Still waiting on a ING refund?
Can you get a refund from ING? Check eligibility first
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.
How to get a refund from ING
Follow these clear steps to successfully submit a refund request to ING:
- Attempt Merchant Resolution First: Contact the merchant directly to request a refund. If unsuccessful, proceed with ING.
- Gather Evidence: Collect invoices, receipts, confirmation emails, and any correspondence relevant to your case.
- 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.
- Submit to ING: Email the completed form to card.investigations.au@ing.com. Expect an auto-confirmation email with your case reference.
- 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.
- Investigation by ING: ING’s team reviews your claim, liaises with Visa and the merchant's bank, and may contact you for more info.
- Provisional Credit (Possible): ING sometimes provides an immediate provisional refund while investigating, particularly for clear fraud cases.
- Await Resolution & Respond Promptly: Stay alert to emails or calls from ING requesting additional information.
- Receive Outcome & Refund: If approved, your refund is credited permanently. If denied, ING provides the reason.
ING’s refund timeframe - how long it takes
- 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.
ING’s refund methods - how you'll get your money back
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.
Common refund issues with ING
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.
ING cases submitted through Ajust
McDonald’s double-charged my card and the manager refused to refund me, telling me to go through the bank instead. I expected ING to help sort it quickly, but the back-and-forth made it feel impossible to get my money back. I just wanted a simple fix, not another layer of hassle. - Casey
I reported a $1200 ATM withdrawal I didn’t make, and weeks later ING still hadn’t refunded me or provided updates. It’s hard enough dealing with financial stress, but waiting for fairness made everything worse. I just need that money back. - Suzana
After being scammed out of more than $29,000, I lodged a dispute with ING hoping for support. They credited me $150 while “investigating,” but that barely covered essentials. It’s been months and I’m still waiting for real action or reimbursement. - Kirsten-lee
I mistakenly transferred around $4000 to the wrong account and ING closed the case without helping me recover it. Paying everything twice just to stay afloat was devastating. I don’t understand how a bank can’t assist in getting my money returned. - Ryan
Customer experiences with ING refund cases
Swift Fraud Resolution: Rapid response with immediate provisional credit, final refund completed within two weeks.
Lengthy but Successful Dispute: Resolution after 83 days, persistence and patience led to a positive outcome.
Instant Provisional Credit: Immediate refund provided the same day as dispute lodged, final approval within two weeks.
How ING Refund Policy Compares to Competitors
- ING vs. Big Four Banks (CommBank, NAB, ANZ, Westpac): Policies similar due to Visa/Mastercard standards. Big banks may offer faster dispute resolutions and multiple service channels (branches, apps), whereas ING uses primarily email/phone.
- ING vs. Online Banks (Up, UBank): Similar processes, but newer digital banks might offer snappier support via in-app chats. ING holds an advantage with established fraud resolution experience and comprehensive customer support infrastructure.
- ING vs. Traditional Banks on Experience: Traditional banks offer face-to-face branch interactions. ING’s online-only model can feel impersonal but streamlined, with fewer departmental hand-offs.
- Unique ING Considerations: ING’s simplicity, 24/7 customer line, and trusted brand counterbalance occasional communication delays. Refund protections equivalent across industry standards.
ING Refund FAQs
What ING transactions are actually eligible for a refund or chargeback?
ING refunds apply when a transaction is unauthorised, incorrect, duplicated, or when goods or services weren’t delivered as promised. This gives you protection for fraud, billing errors, and most legitimate disputes. If the payment was authorised but simply regretted, or sent via EFTPOS or bank transfer, ING can’t typically reverse it. Knowing this early saves time and helps you decide whether to go straight to a chargeback or request a merchant fix first.
How long does an ING refund or chargeback normally take?
Most ING refunds or chargebacks take between two and eight weeks. Fraud cases are usually resolved faster because they fall under ING Secure. More complex purchase disputes can stretch toward three months if Visa needs extra evidence or if the merchant challenges the claim. If you’re time-poor or worried it’s dragging on, keep an eye on emails and follow up with your case reference to avoid unnecessary delays.
What should I do before submitting ING’s Disputed Transaction Form?
You should always try the merchant first and collect proof like receipts, emails, timelines, or photos. ING relies on this evidence to meet Visa chargeback rules and strengthen your chances of success. Going in organised avoids back-and-forth and reduces waiting time, which matters most for busy parents and anyone who wants a quick, clean resolution. Once you’re ready, submit the form with all supporting documents so ING can assess it without delay.
Why would ING reject a refund or chargeback request?
ING may reject a refund if the payment was authorised, falls outside Visa’s dispute rules, or wasn’t submitted within the required time window. Situations like buyer’s remorse, forgotten subscription cancellations, or voluntary payments to scammers usually aren’t covered. Understanding these limits upfront helps you avoid wasted effort and decide whether to escalate with AFCA or use a consumer-advocacy tool like Ajust for clearer next steps.
You deserve your money back, don’t let it slip away.
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