Frustrating Bank Experience: ING Customer Shares Her Ordeal with Fraud Prevention
Katie McMaster, a long-standing customer of ING, has called on banks to reassess their fraud prevention protocols after a distressing experience that left her without access to her funds for days. The Melbourne resident’s account was blocked due to two seemingly innocuous transactions: her regular salary deposit and a $300 transfer from a friend for concert tickets.
Upon receiving an email notification about "suspicious activity" on her account, McMaster attempted to resolve the matter but found it frustratingly difficult. Unable to speak directly to the fraud department, she was advised to wait for an email response and was required to verify her identity by sharing sensitive information, including her full name, date of birth, and mobile number, through email.
"I couldn’t believe I had to send such personal information via email for verification," McMaster remarked. She later received a verification text and was prompted to upload her identification, but continued delays meant she had no access to her account for a prolonged period. Unable to withdraw cash or use her debit card, she relied on her credit card for expenses, which only added to her stress as she faced accruing interest charges.
After several days, McMaster finally received an email from ING asking for clarification on the flagged transactions. Once she confirmed the legitimacy of the payments, the fraud department contacted her and unblocked her account immediately.
McMaster expressed her exasperation over the lack of communication throughout the ordeal. Despite understanding the importance of safeguarding customer funds, she preferred being put on hold for an extensive period rather than waiting days for a response. This sentiment reflected broader frustrations shared by others in response to her story, with many Australians recounting similar experiences of having their accounts blocked without adequate support.
An ING spokesperson defended the bank’s practices, stating that protecting customer funds was paramount. The spokesperson noted that temporary account freezes are essential when suspicious transactions are detected and confirmed that customers can access essential funds during these periods. However, McMaster and others voiced concerns over the need for banks to modernise their fraud detection processes, particularly the approach to verifying customer identity via insecure email communication.
Following her experience, McMaster is considering switching banks and opening accounts with multiple institutions to prevent future incidents. She emphasised the urgent need for banks to review their fraud protocols and avoid asking customers to share sensitive information via email.
Ultimately, she encouraged fellow Australians to stay vigilant against potential scams, advising them to thoroughly validate any requests for personal information they receive.
In a world where digital banking is prevalent, McMaster’s experience serves as a cautionary tale for both customers and financial institutions. As banks continue to enhance security measures, maintaining clear communication and trust with customers is equally crucial.
