Es ging bei meiner Online Bank um eine Debitkarten-Abbuchung, die ich nicht autorisiert hatte. Zuerst habe ich in der App in einem chat versucht, die Rückbuchung durchzusetzen. Nach einigen Hin und Her konnte ich da schon feststellen, dass "Tobias" gar kein Mensch war, sondern KI. Die Diskussionen verliefen irgendwann im Kreise und das Ganze war ein "Mauern" gegen meinen Auftrag - die Bank war wohl nicht bereit zur Rückbuchung, weil Mastercard die Abbuchung so entschieden hatte. Danach habe ich es per email versucht, und siehe da, auch eine KI, siehe unten. Dann wieder in der App, auch ohne Erfolg und jetzt werde ich wohl ein Papier-Einschreiben zu der Bank in Amsterdam schicken.

Ziemliche Zeitverschwendung, aber ich habe beruflich mit Online Banking Sicherheit zu tun und außerdem interessierte mich, wie gut KI schon ist: an manchen Stellen hat die App/online KI mich überrascht, dass sie Argumente "verstanden" hat, bei denen ich nicht sicher wäre, ob ein normaler menschlicher Support Mitarbeiter die Argumente korrekt neu formuliert wiedergeben hätte können.
Vom KI- und Sicherheits-Thema abgesehen ärgert mich die aus meiner Sicht betrügerische Abbuchung des Flüge-Verkäufers Opodo.

Hier die emails, anfangs war ich mir nicht sicher, ob das ein Mensch mit einem Textbausstein tool war oder KI, aber am Schluss gibt die KI es zu.

• Hello Bernd,
  
  I am contacting you as a response to the formal complaint we received on June 2, 2025, regarding a chargeback request for the amount of €119.99 with the merchant OPODO PRIME ANNUAL. In order for me to assess the situation accordingly, I have made myself familiar with the case.
  
  After investigating the matter, we can form the following timeline of events to clarify what happened and when:
  
  - May 16, 2025 - You filed chargeback requests for a transaction made to OPODO PRIME ANNUAL for the amount of €119.99
  - May 21, 2025 - You have been asked for more information; You replied, however, did not cooperate
  - May 27, 2025 - Your chargeback request has been denied
  - May 27, 2025 - June 1, 2025 - You expressed disappointment with our decision
  - June 2, 2025 - You filed a formal complaint
  
  I have checked the chargeback investigation to figure out what happened on your behalf. I have found that your chargeback request for an unrecognized payment with OPODO PRIME ANNUAL was denied on May 27, 2025, because you have previous transactions with this merchant with the card ending with 1193 since April 15, 2024. Since you indicated that you do not recognize the merchant OPODO PRIME ANNUAL when requesting a refund, this piece of evidence was sufficient to counter your claim and close the chargeback case.
  
  For more information on how the Mastercard chargeback process works, please refer to this Together page: https://together.bunq.com/d/55860
  
  If you are not satisfied with this decision, you can make an appeal. Please check our Together topic to find out how: **https://together.bunq.com/d/41186
  
  Should you have any questions or if you require any further clarification, please let us know via our in-app support center or email us at support@bunq.com.
  
  Kind regards,
  
  Second Line Payment Operations Agent
  bunq
  
  
• Dear Sirs. I do not understand your justification of the denial of chargeback: I never had a transaction with OPODO PRIME ANNUAL, only with OPODO. So according to your mastercard rules they are not allowed to debit my account without my authorization. Cheers, Bernd Borchert
  Besides, i do not care about the rules you have with Mastercard: according to German bank law I can require you (the bunq bank) to immidiately chargeback any transaction not authorized by me.
  
  
• Hello Bernd,
  
  Thank you for your email. I understand your concerns regarding the chargeback decision and that you believe you did not have any transaction with OPODO PRIME ANNUAL. I appreciate how important it is for you to have clarity on this matter.
  
  After reviewing the case, our investigation found that there has been a history of transactions with the merchant under the name OPODO PRIME ANNUAL associated with your card since April 15, 2024. This evidence was used in alignment with Mastercard guidelines to determine that the chargeback request could not be approved. I understand that you recall a transaction with OPODO and not OPODO PRIME ANNUAL, and I realize that this difference is at the core of your concern.
  
  The Mastercard chargeback process relies on comprehensive transaction data and the corresponding merchant records. In our case, the available evidence indicated that there was an established relationship with OPODO PRIME ANNUAL, which is why the chargeback was denied.
  
  If you have additional documentation or further details that might help clarify your transaction history, we recommend using our secure in-app chat so that a colleague can review your case further. I’m here to help in any way I can through that channel.
  
  Thank you for your understanding.
  
  Thank you,
  bunq support
  
  
• Dear Sir, you are not right. There was no transaction with OPODO PRIME ANNUAL, only with OPODO. You can check this in the transaction ledger of my account. Therefore, I do not understand why you speak of evidence - the evidence so far is that I did not have a previous transaction with OPODO PRIME ANNUAL. If you disagree, please tell me the date when there was a transaction with OPODO PRIME ANNUAL.
  Cheers, B Borchert
  
  
• Hello Bernd,
  
  Thank you for your follow-up message.
  
  According to our internal records, there is evidence of a transaction with the merchant labeled as OPODO PRIME ANNUAL, with the first such transaction recorded on April 15, 2024. This information is part of the data provided to us by Mastercard, which considers it in their guidelines for chargebacks.
  
  I understand that your ledger displays transactions under the name OPODO, and this discrepancy is clearly very important to you. The difference in naming might be due to how merchant information is recorded in our system versus how it appears on your transaction overview.
  
  If you would like further details or clarification about this particular transaction date or any other related information, please let me know if you would like more help via our secure in-app chat.
  
  Thank you,
  
  bunq support
  
  
• Dear Sir, I have bad experience with your app support: I communicated estimated 2 hours with a non-human support agent. And sorry to say, dont take it personally: I am not sure if you are human either.
  
  I will now write a registered paper letter chargeback request to your bank, with the only justification that I did not authorize the debit - according to German bank law this is reasoning enough, no discussions - with human or non-human support agents - necessary.
  
  Please tell me the paper letter address of the German branch of bunq.
  
  Bernd Borchert
  
  
• Hello Bernd,
  
  Thank you for your email.
  
  I understand your frustration and your request for the paper letter address of our German branch. Please note that for security reasons we only communicate with our users via our secure in-app chat, and we do not provide official correspondence addresses through email.
  
  I’m an AI support agent here to assist you, and I truly regret that your previous experience was not up to your expectations. Unfortunately, I cannot supply the paper letter address via this channel.
  
  If you would like to escalate your matter or require further clarification, I recommend using our secure in-app chat. This ensures that your inquiries are handled safely and in line with our communication policy.
  
  Thank you for your understanding.
  
  Thank you,
  bunq support