Flag ING Direct Customer Service Review

Please use the form below to report a comment to us. We do our best to monitor user customer service reviews and we have zero tolerance for profanity, personal attacks and other malicious posts.

Thank you for taking the time to bring this review to our attention.

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.


While You're Here...
  • Add new companies
  • Update listing information
  • Rate a company
  • Leave your comments
  • Link a YouTube video