ING Luxembourg Reviews 27

Among the worst customer services I ever encountered, and by far the worst one for any bank, and I've had quite a few while switching countries a few times.

They make unilateral decisions about their services, give you deadlines to react, then proceed to ignore every way to contact them. My secure inbox is filled with messages I sent that were never acknowledged, let alone replied to. Their file transfer system that is said to handle PDF file never was able to transfer a file without garbling it, resulting in my assigned relationship manager insisting to use unsecured channels to exchange information. It once took me three months to access my accounts after they were locked because they did not reply timely enough to respect their own deadlines.

The only way I found to have any reaction was by contacting directly the complaints department. Even then, I was given standard "calm the user"user support type replies.

Terrible experience due to complete lack of customer service. They did not want to provide even a simple confirmation that my bank account was closed without charging extra 25 Euros. This is an EU regulation that you have the right to know the status of your data.

Closed many bank accounts without any organisation, information and reasons other than to make more money in Luxembourg. A shame and they still organise the marathon!!!

If it was possible to give a minus, I would. Incompetent, rude, awful customer service, unprofessional, constant reduction in service. Having lived in 4 countries and experienced poor banking many times, ING are the worst. Transfers of money takes days, childish, illogical rules that they seem to make up as they go along. They ignored my queries, i rang & spoke to someone who said they can't help me, they're moving away from personal banking. My question is, why did you let me open an account in the first place, I've only been here 3 years.

CREDIT EUROPEEN was such a good bank, what is becoming out of it is sad, real sad.

Demanding closure of account due to "little activity", Then failing to deal with the closure, asking more questions, Fail to close account and transfer funds for months. Total disaster, avoid at all costs

This is not a bank. This is a torture chamber for the clients. Dump it before it is too late. They will take their time and not do your transfer and then inform you that they need to check a fellow EU regulated bank before they make your 100 euro transfer. Kafka's world = ING.

ING have recently announced to their clients who are not willing or able to carry a minimum of EUR 50,000 in high-risk trading accounts, that they are no longer welcome to bank at ING and have given the customers with only current accounts and/or credit card 60 days to leave the bank.
This has been mismanaged in a manner that violates treating clients fairly regulations. In addition, if they are no longer going to provide retail services, why hasn't the bank sold the book to another bank and arranged for the transfer?
I might have the money, but the ING has purposely caused a panic in the market due to the unreasonably short window in which to vacate the bank.
ING IMO will be laying off thousands of employees to concentrate on wealthy clients and as such is willing to flaunt EU and CSSF regulations and Directives in regards to the treatment of clients.

ING.lu closes account without sharing arguments. I have never experienced that. I am also account holder of ING in other country. I will close this account abroad by myself.

Terrible bank. Stay away. I would give customer service “0” if I could. The way they treat their loyal customers (now already ex customer) -they can’t stay business for long.

This bank in Luxembourg is by far the worst I’ve ever encountered. Their customer service is not only slow but completely ineffective, with representatives providing little to no assistance in resolving issues. The management appears equally unresponsive and incapable of addressing even basic concerns, leaving customers in a constant state of frustration. The overall experience has been one of poor communication, lack of accountability, and zero commitment to customer satisfaction. Whether for personal or business banking, their processes are unnecessarily complicated, and they seem indifferent to improving them. Save yourself the trouble and avoid engaging with this establishment altogether—there are far better banking options available.

Catastrophe, both quality of "service" and actual awareness of employees what are their own procedures. I didn't receive my debit card despite sending secure messages twice via internet banking, exactly the way I was instructed during the call with the advisor. After this, they still don't know where the card is, they "try to understand what happened" (!), and the best part - they refuse to take a formal complaint on that. So you have no way to escalate the matter, only expect they will understand one day why they don't process customer's query and maybe come back to you. They hang up on the phone when you challenge the facts. Never in my life have I experienced so pathetic service level.

The worst!
I had a lot of unpleasent moments with this bank. But the most epique one is they blocked my account for many months demanding to proof that I am staying in the country legally. Fun fact: I am the citizen of this country!!! I've provided them with my id and passport 4 times(!) by email, in the app and handed over to the branch stuf. They lost (or ignored) it 3 times.
Most of the employes are incompitent and rude. Despite all the faillings they made , no one ever apology.

I wanted to open a bank account there. Their reaction and the process are slow, based on arbitrary criteria, non-professional, and not client-oriented. This bank is a joke.