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Used to be good however, I wouldn't recommend it because of its bad user interface
Never had such a hard time setting up an account. Although they offer great products something as simple as there user interface really puts me off. I won't be wasting my time with ING.
User Friendly Site - Customer Support Awful
I ordered two new cards on the 18th January and have been waiting patiently for them to arrive. There was still no sign recently so I used the 'in mail' service as recommended by ING customer service. I checked and there has been no response. Given that this is a situation that could very easily lead to fraud occurring, I have been appalled at ING's lack of response. Also, they don't tell you, but if you're self employed don't bother looking for a mortgage, they won't give you one... Just to save you sitting on hold and then going through the facade of pretending that they might give you one!
Disappointed and did not want to cooperate with their clients
Pretty disappointed with the way they handled my application to increase my home loan. I got a new job with a huge pay increase, money will no longer be an issue in my life. However, new company pays monthly and forgot to notify my banks to extract money at a different time. Now they won’t give me a home loan for another 6 months. Now I either have to change banks or rent a room for another 6 months, which isn’t really an option, over sharehouses and the scum that live in them. ING had no sympathy or understanding of my circumstances as I just wasted almost 2 hours of my life this morning
Very bad internet banking
The worst thing about ING is their internet banking. It is awful for an internet only bank.
You cannot revisit and reprint transactions after the transaction is completed. This is a real problem as the internet banking regularly fails after transfers and Bpays.
Terrible customer service.
They insist on SMS verification when we all know mobile coverage is awful in Australia.
Good fees and attractive interest rates, but not worth the switch if you rely on good internet banking.
- Verified customer
I was with ING since 2014 (ING Direct back then). Had all my banking/super with them. Was a satisfied customer up until recently (September 2020). Their credit card criteria is insane! I have never had a problem with getting a credit card (or home loans!) from any institution, regardless of all factors. Having transaction/savings/super under ING I thought it useful to get a credit card with them as well. I currently don't have a credit card at all. But ING would not bulge. I was trying to apply for a simple $2k limit. I was pre-approved, and I ...got to the point where all my payslips, FY20 tax return, and other documents all were sent to ING. After a day or two I received a flat out 'Application declined'. I have $100k+ in gross income, over $10k+ in savings at-call, lots of free cash flow per month, minimal consumer debt ($6k only), an excellent credit score (over 800+), I have my salary paid into ING... blah blah. Disappointed. Goodbye ING! I'm off to Macquarie Bank.
Just like other banks
Currently have a home loan, transaction account (with debit card) and credit card.
Overall, staff at the call centre have been pretty good.
They don't issue combined credit/debit cards like Bank Australia do, and, like all other banks, they don't respect existing customers (reducing rates for 'new' lenders and not for older ones). Given that the bank is online, you'd think you would get much better value for money, but they are no different to the Big4.
Time to shop around (again!).
We have had a business account with ING since 2012 and their service was good up until they deactivated the account 12 months ago when the company changed its registered office address. Despite ASIC proof and other details requested confirming the registered office and place of business the account remains deactivated. The excuse given is the lack of staff to process the paperwork and while the business can deposit money it cannot be withdrawn on line. Also MYOB accounting systems are not able to link ING to Bank Feeds.
the bank with so much potential...
Disappointed. Disgusting customer service, I was left feeling sick to my stomach. How dare they let someone speak to a customer in that tone, is honestly so bizarre. I used to love this bank... until they reduced their interest to a terrible big 4 rate, glad to be moving soon.
ING did not refund unused annual fee
After switching our home loan product to a no-annual fee mortgage simplifier with ING, we requested for a refund of the annual fee that we were just charged (in advance) for the previous product. We were told that ING does not refund annual fees that are charged in advance.
Downright rude and pushy
Downright rude and pushy. Couldn't explain why deposits could not be made into my loan account when in credit. Told me to open another account from another bank then transfer funds in. Why? Whats the difference?
Crap customer service
I have been trying to open an account including everyday account, savings maximiser acc and a joint acc with my partner. I have had to call numerous times for help and found them to not be helpful at all and very confusing. They are not clear and don’t give clear instructions on how to help. I feel like they expect you to know how to do everything and feels like they have only been working for ING for a few days.
The only reason I am continuing to get through this is for the damn interest rates on savings acc and other benefits otherwise I wouldn’t bother. Waste of time!
Useless for young people
It can be very difficult to open an account with ING as a young person. Their requirements for secondary identification (proof of name + residential address) are extremely limiting - only accepting bank statements, tax assessment notices and bills. As someone living at home, I do not have any bills in my name, and my bank statements and tax assessment notices all go to a PO BOX (for privacy reasons). When speaking to ING's customer support (which albeit, is decent), they simply said "change your address with your current bank than and wait unti...l you get a new statement". This could take months to come into effect (depending on how long it is until your next statement) and doesn't address the real problem: that is that ING should accept more types of proof of address. As polite as the customer service agents have been, I was essentially told that if you are a young person living at home, who is concerned about privacy and security, "go [Word Removed] yourself".
Clunky and slow mobile banking when they want you to use your debit card 5 times monthly.
ING had recently imposed an additional requirement for you to use your debit card 5 times per month to qualify for their maximal savings rate - which is fine by me - but for me to be able to use the debit card- funds need to be transferred from the savings maximiser to the everyday account (which doesn’t generate interests). But the problem is, your mobile online site relative to other banks eg. BankSA, is so slow and clunky and I have been made to ask the cashiers to wait while your ING mobile site decided to slow down and have a bit of a thin...k before the page for keying in my account details and password turn up. If it’s not for ING’s high interest rate, I wouldn’t even bother with keeping the ING account. Sort out your online mobile site ING. You’re way behind Westpac/BankSA in terms of mobile accessibility. And no, it’s not the 4G speed as I live in an urban Metropolitan city.
ING Personal Loan - Not 3 days as promised to assess!!
I had a minor cashflow problem and thought I would apply for a personal loan since I know I am more than eligible. In 2 weeks I will be in the black again. They also advertised that a decision could be made with 3 days. Then at the three day mark, I got an sms saying that it could only be done in 10 days. I sent an email and cancelled the application and then rang customer service to be sure it happened. Then they contacted me to say they withdrew the application for security reasons and because they could not contact me. Clearly, they put that...down as the reason in the email because they do not want head office to know that people are withdrawing applications because the organisation's staff are unable to assess applications within a reasonable timeframe. I can see it is a KPI issue and staffing issue. They wasted my time. I will stick with my other Bendigo Bank, which isn't perfect, but can definitely assess an application quickly.
Savings Accounts ok - don't use anything else !
I have been a long time user of the ING everyday and maximiser savings accounts. Good products and easy to use. I just made the mistake of getting an Orange One Credit card, it seems anything beyond the automated savings accounts is simply beyond them. Their online systems are useless and their phone service absolutely hopeless. If your business is on line, make sure it works. Back to the banks for me.
Making the simple process of savings more and more complex. Not impressed anymore.
Started well with my original high interest rate account. Then it was suggested that in order to continue getting the high interest rate, I need to open a new account with a linked debit card without closing my original. So I did as advised and transferred all my funds from one account to the other, Even that was not enough. I had to put in $1000 in the new account every month and a minimum deposit into the existing account to keep it active. No problems with all these conditions - at least I am getting an incentive to save even I have to keep ...two accounts and a debit card active. The latest condition takes the cake. Not only do I have to maintain the two accounts with regular deposits, I have to have five recorded expenditure against the old account. The penalty for not meeting this extra requirement? Lost if more than 50% if interestso much so that the amount of interest earned is now less than the interest earned against a lessrr principle of BankWest. Why should I lose my incentive for saving just because I am not spending esp in this economic climate?! Why has it become so complicated to maintain an account? I don’t recall opening an spending account!
Used to be good, not any more!
I have been with ING for many years due to their great interest rates on savings accounts and 2-5% cashback (long time ago though). However since the change of their management (I think?) they are no longer competitive, I have closed down my superannuation account after their announcement of the new fee structure and now I will move my savings elsewhere as I am unable make at least 5 transactions (on top of the standard $1000+ deposit requirement) on my orange everyday account in order to get the bonus interest rate each month, this is silly and too much hassle for me, sorry I will move my money elsewhere even for a lower rate.
New 5 debit card requirement for bonus rate in savings maximiser account is silly
I don't want to use a debit card to buy my morning coffee! The new requirement to have 5 debit card purchases each month to get the bonus rate on savings maximiser is silly and a destroyer of loyalty. I have already moved funds from savings maximiser to another bank and most of the funds from savings accel account as well. I agree with the other comment I saw on Product Review by someone who is unhappy about this as well.
Used to be a very good bank -- don't know what happened to them!
I've also been a long-time (on and off) customer of ING Direct. Last month I decided to change my account to a joint account with my husband - we are getting older and I thought to make things easier for our children or, my husband ... I had money in this account.
This was a terrible experience overall, though I must say I finally got to talk to ONE lady (Sam) who really helped me. My husband, who is 85 yrs old had to find and supply his passport no., his driver's license no., plus all the usual identity information. Apparently, the firm Dun...n & Bradford could not verify his existence or whatever they look for! We've lived in this town for 44 years! From first applying for a joint a/c, it took 14 days to complete the operation!!! We kept getting messages to ring their Help no. - no message what it was about; each time Help staff had to read ALL about our case and had to call their supervisor who was not available at the time. They wanted me to send details of my Linked Bank a/c - which I refused to do! They ALSO LOCKED MY ACCOUNT - e.g. changed the status to 'Inactive' twice! I threatened to call the police, and finally got it unlocked. I used to be very comfortable dealing with ING Direct - liked their TV ad as well! BUT, I don't know who made all these changes at the Bank, but it's terrible for customers and I recommend everybody to go elsewhere, if possible.
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.
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