ING Direct's Disappointing Respons

Hello Readers,

From the last post, I posted my email to ING Direct. I thought I was clear on the issue, that the screen didn't show a pending or a scheduled transfer and that I didn't like being accused of lying, but they missed the point and the real issue. Here is their response:

Our records indicate that you signed in toingdirect.com at 1:47 PM ET on October 14, 2011, and requested to transfer $180.60 from your Bank of America checking account xxxx8253 to your Electric Orange checking xxxx3542.  You signed in to the website again at 1:50 AM ET on October 17, 2011, and scheduled an additional transfer for $180.60 from your Bank of America checking account xxxx8253 to your Electric Orange xxxx3542.  You also scheduled a transfer for $180.60 from your Bank of America checking account xxxx8253 to your Orange Savings Account xxxx3073 during this web session.

 

Additionally, we reviewed the phone call you shared with our Associates on October 20, 2011.  During the call, the Associates attempted to explain that you signed in on 2 different dates to schedule the transfers to your Electric Orange.  The Associates advised you that the transfer you scheduled on October 14, 2011, wouldn't appear under your scheduled transfers because it was already effective when you signed in to the website on October 17, 2011.  Please know that we deemed the service and information you received from our Associates as accurate and sufficient.  Since there was no ING DIRECT error, we're unable to reimburse you for any overdraft fees you may have incurred.

I'm actually disappointed. So I'm transferring my money and my families money. Currently, I've moved to Ally Bank and it's been an interesting journey trying to understand their process. The initial comment is that the website is slow - in terms of downloading all of their pictures and stuff. There are some components that don't logically flow for me but I can learn. The bright side is that I can scan my checks to deposit, they give you free checks, you get to create as many savings accounts that you'd like and give each account a nickname! Overall, it's good enough for me to give it a try! :) If you're interested in checking out other banks, here's a great article on which bank is the best for which category! 

Until next time, enjoy the Mercury in Retrograde! 

ING Direct - you have disappointed me

For those of you who don't know, I used to work at ING Direct. LOVED the company, I actually left because I was relocating. But now, I am so livid with #ingdirect that I am officially divorcing them and moving on! I got really comfortable with using their internet site that I didn't bother looking elsewhere. There are other options, in which I have found a replacement for my bank. To let you in on what happened, I'm posting the email that I just sent them with regards to what happened. Stay tuned next time on which bank I chose and why. (I hate it when I'm being called a liar!)


Dear ING Representative,

I am writing to you regarding my recent experience with your customer service while I was overseas at Thailand attending my Grandmother's funeral. I believe I made my phone call on 10/26 or somewhere around that time. I was alerted via email of an overdraft that occurred with my BofA account.

The last time I logged into my ING Account was on Sunday, 10/23 and I had noticed that there was no evidence of my transfer that I had made from my BofA account of $180.60. I was previously employed at ING Direct and I know that the transfer will either say that it's scheduled or pending. Neither of which was shown on my screen that Sunday. I assumed that it was my imagination and I redid the transfer.

The transfer was not my imagination and ING Direct had done an ACH transfer with my BofA account twice. I immediately called ING Direct via my Google Voice number, thank god for internet and free international calls. I spoke with a representative who then transferred me. I looked through my email to see if I received a confirmation and I didn't find it. While waiting to be transferred, I found the email. At which point I told the customer service representative that there was confirmation but the screen didn't say anything. I wouldn't do the same transfer twice, let alone overdraw on my account. I wanted to know why. He said he would go and find out. When he returned, he told me that ING Direct would not be able to credit me the overdraft fee since I received a confirmation, and said that there was no problem with showing the pending or scheduled transactions.

As a former employer and a fan of ING Direct and a recipient of the Golden Glove aware, I was livid.  I was basically accused of lying and he didn't do what he said he would do. It would be a shame if this was an ongoing problem that your customers faced and they were charged with constant overdraft fees. It would be counterproductive to the "saving" that your customers would be doing. And it is unfortunate that this happened to me. Personally, I hate being told that I am lying when I am a customer. I have no reason to lie, I wasn't event calling for a credit. I was calling to inform you that there is problem. Giving the situation I was in, I immediately got off the phone. This incident is upsetting enough for me to leave ING Direct and not refer anyone to your bank. I'm currently in the process of moving my money and automatic payments to another bank and my family's money over. I know that I do not have a lot to make a dent in your profit margin and I do not know if any action will be taken. It is unfortunate to see that ING Direct who has been about its customers and saving, would turn into the typical brick and mortar bank that I see everyday. It's unfortunate.

I feel that my reason for leaving should be communicated. If you'd like to look further into the situation, feel free to pull up the call and listen to it. My customer number is xxxxxxxx. Good-bye.