ING

Very poor customer service.they will lock your account without any notice.the only way you can contact them is to make a call.but unfortunately, you have to wait more that half an hour to get your call answered by a real person.and you should never expect you can talk to a real person after 5pm.

If I can give no stars I would. They debited my mortgage twice in one week and can’t reverse it. So my account is in a negative and I won’t have money for 2 business days, and it’s the weekend, so it will be 4 days. While waiting 45 minutes for them to answer my call, they hung up on me during a transfer and didn’t call me back. This isn’t the first time this horrible bank has done this to me. I absolutely hate this bank.

This bank is unprofessional, I only want to rejoin the account and the process took me forever to finish it. They’ve sent me a form for GP to sign and I sent it back to them. After that I have to wait for 69 days. After 69 days no body follow up my case and I have to call them for follow up. Long story cut, The customer service give me another form again to filled and I need to wait another 69 days. This is ridiculous
Only to rejoin the account took more than 4 months waiting period, that’s insane.

Super bad phone banking system. I normally do not have a such negative comment on one bank. However, It takes me 1 hour waiting on the phone everytime, and they also will put you on hold if they cannot answer your question promptly and another at least 30 mins waiting without any reason, feeling they just want to keep you on hold! I don't feel comfortable that I keep my money into this bank seriously

I am a bit surprised with the negative and most likely unjust bad reviews, Banks have strict rules to follow, which I understand can be frustrating. I have never had any issues with ING. I have been banking with this bank for over 20 years, Excellent customer service and prompt action when I contact the call centre.

Opening an account with this Bank is very frustrating. I’ve waited 30 to 40 min for 3 time to get an update on the reason why they can’t process my application. Doubt if it’s worth it

Completely incompetent! I tried to deposit a large amount into a term deposit. The application process was very strange and unprofessional and then nothing happened. Over a 4 week period I called their customer service several times and after very lengthy wait times was given no reason for the delay. I also sent an email to the complaints dept, which went unanswered. It's now been 7 weeks and still nothing! Naturally, I have taken my business elsewhere. Judo Bank processed our application completely in15 minutes!

I was contacted by a scammer claiming to be from the scam and fraud team of ING. He was ringing from their number which he had spoofed. He had all my personal information so was able to hack ING’s system. He said the accounts had been compromised and ING needed to open new accounts. When I realised it was a scam ING did not recall the funds even though I asked them to twice and they said they had. My $12,000 was processed within an hour. Most banks these days hold new payee transfers for 24 hours because hacking is rife. When dealing with the customer excellence team they referred to the wrong case 3 times, even sending me information from someone else’s case (privacy breach). They were made aware of the scam an hour after I had been called by the scammer but only sent me a text to call them about recent activity at my earliest convenience. I thought it was because I couldn’t log in. Five months later they are not taking any responsibility and AFCA just keeps getting the facts wrong too. AFCA says ING put in a recall 2 days later, which is industry standard, but I asked ING to do it a couple of hours later and they didn’t. What money is going to still be around 2 days later these days? The banking regulations really need to get with the times. Please bank somewhere that actually protects your money!

Attempting to set up an account has been a very frustrating experience. Despite making multiple inquiries over the course of five weeks, I did not receive one single update regarding the status of my account, nor any response when I asked about it via phone and messagenger. I have since decided to go with another institution that offers a comparable rate.

Would give them a minus score if I could, our daughter worked on the front line during the COVID pandemic, certainly not on big money like some in the top echelon of bank management, despite this she managed to save $2000. Unfortunately she was scammed and lost it all, ING were very poor in their efforts to help, I would never trust them to look after my money, no compassion at all.

The products are very competitive, but their app and digital platform need a lot more work and their customer service is non-existent. I have never been able to get through on the phone in less than 30-40 minutes, and they do not have any online chat facility. For a bank with no physical branches, I would really expect them to lift their game in online interactions with customers.

Two hours on the phone waiting for customer service? Took my money to another bank. No thx. Sadly, ING isn't what they used to be.

My almost 17yo son just completed high school and is turning 18 in April. ING froze his account and requested he update his ID verification. He went to the Police Station nearby to have his passport and Drivers licence copied and signed by the Sergeant on duty only to be told by ING that this wasn’t enough. ING wanted another bank account statement or bill with his name and address on it. THE BOY HASN’T LEFT HOME YET SO HE DOESN’T HAVE BILLS, NOR DOES HE BANK WITH ANYONE ELSE! So I (Dad) told him to open an account with ANZ and it took 30mins online with a passport and drivers licence. Now having his first paid job he will bank with ANZ and save for his first car. ING gave the absolute WORST customer service. I am contemplating moving my saving, credit card and everyday accounts to ANZ now too.

Used to be a solid bank. No ATM fees, cash back etc. Now it offers nothing more than a bank with physical branches, waiting times for customer service are over an hour… no reason to bank here anymore.

Just terrible costumer service. I have been trying to open an account with them for months but it’s impossible.
The waiting cues are unacceptably long. After 30min I will hang up. See screenshot as proof.

Tried to contact them 3 days in a row on hold for 45 mins without speaking to anyone. What a joke

Called My st george bank to enquire about a payment transfer i made they answered the phone quickly within 10 minutes waited over 40 minutes with ING with no real reasoning to explain why they have taken so long why they changed their limit on osko and why the lay out of their new ING mobile app is worse definitely going back to only banking with st george. ING really has nothing special to offer its only online based and they can't even do that properly.

My bank ING
The positives - rang and asked for a review of my floating mortgage interest rate and with no drama after a 5 min call they dropped it 0.84% very close to new customer rate. Really helps as has been ‘floating up and up the last year’.
The negatives - 1.a multinational corporation with profit motive - part of the system sinking the planet. My car loan is with my credit union:)
2.45 minute wait time for call. Outsource it to Manilla or do something about that one team!

ING was used to be a really good bank but now it has gone downhill! It's no longer have phone communication, unless you want to hold your phone and listen to their waiting music but no responding. The only way to communicate with them is through email but have to wait for a couple days or even few days to get their respond.
ING Staff turned to lie by providing misleading information at first - confirmed the eligibility for bonus interest rate in my saving account from 3 ING staff but I received nothing at the end of the month - they then made an excuse after checking few things.the bonus interest rate is not eligible for that month on that saving account.
Should I waste my time again to make a complain with your bank? I guess soon ING will be the worst bank in AU with this poor standard and unprofessional business services.
Please put your saving money into other bank that also offers comparable high interest rate, ING is not the only bank has the high bonus interest rate.

Well whilst waiting over 1/2 hour to speak to someone as a new Customer, no Answer (I'm was considering opening a Savings Maximiser Account) had plenty of time to read all the reviews. Well after this experience, I agree with most reviews, garbage Customer Service. You can shove your Savings Maximiser where the Sun don't shine.