extremely frustrating experience
Be aware that your access to your account and funds may be restricted during the identity verification process.
In my case, I was completely locked out of both the mobile app and the desktop version, meaning I could not access my money or even contact customer support through the app.
The customer service has been the most frustrating part of the experience. It is not centralised, and every reply comes from a different agent who appears to have little or no knowledge of the previous communication. I repeatedly had to explain the same issue, only to receive generic template responses or be redirected to another support channel.
For comparison, when Revolut carries out an identity verification, you still retain access to your funds and can communicate with support through the app while the review is in progress.
Overall, I find my experience with N26 extremely frustrating. A bank should have a clear, efficient, and customer-focused process for assisting existing customers, especially when they are unable to access their own funds. It is even more disappointing when you are paying for a premium subscription and still receive slow, generic support with no effective resolution.
Reply from N26
Hi there, thank you for reaching out to share your experience.
We're sorry to hear that you have had difficulty with the identity verification process.
Best regards, Ben, your N26 support