ING Australia Avis 1 947

I was very happy with this bank until I tried to call them on the phone, worst customer service ever!

Was scammed and ING refuse to assist. They take no responsibility and hide behind any terms and conditions that they can twist in their favour. A loyal customer for more than 20 years, and they still didn't care to assist. Had to take matter further. Their investgiations were a 90 day working day wait to be looked at! If they actioned immediately, maybe something could have been done. Instead they say "scammers are very good at their job!" What a copout!
Will be closing all accounts with this bank.

Absolutely horrible! They simply hate their loyal customers!

I've been banking with them for 9 years or so and have a substantial amount of money deposited with them (>100k). My superannuation is also paid fortnightly into an account. I was rather shocked to be quickly rejected for a credit card. I have a credit card with one of the big banks, with a 10k limit, no debt, excellent credit rating and own our house. It seemed like a very clear prejudice against people who are retired. Very tempted to take my deposits elsewhere.

I’ve used ING for years and never had any problems with them. They provide an inexpensive no-frills service. For that, they are one of, if not the best, in the business. Their app ‘was’ modern looking and reliable. I only have one issue with them and that’s the forced release of their new app. It’s so bad I’m considering moving banks just to avoid the stress of using such ugly and unreliable bit of software. It might be more secure etc but user experience is horrendous. A crying shame.

They said they didn't care if I stayed with them worst customer service ever experienced from anywhere 🤮

I’ve always had a good sense of when a company is pulling a swiftly, never felt like that with this bank. Been with them for years now and love it. No atm or international transaction fees, no account fees like scummy commonwealth etc. Brilliant

Stay away from ING if you can!
I have been banking with them for over 17 years and only found out recently that there is no such thing as customer service. On top of that, ING is now using a dodgy third party to conduct ID verification and a third world IT/ banking system that definitely will screw you up.
ING requires ID verification when I, an existing customer, want to open a term deposit account. After verifying my passport, the system asks for another form of ID. However, it does not accept my WA Driver's Licence and Medicare card for no reason. Then, ING told me to update/verify my personal details with the third party. I have nothing to do with that third party. It is obvious ING has offloaded its main task to a third party for ID verification to save running cost. That third party is not supposed to collect my personal details because I am not doing business with them. What if they use my personal details for other purposes and/or hacked, ING will not be responsible for all these. I am an existing customer who just moves my own money from one area of the bank to another area. There is no need to verify my ID again. If I am a new customer or apply for a loan, this step is crucial. It is obvious ING operates on a primitive IT/banking system to save money without any concern for the problems/inconvenience caused to customers. Neither does ING care about the potential data leak from the third party, nor the possible illegal activities conducted behind the scene. The ridiculous thing is ING does not need me to verify my ID when I transfer my money out. I can tell this is not something about security.
When I ring ING, it takes more than half an hour for someone to answer the call. However, that person will not be able to help me to achieve anything.
I am moving my money away because I am afraid they will lock me out one day. I know some customers have already had their accounts locked as a result of unwarranted ID verification by this dodgy third party.

Disappointing customer service. Unhelpful. This feels like the level of service you would expect from a call centre 30 years ago, not from a banking institution looking after your finances! Really shocked.

Rang 133 464 to question why my transfer to a linked account hasn't gone through, Waited one hour and one minute for somebody to answer.

Over one hour! Only to be told standard is one to two days on maximiser accounts. ING obviously does not know that we are in 2026 and that we have the infrastructure to facilitate instant transfers.

Even with the decreasing number of branches they could hand write a voucher and walk it over to a branch in less time.

Don't bother with ING, they try to lure customers with a temporary higher savings rate, but after three weeks they couldn't even activate an account. I wasted too much time and money just trying to put my own money in a high interest savings account.

I was told by 3 separate people that my case has been escalated to the team responsible, and to give them 2-5 business days to correct the error (twice!) and they still can't activate an account. I'll take my money elsewhere while I can. At this rate they will be shut down before I get the chance!

Had no problems with ING at all. Same day transfer to other banks. I had a card transaction dispute and they were great. Wish though interest rates for savings better.

Ing is difficult to deal with about complaint

I had a transaction to transfer money from Ing to another bank in Jan 2026. It's my mistake that I mistyped one digit of the receiving account number. However, the transfer has gone through. Obviously, Ing doesn't match account name to account number.

I then followed up with Ing and it took more than a month for Ing to find the lost transfer (not the fund). I had to tell them when, which bank and amount etc.

Then Ing took another 2-3 weeks to put the money back into my Ing account which is very annoying.

I raised a complaint (Ref: 00723101) but the complaint manager kept telling me how Ing works in balancing scam prevention and customer service.

It's disappointing because it took so long and Ing doesn't realise or think this is the reason of complaint.

Extremely disappointing experience with this bank.
I was repeatedly targeted with ads promoting a “10-minute personal loan” process. As an existing customer with an excellent credit history, I trusted the messaging. The application even displayed a pre-qualified screen indicating I was likely to be approved based on my profile.
That turned out to be meaningless.
The application process itself was confusing and poorly designed. Expense questions were unclear, and at one point I was given the option to either link my external bank account for automatic data access or provide statements manually. I chose to provide statements.
I was never asked for them.
Instead, within minutes of entering my details, I received an automated rejection.
No meaningful explanation. No document review. No transparency about how the decision was made.
What concerns me most is that this wasn’t just an inconvenience. This was a formal credit enquiry recorded against my file. For a bank to aggressively market “pre-qualified” offers and then instantly reject applications through an opaque automated system is irresponsible.
Afterwards, I spent hours trying to get clarity. The only response I received was that “the system made the decision.” There was no proper review and no accountability.
The entire experience felt like a marketing funnel designed for speed, not fairness.
If this is the direction the bank is heading, customers should be very cautious before trusting their “instant approval” claims.
I expected better from a major financial institution.

Absolutely a joke asking people for additional information on who the customer is solely basing it on orders from austrac. This is the people who do fraud checks why are basic customers not being told who this is or why? Also what risk am I and who is this information being shared with? Because your customer service has no idea and if we choose not to give anymore information we are threatened with your account being terminated. No bank branches to actually go and see someone face to face it’s now feels like everyone owns you if don’t do it then your out why is big business not customer friendly anymore. The amount it costs to use this account when you don’t have a single atm in qld and the threats from your staff including the supervisors for over ten years I’ve been a customer now it’s time to go elsewhere. this bank does nothing for it’s customers . Another thing if you’re company is available 24/7 why did I have to make 5 phone calls to get in touch. That took more than 90 hours. One return call that I missed nothing to say I’ll try you later now it’s back tome to chase you again. Can’t speak about the other person on the account but only one of us needs to close it which makes no sense. The new moto for Australia (do as your told you don’t have rights anymore if you don’t we will shut you out) one day Australia will wake up.

If I could give it less than one star I would.
I did my research. Wanted to move across from NAB where I had a personal loan I wanted to refinance as well. My loan repayments would’ve been less under ING so affordability wasn’t the issue. My credit score is over 850. The person I spoke to initially was confused why I got rejected looking at all the documentation so then I got put through to the complaints team who were patronising as hell and essentially I don’t meet ING‘s specific criteria so I would like to know what the criteria is when I have a great credit score. I wasn’t after a second loan. I was trying to consolidate loan to move across to them to pay them the interest instead of NAB I have full-time permanent secure employment more than double what their minimum requirements are yet. I don’t meet their specific requirements. I don’t have any other debts. I have a personal loan that’s it. I don’t have credit cards. Don’t have nothing. My housing is literally $480 a fortnight. We don’t have excessive gas and electricity bills. Everything is on a payment plan with them. Our bills are always done. Money is not an issue. I’ve always got money left over and the price of paying their loan was nearly $60 less a fortnight so please explain to me ING. How was I not an acceptable candidate because I’m confused as hell?

Nothing but a scam bank, who deliberately let their customers be scammed and they dont protect them. This bank should be stricken off.

This has been the worst banking experience I’ve ever had.

ING sent me a debit card out of nowhere — I have no memory of ever applying for one. Naturally, I called to find out what was going on, but the experience only got worse from there.

The phone wait time was ridiculous.

I had to repeat my personal details three separate times as I was transferred from person to person.

When it came to verifying my driver licence, the representative insisted it “can’t be digital,” yet couldn’t explain how she would even know whether it was digital or a physical card. The logic simply didn’t make sense. At the end, I didn't get a chance at what I was enquiring about.

The overall attitude was unfriendly, dismissive, and completely unprofessional.

I was prepared to deposit a very large sum of money, but after this experience, I have zero confidence in ING’s competence or customer service. They have lost me as a customer before the relationship even began.

I will never recommend ING Bank to anyone.

DISGUSTING BANK AND STAFF !! I couldn't access anything for 3 days ! I went a whole long weekend without access to my money + the fraud ream would tell me nothing and I had to wait till monday