Klacht ING Bank: ING is kindly requested to zero the virtual -188 euros balance in order to close my account.

Klachtnummer
# 354264
Gebruiker
Zakelijk ING fees
Datum
12 reacties

Details

De klacht

I had a private company (eshop) for 1,5 year. I was obliged to have a business bank account and so I created one in ING. My company has stopped its activities two years ago.
For these two years I kept been charged by ING with fees for "services" (I am wondering what services did they provide for an inactive account...) So eventually now I have a -188€ negative balance. They have kept charging me with various amounts of money (28€, 4€, 3€ etc) ALTHOUGH THEY KNEW THAT IT WAS A NEGATIVE BALANCE.

De oplossing

ING should have informed me from the very first moment that a negative balance is created and me to react properly by closing my account. Now that I have discovered what was going on all this time, I am not permitted to close the account unless I have a positive balance.

12 reacties

  1. Auteur
    Zakelijk ING fees
    Datum
    The solution should contain the following also : Now that I have discovered what was going on all this time, I am not permitted to close the account unless I have a positive balance.
  2. Auteur
    ING Bank
    Datum
    Dear mister Nikolaou,

    I'm sorry to hear you want to close your Business Account. And you're right, we're only able to close your account when there's a possitive balance. Not using your account, does not mean you don't have to pay for it I'm afraid.

    I advise you to contact my colleagues from business department by phone, they can tell you what you could do. The phonenumber is: 020 22 888 22, you can reach them today untill 17.00 hour. And Monday-Friday 8.00-21.00 hour.

    With kind regards,

    Janneke
    ING|Webcare
  3. Auteur
    Zakelijk ING fees
    Datum
    Dear Mrs Janneke,
    I definitely understand your policy of not closing an account that has a negative balance. IF THIS BALANCE WOULD BE INTENTIONALLY CREATED BY ME.
    But
    Could you please be so kind to explain me the reason of not informing me that I had a negative balance for a long period? Instead of notifying me (by an SMS, or by a voice phone, call, or by a mail, or by your app, or by email) you kept charging me for your services.
    Regards,
    Georgios Nikolaou
  4. Auteur
    ING Bank
    Datum
    Goodmorning Georgios,

    When opening an account we inform about the fees we charge for having a current account. We offer different options to check the balance and transactions:
    - Via bank statements send via post
    - Mijn ING internet banking and/or the Mobile App
    - 'Saldolijn'
    - ING ATM

    Our customers are obliged to check their account (balance and transactions) once a while via the given options. I am sorry to hear that you where not aware of the negative balance on the account.

    Regards,
    Sabrina
    ING | Webcare
  5. Auteur
    Zakelijk ING fees
    Datum
    Dear Sabrina,
    I am sure that you understand the importance of notifying your customers as soon as a negative balance is created to an account, for many reasons, including and top of all the safety of transactions for the ING customer.
    Or maybe in some cases you do inform your customers and in some you don't.

    I can see two options for the "charging robot":
    1. It keeps doing its job in the wrong way, charging without informing ... and has to be rectified

    2. It is not a faulty function but it is a creative way to earn money ... but doesn't this way cost much more to the reputation of your bank, for a few euros earning?

    I am sure you will understand how uncomfortable and unsafe I feel, as I have trusted you to manage my money.

    Regards,
    George
  6. Auteur
    ING Bank
    Datum
    Fees will be charged when the account is active. We stop charging a fee when the account is requested to be closed. This can be arranged via Mijn ING internet banking via 'Betaalrekening opzeggen' or at an ING office.

    Every quarter we charge a fee for having a bank account, we will calculate the fee for the last quarter up to the date of closure.

    More information about the fees is explained in our terms and conditions, they can be found on our website. The fees are explained when opening an account.

    I am sorry to here that you where unaware about a negative balance on the account. How did this happen, did you not have any acces to Mijn ING internet banking?

    Regards,
    Sabrina
    ING | Webcare

  7. Auteur
    Zakelijk ING fees
    Datum
    Dear Sabrina,
    I am not discussing about when or why fees are charged. This is you policy and I can either choose it or leave it.
    I am highly worrying by the fact that you haven't informed me from the very first moment of the first negative balance of even one eurocent to my account. As long as there was a positive balance, you had every right to keep money.
    My question is when there were no money left to keep, why you kept creating a dept ? Without informing me.
    Let's say somebody else could misuse my bank account or maybe I on purpose or accidentally create debts spending money that they do not exist.
    Regards,
    George
  8. Auteur
    ING Bank
    Datum
    It is important that our customers are able to check the transactions that are made on the account. If they see something wrong, they can contact us.

    We send bank statements via post when there is no internet banking account. If the customer chooses to use internet banking, the account/balance and transactions can be checked online. So this means that we inform our customers about the balance and transactions in two ways; via internet banking or via bank statements.

  9. Auteur
    Zakelijk ING fees
    Datum
    I see,
    So you find it quite normal for your customers to create negative balances and also normal not to be informed or asked for the reason that this negative balance is created.
    You feel safe and sure that the customer is going to pay in all cases, no matter what.
    So if somebody is secretly taking money from my account I am responsible for this misuse. And ING services is just charging me with money and only, as I understand.
    George
  10. Auteur
    ING Bank
    Datum
    An overdraft can only occur by a deduction of the fee for having an account (quarterly charges), or by a deduction of the Belastingdienst (Dutch IRS). A transfer or a withdrawal with the debit card cannot be done when the balance is not sufficient.

    Regards,
    Sabrina
    ING | Webcare
  11. Auteur
    Zakelijk ING fees
    Datum
    It is not fair at all. I am not convinced that you shouldn't inform me of the negative balance.

    I will pay but I don't feel nice at all by what happened.

    If this is the way to earn money ... ANYWAY

    Regards,
    George

  12. Auteur
    ING Bank
    Datum
    Dit is onze laatste reactie
    I'm sorry to hear that. Hopefully you will be able to close the Bank Account very soon.
    I will forward your feedback.

    Despite I wish you a nice weekend.

    Regards,

    Lysanne
    ING Webcare

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