No access to account
Before I start complaining and explaining my current situation, I want to start off by saying that I was initially very happy with N26: A mobile bank! This was great for my, since I frequently travel abroad. A Debit card that I can use around the world and connect to all kinds of apps (my usual bank doesn't have this option). For about half a year, this worked great for me and would recommend N26 to people in need of something similar.

Then came the moment when I suddenly had to verify my account using the 2-step authentication. Usually, that shouldn't be a problem, but I'm using a different phone number now (old phone got stolen). After chatting a few times (since there is no phone number available), they called me back with a lot of questions to confirm my identity. So far, everything made sense and my number was changed to the correct number. All was good again :)

Or so I thought. Then It was time to verify my login by inserting the SMS code I would receive by SMS. You might have guessed it at this point, but no code would ever be sent to my phone. I did receive some kind of error and tried to have the SMS message resent a couple of times, but with no positive result. The number must be correct, since they also managed to call me back.

It's 5 days later now and I still do not have access to my bank account. If have no idea how much money is still on that account and have no way to transfer it to another. The only way for me to know for sure if there is enough money on that account for anything, is by getting cash out of the ATM and pay for everything in cash (which means I also pay the €2,00 fee every time I get money out of an ATM). 

So since last Friday i've been contacting customer service by using the 'live chat'. The service agents keep telling me they will be in contact 'today' or 'tomorrow'. Today marks day 5 after first contact. Today I spoke with a service agent who told me it could take a 'few weeks'. At this point I didn't know what I was reading. A few weeks being unable to check my own balance, let alone transfer funds to pay bills! He did not seem to appreciate it very much when I told him waiting for weeks wasn't really an option for me.

Now, I work in customer service myself and have seen some crazy things, but never as crazy as having to wait a few weeks before I can access my account. I understand (and appreciate) that there are security protocols. But when I give all my personal details and tell them the exact amounts and locations of my last transactions to confirm my identity, they still can't help me at all and the only thing for me to do is wait.

Moral to the story: Great app when everything works, but customer service has a lot to learn. Make sure you change all your personal details in your account as soon as they change. Otherwise, you might end up like me feeling like being locked out of your car on a abandoned road with 150km to the nearest sign of civilization.

I will update the review as soon as the situation changes.

When it comes to customer service:

 - not easy to reach on live channels. 
 - Not a very personal approach (although there were some friendlyl ones)Lots of templates that didn't really fit into the conversation, not feeling like agents are reading the situation actively. More like scanning for keywords.

 - chats get closed fast by agents if you don't respond fast enough.
 - follow-ups (call-backs, e-mails) didn't happen when promised.