OK, I'm a trial customer - I have Revolut, N26, 2 other traditional banks and now Bunq in the last 2 weeks. I really want to like Bunq, but it gets in its own way:
Bunq has some very annoying "features" for daily use:
It will ask me to login to the web ui with my webcam / documents. Why? Just let me authorise my web session with my 2FA or my mobile device - all other banks do this. It's not convenient to keep going throught the ID thing. I'm not searching for my passport to open a website where I already have an account with and am loggedin on my phone. This is 2024? Fix this.
When I transfer a larger amount within MY ACCOUNTS - ALL IN BUNQ - FROM AND TO MY ACCOUNTS - the transfers get flagged and bogged down - why? WHY? Makes zero sense. The money is from my account to my account. Bunq knows me and my accounts, what is the holdup? Here is where people will give up trying features like creating accounts, setting up savings, etc. This does not happen in other banks. Fix this.
Asking minors for documents. Don't. If you offer child accounts, the parents should be responsible for the minors. Let the parent's authorise the devices for the children and provide any documents. Children currently cannot use Bunq child accounts without providing photo id documents. Other banks don't require this, only bunq. Fix this - give the app a QR code which can be authorised in the parent's phone and the child get's access.
Savings accounts with convoluted interest rate rules. This is not a bug, but a cause for mistrust. I start of with one rate, then get another in 4 months. Only new money get's certain interest rates, old money others, etc. This makes me feel uneasy and that you will pull the rug at any time.
Together.bunq.com is not good enough as a help resource. It's a mishmash of posts with unresolved issues and different solutions that worked in the past and might not work today. Bunq keeps changing and the posts there are not necessarily still valid.
Final thoughts:
I like your design, the mission of the bank, but it feels like you started at 100 miles an hour and then ran out of steam. It feels like the founders or core product / tech team left and you are just trying to keep things from breaking and explode.
