Think twice
No doubt, they will answer and pretend that they are approachable and can sort any problem as their customer service is very good, in fact they are quicker to respond on here than for their own support but…

I’ve taken an N26 ‘You’ card and membership. When I received the mail saying my card was on its way, on the mail it said “Follow your wanderlust Relax: your trip is covered if you’re sick and can’t make it. And with free foreign ATM withdrawals and foreign medical coverage, based on the Insurance General Terms and Conditions, you can go wherever your heart takes you.”

I could not find any details of what was covered with that insurance when I logged into the app.  I ‘spoke’ to customer services who said they would look into it as this insurance only relates to the ‘Metal’ account. That’s when I realise that they obviously made a mistake, but as I pointed out to them it is a rather BIG mistake. How many other similar emails have they sent out and how many have been misled like me? Customer service just casually dismissed it and said we can swap you to a Metal account (an assurance for £120 extra a year on top of the £4.90/month. Hmmm let me think!) As they are a financial institution you‘d think that, one, such a mistake would be impossible and 2 they would be equipped to deal with this efficiently and swiftly.  What else have they told me wrong about this account? This is worthy of trading standards getting involved. They have a flat hierarchy apparently (the joy of new business start-ups, who don’t want to pay their staff very much and say no managers, you are all important), so when they said the case had been escalated I don’t know where, Germany? May be they need a serious manager that can actually take important decisions. Debiting the membership fee was the only thing efficient and swift about N26. I was casually brushed aside, they said that ‘as a gesture of good will’ (which mean I could not care less, take those crumbs and go away) they would reimburse my first £4.90. I have since as it is my right (within 30 days) cancelled my account all together. What would I have done better in their shoes, admitted my mistake (they did) admitted that it was a major issue (they did not) offered the insurance for a year as promised in the email (that is not a gesture of good will, it is what they have to do since THEY told me I had insurance, I did not make it up). I’ve been advised to go with N26 by a friend who never had issues with them. I think this is the main thing as always, if you have problems on your account, everything goes well, if you have the tiniest issue then they let themselves down very badly. How long can you keep your fingers crossed that nothing goes wrong with them? I’ve since done some research online and realised that there are banks around that offer same/better deals with no fees. Their product is not unique and their approach to customer services really does not make them stand out, shop around!!!  Anyone is allowed a mistake but what sorts the great from the weak is the way you handle your mistakes. I do not put feedback lightly on anything but I feel strongly about this and I hope this will help people in thinking twice. 

*** You already know what happened I've sent you 3 detailed emails about it in the last 2 weeks. Got answers from Dylan Jessica..... You have just chosen to ignore the problem that's why I cancelled the account. ***

***They pretended they cared (as they do every time on trust pilot). I sent them all the details again as requested but after 4 days still nothing. I rest my case ***

***once again. Nice little touched to say they ve looked into it and it won't happen again. It should have not happened in the first place!! Plus it s how you dealt with it with me that matters and it was shocking***