What a waste of time & money. I was an ING Direct fan until trying to refi my home starting 3/13/12. Despite my 815 credit score, more equity in the home than the loan request, ample documented investments that would allow me to pay off the loan if needed, & great income to debt ratios, I could not keep up with ING's over-the-top requests for documentation. They have a terrible website that is supposed to give up-to-the-minute information on the loan doc requirements. It was redundant, contradictory, & confusing. After over a month of complying with every request, ING decided they wanted to see 'stamped certified' 2011 tax returns (I had already provided 2009 & 2010) for my business and personal. This involves filing the returns at an IRS office where they physically stamp the return to show it was actually filed. I asked ING if this was the last documentation they would need because I had provided so much already. They assured me it was. At that point we were fast approaching the deadline for the lock to expire, so I had to make special arrangements with my CPA to rush the returns. He said that the IRS no longer provides 'stamped certified' copies because they require businesses to file electronically but they do provide a receipt showing the taxpayer name & a tracking control number to verify submission. Upon receiving everything from my CPA, I emailed the returns with ALL schedules (6 for business, 13 for personal) to ING along with the IRS receipts. Several days later, I discovered that this wasn't good enough either. They now wanted a copy of the canx check to the IRS to match the taxes shown as due because they didn't accept the IRS receipt as proof that the returns had been filed. The check hadn't even cleared & it wd hv taken 2 weeks to get a copy of the canx check from the bank. Who knows if even that would have been enough? ING was unwilling to budge so I decided to terminate the process & close all accounts with them. I urge you not to do biz with ING.
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!