ING España Reviews 2,186

Dangerous bank, always blocking for tons of documents that (they proved that) they can’t even understand. Very limited banking. Not recommended.

This bank has blocked my accounts over the weekend with no prior notice or anything, horrible service I cannot believe they can treat clients in such a way!

Horrible experience trying to open up a bank acount with these people. Couldn´t get past the documentation stage as they couldn´t accept that my NIE had no expiry date. No matter how many calls we made, they coudn´t resolve the problem. We went to another bank and you should do too!!

ultimamente el servicio de atencion alcliente es pesimo. Ya puedes esta 30/40/50/60 minutos esperando para que te cojan el telefono. Increible.

Is it true you will charge monthly 10 euro fees if you have a account and no income coming in to the account ? You where very bad already no getting worse .

Absolutely terrible. Takes longer and longer to achieve a connection to the ING Espana server when all other bank apps are working perfectly. I think ING is working hard to get out of Spain and believes really irritating its clients is the way it can to do it.

I would like to put less than 1 star... Embarrasingly lazy bunch, no internal communication whatsoever, absolutely disoranized and messy team, bothering their client is what they do best! I have my account blocked for over a week now without any good reason or explanation provided, Customer Care agents have no idea of anything, no power to do anything, just repeating the same old information all over again every time. Stay away! There are many great banks around in Spain, i would especially recomend local ones with great personalized services and excellent support!

Very bad bank also they have 0 support on English!!!!! International bank and no body understand English shame

They are fantastic, until they block your accounts out of the blue and you cannot talk to the department that is doing this. Called day after day, left email, complaints, every time same answer " I put a note in the system they will call you" ...no money, no CC all blocked for days .... already closed the accounts and moved ...not recommended by any means.

OK so ING are (a) a bank, (b) an internet bank - their customer service was never going to be great. What is REALLY terrible is that... they don't make up for it by being efficient. They're incredibly slow at sending documents, cards, responses, ie EVERYTHING you need to live your life.
---Need to do something other than check a balance? The site will time out over and over again
---Want to contact them? Forget it. Even if you wait long enough on hold to get through, they will 'transfer you to another department', ie hang up.
---Actually get to speak to someone? They can't help you, it's not their department. They WILL explain lots of other things you don't want to know, though!
---Completely unable to access your own money?Your only option is to go to their 'Support' area and browse the irrelevant questions.

Awful.

ING Spain is a terrible bank. Well, for 5 years they have been OK actually, but just last month they started to block all my incoming transfers from other European countries, for no apparent reason. They are asking for justifications to unblock them (even for a 10 Euro transfer). I am self employed and many of my clients are in other EU countries and pay me by transfer. Card payments I process via STRIPE and while ING has accepted probably 100 STRIPE transfers over the past 2 years, they decided to block the 101st. No reason or justification given. Just like that. All they do is send a nondescript email asking you to provide some justifications for a transfer that was blocked. But the email contains no information whatsoever about the transfer so you need to call them (phone queues, etc. you get the gist). Also, I am not sure how I can provide a justification for a client paying me as I do my income declarations at the end of the quarter. But just on principle, I do not see why I should have to do any declaration to my bank at all. It's not that I am receiving 6-digit transfers. Usually it's in the 3 digits. Their behaviour is simply outrageous and I am pretty sure illegal. It also goes against EU regulations regarding the free flow of capital and the SEPA regulations. They basically withhold the money (probably playing with it on the stock market) before eventually releasing it. To me this is criminal behaviour so I have already filed a complaint with their ombudsman but have not had a reply. If it stays like this I will need to file a complaint with the Bank of Spain. I also went to the local branch where I was told that they can't do anything and recommended that I change banks. Unbelievable. These guys suck! Stay away!
P.S.: I just heard back from the European Consumer Advice office and they confirm that what ING is going is illegal. Filing a complaint with Bank of Spain now.

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’m trying to cancel a Retirement plan to recover my money as i’m unemployed with no help from government. I’m 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!