{"type":"document","data":{"id":"5587e8ad-64d9-4a75-aaa7-8f9744a70094","localeString":"en-GB","publishDate":"2026-02-20T17:05:59.266+01:00","contentType":"onecms:productPage","hasMacro":false,"flexPageMetadata":{"afmBanner":false,"robotInstruction":{"noIndex":false,"noFollow":false},"description":"Information about what to do when you've been scammed and how ING can help you"},"mainHeaderZone":{"componentType":"productHeader","coreHeader":{"headerImage":{"transformBaseUrl":"https://assets.ing.com/transform/f2f3b8fe-543d-4c81-9a4a-827c807b7d3c/Young-man-with-curly-red-hair-shows-his-friend-something-on-his-iPhone","type":"image","width":5616,"original":"https://assets.ing.com/m/1d4aa088f13dd2c6/original/Young-man-with-curly-red-hair-shows-his-friend-something-on-his-iPhone.jpg","extension":"jpg"},"title":"Receiving help after being scammed"},"backLink":{"textLink":{"url":"/en/bank/safe-banking","text":"Safe banking"}}},"flexZone":{"flexComponents":[{"componentType":"paragraph","title":"What should you do if you’ve been scammed?","richBody":{"value":"<ul><li>Have you bought something online, for example via Marktplaats, Facebook or eBay, but never received it? And do you suspect you’ve been scammed? Then read the article <a data-type=\"internal\" href=\"/en/bank/safe-banking/receiving-help-after-online-purchase-fraud\">Help after online purchase fraud.</a></li><li><p>Have you been scammed in another way and are you an ING customer? Report this to the <a data-type=\"internal\" href=\"/en/bank/safe-banking/report-fraud\">ING Hotline.</a> We will then inform the recipient’s bank as quickly as possible that fraud may be involved, so they can investigate the account and take action where possible.</p></li><li>For fraud following an online purchase, we cannot do this for you. Read what you <i>can</i> do in the article <a data-type=\"internal\" href=\"/en/bank/safe-banking/receiving-help-after-online-purchase-fraud\">Help after online purchase fraud.</a></li><li>Report the fraud to the police immediately.</li></ul>"}},{"componentType":"paragraph","title":"What does ING do for you?","richBody":{"value":"<p>The payment you made is final and cannot be reversed. However, we can help you if you want to try to recover your money through a civil procedure. Please note: we can only help if you are an ING customer.</p><ul><li>After your report, we will contact the recipient’s bank as soon as possible to ask whether the money is still in the recipient’s account and whether it can be returned.</li><li>If that is not possible and you want to recover your money through the courts, we can send a letter to the recipient. This letter states that you have reported the matter to the police and requests that the recipient transfers the money back to you within three weeks.</li><li>If the recipient does not do so, we are allowed to share their contact details with you. You can then use these details to try to recover your money through a civil procedure.</li><li>If it turns out that the recipient is entitled to the money, we will not share their contact details with you.</li></ul><p>This process has been agreed between banks that are members of the <strong>Dutch Payments Association</strong>. This means we can only start this process if the money was transferred to a Dutch bank account held with a bank that is <a href=\"https://www.betaalvereniging.nl/over-ons/leden/\">a member of the Dutch Payments Association</a>.</p>"}},{"componentType":"paragraph","title":"How does it work?","richBody":{"value":"<ul><li>Report the fraud immediately to the <a data-type=\"internal\" href=\"/en/bank/safe-banking/report-fraud\">ING Hotline.</a></li><li>Report the fraud to the police straight away and send us a copy of the police report.</li><li>If it has not been possible to recover the money and you want to start a civil procedure, we will send the recipient a letter requesting that the money be returned within three weeks. The transaction must have taken place no more than 13 months ago.</li><li>After three weeks, we will check whether the money has been returned to your account.</li><li>If this has not happened, we will provide you with the recipient’s contact details so you can start a civil procedure. You will be informed personally.</li></ul>"}},{"componentType":"linkList","iconTitle":{"icon":{"transformBaseUrl":"https://assets.ing.com/transform/f52818ae-9791-4ef7-9799-d3f991c2e3b4/Functionalities-Lock_Confirmation_Outline","type":"image","width":32,"altTextNL":"\"\"","original":"https://assets.ing.com/m/5b979bd44d912a17/original/Functionalities-Lock_Confirmation_Outline.svg","extension":"svg"},"title":"Safe banking"},"textLinks":[{"url":"/en/bank/safe-banking/report-fraud","text":"Report fraud to the Hotline"},{"url":"/de-ing/veilig-bankieren/soorten-oplichting-fraude","text":"More types of scams and fraud"},{"url":"https://zowerktfraude.nl/","text":"Recognising & preventing fraud"},{"url":"/en/bank/safe-banking/5-bs/update-your-browser-and-operating-system","text":"Which browser, even with screen reader"}]}]}}}