ING Deutschland Reviews 34,079

Until now, I have been a satisfied customer with ING. It’s been a bit over one year since I switched from another bank and made my ING’s checking account my main one (also salary account).

In this period, I’ve used my account for everything, Ive used my cards abroad and I even opened a saving account…, you name it, I really like it.

The customer service is decent, it takes some time to answer but they are efficient.

I have some concerns nonetheless:

1- The app needs to be improved. Look at another banking app for example (won’t mention the name), it is really good and gives you an overview of expenses and also shows you the amounts you had at different times as you scroll down or up, it also analyzes whether your transactions were at a restaurant or supermarket, It’s really helpful and makes it easier to track your money. There is also an option for detailed analysis called “insight” which ING introduced lately, but the one from the other bank is far superior, ING’s looks very outdated and not as good. The app needs a lot of work unfortunately.

2- For better security, I think a TAN separate app should be introduced. As finalizing a transaction by entering your code or by face ID is simply not secure enough.

3- An instant transfer option should be introduced (you can decide whether it’s against a small fee or for free) but this makes other banks way more attractive. Although, ING normal transactions are fast so I give you that.

4- Why does every transaction take ages to be debited and it’s stuck there for at least a couple of days? With other banks, you don’t have that. The amount should be debited instantly and the overall amount changes accordingly. Again, it’s not very helpful with tracking one’s money. I honestly don’t understand that.

I have recommended ING to most of my friends and I really enjoy it and would like to stay a customer. But these concerns make my experience less enjoyable.

Im pretty sure that if you start a survey, most clients would agree on my above-mentioned points.

I hope you take the time to read my review.

I called customer service for a question - the service was great, but I had a problem with the announcements when choosing the channel to be transferred to. When I heard "Kundenberater:in" I got mad. I don't want my bank to use gender pronouns, I don't want to hear that anywhere, the least from my bank. I hope you reconsider using this unwanted language. Thank you.

Very bad customer service. Long process in the hotline's automated menu and afterwards 30 minute wait until the call starts. Afterwards a simple question was not answered. Should have chosen a different bank with better service.

My experience is being terrible. I live in Germany, have a permanent residente permit and work as Software Engineer here along with my husband, both for big companies. I'm waiting since October to have our joint account open, sent all the documents via PostIdent (in person in a post office) and didn't get any feedback anymore since 2 months! They got my personal data, didn't open our bank account and didn't give us any feedback about it. Really terrible customer service when they don't answer our emails at all. I'll inform my lawyer about the fact that ING got our passport/visa copies and didn't get back to us, it's a GDPR crime.

App works better now. Thank you.

Proactive very friendly contact to make sure a international transaction is legit

I just had yet another very pleasant experience with a bank lady from IngDiBa.
I had some issues with being blocked due to a security block, however she was extremely patient, taking time with me to make sure that I was able to access and make the transfer through another devise which meant new codes etc…
What an absolute joy to work with people who are competent and friendly..

Worst banking service I've experienced so far.
They blocked my account because I don't have a German phone number.

I was able to open the account, and deposit my monthly salary in it for years, and now because I don't have a German phone number, I am not able to log into the account anymore.

Customer support is completely unhelpful. Takes hours to get through to someone, and then they just don't want to help

They are quite straight forward and helpful. I like it.

I seem to not be the only person by ING Diba cancelled my account with no notice. No explanation. After googling this, I see that this has happened to quite a few people in the past. Wouldn’t recommend them unless you want to risk having you account closed with not explanation.

I opened up an ING account when I moved to Germany. After leaving, I kept the account. To my surprise, I tried to login one day using my IBAN (something I did once every 2 months), and the website showed up with a message saying that my account simply didn't exist. That also included both my cards being cancelled out of nowhere - although I had regularly logged in and used my card.

Followed 5 months battling with customer service to:
1. Understand why my account was closed without any notice (to which I was never given an explanation)
2. Get my 4000Euros back

I somewhat managed to get my money back after countless emails, but I do not know to this day whether or not I was reimbursed the exact amount, since I didn't have any access to my statement.

Customer Service told me the sent me ONE letter to an address I had already indicated 1.5 year before I didn't reside in anymore. There was no communication beforehand on any other channels (email, app), that my account was going to be closed.

I then tried for a further few weeks to receive the statements of my account, without any success. I eventually gave up.

I would advise anyone against opening an account with ING. I am lucky I had other bank accounts and cards, but it is completely beyond me how you can close people's account with their money inside it, not inform your customers, and make it so difficult for them to get their money.

Avoid!

The person I was talked to was very patient and gave me with an English service after 2 different people that hung up the call because I asked to speak in English. Will be great to get an English hotline service.

Good service! thanks for all.

ING login process and high fees make ING the worst bank in Germany

ING Germany login requires Banking to go app or a machine reader which cost almost 40 euros (it cannot be used in other banks and the machine seems only works for less than 5 years, after that you must buy a new one)

All of a sudden in May and without even any notice, the Banking to go App no longer work with Andriod versions 6-8, ONLY 9 and up.

This is only for the ING German banking app.

But banking login app from ING Belgium, Luxembourg and Netherlands are compatible with older Andriod versions 6-8.

Why should German customers be forced to buy a new phone for this purpose when all other countries’ ING banking apps that customers daily basis still are compatible with older Andriod versions?

Why should Germany be different?

Ing germany claims that “older version android is insecure” is totally fraudulent.

Because if this were the case, the ING Belgium, Luxembourg and Netherlands would have also make its app not compatible with older version Android.

Also, Deutsche Bank, Commerzbank login app are also compatible with older version android 6-8.

Furthermore, ING germany does not allow mTan or login with text messages anymore and claims it is insecure. Germany telecommunications companies have fixed the security issues and it is no longer possible to have ss7 attack for Germany phone numbers. That is why Deutsche bank and Commerzbank etc all allow mtan or text messages login and money transfer. Ing bank security knowledge is way outdated.

ING no longer allow code list login and money transfer anymore while many banks in EU allow that. Code list is compatible with PD2 banking and new EU banking regulation and that why many banks in France and Italy allow that. This is far better than Banking to go App which requires customers to buy a new phone every 3 years because ING makes it only work on newest Android.

Also, when people install banking to go app on phone, ING use code list or mtan to activate it. If they were insecure, why ING use code list or mtan or text message to active it? This is essentially the same as use text message or code list login.

ING germany claims are paradoxical and self-contradictory.

ING should also make its online banking work on external authenticator such as Google authenticator or Microsoft authenticator or open source freeOTP, TOTP generator (which people can generate a one time password) to reduce customers cost. After all, rich people all use Deutsche bank or Commerzbank or private banks.

ING germany customers are from low income to average income persons and need lowest cost banking.

Ing also charge around 1 euro for girocard. Other Germany banks have no such charge.

Also its cost in sending money outside EU is also much higher than other Germany banks such as Deutsche bank, Commerzbank etc.

When you buy lottery with ING visa, it also charges 3.5% while no other banks in Germany have such charge.

When compared cost with other banks, ING is far more expensive than Commerzdirect, Commerzbank, Deutsche bank, Spassskksan etc, especially when you have 700 euro per month to come into your account or a salary.

ING only has Visa debit card, no credit card at all.

Other German banks have real branch and if you are blocked from your account or you lost your phone or access data, go to branch and everything is solved. But in ING, it is nearly impossible to solve or take many months because it has no branch.

So, given the highest fees and lowest service of ING germany, it is much better to bank in other real branch banks in Germany such as Deutsche bank, Commerzbank, Spassksan, Reisesbank etc, especially if you have a salary over 700 euros per month.

If you have 700 euros or more coming into your account in these banks, everything is essentially free and this is true for nearly all German banks with a real branch.

The service decreased massively over the past few years. The bank is alright to use if there are no problems. However, as soon as I needed help and things weren't as straight forward, the bank was not interested in finding a solution and cancelled the account. I know from experience that other people made similar experiences. As with everything, IngDiBa is good for certain things. However, I don't feel like I can trust the bank and I can't recommend this bank to anyone.

UPDATE: 10 days after this review and a threat to quit my account entirely, I received an apology, a new card, and, surprisingly, 50€ recompense. How/why this happened remains unexplained. This is a bank. This could have been a horrifying experience for an account holder, placing them in financial peril. I was not, but I will let my review stand.

ORIGINAL:

Some weeks ago (an important detail), my ING card disappeared from the ING app and, thus, the Apple Pay app. What seemed like a minor technical issue has now escalated into a debacle. It was not just that the card did not work with Apple Pay, it was that the card no longer works at all, for which I was given no notice and have no alternative.

I have tried resolving this in a number of ways. I called and was redirected to Apple Pay support. (It wasn’t actually an Apple Pay issue.) I followed up with an email to ING support, to which I got only an auto reply with (no lie) “it may take some days” before I get a response. Twelve days later, I still had received no response, so I sent a follow-up asking why. That, too, went unanswered.

I then followed up with calls to ING support. Today, the three phone calls with support have varied from helpful (i.e., “This appears to be a technical issue and will be escalated. I understand your frustration.”) to absolutely disgraceful non-support (i.e., “WHAT IS YOUR QUESTION!?!? My colleague already told you it will be escalated.”) when I wanted to understand the alternatives. Two of the three calls were disconnected without notice with what, I can only hope, were technical issues rather than unwillingness to provide support.

Basically, from emails and calls, weeks after first contact regarding the issue, I have received nothing, nada, zilch, zero except the equivalent of “someone will get back to you.”

Although I have been with ING for years, it is not my primary banking account. And while the card no longer works, I can still transfer money to and from the account. So I am not in financial peril.

However, the email and phone support issues have made me question what exactly I can expect from this bank in case of a real emergency. I have accepted that online banking comes with its drawbacks. But "nothing, nada, zilch, zero” is unacceptable all together.

I will no longer recommend this bank. And, with this experience, warn others from considering it.

This bank is customer orientated. They have products focused on people. The customer services is first rate. They are approachable. They use innovative digital services.

The Kundenberater was excellent! He patiently hear my particular case and acted upon it! This the type of DNA that your customer service team should withhold throughout! I recommend him fully and he should be considered for promotion within your ranks!

I have been locked out of my account for 12 weeks and counting. Just imagine that! I have a family to feed and bills to pay and my "bank" could not care less if I starve or default on paying my debts.

Every time I follow up, they tell me you've just sent us an email and we are receiving too many.

What is worse is that as if I had never sent any emails before. They're just think I'm stupid.

I stopped counting the forms they had me fill out and sign over and over again.

It is a never ending nightmare, especially if you are outside of the country.

I'm closing my account as soon as I regain access to mine and my family's money.

Outrageous. Never again.