The signup process is horrible. Honest feedback from a want-to-be-customer

New-Magenta-Penguin-4166079872

I also emailed this to support, but they asked me to post it here as well. So here we go:

I'm trying to become a customer, but it's hard and confusing for me (even when being a software engineer). So my feedback and some questions.

Note that even though there might be a reason or explanation behind everything, it is simply not clear at all for a new user. I'm still in disbelief about how bad the signup experience really is.

There's no way to sign-up on the website? Just a link that says "get an invite" but that just redirects me to download the mobile app. The website explains nothing about this process at all. And what happened to the 'invite'? Downloading an app does NOT have anything to do with an invite.
In the app, it's not clear whether I have actually signed up for anything or not. There seems to be a bank account, but what is that? I never asked to have one, or agreed to conditions or whatever.
The app UI is horrible (in my opinion). It shows me how much money I have saved, how much trees I saved and how much time I have saved, but that's really NOT interesting to a new customer. I just want to see my bank accounts front and center.
The app keeps showing red dots with a number, which for me indicates something needs to be done. But clicking on it, it's totally unclear what exactly I need to do?
While signing up for a business account, it stops halfway through with a technical error. Later, I suddenly get a message in the support center that I need to verify my personal information first. But no instructions why that is the caes or how to do that exactly.
After verifying my personal information, I suddenly have a personal bank account, which I do NOT want at all.
There's no way to resume my business account signup. The status of my business signup is nowhere to be found, and resuming it seems even more impossible.
After doing a fresh business account signup, I now suddenly see two business accounts in my 'memberships' (which is already hard to find in itself: go to profile, then to the tiny dots top-right, then memberships). But if I click on either of the business accounts, it doesn't take me anywhere. I just return to 'settings'.
Getting rid of the redundant business account seems impossible. Even when I go to 'business settings', continue as the first (incomplete) business account, and try to decouple the account, it actually asks me for an email address, and then complains that email is already in use??
When I go to the web app (because, as you now might have understood, the mobile app confuses me waaay to much) I get the message: "Please upgrade to Premium to use the bunq app". But I am, and have added a Premium account to my second business account.

After I contacted support, they told me that I actually cancelled my business account, which is definitely not the case. And I even still see two business accounts in the app.

Again, I don't really care about explanations here (I have a private conversation with support for that), I just want to share my bad experience, and strongly encourage Bunq to make the signup process smooth instead of... above.

New-Bronze-Dolphin-2688048465

Oh, my goodness, I just wrote the same thing 2 hours ago.
Below is my inquiry:

"I don’t understand what I’m supposed to be doing. I have already been verified by your agent and now what? It shows “ just verifying will only take 5 minutes.” Which was an hour ago. Again what am I supposed to be doing??? All I want is to sign up as I had a year ago , of course it was confusing then . But now it’s even more complicated. I must agree with most reviews . Your App is very old European. I mean it’s very confusing, not convenient, too many items all over the place. And that black color reminds me of a seedy nightclub. I want a Iban and to start adding money. It would have been quicker to go to a physical bank."

So then they wrote and said I needed to be verified. What is this the Secret Service.?
So I wrote:

"Okay wait a minute I clicked on verify, woman came on line I’m assuming an agent made me go through this whole process of trying to see the ridiculous stars on my passport and showing my face and all that. That was done 1 hour ago. Also I was already verified a year ago , same passport , same name . It even said “do you wish to reopen your account “

To tell you the truth I still don't know if I actually have an account even after choosing "The Easy Money" account and requesting a card. How am I able to do that but still have to be verified?
This is the most frustrating online bank I have ever had the displeasure of signing up with.
All hail to Revolut, Wise, and every other online bank that I misjudged.
Im just praying I don't have to do that move your passport all around for 10 minutes so they can see the holograph with my finger covering half of them.

thijsoost

Sher The verification in 5 minutes only applies if you can be verified automatically. Not all accounts can be verified automatically, sometimes you have to wait a few hours/days.

alice-lime-puma

Sher Hey Sher 👋 Thanks for reaching out to us, we greatly appreciate your feedback. We'll be sure to keep this in mind for future improvements. We've also replied to the support ticket you've opened and we'll assist you further with the verification there. It seems that the document you've uploaded was not visible, that's why we've asked you to redo the process again. This way you can ensure a safe signup 🙌