If you have an ING checking/debit account like their Electric Orange product line, be forewarned that their fraud detection and resolution process blows clap infested, sweaty, flea ridden donkey balls.
They do not proactively catch fraudulent activity on your cards, nor do they immediately credit back fraudulent charges to your account.
They will allow all of the transactions to go through & hit your account and then they'll tell you that within a few days you will receive an email with a form to fill out. Once you fill out that form and fax it back, then they will start investigating the charges and then, after their investigation, they may provide you with a provisional credit.
This is so far behind any other bank I deal with policy/procedure wise it's ridiculous.
In 2011, they are emailing a form that asks you for your address, your customer number, your card number, and a list of which transactions you are disputing and then requiring you to fax that back to someone.
The form itself contains such useless ass information that they already have available that I can't help but think that it's a stall tactic of some sort. All of that is info they have available, that at WORST should be handled electronically.
**** colin powell warning.. long post ahead ****
All of our cards got compromised thanks to a brick & mortar retailer getting hacked.
3 of our 4 cards had fraudulent charges hit.
Immediately the banks caught the charges, denied them, called us and asked if we were trying to buy $500 worth of stuff at Home Depot in Ontario, locked our cards & issued replacement cards.
Not a single dime was charged to any of our accounts. They caught it & they stopped it proactively.
Now for the ING version...
They notified me in mid-Nov that our cards had been compromised, that we would be getting new cards in the mail and that my card would be shut off on Dec 5th.
On Dec 12 & Dec 13th someone ran up almost $500 in charges via multiple purchases at multiple retailers in California.
ING allowed all of the transactions, even though per their own email, the cards should have been shut off on Dec 5th.
When we called in to complain, they told us:
They were sorry the charges went through
They didn't know why I was told my card would be deactivated on Dec 5th
They would not issue immediate credit back to my account
They would email us some forms within 3 business days for us to fill out, THEN they would start the investigation
I could expect to see a provisional credit within 7-10 business days of them receiving my signed forms back
When I asked to escalate to a manager, that manager provided NO additional assistance. The manager actually told me their fraud process is set up this way because, and I quote:
"95% of the time, customers call to complain about a fraudulent charge and then after they fill this paperwork out and think about it, they realize it isn't a fraudulent charge after all."
To make matters even better, the manager informed me that 2 of the 4 charges were in pending status, would be in pending status until the 16th and that they couldn't do ANYTHING with those charges until after they post to my account, so I would have to wait until the 16th, then call back and start the process of disputing those charges.
At that point I demanded to be forwarded to a manager who actually had the authority to answer my questions and approve a credit back to my account. The person I was dealing with said they were the end of the line, that there wasn't anyone above them with any additional authority. The only additional action I could take would be to EMAIL some customer service email and someone would typically respond within 24 hours.
I insisted on speaking directly to someone, so they put me on hold for about 45 minutes and then dropped the call.
I've emailed their Ombudsman, with no response yet.
I've emailed that customer service email address, with no response yet.
I emailed their bullshit "here's our CEO & his email address" address from their website, with no response yet.
I'm at the point now where I'm searching the net trying to find random VP email addresses for folks internal to ING and I'm just going to start emailing anyone/everyone I can find until SOMEONE responds and acknowledges their piss poor handing of this matter.
Ive never had any issues with our ING accounts until now, but they have completely screwed the pooch on this one.
Just be forewarned.