We hope to provide a complete resource for ING Direct customer support and customer service contact details below. Help us keep our directory current by adding any updated information you may have for ING Direct.
I need the policy # for the Quay in Oceanen city Md or if you could e-mail me a copy of the policy.
Anonymous 1/28/14 8:42AM
ING has the worst customer service I have ever had to deal with.
I have been trying to resolve a problem with one of my mother's annuities for a month now. Mom had two annuities from ING. When she died, my brother and I had to fill out reams of paperwork so they could be distributed between us. Long story short, one got distributed quite promptly, but the other has not yet been.
So last week on a day I had off of work I called the ING Customer Support line, to find out what was holding it up.
When I called, I was put on hold. So I waited. And waited. And waaaaaaiiiiiiited. For FORTY MINUTES. Listening to the tinniest, most distorted music track I’ve ever heard. Of course, every minute or two the music would be interrupted by a voice saying “Your call is important to us!” Just not important enough to actually hire someone to answer it.
When someone finally answered the phone, I could barely hear or understand her. This was clearly the cheapest call center in Bangalore. I struggled to get her to understand what I was calling about. She had no clue. She finally put me on hold so she could go ask someone else my question. After several minutes, she came back on and gave me a totally nonsensical answer. I tried to explain it to her, but it was hopeless. Eventually, I gave up.
So yesterday I tried again. Got in line. Waited. Finally the call was answered by a man who I could barely hear or understand. I tried to explain why I was calling. He said he couldn’t answer. He said I should call this other number. I pointed out that that was the number I’d dialed. He wouldn’t believe me. He then said that the person who could answer my question was ‘busy’, so he would transfer me to an answering machine, and the person would call me back ‘sometime in the next 24 hours’. I said that wasn’t acceptable. He didn’t care. He transferred me, and after waiting FIVE MINUTES on hold FOR AN ANSWERING MACHINE, I hung up.
So this morning I called the broker who’d sold the annuity to Mom. I figured that, while ING might feel comfortable treating its customers like dirt, they’d probably be more careful with the people who were actually selling their products. Well, the guy said that he’s been having the same problems getting ahold of them. He thinks they switched call centers at the first of the year, and the new one is having a rough start-up. If that’s what’s going on, then whoever was in charge of switching call centers should be fired. After they’re tarred and feathered and boiled in oil.
If you value your sanity, don’t ever do business with ING.
Anonymous 1/23/14 12:25PM
Your customer service is awful. I called your help number only to get someone in the Philippines who kept me on the phone for over an hour with no resolution. I am a former General Agent with your company, so I intimately know how things should work. My client and I are totally fed up with your life insurance customer service department. I have been a General Agent for over 30 years and I can safely state that your CSR department is without a doubt, the worst I have had ever dealt with. Too bad. From: John Scifo
Anonymous 1/9/14 12:59PM
In March I received a letter from Sears Financial indicating I needed to make an election on my small pension. I chose lump sum distribution. ING received my request for lump sum on 03/26. I called to varify that you had received my request during the 1st week in April. A very pleasant agent checked for me and said that my request had been through auditing and was in processing. I asked when I could expect to receive the money. He indicated that most payments go out the 1st of the month. I asked if I could expect payment around May 1st--He replied yes but that I should check once a week on the status.
On subsequent checks, status remained the same --In processing. At a late april call, I was told that it could take up to 45 days for processing. I indicated that there was no indication of that 48 day period in the letter or the 1st call. I explained that I had scheduled a Vacation beginning the 1st of June based on the info I was given by ING.
I was depending on the money and could they please expidite my payment. The answer then and during subsequent calls was that nothing could be done. Very, very Poor customer service. Can anyone in your company help me with this issue?
Ken 5/22/13 4:29PM
my name is Monica Kwick. Im not a customer, my boyfriend is. He asked me to find out location near La Habra or Brea in CA. Ive been driving crazy trying the phone numbers they have in any location, but none are working. my emailaddress is We need a location in la Brea, near Whittier, or la Habra CA, and also phone numbers to call. Thank you. We really appreciate your assistance
monica 3/20/13 4:34PM
Excellent customer service courtesy and fast. No annoying menu options got straight to a live breathing human customer service agent!!! They must get paid well :-)
Mrs. Happy 12/4/12 9:54AM
I have had nothing but professional, friendly, and helpful interactions with the staff at ING. There may be a brief (no more than 5 minutes) wait to get someone to talk to when you call in but I don't consider that excessive compared to many business places I call. I always feel satisfied with the interactions and results.
Linda S 10/15/12 1:38PM
I L-O-V-E ING Direct! Their customer service is superb and has never let me down! Their mortgage department is the best and caters to all of your needs as a customer. The individuals are very knowledgeable and extremely helpful.
Anonymous 10/15/12 6:56AM
THE WORST SERVICE EVER! NO SUPERVISOR TO TALK TO. NATE/#1055463-BE SURE TO ASK FOR HIM WHEN YOU WANT THE WORST TREATMENT EVER. AS HE IS THE TOP DOG "THERE IS NOT ANOTHER MANAGER ABOVE ME!" THE TOP DOG, INDEED. CALLED BACK AND LARISSA THOUGHT IT WAS FUN TO PUT ME ON HOLD FOR 20 MINUTES WAITING FOR A SUPERVISOR.
ALL OVER TRYING TO ADD MY SON TO THE ACCOUNT. SHOULD BE A SIMPLE PROCESS. WHAT IF WE REALLY NEEDED THE MONEY. THEY'D HOLD IT CAPTIVE.
PULLED ALL MY MONEY OUT!
Anonymous 9/26/12 5:51PM
I recently receive the worst customer service EVER. I tentative processed a rate renew--and I say tentative because over th ephone I ws told that it would not take effect ntil the 24--when I called to cancel they refusd to refund the rate renew fe--thousands of dollars they have stolen from me--LIES, LIES. I have few options except I am not done. This is fraud if I have ever experienced it. They cannot be able to get away with this.
Case study: ING Direct taps big data to understand customers
In terms of volume, the BI team is only responsible for 4TB to 5TB of data that covers everything from traditional financial statistics right through to customer-interaction information, including web clicks, calls made to customer service, and ... ING DIRECT Surprises Some Customers with Account Closures
Kuhlmann says the company "weeds out" up to five percent of its customers each month, for violations like asking for statements via mail, contacting the call-center too often or demanding a better deal because they have a large sum of money to deposit. ING Direct Launches App to Encourage Long-Term Savings
BTN · Register for a Free Trial · Subscribe for Full Access · Facebook · Twitter · Today's Paper | Magazine | Bank Technology News | iPad | Video · Women in Banking | FinTech 100. Log In | My Account | customer service · mergers & acquisitions ...