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.