Lyla Lindsey
ING Bank Australia is a trading name of ING Bank (Australia) Limited and is wholly owned by the ING Group. The bank offers a range of financial products and services, including savings and transaction accounts, credit cards, home loans, and insurance. ING Bank has received mixed reviews from customers in Australia, with some praising its competitive savings rates, cashback rewards, and low fees, while others have criticised its customer service, security measures, and handling of fraudulent cases. The bank has a rating of 1.5/5 on Trustpilot, with some customers reporting issues with account restrictions, incompetence, and scams. However, others have shared positive experiences, highlighting ING's responsive customer service and lack of issues.
| Characteristics | Values |
|---|---|
| Customer service | Mixed reviews, some praise responsiveness, others criticise long wait times, staff shortage, incompetence, and lack of training |
| Security | Some customers report accounts being hacked, others criticise the use of 4-digit SMS codes for verification |
| Fees | Fee-free banking, no ATM fees, low fees |
| Exchange rates | Low exchange rates |
| Credit card | 1% cashback on purchases |
| Savings | Competitive savings rates, tiered savings accounts with higher variable interest rates for balances over $50,000 |
| Loans | Low-interest loans, cashback rewards, no ongoing monthly or annual fees |
| Insurance | Combined home and contents insurance with savings on the first year's premium when purchased online |
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What You'll Learn
ING's customer service
ING Australia's customer service is a mixed bag, with some customers reporting positive experiences and others expressing dissatisfaction. One of the main points of contention is the lack of physical branches, which can make certain transactions, such as depositing a cheque, more difficult. However, ING waives fees on ATMs from other banks, which some customers find convenient.
ING Australia's customer service team can be contacted via phone, email, or through the ING mobile app and online banking. The bank aims to respond to messages received through the app or online banking within 24 hours, free of charge. There are different phone numbers provided for various types of queries, including general customer service, foreign tax details, bereavement services, and financial support.
Customer reviews reveal a range of experiences with ING Australia's customer service. Some customers praise the bank for its responsive customer service, competitive savings rates, and credit card benefits, such as cashback on purchases. However, others have criticised the bank for long wait times when trying to reach customer service representatives, with one customer reporting a 45-minute wait time.
ING Australia's handling of fraudulent cases and scams has also been a significant point of concern for some customers. Several reviews mention instances of scams and fraudulent activities, with customers feeling that the bank did not adequately investigate or provide support in these situations. There are also complaints about the bank's incompetence, unhelpful staff, and inefficient processes.
Overall, while some customers have reported positive experiences with ING Australia's customer service, there are also a significant number of negative reviews, particularly regarding the handling of fraud and scam cases and the efficiency of their processes.
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ING's security
ING Australia provides online banking services to its customers. While ING claims to provide secure online banking, some customers have reported instances of fraud and scams.
ING customers have reported that the bank does not adequately investigate fraudulent cases and refuses to reimburse stolen funds. Some customers have also reported that their accounts were hacked, leading to temporary freezes and inconveniences.
ING has responded to these concerns by stating that they make every effort to provide optimal security for their clients' data and transactions. They also provide security features and resources to help customers protect themselves, such as a dedicated scams line and information on common scams. ING monitors the internet for imitation websites and apps and works with international authorities to get them taken down quickly.
ING also provides general information and security updates on its website to educate customers about potential risks and how to protect themselves. They advise customers never to click on links in emails to log in to internet banking and to be suspicious of unsolicited messages or emails asking for personal information. ING also states that they will never ask for a customer's PIN or password by phone or email and will never request the download of any software or remote access to devices.
While ING promotes the security of its online banking services, customers should remain vigilant and take advantage of the provided security resources to protect themselves from potential fraud and scams.
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ING's savings accounts
ING offers a range of savings accounts to suit different needs. One of the most popular options is the Savings Maximiser, which is a high-interest savings account offering a competitive, ongoing variable interest rate and no ING fees. This account also includes a 100% interest offset when linked to an Orange Everyday bank account.
The Orange Everyday account is another popular choice, offering benefits such as 1% cashback on eligible utility bills, up to 5.5% variable interest rate for eligible customers, and $0 ING international transaction fees when shopping online and overseas. Joint accounts are also available with this option.
ING also offers a range of insurance options, including cover for loss or damage to your car, as well as hospital and extras cover. Customers can save 15% on their first year's premium when purchasing a policy online.
When considering an ING savings account, it is important to weigh up the benefits and drawbacks to determine if it aligns with your personal needs and preferences.
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ING's home loans
ING offers home loans for buyers, investors, and borrowers looking for a better deal. Their home loans have a low variable interest rate with no ongoing monthly or annual fees. They also offer fixed interest rate home loans for terms of one to five years, with no upfront or break fees.
ING's home loan rates are usually among the lowest offered by a major bank, especially those offered under its Mortgage Simplifier product. The bank also offers a 100% interest offset when its home loans are linked to their Orange Everyday bank account. Customers can also save on fees with 1% cashback on eligible utility bills and $0 ING international transaction fees when shopping online and overseas.
ING does not operate any branches in Australia, so customers must conduct their banking online, through their app, or over the phone. This may be a nuisance for some customers, although it is infrequent. ING also uses AusPost for all their 'in-person' banking.
ING has received mixed reviews for its home loan services. Some customers have praised the bank's competitive rates and simple but useful app interface, while others have criticised their customer service and fraud detection systems. Some customers have also reported issues with scams and fraud, with the bank allegedly refusing to reimburse stolen funds by scammers.
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ING's credit cards
ING offers two main credit cards: the Orange One Low Rate and the Orange One Rewards Platinum. The former is ideal for those seeking a low rate and other added benefits, while the latter is designed for those who want cashback on their spending. Both cards offer no ING international transaction fees when shopping overseas or online, a low % p.a. variable on purchases and cash advances, flexible instalment plans at a lower % p.a. variable, and complimentary international travel insurance. However, a $48 annual fee will be introduced to all Orange One Low Rate Credit Card accounts from 21 July 2025.
ING credit cards provide flexibility in managing finances and making budgeting easier. They also offer instalment plans for big purchases. Additionally, ING credit cards are designed with an angular notch, a feature that helps visually impaired customers differentiate between different payment cards.
ING credit cards have received mixed reviews from customers. Some appreciate the cashback rewards and competitive savings rates, while others have criticised the bank's handling of fraudulent cases and scam-related issues. There are also concerns about the lack of physical branches and the potential for hacking of client accounts.
ING credit cards can be a convenient option for travellers, offering free ATM withdrawals and a low exchange rate. However, some travellers have encountered issues with receiving SMS codes when making online transactions, which can be frustrating.
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Frequently asked questions
ING does not seem to be a good bank for travellers. While some customers have praised the bank for its free ATM withdrawals and low exchange rates, others have complained about the difficulty of receiving SMS codes while overseas.
ING has received mixed reviews when it comes to safety. While some customers have praised the bank for its security features, others have complained about their accounts being hacked or compromised by scammers.
ING offers several benefits to its customers, including fee-free banking, competitive interest rates, cashback rewards, and low fees.
