Hello 🌈,
Finding out that you’ve been scammed can be a distressing experience.
If you have an account at another bank and you’ve been scammed by a bunq user, please report this to your bank’s customer support and to us through our Fraud Report form. We’ll work together with your bank to help you through this situation.
What happens after I report fraud as a non-bunq user?
After you report fraud to us as a non-bunq user, we’ll work with your bank to investigate the details of the report to identify which steps we can take to help you.
What can you do to help with the investigation?
Report to Your Bank: Make sure to report this fraud to your bank. They’ll be your go-to contact for updates on the investigation and arranging any potential refunds. We recommend staying in regular contact with them.
Involve the Police: If you haven’t done so already, it’s crucial to report the incident to your local police. This can greatly aid our investigation and help take action against the fraudsters with a bunq account.
Share More Information: If you have any additional details or evidence such as relevant screenshots or payment confirmations as shown on your bank statements please submit them to your bank, or to us through here. Sharing this can assist us immensely in our investigation.
Report any Suspicious Links: If you receive a bunq.me payment link and you suspect it's fraud, please use our Phishing Report. Our Compliance team will immediately take action against the account.
Please note: Due to GDPR privacy laws, we can’t share confidential information directly with individuals or third parties, but rest assured that all communication will be through secure interbank channels with your bank.
What if fraud is confirmed?
Protecting our entire banking community is our top priority. That’s why, in cases when fraud is confirmed, we typically close the fraudster’s bunq account.
If there are secured funds, we will:
Notify your bank
Request your police report and a Letter of Indemnity from your bank.
Once we receive these from your bank, we will return the funds to your bank.
What is a Letter of Indemnity (LOI)?
A Letter of Indemnity (LOI) is a legal document which acts as a guarantee that one party will be compensated for any loss or damage. We need to receive a LOI from your bank in order to send the secured funds into your bank account.
What if the investigation is inconclusive?
If no laws were broken and there's no financial risk but a disagreement persists between you and our user, we may take no further action.