Thousands of ING customers have reported issues with the bank's online services. The major Aussie bank admitted that the ING website and app are "experiencing issues" which is causing "delays making and receiving payments".
Users started reporting issues just before 8am Wednesday. But the bank had not posted an official update on social media about the outage until 1.13pm.
"Our team are working urgently to resolve this issue. We are sorry any inconvenience this is causing," ING said on X.
It had been responding individually to customers who complained online.
"Could you put a message on your phone line so that we know this without having to hold for 40 mins," one said.
"Too slow to let customers know," noted another.
Others detailed how the "issues" had impacted their day-to-day transactions.
"Everything is down? please let us know what's going on," added another.
"Why does every Australian bank have 'longer than usual wait times due to excessive call volume', regardless of when you call?? Trying to talk to @ING_Aust to find out why they blocked a payment, and I'm told its a 50 min wait. I'm a busy person, this is terrible service," said a third.
More than 2,300 people reported issues to DownDetector, which monitors online outages, by 1pm.
There's no indication how long it will take for the issue to be rectified.
Customers Frustrated by Outage
The glitch comes not long after Westpac and St George had multiple back-to-back outages, as well as Commonwealth Bank's glitch that saw customers get charged twice for certain purchases. Customers at a major Australian bank have reported being locked out of the website and app, with staff 'urgently' working to resolve the issue.
ING Australia customers have been frozen out of accessing app and online banking services due to an ongoing outage. ING Australia has experienced an outage on their website and app leaving customers outraged, as the major bank works to resolve the disruption.
Almost 1,300 people reported issues accessing ING Australia banking services by midday on Tuesday, according to website Down Detector. ING said it was 'aware that some customers are currently experiencing issues accessing the ING website and app and delays making and receiving payment'.
'Our team are working urgently to resolve this issue. We are sorry any inconvenience this is causing,' the bank said on X, formerly know as Twitter. Customers wrote on the social media platform that they had been unable to access the ING Australia website and app for several hours.
'Any feedback on your app and website being down would be handy...... when you're ready. All good, just got bills to pay,' one user said. 'Its only taken your company 4.5hrs to let us know. Cheers for the heads up. Can't expect much better from ING I guess..... time to switch to a real bank I guess.'
'Website and App down…….! Can't seem to access or login to do transactions,' another said.
Customer Reactions and Concerns
Almost 1,300 people reported issues accessing ING Australia banking services by midday on Tuesday, according to website Down Detector. ING said it was aware of the issue.
'So no attempts at notification than all banking is down and we cant do any transactions?' one wrote. 'What's happening with your Online banking website? It's been down all morning - and no mention of it here? Poor Service,' one customer said.
While the bank had replied to individual messages to its X account, as of 1pm on Wednesday no statement had been issued to the bank's profile page.
More than 1,600 people reported issues of being locked out of their banking services about midday Wednesday, according to the Down Detector website. About 54 per cent of the reports related to mobile banking, 26 per cent for online banking and 20 per cent for mobile login issues.
ING released a statement just after midday, saying it was aware of the outage.
"We are aware that some customers are experiencing issues accessing the ING website and app," a spokesperson said on Wednesday. "The issue has been identified and our team are making progress in resolving the disruption. We sincerely apologise to any customers who may be impacted." Customers took to social media platform X to express their disappointment in the bank's outage.
"Very disappointed ING Aust. At least let us know there’s an outage so we can make some arrangements instead of us customers find out on social media," one person said. "This is incredibly bad timing I'm currently doing a private car purchase and I'm standing with the seller trying to pay what is the fastest way to do this. Please respond," another wrote.
ING Not Alone
ING isn't the only bank to experience outages this month with St George and Westpac customers left unable to access their bank.
Customers reported experiencing long loading times, followed by message stating "something isn't working as it should, but we're onto it".
Many ING customers started to report issues at 8.00am this morning on Down Detector, before reports spiked significantly at midday.
Time to Switch Banks?
The outage is the latest in a series of issues that have plagued Australian banks in recent months. This has led some customers to question whether it's time to switch banks. It remains to be seen how long the outage will last, but ING customers are understandably frustrated by the lack of communication from the bank. The bank has said it is working to resolve the issue, but has not provided any details about what caused the outage or when it will be fixed.
