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":"Don't recognise a payment?
"}},{"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 reported the issue to us 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.
"}},{"accordionList":[{"richBody":{"value":"For iDEAL | Wero and account transfers you can't make use of the refund service.
You can easily file a complaint in that case using the form. 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.
"},"title":"What do I need to do when I receive no cash, or too little cash from a Geldmaat ATM?"},{"richBody":{"value":"In that case, use your purchase protection insurance (Aankoopverzekering) instead. Please note that this is only for purchases made with your creditcard.
"},"title":"Is your creditcard purchase lost, stolen or damaged?"},{"richBody":{"value":"Refunds can only be given for amounts charged to your debit or credit card.
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 30 days for a pre-authorisation to be processed or cleared from your transactions. Please note: Only the merchant can cancel a pre-authorisation.
For credit cards, pre-authorisations are not included in the monthly amount collected by ING.
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.
"},"title":"Do you suspect fraud?"},{"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.
"},"title":"6 weeks have passed, and I still haven’t received an answer. What should I do?"},{"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's the difference between an unintentional subscription and fraud?"},{"richBody":{"value":"Ask the seller for proof of the refund. Check:
Then check your account overview. A refund may be shown under a different date or name.
Is the money still not visible 15 days after the refund? You may be able to use the Refund Service.
"},"title":"The seller says the money has been refunded, but I cannot see it"},{"richBody":{"value":"Check ‘Your requests’ to see whether your request was received and what its status is.
Also check your email and messages from ING. Sometimes we need more information or documents. Send these as explained in the message.
After you submit your request, we aim to tell you within 6 weeks whether you will get your money back. Has it taken longer? Check ‘Your requests’ and your messages again.
"},"title":"What is the status of my Refund Service request? "},{"richBody":{"value":"Did you receive an error while submitting your request? First check whether the request appears under ‘Your requests’.
If the request appears under ‘Your requests’, do not submit a new request. This prevents the same request from being submitted more than once.
If documents are missing, ING will send you a message. The message explains which documents are needed and how to submit them.
If the request does not appear under ‘Your requests’, start the application again.
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