Still waiting on a

ING

refund?

ING provides refunds under specific circumstances:

• Unauthorised Transactions (Fraud): You're protected under ING Secure for charges you didn't authorise, such as stolen card details. Report quickly. Fraudulent transactions always qualify for refunds.
  
  
• Disputed Purchases: If you authorised a transaction but faced issues like duplicate charges, goods not delivered, defective items, or cancelled services still billed, you can dispute and request a chargeback through ING.
  
  
• Incorrect Fees or Bank Errors: Mistaken fees or interest miscalculations by ING or merchants are eligible for refunds. While ING often fixes these automatically, you can always flag unresolved issues.
  
  
• Chargeback Time Window: Submit disputes promptly. Visa/Mastercard rules (followed by ING) typically allow 45–120 days from the transaction or expected delivery date for claims.
  
  
• Special Visa Network Conditions: Chargebacks via ING require transactions processed through the Visa network. EFTPOS or direct transfers aren't covered under Visa chargeback rights.
  
  
• Exclusions: Buyer’s remorse, forgotten subscription cancellations, and authorised payments to scammers typically aren’t refundable through ING. Direct bank transfers or BPAY transactions also fall outside chargeback protections.
  

Follow these clear steps to successfully submit a refund request to ING:

1. Attempt Merchant Resolution First: Contact the merchant directly to request a refund. If unsuccessful, proceed with ING.
   
   
2. Gather Evidence: Collect invoices, receipts, confirmation emails, and any correspondence relevant to your case.
   
   
3. Complete ING’s Dispute Form: Download and fill out the "Visa Credit/Debit Card Disputed Transaction Form" from ING’s website. Clearly outline the dispute details and attach evidence as needed.
   
   
4. Submit to ING: Email the completed form to card.investigations.au@ing.com. Expect an auto-confirmation email with your case reference.
   
   
5. For Fraud, Call Immediately: Contact ING urgently on 13 34 64 (24/7) or +61 2 9028 4077 if overseas. They'll block your card and initiate an immediate investigation.
   
   
6. Investigation by ING: ING’s team reviews your claim, liaises with Visa and the merchant's bank, and may contact you for more info.
   
   
7. Provisional Credit (Possible): ING sometimes provides an immediate provisional refund while investigating, particularly for clear fraud cases.
   
   
8. Await Resolution & Respond Promptly: Stay alert to emails or calls from ING requesting additional information.
   
   
9. Receive Outcome & Refund: If approved, your refund is credited permanently. If denied, ING provides the reason.
   

• Typical Resolution: Most cases resolved within 2–8 weeks.
  
  
• Fraud Cases: Often quicker, around 2 weeks.
  
  
• Complex Cases: Can stretch longer (up to 3 months).
  
  
• Provisional Credit: Immediate funds may be available temporarily during investigations.
  
  
• Communication Delays: ING’s initial estimate ("81 business days") is overly cautious; most disputes conclude faster.
  

If concerned about delays, regularly follow up using your dispute case reference.

Refunds with ING are simple and secure:

• Direct Account Credits: Refunds credited directly to your ING Orange Everyday or Orange One account.
  
  
• Temporary Dispute Account: ING might use a provisional account while investigating.
  
  
• Closed/Expired Cards: Refunds typically redirected to replacement cards or accounts. Closed accounts refunded via alternative bank transfer or cheque upon arrangement.
  
  
• No Cash or Gift Cards: Refunds exclusively electronic, directly to original payment source.
  
  
• International Refunds: Processed in AUD. Slight currency fluctuations possible due to exchange rates at refund date.
  

Customers commonly face these refund-related issues with ING:

• Long Waiting Times & Communication Gaps: Initial emails citing lengthy timeframes cause anxiety, though refunds typically arrive sooner.
  
  
• Misunderstood Fee Rebates: Some customers misunderstand rebate eligibility conditions, expecting refunds prematurely.
  
  
• Annual Fee Refund Confusion: Annual fees typically not refunded after significant time elapsed post-charge.
  
  
• Authorized Scam Payments: Payments willingly made to scammers often not refundable unless swiftly reported.
  
  
• Persistent Follow-ups Needed: Some cases require ongoing proactive communication for timely resolution.
  

Stay informed of eligibility criteria and proactively follow up to reduce frustration.