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, our refund service is here to help.
You can use our refund service if:
No, refunds can only be given for amounts charged to your credit card. Credit card pre-authorisations cannot be refunded.
A pre-authorisation is a temporary hold of a payment on your credit card that is waiting to be finalised and can no longer be cancelled. The pre-authorised amount is deducted from (debit) or added to (credit) your available credit card balance. This can happen if you order something online or put down a deposit when hiring a car. It can take up to 21 days for a credit card pre-authorisation to be processed or cleared from your transactions. Pre-authorisations are not included in the monthly amount collected by ING. Please note: Only the merchant can cancel a pre-authorisation.
Have you reported the issue to us and provided all supporting documents? Then we will do our utmost to let you know within 2 months 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 requests.
"}},{"componentType":"accordion","accordionList":[{"title":"Two months have passed, and I still haven’t received an answer. What should I do?","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 here, 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.
"}}]},{"componentType":"sectionTitle","title":"Good to know about the refund service"},{"componentType":"paragraph","richBody":{"value":"You can also use the refund service to get refunded for a charge made to your positive balance. A positive balance is when you make an extra credit card payment from your current account to raise your card limit. You can do that in the ING App or My ING. Read more about extra payments or withdrawing a positive balance from your credit card.
"}},{"componentType":"sectionTitle","title":"What to do if you suspect fraud"},{"componentType":"paragraph","richBody":{"value":"Contact our emergency line immediately so we can assist you and prevent further losses. In this case, you do not need to use the refund service to get your money back. You can report fraud via chat on weekdays from 8:30 to 17:00 or 24 hours a day, 7 days a week by calling 020 22 888 00.
If you’ve subscribed to something without realising it, and your credit card has been charged, please complete the refund service form.
"}},{"componentType":"linkList","iconTitle":{"title":"Downloads & information"},"textLinks":[{"url":"https://assets.ing.com/m/1597ffe0420b23da/original/Credit-Card-terms-and-conditions.pdf","text":"Credit card terms and conditions 2024"}]},{"componentType":"linkList","iconTitle":{"title":"More information"},"textLinks":[{"url":"https://www.ing.nl/en/personal/search?q=credit+cards","text":"Frequently asked questions about credit cards"}]},{"componentType":"linkList","iconTitle":{"title":"Payments"},"textLinks":[{"url":"/en/personal/payments/bank-accounts","text":"Bank accounts"},{"url":"/en/personal/payments/pay-with-your-phone","text":"Mobile payments"},{"url":"/en/personal/payments/money-transfers","text":"Transfer money"},{"url":"/en/personal/payments/creditcards","text":"Credit cards"},{"url":"/en/personal/payments/debit-cards","text":"Debit cards"},{"url":"/en/personal/payments/cash","text":"Cash"},{"url":"/en/personal/payments/payments-abroad","text":"Payments abroad"},{"url":"/en/personal/payments/switch-to-ing","text":"Switch from your current bank to ING"},{"url":"/en/personal/payments/rates","text":"Payment product rates overview"},{"url":"/particulier/betalen/bankrekeningen/pakketvergelijken","text":"Compare packages"}]}]}}}