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The customer service team in Australia is fine. However, if their lines are busy, they have an overflow team overseas, which is completely useless. The staff don't answer questions, have no idea which country they seem to be supporting and cannot assist with anything. It was a complete joke. I haven't had to call ING in the 10 years I've had my account until today, I hope I never have to call them again. Show details

Automated phone menu is clunky slow and glitchy, when you finally get to a human, theyre rude and not very helpful and are keen to get off the phone before the problem is rectified. I have been trying to get my account activated for months now, and i havent recieved sufficient support. Calls often drop out and going through the automated process… Read more

takes close to 10 minutes. Really really poor customer service, its also the worst app i have ever used. Even the Bank of Melbourne app was better.

Absolute a bigger scammer! Husband paid the whole balance which tell you how much to pay which he did! Then when he want to close the account they make him pay $17 for whatever it was and then telling my husband they won’t close his account until he… Read more

pay $10 so that a waste of $27 just to close the account! No wonder this ing have the worse star reviews and it definitely not recommended like they say! DO NOT GO TO ING FOR CREDIT CARD! THE MOST RIP OFF

I have been a customer of ING Direct Bank for over two decades and always been happy. Scam on my Orange Everyday debit card and within hours of the transaction, I contacted customer service. EIGHTY DAYS to be told that it is my responsibility! … Read more

Tried to get a joint account opened and months have passed and still not open. Ring customer service and you can be on the phone for 40 minutes or more. Sorry but this is reflective of management cutting staff levels and providing nothing to customers any more.

My family had been with ING for almost 20 years, and for most of that time we trusted them to be reliable and secure. Unfortunately, my recent experience has completely changed that. When I raised a legitimate issue, ING not only failed to resolve… Read more

it — they repeatedly ignored my concerns, gave inconsistent information, and left me chasing updates that never arrived. The situation escalated when ING accidentally sent me another customer’s financial information, a serious privacy breach that made me question how securely my own data had been handled over the years.

On top of the poor communication and lack of accountability, ING’s digital platforms have become increasingly problematic. Their app and website are often unreliable, glitchy, and difficult to navigate, which only added to the frustration when trying to manage the issue or access basic information. For a bank that markets itself on digital convenience, the experience was anything but.

After nearly two decades as a loyal customer, I expected far better. ING’s failure to address my concerns, the mishandling of sensitive information, and the ongoing technical issues ultimately forced me to take the matter to AFCA. Overall, the combination of privacy failures, ignored complaints, and unreliable digital services has been extremely disappointing.

As a loyal customer of ING for over 10 years, I’ve always appreciated the excellent customer service, competitive interest rates, and the convenience of no international transaction fees. This positive experience is why I continue to place my trust in ING, and I truly value the relationship we’ve built over the years. Show details

Have been with ING for almost a decade, their security team manage to help me recover fraudulent transactions using my card as well as block further transactions by locking my card/ account temporarily. Customer service tended to my call very fast and took swift action. Other perks such as utility rebate and international transaction rebate are nice bonuses Show details

I have been with ING for almost 10 years now. I've also been a customer of many other banks, including the "big 4" banks in Australia, having been a CBA customer for over 55 years. ING is by far the best bank of them all. I have received every entitlement on time with no fuss, use my card when I'm overseas for at least three months every year… Read more

and have never had an unexplained lock out or missed out on my bonus interest in my Savings Maximiser. I recently had the need to contact their customer support and was very happy with the outcome. The staff assisted me in a prompt and professional manner (thanks Amanda K) and worked hard over a three week period to actually get the bank to change a policy in order to get me what I was after. Now that's service. I will be closing my CBA accounts (recently started charging me a $15 monthly fee on top of my annual fee for the credit card I have had with them for decades) and I will also be moving all my mortgages to ING. This is just such a good bank, I can't understand why anyone would stay with the rip-off big banks.

I am a very dissatisfied customer, who again reported another issue using our ING credit card purchasing an electrical item and kept declining. Heaps of funds, was using their fancy tap and go on their Company phone using my Pixel and Google Wallet, asked to pay at a normal merchant machine - same result. Went to get some physical cards. Tried the… Read more

physical ING Credit card and same issue. Prepared a backup whilst getting cards and moved required funds to our Bendigo Bank VISA debit card, tried that and worked the first time!!

Messaged a complaint to ING saying we are over this. If this isn't taken seriously - we will move all our accounts away. In the meantime - I order an item from Amazon not long after using the same ING Credit card and works fine!

ING messaged back since and they did apologise, and submitted my information for an investigation. Then the lady continues to say "there is nothing showing why it didn't go through" and maybe it's a problem with the physical card. Again - ING is not taking ownership and blaming the end user. And it shows she didn't actually read my message properly where I explained I tried both digital and physical cards and all failed.

Over the last 12-24 mths we've had regular issues with our ING credit card where purchases decline randomly, even for small things like a coffee. It's embarrassing, everytime I try again and it goes through the 2nd time. Every time we raise this, and some other annoyances, ING never take ownership, provide really bad customer service and blame the end user.

I do not recommend to use ING Banking. It's very disappointing :(

Would give zero stars if I could. Flagged my account for possible fraud while I was trying to buy event tickets with a mate. Called to unlock my account, was interrogated how I knew my mate that I transferred money to, didn't believe I knew my mate and wouldn't unlock my account. Locked my mates account also even though we both said we knew each… Read more

other. Went to complaints department who blew us both off saying they did nothing wrong and people shouldn't transfer money like that??? WTAF? Absolute scum bank and staff. Will be moving home loan away from these useless a$$hats!

I had my car tinted and it was completely botched the first time, botched the second time when it was supposed to be fixed and was left with damage to my car. I sought advice and resolution for weeks before finally disputing the transaction via submission to the dispute team (who I found were incredibly unhelpful the last time I had to dispute a… Read more

minor transaction).

Waited 5 weeks and thought it was odd I had no contact back since the other parties bank has 4 weeks to respond... Upon my follow up, ING customer service advised that there was in fact, no transaction dispute in progress (whilst also being incredibly slow to do so). So I followed up with the dispute team, I got absolutely no response from them which I find appalling that not only did they not action the dispute, the also won't acknowledge/confirm their mistake

I am incredibly frustrated as now the transaction is outside the 90 day dispute window and I'm left with hundreds (potentially exceeding $1000's) of dollars of damage to my car and the cost to fix the tint job elsewhere, with potentially no recourse to claim my money back which would cover SOME of the damage and cost to rectify the job. I then submitted a complaint with the complaints team, in which I have also no had any reply back to, not even a confirmation that it's being worked on and they will be in touch.

The service from ING has really left a sour taste in my mouth and a big gaping hole in my wallet, as a banking provider I feel they have really let me down as a customer. Through lack or coordination and communication. I will give them a chance to provide a solution but otherwise will have no choice but to report ING to the Australian Financial Complaints Authority.

I had a problem with activating my new ING app, I could not receive SMS security code. I called ING for assistance. My call was answered by Adrian from customer service. Adrian was able to sort it out for me and explain everything in detail very quickly so I would like to say a Big Thank You to Adrian.

The ING $125 for a friend referral upon opening a new bank acc is the biggest scam ever! My digital card can’t be set up until my physical card arrives (which takes up to 10 business days), however, to be entitled to the $125 I have to complete 5 transactions using the card (that still haven’t arrived). I have received an email saying my card have… Read more

been shipped on the 23/03 and I have only until the 31st of March to complete my 5 transactions. Today being the 29th and a Saturday, and no card so far in my mailbox, I’m pretty convinced I won’t even have a fair chance to complete the transactions by Monday. Very disappointed and have 0 confidence to then transfer all my money into a bank who promised me something they can’t deliver.

Good luck trying to get hold of anyone at ING in under 30 minutes regardless of whether it is urgent like your account has been hacked or normal banking info like forgotten access codes, you will be on wait for a very long time and have to press many buttons on an automated request system. Honestly it's appalling and there is no way I would have my major banking with this bank. The only reason I hold a card now is for overseas travel. Show details

How archaic. ING does not work with Samsung Wallet despite Samsung being one of the highest selling phones on the market. Come on ING, get with the modern world!!

Customer service has declined so dramatically recently. Contacted them regarding their change in ATM fee rebates. ING could not tell me which ATMs are now fee-free. They do not know, despite spruiking free ATM withdrawals. Contacted them to negotiate a better home loan rate, compared to other lenders. Flat out said no. Would not even discuss it… Read more

with me. One star, because they do have the highest savings account around. However, we have just refinanced with another bank and will be closing all of our ING accounts. Been with them for more than 20 years and always promoted them when I could. Way to lose loyal customers!

Took almost a month to setup a joint account where with other banks its instant on the day. A month? How incompetent do they have to be. Then cant activate card digitally, which in this day and age its outrages. Dont recommend, save yourself a hassle and go elsewhere

My account has been locked, and no team is able to assist until 8:00 a.m., even though it is only 7:00 p.m. The after-hours team can handle fraud issues, but the specialised care team that unlocks accounts is unavailable outside standard hours. This leaves customers without access to their accounts, which is not acceptable. This level of support is not good enough. Show details

I have been banking with ING for over 30 years. Initially saving account and house loan which I paid off. All ok until I chose to invest a small inheritance with term deposits. I was able to do this on the web but shortly afterwards I received a demand for identification. I sent the a copy of my birth certificate but this was not enough. They… Read more

wanted a picture ID. I sent them a copy of my drivers licence, still not enough, they wanted a certified copy. At this point they locked my saving account and changed the instructions on my term deposits so I couldn't renew. I managed to get a photocopy of my licence and certified and sent it. Fine, they unlocked my savings account but I still couldn't access details of my term deposits. When a deposit matured the money went to my savings account but I was unable to reinvest. They now want a certified copy of my birth certificate. This is when I spat the dummy. They have my name, address, phone number, tax file number a copy of my birth certificate and a certified copy of my drivers licence and still it's not enough.

*****SCAM******This has been the worst banking experience I’ve ever had. ING sent me a debit card out of nowhere — I have no memory of ever applying for one. Naturally, I called to find out what was going on, but the experience only got worse from there. The phone wait time was ridiculous. I had to repeat my personal details three separate… Read more

times as I was transferred from person to person.

When it came to verifying my driver licence, the representative insisted it “can’t be digital,” yet couldn’t explain how she would even know whether it was digital or a physical card. The logic simply didn’t make sense. At the end, I didn't get a chance at what I was enquiring about.

The overall attitude was unfriendly, dismissive, and completely unprofessional.

I was prepared to deposit a very large sum of money, but after this experience, I have zero confidence in ING’s competence or customer service. They have lost me as a customer before the relationship even began.

I will never recommend ING Bank to anyone.