Will Bunq Refund Scammed Money?

Bunq can refund money lost to fraud, but the refund is not automatic in every case. The outcome depends on the transaction type, the speed of reporting, and the strength of evidence. For unauthorised card payments, bunq provides the chargeback mechanism through Mastercard. For transfer fraud, bunq submits a recall request to the recipient’s bank on the client’s behalf after receiving a Fraud Report. Immediate action is critical – securing the account, blocking cards, and submitting the Fraud Report through the official form are the steps bunq identifies as the path to a possible refund.

When Bunq Is Obligated to Refund

The determining factor is whether the transaction was authorised by the client. Under PSD2, bunq is obligated to refund unauthorised payment transactions unless the client acted with gross negligence or committed fraud. For card payments, the Mastercard chargeback mechanism provides a structured recovery channel. For bank transfers where the client was deceived into sending money, bunq accepts Fraud Reports and contacts the recipient bank, but the refund obligation is significantly weaker. The outcome depends on the type of transaction, compliance with the chargeback timeframe, and the results of the bank’s internal review.

Unauthorised Card Payments – Chargeback Through Mastercard

Where a card transaction was executed without the client’s consent, bunq provides the “Request a Chargeback” function in the app. The chargeback is processed through Mastercard. It is available for unauthorised transactions, non-delivery of goods or services, and other qualifying dispute categories under Mastercard rules. Bunq explicitly notes that a chargeback may be rejected if the payment is older than 120 days or if the transaction does not meet Mastercard’s criteria. The procedure is governed by payment scheme rules and does not require court proceedings. Under PSD2, the payment service provider must refund an unauthorised transaction unless it proves gross negligence on the part of the client.

Transfer Fraud – Fraud Report and Recall

Where the client was tricked into sending money via bank transfer, bunq requires the submission of a Fraud Report through the official reporting form. Bunq states that after receiving the report, it will contact the recipient’s bank on the client’s behalf. However, recovery depends on whether the recipient bank can freeze or return the funds. If the money has already been withdrawn from the recipient’s account, recovery through the bank recall alone is unlikely. For authorised transfers – even those made under the influence of deception – there is no automatic right to a refund. The Fraud Report is the first step, but the outcome is not guaranteed.

When Bunq Refuses a Refund

Bunq is likely to refuse a refund in several situations. First – the transaction was authorised by the client, and the case does not qualify for chargeback under Mastercard rules. Second – the chargeback request was submitted too late, beyond the 120-day window. Third – the transfer fraud involved funds that were already withdrawn from the recipient’s account before the recall was processed. Fourth – the transaction does not meet Mastercard’s criteria for a qualifying dispute. A refusal by bunq is not final – the client is entitled to escalate through the bank’s complaints procedure and subsequently to the relevant financial ombudsman or through civil litigation.

Immediate Steps After Discovering Fraud

Step 1 – Secure the Account and Block Cards

The first action is to secure the bunq account and block all compromised cards through the app. Bunq’s SOS Hotline is available 24/7/365 at +31 20 808 3666 for urgent account and card issues. If the client has no access to the app, support is available via email at support@bunq.com. Bunq explicitly warns that it never calls clients and never requests security details – if someone calls claiming to be from bunq, the client should hang up immediately and contact the bank through official channels only.

Step 2 – Submit a Fraud Report

Bunq requires the submission of a Fraud Report through the official “Report an Issue” / “I’m a victim of fraud” form on the bunq website. Bunq states that for fraud, hacks, and formal complaints, completing the reporting form is the fastest way to receive assistance. For card fraud, the “Request a Chargeback” function in the app should be used in addition to the Fraud Report. After the report is submitted, bunq contacts the recipient bank on the client’s behalf.

Step 3 – File a Police Report

In parallel with submitting the Fraud Report to bunq, the client should file a criminal complaint with the relevant national police authority. In the Netherlands, reports can be filed with the local police or online. The police report is an essential evidentiary document for both the bank’s investigation and any subsequent legal proceedings. Bunq advises clients to report fraud to the police as part of the standard response procedure.

Step 4 – Preserve and Submit Evidence

All correspondence with the fraudster, transaction details, payment confirmations, screenshots, phone numbers, website links, wallet addresses, and IBANs must be preserved without alteration. Bunq states that evidence should be submitted to all banks involved. Digital evidence forms the foundation for the bank’s internal review, the Mastercard chargeback procedure, and any subsequent regulatory or judicial proceedings.

Alternative Recovery Mechanisms

Financial Ombudsman – Kifid (Netherlands)

Where bunq refuses the refund, the client can refer the dispute to the Klachteninstituut Financiële Dienstverlening (Kifid) in the Netherlands. Kifid provides an independent review of disputes between clients and financial institutions. The procedure is accessible to both Dutch and international clients. Kifid decisions may be binding on bunq depending on the claim category and amount.

Complaint to the Financial Regulator

Bunq B.V. is licensed in the Netherlands and supervised by De Nederlandsche Bank (DNB) and the Autoriteit Financiële Markten (AFM). A regulatory complaint does not return funds directly but initiates a supervisory review and creates regulatory pressure on the bank. Where systemic failures in fraud prevention or PSD2 compliance are identified, the regulator may require the bank to reconsider its position.

Civil Litigation

Civil proceedings against bunq are available under Dutch and EU law where a breach of PSD2 obligations is proven, Strong Customer Authentication was not applied, suspicious transaction patterns were ignored, or fraud notifications received an inadequate response. Civil proceedings against the fraudster are available in parallel where the fraudster is identified and their assets are located. The European Account Preservation Order (EAPO) enables the freezing of the fraudster’s assets across all EU member states simultaneously.

Criminal Proceedings

A criminal complaint filed with the Dutch police or the relevant national cybercrime unit initiates an investigation in which law enforcement authorities gain access to bank records, IP logs, payment system data, and telecommunications operator records. Criminal investigation is the primary tool for identifying anonymous fraudsters and tracing the movement of stolen funds across jurisdictions.

Bunq Contact Details for Fraud Enquiries

Bunq is a digital bank with no traditional branch network. The primary communication channels are the app and the official reporting form. Bank name: bunq B.V. Head office: Basisweg 32, 1043 AP Amsterdam, the Netherlands. SOS Hotline (24/7/365): +31 20 808 3666. Support email: support@bunq.com. Fraud reporting: official “Report an Issue” / “I’m a victim of fraud” form on the bunq website. In-app chat: available as a standard support channel. Chargeback: “Request a Chargeback” function in the app. Escalation (Netherlands): Kifid. Regulator: DNB and AFM.