ING Australia Reviews 

ING have always been excellent in the services and the product of online banking. Always follow through with great outcomes

The new app is abouslutely terrible carnt even notify people etc when paid them leaving this bank
Useless app !!!

They were great until they forced all the customers onto a new app. The new app lost a of useful features, changed the display and layout making it difficult to read your transactions and running balance. I would high recommend changing banks.

If I could leave no stars I would!!
I’ve been trying to change my name with ING for about three months. I’ve submitted every single document possible including a statutory declaration, my drivers license, a Medicare card, divorce certificate, updated birth certificate, etc. I’ve had them notarised by solicitors, JP‘s, pharmacist’s, accountant’s. Nothing is ever accepted. There’s always a problem with ING. I’ve been a customer of theirs for 15 years. But it doesn’t count. There’s always something wrong, another hoop to jump through. I’ve put in a complaint, but I don’t think they care. I’m so annoyed. I know they have to be careful but this is bloody ridiculous.
Wake up ING you’re wrong on this account.
Birth death and marriages don’t handle divorce certificates. It’s handled by the Federal Circuit Court of Australia.
Let me change my name and move forward.
It’s not that difficult. I hope one day this all happens to you or something similar and you’ll understand. I hope it’s just as difficult for you, as you’ve made it for me.

The worst customer experience ever. When you call them up for help it takes 30 minutes to speak to someone. The automated prompts are 90% adds promoting their new app. I’ve switch banks following this experience.

On 29 Oct 2026, I received an email from ing.com.au that they are closing my accounts according to their terms and conditions. No specific reason is provided. The account numbers provided in the email are correct. I use the app to check if the message is in the inbox but it's not. I checked online and the possible cause may be about my ID. I've banked with them for more than 10 years.

After going through my emails regarding KYC, I found an email they send on 28 Sep 2025 and asked me to provide external bank statements for last 12 months. I replied and asked how to provide the document because I can't attach in the message. They replied wiht an email address. I sent it the next day (29 Sep 2025). I then recalled that I haven't received any confirmation about the receipt of my email with documents attached.

I sent message via the app to ask why they're closing my account and if they received my documents on 29 Sep 2025. Of course, no reply yet. I suspect I won't.

Ing Direct KYC is so arogant that they don't confirm or acknowledge receipt. They are the super power and you have to be their slave. Otherwise, they close your account.

I now understand why they get only 1 star.

Customer Service. I have banked with ING for many years and have been happy with their service up until recently. On the 16th of October I was scammed on my Every Day debit card and after ringing ING immediately the card was cancelled. On the Saturday the 17th I had reason to ring ING where I was told that a new card had been ordered. An investigation was made re the scam and concluded very quickly and the money was refunded into my account. The investigation team were terrific and informed me of the outcome so I have no issue with that part, however today the 26th of October I rang ING for an update on my new card and was told that NO NEW CARD HAD BEEN ORDERED. I found this distressing as I have debits pending and don't want to pay penalties for not having the money there. The new card has been ordered today 26/10 by express post but will still be another 5 days. The lady I spoke with was very nice and apologetic but unfortunately that doesn't help with my bills not getting paid. After reading so many of these reviews I'm thinking of looking into other banks and what they offer.

Very bad customer service. Don’t even wasting time with them, disappointed.

Normally, the app and website work fine, but it seems that they have made a recent change and use a questionable service blocked by PiHole. They will not confirm or deny nor assist me with resolving this issue.

I opened an account with this bank on 26 Aug 26, and deposited $300 to get things started. I opted to have my card sent to friends in the Northern Territory, as I was moving to the Philippines on 1 Sep. The card never arrived, went missing in action, so I had to call the bank from overseas to provide security answers and my address in the Philippines for another card to be issued. So far so good, get an email the next day stating the card will arrive in 5 to 10 business days. It is now 14 Oct and still no card has arrived, and I cannot access the $300. I have sent multiple messages to their help desk, so called customer service, to no avail. When I finally cracked it, they escalated my case to a manager. The next day, I get an email stating the manager will call me 1 to 2 days later, subsequently another message a few days later stated an answer will be provided as late as, the end of October. Seriously this bank could not organise a chook raffle. As a result, I have asked to have my $300 transferred to my other bank in Oz, (twice now) and for them to close my account. You guessed it, I have have had no answer or contact from them since 7 Oct, thats 8 days now and counting.
Stay away from this rabble of an organisation if you want to retain your sanity people.

ING are the aboslute pits. Bad, terrible customer service, bullying messages and have no idea how to help a customer. When I first joined the bank several years ago it was really good. Now they think as a customer you OWE them. I am so glad that I cut ties with this bank. And to all those that hold a mortgage with them?? Wait untill you go through a mortgage review and change banks. They are truly awful then. Won't review your current rate and wont let you go either, and when they are forced to they will make it as difficult as possible. Keep far away from this bank. They are nothing but leeches.

I was interested in opening a savings and everyday account, but wanted to quickly have a few questions answered.

"Queue wait times (when trying to call to speak to an actual person) are between 20 and 30 minutes."
seriously??? You want to make money with my money, but can't even be bothered to speak to me????

I guess I'll be taking my savings elsewhere then.

Terrible bank, freezes my account login for no reason andnrheb cusromer service are telling me, allI need to do is create another account from scratch.

ING failed to protect my money. Their security measures failed to secure my funds. Someone hacked my account and stole my entire funds. I’ve been through 9 months of trying to get my money back and they won’t do anything about it. They’re rude, they’re liars, they’re stealers, and I don’t recommend using their products. Save your money from SCAM-NG. I’ve used other banks and I highly recommend UBank.

ING’s verification process is extremely frustrating. I answered security questions more than six times, completed biometric verification, and was still repeatedly told they could not verify that I was actually myself.

Their biometric system does not allow glasses, yet I cannot properly read the screen without them. I only needed a family member to hold the phone slightly further away so I could see the instructions, but even that was not allowed.

Matt and Alex from customer service were extremely rude and condescending. They repeatedly questioned whether I was actually myself and made me feel as though I was being treated like a scammer rather than a genuine customer trying to verify my identity.

The worst part: ING blocked my account and told me to go to a police station because they could not verify my identity.

Security is important, but when your own system repeatedly fails to recognise a genuine customer, the problem needs to be addressed — rather than blaming and humiliating the customer.

NO CUSTOMER SERVICE AT ALL...Spoke to customer service regarding credit card application. He could not care less that my application needed a human rather than automated processing of the application. Had a bad attitude. Question?? why does ING try and get new customers through offering $100 to existing customers and new customers if you cannot look after the ones you already have !! Will not be re-applying in 3 months for a credit card as they state on their email - Forget it!!

Terrible app, terrible service, all in all a totally miserable experience.

I've been banking with ING for over a decade, but their new online banking app is an abomination. For a bank that only provides online banking you'd expect them to be leading the way in that area, but this new app is pathetic in almost every way. No running balances, forced account groupings, forced group totals, and it crashes if your multi tasking and leave it for a couple of seconds to check an account number or something. It's just a joke, and is why I have started looking at other banking options. It's a real demonstration that the bank doesn't think about it's customers and what helpful.

Terrible KYC process - the worst in the industry.

I have banked with ING for more than 10 years.

Never had an issue, don't buy crypto or send money overseas.

Just pay my local bills and my mortgage... LOW RISK - LOL!

These turkeys need to wake up or face losing business. To top it all off, their customer services staff are just RUDE. Their CEO needs to be replaced because the rot starts from the TOP!

After I applied Savings Booster account, status showed "Processing" without any email and sms state how long it should be. Two days later, I rang help desk, said it took two days for processing. I received confirmation at a later time. Then asked me to proceed next step which answer two question whether I am US resident and Austalia only tax payer, I answered, then errors appeared again state it was not correct, then I rang again, support asked to fill a form to state same question. Once I submitted, no email, no sms confirmation again, I waited 3 days, rang again, replied to me you need to wait for 5 days, I said there is no problem to wait, but at least you need to send me message to explain how long I should wait!!!

Worst service I have ever seen in banking service.

PS: I took me almost two weeks to open this account. Such a slow account opening speed has never been witnessed in any other bank!

Horrible experience I have ever had.

I would definitely rate 0 star if there is an option.