I've been with ING Direct for about 10 years. I first joined because of a promotion that they were running (I think they were giving away $50 for opening an account).
I initially thought that having an account where I couldn't walk into a local branch would never work. However after a while ING became my primary account and everything worked out just fine.
In the 10 years that I've been with them, I've only needed to call once to ask a question (which was answered to my satisfaction if I remember correctly).
Bills were paid in a timely manner. Paychecks were available when they were supposed to be and I had no complaints.
I still have no complaints, however I worry about Capital One taking over. I was a Capital One customer for a short time a very long time ago. I remember not missing having a relationship with the company. So when I found that Capital One had taken over ING Direct I started researching other online banks to switch to. I also thought about the best way to transfer my bills over to that new bank (whoever it may be) with as little disruption as possible.
As it stands for now things have pretty much remained the same as they did pre-Capital One days. Actually, they've introduced a few new things such as remote check deposits (which I've used a couple of times).
So I guess as long as Capital One minds its manners I will remain with them. If not, I have already have experience telling them to take a hike.
I came home one evening and I found all the pension records of my neighbors in a bundle, not placed in their mailboxes, for anyone to take. I find this very unprofessional. After calling one representative over the phone about this, they very casually blew me off. I found that very disrespectful and I am quite sure what was done was illegal. I was very disappointed.
I have been with ING for 3 years and last year i moved all my banking to them. It's amazing that I don't pay any fees and I love using pay wave as you actually get some money back from ING for using it. Last week I was traveling in Cambodia and an ATM malfunctioned and didn't dispense over $400. I called up the customer service line, the woman was reassuring and very professional and they didn't transfer my call once. I got the money back 2 days after the phone call. Very impressed. Also they only charge $2.50 for international withdrawals, not a percentage like other banks!