Called them to request that they match the new offer that other customers are receiving and was told that I am already receiving a good rate (even though the % repayments is above the advertised customer rate). ING need to be much fairer and provide consistency in the rates provided rather than trying to milk the loyal customers. Clearly their decisions are not based on any form of ethics.

Absolutely do not care about customer loyalty - New customers get a completive rate. Existing ones get screwed. Don't bother with their products. You will eventually regret it when you decide to leave.

Did not trust the reviews and went for ING orange products - I have settled my home loan exactly 9 days ago fooled by the low interest rate on offer and I just received an email that its already going up by 10 basis points. Its a scam the low loan rate to suck you in.

Been a customer of ING Home Loans for almost 10 years. Never missed a payment date.

Still working although past retiring age with no outstanding debts.
Sought a small increase in my loan ($20,000) to complete final touches to an extension being carried out.
When declined I wrote to complaints pleading my case. A complaints department employee called me which was a waste of time as all see could say was it is policy.
Requested to speak to a manger and was promised this would happen. After a week I am still waiting for a response.

This is not how to cultivate good client relations or promote loyalty.
Duncan Cowie

Lack or no communication when dealing with Home Loan Team. Hopelessly slow & cumbersome home loan approval process. Doesn't tell you about all charges before getting pre-approval these charges show up after you've put a deposit and while getting full approval. When you can't say NO. You only get 5-7 days for gaining full approval after you've put a deposit. One team member says document is not required. Other team member comes back requesting the same document late in the process.

Signed with Ing Direct on low rates only to have this increase 2 times within 9 months.

When I asked Ing Direct to match their current advertised rate for new customers for the same product, they refused making multiple excuses.

I expected better from Ing Direct & never experienced this type of approach from another provider.
I highly recommend that you stay away from IngDirect for home loans unless you like feeling ripped off.

I wish I had read the reviews on this site prior to chatting with Ing Direct, I would have stayed away.

ING and their lawyers (Dentons) sat on the paperwork for five weeks; literally the day before settlement my solicitor gets a call that ING cant use my nominated account (which is an ING account).

Even while filling out the paperwork with the mortgage broker five weeks ago, we were on the phone to ING to make sure the account would be fine to use; they transferred in a nominal 5 cents to ensure it would go through.

Now they tell us, because the ING Acct No. doesn’t start with a 3 or a 6, they can’t use it!!!??

Being the day before settlement, I don’t have time to change mortgage providers.

Keep away from ING!!

This was to be our 2nd time around with ING. Our 1st loan 7 years ago being great.

This most recent home loan experience was terrible.

Lots of mistakes made by ING, and a comedy of mistakes from Denton’s (ING solicitors).

We have now settled and received a letter today about where the direct debit to service the loan is coming from. Even this is incorrect, incorrect account numbers, and this despite us banking with ING.

If you like getting your teeth pulled, if you like constantly having to phone then this is the loan for you.

I seriously felt like we went through a process with a nonexistent workflow in place... how hard can it be really if you do this all day everyday??

ING will lead you in with low rates and then they will immediately raise your variable rate after settlement.

After that they will increase your yearly home loan fee by several hundred dollars.

If you opt for a fixed rate, be very very careful as the day before settlement they will contact you advising the fixed rate has gone up and because there's no time to organise anything else you're stuck.

Very shifty, would never use them again.

Application forms filled with errors, seriously slow consultants, documents requested regularly with no reason why. It all became too hard after weeks of delays and I'm going elsewhere. This was for a refinance so I can't imagine how stressful it would be if you were making a new purchase and needed settlement. Avoid!

Our broker suggested ING and told us it was a 2-3 day approval process. That was not true at all. We needed a ten day extension on a 28 day finance clause. I can honestly say that every three days they would request we fill out another form - instead of telling us what they require in one email. The day of our finance clause expiration they ordered the valuation, in which.caused further delays. In the end I lodged a formal complaint. It was only at this point that they looked at and completed our application in a timely manner. Never again! Most stressful finance process I've ever been through.

Rates went up almost immediately after signing the contract (felt like I had been given the wrong info). The rates are still 3.79% to sign you up online but, they don't maintain that for existing customers. If you are happy with a increased rate shortly after signing then, go ahead!

4 full weeks of sitting on the application, riddled with mistakes on the bank's part along the way (e.g. providing the wrong forms, advising the incorrect procedures, etc).

Then at the 11th hour, halfway into our contract cooling-off period they decline the application for a reason that we could have been warned well in advance about. But this is not before they send out a false text message and email to both applicants saying that it was formally approved. It took hours for them to clarify that it was actually declined.

Communication is poor throughout the whole process and they don't seem to care that customers could potentially lose their deposits because they're so slow and incompetent.

If we could score zero stars we would.

ING Gave 3.79% a year ago (orange advantage) as advised normally on their web page and now they are keep increasing interest rate by >0.2 % each time. This happened twice and current interest rate is 3.92%. They advertised cheaper rate compare to other banks to get people into.

So Beware of their marketing scam. I m going to get rid of this bank soon.

Cheers!

As existing long-term customers of ING, our experience of arranging a pre-approval and a second house loan has been woeful. They are chronically understaffed, staff say they are overloaded with customers/loans to process, they give misleading information, and their communication is sporadic, poor, even verging on rude. It's as if they don't want customers - extraordinary in a competitive marketplace. In the middle of a sale process it wasn't clear whether were about to loose out on our house purchase simply because of ING's delayed processes and poor communication. Staggering. We will be reconsidering our ongoing banking options.

They get you in with good rates. Then after 2-3 months they increase their rate, while what is advertised at the same time is cheaper than you are paying.
I have orange advantage, am paying 4.04% while they are advertising 3.79%.
12.JUL. 2017: paying 4.25%, web site is offering 4.14%. Is this even legal?