I dont know what all the hype is about.
Ive been with them only a month so haven't really had any fees. Communication is pretty poor , i find it odd that ING is an online bank only but you cant actually chat with them online like you can with other major banks. If you have any questions you have to call or email them like its the 90's still. They use Osko to transfer money but Osko doesn't allow multiple transactions one after the other so if you have bills you cant do them all at once. And if you accidentally do then you have to wait a full business for your money to transfer and co...uld end up with late fees. I do like that you dont have to log in to see your bank balance but that's pretty much it. Their app is very limited, their website is confusing but they do promise low fees which is good.
No options to leave a google review, coincidence?
I had been with ING Direct in various capacities for over 15 years. They have slipped into irrelevance for me after declining to refinance a mortgage for a construction loan and declining a credit card application despite what I believe to have very good serviceability. Closed remaining accounts today. Will take business elsewhere. No option to Google review, how is this possible?
Good interest rate, crap customer service
Been banking with ING for 3+ years with an every day account and a savings maximises account.
They provide a good interest rate (if you meet their requirements), but very poor customer service.
I've had several exchanges with the customer service department where I was left very disappointed and wanted to leave the bank.
For example, when they changed the requirements to receive the full interest rates, I sent an email asking for clarification, I got a response, and thought I met the conditions to receive the full interest rates. However It ...was not adequately explained and as a result I had two months in a row of not receiving the full interest rate. When I asked about it, I got a 'too bad so sad' response. That was very dissaponting....
ING have been fairly good to us over the period of our home loan but a recent double interest rate rise that was unexpected has dropped my opinion of them. We have been banking with them for over 10 years and I received a letter notifying me that our rate was going up - 2 weeks earlier?? Who does this. Disappointed!
- Verified customer
Sign up process troublesome
Took a few days to get a Maximiser and an Everyday account going. The website had issues and various customer service representatives gave different stories. Or told me it would be all up and running the next morning just to get me off the line. Strangely enough I was turned down for a credit card. We are self funded retirees with no debts and a good amount of wealth. I only wanted a credit card as it is the preferred or only option in some hotels and car hire firms. Otherwise the debit card works as I do not need to borrow money. I did not gather which planet the credit card department is working from.
Giving them a trial run as I like the idea of free ATMs and other foreign transactions.
Exceptionally good, except the app
I define "great bank" if I don't have to wait in queues. ING doesn't have a long queue when you call their call centre. The interest rates are great. ATM fee rebate hits your bank account almost instantly. They have Apple Pay, they have PayID and I'm pretty sure they will be one of the first banks to implement the "next-hot-digital-thing" when it comes around.
That said, their app is pretty basic. I do most of my "banking" using the app and a great app experience is a great banking experience. I was previously with NAB. ING's app is worser than an app by one of the big 4.
I'll rate ⭐️⭐️⭐️⭐️⭐️ if they improve their app.
Credit Card eligibility criteria FAIL. ING you need to check that algorithm
Firstly, let me just say that I'm very happy with the ING EveryDay and Savings Maximiser accounts I have.
Moving right along, I just applied for a Credit Card ($1,500 limit) to use to cover expenses I incur when on business trips (already have one with CBA but it has a high annual fee - hence the desire for a low-fee ING card), and instantly received a notification advising "We can't offer you an Orange One right now as you haven't met our credit criteria" and I can't apply again for 180 days. Ahhhhh - what's that now?
So I phoned ING to ...try to understand what exactly made me ineligible as I am a middle-aged, full-time, highly paid professional, I've been with my current employer for 8+ years, and total living costs (incl. all loans) amount of about 66% of my 5 figure monthly net income. "Surely there has been some mistake" I said. "ING has very strict credit eligibility criteria" he said. "Yeah but look at the information I supplied and please let me know which bit makes me ineligible" I said. "You know you can use your ING EveryDay Visa debit card anywhere?" he said.
- 37 reviews
- 41 likes
Good online bank
Have been with this bank for several years and am happy with it. No fees and can use any atm. Yeah you don’t get all the benefits like before but it’s still better then the major banks in regards to fees and charges. They have none for using atms and using eftpos. Also have Apple Pay unlike most of the major banks. Get with the times. Don’t need a physical bank anymore. Can deposit cash in post offices. Good bank, I have contents insurance, super, savings and spendings with ING.
June 26th 2018 Update: Ok but have left this bank
I initiall...y gave them 4 stars but have reduced it to 3 now. Due to not offering more loan options and when I applied for a card it took them around a month to do anything. They are very slow at the moment. So I have cancelled all my accounts and changing bank. Not good for a car loan. Basic banking is ok.
I was overseas recently trying to use my credit card online for some necessary flight changes. Unfortunately you need an SMS code from your Australian number to use this but I always have a local sim card and tend to lose my Australian one once it's out of the phone. There was no way around this issue but the ING staff were polite and accommodating by communicating through the apps email and Messenger. But still annoying not being able to use emergency card online.
Online access ssues they won't resolve
Unlike my other banks, which are instantly accessable, my ING account cannot be openrd from my phone. Suppport team claim I'm 'the only one who has this problem' and made no attempt to resolve it. Right now on screen all I see is an apology notice saying 'We'll be up and running shortly'. I've literally wasted hours og my life with this bodgy website & expect to close my account in favour of a better bank Suggedt ing hire more profficient tech staff..
It's glad to get cash rewards from the ING bank!but it's not really convenient , sometimes I need to get a real bank to ask staff for some questions not only by the phone call! the bank application is good and I like using it! Anyway if you need another bank account to earn cash rewards maybe you can consider to have one of ING bank.
Joined for the benefits they've now taken away
They hooked me in with their paypass rebate offer which they've now taken away. I'm still with them for the time being but i'll likely move on. There's a limit of 2 accounts and that makes it difficult with all the variations of living arrangements and connections the average person has now. There online portal is ok but a bit unsophisticated - it's definitely designed for the basic user and tries too hard to be hip/cool/friendly in place of efficiency. Commbank netbank is what I measure against and ING just don't measure up. Pros: lowest monthly deposit amount (1k a month) for free any ATM usage.
Sort of positive
My experience is historically positive with current caveats.
It’s an internet-only bank with all the limitations that come with not having any branches. So you can’t talk to a human face-to-face and you can’t ask to see the manager for something the tellers can’t handle. Given that lack, I expect something above what the regular banks provide to compensate for that lack.
On the positive side the ING web site functions pretty well and, once you understand how the different accounts work, it all pretty much goes as expected. The app also wo...rks well, enabling a quick check-and-top-up of the debit card from the savings account if needs be. The only negative is that once or twice each year I couldn’t get through to ING even when there was a good signal so I assume the main computer was down. Being an on-line bank the help desk is important and my hearing isn’t the best so the fact that their help desk is staffed with people whose first language is English along with they seem to be using (high audio quality) landlines and not (restricted frequency) VOIP is a definite plus. Response times have been blowing out a bit but are still reasonable. The first negative is that I joined to get 5% rebate on my use of the debit card (provided it was under $100 per swipe). This was enough for me to forego the access to branches and learn how to work with their system. However this was then reduced to 2% then to nothing. So they are now asking me to work with a system that is less functional than a bank with local branches while offering nothing in return.
Not very customer serviced based anymore
I joined ING after believing they were truely different to the other big banks. The nice incentives such as 2% cashback - GONE. One of the highest interest rates for savings accounts - GONE. Now they are just like all the other banks and there are definately better deals around. I will be shopping around come the new year.
No more cashback
Love the ease of using any atm without paying fees....but now that they're getting rid of the paywave casback reward, there's not really much incentive. All banks offer free withdrawals so no atm fees isn't actually saving me anything, just convenience of not having to find the right atm
Great for Internet Banking etc- but when you need some customer service & Action not so great!
I've been with ING with both everyday and other savings accounts for years. I've been really happy with them for this purpose. Very good rates, and pretty easy online interface for banking. Just recently however, I've had the difficult and frustrating experience of having to "Vary" (this is what they call it) a Mortgage. The aim was simply to change the security on this, from on house (being sold) to another. I thought- simple- clearly ING didn't!! It's taken a month since I send in the required "form".. and many confused phone calls from dif...fering ING staffers who were apparently each trying to ensure they understood what I wanted to do!? (after me having explained it, each time, to the previous caller) This meant there was around a two week delay while ING sorted themselves out before it even got to the 'assessor' to action what had to be done, and send it to the outsourced legal Team (also annoying.. so much for the low Home loan fees ING offer- beware , you'll also get a bill from the local Lawyers as part of the process of applying for, changing or discharging !) I also found it pretty disappointing I wasn't provided with a more direct contact number and name of someone if there were issues, as clearly there were in the end.. to avoid calling the general phone 13 number and getting the usual " call back could be up to 48hrs" line! I also discovered why the documents weren't in my Post Office box after checking daily- they had sent them to an physical address NOT the mailing address they had on record for me! aarrgghhh The settlement of the sale of our home was basically delayed by ING . Not impressed at all.
So tired of incompetent "Customer Service"
Products are great - providing you do not have anything that falls outside the normal banking requirements.
7 Different "customer service" representatives later I am now trying to close accounts and refinance - I was told .. "wait.. our customer retention people would like to speak to you - some time over the next 7 days!". Guys, a quick tip, if retention is important to you - 7 days does not constitute urgency. Customer service fail.
Good basic banking products, online apps work great
Poor customer service, lack of integrity - promise one thing, deliver another
Not for everyone, but has some great savings rates
For example, ING are currently advertising a 5% limited interest rate period. Yes it is designed to win over your business, but if you are money in the bank, 5% is not a bad place to park at. It is an internet bank, but if you are completely internet savvy and comfortable without the in person customer service, it's definitely a fine place to bank at. I have found the representatives over the phone courteous, knowledgeable and professional myself.
Great rate offers
If you want face to face service, this may not be the bank for you
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.
Good for you. I'm going to boycott ING too. If you die your family will be put through hell trying to get your money. They are ruthless.
I got treated so bad. With same request for identity. Including source of income etc. I thought the calls were scams. There are warnings about identity theft all over their website. Finally called bank and they said too bad. Your accounts are getting closed today. Nice way to treat customers. Glenn is not nice person. Doesn't even allow people to fix it or have another option. My suggestion is to close all accounts and never bank with ING.
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