Reviewer Photos & Videos
ING will give any new customer off the street a better rate than my "special long term customer" rate
7 years with ING, and they are unwilling to adjust my home loan rate to even match their published rate on their web site. Two of their staff have confirmed that as a long term customer I am less important to them than any new customer. They keep telling me about my "special discount" which puts me 0.25% *above* the advertised rate that anyone can get
Avoid like the plague
Customer Service is shocking
I give up with ING. Both my partner and I have our individual and joint transaction and savings accounts and love the idea of simplified banking. The issue is when something goes wrong their call center staff have zero interest in listening to let alone resolving an issue. The exact thing happened to my parent twice last year, and to me today. Their staff seems demotivated and are very dismissive. The ONLY way you will get a resolve is to go through the full complaints process. Admittedly things then do get resolved and to a high standard. Sort your call centers out ING. It's not good enough.
Terrible. Customer service call center staff think the are doing you a favour once they have your money. Bank elsewhere.
NO NO NO Dont do it! No No No Terrible. Customer service call center staff seems to think they are doing you a service when you give them your money. Bank elsewhere. There are other banks out there with similar no international fee cards.
Simply GAVE UP trying to open an account for my daughter
After MONTHS of trying to open a youth bank account for my 15yo daughter we have just GIVEN UP. Although we could provide passport, medicare, bank account from another bank all with our address on it, they required either a drivers licence, student ID card with an address on it (we don't have those things) or a letter from the school principal witnessed by another teacher. So after going to great lengths to get this letter, we STILL COULDN'T open the account because the way the witness had signed it was "incorrect". So we went ONLINE to BEYOND BANK (our normal bank) and opened an account in 5 minutes using Medicare and Passport ID. CRAZY!!!!!!
Don't take past performance as an indicator of how they work today
New account - Had heard some good storied about this bank. Decided to move my accounts over, including a basic credit card account. Despite a clear credit history my application knocked back.
First E-Mail said it had been approved, then later a second one saying it had been denied
Spoke to a complaints manager who simply said, bad luck, our internal decision is private and we will not be giving you any feedback. They refuse to allow any contact or change any information on my application.
Still have no idea why for the first time in over 30 years of banking I have had an account refused
Getting Home Loan - Shockingly Bad
We have been with ING for over 5 years and they have always been good until recently. There were no issues with having a loan approved. Having said this, their communication was worse than poor the whole way through the process. If I had my chance again it would be a big no for ING! Unfortunately because of our situation we could not use a broker. Having to deal with ING direct was an absolute disaster.
Customer loyalty means nothing to ING
I have been a loyal customer with ING for over 20 years. I saved over 50% of a house deposit and have been in the same occupation for over 19 years with an excellent savings record. They came up with excuse after excuse as to why they wouldn’t offer me a home loan, every time I provided more supporting evidence but it was just like they had made up their mind and were scrambling for more excuses. Well ING, you have lost me as a customer and I am transferring all my savings to another bank.
No, nope & never
Applied for personal loan and it was declined, called them to ask what's going on? They said something about your credit!! I got worried if something happened and i didn't know. Got my credit report, all good never missed a payment never applied for personal loan since the last 2 years. Called them back i said my credit report is clear than your CEOs future what is really going on? Poor lady she couldn't tell me anything! I was okay fine. Applied at another bank BOM got approval within 2 mins. Closed my account and took my money out of that orange Dutch bank, keep it Aussie.
Shout-out to ING for refund
Recently had to cancel a trip due to Covid 19. I had purchased travel insurance prior to our PM banning overseas travel so when I asked ING for a refund on my travel insurance as I would not be able to use it within the 12 months of purchase, there was no hesitation. They processed cancellation and I got the refund within 5 days. Will definitely purchase travel insurance from them in the future. Very Happy Customer
Terrible to deal with when finalizing mortgage
Refinanced our mortgage with another lender. Funds from the other lender were settled on 23/6/20. ING are still yet to deposit the funds into our account (over a week later), and have charged a full month of interest, plus principle yesterday and taken this from our offset, despite having acknowledged they’ve received the payout. Now going through AFCA’s dispute process. Do not recommend giving them your business.
Uncompassionate and unethical
Horrible! Would give 0 stars if I could.
Long term loyal customer and have never missed a payment.. however I am completely dissatisfied with the actions of this global "caring" bank".
Given the current economy and challenges we are all facing, it is amazing no compassion is shown.
Every financial institution is fighting for our business offering competitive home loans both in the fixed and variable options. This bank is not willing to look at any flexibility in the fixed home rate even though I'm getting charged close to 4% and some inst...itutions are offering just over 2%.. All though I said I'm happy to re-enter into a new contract with ING, they still want to charge me the enormous breakout cost close to $9000 to sign up to another contract with them... WOW! Losing a customer and their network forever over $9000.. That money might not be a lot for you banks but at the moment, that money goes a long way to help every day folks.. Okay ING, thanks for nothing and after a couple more months, you will never have my business again and I'll be sure to share my unfortunate experience...
POOR HANDLING OF SCAMS/FRAUD
Unfortunately I was subjected to a scam last week and IMMEDIATELY contacted ING Direct Bank. One week later I was told that I needed to send an email to their Crimes Dept for investigation. Criminals are getting smarter and wiser but banks are not keeping up with online fraud activity.
After seven days, I received a SMS today stating that ING Direct Bank is unable to retrieve my money from the other bank. Why? The criminal has a bank account and apparently we have a 100 point check to open a bank account?
Pay id requires payment to a ...mobile phone or email and then the criminal changes the SIM card and moves onto another victim. Last year I was overseas and the ATM did not give me money after undertaking a withdrawal. Contacted ING Direct Bank but no assistance whatsoever. Somehow I question what is happening internally with this Bank in relation to scams and fraudulent activity by criminals.
Personal Loan- ING Closed for Business
Applied for a personal loan online (only method available) and two business days later I received an email saying it was declined. After speaking with a team member they stated it was due to servicing, however would not give any specific details. Applied with ANZ and the loan was approved the same day. Conclusion is ING is closed for business.
I've been a customer for a few years. I'm switching from a transaction account customer to a mortgage customer and am about to settle.
ING has shown themselves to be utterly untrustworthy and purposefully went out of their way to screw me out of thousands of dollars using tricks illegal I'm most developed countries. I am now stuck with them for a minimum period of time.
Do yourself a favour. If looking at mortgages, run away. Take a slightly higher rate from a different bank if need be, it's worth it.
ING will never see another dollar from me for the rest of my life once I'm finished with the minimum time on this contract.
Great, super easy, no hassles, online works great and never down, and great service when you need it.
Great, super easy, no hassles, online works great and never down, and great service when you need it. I've been with them four years now, no fees, high interest. Great customer service. Very reliable.
Questions & Answers
I was a fully identified customer (100 points and then some), for in excess of 10 years. For no apparent reason, ING recently asked me for a Certified Copy of my Passport (already supplied as stated). They also asked several questions about my traveling history. Why? Because they are "complying with Government requirements".
Has anyone else been subjected to these ridiculous requirements? Why should I go to this trouble and expense?
Naturally, I have closed my accounts. However, just interested in other peoples' experience with ING.
I just got this crap as well. Threatening to close my accounts unless I provide certified ID docs and answer all these questions. I told em go ahead, I'm taking my money elsewhere.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.