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EXCLUSIVE My account was suspended by mistake by my bank... you wouldn't believe the infuriating lengths I had to take to unfreeze it
An ING customer has lashed out at her bank for taking days to unfreeze her account after it was mistakenly locked because of 'suspicious activity'. Katie McMaster, 35, who has been a loyal customer of the digital bank for over ten years, received an email from ING's fraud department stating her account had been suspended last Tuesday. The Melbourne resident was unable to access her money or use her card as a result. She called the bank's customer service team to make sure the email was legitimate. ING confirmed the correspondence, but told Ms McMaster she would have to wait until their fraud team contacted her to resolve the issue. Ms McMaster told Daily Mail Australia the process was 'very scary' as she was told she had to send over personal information via email because ING's fraud team would not speak to her unless her identity had been verified. The personal assistant was subsequently sent a verification text from the bank and told to upload her identification. She then heard nothing from ING and was left unable to access her funds and did not receive a response until Thursday evening, when she was asked to confirm the 'suspicious transactions'. The two flagged transactions included her monthly salary, which Ms McMaster said is paid into her account at the same time each month for the past three years, and a $300 transfer from a friend for an Usher ticket. Ms McMaster said the process was particularly concerning because the only account she was able to use was her credit card which accrues interest. After confirming the two transactions, she received a call from an ING employee who unblocked her accounts 'on the spot' and apologised for the delay, explaining she was the only one manning the fraud email inbox. Ms McMaster raised an official complaint over the incident and received $100 in compensation, but insisted she was looking to move banks. She revealed she had received further correspondence from ING following the complaint, but suspected this was due to a TikTok she made about her experience. 'ING has advised that my feedback has been shared with the relevant areas and that feedback is regularly reviewed by management to identify opportunities to improve their service,' she said. 'However, they did acknowledge that asking for my personal information over email is also their standard procedure which was concerning. 'I am hoping they will actually do a proper review as this is not a secure way to obtain sensitive customer information in my opinion. 'ING have only responded publicly by saying they were following their process so let's hope this has called for a review in their organisation. 'I think ING has heard me due to my TikTok so let's hope they have listened.' Ms McMaster was met with hundreds of responses from other Australians who claimed to have experienced similar incidents with ING. One wrote: 'I had a very similar experience with ING in 2020, I was a loyal customer for five years and suddenly they froze my savings account with no explanation besides 'suspicious activity'. 'I had no access to my funds (that I used to pay my rent and bills) after so many calls/emails and formal complaint processes that went nowhere with zero response, they finally released my funds in 2023 with interest and still no explanation - I'm obviously no longer a customer and will never go back.' 'I'd refuse to send personal details over email, that's ridiculous!! All our banks are absolutely useless nowadays - they do not care because they're making billions in profits,' another wrote. 'A great result, glad it got sorted! ING suck! They reeled me in with their interest rate. But the customer service has always been appalling,' a third added.
