DEGIRO’s app left a highly negative impression.
From a user experience perspective, it is inconvenient: the UI feels outdated and the navigation is not intuitive. It’s difficult to quickly find recent transactions, and it’s also hard to understand performance per specific holding—how much you have gained or lost on a particular stock position. However, these issues are secondary.
The main problem is the quality of customer support and the processes behind it, which feel unacceptably archaic and insecure. At one point, the system notified me that my identification document on file had expired, and that I needed to provide an updated document in order to continue trading (including buying shares). Instead of a clear and secure way to update documents inside the app, I was asked to send the document via email. Then it got even worse: I was instructed to place the document into a password-protected archive “for security” and to provide the archive password over the phone.
I spent about half an hour explaining to the support representative why this approach is questionable from an information security and trust standpoint. In the end, I was told the password would be passed on to the “relevant department.” When I asked whether they could email me a confirmation once my documents had been updated (so I wouldn’t need to keep checking manually), they refused and told me to “just check in the app.”
Three months later, nothing had been updated. I emailed support, but received no response for several weeks. Calling by phone did not help either—the line was not picked up after more than 20 minutes.
As a result, I withdrew my funds and deleted the app. With this level of service and this approach to identity verification, I am not comfortable continuing to use the platform or recommending it to others.
