, too, easy handling etc).
If bunq pushes their system further in the way I just suggested, maybe we would all be happier and more efficient in communicating. Thanks for reading and commenting.
