On Wednesday, February 20th I attempted to use my debit card and was unable to do so. I called ING
customer service and was told that my account had been placed on restriction because it was scheduled to be closed on Friday, February 22nd. I then asked to be transferred to a supervisor and was transferred to Carlos.
When Carlos got on the phone I asked him to explain what was going on. He told me that my account is
being closed and that all access to any funds in my account has been restricted. I explained to him that
I have $2 (two dollars) in my purse because all of my money is at INGDirect bank (over $2,000). I further explained that I have a 3 year old that I have to feed. I have no gas in my car. I need to have access to my money to feed my child and put gas in my car. Even if only granted temporary access to allow me to withdraw a few hundred dollars, it would be enough to allow me to take care of my child until this matter is fully resolved.
I also informed Carlos that I had not received any notification that the account was being closed--which
I requested to speak to his supervisor and he informed me that he is the highest ranking person at ING and that in order to speak to someone else, I have to send an email.
In addition, I informed Carlos that I have several bills scheduled to be paid from the account and my
payroll is scheduled to be deposited on Thursday to be available on Friday. He told me that there is nothing that can be done but that he would check with several departments and call me back.
Meanwhile, I went online and checked my account. I had 8 bills that were scheduled to be paid on 2/19
(yesterday). I noticed that all of those bills were still listed to be paid on 2/21. I called to inquire
as to why I had received a confirmation from ING Direct indicating that my bills had been paid when, in
fact, they had not. The customer service agent told me that ING had experienced problems but had NOT
INFORMED CUSTOMERS that their bills had not been paid as scheduled.
This evening Carlos returned my call and informed me that there was nothing that could be done. He told me that they added an additional restriction to my account that would reject my payroll on Friday but that that was the most that could be done. I asked if the account could be closed immediately so that my funds can be returned to me immediately. He said no that I would have to wait until the account is closed on Friday then ING would attempt to return the money to my RBC account (which I had previously indicated was recently closed) then, after waiting several business days for the funds to be returned from RBC, a check would be cut and sent to me. He indicated that this entire process would take 7 to 10 business days.
I exclaimed that this was not acceptable because, again, I have a 3 year old to take care of, $2 in my
purse and no gas in my car. Furthermore, I had not received any notice that the account was being closed. He (Carlos) indicated that there was nothing that could be done or that he would do to help me. He then indicated that an email had been sent to me on January 17th. I immediately informed him that I had received no such email so I find it extremely suspicious that I have all other emails I have received from ING but no record of having ever received that particular email.
I then requested that all email communications that have been sent to me from ING be resent to me.
Again, I requested to speak to his supervisor or another supervisor in his department. He again
informed me that he is the highest ranking official at ING and that in order to speak to someone else I have to call customer service again. I asked if he could transfer me and he said no that I would have to call customer service again.
I called customer service and spoke to someone and again explained the entire situation. I explained
that I was calling back to speak to another supervisor but he said that another supervisor would tell me the same things that Carlos had stated. While speaking to this gentleman I again requested if the account could be closed immediately and the funds sent to me. He said no. I asked if I could simply link another checking account to my ING account so that the funds could be transferred to that account (which is open) instead of the RBC account which is closed. He said no. I again requested if I could have a copy of all of the email communications that had been sent to me from ING. He checked with Carlos then returned to the line to tell me that Carlos indicated that he had never before received such a request and that it would take 48 to 72 hours to research the issue. I asked, "just for clarification, does this response constitute a yes or a no?" He replied that he did not know and that this was all that Carlos had told him. Finally, I asked if the returning of the funds could be expedited by sending the funds via overnight mail -
which I am happy to pay for. He told me no that I could not receive the money via overnight mail even
though I was offering to pay for that service myself. I also inquired as to why there was no official
written communication, sent via postal mail, informing me of the impending closure of the account. He said that it was not ING's policy to send communication via postal mail. He then told me to reach out to family, friends and credit cards to support myself and my child until this matter is resolved!
To be clear: all I want is to have my money returned to me so that I can feed myself and my child over the
next few days and have gas in my car. Instead, ING is keeping my money hostage and refusing to allow
me any access to my funds even though they did not provide me with any notice of the closure of the
account. I have attempted to compromise by offering other possible alternatives: allowing me to link
another active account to expedite the process, paying for the check to be sent via overnight mail, closing
the account today to expedite the process and countless other options I have presented. All of my
offers of compromise were refused. Instead, ING has chosen to act with such hubris by purposely disobeying the law by not providing me with advance notice of the account closure, and thus
placing me and my child at risk by not allowing me any access to my money even though I informed their staff that all I have access to is $2.
ING Direct's actions are disgusting and reprehensible, not to mention illegal.