You should always try to find a solution with the seller first. If you can't get things sorted or if you can't reach them, you may be able to use the refund service.
You can use our refund service if:
Good to know: We may ask you to provide proof that you contacted the retailer and details of the response you received.
"}},{"componentType":"sectionTitle","title":"How it works"},{"componentType":"paragraph","richBody":{"value":"Good to know: Before you submit your request, make sure you have included all the required documents.
"}},{"actionAccordionList":[{"icon":{"altTextNL":"\"\"","extension":"svg","original":"https://assets.ing.com/asset/5088d817-3e5e-4106-866e-bc520fbd75fc/Feedback-Thumbs_Up_Outline.svg","publishedAt":"2022-07-04T15:08:57Z","transformBaseUrl":"https://assets.ing.com/transform/5088d817-3e5e-4106-866e-bc520fbd75fc/Feedback-Thumbs_Up_Outline","type":"image","updatedAt":"2023-12-21T15:06:59Z","width":32},"paragraphs":[{"componentType":"paragraph","richBody":{"value":"Did you forget to add a document? Wait for our email. You can send the missing documents afterwards.
Good to know about the refund service
"}},{"icon":{"altTextNL":"\"\"","extension":"svg","original":"https://assets.ing.com/asset/e2274273-96dc-48a1-9c2c-17f9311aed5e/Feedback-Light_Bulb_Outline.svg","publishedAt":"2022-07-04T13:36:06Z","transformBaseUrl":"https://assets.ing.com/transform/e2274273-96dc-48a1-9c2c-17f9311aed5e/Feedback-Light_Bulb_Outline","type":"image","updatedAt":"2023-12-21T16:10:32Z","width":32},"paragraphs":[{"componentType":"paragraph","richBody":{"value":"First, check whether you can identify the payment after all.
Do you still not recognise the payment after checking? Then contact our the Emergency Line. The payment may be fraudulent.
You can contact our Emergency Line via chat on weekdays from 8:30 to 17:00. Our Emergency Line is also available by phone 24 hours a day, 7 days a week on 020 228 88 00.
"}}],"title":{"value":"
Unrecognised transaction on your credit card?
"}},{"icon":{"altTextNL":"\"\"","extension":"svg","original":"https://assets.ing.com/asset/52219bbb-1be0-4c1c-bd14-267a23217ab1/Functionalities-Setting_Outline.svg","publishedAt":"2022-07-04T14:40:04Z","transformBaseUrl":"https://assets.ing.com/transform/52219bbb-1be0-4c1c-bd14-267a23217ab1/Functionalities-Setting_Outline","type":"image","updatedAt":"2023-12-21T19:44:48Z","width":32},"paragraphs":[{"componentType":"paragraph","richBody":{"value":"Possible fraud
You do not recognise the payment and did not authorise it. Report this immediately via ING’s Emergency Line.
You can contact our Emergency Line via chat on weekdays from 8:30 to 17:00. Our Emergency Line is also available by phone 24 hours a day, 7 days a week on 020 228 88 00.
Possible unintentional subscription
An unintentional subscription is a subscription you signed up for in the past but no longer recognise.
We regularly see customers who do not recognise a payment, while it turns out to be linked to a subscription they previously signed up for. For example, after a trial package, online service or free trial period that automatically changed into a paid subscription. A company may also charge you under a different name than you expect.
Important: A refund service request does not automatically cancel a subscription. Contact the seller to cancel the subscription.
"}}],"title":{"value":"Is it fraud or an unintentional subscription?
"}}],"componentType":"actionAccordion"},{"componentType":"sectionTitle","title":"Processing Time: What can you expect?"},{"componentType":"paragraph","richBody":{"value":"Have you submitted your request and provided all supporting documents? Then we will do our utmost to let you know within 6 weeks whether and when you will get your money back.
Want to know the status of your request? Go to request overview or open the ING App and tap the bell icon in the top right corner. Under requests, you will see your pending refund service requests.
"}},{"componentType":"sectionTitle","title":"Frequently asked questions about the refund service"},{"accordionList":[{"richBody":{"value":"Not every unknown charge is fraud. Sometimes a payment is for a subscription you agreed to in the past. For example, after a trial package, online service or subscription that was automatically renewed.
Possible unintentional subscription
Possible fraud
Do you think it is fraud? Contact our Emergency Line immediately on 020 228 88 00.
"},"title":"What is the difference between an unintentional subscription and fraud?"},{"richBody":{"value":"
You cannot use the refund service if:
A pre-authorisation is a payment that has not yet been fully processed.
In the ING App and My ING, a pending transaction is displayed differently from a completed transaction. If you use the default view, the transaction description and amount are often shown in a lighter colour than a completed transaction.
A pre-authorisation can remain visible for up to 21 days.
While a transaction is stil a pre-authorisation:
Once the payment has been fully processed, it will be shown as a completed transaction.
"},"title":"What is a pre-authorisation?"},{"richBody":{"value":"First, try to resolve the issue with the retailer and cancel the subscription.
If this is not possible, or if the retailer does not respond, you can check whether you are eligible for the refund service. Good to know: If multiple transations relate to the same unintentional subscription, you only need to submit one refund service request.
Important: A refund service request does not automatically cancel a subscription. Only the retailer can cancel the subscription.
"},"title":"What should I do if I have an unintentional subscription?"},{"richBody":{"value":"Your request is still being processed; unfortunately, it’s taking a bit longer in this case. Check the status of your pending request, or open the ING App and tap the bell icon in the top right corner. This way, you don’t need to contact us and can view the status anytime you want. Much more convenient.
"},"title":"6 weeks have passed, and I still haven’t received an answer. What should I do?"}],"componentType":"accordion"},{"componentType":"linkList","iconTitle":{"title":"More information"},"textLinks":[{"text":"Frequently asked questions about credit cards","url":"https://www.ing.nl/en/personal/search?q=credit+cards"}]},{"componentType":"linkList","iconTitle":{"title":"Payments"},"textLinks":[{"text":"Bank accounts","url":"/en/personal/payments/bank-accounts"},{"text":"Mobile payments","url":"/en/personal/payments/pay-with-your-phone"},{"text":"Transfer money","url":"/en/personal/payments/money-transfers"},{"text":"Credit cards","url":"/en/personal/payments/creditcards"},{"text":"Debit cards","url":"/en/personal/payments/debit-cards"},{"text":"Cash","url":"/en/personal/payments/cash"},{"text":"Payments abroad","url":"/en/personal/payments/payments-abroad"},{"text":"Switch from your current bank to ING","url":"/en/personal/payments/switch-to-ing"},{"text":"Payment product rates overview","url":"/en/personal/payments/rates"},{"text":"Compare packages","url":"/en/personal/plans/4-compare-plans"}]}]},"hasMacro":false,"id":"a2cbdd1e-8a8c-4928-9ef1-6a1ad0042fb7","localeString":"en-GB","mainHeaderZone":{"backLink":{"textLink":{"text":"Request a credit card","url":"/en/personal/payments/creditcards"}},"componentType":"productHeader","coreHeader":{"headerImage":{"altTextDE":"\"\"","altTextEN":"\"\"","altTextFR":"\"\"","altTextNL":"\"\"","extension":"jpg","original":"https://assets.ing.com/m/6bbaee9a9cd5be80/original/Young-woman-enjoys-the-sun-and-the-wind-blowing-through-her-hair.jpg","publishedAt":"2022-05-26T14:59:12Z","transformBaseUrl":"https://assets.ing.com/transform/027bc1d4-a171-494d-a35c-0b12cf13f8b8/Young-woman-enjoys-the-sun-and-the-wind-blowing-through-her-hair","type":"image","updatedAt":"2022-08-22T08:53:24Z","width":5472},"subtitle":"Have you paid with your ING Credit Card and has something gone wrong? With the refund service (GeldTerugService), you can ask us to investigate a payment in some situations and you may be able to get your money back.","title":"Refund service for your ING Credit Card"}},"publishDate":"2026-09-15T15:28:39.207+02:00"}}