I've been a premium member since 2018 and closed my account last week. My girlfriend is happy since she always complained about how gay the debit card looked lol.
In regards to Bunq's support, I found them to be decent for simple issues. However, for everything else, they were awful to deal with.
During my travels last year, I tried to withdraw cash using my Bunq card at an ATM and it failed. I didn't receive any cash (or receipt) but was still charged by the ATM.
I contacted Bunq's support and they kept on telling me that they can't do anything and that I needed to contact the bank in charge of the ATM. It was painstaking to use︀ Bunq's support chat. Every time I sent a response in the chat, I needed to︁ wait a couple of hours to a day for a response. The person responding was︂ always someone new who didn't seem to know what was going on. Bunq told me︃ I had to contact the bank in charge of the ATM and that Bunq couldn't︄ do anything.
I didn't speak the language so it was difficult having to communicate with︅ the bank of the ATM. After I left the country, I needed to make long︆ distance calls to contact their support (there was no English support). Thankfully, a friend who︇ lived in the country (and who spoke the language) called and helped me figure out︈ that the bank requires my bank (Bunq) to initiate some kind of chargeback process. I︉ communicated this to Bunq and they said they cannot initiate anything until there is proof︊ that the other bank investigated and they found an issue during the time of transaction.︋ The other bank couldn't initiate anything until Bunq contacted them or started the chargeback process.︌ I was in a ridiculous loop and Bunq didn't show any empathy in solving the︍ issue.
After a few months of dealing with Bunq's useless support, I pretty much gave︎ up and considered the money gone. I then decided to post about this on social️ media. After getting Bunq's attention, someone from Bunq contacted me directly and got my refund processed without any questions asked.
Out of curiosity, I contacted one of my brick-and-mortar banks and asked them what they would do in such a scenario. They said they would have initiated a chargeback as soon as I had contacted them. Furthermore, they would never require a client to contact a foreign bank in such a case and that it's an internal process between the two banks.
