@aasauer#241874 Hi there 👋 At bunq efficiency and security are our main priorities. To simplify and streamline communication, we don't offer phone support. Instead, you can always contact us through the support chat in our bunq app or send an email to support@bunq.com, preferably from the email linked to your bunq account.

When you open a support ticket you can now select the SOS support option. When you do, you can let us know exactly what your issue is by taking a screen recording, sending us a voice message, or by simply writing down your issue. You can find more info on this here: https://together.bunq.com/d/44000 💡

@aasauer#241874 I really like the bunq app and everything, but i agree they need to find a better solution for their customer support. Most of the time issues take a very long time to solve and the response is not helping. If i find a bank that is just as user friendly but with better customer support i would switch.

I am a new member of Bunq, but so far the customer service response time has been awful. The verification for business accounts should take 24 hours according to the app, but i am already on day 6. 🥲

Very recognizable. I've been waiting 12 days for two accounts. When I raise a case with support in the app, it takes them 24+ hours to respond. It's ridiculous.

@aasauer#241874 In my opinion the question doesn‘t address the important issue, which is response times. Many companies have phone support but well you call them you get to wait for an hour and then it‘ll hang up because of either random phone line issues or it‘ll just say „All our agents are busy. Please try again later.“

Regardless of voice or text-based support, as long as there is enough staff to adress your issue quickly, I think pretty much everyone would be happy. Text-based chat has a few advantages over voice though imo:

• You automatically get a transcript of your interaction with support. Useful for referencing. And being able to send images, videos etc. can be very helpful.
• It has better accessibility for people with certain impairments.
• The customer doesn‘t need to „busy wait“. Instead they can open a ticket and do something else while they wait on an answer. Harder to do with phone calls.
• The ticket system in and of itself makes it possible to group support interactions by issue. (Currently at bunq this is not always really possible because support will often close a ticket for you.)
• Text chat in the app can be fully encrypted. The phone system is inherently insecure. (You could also build a voice call system into the app to mitigate this weakness, but it‘s more of an engineering challenge than text-based communication.)
• Not just confidentiality of phone calls, but also authentication during phone calls is something most companies haven‘t solved. I‘m sure bunq can do better but question would be will they really. For many companies, phone support is a huge attack vector via social engineering.
• Less staff is needed to provide text-based support to the same number of customers with the same response times.

That‘s how I think about it. Therefore, I think money should get mainly allocated to hiring more support staff instead of building out a good voice call-based support system.

That is to say, I‘m not against it or anything. As soon as bunq is able to provide efficient, safe & secure phone support, without compromising anywhere else, I don‘t see a particularly reason for not developing the idea further. And some people might just like the human element of it. 🤗

There should be a transparent and efficient support system in place, the channel (in-app, mail, ticktet based or telephone) doesn’t matter. It just needs to work. In Germany N26 had similar problems when having to scale up the organization, to the point where the consumer protection agency stepped in and required them to make appropriate changes. Bunq should be able to learn from this lesson as at the end it is about trust, reliability and communication, one of the most important factors in the banking sector. Why not using Zendesk or other helpdesk system with a mobile app sdk. That would take care of ticketing and offer transparent response times throughout all channels. Or just a working solution for gods sake. Otherwise you destroy your reputation.

I barely ever contacted my previous bank, as everything worked as expected. Maybe a key to increase response time is also in reducing the need for customers to get support in the first place by making sure that for example new features work as advertised (budgets, insights, etc.), use opt-in/opt-out of new features (thinking of introduction of MassInterest while not all customers wanted interest, adding community tab, Jackpot notifications enabled by default, etc.).

Dann gebe ich doch hier mal meine Stimme ab 🙂 Habe es ja schon in einem vorherigen Post begründet. Ich will und brauche keinen phone/video support.

Yes.

One of the main issues is expectation management. It’s very frustrating and confusing to wait over 7 days for verification of something that was supposed to happen, quote: ‘within 24 hours’. I’m starting to believe that Bunq is scaling without the manpower to maintain the growth.. 😮‍💨

Ich denke der Support sollte insofern ausgebaut werden, dass die Antwortzeiten deutlich verbessert werden. Tatsächlich denke ich, gibt es auch viele Anfragen an den Support die nichts mit dem Konto an sich zu tun haben, sondern mit Funktionen oder fragen dazu und der Support deshalb unnötig belastet wird. Eine Lösung hierbei wäre, den Bot auszubauen indem dieser schon deutlich filtert um was für ein Problem es sich handelt. Ähnlich den Chatbots vieler Telekommunikationskonzerne. Den SOS Support würde ich außerdem tatsächlich als live Chat wünschen, da dieser nur für Notfälle genutzt werden sollte. Passiert z.B. ein Betrug mit einer der Karten, sind viele erst einmal überfordert und wollen natürlich auch direkt einen Ansprechpartner, auch wenn man selber alles über die App sperren und melden kann.

I contacted the support team and it’s been 3 days now with no response from any which is really frustrating
I think having a number for everyone to call is very very important,y’all should think about it

Persoonlijk nooit grote hinder ontvangen via support. Zakelijke rekening aanvragen duurde wel iets langer dan de 24 uur maar was wel binnen 2 dagen opgelost.

Yes. Absolutely. Or at least live chat. Support as of now is terrible

I think the need for telephone support is not really necessary. What I need is support within the time frame indicated by the Bunq bot. I raised a problem 2 days ago and still haven't received any response from support.
This is very poor and needs to be drastically improved.☹️☹️

@Willem-Orange-Puma#242444 When was this? I’ve been waiting for over two weeks now. Occasionally I get a notification saying “your account has gone into review”, but then still nothing happens. No request for extra information or anything, and support says it’s all still fine