Had an issue with ING? Get a real response.
How to submit a complaint with ING
Submitting a complaint with ING is straightforward. Here’s how to lodge your complaint easily and efficiently:
- By Phone: Call ING's 24/7 hotline at 13 34 64 (133 464) within Australia. If overseas, dial +61 2 9028 4077. Clearly state your issue and ask for a complaint reference number.
- Email: Send details of your complaint to customer.complaints.au@ing.com. Include your full name, contact details, account information, and specifics of your issue.
- Secure Online Message: Log into ING’s online banking or the mobile app, and select "Message Us" to securely lodge your complaint at any time.
- Mail: Write to “ING – Complaints Resolution, GPO Box 4094, Sydney NSW 2001” (reply-paid, no postage required). Include essential details clearly in your letter.
Quick Tips:
- Clearly describe your complaint: what, when, and the impact.
- Specify your desired outcome (e.g., refund, correction, apology).
- Obtain a reference or confirmation to track your complaint.
ING has a clear and transparent complaints process:
- Acknowledgment & Case Assignment: ING acknowledges complaints within one business day, providing a reference number and assigning a Customer Resolution Officer.
- Investigation (Typically 5 Days): ING aims to resolve complaints quickly, often within 5 business days. Complex cases may take longer but you'll be updated regularly.
- Communication & Updates: Expect updates every 10 business days for longer investigations. ING may request additional information during this period.
- Resolution & Outcome Communication: You’ll receive clear communication outlining the findings and the resolution (e.g., corrections, apologies, or explanations).
- Complex Complaints Timelines: Credit-related complaints may take up to 21 days, banking product issues up to 30 days, and superannuation matters up to 45 days. ING notifies you if more time is needed.
- Customer Advocate Review: ING’s internal Customer Advocate independently ensures your complaint is handled fairly. If dissatisfied, you can reach out at customer.advocate@ing.com.au.
ING aims for fairness, clarity, and timely resolutions, actively encouraging customer feedback for continual improvement.
Common complaints against ING
Understanding common complaints helps you navigate issues more effectively:
- Difficulty Contacting Customer Service: Long call wait times and delays in responses via online messaging. (Tip: Use secure in-app messaging or call during off-peak hours.)
- Account Restrictions & Freezes: Accounts unexpectedly locked due to security checks. (Tip: Contact ING immediately and request the fraud/security team for swift verification.)
- Mobile App and Online Banking Glitches: Technical errors, slow updates, or incorrect balances following app upgrades. (Tip: Check ING’s status page/social media for widespread issues and expected resolution timelines.)
- Verification & Onboarding Delays: Extended verification periods when opening accounts or updating details. (Tip: Provide requested documents promptly, and escalate via formal complaint if delayed excessively.)
- Fees, Rates & Promotions Confusion: Issues around conditions for bonus interest or unexpected international fees. (Tip: Clearly understand the terms, and formally complain if conditions seem incorrectly applied.)
- Fraud & Security Complaint Handling: Delays in investigating or reimbursing fraudulent activities. (Tip: Report fraud immediately, escalate internally if unsatisfied, and involve external bodies like AFCA if necessary.)
Knowing these common complaints helps set expectations and informs effective complaint management.
ING complaints submitted through Ajust
I suddenly lost access to my ING account when it was temporarily locked without warning. I rely on it for everyday spending, so being shut out left me stressed and anxious about managing my finances. What made it worse was not knowing why it happened or how long it would last. I just needed clear answers and timely help to get back control of my money. - Valerie
ING froze my bank account for weeks with no explanation, leaving me unable to access my own money. I kept reaching out but felt ignored and pushed aside instead of supported. The lack of communication made an already stressful situation much worse, especially when I needed certainty and fairness. All I wanted was transparency and the ability to move my money elsewhere. - Malcolm
My account was frozen after a taxation status enquiry, and I wasn’t warned beforehand. I spent hours waiting on calls, sent my passport as requested, and followed every step, yet nothing was resolved. I couldn’t buy groceries or pay bills and had to email under hardship because I work full time. The silence and delays made an urgent issue feel completely disregarded. - Lisa
I submitted a mortgage discharge request to ING so I could refinance under court orders, but weeks passed with no action. Despite approved finance and my solicitor being ready, I kept chasing ING with no outcome. The delays put me at risk of breaching legal deadlines through no fault of my own. I needed urgency and accountability, not silence. - Darren
How other consumers ING complaints got resolved
Duplicate Transaction Resolution:
Issue: Customer was charged twice ($90) due to a technical glitch.
Resolution: Persistent follow-up led ING to refund the amount fully after a 68-day investigation.
Fraud Reimbursement After Escalation:
Issue: ATM withdrawal error wrongly declined by ING initially.
Resolution: Escalation to AFCA resulted in ING refunding $900 plus ATM fees.
Delayed Account Verification:
Issue: Customer faced weeks-long onboarding delay.
Resolution: Formal written complaint expedited resolution, accompanied by a goodwill gesture.
If your complaint remains unresolved, use these escalation pathways:
- Internal Escalation: Request a senior review or management involvement. Clearly express dissatisfaction and desired outcomes.
- ING Customer Advocate: Contact at customer.advocate@ing.com.au for independent internal review if unsatisfied with initial handling.
- Specialist Internal Teams: Escalate urgent matters (e.g., hardship or fraud) to specialist teams by clearly stating urgency or financial impacts.
- Persistent Follow-Up: Regularly follow up, referencing promised timelines or overdue resolutions.
- Final Internal Review: If resolution exceeds ING’s policy timeframes (21-45 days depending on complaint type), consider external escalation.
Escalating internally is often enough, as ING aims to resolve issues before external parties become involved.
External bodies provide additional oversight if ING’s resolution is inadequate:
- Australian Financial Complaints Authority (AFCA):
- Lodge complaints at afca.org.au or call 1800 931 678.
- AFCA mediates and binds ING to fair outcomes. Usually involved after 30 days of internal delays or final dissatisfaction.
- Lodge complaints at afca.org.au or call 1800 931 678.
- ASIC/ACCC: Report broader misconduct or breaches of consumer protection:
- ASIC: financial misconduct (ASIC Complaints).
- ACCC: consumer law issues (ACCC Complaints).
- ASIC: financial misconduct (ASIC Complaints).
- Privacy Commissioner (OAIC): Report privacy issues at oaic.gov.au.
- Legal Action: Rarely needed, but legal recourse is available if AFCA or regulators can’t address the severity or complexity of your case.
External escalation motivates fair internal resolutions, ensuring your rights are upheld.
- ING Complaints and Disputes
- Email: customer.complaints.au@ing.com
- Phone: 13 34 64 (133 464), Overseas: +61 2 9028 4077
- Customer Advocate Charter (PDF)
- AFCA – Lodge a Complaint
- ASIC – MoneySmart Complaints Guide
- Privacy Complaints (OAIC)
- ING Help Centre
ING Complaints FAQs
Why is ING known for strong customer support despite having no branches?
ING is known for strong customer support because it offers 24/7 access to Australian-based teams through phone and secure digital channels. Even without physical branches, customers can get help anytime via phone, in-app messaging, and online support tools. This fully digital model suits customers who want convenient, anywhere-anytime banking, and it has helped ING consistently achieve high customer satisfaction and recommendation scores across Australia.
What are the most common ING customer complaints I should be aware of?
The most common ING customer complaints relate to support wait times, account security holds, and fraud investigation delays. Customers also report confusion around bonus interest conditions, unexpected fees, and slower resolution for complex matters like loans or deceased estates. Knowing these pain points early helps you prepare documents, contact support proactively, and escalate quickly if your issue isn’t progressing.
What is the fastest way to contact ING customer support for urgent issues?
The fastest way to contact ING for urgent issues is by calling their 24/7 phone support on 133 464 with your Client Number ready. Phone support is best for locked accounts, fraud concerns, or time-sensitive problems. Secure in-app messaging is useful for non-urgent queries, but response times can be slower during peak periods, so calling during off-peak hours can reduce wait times.
What should I do if ING freezes my account or doesn’t resolve my issue?
If ING freezes your account or your issue remains unresolved, contact support immediately and request clarification after completing identity checks. If delays continue, escalate to ING’s complaints team directly by phone or email. For ongoing disputes, you can escalate externally to the Australian Financial Complaints Authority. Acting quickly and following the formal complaints process improves your chances of faster access and a clear outcome.
You’ve done your part, now it’s time to hold ING accountable.
Take the final step and submit a complaint that gets seen and responded to.