Long story short I had to close my account because of how inconvenient it was to switch to the free plan. I got charged for a paid plan even though I requested it to be changed to the free plan BEFORE the renewal and I already paid for the current month.
I have been on a paid plan for a year. Recently I spent all my balance and got it to 0. I then tried to switch to the free plan and expected to not have to pay since I already got charged for the current month. To my surprise the app showed me that the plan will change next month after another payment is made. Indeed, I got charged for another month. Why, Bunq?
Developer Response
Hey! We'd like to advise that if you don't change your plan after your Trial period ends, it will remain on Easy Green by default. You can change your plan anytime: https://together.bunq.com/d/3317 If you believe there was a mistake with your invoice, please contact us: https://www.bunq.com/link /support We'll be happy to help 🌈Please I sent a friend money to help me secure an apartment, unfortunately he said that the account has been closed and the money I sent to him is the account, 7,322 euros, today makes it 32 days I sent the money, according to him he said the money will be reversed back to me, but I don’t believe he, how can I found out if the money In question has been withdrawn or still in the close account thanks
Developer Response
Hey! We'd love to help you further and clarify any concerns that you have regarding the app. If you already have a bunq account, please contact us via the in-app support center: https://www.bunq.com/link/support and if you don’t have one yet - send us an email to support@bunq.com 📩 We'll be happy to assist 🌈Every new update, I keep on hoping that finally the global search bar has been returned and the incredible stupid Finn AI has been removed. By removing the search bar, you have removed the one thing that makes a mobile banking app a better option in the first place: the removed need to go through bank files manually to search for transactions. Digital banking started like this: the digitalization of payment records. And you guys have removed it. Extremely sad. Extremely stupid customer support. Stupid decisions like this will be bunq’s ultimate downfall.
Developer Response
Hey there! Thank you for taking the time to share your feedback with us. We always aim to improve our UI to provide you with easier way to organize and manage your account, but we do understand it can be confusing to find a feature that has been moved or redesigned. That’s why we always try to keep our knowledge base: https://together.bunq.com/ up to date and well explained, so you can find step-by-step instructions with just a few clicks 📚 If you need further help, our Support team would be happy to assist you via: https://www.bunq.com/link/support or at support@bunq.com 📩 If you’d like to suggest any improvement to the app to make your experience better, please do not hesitate to share it on our Together platform: together.bunq.com/t/ideas 💡We're always open to feedback, as it helps us grow and improve our services for you 🚀Cool. You guys hopped on the AI trend. Nothing wrong with that. UNLESS that AI happens to replace a key functionality of the Bunq app. You guys completely annihilated the global search bar. There is no way anymore to do a global search through all of your accounts, contacts, etc. It was the one feature I just so happened to use everyday. If you want to implement an AI, OK, but for the love of God, don’t have it replace a very important functionality in the app. How this got through an entire team of developers AND an entire marketing team is just truly beyond me.
Developer Response
Hey Diced 👋 Thank you for sharing your feedback. We're always looking for new ways to improve your banking experience, that's why It's super important for us to learn what you like and what you need. If you'd like to suggest any improvement to the app, please do no hesitate to share it on our Together platform: together.bunq.com/t/ideas 💡 We're always open to feedback, as it helps us grow and improve our services for you 🚀Never you try to use Bunq bank for transactions. They will not deliver your money and when you contact customer support. They keep taking front and back for ever till you might foregone the money. My friend transfer €2,000 to her cousin in UK since 28th November till date Bunq refuse to deliver the money.
I got my bunq account about two months ago (despite a warning from a friend that their customer service is terrible). The UX is really confusing (it wasn’t clear if I’d opened an account or not until like a day later). And I thought/assumed in opening an account they’d send me a card, and when I went to the “Help” forum it said that you could expect it to take 3+ weeks to get your card, so I assumed that I would get the card information then. I’m part because it said “to check on a card (or whatever), go to ‘Cards’” and when I did there was no card there but also no option to order one. Well here I am two months later with no card, so I go back into bunq and somehow manage to click on some button that takes me to an “order a card” option (that definitely wasn’t on that screen before), so I guess now I’m going to have to wait another 3 weeks to get my bank card??
And let’s be real: there are still a substantial amount of fees for international transfers (I mean really, there may be countries where you can live on $500 a month but the Netherlands is DEFINITELY not one of them, at least not in Amsterdam. I mean that amount is a gimmick, not a deal.)
…but seriously, get better UX (and/or tutorials and/or nurturing sequences).
Developer Response
Thank you for taking the time to share your feedback with us. We always aim to improve our UI/UX to provide you with an easier way to organize and manage your account, but in case you struggle to find a certain feature, we always keep our knowledge base: https://together.bunq.com/ up to date and well explained, so you can find step-by-step instructions with just a few clicks 📚
You can check the listed steps how to order a card here 👉 https://together.bunq.com/d/2936 💳 You should receive your card in the mail within 10 business days, and you can also check the estimated delivery date directly from the app: Home - Tap on Cards - Select the ordered card - Check its status and the expected delivery date ✅
If you need further help, our support team is always available via: https://www.bunq.com/link/support or at support@bunq.com 📩
Of course, we're always looking for ways to improve, and are always open to feedback. If you have any suggestions on how we can make your experience better, please share them at: together.bunq.com/t/ideas 💡 Your feedback helps us grow and it's kindly appreciated 🚀We open a Business Account and after going through the verification period Bunq charge the fees and received the first two deposits, after a month a a third deposit was made to pay the payroll of our business and Bunq decided to freeze the account. We request Bunq to return our money and they intentionally erase the chat where they said the the funds will be returned in 2 days max. The money hasn’t been returned to us. This is considered Fraud in any jurisdiction. We are filling a complain to the Dutch Central Bank and iníciate legal actions.
Developer Response
Thank you for your review. We appreciate you bringing this matter to our attention. Please know that as a bank, we're legally required to protect our users’ accounts and the integrity of our banking system. To make sure everything stays safe, we pay close attention to how our customers use their accounts. Whenever we recognize suspicious activity that goes against our Terms and Conditions, we take immediate action. This helps keep your account safe, and protects your data.
Please be assured that we’ll never intentionally freeze or close an account without a good and fair reason. You can learn more about the process we conduct as well as all the possible reasons we would block someone's account in our article here: https://together.bunq.com/d/26054
If none of them apply to you, please reach out to our support team by sending an email to support@bunq.com and we'll do our best to address all of your concerns and clarify everything in terms of your closed account and remaining funds 🙏I’ve been using Bunq since I arrived in Europe and it’s been the best banking experience ever. I particularly like the immediate deposits availability 7 days a week and the global bank withdrawal without charge. Everything is done online for your convenience.
Developer Response
Thank you for taking the time to share your great experience with us and the community, it’s greatly appreciated! We’re happy that we make life easy for you 🌈App refuses to let me open an account. I have provided all of my documents, numerous times, and the “5 minute set up” advertised has now taken over a week. There is no way to speak to a customer service representative live, so help is drawn out over days and across multiple service reps - each giving me a different explanation of what more is needed or what’s taking so long to verify my identity. Perhaps my experience is an outlier, but they should work to improve their customer onboarding and customer service experience regardless.
Developer Response
Thank you for your review. It’s our priority to keep our 5-minute promise to you. In some cases, we need additional details to complete this process, more information about that you can find here: https://together.bunq.com/d/51084 📚
Since it seems like your verification is still pending, please make sure to reach out to our support team: www.bunq.com/link/support or via e-mail to support@bunq.com 🙌 We know how important it is to receive a prompt response and we always aim to provide you with the best solution in a timely manner. If you have an urgent inquiry, you can always follow the steps here: https://together.bunq.com/d/44000 to use our SOS support option and we’ll get back to you in 10 minutes ✅
This way, our support guides can ensure that your account is up and running and you can start enjoying our amazing features right away! 🌈Love Bunq. They have everything you need with a focus on sustainability. Their customer service has also been helpful with any issues. Highly recommended!
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