• Ideas

  • Contact support via Whatsapp

@LH-Black-Wolf#103789 Oh of course, you can have a personal opinion and feeling about it - but that’s something different than stating “it’s insecure” as a fact.

I never said that. I'm saying we have no insight in what's happening behind the scenes. Fact is, you are making use of a third party to deliver the messages to the customer, whereas with the in-app chat you have a straight connection to bunq through it's secured API. You have authenticated yourself using bunq's security measures inside the app, so bunq can be entirely sure it's you they're talking to (unless you leaked your credentials or so, but that's another problem imo). Anyway, I'm not stating that WhatsApp is necessarily _un_secure, I'm stating that you are dependent on their implementation. People tend to scream "end-to-end encryption", but that doesn't immediately make something perfectly secure. 😉 If bunq were to offer support via WhatsApp I think they should only do so for general questions and not user specific matters. 🙂 [/my 2 cents]

    It would just be good if there was a way to use a keyboard when talking to the support. OK, with the iPad App there is a first way if: you have an iPad (I don't) and if you have an external keyboard.

      Een ander voordeel van WhatsApp is dat je veel meer soorten bestanden kan sturen. Als er nu iets niet goed is met bijvoorbeeld een rekeningoverzicht of je wil die gebruiken om iets te laten zien dan kan je de PDF niet aan bunq sturen. Je moet de PDF dan eerst openen, een schermafdruk maken en vervolgens die schermafdruk opsturen. Dat is ook niet handig.

        As I get the benefits of a WhatsApp support chat, there are a couple of problems (some of which have already been mentioned above).
        1. Security and identification:
        WhatsApp is a fully encrypted service, which is very nice, but the encryption is in hands of WhatsApp (eg Facebook) itself. This way, bunq does not have any insight in its security. Also, anyone can ask for support via WhatsApp, so therefore bunq needs to do some kind of identification process before a conversation can take place. In my opinion this brings a lot of risks as well, as an impersonator might be able to get information about your account (if the identification is not done well). The built in support chat tackles both of these problems.
        2. Why change something that works well?
        In my opinion, the support chat in the bunq app doesn't lack any functionality, other than it's location (which can be changed in the future of course). Jeroen states one aspect of the chat which I agree with: you cannot send anything else than photos. But also this can be changed within the already existing support chat.
        3. Dependence
        bunq is built to be independent. This makes a company and especially a bank stronger. Relying on third parties also brings disadvantages in this aspect. I'd like to keep bunq as independent as possible.

        Of course, all of the above is just my opinion. I know that other banks in The Netherlands do actually offer a WhatsApp support chat, so in theory it's possible. You just have to really think it through.

          @TwitNour#103878 👌.... and in addition to that... I'm not really worried that WhatsApp is reading messages. But, lets face it, Mr Zuckerberg isn't know for his care about privacy. So, one thing I can imaging is that WhatsApp has a detailed knowledge about who is communicating with who and when. That is a goldmine of data. So only for that reason I wouldn't want that bunq uses such apps.

          But more importantly.. like @TwitNour pointed out: why would we wanna change the already near perfect in-app chat? 🤷‍♀️

            @TwitNour#103878 Regarding point 1. Actually Signal Protocol, which WhatsApp uses, has a hash verification system implemented that signs keypairs. A potential takeover can be detected instantly with zero effort; heck: you can already get WhatsApp to generate a warning on its own, the function to notify about a keychange is included in the normal user app as well :) But yes it would require an extra check in the app if the key changes for enhanced security - and that would take up some dev time. The verification is simply one API-call and a one-time confirmation in the app until the code changes. (Which also happens upon reinstalling WhatsApp or getting a new phone.)

            So there’re absolutely opportunities there. :)
            The only thing that might potentially be hard (but not impossible) to detect in a user friendly way is a MitM-attack upon first verification, but for that to happen: someone must have a deeply compromised phone and thus it’d probably be childs play already to monitor the chat with bunq from the bunq app itself and thus no difference in that respect. :P

            I doubt it’ll happen by the way, but I feel it’d be very nice to have a decent chat method like WhatsApp or Signal instead of the in-app chat and it offers tons of UE-bonuses. I understand the request being made. However, maybe instead of doing a WhatsApp-channel: the in-app chat could be improved drastically? :) I vehemently disagree it’s near perfect, there’s a lot of room for improvement for multiple reasons. But as this topic is specifically about WhatsApp-support, I won’t pull it offtopic to discuss that unless the OP would be open to it/see it as a fair compromise. :)

              a year later

              Whats bunq phone number are whats app so I can connect

                @Welcome#210678

                bunq doesn't provide support through WhatsApp. You can contact bunq through the in-app chat under Profile > Menu 🌈 > Get Private Support or on support@bunq.com.

                  a year later

                  Goedendag Bunq,

                  Hoe kan het dat jullie maandelijks 17,99 van mijn rekening incasseren?

                  Ik neem aan dat dat niet de normale kosten zijn aangezien het bij andere banken rond de 2 euro is.

                  Ik hoor graag van jullie.

                  Met vriendelijke groeten
                  Rayen Moussaoui

                    @New-Black-Chipmunk-892312300#238428 Hi Rayen, this is the community forum. You're not talking to bunq. If you want to contact bunq, then use the support chat in the app: https://together.bunq.com/d/40046

                    If you don't want to pay 17.99 Euro/month, then just choose a cheaper plan. bunq offers plans at different price points: https://www.bunq.com/benefits And you can switch between them anytime just by going to your plan settings in the app.

                      2 months later

                      Heyyy heeft bunq een storing?

                        @New-Scarlet-Ram-893975246#241254
                        HI @@New-Scarlet-Ram-893975246 , all looks fine.. which problems are you experiencing?
                        Cheers
                        GG

                          a month later

                          Whatsapp Support is always going to be a difficult one. We always put security and privacy first, so personal information will only ever be handled inside the app, never externally. Also, it wouldn't necessarily be faster, we still take questions as they come, regardless of the source (and we're hiring like crazy so we can help faster, https://www.bunq.com/jobs 😄)

                          THAT SAID, Whatsapp definitely provides some cool possibilities we'd love to check out. What would you like us to do with Whatsapp? Reply me with your ideas!

                            @David-Brown-Kiwi#248177 To be honest. Nothing. In my opinion there’s no need to use third party messengers and for obvious reasons a messenger owned by Meta is not the most trustworthy. Cambridge analytics scandal and more cough cough

                              @David-Brown-Kiwi#248177 Same opinion as @pqckmqn#248206, as I'm mostly concerned with data security when it comes to communicating with my bank. However, having a simple news feed akin to your Twitter account on several more platforms might be worth exploring for the Marketing department. Not only WhatsApp, but also iMessage for Business and Telegram would be interesting to many users. There are many people that don't check Twitter or their e-mail for the newest features, but they might want to receive such communication in their messenger of choice. That said: it could also open the way for more confusion with fake accounts.

                                3 months later

                                good afternoon,

                                We want to open a bank account for 2 but the verification doesnt work can I get in contact to solve this problem ?

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