Hey bunqers 🌈, 

Reached out to us and curious when you’ll hear back from our Support? No worries—we’ve got you covered. Here’s when you can expect to hear back from us. 

Support 

Need help or submitted documents to us via our in-app Support? Here’s how quickly you can expect to have your case handled by our Support team when you want to:

• Review your submitted documents - within 5 hours

• Cancel your Switch Service - within 2 working days

• Request data deletion - within 10 working days

• Close an account of a lost loved one - within 1 working day

• Change your Trade Name - we’ll process the change for you within 1 working day. Heads up: it may take up to 3 working days for other banks to reflect the update on their side.

Payments 

Have a payment-related query? Here’s how quickly you can expect an update from our team, depending on your request:

• Refunds for card payments that weren’t claimed by the merchant - within 2 working days

• Payment investigations - within 5 working days

• Lost or stolen card refunds - within 5 working days

• Recalls of SEPA payments sent to wrong IBANs - we’ll confirm we sent the request to the counterbank within 5 working days. A decision by the counterbank will be made within 15 days from our submission — we’ll be in touch with you as soon as we have a decision on the recall status.

• Chargeback request - we’ll pick up your request within 5 working days

Please note: The entire Chargeback refund process may take between 50 and 120 days, depending on the case. Find out how we take care of your Chargeback requests here ✅

Fraud 

We understand how difficult it can be to experience fraud and we’ve got your back! If you’ve been a victim of a hacked account or fraud and submitted a report to us, we’ll review and contact you about:

• Your Hacked account - within 1 working day

• Your SEPA payment recall due to Fraud - within 1 working day

• Your Fraud report - within 3 working days

Account Reviews 

Your safety is our top priority so sometimes, we may take extra safety measures to make sure your account is secure. Have questions about your account and why it’s in review? Don’t worry — our team is here to help. Here’s how quickly you can expect a resolution, depending on your situation:

• Your account in Safety mode - will be reviewed within 5 working days

• Garnishment related queries - will be answered within 7 working days

• Legal Guardianship inquiries - will be answered within 7 working days

• Bankruptcy questions - will be answered within 7 working days

Requested Documents 

Did you get an in-app document request and are now waiting for us to process it for you? Here’s how quickly you can expect our team to check your uploaded documents and get back to you: 

• Source of Funds inquiry - within 7 working days 

• Specific payment activity details - within 7 working days 

• Pending payment activity details - within 7 working days 

We’ll keep you in the loop – each step of the way 

Our Support team works to resolve your issues as quickly as possible — we always aim to respond within the dedicated time frames. You can always count on our Support to keep you updated along the way 🌈