A livechat would be nice! I'm not sure if that's doable for bunq, but it would really help in time sensitive situations where help is needed quickly

And agreed, the bunq update #20 was nice! The new features are great 🌈

Yes the current support level is horrendous, up to 9 hour waiting times, its honestly one of the worst things about Bunq at the moment if you ask me. Reviews online say the same, almost all the negative reviews reflect the support offered by Bunq.

This is for me the area where bunq has changed for the worse as it has grown.

When I joined I had no issues with the fact that there was no live chat or telephone option, because the response time was quick, and for a lot of everyday support issues, asynchronous messaging with support is more convenient, because one can respond when one has time.

Now that the response times have ballooned to hours or even some times a day, I think it’s clear that the support is not meeting the demands.

The SOS function is a nice idea, but I used it a bit over a week ago when I encountered a bug with a core function of bunq (I was unable to create a new joint account and needed one rather urgently), which seemed like a perfect use case for SOS support. In the end I did get a quicker response, but the “help” was not noticeably different to the normal bunq support. I was simply told that bunq was aware of the issue and that they were working on it. I got no ETA for a fix. I had to follow up on my own (and had to create a new ticket just to follow up, because for some reason bunq loves to aggressively close tickets even though the problem at hand has not been solved and there was no option to “reopen” it to continue the conversation in context), and got told the same thing. Eventually the issue did get fixed, but it took the better part of a week. In the end I did not feel like the SOS support actually did anything to resolve my issue faster. That could be just my impression, because I have no visibility into the internal workings of bunq, but it’s my impression nonetheless.

I think both the “normal” asynchronous support (which in my opinion should still be the default for most queries) needs to be given a lot more resources (ie. more support representative / guides), so that the response time during business hours is less than one hour or so.

But I also agree with the idea that bunq also needs to provide “real” options for priority support, like live chat and/or telephone support, for when it is really urgent.

It would be good to see bunq putting in as much resources into the support teams as seems to go into developing new features for the platform, so that the customer experience returns to the highs that it once provided.

Ich kann diese Erfahrung teilen. Ich habe seit Jahren ein Problem bei dem zwei kinderkonten unterschiedlich technisch angelegt sind und deshalb der Funktionsumfang auch variiert. Ich habe es aufgegeben nachdem ich gefühlt 20 Support Mitarbeiter immer wieder neu erklärt habe was das Problem ist. Lediglich fragliche Workarounds waren das Ergebnis. Der letzte MA schrieb dann es ist ein bekannter Fehler…das war letztes Jahr.
Es ist sehr schade, da ich bunq eigentlich sehr mag.

@Vincent-9870#240503 Apart from loosing money (which is perfectly normal when investing) I have a real problem withdrawing my money. I tried 4 times to withdraw all on different days and it appears it is processing, but then the amount is crossed out and it tells me „withdrawal refused“. No explanation given and the support I wrote to doesn’t respond for days now. What’s going on? At least an explanation should be given or at lease a reply. Almost 400€ I am waiting on

I saw on LinkedIn this week that bunq is looking for a Support manager… maybe a good opportunity for anyone here if you are into support 👍

It is a sign that at least bunq is trying to work on Support.

Cheers 🌈😃🤲
GG

Meine Erfahrungen mit Supportanfragen: 3 Tage bis ein Mitarbeiter den Vorgang startet. Der Bot ist überflüssig, da er auch einfach formulierte Fragen mit unsinnigen Links beantwortet.
Der Mitarbeiter versteht nach Rückfragen den Sachverhalt und leitet den Vorgang an die zuständige Abteilung weiter. Dies ist ein normales Vorgehen. Wenn die zuständige Abteilung die Anfrage ignoriert kommt es nie zu einer Antwort. Dies kann dem Support nicht angekreidet werden.
Insofern halte ich eine Beurteilung der Support-Leistung für kritisch.
Wenn der Mitarbeiter seine Arbeit erledigt, wie soll das bewertet werden?
Natürlich benötigt der Support mehr Mitarbeiter!!! Nicht hilfreich war, das bunq vor längerer Zeit den Support von NL in externe Callcenter außerhalb der NL verlagert hat.

Ich liebe bunq, die App und die Funktionen aber man muss einfach sagen, dass der Support in seiner aktuellen Form nicht ideal ist. Der asynchrone Chat ist gut wenn man Fragen zu weniger dringlichen Probleme hat. Aber wenn man z.B. ein Problem hat, weil man betrogen wurde oder Geld verschwunden ist usw. dann sind dies sehr dringliche Probleme, die natürlich jeder sofort mit jemandem besprechen möchte, selbst wenn nicht sofort eine Lösung parat ist. Der SOS Support ist hierfür ebenso wenig geeignet, da auch dieser Stunden braucht teilweise zum antworten. Genau für diese Situation sollte es wenigstens einen live Chat geben. Besser sogar eine Telefonnummer. Insbesondere für Easy Green Mitglieder die ja nicht wenig Geld bezahlen.

@pqckmqn#241340 Teile deine Meinung. Der Support entspricht nicht dem wie es sein muss. Vor allem beim Thema Banking.

@Michael-Indigo-Badger-440710752#240509 SOS support means a quicker answer and not necessarily a quicker solution- especially if the issue is caused by a bug 🐛

Bugs in the app are not fixed by the support people, so I am not sure what were you expecting 😅 the part about you having to follow up and getting the same answer: they probably didn’t follow up because the bug wasn’t fixed yet?

However I do agree the support needs more people and that waiting times can be inconveniently long. Let’s hope this changes soon 😊

@Stefan-Olive-Hummingbird#241139 Hey there 👋 this is a community forum so it’s unlikely that the issue will be resolved here. Easy Investment is still in beta so there can be issues with the functionalities. If it’s something urgent, you can always open an SOS ticket for a faster answer: https://together.bunq.com/d/44000-sos-support 💡

@Daniel92#241367 Great, so I will always open an SOS 🆘 ticket when it’s critical. Strange support model as the normal support is disfunctional and the bot 🤖 not really helpful.

How to get some support in herre??

@New-Ivory-Orangutan-1376943883#261988 Hey 👋,
you can contact bunq Support in the app by following these steps:

1. Go to Profile
2. Tap on Settings ⚙️in the right corner on top
3. Scroll to the bottom, tap on Need help? Get Support, then choose Personal Support

As an alternative, you can also send an email to support@bunq.com from the email address you’re registered at bunq 🌈

@New-Ivory-Orangutan-1376943883#261988 This here is the community forum, it's not a way to contact support. You have now posted a new comment in an older thread where people were talking about the different options for support and how they are handled.

You probably have already found it yourself because an article with more information is linked further above, but you can get to the bunq Support by following these steps:

1. Go to Profile
2. Tap on Settings in the right corner on top
3. Scroll to the bottom, tap on Need help? Get Support, then choose Personal Support

@Stefan-Olive-Hummingbird#241369 but you only get 1 SOS per month.... The lack of a decent option to get asap support, just call or a live chat..... is not working for us as a business, we pay a lot of money and transfer fees for the accounts. But no decent customer support in return.... Not to forget all the money Bunq saves with not having a customer service or physical bank spots. A switch to a 'real' bank that does offer support is the only way to solve this, unfortunately....