Money blocked for crypto, they won't give money back
Hi,

This is a warning for people wanting to open an account with N26.

I am Pol Smith. My N26 Credit Card ID is XXX
My IBAN is XXX
My date of birth XXX 
(information removed due to N26 security issues)

My account has been cancelled in an extremely unfair way. I don't know exactly why N26 decided my account to be cancelled, but I think it must be due to having transferred funds to Coinbase (cryptocurrencies exchange), which was the last wire transfer I tried to do. This transfer was intended to do on 15.05.2019 for the amount of 1,366.27 EUR, and it bounced back the same day. 2 days later, on 17.05.2019, my N26 bank account was blocked and I haven't had access to my money since then.

N26 says they run a "routine check" on accounts to "keep accounts secure". However, they never end the "investigation" while they keeping the money unaccessible on the account.

In any case - according to this Cancellation Email, my account will remain functional up until 31.05.2019, so I should move my full balance before that. Here is an extract from this email:

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This termination is effective as of: 

31.05.2019 

Your account remains functional until the stated date. After termination, usage of the account, the app, as well as the card issued with it, is no longer possible. 

We would like to make sure your remaining funds get transfered to you. 

Please transfer your funds to an alternative bank account before the date of termination. 
---

Contrary to what the Cancellation Email says, my N26 account and my N26 credit card have not been functional since then, and therefore I haven't been able to withdraw nor use or transfer my money out of the N26 account.

After having told this issue to N26 several times by email, live chat, Facebook, Twitter and Instagram, now N26 are not doing anything in order to give me my money back. They don't let me transfer my money out, the credit card and the account are totally blocked (note it's note 31.05.2019 yet) and N26 email support is not transferring my funds to an alternative bank account even though I sent them the IBAN, BIC and an official proof for my alternative bank account to be mine. I sent these document 7 days ago and about 5 times since then, and still no reply.

Live chat has told me my account is "under investigation" and "being worked on by the appropriate department". However, there is no estimated date, days pass by and there is no estimated day, not even an email or update.

I followed the steps mentioned on the page "How to file a Complaint" from N26 website, but that doesn't seem to make N26 really work on my case or resolve the case either.

N26 say "we must close an account after these checks have been completed". In reality, what N26 does is not answering any emails and keep saying they are "investigating my case". Seems this "investigation process" will never end.

N26 say they are "regulated and licensed bank, we are obliged to adhere to European banking processes. We don't close accounts without a good reason". However, real and non-fraudulent banks don't cancel accounts for trying to make a transfer to a cryptocurrency exchange like Coinbase, like it happened to me. 

N26: is trying to make a transfer to Coinbase a really good reason for which a bank should cancel and block all access to the money from a user, not letting the customer transfer it out?

N26 says "We endeavour to contact you as soon as possible to inform you of our decision". However, in reality they have no phone number to contact, they don't reply emails and by live chat they just say to have "no further information" and just close the chat. Whenever I messaged N26 that this was very urgent as I needed my full balance (2,366.27 EUR) in my account as soon as possible, they either didn't reply or said I should wait to get an email (which never arrives).

I think the only way to make N26 reply to me might be writing this review (at least, I might get an automated reply as they do with all Trustpilot reviews). Or better, maybe the only and "real" solution to get money back might be contacting Ombudsmand, Bafin, etc.

EDIT #1: N26 did reply to this review. According to their reply, I removed sensitive information (Credit card Id,  IBAN and date of birth) of my N26 account in this review. They also mentioned they cant provide further information in here. However, they are not providing information on any channel either,  since I am not being answered by email either.

EDIT #2: (27.05.2019) I just received an email from N26 with the following text:
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Hey Pol,

Thanks for getting in touch!
I can confirm that we have received your document with your bank details and we already have a dedicated Team handling it now. We will contact you as soon as we have completed this process.

We will try to be as brief as possible, we appreciate your patience.

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EDIT #3 (28.05.2019) I just received an email from N26 with the following text:

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Dear Pol, 
Thank you for your emails. 
Please be assured we continue to work on your case. 

As this is a complicated and complex process, it will take time for us to resolve. 
Nevertheless, we have requested this case to be prioritised and will update you as soon as we have more information. 
I sincerely appreciate your continued patience. We will be in touch again soon. 

Kindest Regards,
N26 Complaints Management

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EDIT #4 (31.05.2019)
My account has been fully cancelled. I cannot log into my account anymore, it says "Bad Credentials" now.

I still haven't received a reply from N26 by email.
Live chat says they have "no further information". They cannot even tell me who should I contact or if my case is being worked on: they just close the chat.

I sent another email to N26 (I already sent Support, VIP and Complaints department team about 20 emails).

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I will keep updating this review until I receive my money back