Wero, the European digital payment app, promises a simple, secure, and fast way to pay.
However, users have complained on social media that they cannot link Wero to their online banking, have been charged twice for the same transaction, or find the app freezes or crashes regularly.
Ralf Hamal of EPI acknowledged the complaints. "There have been people who struggled to register, or whose accounts were blocked during the enrolment process, although most users signed up without difficulty", he told RTL. "We have identified these issues and are working with our partners to address them. While these are mostly minor technical problems, they can be major concerns for those affected."
Hamal advises affected users to contact their bank. "First of all, contact your bank, explain the issue, and we will resolve it. The bank and EPI work closely together to address these matters. If the problem is on our side, we will fix it jointly with the bank. In any case, the bank will reimburse the customer. This is always the case," he said.
He said such cases are marginal and overall feedback has been positive. He described the Luxembourg launch as a success, saying most former Payconiq users have switched to Wero.
Wero has now passed Payconiq's previous user numbers, Hamal said. "We have reached 106% of the number of consumers who were previously registered with Payconiq and have now enrolled in Wero. Merchants who used Payconiq have also been migrated to Wero by our member Buckaroo and are now using the new service."
Transaction volumes in Luxembourg are now similar to those under Payconiq, he added, suggesting users have adapted. He gave no specific figures for Luxembourg.
