ING Direct Customer Service

User Reviews, Ratings and Comments

ING Direct customer service is ranked #68 out of the 538 companies that have a CustomerServiceScoreboard.com rating with an overall score of 69.79 out of a possible 200 based upon 69 ratings. This score rates ING Direct customer service and customer support as Disappointing.

NEGATIVE Comments

49 Negative Comments out of 69 Total Comments is 71.01%.

POSITIVE Comments

20 Positive Comments out of 69 Total Comments is 28.99%.

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I cannot believe I have to deal with such bad customer service like ING. Never had this with BofA or Wells Fargo. Just small request and take them 6-8 weeks to complete. They are bunch of lazy people or their system are sucks.

Bette switch back to Wells Fargo.

catclaw 5/7/12 8:29AM
These people have no business calling themselves a "bank." They are the most ignorant and incompetent people I've dealt with. I asked for a simple thing: A certified copy of my statement for one month. You wouldn't believe the responses. The first two emailed responses were boilerplate emails that had nothing to do with my request. I called and talked with a manager who told me they do not provide this service because they have to keep costs down, but she told me to email customer satisfaction. I did, and they emailed me a statement with a notary seal on it. Can you believe it? they won't send me an original and they do not even know the difference between notarization and "certified copy." Incompetent? YES. Stupid? YES. Not fit to be bankers? YES. ING Direct is NOT a real bank, they cannot do anything except hold your money for you and pay a ridiculously low rate (less than one percent) on your savings. I am dumping them TODAY.

jdatbs77 4/27/12 7:45AM
I've been trying to terminate my 401k for 2 1/2 weeks now. ING states they are waiting for my previous employer to approve it. My previous employer states that was done two days ago but, ING is having tecnical issues with their new online system! I can't any answers with customer service. They just keep telling me that my previous employer has to contact their contact at ING. Previous employer gave me e-mail contact for person @ ING. I sent e-mail and received back the same generic message I received 8 days ago. I am about to look into some legal action on this! They still have my money and recieving interest on it but, if and when, they cut the check, it goes back to the original date of my request!!! This is BS! You can't tell me that they can't take care of this manually!

Irate! 4/26/12 8:25AM
I deposited a large cheque at Australia Post - big mistake unless you are happy to wait. Their rules are post the cheque to them and it takes business days to clear, so deposit Fiday, cleared on Tuesday (5 days inc weekend + 1 day postage). Deposit at the post office on Friday it takes 7 working days plus 2 weekends - 11 days. I guess everyone should spend their life reading all the small print and not getting on with life. My mistake.

Craig 4/17/12 7:39PM
This company has terrible customer service. My most recent bad experience is with a home loan. The company makes it impossible to communicate with anyone regarding their account. Phone calls are not returned. emails are ignored messages sent thru their website are and calling their customer service line is pointless. My experience with Mike Ingram in the "Home Retention" team has been one problem after another. In this economy it would seem like many people would be thankful to have a job, but Mr. Ingram treats customers as if they were a bother. His job by definition working with people who are experiencing problems with their loans. In this economy, who isn't? Although I was unable to get a person to respond to problems I began having in January 2012, I am disabled with multiple schlerosis, the bank reported me to a credit bureau as being late. Then, my account was locked and I was unable to make a payment of any kind, and again they reported it as my fault. In addition, they blocked any payments from being made to other payees, and illegally took my social security disability monthly payment leaving me without any money for food or medical care. After weeks of attempting to get someone to respond to THAT issue, finally they put it back. No apology, no reason for why in the world they had any legal reason to do this, but just pretended that it never happened and drilled into me for what they say are my shortcomings. This is the very worst customer experience I have had in my entire life. Don't believe all the canned cutsy advertising they have when you are on hold for a good part of your days, it is all a false front. If you ever need to actually work on a problem with them, you will be treated like you are a deadbeat, not like a human being with problems that were not created by you, but by the decisions that were made by the banks in making loans that were done only to pad the pockets of their loan officers and boost their bottom line.

Kim 4/9/12 2:29PM
I made a transfer on a Friday and INGDIRECT sent an email confirming it would be there in 2 business days. Now I am told it will not be available until a week from the following Monday. Unacceptable! 10 days in all......when I called I spoke with Michelle in customer service, aka "floor" manager. She said she can not do anything about it, she states she does NOT have a higher level employee I can contact. She informs me I can email them and hope for a response in 48 hours. She also informs me she does not have a last name available to refer to. This is NOT GOOD CUSTOMER SERVICE. Tell me how this would go over in the real world of customer service? How easy to hide behind a phone number/computer. Step up to the plate ING. Customer service is about helping the customer....it's not called service avoidance.

deadwood 4/5/12 11:02AM
ING direct has very poor customer service. It takes 10-15 minutes to get an associate and when they finally come to the line, they pass the call on to someone else. They do not talk to one another and one has to repeatedly tell them what he/she wants to do. For the headache involved, I would rather take my money elsewhere, and I did.

nebi 4/4/12 2:04PM
Logged into my account today (04.02.12) only to find that I was required to click through an imbedded advertisement for security software.

An ING rep confirmed that it was there since security was a priority. He also confirmed that he couldn't cancel the notification pop-ups.

Shameful that my fiduciary - though not for much longer - is spamming me when I try to log onto my account.

adp3a 4/2/12 9:31AM
Three Strikes and you're out...I just suddenly got my ING Direct account closed down today because I overdrafted for the third time while I was away traveling. I'm also expecting a tax return refund, but they cannot keep it open long enough for the refund to come in. The check deposit thing has always been a huge issue (you have to mail in a check to get it deposited???). I'm taking all my money out and opening a credit union account tomorrow!!!

kt 3/28/12 5:04PM
ING DIRECT is the WORST bank ever! After being a customer after 12 years in good standing, I had received both a phone call and e-mail from the security department that they were closing my accounts. They stated that they can do that at any time for any reason. What kind of customer service is this?
Stay away from ING DIRECT!

BEARS2U2 3/21/12 2:18PM
my account in ing bank, while first a/c opening executive told my sb a/c is zero balance, but after 4 months in my a/c money is debeted 250/-, 450, as they like, i can't understand, why it hapenning, i asked in bank they telling non metainence charges, they i asked my is zero balance, they told me it is 5000/- min quarterly, and again it became 10000/- they don't know what a/c is running in their bank, one of the worst bank i ever seen, in secunderabad general bazar branch, they never bother about their customers needful, any information, (bustard bank)

kishore 3/3/12 12:28AM
I have my mortgage with ING direct and fell into financial difficulty 12 months ago, I can only pay half of my repayments though am proactively looking for work. I contacted ING to be assessed for financial assistance and was declined on the basis that I do not foresee when I will be finding work.

Being at the age of 65 years old with $200,000.00 left on my mortgage it is quite a stressful situation, they have suggested that I sell the property which will place me in a worse situation. To top it off ING continue to contact me excessively to demand additional payments. Terrible service!

Lenny 1/27/12 11:43PM
I have been an Ing direct costumer for years. I have not had issues until recently. A couple of months ago, Ing asked me to change my password for security purposes. After that I had forgotten the password. After many attempts, I was locked out. I asked for a pin to reset my password. The first pin did not arrive and then I requested a second pin. Which also did not arrive. I have contacted them many times. I even asked them to send it another way or by priority mail. They refused. They were not at all helpful. They left me on hold for more than 30 minutes. I had to freeze my account and wait again for the next pin to be sent to me. They told me to ask my mail service and file a complaint. I did but I let them know since they are the ones who has chosen to send this important information through the US Postal service then it was up to them to find out what has happened and get the information to me. I am left with very little options. I have not been able to get to my account that holds more than 18,000. They told me to wait and the matter should resolve itself. I am now looking at legal services to resolve my situation.

Denise 1/4/12 4:53PM
They completely botched 4 instances of fraudulent charges on my checking account, including sending me an email saying my card would be deactivated on Dec 5th and then allowing fraudulent charges to go through on that card on Dec 13th.

To make matters worse, their customer service handling of this has been terrible and I've been told it will take me at least 7 to 10 business days to get a provisional credit to my account.

If they notified me that my card was compromised & they told me my card would be shut off on Dec 5th, why should charges go through on that card on Dec 13th and why should those charges hit my account and then I be forced to do a bunch of paperwork and sit around and wait for them to fix it and take late fees on my mortgage etc?

Every other bank I have proactively catches fraud charges and stops them before they even post to your account.

ING tells you your card was compromised, lets the charges hit your account and then tells you that you need to spend your time filling out paperwork to get your money back in 7 to 10 business days.

They will not escalate your issue to management, they will not allow you to talk to someone with the authority to change the situation & they will not address your issue except to tell you to fill out this paperwork once they email it too you.

Completely, utterly useless.

Cancelling my account 12/14/11 7:15AM
ING DIRECT is the worst company I've ever traded. Like someone wrote, I'm switching to scottrade or tdameritrade as soon as my money is transferred to my checking account. I had a limit order that I had waited for ing to execute. They never executed the trade and my stock tripled during the day. I hate this company. PLEASE LEAVE IT!

Harry 12/9/11 8:46AM
I just opened acct, but am questioning if it's worth keeping open, because of horrendous customer service by some of your reps, you do have some good ones, but the bad apples spoil it all. When it comes to letting someone hold my savings, I will not tolerate bad service and buggy technology, especially for an online bank. In early morning, I received an "urgent" call from your security department that I must call right away. So I did, only to find out it was some error on your side. STRIKE ONE. I didn't even realize there had been a block on my account until the rep told me she removed it. Funny, I had just logged in hours earlier, and there was no notice that my account was blocked. STRIKE TWO. Instead of apologizing for your error and letting me go on with my busy day, the security rep Bethany insisted on badgering me about my email address. She kept insisting that I explain what it "means." I was flabbergasted at her weird request and just told her it's just an email address, it doesn't have to "mean" anything. She then claimed my email address should verify my identity, so it should be formed of my name. I did not realize ING was the email address police. Plus, I had already gone through the additional verification process when I opened the account. So, I told her I did not realize my email had to fit a certain criteria just to benefit ING. She then sounded noticeably antagonistic as she threatened to close my account if I did not explain my email address. Tell me what it means! Is it a code? Is it blah blah blah blah. on and on she went. Then she had to gall to proclaim her badgering was done in a "nice" way, so I had no reason to be upset. Her continued tone of condescension pushed up my blood pressure and before I could really let her have it I hung up. I have had wonderfully respectful and efficient experience with OTHER online banks, so my experience with ING threw me for a loop. I've been put through too much hell to close it just yet. But with zero assurances so far from them of rectifying the atrocious service,it's unlikely additional money will be deposited in the near future. Too bad some of your reps think it's their duty to encourage customers to close their accounts. Very strange business model indeed. STRIKE THREE.

Bethanyisabitch 12/2/11 10:49AM
Based on my recent experience with ING, the customer service rating is �F�. I wouldn�t recommend ING to any consumer.

On 11/22/11 I spoke with a customer service representative to request a withdrawal. Unaware, I made my request the day before a �blackout� period. The customer service rep failed to inform me of the upcoming �blackout.� However, the rep did provide a bogus confirmation for my withdrawal. When the money didn�t arrive as promised, I contacted ING again. To my surprise, my request was never processed by ING. The icing on the cake was my account was being transferred to another fund manager. Yet, I did not receive a notice in the mail informing me of this change. ING failed to do their job and now I must wait two weeks to make my withdrawal. Thanks for the terrible service ING!

I spoke with an ING customer service manager who claimed to have no id number. He promised to call me back. Of course, he has not returned my phone call regarding this matter. As of today, I have not received anything in the mail regarding my account being transferred.
To all the wise hardworking consumers: take your accounts elsewhere! ING doesn�t deserve your hard earned money. Take it to a financial institution that will follow through and respect as a customer.

Ditch ING! 12/1/11 12:13PM
I have been a member with ING Direct since 2007 and have never really had any real issues with this account. The account is a joint account. This account had fallen into a negative balance due to a household of two incomes being reduced to one, and the burden/responsibilities of staying on top of everything. With that being said, I've spoken to several representatives at ING Direct over the course of a few months, explaining the circumstances and have made every effort to bring the account current. The account as of today 11/10/11 has a negative balance of $89.77, brought down from $818.31. Re-curring direct deposits of $250 were set up in order to bring this account back into good standing, with the intent to keep it in good standing since there is now more stability in the household. On or about October 6th I contacted ING Direct regarding a lost/stolen wallet and obtaining a new debit card for the account which was sent to me. I was not notified then that the decision was made to close the account. On Thursday, 11/10/11 I spoke with ING Direct regarding the account and the fact that the direct deposits are and will stay in force, as it is through my employer and was notified that a decision was made to close out this account on 10/4/11. There was no
notification/communication regarding this decision given to me or Darald McDonald the other account holder. One of the reasons why we've wanted to keep our account with ING Direct is the ease of having funds directly deposited and the ease of managing our money. For ING Direct to not notify us of this 10/4/11 decision in writing or via telephone in one of the many conversations I've had with ING representatives in Customer Service and the department that handles issues with accounts is not only very unprofessional, but it is inconsiderate and a slap in the face to consumers who are really trying, but have had unfortunate circumstances. There response to me was: "While we understand that you experienced financial hardship over the past several months, we're unable to reverse the decision made to end our banking relationship. As a result, your Electric Orange checking will be closed once the balance is positive. Additionally, you'll be unable to open accounts in the future".

Anonymous 11/10/11 2:34PM
My employer uses ING for their 401K. Due to a financial hardship a few years ago I took a loan out against my 401K funds and am currently on a monthly payment plan back to my retirement account.
Back in June my personal checking account information changed where ING was pulling the monthly payment out of back to my plan. I called ING to have the banking information changed and was instructed that for my loan payment in July I would need to send in a personal check. My ACH debit from my account would then be reinstated for August.
August 11 rolled around (this is the date that my loan amount is due) and funds were not taken from my bank account. In August my yearly maintenance fee was also due making the total amount payable to ING around $110. A few weeks passed and still no transaction to pull the funds from my new bank account.
After finally figuring out how to set up online access to my 401K loan, I reveiwed my account. ING (actually the company that payments are mailed to is ILIAC) attempted to pull funds via ACH but they were returned to them and I was charged a $25 returned payment fee. On 9/1, was my 1st call to customer service. A Kristen took down my banking information (again) to update my account. Promised that someone would call me back to confirm and that I should go ahead and send a personal check in for the August and now September payment.
In mid September ING once again attempted to pull funds from a bank account that ended up in those funds being returned to them or rejected. My account was charged another $25 returned check fee. After another call to customer service around 9/21, I was informed that my banking account change information was not entered correctly when I called back in June and in September. I was informed that my correct banking account information would be updated but that I should plan to pay my October payment by check. Check mailed.
When I received my statement for the withdrawal for the Nov. month it indicated that I was being charged $75 in fees. That's it. The explanation was fees. Another call to ING (800-262-3862) on 11/2 where I spoke with a Michael Salisbury. He confirmed that my banking account information for the Nov. ACH debit was INCORRECT!!!! He would get it corrected so that my draw occurring in mid Nov. would come from my correct bank account. *Interesting that every other time I called I was told it took more than 3-4 weeks to update banking account info and somehow Michael could do it immediately** In addition I explained that I wanted the $75 in fees removed from my account after Michael confirmed they were for the returned payments. As of today, 11/8/11, I'm still waiting for confirmation that my account will not be charged the $75 in fees for ING's mishandling.
I find this customer service completely unacceptable that this issue has been going on for 5 months now. A simple update to a routing # and banking account # is not rocket science. In fact once the payments were returned why wasn't there any outreach to me to confirm why the funds were returned (BTW the whole issue was that ING inputted the wrong routing #) or some research done by ING. ING's back end processes I give a score of -5!

Anonymous 11/8/11 7:52AM
My regular ING savings account always has fairly good service. Much to my dismay the ING Employee Capital Accumulation Plan (ECAP) that I was enrolled in through my employer, was quite another experience. Starting with my mailed in confirmation info for a loan I had taken against my retirement funds. I heard nothing back from ING at all yea or nay about the receipt of my information. This has a huge concern of getting either misplaced or lost and it was nearly impossible to get anyone on the phone that could give me an answer as to the receipt of my information package. This information has my personal banking information and if it's floating around in a mail room or maybe in someone else's hands I would like to know. Furthermore, every other banking institution I have used (including ING's orange savings) you can simply do your transaction online and not have to stress over sending in writen corresspondance which obviously doesn't always arrive. I never received one bit of confirmation from ING until of course 2 months later when I was informed I was late on my loan repayment. Now I am forced to pay the late amount as well as current amount, and now I'm here going through the same process of sending off snail mail to the same address once again with no hopes of hearing anything back. Once I watch my bank account and realize there is not a deduction (like I did before) I will call the customer service number yet again, and get the run around again. The customer service failed to answer one solid question for me. Their suggestion was that it could be lost, or in processing and to wait or just mail in new information if I don't see any deduction. The answer was too hands off for me, especially when I am sending in my personal banking information with a large sum of my retirement money available through this paper.

Cor 11/7/11 2:14PM
ING is undoubtedley the most ridiculously difficult bank I have ever dealt with. I have tried to set up both a current account and cash ISA with them and have found there customer service systems absolutely pathethic! If it is this difficult for someone to set up an account then I hate to think how difficult it would be to achive something more complex!!! I will never deal with ING again and would advise anyone else to put their money elsewhere.

matt 11/5/11 9:40AM
ING DIRECT COMMITTEE WOULD NOT RENEW MY HARDSHIP RATE OF 3 AND ONE HALF PERCENT ON MY MORTGAGE AND WANT TO GO BACK TO OVER 6% AND BRING PAYMENTS FROM 1,633 A MONTH TO 2,975.I JUST FINISHED TWO YEARS OF THE NEW HARDSHIP RATE AND NEVER MISSED A PAYMENT BUT ING DOES NOT CARE. THE AGENT SAID IM"NOT GETTING AHEAD" AND I TOLD HER THATS HARD AT 73 WITH NO JOB OFFERS BUT MY WIFE IS ALMOST AT FULL TIME AND I ONLY HAVE ONE CHILD TO GET THROUGH COLLEGE AND ASKED IF ING COULD GIVE ME EVEN ONE YEAR IN LIEU OF TWO AND I WOULD TRY AND SELL THE HOME. NOW THE AGENT BECAME MORE ANGRY AND SAID THAT IS NOT THE REASON ING WANTS TO LOAN PEOPLS MONIES FOR HOMES!I TOLD HER IVE PAID EVERY PAYMENT FOR 4 YEARS AND THE STOCK MARKET CRASH OF 2008-09 IS THE ONLY REASON IM ON HARDSHIP BECAUSE OF LOSS OF FUNDS. MANY PEOPLE CANNOT MAKE THEIR MORTGAGE PAYMENTS AND I AM SO WHY AM I PENALIZED? SHE REPEATED AGAIN IM NOT MAKING ANY HEADWAY IN MY SITUATION!NEED HELP TO MAINTAIN THE PRESENT HARDSHIP RATE FOR AT LEAST ONE MORE YEAR.

Anonymous 11/1/11 3:32PM
Tired of seeing my IRA evaporate, and wanting to buy a house, I did the paperwork to have my IRA liquidated. ING said it would take 5 days to arrive in my account.

It's not there. Apparently they didn't like an answer on the form and waited until I contacted them to sort it out. NOW it's going to take up to 12 days for things to be processed.

Their customer service people think that the company is a big black box where magical things happen. They can't explain why there are delays, they can't explain how their process works, or why you get different answers from different people when you ask the same question (and more importantly - which answer is the correct one!). IT's all reading from a service manual.

Given that over 10 years, my IRA has LOST money I would not consider them a reasonable place to do any investing. I would have been better hiding cash under my mattress --- at least it would have been available to me when I needed it!

savemefromING 10/25/11 12:41PM
For 5 years, my 94-year-old mom and I have had a joint savings account with ING. Their service stinks and I recommend not banking with them. Here's why:

1. They don't do what they say they will do. The account was mistakenly set up with me as the primary account owner. Since it was my mom's money, I asked them to change her to the primary owner. They said they would, but did not. I had to follow-up months later to get it done.

2. I recently called an ING rep to change the address on the account since my mom and I have moved. I also asked questions about making a bank transfer from one of my mom's accounts to another. I answered all security questions, changed the address and got my questions answered. I must have inadvertently triggered some security concern. Later that day they called my mother, who is mentally sharp, but hard of hearing. The person had a heavy accent and my mom had a hard time understanding the questions. ING cancelled the account against my mother's and my wishes. I later talked to 2 customer service reps and 2 supervisors who were unsympathetic and unhelpful.

I understand online security as I have many on-line accounts , but they take security too far, and are not responsive to their customers. DO NOT BANK WITH ING!!

Sam 10/21/11 6:16AM
Eversince Capitalone bought ING Direct they are not giving excellent service. Their so called"security" thinks that people are thieves who give false information.

shashita 10/19/11 9:11AM
I'm getting ready to cancel my two ING accounts. Their website is constantly down for 'maintenance' when I need to get into my account. Today it's been down for over an hour and still no sign of it coming back up. NOT acceptable when I have urgent banking to do.

Every other bank manages to do maintenance in a matter of minutes. Why does it take ING so long.

They used to be a great bank, but not anymore.

Helen T 9/29/11 3:11AM
I had to drop ING after 6 years. They screwed up my account. I got 3 different reply's back from them and it was from the same rep. We don't have the ability to correct the account, since your it's s business account we can't correct the account and since it s personal account we can't correct the account.
After I closed the account and finally figured what happened. They put themselves down as my employer .
So I'm wondering were the hell my paycheck has been for the past 6 years at.......

Anonymous 9/13/11 8:04PM
For 5 years I have been doing banking for a 90 year old family member as their POA.
Today I was told I could no longer log in to do her banking.
In addition, the customer service people were rude and did not offer a solution to the fact that the senior for who I was doing bill pay could not log on as they did not understand computers and is disabled. Seems this should be illegal to prevent someone from doing someone else's banking and not accepting a Power of Attorney. We even had the senior talk on the phone to give their permission.
I had to close the account and transfer the money back into the primary bank as the customer service person offered no help.
I have been a loyal customer for 10 years and have recommended ING to hundreds of people through my business. I will look for another bank to recommend to others.

c dono 9/13/11 12:07AM
ING customer service is beginning to look like citibank and chase. they just do not comprehend English.

ING = I'm No Good

spike 9/3/11 12:38PM
Dear Miss/Sir:

I did email my complaint letter to ING customer service department on dated:15.7.2011,but until to-date, no action have been taken .

I really need your kind assistant to assist me.I am hereby forward again the 2nd reminder of complaint letter for your reference and action.

Regard:
Kum Siew Mun 0126607948.
With regard to the above matters.

I and my wife brought ING insurance since year 2001 until to-date,
from a sales manager names: Leong Chee Keong ( A member of Million Dollar District) and I requested your ING agent to pass to me the Insurance policy. But unfortunately, until to-date, I yet to received it?

I called and sms to your ING agent many years ago ,but no action had been taken.( PLEASE ASSIST ME?)

Beside that, can I request to change a more competent ING agent ?

Is that the way ING treat your customer ?

Please advise?

Thanks.

Regard:

Kum. ( 0126607948)
Policy no:6159292B.

Cc to:
DARMAWATI DAHARI.
Financial Mediation Bureau
Level 25,Main Block,Dataran Kewangan Darul Takaful,
No:4,Jalan Sultan Sulaiman,5000,Kuala Lumpur.

Encik Abu Hassan Alshari Yahaya.
Director
Corporate Communication Department,
Bank Negara Malaysia.

gary kum 8/8/11 5:50AM
miles May 4, 2011 at 2:31 pm

FYI, if you ever want to close the account you will not be able to remove the externally linked account even though you have no open accounts at ING. Also, if you felt it was a liability, as I did, to have on-line access available to ING with-out any open accounts and still have your externally linked account � when you try and cancel on-line access to ING you wil be told that they can prevent access to ING and in turn the externally linked account but you will never be able to do business with ING again. Below are e-mails, recent, that have been copied and pasted here.

�Dear Miles,

Since you agreed to the Electronic Delivery Disclosure Notice (EDDN), you will receive all communications including statements and tax forms electronically. As a result, your 2011 tax form won�t be mailed to you.

Please know that we keep your personal information so that you can retrieve your statements, tax forms and open accounts in the future. We�re unable to make an exception and remove this information from our records even though you have no open accounts with us.

However, we�re able to disable your online access. This will also result in your 2011 1099 being mailed to your address on file. If you�d like to take advantage of this option, please respond to this email. Please keep in mind that disabling your access online will result in no other person including you, accessing your information online or on the phone. This will also prohibit you from opening any accounts with ING DIRECT in the future

Thanks,

Danielle Delgrego
ING DIRECT�

�Dear Miles,

This email will confirm that we have removed your online access, and also removed you from our marketing distribution lists. Keep in mind that you will not be able to open any additional ING DIRECT accounts in the future.

Thanks,

Mike Wynne
ING DIRECT�

Does that sound right to you??? Once an ING cutsomer it�s forever or never again.

I believe it�s true at this time. Sounds wrong to me.

Anonymous 5/4/11 11:39AM
My name is Reverend Barbara Oliver, over the weekend The representative from Citi Bank, opened savings and checking accounts for my brother Harold T. Bowles. Banking is very new to him, and he has been awarded a very large sum of money. Kim suggested that I help him open a saving account with ING, because he would be able to save, and the rates and interest are better. Yesterday I took the time and opeded the account, the final part was informtion that had to be verfied with and by him, I wanted to 3way the call because I know he would be nervous, and defenseive, and he would not answer readily, Well long story short, He called this morning several times, finally in complete frustration he just gave up. I called and spoke to a supervisor his name is Ken Sell, I have never in my life heard of an insitution that is so cold, and uncaring, Tyrone in not computer literate, he is re-entering back into society he does not have the skills, that most of have due to working and being in the work force, but to tell me that Tyrone is not the kind of customer you would have, and that your institution will not allow him to have an account. Whowww are you really that shallow, Well I am not sure what to do, after all there is no office for him to walk into and get help like at city Bank. in case you want to look into this matter his number is 116733344. I am his Sister, I can be reached at 646 - 465 2084 or At work 718 - 392 - 5626. my mail address is boliver@unitedac.com. I hope that the representatives I spoke to and Mr. Sell are not a true reflection of what ING is all about.
Regards
Reverend Barbara Oliver

Ms.oliver 4/5/11 9:52AM
Tried to set up a checking account and the fraud detection department closed me down because they couldn't verify my address. I have tried to contact others and get no help or explanation. My address is all over my credit report and my other mail comes here??? Granted, I am a missionary and I'm only at this address in between years of services on the foreign field. They didn't give any verification options. Oh well.

D.H. 3/22/11 3:40PM
Wow! - I was about to open an ING account - and decided not to based on this feedback - thanks for taking the time to document ... interesting thing, when I reviewed the positive feedback 80 - 90% of the positive feedback was anonymous... quite suspicious! - I would expect folks to be more open about positive feedback...

called Saturday around 2:00p.m. to test out the customer service line... was on hold for a long time... recording stated "forecasted hold time is one minute"... that was after 2 minutes of holding...

Thanks for the info - saved me a big headache!

Chuck 2/12/11 12:04PM
Disgusting customer service, make unauthorised changes to your account. Then refuse to fix it. Will not let you talk to their supervisor.

aussie 2/9/11 11:20PM
I HAVE BEEN TRYING TO GET INTO MY ACCOUNT FOR SEVERAL MONTHS NOW (A YEAR).I HAVE CLICKED ON FORGOT PASSWORD AND USER NAME AND ALL I GET IS A BUNCH OF E-MAILS WITH NO INFORMATION OR HINT OF WHAT MY PASSWORD AND USER NAME EVEN ARE.I HAVE TYPED IN MY SSN AND OTHER INFORMATION THAT THEY ASK ME FOR AND THEIR SAYING WRONG WHITCH IS A BUNCH OF BS!I HAVE ALSO CALLED SEVERAL TIMES.WHY IS THERE A PHONE IF THEIR NOT GOING TO ANSWER IT AND HELP SOMBODY???THIS IS BS!!!RHONDA J.SCHOOLCRAFT

rhonda65 2/5/11 3:19PM
ING denied my life insurance application because my Prolactin (a hormone) levels are high. The representative in San Diego messed up my application and she did not advise me not cancel my old policy with MetLife. I did not receive a call or email explaining and I do not have any contacts to appeal such unfair decision. This service is terrible, I applied in Oct 2010 and just until a few days ago I received answer (today is Jan 4, 2011). They do not care. I am now a 47 years old uninsurable guy. Thanks a lot ING.

Marelli 1/4/11 1:17PM
I just called this number 0327197818 ext:8213 to enquiries on my account status. They way of the ING staff talking is suck and so rude. Even she just hang out my call while I'm still asking. ING for sure have the worst customer service ever. Customer treated just like nothing.

Thomas Gan 1/3/11 9:22PM
I contacted the company regarding verifying my husband's joint account. I explained to the representative that I was having problems verifying the information, which I was not notifed to do until I tried to transfer funds. The rep. stated that I needed the joint holder's ID. I explained that I was trying to get it and that the joint holder was my husband, as well as my husband did not know any of the information regarding the account, because I set it up. During this process, I was trying to get the ID off the website. I told the rep. that my husband was here if needed. The rep. stated something to the effect that he needed the ID. I again explained to him that I am trying to get it. I guess he wanted it from my husband and was aluding that I was not my husband and that I did not have the rights to his information. I tried not to become upset with the rep., but his tone of voice started to become rude. I then handed my husband the phone, to which he had no clue regarding this account. In passing the phone to my husband, I stated that this MF is getting on my nerves! The rep. stated that he was ending the call. Works for me. I have never had a problem with INGDirect's customer service, but his customer service, was far from excellent. Please send him to customer training ASAP. If he needed to speak to my husband, that's all he had to say! Thanks to myself, I figured out how to make the transfer. People remember they work for you, not the other way around!!!!!!!!!!

blacsilk 11/15/10 5:17PM
I put a sell limit order on BMY at $28.00 at Sharebuilder and it hit that target Sept. 14th 2010 of $28.00 later that month, but Sharebuilder did not execute my limit sale order. Why is that? BMY hit the $28.00 mark not once, bt TWICE according to BMY represntatives. On Sept. 21st 2010 and Sept. 23rd 2010

Sharebuilder tried to say it was something about the price not staying at $28.00 long enough and then switched to some exuse of the ask and bid price of the stock. If I put a sell limit order of a stock at a certain price, I expect it to be sold at that price. What say you. BMY price target of $28.00 hit twice, once Sept 21st and then again Sept 23rd and still not sold by Sharebuilder at my limit sell price.

During tough ecomonic times, money was taken out of my pocket to feed my family and pay my bills. Is this what ING bank and Sharebuilder is all about?

Anonymous 10/28/10 7:42PM
Nothing like having the website be down when I'm trying to sell off stocks on Sharebuilder in order to lock in profits. Too late. All my profits are gone due to your stupid website. The SECOND I get back online, I'm switching my accounts to Scottrade.

Anonymous 10/27/10 8:04AM
I have a few accounts with ING for years now. I cannot tell you how furious I get when I want to go to your website. What is up with all those sites listed that take you nowhere? It also seems they change every other day. Is all that nonsense necessary, when all customer wants to do is login and look at their account page? As a matter of fact, it makes one a little queazy as to the security of these pages.

Bobbee Lee 8/18/10 2:02PM
Been trying to consolidate my super accounts for THREE FRIGGIN' MONTHS NOW. ING are refusing to acknowledge any of my applications, haven't responded to a single email of mine EVER, and I've spent a total on 13 hours on hold to their customer service department without ever getting through to anyone. Screw this for a joke. My money is going elsewhere and they sure as hell better not dare charge me the exit fees. F.O.S. complaint active.

bob2g 6/20/10 10:11PM
I reached a live person easily enough, but she was not very knowledable. I have the online checking acct and I was trying to get a check mailed to me to present to my neighbor after sponsoring her in a charity event. The rep was very unsure if I could do this not, it took about 15 mins and several times on hold only to be told that this could not be done. ??? I used their online customer service contact (email) to find out if the rep was correct. I'm still waiting for a response (Feb 22). Actually I have given up on them and started looking elsewhere.

LVAces 3/17/10 1:16PM
ING lost 8 year, 6 figure customer because they couldn't figure out a way to transfer money efficiently. What idiots.

Pajamaspam 3/3/10 3:24PM
ING errantly issued two withdrawals from my savings account into another customer's ShareBuilder account. It was not until I inquired about the transfer notices that they promised to reverse the transactions. The customer service representative promised to "reach out" to me when the reversals were complete, but he did not. I simply received an automated email notice. Incredibly trust-shattering and underwhelming customer service from a company I once held in high regard.

Anonymous 2/25/10 1:36PM
ING customer service is impossible to reach, its just a computer voice 24/7!

Anonymous 12/12/09 5:58PM
I agree with the first poster that I felt that they would rather not have me as a customer. I am sticking it out for now, but I am looking to bail.

kbou 10/17/09 7:50AM
Evidently, everyone else has had a lot more luck witn ING than we had. Every time I would call with a question or request, I would get the feeling that I was bothering them and it happened so often that we eventually took our money elsewhere.

Brett 8/23/09 2:04PM

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We have two ING mortgages and a HELOC so it's fair to say we've spoken many times to customer service. The company has some of the best trained support staff -courteous, knowledgeable and prompt (no long waits on hold) - we've come across in a long time.

satisfyING 1/31/12 5:47PM
You get right through to a live person. People are friendly. One of the best I deal with.

ErnieJ 12/27/11 10:50AM
I have had several savings account with ING over the years and recently opened a checking account with them. I have NEVER had a problem with them or their service. I LOVE their checking because they do not chargbe overdraft fees. Every other bank I have dealt with should be fined for their overdraft charges and service fees. It outragous that they are kick people while they are down. You can never get on track once you start paying the back overdraft charges. I would recommend ING to anyone!!!!

nicolem2180 9/1/11 6:50PM
I have had no issues every time I call. Banking is easy and the lack of fees is good for me. Overall nice work so far ING, but keep it up

Anonymous 3/10/11 1:14PM
Good customer service. Their "Conveyancing Partner" Enact are hopeless though.

Anonymous 3/7/11 9:59AM
i have had accounts with INGdirect for many many years and never had even a slight scare until this morning. their site was apparently down, and i got thru to check my holdings on their phone interactive.

they're SUPERB.

EmmaPeel 1/21/11 5:44AM
this company is great and the service is amazing

dolphins 7/11/10 1:02PM
Quick answer prompt service great results.

Anonymous 4/28/10 3:20PM
Have a few different accounts with ING and have never had a problem. Interest rates on savings accounts are among the best. Their website is easy to use and when/if you have to phone for info or assistance the staff is great and I've never had to wait on hold.

All in all, a very good institution to deal with and I highly recommend.

meme 4/23/10 6:52PM
I called to check my balance. A live person immediately picked up and read my balance aloud. The process was much quicker than a computerized voice. Love their customer service.

Anonymous 3/24/10 12:00PM
In general I have had no problems with customer service except once in three years with a rude unknowledgeable rep. In fairness with an email the problem was fixed but it never should have happened. My other problem is when you offer 4.00% int. rate to get you to open an account and you start socking money into your account only to watch the rates go down sometimes twice a month to what is now 1.15% int. in a saving account. It is time to start looking somewhere else.

anonymous 2/21/10 9:23AM
Matt answered the call on the first ring. No annoying menu tree. Just a person on the phone. A person who understood what I needed, and took care of it. In this day and age, reaching a live person on a customer service line on one ring is AMAZING! Thanks, ING!

Anonymous 10/1/09 8:32PM
Was great, sent directly to a English speaking employee without having to select anything from a menu. Issue was resolved within 5 minutes and I was back on my way.

Thanks

Anonymous 8/5/09 1:53PM
The rep was helpful and attentive; would not hesitate to call them again.

Anonymous 8/5/09 11:41AM
CSR was kind and polite and answered all my questions. Wait time was short and I did not encounter the usual maze of voice or number prompts.

Anonymous 8/5/09 10:00AM
Thank you for the help. This is a great direct number and the company provides EXCELLENT customer service!

Ricochet 6/25/09 9:30AM
Someone answered within 30 seconds, another 30 seconds and I had the information I needed.

Anonymous 2/20/09 9:42AM
The are always so very helpful. I love this coompany for saving my money.

dslshines 1/23/09 11:34AM
Was really a promt and great service with this number

zubero 12/11/08 12:26PM
This number was quick.

Thanks.

Anonymous 7/9/08 9:10AM

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