ING DIRECT Espa帽a

DO NOT use them for anything….they are unprofessional, treat you badly…inform you wrong…etc. They ask you to pop into a branch to do something you request, and after driving 2 hours to get there, the staff tell you they cannot….!! Plus lots more serious bad news from them…taking advantage of your resources for their own benefit….!!

Customer service is not great but functions somewhat. It is better than most of the traditional banks in Spain and doesn't try to charge you a lot of unnecessary fees. There appears to be better options these days so I don't give it 5 stars for that. Also they denied me a mortgage even though having ample stable income and being a client for years. When asked why, they wouldn't give me an answer.

TERRIBLE.
Since February (already 3 months) i鈥檓 trying to cancel a Retirement plan to recover my money as i鈥檓 unemployed with no help from government. I鈥檓 due 2 months of rent. I send all the documents and certificates they asked me. It took them 1 month to answer, and now they are letting time run and ask me again and again for the same documents… IM DESPERATE! HOW CAN I DENOUNCE??? please help!

Worthless bank if you're not the Spanish nationality or someone in your company is not. Does not support anything other than phone support, foreign phonenumbers, identification or anything else will not be accepted (or sometimes does, shows the inconsistency within the bank + app).

Uploading and processing of documentation is the worst I have seen within any company ever. Uploading files 10x times within a few months time, customer support claiming the files are indeed correct, files being rejected and account is being threatened to be closed, without any information on what's wrong or communication at all.

To conclude, horrible bank, doesn't care about customers, discriminates against foreigners ("The service is designed for residents only", when you are a resident) and tedious + unstable process means, stay as far away as possible.

Today I was informed that my international bank transfer had not accepted and are going to cancel my personal account as well.

Since 2 April 2020 I had waited to collect international bank transfer into my account as they had simply sent me message via mobile phone, From 4 April 2020 I had sent several emails as the transfer had done by myself from my personal Korea bank into my personal account of ING SPAIN. At the end, this morning they are informed me that my international transfer had been returned and they had cancelled my account which I can not understand at all.

I had asked why the ING BANK can cancel my account as well as they want to return my bank transfer to the original account. Then, I was told that it is ING BANK policy so she (one of the customer services staffs ) could not tell me but she was say I can not my account with ING BANK which I had opened since 11 NOV. 2015. No reason ??? to cancel the account ? Even it is not by the client but bank can cancel the account while they are holding my money ?

So I had called again when they are going to return my transfer back to the original account, she (the other one of the customer services staffs) answered it would be taken for 25 natural days, so it will be returned on 28 April 2020 only, while they have my money from 2 April 2020. I had checked with the original bank and they are asking why the bank could cancel, and when they are going to return my international transfer.
And she made me holding for few minutes and informed me that they do not understand the document which I had sent since 4 April (the document was in English even it was done by Korean bank, it was about international transfer) and she could check the transfer had returned by 22 April 2020. Today it 24 April. but the money had not returned to the middle bank (which is in German as Korean bank informed) and the money had not arrived yet.

All these days, I had called to curstomer services every alternative days, and emailed to several times with proper documents they had asked, at the end, they are holding my money for 3 weeks, and cancelling my account ? for what ?

I was searching how to make claim about this incident to ING and writing on here.

If any body knows what to do, please, advise me.

Thank you / YOON

They don't speak English for one so I suffered a lot because of my bad Spanish in the beginning. Also, they only support Spanish people, go to another bank if you aren't Spanish because they won't help you with anything! It doesn't matter if you reside in Spain. They are racist indeed! If your card doesn't work on the tolls, if you need a loan, if you need to even deposit money… I got no help in any of my problems unless a friend came to help me because I couldn't explain the situation properly or didn't understand what they said…The "expert" they assigned didn't read the messages even though the message was in Spanish and responded in a way that didn't answer any of the questions and then shut the case without reading or listening.
Simply it was a horrible experience!

ING are ok though they do need to understand that English is the business language of the world. I live in Spain and can get by in Spanish but when I have a banking concern, I prefer English to be able to explain properly. At the moment I am getting notification everyday that someone is trying to access may credit card. Luckily no money is being withdrawn. I have been trying for days to speak to somebody about this and all I get is a recording. At times I have been waiting for 20 minutes, mind you on a mobile! Still no answer. When finally they answered, they only spoke spanish. I asked them in Spanish if there was someone that can help. There answer was no and they hung up. TERRIBLE!

Terrible, have been waiting a month for my bank card, got my first name wrong on documents! Had to call 3 times, said OK got it right, lied said card sent out weeks ago, not!! Also my partner been in the bank for years did a transfer, didn't do it, been on phone all day trying to sort, waiting, waiting, waiting! Wish I had never joined this bank!! Would not recommend to anyone…

absolutely awful!!!!!!!!!!!!!!!!!!!!!!!! They are racist. They claim that they are not allowed to speak English to you because English people should not live in Spain if they cannot speak Spanish! My Spanish is not perfect and because of this the customer service team will not help me to unblock my account! I have money in my bank and I cannot access it because I do not speak Spanish. The only way I can access my money is if I go to Malaga.

This is an updated version – the head office contacted me, very apologetic! They have resolved my issue but this does not change the fact that the way the call centre originally dealt with me was disgraceful! If ING's ethos is an only 'Spanish service' then this should be made clear and you will lose more customers. How very short sighted….English is the business language of the world. Wake up Spain!

Worse banking services I came across, after over 7 years of being a client got nothing from them than tons of headache. They keep complicating their services on cost of their clients. MOST UNRELIABLE and UNRECOMMENDABLE. They pretend to be "nice" but only for their benefit. Now they made rules that client can't access to his account because the clients can't be controlled through their mobiles. Going to close my account.

Hi there,

2 years ago, someone stole 6500 euros from my ING Espana account and the bank refuses to acknowledge, press charges or compensate me.

I know the identity of the person who committed the fraud, and have full proof of how they did it as well as the IP logins that the ING sent me showing that the person did it at the specific time and date.

When it happened the bank blocked my account as the person who did it changed the passwords and I could not enter. It took me 6 weeks to prove my identity as I was not living in Spain. I am still trying to recover the money and press charges, and have proceeded with a Spanish lawyer and he has had to proceed to the criminal court as the ING will not help. It has been over 2 years and there has been no justice done.

I intend to take this higher to the European banking commission as this is a criminal matter and there is 100% evidence that this occurred. The ING needs to take responsibility for this and as well admit that this could be a flaw in their security system. At the end I would also hope to have the funds returned.

ING bank in Salamanca, Spain is terrible. If you do not speak PERFECT Spanish, STAY AWAY. They have a caveman system of doing things. It took us 3weeks trying to open an account before we gave up and went to another bank. They lost our signed W9 which they insisted they HAD to have. For some reason they could not just look at it, scan it, open the account and mail the forms to their home office. Then the attitude of the ladies in there. It was like you were bothering them if you went in to follow up on the process. There was one that actually purposely spoke at a speed I could not understand, when she knew I only spoke a little Spanish NO CUSTOMER SERVICE AT ALL. Use them at your own risk.

I have moved away from Spain, and have attempted to contact INg Direct several times to finish up my banking with them.
Try and find an email address that is functional – no chance.
Try and call them on the phone – no answer – a machine that gives you the run around and then lets you wait, and wait. I don't have to wait for these people, they are not my boss.

I wrote a letter, no response or confirmation of receiving the letter.
Result – I receive emails from their departments with no possibility of replying to them, where they instruct me to do this or that immediately or have my account closed, passed on to a debt collector, or worse.

They are basically one-sided in all their dealings, a crap bank that doesn't understand anything about the value of customer centric marketing.

Careful with this people, your money will be stuck and the costumer service will be hanging the phone or giving you 10000 problems. I have 30000 euros stuck because wanted to cancel my account.

It didn't have 0 stars so I had to pick 1.

worst customer service ever.

ING Bank and Customer Service is a joke. I called five times on the phone to talk about an issue and five times I was put through to a phone that eventually disconnected as no one answered.
First email I wrote was answered with the usual pleasant words the follow up 3 emails go unanswered.
The insertion of the department for Customer Relations support or service in the web site is like adding water to the coffee it is a filler taking up space and otherwise means nothing.
I called ING Bank in Australia and was told Sorry we do not hold any "contact" information for overseas offices. I asked Can I have an email address answer Sorry we do not have that.
Ever heard the term WOFTAM I consider ING Bank that "Waste of F%@# Time and Money.

Would give no stars if that option was there. I read and write spanish reasonably well so I can navigate the web site, but after many weeks they are still going round in circles asking for my ID. Passport and NIE card uploaded onto their webpage, but nothing – the documents just sit there awaiting review. A courier came to my home and delivered my debit card and took away a photocopy of my passport, but as I am unable to get my account open this is a waste of time. I don't speak spanish well and find phone conversation difficult, so I have had it with this bank. I am writing to their headoffice in Madrid to cancel the whole thing as I have now opened an account with a bank that has a local presence and real people.

uninterested. unhelpful.

Truly pathetic customer service. The people that attend you at their offices are completely incompetent. It took then 5 weeks to send me my debit card. Meanwhile I had transferred money to the bank which I had no access to. People in the office tell you to call customer service which costs money. You've been warned. Beware!

Confusing web. They hold deposits for too long until it's "available", they held one for THREE months!Guys, it's MY money!I don't use this bank anymore.

Web confusa. Retienen los dep贸sitos que haces demasiado tiempo hasta que los tienes disponibles. Retuvieron uno TRES meses. Es MI dinero!Ya no uso este banco.

I am an English speaker living in Barcelona and i had an OK experience with ING bank until one day the assistant told me they were not allowed to speak English with the customers. I had never heard of anything like this before, so i thought the assistant just had a bad day. But i went to another office of theirs and the same thing happened. After some awkward moments of explaining that i do not speak Spanish but i really need some help with my account the assistant was willing to say few words in English.I can not believe that this is happening in a multicultural city like Barcelona! Terrible service, closing my account asap.

ING Direct while being part of the ING Netherlands set up is just another Spanish speaking bank. If you speak Spanish then you may find their bank premises and website useable – but having no service in English is a very narrow minded option for a modern business. Their update to the website is appalling – just pretty pictures and images moving but hard to follow and frankly, banking is a subject that most people want as a text based web page so they can read what is happening. I was in the local branch today and it took the assistant 15 mins to pay in one cheque for me. There are always queues and ING offer nothing different to the majority of Spanish based banks.

I tried today as german with well speaking english to open a bank account.
The woman told me in english that everybody here is no speaking english – Come back after You can speak spanish!!!

This is Europe and not South America.

Me gusta hacer fresh banking, f谩cil, sencillo, mi dinero crece y s贸lo tuve un problema a raiz de un mal asesor, pero con dos llamadas y dos horas y media de tel茅fono se solucin贸.

Gratamente agradecido