Category: House & Home
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Sub category: Buy

Joshua and Pia: Stage 3 – The Italy incident

In classic Josh and Pia fashion, we compared a lot of banks and products before deciding on where we would apply for our home loan. One of the things that helped persuade us was the fact that we were already banking with ING DIRECT for our day-to-day accounts. Pia is Dutch, so her history with ING DIRECT actually goes way back, but we’d only switched our Australian accounts over in recent years.

That said, our experiences dealing with them have been enough to encourage us to recommend the bank pretty vehemently to our friends and families. Honestly, we even attribute our savings on everyday banking fees from our accounts to why we’ve been able to save so well over the past five years. But it’s not even about that, their customer service is unreal.

One of the things that helped persuade us was the fact that we were already banking with ING DIRECT for our day-to-day accounts.

In particular, it was on our Italian trip a couple of years ago that we were really sold on ING DIRECT. We were driving around Tuscany, up to the top of the hills in San Gimignano, and we found some souvenirs that we decided we had to take home to our families back in Australia. When we went to purchase them at the register, our cards were declined! We realised quickly that the cards had all been blocked. As you can imagine when you’re overseas, not having access to your funds is pretty detrimental to your trip. It dawned on us we hadn’t informed the bank that we’d be travelling, so we quickly gave their customer service team a call. Within seconds – literally we were still standing at the cash register – they unblocked our cards. I guess you could say in this case, it was amazing how quickly they blocked the cards when they saw they were being used for overseas transactions, and just as impressive how quickly they were willing to unblock them with a few details from us on the phone at that moment.

That experience really stood out to us. Not only were they really helpful in a situation when our anxiety was high, they were really friendly. They just made that whole situation really easy on us and the conversation we had with the representatives stuck in our minds. We had experienced all the other big banks in varying degrees previously, and the service just wasn’t comparable.

Ultimately, this experience (and the actual home loan products on offer) led us to choose ING DIRECT for our home loan. We submitted our application for pre-approval, and knowing we had that level of service available whenever we needed it really helped put us at ease.

Life happens, whether you’re overseas or just overwhelmed with your current banking situation. No matter what your needs, we’re here to answer your questions, so let’s have a chat on 133 464.

Testimonials appearing on this site are individual experiences of customers that have used our products and/or services. We do not guarantee that they are typical results that consumers will generally achieve. Testimonials are not necessarily representative of all those who will use our products and/or services. A Pre-approval is not a final or formal loan approval. A pre-approval is simply an indication of your ability to borrow funds based on the information provided.

The information is current as at publication. Any advice on this website does not take into account your objectives, financial situation or needs and you should consider whether it is appropriate for you. Deposit products, savings products, credit card and home loan products are issued by ING, a business name of ING Bank (Australia) Limited ABN 24 000 893 292, AFSL and Australian Credit Licence 229823. ING Living Super (which is part of the ING Superannuation Fund ABN 13 355 603 448) is issued by Diversa Trustees Limited ABN 49 006 421 638, AFSL 235153 RSE L0000635. The insurance cover offered by ING Living Super is provided by Metlife Insurance Limited ABN 75 004 274 882, AFSL 238096. ING Insurance is issued by Auto & General Insurance Company Limited (AGIC) ABN 42 111 586 353 AFSL Licence No 285571 as insurer. It is distributed by Auto & General Services Pty Ltd (AGS) ABN 61 003 617 909 AFSL 241411 and by ING as an Authorised Representative AR 1247634 of AGS. All applications for credit are subject to ING's credit approval criteria, and fees and charges apply. You should consider the relevant Product Disclosure Statement, Terms and Conditions, Fees and Limits Schedule, Financial Services Guide, Key Facts Sheet and Credit Guide available at when deciding whether to acquire, or to continue to hold, a product. Before interacting with us via our social media platforms, please take a minute to familiarise yourself with our Social Media User Terms

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