{"type":"document","data":{"id":"c38df652-a871-4e2d-b64d-825be4bdcd6e","localeString":"en-GB","publishDate":"2025-12-23T15:58:14.375+01:00","contentType":"onecms:productPage","hasMacro":false,"flexPageMetadata":{"afmBanner":false,"robotInstruction":{"noIndex":false,"noFollow":false},"description":"Has an amount wrongly been charged to your debit card? Check if you can get a refund via the refund service to get your money back."},"mainHeaderZone":{"componentType":"productHeader","coreHeader":{"headerImage":{"transformBaseUrl":"https://assets.ing.com/transform/bd905d5e-8fba-459e-b87a-629cd28b1fcb/rear-view-of-woman-standing-on-road","type":"image","width":5899,"original":"https://assets.ing.com/m/69be6d784b8305fd/original/rear-view-of-woman-standing-on-road.JPG","extension":"jpg"},"title":"Refund service debit card","subtitle":"Has an amount wrongly been charged to your debit? Or was the product you ordered delivered incorrectly? With our refund service, you stand a better chance of getting your money back."},"headerNotification":{"notification":{"body":"For iDEAL | Wero and account transfers you can't make use of the refund service","notificationType":"warning","productTaxonomy":{"keys":["productshop","products","personal_1","payments-and-creditcards-personal"],"taxonomyType":"productTaxonomyContainer"},"personalizationTaxonomy":{"taxonomyType":"personalizationTaxonomy"}}},"backLink":{"textLink":{"url":"/en/personal/payments/debit-cards","text":"ING debit cards"}}},"flexZone":{"flexComponents":[{"componentType":"sectionTitle","title":"When can you request a refund?"},{"componentType":"paragraph","richBody":{"value":"<p>You should always try to find a solution with the seller first. If you can&apos;t get things sorted or if you can&apos;t reach them, our refund service is here to help.</p><p>You can use our refund service if:</p><ul><li>a charge has been made to your card wrongly; including Apple Pay, Google Pay, Garmin Pay transactions.</li><li>it&apos;s been 30 days since your card was charged, and you still haven’t received your purchase;</li><li>your order was delivered incorrectly or is fake;</li><li>it&apos;s been 15 days since the seller promised a refund, and you still haven’t received your money;</li><li>you received no cash, or too little cash from an ATM other than a Geldmaat ATM; </li><li>you subscribed to something without realizing it, and your card has been charged. Please note: using this service does not result in the termination of a subscription, please contact the seller to stop the subscription.</li></ul><p>Make sure that you request your refund within 120 days after your card was charged. Requests made after this deadline will not be processed.</p>"}},{"componentType":"sectionTitle","title":"How it works"},{"componentType":"paragraph","richBody":{"value":"<ul><li>log in to the ING App or My ING </li><li>go to transactions overview and choose the transaction you want to dispute</li><li>scroll down, click on “Report an issue” button and complete the form with all relevant details related to your issue. If the button is not available, could mean that the transaction is still on reservation and cannot be disputed at the time being</li><li>the online request form shows if we need additional supporting documents, for example an invoice or a letter </li><li>add the supporting documents by uploading them, you can add them in the very last step of the refund service process</li><li>after uploading all the supporting documents, click upload, then your request has been submitted to us</li><li>within 30 working days, we will let you know if and when you will get your money back</li></ul>"}},{"componentType":"highlight","title":"Processing Time: What Can You Expect?","richBody":{"value":"<p><span><span><span>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.</span></span></span></p><p><span><span><span>Want to know the status of your request? Go to <a href=\"https://mijn.ing.nl/banking/dhs-request/services\">request overview </a>or open the ING App and tap the bell icon in the top right corner. Under requests, you will see your pending requests.</span></span></span></p>"}},{"componentType":"accordion","accordionList":[{"title":"When is the refund service not possible?","richBody":{"value":"<ul><li>you used iDEAL |  Wero to complete the payment; contact the merchant directly to resolve the issue.</li><li>the amount has been reserved on your card and has therefore not yet been charged;</li><li>you are dissatisfied with a service that you received;</li><li>this concerns the transfer of funds to an investment account (including crypto currency);</li><li>you made a donation through a crowdfunding platform;</li><li>you did not pay the seller directly, but via e.g. Western Union or PayPal.</li><li>you received no cash, or too little cash from an Geldmaat ATM.</li><li>you did a payment via My ING or the ING App, see link below for more information.</li></ul>"},"textLinks":[{"url":"/en/personal/payments/money-transfers/made-wrong-payment","text":"Made a payment in error"}]},{"title":"What do I need to do for iDEAL | Wero and account transfers?","richBody":{"value":"<p>For iDEAL | Wero and account transfers you can&apos;t make use of the refund service.</p><ul><li>when you used iDEAL | Wero to complete the payment; contact the merchant directly to resolve the issue.</li><li>when you did a payment via My ING or the ING App, see link below for more information.</li></ul>"},"textLinks":[{"url":"/en/personal/payments/money-transfers/made-wrong-payment","text":"Made a payment in error"}]},{"title":"What do I need to do when I receive no cash, or too little cash from a Geldmaat ATM?","richBody":{"value":"<p>You can easily file a complaint using the form with this <a href=\"https://mijn.ing.nl/banking/complaint-form/withdrawal/individual?EW=true\">link</a>. We are happy to help you. We appreciate your patience as we sometimes need to conduct additional investigations with Geldmaat to resolve the complaint. This process may take up to 30 days. However, if no extra investigation is required, most complaints are resolved within 10 working days. </p>"}},{"title":"Is your creditcard purchase lost, stolen or damaged?","richBody":{"value":"<p>In that case, use your purchase protection insurance (Aankoopverzekering) instead. Please note that this is only for purchases made with your creditcard.</p>"}},{"title":"What is a reservation?","richBody":{"value":"<p>Refunds can only be given for amounts charged to your debit or credit card. <br /><br />A reservation (or pre-authorisation) is a temporary hold of a payment 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 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 pre-authorisation to be processed or cleared from your transactions. Please note: Only the merchant can cancel a pre-authorisation.<br /><br />For credit cards, pre-authorisations are not included in the monthly amount collected by ING.</p>"}},{"title":"Do you suspect fraud?","richBody":{"value":"<p>Report this immediately via the emergency line. We can then best help you and prevent any further damage. In that case, you do not have to request a refund via the refund service. You can report fraud 24 hours a day, 7 days a week by calling 020 22 888 00.</p>"}},{"title":"Two months have passed, and I still haven’t received an answer. What should I do?","richBody":{"value":"<p><span><span><span>Your request is still being processed; unfortunately, it’s taking a bit longer in this case. Check the status of your pending request <a href=\"https://mijn.ing.nl/banking/dhs-request/services\">here</a>, 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.</span></span></span></p>"}}]},{"componentType":"cta"}]}}}