ING Direct Customer Care: How to Reach the Right Team Today

What “ING Direct” is today, and who to contact

“ING Direct” was the direct-banking brand of ING Group in multiple countries during the 2000s. The brand has since been retired or renamed depending on country: in the United States it became Capital One 360 (after Capital One acquired ING Direct USA in 2012 for approximately $9 billion and rebranded in 2013); in Canada it became Tangerine (after Scotiabank acquired ING Direct Canada in 2012 and rebranded in 2014); and in Australia the brand changed to simply “ING” in 2017. In Spain and Italy, ING operates as “ING” (no “Direct” suffix). France exited retail banking in 2022, migrating most clients to Boursorama Banque.

Because of these changes, “ING Direct customer care” routes to different organizations based on where you opened your account. The fastest path is to use the official site or mobile app for your country and contact support from within your logged-in session. That ensures secure authentication and correct routing. Most regions publish 24/7 emergency lines for card loss/fraud and standard lines during extended business hours for general servicing.

• United States: Capital One 360 (ING Direct USA rebranded in 2013). Website: https://www.capitalone.com/360/ — General Capital One support: 1-877-383-4802 (check the 360 support page for the latest, product-specific numbers).
• Canada: Tangerine (ING Direct Canada rebranded in 2014). Website: https://www.tangerine.ca — Client Care: 1-888-826-4374 (24/7; use in-app chat for faster authentication).
• Australia: ING (ING Direct Australia rebranded in 2017). Website: https://www.ing.com.au — 13 34 64 (i.e., 133 464; 24/7 for most everyday banking; business hours may apply for some products).
• Spain: ING. Website: https://www.ing.es — Use in-app chat or the “Contacto” page for current phone lines and hours.
• Italy: ING. Website: https://www.ing.it — Use in-app chat, secure messaging, or the “Contatti” page for current phone lines.
• France: Retail banking closed in 2022; see https://www.ing.fr for closure info and migration guidance to Boursorama Banque.

Tip: If you’re unsure where your account originated, check your last statement or card issuer: Capital One 360 = USA; Tangerine = Canada; ING (orange lion) with “.com.au” = Australia; “.es” = Spain; “.it” = Italy. Calling the number on the back of your debit/credit card is still the most reliable for card-related issues.

How to reach a human fast, and what to have ready

Call outside peak times. For phone support, the fastest connections are typically right when lines open (often 8:00 a.m. local time) and late evenings on weekdays. If a callback option is offered, use it—these systems usually hold your place in queue. For non-urgent matters, secure in-app messaging or chat avoids hold times and keeps an audit trail tied to your profile.

Prepare to pass security. Banks use layered authentication (knowledge-based questions, one-time passcodes, device recognition). Having precise data at hand shortens verification and resolution. Many regions will not discuss account specifics unless you can complete two or more factors of authentication.

• Your full legal name, date of birth, and the exact address on file (line-by-line as it appears on statements).
• Customer/client number or login ID, and the last 4 digits of any linked card/account you’re calling about.
• Recent transaction details: exact amounts, dates, merchant names, and any reference IDs for transfers/wires.
• Case or ticket numbers from prior contacts, plus screenshots or PDFs of error messages (for digital banking issues).
• Your 2FA device available and unlocked (SMS-capable phone or authenticator app) to receive codes during the call.

If your phone number or email changed recently, start in the app or web portal to update contact details first; otherwise, agents may not be able to complete verification or send you documents. For name/address changes, be ready to upload government ID and proof of address via the bank’s secure upload link (never by regular email).

Common requests and the best channel to use

Lost or stolen card, suspected fraud, or account takeover: act immediately. Use the mobile app to lock/freeze the card first, then call customer care. In Australia, call 133 464 after freezing the card in the ING app. In Canada, Tangerine clients can call 1-888-826-4374. In the U.S., Capital One clients can use the Capital One mobile app to lock the card, then call 1-877-383-4802 for next steps. Most issuers can overnight a replacement card domestically and will help review recent activity for unauthorized transactions.

Payments, transfers, and wires: same-day cut-off times vary by country and payment type. Domestic transfers are often processed instantly or by end-of-day; international SWIFT wires observe currency cut-offs and may take 1–3 business days. If you need a transfer to arrive by a specific date, ask support for the exact cut-off (time zone included) and any fees. Keep the wire reference (often 16–20 alphanumeric characters) to help trace the payment if the beneficiary hasn’t received funds after two business days.

Disputes and chargebacks: timelines are governed by local regulations and card network rules. In the U.S., unauthorized electronic fund transfers generally fall under Regulation E: report within 60 days of the statement date showing the error; banks typically provide a determination within 10 business days (or issue provisional credit and extend to 45 days for complex cases). In the EU/EEA, PSD2 rules require timely acknowledgement and resolution (often within 15 business days for complaints). Provide written details, receipts, and any merchant correspondence to strengthen your claim.

Escalations, complaints, and regulatory recourse

Start with an internal escalation. Ask the agent to log a formal complaint and request a case number. If the matter is time-sensitive (e.g., frozen funds, travel-critical cards), clearly state the deadline and ask for a same-day supervisor review. Keep notes with dates, agent names, and summaries of each call or chat.

If you’re not satisfied with the bank’s response, use your country’s independent dispute channel. In Australia, you can contact the Australian Financial Complaints Authority (AFCA) at 1800 931 678 or https://www.afca.org.au after engaging ING’s internal process. In Canada, the Ombudsman for Banking Services and Investments (OBSI) is available at 1-888-451-4519 or https://www.obsi.ca if Tangerine’s final response doesn’t resolve the issue. In the U.S., you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at 1-855-411-2372 or https://www.consumerfinance.gov/complaint/; most cases receive a bank response within 15 days.

For EU countries: Spain’s Banco de España has a claims service (see https://www.bde.es); Italy provides the Arbitro Bancario Finanziario (ABF) at https://www.arbitrobancariofinanziario.it. Check your bank’s “Complaints” page for exact steps and response-time commitments (many EU banks target 15 business days under PSD2, extendable with justification).

Security and privacy when dealing with customer care

Use only official channels. Navigate to support from the bank’s official website or mobile app and dial numbers published there. Never rely on numbers from search ads or unsolicited messages. Banks will not ask for your full password, full PIN, or to transfer money “to a safe account.” If you receive a call claiming to be from the bank, hang up and call back using the number on the official site or the back of your card.

Share documents only through secure upload links or in-app message centers. Email is generally not permitted for ID documents. After your interaction, save the case ID and ask for a secure transcript of the chat if available. If you suspect your account, device, or SIM has been compromised, change your online banking password immediately, revoke unrecognized devices in your profile, and enable/refresh two-factor authentication before contacting support again.

Finally, keep your contact details current. A large share of verification failures and delayed resolutions stem from outdated phone numbers or emails on file. Updating these in advance can reduce a 20–30 minute identity verification call to just a couple of minutes and speed up deliveries of replacement cards or mailed documents.