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.

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 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....

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, 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...

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 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.

The bank is extremely inconsiderate when it comes to dealing with customers. Specially during this pandemic while we all struggle the bank is out to make money.
We signed up for a home loan with ING to be slapped with a .2% increase in the interest rate on the date of settlement without any prior information. I have contacted the customer care multiple times they did nothing to help us except for being courteous. While the other bank rates stayed constant or went down ING raised their rate on us. I would never recommend ING.

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 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.

Took out a fixed rate home loan 20 months ago (australia), I was offered to fix the rate for $1000 I declined 7 days before settlement on the property and with no RBA interest rate increases they increased the rate offerd. Now how can anybody orginse a home loan in.7 days going back to the market. I requested they stand by the orginal offer ING scoffed at me and said I should of taken the offer to pay $1000.
So about 15 months into the loan period I requested the break fees the figure a staggering $31,000. However 20 months in, it is now viabl...

I'm extremely disappointed with ING declining my request for hardship based on my chronic depression. They understandingly accept hardship for floods, fire and the coronavirus victims but seem not to accept my situation. I am in arrears of my home loan for approximately 4% of the value of my loan. This is due to two factual situations that occurred to me.
1/ February of last year my engine without notice blew up and I had to come up with over $12'000 to replace the engine. With this cost I was behind in my loan, but managed to crawl back a litt...

I should preface this review with a comment that we love ING for banking, don’t think we’ll ever bank with anyone else... but not so much for our mortgage

We signed up for a home loan with ING as we enjoyed our experience banking with them, we did not wish to use a big 4 bank, and the rate was competitive.

Unfortunately in our first month having a home loan with them our interest rate went up (despite no change in RBA rates). We were stunned and disappointed to say the least, but as newbies to home loans we didn’t know better and didn’t que...

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

We were ripped off for many years on all our home loans, our original mortgage was high and our investment loan was high too and then we decided to go and buy another small investment and also move to another bank and sadly told ING we were moving on

But we spoke to Ing they recommended talking to their mortgage broker to fix it all and they fell over themselves to give us great interest rate cuts upon starting a negotiations on a third mortgage to get us to stay with, so we decided to give them another chance as the rates were great and ch...

I must say we've been pretty disappointed with our service from ING.

We used them for a mortgage for our first house. I'd been in contact with them to get pre-approval for a loan and was told that once I had signed a contract financial approval would be quick, 3-4 days. That's not how it turned out. You never get given a single contact, the people that you were dealing with just go on leave without telling you, and you never hear back from e-mails. 3 days before settlement they still hadn't sent a valuer to inspect the house, and ING asked m...

Don't care about existing customer . No quality service ! Don't go before you regret . No offer competitive rate for existing customer , communication extremely poor with Home loan team , Home customer speak with attitude . Never consider about them ever again . They won't drop the rate and encourage to change to another bank , before that they would tell you to reconsider the cost of changing and definitely no change rate from them. Hahaha Bye , Will not recommend to any family and friends .

ING does not care about you and that's why they never respond to these reviews...
ING charges me 3.44% for my Orange Advantage loan, however if I'm a new customer then they charge me 3.08% for the exact same loan... When I question them on this, they tell me the cost of lending has changed... I emailed them and called them and on the phone they essentially told me to just go somewhere else and there was nothing they are willing to do for me. I will never do business with ING again. I will just pay out this loan by the end of this financial year and your stupid marketing team will likely spend hundreds of dollars trying to bring me back...

Luckily, we managed to avoid the issues stated in many other reviews, for now. Possibly because we got in just after the RBA rates were lowered, so ING haven't increased the 'honeymoon' rates in this market situation yet.

The service and the process of getting the loan were very efficient and sleek - minimal phone contact, everything's done through online forms and emails, ID verification done at home via mobile verification team with very flexible appointment hours, first home grant taken care of, minimal extra fees paid to ING solicitors, the app and online banking are great and easy to use, with the ability to connect Round Up to your home loan account.

Nothing really to complain about!

i am a mortgage adviser. to answer and help with some of these responses most banks will use the difference between their variable rate, standard rate, and the fixed rate you are in to calculate the break costs. the problem with ing direct is they have been good from a rate point of view for some time but are not coming to the party in with their five year money, so the instead of offering good rates they now slog you with the charge, which all banks do. however importantly when you first call them and are put throe actual correct pay out f...

This is the first time in my life that I write a review for the services or products that I buy. My advice is to keep away from ING. And, I wish I read the reviews from this website instead only read the review from ING official website when I was hunting for the home loan in 2016.

When I received my first statement after my loan was established, I noticed that my interest rate was higher than I signed up for. I called ING. They told me, the rate went up the night after I signed up unfortunately, this thing happens, they cannot do anything abo...

Used to be the first to drop rates before the so- called big four now they even lag behind in the full rate reduction&the start time in which they do it. Disgust-ing
Now in 2020 there is a big problem as can't transfers internally for 2 weeks now and getting no answers just platitudes from the bank!

When asking about break costs, numerous mortgage advisors and calculators said the same break costs for a fixed home loan. When asking ING directly, they said they don't calculate based on the interest rates you signed up for and the day you want to settle. Instead, they go by the wholesale swap rate. When asking what they were, they said it was confidential information and stuck to their guns. They told me that there is nothing they can do to release that information and that if I don't like the answer, I should go to the banking ombudsman......

They suck you in with a low rate to begin with and then deliver multiple out of cycle rate increases.

I had half my loan variable and the other half fixed. When the fixed portion of the loan ended, I asked them to roll it into my variable part of the loan. They told me they could do that but the rate on the previously fixed amount would be .4% higher than what was in the original variable amount. They refused to budge. So some of my lending was OK at one rate but another part wasn't? LUDICROUS!!

I took my business elsewhere.