ING Customer Care: How to Reach Support, Resolve Issues, and Escalate Effectively

What ING Customer Care Covers (and When to Contact Them)

ING, formed in 1991 from the merger of NMB Postbank Group and Nationale-Nederlanden, provides retail, business, and wholesale banking across multiple countries. Customer care teams handle day-to-day account queries, card and payment problems, digital banking access, security concerns, credit products (e.g., mortgages, personal loans), and travel/emergency support for lost or stolen cards. For corporate clients, separate desks cover cash management, trade finance, and markets services.

Contact support immediately if you suspect fraud, notice unauthorized payments, have a card or phone lost/stolen, or are locked out of the app or online banking. For card loss or suspected compromise, block the card in the ING app first—this is typically the fastest way to contain risk—then contact support to arrange a replacement and dispute any unauthorized transactions.

The Fastest Ways to Reach ING

Channels vary by country, but a few reliable options are available everywhere: the mobile app, the web help center, and official country websites. Phone numbers differ by market (and sometimes by product), so use the official site for your country to avoid scams. Never use numbers found on search engine ads—navigate directly to ING’s domain.

• In-app secure chat or message: The safest route for account-specific help. Open the ING app, go to Support/Help, and use chat or secure mail. You’re already authenticated, which speeds up resolution.
• Web help centers: Start at the global site at https://www.ing.com and select your country to find official contact links. Key country sites:
  – Netherlands: https://www.ing.nl (BIC: INGBNL2A)
  – Belgium: https://www.ing.be (BIC: BBRUBEBB)
  – Australia: https://www.ing.com.au
  – Poland: https://www.ing.pl
• Phone support: Find the correct number via your country site’s “Contact” page (it may list different lines for cards, mortgages, or business). If calling from abroad, prefer numbers specifically marked for international callers.
• Branches and service points: For identity verification or cash services, use the branch locator on your country site. Bring a valid government ID and your IBAN or customer number.
• Postal/official correspondence: ING Group N.V., Bijlmerdreef 106, 1102 CT Amsterdam, The Netherlands (corporate HQ). For customer issues, use the address listed for your country rather than HQ.

Tip: When you start a chat or call, have your IBAN, recent transaction dates/amounts, device type (iOS/Android and app version), and any error codes ready. This reduces back-and-forth and helps agents resolve your case on first contact.

Security and Verification: What to Expect

ING will verify your identity before discussing account details. Expect knowledge-based checks (e.g., last transactions), app-based approval prompts, or one-time passcodes. Under PSD2 Strong Customer Authentication in the EU, you’ll typically approve sensitive actions using two factors (something you know, have, or are). This protects you but also means you should never share one-time codes or push approvals with anyone, including staff.

Legitimate ING agents will never ask you to disclose your full online banking password, full card PIN, or to install remote-access software. If a caller pressures you, hang up and call back using the number listed on your country’s official ING website. If you suspect account takeover (for instance, you see approvals you didn’t initiate), immediately disable online access in the app if possible and contact support.

Refunds, Disputes, and Chargebacks: Timelines That Matter

For unauthorized payment transactions in the EU, PSD2 requires your bank to refund the amount “immediately, and in any event no later than by the end of the next business day” after being notified, unless there are reasonable grounds for suspecting fraud by the customer. Report the issue promptly via the app or phone; earlier reports improve outcomes and help with evidence collection.

SEPA Direct Debit rules are different: if the debit was authorized, you can request a refund within 8 weeks from the debit date—no reason required. If it was unauthorized, you can claim a refund for up to 13 months from the debit date. For card purchases (Visa/Mastercard), most chargeback windows are up to 120 days from the transaction or expected delivery date, but categories vary; submit evidence (receipts, merchant correspondence, screenshots) with your claim to avoid delays.

Complaints and Escalation: From First-Line Support to Ombudsman

Start with first-line support (app or phone). If the issue isn’t resolved, ask for case escalation and a written complaint reference. In the EU, payment service providers must respond to complaints within 15 business days; in exceptional cases this may extend to 35 business days with an interim explanation. Keep a log with dates, agent names, and promised actions.

• Netherlands (ING Nederland): If unresolved, you can escalate to Kifid (Klachteninstituut Financiële Dienstverlening) via https://www.kifid.nl after ING’s formal response.
• Belgium (ING Belgique): Escalate to Ombudsfin via https://www.ombudsfin.be if you disagree with the outcome or response timing.
• Australia (ING Australia): If a final response doesn’t resolve your case, contact the Australian Financial Complaints Authority (AFCA): 1800 931 678 (free call in AU), https://www.afca.org.au, GPO Box 3, Melbourne VIC 3001.
• Poland (ING Bank Śląski): You may contact the Financial Ombudsman (Rzecznik Finansowy) at https://rf.gov.pl after the bank’s internal process.

Escalation bodies require that you first complete the bank’s internal complaint process. When you submit, include your complaint reference, copies of communications, and any supporting documents. This significantly shortens investigation times and improves the likelihood of a fair outcome.

Costs, Limits, and What Support Can and Cannot Do

Contacting ING for help is free. Blocking a card, reporting fraud, and opening a dispute do not carry fees. Replacement card fees and courier charges vary by country and account type; many fees are waived in fraud cases under card scheme rules. If a merchant refund is due, banks cannot accelerate the merchant’s processing cycle; they can confirm when the funds arrive or, if appropriate, file a chargeback under scheme timelines.

For outgoing payments and transfers already executed, banks can send a recall or trace (SWIFT gpi for cross-border), but success depends on the receiving bank and whether funds are still available. Submit recalls as early as possible—ideally on the same day—to maximize the chance of recovery. Provide the full IBAN/BIC or account details, execution timestamp, and exact amount to avoid recall rejection.

Service-Level Expectations and How to Speed Resolution

Well-run banking contact centers aim for rapid access (commonly an 80/20 target: 80% of calls answered within 20 seconds) and high first-contact resolution. Actual performance varies by time of day and incident volumes (e.g., major outages). If you can, use the app’s secure chat during off-peak hours or request a callback from the queue to avoid hold times.

To help agents help you faster: provide the exact transaction amount and date (e.g., 2025-08-14, EUR 87.43), merchant name as it appears on your statement, device/OS version for technical issues, and clear screenshots with sensitive data masked. If you’re traveling, note your country and roaming number so the bank can reach you.

Quick Reference: Official Websites and Identifiers

Global corporate site: https://www.ing.com (news, investor relations, corporate governance). Retail banking is handled locally:

– Netherlands: https://www.ing.nl — BIC: INGBNL2A — Service scope: payments, savings, mortgages, investments.

– Belgium: https://www.ing.be — BIC: BBRUBEBB — Services in FR/NL/EN; retail and business banking.

– Australia: https://www.ing.com.au — Retail banking; check “Contact us” for up-to-date phone hours.

– Poland: https://www.ing.pl — Retail and business (ING Bank Śląski).

Always verify contact details on these domains before you call or share information.

Address for Formal Correspondence (Corporate HQ)

ING Group N.V., Bijlmerdreef 106, 1102 CT Amsterdam, The Netherlands. For customer-specific issues, use the postal address provided on your local country site, as processing is handled domestically for regulatory and privacy reasons.

What is the phone number for ING 24 7?

020 22 888 00
Then you’re at the right place at the ING Hotline. You can call the Hotline from the app (via the Service button at the bottom of the screen) or simply by telephone via 020 22 888 00. The Hotline is available 24 hours a day, 7 days a week.

Does ING have branches in the US?

Welcome toING USA. In the United States, ING’s financial services division offers a broad range of innovative financial products and services to domestic and international corporate and institutional clients through our offices in Dallas, Houston, Los Angeles and New York.

Is ING available in the USA?

ING Bank doesn’t have a banking license in the US and no longer has a retail bank division in the USA. Below you will find to what companies we handed over these products and services. We no longer offer our services to individuals in the USA .

How do I get in contact with ING?

You can message us by: Logging into your ING app or online banking account • Going to the left hand menu and selecting messages. You can call ING on: 133 464 If you are in Australia, this call is free.