• Ideas

  • Actively prompt customers if they will be charged

I went over my 25 IBAN limit without realising it. And now I got charged 25 euros extra.

There is no way to indicate how many IBAN’s I have without first turn all of them visible and then manually count one by one.

I would expect a company would ‘warn’ a customer first before they do a specific action that will charge them (significantly!)

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Writing this, I feel resistance as I think bunq is such a bad company - and I’ve been an active customer for years. Without going into details on the UI, the UX however really sucks for years now. My believe that grew over the years is that there isn’t any willingness to do some actual improvements. I can only imagine bunq has a crazy backlog and no one to make a good prioritisation. I just wish, there was a better alternative to bunq that cares about their customer’s and customer experience.

    @Bramboe#236128 That's very interesting. Because in one of my first posts here on Together: https://together.bunq.com/d/9138 I complain about:

    When I try to create a new normal account, it says that I have reached the limit of 25 accounts.

    Even though I was under the impression that I haven't reached it yet. But in any case, there definitely used to be a notification of some sorts. If that has gone away, seems like that'd be just a bug. I would report it as such.

      15 days later

      Absoluut zo erg eens met het voorstel om een waarschuwing vooraf te geven als je over je huidige pack heen gaat!!! Ik ben afgelopen jaar al 2x verrast met 19,99 extra kosten. A.U.B. pas dit aan. Breng de consument op de hoogte dat zijn actie (extra rekening openen) tot gevolg heeft dat er een bunq 25 rekeningen pack aan het account wordt toegevoegd. Wil je doorgaan?

        @Jakob-Y#236142 Jacob, this is not so - Bram and Chris are right. I can confirm that in the last year (and last week with version 19) there are instances like this again and again. And – just like Bram points out – they are not the exception, they are indeed systematic, and over a whole range of features. I do hope bunq has a decent head of product that sets the fundamental priorities and logic of user experience in a way how customers expect it, it has been missing in a deep way. To be more clear: What is pointed out here is not that some bugs need to be reported or fixed, but instead what is needed is a different mindset throughout regarding the many cases like this. Now that would be a wonderful spirit, and it would also cause that users feel down to the details "ah, nice - bank of the free".

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