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ING

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ING Australia is a fully digital, branchless bank known for strong customer service, earning its reputation as "Australia’s most recommended bank." Despite not having physical branches, ING provides robust customer support through phone lines and secure digital channels, all available 24/7. Customers consistently praise the helpfulness, friendliness, and reliability of ING’s Australian-based customer service team.

With a focus on convenient and accessible banking, ING ensures customers can confidently bank "anywhere, anytime." Its strong reputation is reflected in consistently high customer satisfaction scores among Australian banks, underscoring the trust customers place in ING’s service.

Although widely praised, ING customers occasionally report certain recurring issues:

• Difficulty Contacting Support: Increased wait times, especially post-pandemic, for phone and online messaging have led some customers to experience delays when resolving urgent concerns.
  
  
• Account Security Holds: Unexpected freezing of accounts for security purposes or fraud checks has frustrated some customers, particularly when resolutions took multiple contacts to clarify.
  
  
• Fraud & Scam Resolution: Customers have occasionally expressed dissatisfaction with ING’s fraud investigation timelines and outcomes, reporting lengthy resolution processes and partial reimbursements.
  
  
• Fees and Bonus Conditions: Frustration arises when customers overlook or misunderstand ING’s conditions for fee waivers or bonus interest, causing unexpected charges.
  
  
• Loan & Transaction Delays: While day-to-day banking is seamless, complex processes such as home loans, deceased estate management, or cheque deposits have occasionally led to confusion or delayed outcomes.
  
  

Being aware of these potential pain points helps you proactively navigate ING services effectively and escalate if required.

ING Australia provides several convenient support options:

1. Phone Support (24/7)

• Call 133 464 within Australia or +61 2 9028 4077 from overseas (charges apply).
  
  
• Have your Client Number ready for faster assistance.
  
  

2. Secure In-App Messaging

• Log in via the ING app or online banking to send secure messages for non-urgent queries. Typical response time is within 24 hours.
  
  

3. Online Help & FAQs

• Visit ING’s comprehensive Help & Support Hub for self-service guides on common issues like transaction disputes, account details updates, or PIN resets.
  
  

4. In-Person via Australia Post

• For cash deposits and cheque transactions, ING partners with Bank@Post services at Australia Post outlets nationwide.
  
  

5. Accessibility Services

• Non-English speakers: Request assistance via Translating and Interpreting Service (TIS).
  
  
• Deaf, hearing, or speech-impaired customers: Use the National Relay Service (NRS) and provide ING’s number (133 464).
  
  

6. Complaints & Escalation

• Contact the dedicated complaints team via customer.complaints.au@ing.com or call 133 464 and request the complaints department. Postal address: ING – Complaints Resolution, GPO Box 4094, Sydney NSW 2001.
  
  

7. Social Media

• General support queries can be directed to ING’s social media accounts (Twitter, Facebook), but account-specific issues require direct contact via secure channels.
  
  

Tip: Always keep your Client Number handy and verify your identity securely during any contact.

Understanding ING’s policies ensures smooth banking:

• Refunds & Transaction Disputes: If charged incorrectly or scammed, ING assists via Visa chargeback processes. Report issues promptly (ideally within 45-120 days). Unauthorised transactions typically incur no liability if reported immediately.
  
  
• Returns Policy: ING offers a cooling-off period (typically around 21 days) for insurance policies, allowing cancellation for a full refund if unused.
  
  
• Cancellation Policy: Deposit accounts and transaction accounts have no closure fees. Loans (personal/home loans) and credit cards can be closed anytime, though fixed-rate home loans might incur break costs.
  
  
• Price Match & Retention: While no official price match policy exists, ING may offer competitive retention rates upon customer request, particularly for home loans.
  
  
• Warranty & Guarantees: Deposits are government-guaranteed (up to $250,000). ING complies with ePayments Code, offering reimbursement for unauthorised transactions if fraud occurs without customer negligence.
  
  
• Shipping & Card Delivery: Debit/credit cards typically arrive via Australia Post within 5 business days after request, with no delivery fees. Urgent replacements may be available by request.