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Dieser Erfahrungsbericht zu N26 wurde uns am 15.10.2019 vom Nutzer Jockel 2000 übermittelt. Er spiegelt seine/ihre Meinung und Erfahrung wider und nicht zwangsläufig die der Redaktion.
Ich habe am 11.09.2019 bei N26 ein Business-Konto eingerichtet. Meine langjährige Hausbank hatte die Gebühren stark erhöht und im Internet gefiel mir das Konzept der N26 am besten, da ich bereits eine Online-Buchhaltung habe. Die Anmeldung einschließlich Videoident war innerhalb von ein paar Stunden erledigt. Das Konto konnte ich noch am selben Tag nutzen. Zwei Tage später war die Mastercard da.
Jede Kontobewegung, wie bspw. eine Überweisung, wurde mir direkt per Push-Nachricht angezeigt, alles war prima. Mir standen pushTANs in Verbindung mit der App zur Verfügung, was sehr gut funktionierte. Der Kontoauszug für Geschäftsleute ist allerdings kaum zu gebrauchen, da zu viel Papier gebraucht wird und nur endgültig abgeschlossene Buchungen angezeigt werden, sodass der Saldo nicht mit dem Kontostand übereinstimmte.
Dummerweise habe ich daraufhin meiner Hausbank wegen eingangs genannter Gründe gekündigt und der N26 am 14.09.2019 eine Kopie der Kündigung zugeschickt inklusive der Bitte, das Konto als Hauptkonto einzurichten. Dann ging ich in den Urlaub. Währenddessen war alles in Ordnung, es gab Zahlungsein- und -ausgänge
Am 07.10.2019 erhielt ich jedoch eine Push-Nachricht, dass mein Konto wunschgemäß mit sofortiger Wirkung geschlossen werden würde, ich sollte doch bitte meine Daten sichern. Dies war mir aber unmöglich, da der Zugriff auf das Konto bereits entzogen war.
Telefonisch konnte ich die N26 nicht erreichen. Ich bekam dort eine Ansage vom Band, dass ich den Chat nutzen soll. Unter Hotline verstehe ich aber etwas anderes.
Im Chat war man sehr nett. Man teilte mir mit, dass mein Geld an meine (gekündigte) Hausbank geschickt wurde. Es hat sich herausgestellt, dass man bei N26 irrtümlich das an meine Hausbank adressierte Schreiben als Kündigung aufgefasst hat und für den Ausgleich des Kontos die Kontenangaben meiner Hausbank verwendete, die im Betreff standen.
Das wirklich Schlimme daran war, dass mir keinerlei Lösungen angeboten wurden: das Konto war gekündigt, aus die Maus. Keine Entschuldigung, kein Anruf, keine E-Mail. Man ließ mich im Regen stehen bzw. in diversen Chats im Unklaren. Eine Telefonhotline für schwierige Probleme ist meiner Ansicht nach unbedingt nötig, da es im Chat viel zu umständlich ist und zu lange dauert.
Nachdem Mitte Oktober mein Geld immer noch nicht zu meiner neuen Hausbank überwiesen war, bemühte ich den Chat erneut. Der Mitarbeiter gab mir zwar in allem Recht, aber helfen konnte er nicht, aufgrund fehlender Befugnisse.
Letztendlich habe ich eine Strafanzeige bei der Polizei und eine Beschwerde bei der BaFin eingereicht. Die Aktenzeichen habe ich dann im Chat durchgegeben. Danach dauerte es noch 4 Tage, bis ich mein Geld auf dem Konto hatte. Insgesamt vergingen damit von der ungewollten Kündigung über 3 Wochen, bis ich an mein Guthaben kam. Die Anzeige liegt jetzt beim LKA Berlin.
Mir ist schon klar, dass es sich hier um einen seltenen Zwischenfall handelt, aber ich halte Personal, das Deutsch lesen kann für selbstverständlich! Ich bin diesen Online-Banken auch weiterhin sehr aufgeschlossen, aber ganz in die Abhängigkeit werde ich mich erst nach langjähriger Prüfung begeben.