Review Insights · Google Play
ING Australia Banking
ING Australia · 11,048 ratings · ★ 4.2
4.2
★★★★★
11,048 ratings
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Top complaints - extracted from 61 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"update"
9 negative reviews mention this · 15% of all complaints
★★★★★ "UPDATE: The Original app was fantastic, easy to read and has all the funtions you would expect for a world class bank. 6 STARS NOT HAPPY WITH NEW APP. the forced change to the new App..the new App is difficult to read using a very stark, ch…" - Ken Thomas
2
"bank"
8 negative reviews mention this · 13% of all complaints
★★★★★ "don't know what happened The app no longer works in dark mode, all boxes white and flashing stupid bank app." - Pxb Vic
3
"balance"
8 negative reviews mention this · 13% of all complaints
★★★★★ "Q: "Where can I find My Messages on the new app?" A: "This feature is not available in the new ING app. To view your My Messages, please log in to online banking on the ING website." Seriously? The very useful Pre-login Quick Balance has al…" - Michael Bednarek
4
"doesn"
7 negative reviews mention this · 11% of all complaints
★★★★★ "terrible app. doesn't do half of what the other app does. useless" - Nienke Prime
5
"went"
7 negative reviews mention this · 11% of all complaints
★★★★★ "googled how to set contactless mobile payments, nothing. Also can't use phone for contactless cash withdrawel from ATM due to they don't have any. Buggered me when my wallet went missing . Other banks can do it. Also you can't get notificat…" - Salvation Found
📋 All 61 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
terrible app. doesn't do half of what the other app does. useless
don't know what happened The app no longer works in dark mode, all boxes white and flashing stupid bank app.
wallet not working
unable to download because not compatible with my phone but other version won't install either, so basically useless 9
OK but if you need help, you are on your own. the help desk just send standard spiel and dont really answer the question.
Doesn't have notification of deposits or withdrawals like other bank apps. Very basic and limited options.
I signed on to the new app (6 digit login) about 6 weeks ago and it was fine, today I get made to sign on to this new app,( 4 digit log in ) absolutely useless compared to the old one, nothing is easy to find, and every time I want to use it I have to go thru the whole registering process again.. please bring back the previous one.
absolutely a head doer
googled how to set contactless mobile payments, nothing. Also can't use phone for contactless cash withdrawel from ATM due to they don't have any. Buggered me when my wallet went missing . Other banks can do it. Also you can't get notifications of deposits like other banks. Nothing's changed since I joined this bank. Prehistoric. ..... Still nothing has changed.
Why make a 5 digit pin... stupidest option for a pin you could do.
complete rubbish
Q: "Where can I find My Messages on the new app?" A: "This feature is not available in the new ING app. To view your My Messages, please log in to online banking on the ING website." Seriously? The very useful Pre-login Quick Balance has also disappeared. Next step for me: find and re-install the old app.
worst bank
UPDATE: The Original app was fantastic, easy to read and has all the funtions you would expect for a world class bank. 6 STARS NOT HAPPY WITH NEW APP. the forced change to the new App..the new App is difficult to read using a very stark, cheap looking (almost amateurish) black on white format and seems to have much reduced funtionality. No running balance, no upfront details on direct credits, no differentiation between credits and debits (ie both in black print so not easily spotted).......
Not showing all accounts.. Great work guys
aot answering calls quick enough
WHY DO I HAVE TO UP DATE..WHY make things..so hard ...
why make a new banking app actually the dumbest thing
maybe ensure the new app is working 24/7 before closing this app. Half the time the new app doesn't even work with a error message saying "something went wrong please try again later".And don't tell me to "email customer support" just fix the issue.
Do not get this app, they are phasing it out for a massively downgraded version that is missing basic features. I am moving banks because the new app is awful.
thank you, Ing, for frustrating your customers! you have pushed me to the point of looking elsewhere! yes, changing banks. which clever person thinks it's a good idea not to include running balances. pushing your mortgages, etc. is not going to work. people use AI, which is on every browser these days. type in 'which mortgage rates are blah blah' you get the results if you think you are going get more from customers to buy more of your products you need to "NOT MAKE IT MORE DIFFICULT FIR THEM"
new app will not load, installed new app, changed all my nicknames which were inconveniently not carried over. now it won't load, "something went wrong." it sure did. another pointless, unnecessary upgrade that is of no use to me. fortunately i can still acces the old app
unnecessary
not happy with the new layout and structure of this app, don't like that I can't see a running balance either and the bio fingerprint has disappeared so I have to reinstall hoping I can get back in as there was no option to click I forgot my pin!
The old app was great 5 star, unfortunately the new mobile app keeps saying "Sorry something went wrong". hence the 1 star rating
very difficult to use, if you want to reset a access code they make you click through the decades of being alive just to put in your birthday. no option to type it out. so annoying
had a perfectly good app you re did it and made us all use the new one and it often doesn't work.
updated personal details but app still won't let me in.- Absolutely useless
what a downgrade
oh and another thing, who made the bright idea to remove the rolling account balance. That is a must have feature of a bank, and I've left other banks for removing it from their apps. As a software Dev, I know that feature (rolling balance) isn't hard to actually implement nor costly to manage!!!
ING please go back to the old app, the new app is terrible! It has so much less which actually reduces the functionality, the old app was already quite simple and easy to use.
Bad app
Is there any news saying this app will be obsolete?
Before this update i really liked that i could easily name my accounts, and make detailed references. now that has all disappeared. i'm so over programmers that are obsessed with updates that suit the institution and not the user.
what a downgrade. ING famous orange colours no more. Very basic app. 4 number pin access is now 5 number pin WHY? Much happier with the old app. ING your the 4th biggest bank in Australia PAY THE MONEY for a decent app team.
I am being forced to not use any ING App any more. This app is being retired and the new one is incompatible with my phone... Might as well find another bank.
I'm not sure how this new app qualifies as an "update". it's actually the opposite.
blocked access to my banking until I update the app
the old one is way better
Trying to confirm details. very unclear how to do it .
please bring back thr original app! can't see my balance on the new one!!! rubbish
When I click on a transaction, the old app used to display how much money I had before making the purchase. This new app is straight garbage if it can't even provide the same basic functions as the previous app. What's the point of making users switch to an inferior app? Make the old one available for users or update this one to a level that is competent otherwise it's bye bye
why do I have to reload this clunky app to set up my online banking? I have the new app. why do I have to reinstall this one?
Tried it but refuse to use it as it doesn't show my account balance without having to log in like the old app does! FIX IT!!! Once you have fixed this major omission, then we'll talk. If you don't fix it, I'll consider taking my business elsewhere - this is how strongly I feel about this! If you do nothing else, just fix this!
Update. This app is terrible. As well as the 2 issues below, there are no running balances against each transaction. I can't believe that's actually legal. I'm heading back to the old app. 2 x Fixes needed. 1. The option to display account balances without using the PIN should be restored. 2. The old notification system of withdrawals and deposits via text was fine. The new notification system, via the app lacks info about the payee. This means I have to log in to see where the money went.
no running balance in the new app. no balances without opening the app. lack of details for transactions (I want to see the source/destination, not just +$334 and -$21)
I have gone over to the new app and can never get into it. I hate it. I use to be able to use the old app so easily.
such a downgrade from the old app, lacks even the most basic features
Don't bother. After a few years, you may be 'de-banked' without any explanation what so ever. Not recommend.
this app seems to run into trouble every 4 or 5 months. and won't connect
+ 11 more in the clipboard copy
Sentiment summary
78%
Positive (4-5★)
1%
Neutral (3★)
21%
Negative (1-2★)