ING Home Loans

I have been a home loan customer with ING and initially had a bad experience. However, my recent dealings have been disappointing. Following a significant increase in my property value, I applied for an additional investment loan in January 2026. I worked with a loan representative and provided all requested documentation promptly. Despite… Read more

multiple follow-ups via email, I did not receive any response or update on my application. The lack of communication and follow-through has been frustrating and has impacted my confidence in their service. As a result, I am now exploring options to refinance with another lender. Based on this experience, I found the service to be unresponsive and inefficient, and I would hesitate to recommend ING for home loan services.

I have had an Owner Occupied to talk to their Home Loan since 2015 for the unit I purchased and have lived in continuously since then.Last thursday I get an email accusing me of buying another place,totally different address. And as I am living in my current address they intend to treat the Loan as an Investment Loan only.The place they are… Read more

alleging I bought is a House that last sold in 2014 for $3,60,000.I got nowhere with their Call Centre and requested to speak to their Complaint Unit. I was told they would lodge a Call.I get an email back the same day saying I would be contacted by 5pm.No contact all all since. As a result I have had to lodge a Complaint with AFCA. This episode demonstrates Incompetence and a Lack of Caring,and Poor Customer Service.

We were doing refinance with ING. We provided all documents and paid the lock fee on fixed rate. They gave us conditional approval and asked for one more thing which we delivered after couple of days. And... They refused our application. Never deal with them, they don't value your time and efforts. They not trustworthy. Show details

Great Internet and App – Have used ING on many occasions, yes it is primarily internet based so you dont get any advice, as you get from a Broker, but ING have great platforms and Apps. Would have no problem in using them again. Show details

Can’t fault them, they are awesome – These guys are bloody awesome. Their app is so easy to use, you can contact them via the app and have a response within the day. If they can’t help you via the app they’ll arrange someone to call you so you don’t have to wait on hold. I’ve been with them for six years and I can’t fault them. Highly recommend. Show details

Happy overall, but could be better – Likes: - Online banking a breeze - No redraw fees and limits - Customer assistance generally fast online (usually replies within 24 hours) - Interest Rates are competitive and transparent (although big banks are starting to offer better deals) - Application process was pretty smooth Dislikes: - Visiting a branch requires me to go all the way to… Read more

Sydney CBD - Annual fee of $395 quite steep, even though I have online banking, savings, mortgage and personal loan all with ING

I've been with ING for quite some time now and I would recommend if branch location is not a big issue

When our fixed rate home loan, that waswith them for 4 years, finished I thought that they would want to keep customers and offer a competitive rate. They didn't offer us a competitive rate and refused to give us the advertised rate stating that "its for new customers only". Its obvious that they dont want to keep existing customers. So we are now taking all our business elsewhere. Show details

ING least helpful bank in Australia Avoid – After being with ING for many years i reviewed my interest rate which i found out was 1.5% higher than the national rate when i called i was told because i never asked for a discount in the past my rate was higher and could now be reviewed. Basically my loan was $300 per month higher in interest due to not asking for a discount in the past.......... Needless to say i have moved providers.

DO NOT go to ING for a home loan!! – ING Home loans ING refused to assist me in refinancing my home loan. I decided to seek the help of a reputable broker. I was granted approval two months ago and ING still hasn't discharged my loan. They also did not allow me to pay of my loan on a weekly basis. Steer Clear is my advice!!! Show details

Terrible service. Ignored – Have messaged many many times. Emailed , phoned and their error not been solved. Taken screenshots and kept all proof of poor service. They just send standard messages back saying will be solved on 2-3 days. But it’s been over a month. Terrible customer service. Do not recommend for home loans. So so upset Show details

Can I give minus stars?? – Whole process woeful, ended up with another bank. First issue is that they weren't upfront with the documents required and just listed them as a condition on the approval letter, a week before settlement. The request was completely unachievable in the time we had left. Approval took 2 weeks and we kept having to go back and forth because they… Read more

would ask for one document, then another document and another etc. I suspect this is purely due to incompetence and the lack of customer care. DO NOT engage directly, get a broker. Customer service appalling, you have to wait on the phone for agest to speak to someone (but most of the time customer service just takes a message, because nobody is ever available to speak to) and waste hours by constantly following them up.

Quick and easy application process – Took 3 days from submitted application to approval. Documentation sent electronic making the whole process easy Show details

For the love of all things good, stay away! – We've had an ING home loan for around 7 years. There were several delays when first setting up the loan which almost made the purchase fall through. Then they let us know that they had "forgot" to add some of the fees to the loan amount and we needed to provide an additional $3000ish immediately. When we complained about this we were told "Well,… Read more

it's money you would have to pay back anyway lalala". ING always pass on interest rate rises in full and immediately, but interest decreases partially, sometimes and... eventually when they feel like it. Every time I have ever had to call customer service I've been informed that they are "experiencing higher than usual call volumes" and I've been forced to wait at least an hour to get through. The average wait time seems to around an hour and a half, some times 2 hours.

Now when it's finally become financially viable to switch banks, we have been set and ready to go with all the paperwork done, and as far as anyone let us know everything was ready. ING at the last minutes decided the payout figure (which they provided) was incorrect and pushed back settlement for another week. This of course means we need to pay them more interest. I called to complain and was told that it wasn't their fault, not their problem and I (as an ING customer) would have to contact their solicitor to have the date moved back forward. We are moving all of our banking away from ING and would not deal with them again. I recommend to not even consider them for any backing!

Horrible Poor Service – We missed 1 months home loan repayment because we pay extra payments fortnightly. ING state they tried to call us to tell us we weren't ahead and that we were now behind. ING calls are from a private number and I don't answer calls with no caller ID due to fraudulent activity and scams. We had over 20k sitting in an offset account they could have… Read more

used if that desperate, or sent us an email to call them, but NO they filed us as bad debtors, so now we have a poor credit rating that they can't reverse. Absolute disgraceful service, avoid this institution at all costs!!

Love new customers, no love for existing – I have banked with ING for over 15 years and still a customer today. Great App, easy to deal with on phone. Very happy. I refinanced my non-ING Home Loan to ING in 2016 (a simple variable loan with redraw available) I received a great rate, fantastic incentives and I did the application myself, online. I found the process very easy. Initially,… Read more

ING’s variable loan rate only moved with RBA rates. After a while, interest rate reductions where less than RBA and we started getting minor increases out of RBA cycles. I also noticed on the ING website new customers were getting significantly better interest rates than myself. I rang up on a couple of occasions and managed to get minor rate reductions, but never as good as new customer rate. ING ‘couldn't match’ their own new costumer rate, (which also included a $3k refinancing incentive) so in January 2022 I started the process of refinancing with another bank. Today, my mortgages are with another bank, currently getting a better rate ING is offering new customers, saving me significantly in interest costs. Hopefully the new bank doesn’t play the same games.

Indefinite waiting time – I applied for ING loan through my broker, even after 6-8 weeks haven’t heard from them, terrible service , I then moved to a different bank where all the process has been completed within a month, never recommend ING to anyone Show details

Wasted one hour on the phone! – Rang them early in the morning to avoid long waiting times. My inquiry had to do with a bridging type of loan. Being a pensioner who owns my own home outright, I am looking at downsizing, like so many of my peers! I was told by my superfund that we could ask for help from our banks to afford the cost of making the transition from our present home… Read more

to the new one, such as securing deposits on a property off the plan (as in my case).

After 25 minutes wait on the phone, I finally spoke to an ING employee. I gave her all the (quite personal) details and was transferred to a "loan expert". Same scenario. She again wanted all the very personal details. After a long conversation, when she asked me whether I was employed, which I answered in the negative (I am 74 years of age) details which they obviously have, she answered that they would not give loans to people who are not employed! I told her she should have asked me that question at the start, which she agreed to. Not impressed, ING!

Great rates but absolutely appalling customer services – The home loan documents are very confusing. 1 week prior to my settlement date I was told that I need to sign another mortgage document. The trouble to print the document, get leave from work to go to a JP, and then mail it, wait for it to reach Dentons lawyer is ridiculous. I did the process more than 1 week ago and now ING is asking for… Read more

another copy of the same thing, with no mention that I need to sign 2. Only now my mortgage broker let me know I have to do it all again. Whole process is confusing and tedious, I am lucky that I asked for a 45 days settlement, if I signed a contract on a 30 days settlement, I would not have gotten the money for settlement and essentially lost my 100k deposit. The amount of stress this brings on is not worth that slightly cheaper rates, I would not recommend this bank to others. Now I have to take time off work to fix the issue yet again. Don't bother saving that 0.05% interest rate, go with a proper bank. Their phone lines are also rubbish in that they make you wait 50 minutes before someone pick up.

Conflicted and slightly disappointed – I love ING as an everyday bank, but I feel quite conflicted right now due to their inability to match home loan interest rates. I am looking at home loans and have done my research regarding interest rates and what other banks offer. I am wanting an investment variable loan with an offset account (my mum will be occupying the property and will not… Read more

be paying rent, so naturally I'm looking for the best deal). There are a couple of other banks that offer lower rates: 0.46% lower than ING. That equates to just under 20k difference over a 30 year period. Meaning, I will potentially pay 20K more to ING over that period than a competitor. I have spoken to 4 different home loan specialists, all of who were lovely, and have all stated the same thing: We don't match or negotiate rates. As mentioned, I love ING as an everyday bank, but they don't match interest rates and I am sad about this as I will likely need to change banks.

Never go for ING Home Loans – Hidden charges start from annual account management fees, loan processing fee, and the list is never ending. If you are getting financial advise from loan mortgage brokers like we did, there will a page at the end of your application where the brokers try to establish that he/she has given you three options/loan products and why ING is the… Read more

suitable one for you. Better interest rate and Customer service are the reasons - crap! The only reason mortgage brokers recommend ING is that ING gives higher incentives for brokers (nearly $4000 on off payment in our case and regular monthly payment for trapping a victim for their loan product. Never ever trust ING Bank or your Home loan broker until they reveal how much they are paid by the bank before signing the papers. Mostly the brokers would try to distract you (customers) from the last page where their profit is mentioned. Remember: there is no free lunch in the financial sector. If your mortgage broker is working for FREE(?), ask yourself what you are getting, We highly recommend dealing with any legit banks like NAB, Westpac, ANZ or CommBank directly, rather than mortgage broker rats + ING mob.

Home Loan experts? – Would give 0 stars but no option. Applied over the phone, got straight through to the person who determines your eligibility for a loan. All good so far, get transferred to home loam expert, get told the current wait time is 20 mins. 50 mins later still on hold have things to do places to be so hang up. Ring back later in the day. On hold for… Read more

anther 50 mins, person who answers tells me "sorry all our home loan experts have gone home for the day. Apply online... Easy enough. Get told a home loan expert will be in touch within 2 business days. Next day late afternoon about to leave work to pick up the kids, and they call. I ask him if he could call me back in 40 mins, but he tells me he's about to knock off for the day. He gives me a number he says goes directly to their home loan experts. Call later that afternoon, get straight through, (hooray). The guy pretty much reviews all of my online application before saying he'll transfer me through to the home loan experts, wait time currently 50mins. NO THANKS. Not sure they realise people have lives to live and we can't be waiting around during office / work hours for them. Employ more people after hours. ING... putting the ING in F**KING FRUSTRATING.

Shambolic Process – We approached ING through a mortgage broker. Being a director of a successful firm, we were treated as self employed and asked to provide a nauseating amount of financial details, despite having a lot of equity and applying for a small mortgage. Each step of the way was greeted with yet more bureaucracy and additional financial information. We… Read more

eventually had a conditional offer subject only to providing a signed contract of sale. We sent this back to ING only to be required to provide another fifteen pieces of information including accountants letters, business statements etc. Tired of the nonsense, we applied quickly to another bank and had an unconditional offer within eight days. ING need to be better organised, quicker in responding, providing a list of requirements at the beginning, rather than new detailed info each step would be a huge step forward Advise steering way clear of ING

Their variable rate is not really variable, and the refinancing experience was bad – I loved ING when I first joined them, and I still like their everyday banking and saving account. However, their home loan department is a disappointment. They offer a much lower rate to new customers, and they don't offer to match existing customer's so-called variable rate with what they are offering to new customers. As a customer, there is… Read more

nothing you can do other than refinance if you feel your variable rate is not a fair rate considering the current market.

From here, I had a really bad refinancing experience. Gladys Tam from Gadens Brisbane was ING's conveyancer. She made zero contact with me about the refinancing before or after the settlement. When it was settled, she took more money than I expected. Naturally, I wanted to understand the breakdowns of the fees. I honestly didn't know Gadens Brisbane would charge me because they didn't send me a quote nor invoice nor any email or text message about my refinance from the beginning to the end. I didn't know Gladys took care of my case until I called ING. When I called ING first, they said they don't have the info, I need to talk to their lawyers. They kicked the ball to Gaden Brisbane. I got the reference number and phone number from ING. Guess what, the phone number was wrong. I then googled Gadens Brisbane, found the right number. It took me 6 calls at least to finally reach her, waited the whole weekend and the whole morning on Monday. She showed no empathy at all and said that everyone else has also been waiting for her. After I insisted, she gave me the cost breakdown over the phone because I didn't want to wait for her email, who knows when it'd come. I didn't want to call her again to follow up on my simple and reasonable request. When she told me the fees, I was surprised that I needed to pay for legal fees and their PEXA fees on top of ING's discharge fees and loan interest. She was like, it was in the contract, talk to ING. The ball is back to ING. Well played ING and Gladys.

Application process a nightmare. Loan rates are great – They took 29 days to decline us when we were ‘pre approved’ for $200k more than the house we bought and the valuer even agreed with the value. But ING’s faceless and unreachable people decided to disagree with the value. they told us it would be a two week process not the 29 painful days it was. The stress of ING is not worth their lower… Read more

rates.

Every other day, and especially on Fridays close to 5pm they would tell us they needed something from us. Many times this was something they already had. And generally all of it could have been asked for at the start. Not dribbled to us across 29 painful days. And our ‘person’ was never available.

They ‘pre approved’ us for $200k more than the house we bought. But the preapproval was not worth anything. ING’s preapproval is not a preapproval it’s a credit check at best.

Every email we got from them the numbers changed. And even when they declined us they declined us for a value $170k more than we were asking. I don’t think they knew what they were doing.

No attention to detail. No sense of urgency.

And then NAB nailed it within two weeks with zero questions through their process as they requested everything up front. I’m not saying go with NAB. But go with a real bank or a mortgage broker. Not ING.

Deliberate Waste of Time – My experience almost reflects the other reviews exactly. I was pre approved (which was an ordeal in itself) and was told that approval would take 2-5 days. I found a property and was advised that approval was a given, considering my salary and it was fine to pay a deposit. 7 WEEKS LATER after a ridiculous chain of errors and requests (at one… Read more

point they even asked me if I had capacity to wire a stove) they declined. The excuse given was bushfire zoning and resell time. Both of these conditions were there from day one!! They finally declined less than 24 hours before the finance clause expired. I got a better loan from a broker within 7 days. DO NOT bother with ING.

Will actively waste your time – Told them at the start of a preapproval I was just returning from maternity leave and didn’t have payslips. They went back and forth for 3 weeks before telling us we were to high risk because of my unstable income (previously employed 8 years consistently in a field that has more jobs than qualified people). Asked them to reassess based on my… Read more

husbands income and informed it would be an entirely new application. At any rate I feel discriminated against. I HD proof of the last 3 months worth of income from the same income sources I had prior to my maternity leave, but zero consideration given to that. Will be taking our finances elsewhere in the future, completely irrational approach to lending that discriminated against women returning from maternity leave and completely wasted our time by not flagging this as an issue 3 weeks ago. Also wondering why on earth it takes 3 weeks to process a basic preapproval. Delay after delay and it was then only done after I made repeated phone calls enquiring as to where in the process we were.

Ridiculous & Insulting - take your mortgage elsewhere! – Wanted to refinance to take 10k for renovation. Impossible to deal with. Wanted the house revalued! Im in a high paying job with lots of equity in our house. Was moved between various people. They asked for evidence of a credit card closure (had been closed 5 years ago). The bank sent an email. Not good enough, they wanted a written letter.… Read more

Ridiculous, frustrating and insulting. Taking my mortgage elsewhere. They obviously need some skills in finance... they would make more from a 25 year mortgage then they would approving 10k!

Waste of effort and stress – Be prepared for poor service and stress for a good loan rate from them. I was lucky and come to my senses after two weeks of being told you will get a call back from a specialist (clearly over worked) the first specialist that was helping me quit and no one thought to check his emails.... There are better places to go with just as good rates.  Show details

Weeks of stress – Don't fall for their rates and friendliness, they say they are readily available or will call you back but it never happens. They drip feed info and requirements to you in a disjointed way to slow down the process. You'll also deal with multiple people along the way who will lie to you about timings. - Step after step after step with little to… Read more

transparency on the next requirement. - Property offer accepted. - Apply for extension to cooling off period. - We continually provide documentation after each request. - "Provide these next requirements and we could provide a decision within 24 hours" - Nothing. - "It's with our credit team" - No follow up, no progress. - "It's with our credit team" - No follow up, no progress. - We continually follow up with no return. - Cooling off extension ends next day. - "We'll provide an update end of day" (night before due date) - ...

It was such a poor experience.

Regrettable Choice of Lenders – Our experiences with this bank throughout the homeloan process was awful. Please do some research before using them as your lender. Don't be fooled by the low interest rates and lack of fees. We began our homeland process in April. Our final settlement date did not end up occurring until September. Thankfully we were completing a private sale,… Read more

so the owners were patient. However, if not so. I genuinely know that we never would have been able to complete a purchase in Newcastle as our funds were never ready, the process was slow and stop start.

We dealt with a man named Joseph, who unfortunately took leave multiple times throughout our application without transferring our case over, lost paperwork, ignored emails, missed phone calls, asked questions multiple times only to be asked again later that were vital to our approval. My partner and I had a 40% deposit and still had to supply multiple payslips, week after week to prove out income beyond the original statements provided as statements continued to go 'out of date' to the length of the process. Joseph pushed us for the original paperwork and application which we completed in 1 day and had them returned. After the original push, we never actually managed to speak to Joseph again. We worked with 4 different people who helped us instead and honestly just kept fixing up Joseph's mistakes. He was never held accountable and sent us one insincere apology email at the end.

The final frustrating straw was that our final formal approval had been granted and Joseph had 'forgotten' to inform either us or a lawyer for a week and a half. Despite constant phones from myself and the lawyers. To get approval with a 40% deposit should have been simple. We both have full time positions in well paying jobs. If the process was that difficult for us. Don't even bother if you're a casual or have a small deposit.

It was disappointing that Joseph will receive the commission for this loan. It is commission certainly not earned.

By the time, our contract was supplied and signed, we were so exhausted by the whole process that we didn't even take the time to realise that the interest rates were not in fact the advertised on the website or quoted but much higher. So the entire reason for selecting this bank to begin with was made redundant and our repayments, which were meant to be fortnightly, become monthly (more money for the bank)

I have purchased a property before and had an easy and streamlined process with Newcastle Permanent. This is the bank I will be using again and when appropriate will be transferring the ING loan to Newcastle Permanent.

Loyal customer over 7 years, paid two combined homeloans of 800k loan down to 75k. Application to access redraw denied – Poor customer service from homeloan team will ensure we will take our loan elsewhere. Wanted to access 50k redraw, only to be told we cant access funds despite having already paid off 725k on a 800k loan in 5 years. Reason given, lending criteria has changed since we took on loan. No loyality to long term customers, offensive attitide by phone… Read more

staff who actually told us we should of put savings aside rather than straight onto homeloan if we wanted to do later renovations. Having never missed a payment , being 20 plus years ahead in homeloan, putting up with no warning rate increases on their end my utter dismay at their dismal service will see me take my buisness elsewhere.

Assessment criteria unclear and high – Being a long standing banking customer and after being conditionally approved for a mortgage to suck us in, ING ran us around and then let us down on finance. This meant we missed our finance deadline finding out a day before the clause was due. After being told everything was good right up till then we have been quite upset. According to a… Read more

broker I found out after that they are assessing you at at much higher rates. (Something like 8% compared to 5.5% at the other banks) Poor communication, lack of understanding for clients position has taken me from a Strong promoter of ING to a major detractor and I would not recommend anyone deal with them.