ING España Reviews 2,187

This is your bank if you're happy to do everything by yourself, on the website or the app, but don't ever expect to get a response from an actual human.
There is no customer service to speak of.
If you try to chat to them, you get a chat-bot. If you try to call, they will tell you they will "resolve all your doubts" in the online chat, and then hang up.

ING Spain used to be absolutely excellent. Excellent service, quality cash machines, no problem whatsoever. Since a couple of years back things have been deteriorating considerably, up to the point where any interaction with a human is almost impossible. I do not recommend it for new users.

I wouldn’t recommend this bank , thank God that I am not a customer , I called them to ask if I can open bank account online & if they speak english . The agent replied no & hang up the phone lol the customer service at its finest . Also as I can see they have very bad reputation & rude , stay away guys

As of the time of writing, my accounts have been blocked for almost 3! weeks because they are not capable of correctly revising my documents. I've been a client of theirs for more than 10 years and they proceeded to block my accounts because they required a fiscal residency document from me (even though my wage is being paid on this account every month which clearly shows I'm working in Spain legally).. Here's my experience with their "customer service" so far:

27/07 - I notice that all my accounts are blocked.
28/07 - I call ING customer support, they communicate that I have to email a document of my Fiscal residency & an extract of my tax declaration to documentacion ing es. I check the website and this one mentions documentacion ingdirect es, so I mail it to both email addresses just to be sure.
30/07 - I call again. Lady tells me those emails were both wrong and it's ING.com! She advices me to upload them to the website directly which I do. Again 72hrs required to revise documents.
02/08 - call again. Lady looks and tells me she can see the docs were uploaded on Wednesday so 72hrs have not passed which is false information as the documents were uploaded on Tuesday. She says all I can do is wait.
06/08 - call again. Man on the phone says that he can see the necessary documents were uploaded last week already and he does not understand why my accounts are still blocked. He opens an incident with high priority.
08/08- call again. Lady says that she can see the incident and apparently I need to upload also a new copy of my identity card and a recent payslip, which was not communicated in any way or form to me until I called that day. So I upload those and the timer resets, the 72hrs start again.
11/08 - Call again, they look and say that she sees a notification that I would need to upload my ID (which I did last week), so I told her it's already there. She looks again and says that she sees I need to upload my residencia fiscal (which I did 2 weeks ago). So she puts me on hold and comes back saying you're right everything is there, I will create an urgent note that they revise your documents.
12/08 - called again operator says she can see all the necessary documents are present and they will revise them and unblock my accounts during the day.
13/08- Accounts still blocked, got an email that I need to upload a document that proves my fiscal residence. Called again told them it's already there. Lady on the phone says she's sorry and they will revise my documents and unblock my accounts during the day.
13/08 checked in the evening, accounts still blocked. Called again. Another lady said that she can see an incident was opened on the 6th and they have 30 days to resolve it! I say that they have 72hrs to revise my documents and unblock my account as ING literally said multiple times before, and that it has been almost 3 weeks now. She says I'm correct and that she is terribly sorry but she can't do anything...

I am amazed at the low ratings. I have been a client of ING Direct in Spain for 12 years. They are the best bank that I have ever used. My wife and I had accounts in all major spanish and us banks over the years to be transparent. And ING is head and shoulders above the rest....you name it: customer service, fees, or usability of online banking app. They are the best.

The absolute worst bank. I have had an account with them for years, and they recently blocked my account completely saying I had to provide some details about my identity.
Not only did I complete this on the app, I sent back the form they emailed to me weeks later that said if I didn't complete it my account would be blocked.
Of course, despite sending it off, they blocked it. They never acknowledged any receipt of the form, or app submissions. Now my health insurance can't come out, they have frozen access to my account so I can't get money out, and despite phoning every day to use their call back service, the only time I received a call was over 5 hours later while I was away from my phone. No attempt to recall, no call backs the subsequent days. I'm not in Spain at the moment, as I'm away on work, so I can't go into a branch, international calls are incredibly expensive when you have to wait at least an hour on hold, and it's a slap in the face when they don't even respond.
I've emailed them every day with the form, every time begging them to even respond. They never do.
PLEASE take heed: this bank is to be avoided at ALL COSTS. Some people may tell you positive things, but if it can happen to one of us, it can happen to any.

Such a louzy service.
**I live in Spain and i do my best to speak fluent Spanish but the automated Voice response system can not deal with foreign accents. Every time this leads to such frustration. (With employees I speak Spanish cause they don’t speak a word English either.)
**The app is down regularly making me spend a lot of time to remove and install the app (up to 10 times in a week)
**IT takes long to transfer money to other bank accounts where it could be there almost simultaneously.
EXPATS IN SPAIN: do NOT go to ING Direct

I wanted to open an account with Ing but the agent was so rude I have never experienced something like that before ! Definitely don’t recommend to open an account with them !!!

Time: 12:20 - mesa 5

Terrible bank. I've been a costumer for a year and unluckily yesterday I broke my phone and I cant buy a new one coz all my money is in my "CUENTA NARANJA" (savings acc) So i had to go to the main office to ask help if they can do something. They said I need to have an access on my phone. They will send me a pin code and i have to confirm it. I said how can I do that if my phone now is not working? He said they don't have any other options but only to have access on my phone. Terrible!!!! They dont care even if you have already your documents ready infront of them. The only way to confirm your identity is through the pincode they will send on your phone! I already plan to find a better bank next month.

Please send me your work details. Sent.
Please send me your work details. Sent.
Please send me your work details. Sent... ya! YA!
Please send me your work details. I HAVE SENT THEM
Please send me your work details. Sent.
Please send me your work details. Sent. SENT I HAVE SENT THEM!
Please send me your work details. GOD DAMN YOU ING.
Please send me your work details. DO YOU NOT READ?

I have horrible experience with this bank, wanted to withdraw my money but they kept charging me without releasing it. Kudos, to the name in my pics for helping me.
Now I have to look for another bank to use.

Don’t allow yourself to be fooled
The more you look the less you see
Keep away from here

From the very first moment I opened an online account EVERYTHING went WRONG! The problems with this bank are too many to mention here. Bank card did not work, my bank account was blocked and finally 2,500 euros disappeared, which I finally got back after almost 4 weeks and multiple phone calls. Their customer service is an endless NIGHTMARE! Tried calling for hours! I do not understand why the management of this bank does not open their eyes!

Atencion al cliente y resolucion de incidencias casi inexistente. No recomiendo hacerte de este banco.

One star is far too much.
If you are dealing with international accounts (inside EU) do not use this bank.
My transfers from my French account to the Spanish ING are treated as money laundering. My money is still blocked since more than 2 weeks ago. No information at all. Even after canceling the transfer I still did not get my money back at my French account. I regret to have opened an account with the ING. Big mistake.

This bank is a joke. They are not responsive to the problems they cause themselves. Their chat is a joke, holding to a human agent nearly impossible, and even if you manage to get though they are unhelpful. I'm closing account there as soon as I resolve problems they created.

The worst support that a bank could provide, things are getting worse with this bank. Not recommened , there aren't a lot of problems but when you need help , no help will be provided.

This is arguably the worst bank not just in Spain but in all of Europe. They fail to provide even the most basic services. The staff are unresponsive, unhelpful, and seem to be doing the bare minimum while collecting their salaries. No one should consider conducting any business with this bank. It will cost you significant time and money, with almost guaranteed disappointment and failure.

Impossible to contact. There used to be an online chat option with a human, but it's been replaced by some AI chat bot that can't do anything except site terms and conditions. No one ever answers the phone. They have an online mailbox on the app, but they don't use it for communication.

Been with the bank for 12 years. And each time I need to get the new card, they never arrived. I had tried calling the CS, and never picks up.
Went to the office twice, with no help but asks me to just wait. While I need the new card to pay the bills and travel.
I am very disappointed, that as a client I should be patient, and not given another solution.