ING Australia Reviews 1,957

Works really well but you have to do most things online

I have spent 8 hours on the phone and thought all was sorted. Wrong!!! I went to open a term deposit and found no I now had to get proof of my identity to do this. I strike nothing like this from other banks and to me this was the last straw. My time has value and I have wasted too much of it with this bank.

Recently I had funds stolen from my account in an obvious fraudulent activity. I reported it to the bank immediately providing a police report and a stat declaration. Only to be told that it could take up to 35 days to process through a number senior staff members. With only one number to call i had go through their system and pres 1 for this 3 for that and 4 for this with a message telling me that there would be a 50 min delay. Each time i finally spoke to someone i had to verify and confirm my identity. This generally took one hour and then i had to listen to the representative read through the notes asking me them questions about the incident and to clarify the amounts, only to be told that he/she need to confirm with a supervisor and put on hold for another 30 minutes. Once connected to a higher supervisor the same process of questioning and reading the notes i eas then read statements of how ING handles the funds how they need to process with another financial institution regarding who and how much i may or may not receive. After 3 hrs on the phone and being told it will take 35 days to process and there's no guarantee i will be refunded the stolen funds. This is still going on and im in financial distress. I hang up and call two later and go through the same process with an outcome requiring me to provide more information and confirm what had happened. Im still waiting and i have to wait. It is obvious its a fraud case the police report confirmed it yet the bank claims that it is of no consequence what the police report states they deal with such matters seriously and have to go through their procedures. The amount is only 800 dollars. They should have a different number to contact them with a unique id number that overrides the processes and one dedicated person assigned to the case. It would alleviate the stress and anxiety for customers and have a tiered system of amounts that can be returned quickly. Larger amounts will take longer if course. It seems as if the bank is not interested in helping customers with fraudulent cases. It is unacceptable behaviour of such a credible institution and we the customers lose.

Waiting 1 hour and 20 mins on the phone as had to call ING to keep asking to verify our information. This has been an ongoing saga. My husband and I have a joint account & we arranged to have access to each others account. Spent hours last year arranging this with number of phone calls & waiting times. Call today and I don't have authority to his account they have no record !!

Do not open an account with them !

Apparently sending money from ING to a corporate trust account (of which I am sole Director), at another bank is 'fraud' according to ING. So ING froze all of my accounts and still refuse to explain. According to ING the only solution is for me to close my accounts and take my business elsewhere. So next step is for me to close three accounts, transfer the funds to another bank and then unwind all of their cross sell insurance and other products.

i wish I could never dealing with this bank. Just simple transaction issue with my account. Sent email no one reply, tried to call which takes more than 1 hr to connect with this fantastic bank. And the staff is not professional not friendly. Why we deposit money in such bank????!!??!

Great 2024 so far with ING declining our claim for the Tamborine Mountain Tornado damage on Christmas and New Year's Day.... so many excuses and delays only to be told sorry we won't help you. I was a loyal customer for YEARS even after my move to tamborine mountain, great way to support your clients during a time of need. Well done!

I experienced some issues and was quite stressed about having them fixed so my home loan application could proceed. Danielle was very thorough and professional. She followed up, gave me a call back and is continuing to work with me to resolve the issue. She's a true asset to the company.

Need to re-activate a couple of accounts that were deactivated by them. On hold for 1hour 10 mins last week before I gave up.
Now told it will be another 40 min wait just to talk to someone.
Such a shame as they used to be so good.
Will be changing banks. Don't know what's happened to their customer service. Very disappointed

1 hour 38 minute wait time just to get into ING. Extremely poor service. Sent in details on 15 Jan to ING by pdf to update ING records they said it would take 10 business days. Its now 5 February and I still can't access any new products from ING online - just waiting now as I just can't be bothered ringing them anymore.

I had a fraudulent transaction on Dec 26th 2023 which showed pending I rang the bank that same day yet it's still no resolved they say 30 business day which has now gone to 90 business days this without doubt is the worst service I have ever received I'm 60 and live on a disability pension the trans action was over seas and was not made by me in Australia this is one bank to give a miss there service is disgusting I will be closing the account once its returned I'm thinking of lodging a complaint with ombudsmen this has caused me so much unneeded stress

You literally can’t do anything on the app besides basic transfers and payments. Everything else you have to call the line. Now imagine everyone calling at the same time. No call back service. No hold time given. Insurance is linked to the same number so you’re in the same queue with banking. If you’re tech savvy and enjoy good banking apps trust me do not go ING. I’m only stuck with them to due my home loan is there. I will refinance purely due to lack of customer service.

Took way too long to help me get back my money, but customer service was good and eventually helped me out.

in line with my recent experience with ING Bank, ING doesn't seem to have a comprehensive procedures to handle inquiries on transactions flagged as suspicious or indicating involvement with scam activities as per internal risk assessment triggers. The first response is to block the customer's access to accounts and suspend transactions, which is acceptable to avoid fraudulent activities. However, subsequent handling is extremely poor as inquiry is purely based on email exchanges rather than using on-site verification or over-the-phone/Zoom conversations. Review and response time is about 2 day business days for every query made by the bank. As a result quick conversation that is required to gather information from the bank's customer takes a prolonged period which is not acceptable as ING customer does not have access to his or her bank accounts during this period. Additionally, staff is not adequately trained to handle these queries. Due to this, the Fraud Operations Officer focuses on the wording of the email responses rather than the context it provide. In addition to that, the general helpline is not allowed to assist the customer's concerns when the account is blocked. As a bank in Australia, this level of service is not acceptable and doesn't seem to meet customer service standards.

Worst bank I've ever been associated with

Honestly where to begin. I'll make this short. Had a mortgage saver account, and it all started off nice. Then you realise, every time you need to change something ie; what account the funds are drawn from, changing amount paid etc. You have to physically print out a form to sign, then email, or post it to them. Their app is a mess, can't do anything in there, not to mention is their internet banking. I can log in and look at my account. But that's it.

Now let's say you need a bit of help. You've paid extra into your mortgage for the length of time you've been with them. Well you can go and get stuffed according to them. They will advise you that your request is not serviceable. So instead I took my business elsewhere. And for a cheaper rate too.

The ING Insurance offering is a joke - I live in one of the HUNDREDS of residential towers in Melbourne that are entirely clad in glass, and ING doesn't insure buildings where the "main" external covering is glass! What an absolute joke - barely qualifies as an insurance company on that basis - and the ultimate irony - I was only insuring CONTENTS!

Attempted to open a bank account online - with proof of documents and proof of residential address provided, however, Victoria has changed the name of the suburb, and was told I have to re-apply and get a new license and notify everybody that my details were changed before applying as the suburbs names were different. This could have been resolved by the Customer Service person searching on the web, which I did, and it was on the first line of the suburb name change.

I could not send an updated document, but had to re-apply, or was told to circumvent the system and use the old name of the suburb in my application, and then after the account was opened update with the new suburb.

Seems that there is a lack of common sense in Customer Service - will use another bank

Card was scammed by a mexican retailer while I live in Perth. happened once 5 months ago and again 5 months later. Both times I reported it before the transaction finished pending.

ING did nothing months later and have no begun to tell me it's my fault because I didn't cancel my card in time. I called both times and lodged the correct report forms and no one told me to cancel my card

down $500 and ING doesn't give a F