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Your request (387134) has been updated. To add additional comments, reply to this email.
Zbyněk Čepera (Wallet Support Team)
Sep 30, 2025, 15::16 GMT+2
Dear Francesco Di Puccio and Altroconsumo,
Thank you for bringing this matter to our attention via the Reclama Facile portal. We have officially registered your complaint. We sincerely apologize for the inconvenience and the poor experience regarding the handling of the initial support request, particularly since Mr. Di Puccio is a valued Premium subscriber entitled to preferential service.
Clarification on Ticket Creation
We would like to briefly clarify the request to separate issues into individual tickets:
This is standard practice for our support team, based on efficiency and our experience. When different problems (e.g., a connection error, an incorrect balance, and a login issue) are submitted in one message, it often leads to delays and miscommunication because these issues frequently require troubleshooting by different specialists (API team, accounts team) and sometimes even involve third-party providers. Separate tickets allow us to assign dedicated resolution paths instantly, speeding up the overall process.
Nonetheless, we recognize that this process was not clearly communicated. We apologize again for the lack of clarity. We will update the relevant section of our Help Center to make this requirement more user-friendly: How do I contact support?
Further Communication Resolved Issues
To avoid further complexity for the client, we will handle all subsequent communication regarding these four points within the existing ticket: 383896. If Mr. Di Puccio needs to reply, he can simply use the Reply function to the email he received from our colleague Kurt earlier today.
We consider the four technical issues to be addressed with practical solutions and next steps. We will ensure the communication around ticket procedure is improved internally and externally.
Summary of Kurt's Response (Ticket 383896):
1) Banca IFIS — deposit account (savings)Unfortunately, under PSD2, banks are required to provide only payment accounts via Open Banking; deposits/savings may not be exposed. With Banca IFIS, the deposit account is not available via automatic connection. As alternatives, you can:
Keep the account manual in Wallet.
Periodically import transactions from the Web App: s:support.budgetbakers.com/hc/en-us/articles/7077275632274-Import-your-transactions-or-filesNote: if the flow doesn’t start on PC, use your smartphone and the native browser (connections often require the bank’s app‑to‑app handoff): s:support.budgetbakers.com/hc/en-us/articles/7150530312722-I-cannot-connect-my-bank-account.
2) Widiba — incorrect credit card balanceThis almost always depends on how the statement payment is recorded: if the transfer/debit from the current account to the card remains categorised as “Expense”, the card balance won’t reset to zero and will grow over time. Try this:
Find in Wallet the monthly card payment that left your Widiba current account and OPEN that transaction.
Change the Type to “Transfer” and select your Widiba card as the destination account; guide: s:support.budgetbakers.com/hc/en-us/articles/7148334559762-Bank-Transfers
Also check the card setup (initial balance at 0 with an initial record if needed). If necessary, see: s:support.budgetbakers.com/hc/en-us/articles/7149493539346-Credit-card-balance-showing-as-oppositeIf after these steps the balance remains inconsistent, tell me and share (masking sensitive data) a screenshot of the payment transaction shown in Wallet and the date of the last charge: we’ll verify it.
3) Login with email verification and “empty” account using Google
Email verification is now mandatory for security. To avoid repeated verification links, use Google/Apple/Facebook sign‑in: s:support.budgetbakers.com/hc/en-us/articles/27741215736722-Account-Security-Mandatory-Email-Verification
Address handling: our system treats addresses exactly as written: “francesco.dipuccio@…” and “francescodipuccio@…” are two separate accounts. To unify:
a) Decide which address you want to keep.
b) If the other created an “empty” account, delete it first s:support.budgetbakers.com/hc/en-us/articles/7183718895762-Deleting-account-and-all-data)
c) Then I can forward a request to change the primary account’s email to your preferred address: just tell me “current email to keep” and “new email.”4) SatispayIt isn’t currently supported as a direct connection. You can:
Submit the official request here: s:docs.google.com/forms/d/e/1FAIpQLSfbxGTB1p3eI8NrR05YL4tB8gHeQpqQN3ElskkNrdsKiUAtrg/viewform
Use import on the Web App to get transactions into Wallet: s:support.budgetbakers.com/hc/en-us/articles/7077275632274-Import-your-transactions-or-files.Thank you for your understanding.
Best,
Zbyněk
Kurt (Wallet Support Team)
Sep 30, 2025, 11:47 GMT+2
Dear whom it may concern,
We have received your complaint and it has officially been registered.
We are working towards a resolution that will provide the best outcome as customer satisfaction is our top priority.
This process can take up to 15 Business days. During these 15 days, you'll be updated regarding a decision.
Best,
Kurt-Jordan
Reclami
Sep 24, 2025, 19:15 GMT+2