4 jaren geleden - Ik heb een email gestuurd naar ING over deze klacht.

4 jaren geleden - Hi JoeHasNoLife, I'm sorry it takes so long! This is indeed quite a challenge. Often it's arranged soon, but you don't have access to the app, nor access to the phone number as registered in our system, nor we have your correct address registered. That makes it a bit more complicated, but no worries, it can be solved, of course. First of all the address needs to be arranged. This can only be initiated via 31 20 22 888 88. Please do note that changing your address to a foreign address can affect other ING products such as the Credit card/Insurance, means you will have to pay an additional fee of €1,- per month we might ask you for additional information (with regards to your tax status). The address change procedure that will follow now is an exceptional procedure, which means it needs to be done very correctly. You will get info from my colleague about how to return it (with WinZip), did you already get this info? After your address has been updated, our Emergency Department is then able to send you an activation code if you also need to register a new phone number. This will be sent by post. Please let us know if anything isn't clear, or if we need to call you to discuss this complaint. Kind regards, Roos Webcare ING

4 jaren geleden - Deze klacht is zojuist door ING in behandeling genomen

4 jaren geleden - Hi Roos Thanks for your speedy reply. What is not very clear is this statement: The address change procedure that will follow now is an exceptional procedure, which means it needs to be done very correctly. You will get info from my colleague about how to return it (with WinZip), did you already get this info? Will I get the info from your colleague via my email; [email protected] ? I have not received any info yet. Kind Regards Joel Jardim

4 jaren geleden - Goodmorning JoeHasNoLife, You already spoke to my colleague about changing the address. And you send an e-mail with the details we need to change it? If yes, when did you make this request? It can take a few days and you will get a reply. With kind regards, Jildou ING Webcare

4 jaren geleden - Hi Jildou I have spoken to multiple colleagues of yours on the Alarmlijn. As I explained in my initial Klacht not one of your colleagues could give me an email address, to change my address, that actually works. Can you give me an email address that works so I can send my information in order to change my address? No one has contacted me except for you and Roos via this Klacht messaging service. Any correspondence you want to send me can be done via my personal email [email protected] But don't forget to please send me a working email to send my information to. Kind Regards Joel Jardim

4 jaren geleden - Hi JoeHasNoLife, Like my colleague Roos already said. A change of address can only be initiated via 31 20 22 888 88. It is not possible via e-mail. After the Alarmlijn can help you with the documents you need. I am sorry that we cannot help you via this medium. With kind regards, Jildou ING Webcare

4 jaren geleden - Hi Jildou I thought as much. I honestly only wrote through Klacht because I was struggling with making the change with the staff on the Alarmlijn. If you read my first message on Klacht you would see that I have called the Alarmlijn many times and they keep struggling to help. They put me on hold and then the phone call dies, they give me an email or postal address to send my information too and all the addresses are wrong or they don't work. Now you understand out of desperation why I have messaged through Klacht. This means my complaint stays the same, is not resolved and I will file a formal complaint when I'm back in the Netherlands. It is pathetic because I'm stuck not able to do any banking of any kind and I hope not all customers of ING experience this when overseas. I'm also so tired emotionally and financially having made so many calls to the Alarmlijn. Kind Regards Joel Jardim

4 jaren geleden - Hi Joel, I understand that it is very frustrating that you've had to make as many calls. Also I can see that you want to file a complaint when you get back to The Netherlands. Will that be soon? If you won't be back to The Netherlands anytime soon, the best option is to call our regular customer service as described by Roos so we can initiate the address change on your behalf. My coworker will explain (over the phone) exactly what information is required and where you can send the request to. When you send this via an e-mail, it has to be sent encrypted. So by calling us over the phone we can give you clear instructions with regards to changing your address as quickly as possible. My coworker will also give you an e-mailaddress where you can send your request to. After the address change has been completed as we also mentionned our Alarmlijn can send you an activation code to your foreign address. With this activation code you will be able to register a new phone-number so you will finally regain access to Mijn ING. Are there still any issues that are not clear for you for now? One last thing I'd like to add is that our goal is always to help you. So I am sorry to read that so far it has been such a struggle. With kind regards, ^Franck ING Webcare

4 jaren geleden - Hi Franck Thanks for your reply. I did call Alarmlijn and give all the information required many times. I was then instructed to send my request to this email address: [email protected] This email address does not work, I get a message back that says my email has failed. Now, why would your colleague give me an email address that doesn't work? Am I expected to call again and probably get the same incorrect address or information, do you see my dilemma? Regards Joel Jardim

4 jaren geleden - Hi JoeHasNoLife, You misspelled one letter. It is [email protected]. Can you try like this? With kind regards, Jildou ING Webcare

4 jaren geleden - Hi Jildou I have sent the email to the corrected email address you have provided me within your last message. I will notify you if it fails or if I receive ation of acceptance. Kind Regards Joel Jardim

4 jaren geleden - Hi Jildou I received a reply to my application to change my address. They have informed me without an exemption and a password agreed upon with a consultant on the alarmlijn that I can't make a change of address. My question is why would the consultant on the alarmlijn give me the email address ([email protected]) to change my address but not discuss the requirements with me to change my address. I mean he knows, right. So why do that? This is what I'm talking about. A total inability to help me with my problem. Below is a copy of the email I received. ( Dear Mr./Mrs, We have received your e-mail. You have asked us to change your address. Unfortunately, we are not able to process your request, because it was not submitted correctly. Please call our customer service at 0031-202288888. Are you eligible for submitting an exception request? Then you will receive information about the data that should be in your request. Your request has to be protected with a password before you send it to us. Together with an employee of the customer service, you will decide what the password will be. You will also receive a request number that you mention in the subject of the e-mail. With this information, we can process your request. You can find information on how to contact our customer service on the following page: https://www.ing.nl/particulier/klantenservice/index.html For any other questions please contact our customer service. Unfortunately, we are not able to answer any questions that are not related to changing your address Kind regards ) Please advise. Regards Joel Jardim

4 jaren geleden - Hi Joel, I'm really sorry for the misunderstanding. Just to be sure: to initiate the address change you first need to call 31 20 22 888 88 so my colleague of the address department can give you all instructions for the address change. Once that is done and you got the ation, you then need to call the Alarmlijn at 31 20 22 888 00. So not the Alarmlijn first. Due to security policy it's important you call us yourself, so I cannot call you and forward you to the right department, since your phone number needs to be known to the co-worker you speak to. Please call us first to initiate the address change at 31 20 22 888 88. Kind regards, Roos Webcare ING

4 jaren geleden - Hi Joel, Did you manage to contact our customer service for instructions to change your address? Kind regards, Yvonne ING Webcare

4 jaren geleden - We hebben bericht ontvangen dat ING een oplossing geplaatst heeft bij deze klacht