I agree that the option for human interaction should be available, especially when response times are lengthy. I would suggest starting to offer human/real-time support for top priority tickets at least.
I want to emphasize this by sharing a recent and ongoing experience I've had with Bunq support. (This might be a bit off-topic)
At the beginning of April, I sold a couple of my stocks and requested the broker to wire the money to my Bunq account. For clarification, this broker account is outside SEPA. The wire was completed on the 16th of April, and Bunq stated it would take a maximum of 7 days to receive the wire (by the 23rd of April). As of today, I still haven't received it.
I created a ticket on the 24th of April (12 days ago), but the status has not been updated, and I still haven't received a response from Bunq.
Later, I decided to make use of my SOS call that I get once per month. They promise to respond within 10 minutes, which is correct. However, I assumed this would be done by a person and not by Finn the A.I. bot.
It has already been 20 days since the wire was initiated from my broker account, and I still haven't received any responses from Bunq. It's starting to frustrate me that there is no way to push them to reply. Even something as little as 'We're on it' would be much appreciated. I'm starting to doubt if I actually created the ticket properly.
Because of this experience, my partner and I are strongly considering switching to another bank as I'm starting to really appreciate the possibility to interact with a human (either chat or phone). Not because of the issue in general; I've had many with Bunq over the years. This is more about trust. This has to do with actual money, and quite a lot to be honest. Not doing this correctly can happen, but not following up on this properly (I even think issues like this should be top priority) is something else and damages my trust I have in a bank.
