Customers who express negative comments about Bunq online are asked to moderate their tone via the banking app. The FD reported this today.

 

This concerns customers who criticize the bank online – for example via Wikipedia or Reddit. Critical passages on Wikipedia about helpdesk fraud and Bunq's initial refusal to accommodate affected customers were removed, after which a Bunq customer reversed those changes.

The customer was then contacted by Bunq via the banking app. The FD also spoke to other customers who are approached after negative statements and who are threatened with termination of the customer relationship.

According to Pieter Wolters, university lecturer in privacy and cybersecurity, emphasizes that this is not allowed. According to him, customers should not expect a bank to use their data to monitor their online expressions. Bunq should have asked permission for this first, Wolters concludes. Data protection was already rather a problem within the bankThe reports of critical customers providing feedback online are remarkable given that the bank yesterday loyalty program launched.

Bunq did not respond substantively to questions from the FD, but does say that the secure chat in the Bunq app is the designated way for Bunq to communicate with customers. (FD)

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