It felt like a solid 2 year relationship, where the girl one day just decides she can’t have anything to do with you, changes her phone number and blocks you from her Facebook wall.
Let me retrace my steps.
The Beginning
It started on May 4th. I was giving myself a refresher on how to open an online savings account for a blog post. Obviously, I was doing my research through ING Direct (my online bank at the time).
I wanted the post to calm any fears of soon-to-be online bankers. I wanted to provide an easy step-by-step guide for opening an account. To make the post reader friendly, I also included screenshots of the application process so that people could follow along and understand my explanations better.
ING’s online application for a savings account is spread across 4 different steps and each one has a different page. In order to get from one to the other, I had to fill in some information. I quickly went along and used my name, a fake address, and other random fill-ins just to get to the next step; with the intent of canceling the application before officially applying.
Unfortunately, to get past a certain page within the application, some of my information had to be correct. First mistake: I used a falsified social security number – most of my number, and then a random 4 digits, once again, with no intent to actually apply.
I also linked my actual checking account so I could continue on the process. I needed to finish the post and I wanted the information and screenshots of the different pages to help the readers.
Second mistake: it’s been over 2 years since I applied for my account, and I accidentally went too far and officially applied for the account. I rushed through the process, using the application as a guide as I wrote the post and created the pictures. When I saw that I had received a new customer number, I grimaced, because I knew I’d have to get the mistake canceled. At the time I thought it would be nothing more than an email from me saying “Sorry, didn’t mean to do that, can you cancel this account?”
2 days later I received an email from ING’s “Investigations Team” with the subject line: “We need to speak with you.” I called when I got home that night.
The Phone Call
I explained my odd situation to the customer service rep and apologized profusely for my mistake (I wasn’t BS’ing him – it was dumb of me). For some reason, the rep ignored my apologies about the accidental account and instead kept mentioning that I lived in Japan, which he said was a problem.
He claimed that ING would have to shut down my account because I couldn’t live abroad and have an account with them. The idea that they would shut my account down was never a possibly to me. I stammered about trying to understand why this would be. I asked for some clarification and he put me on hold.
While he had me on hold I looked up the specifics behind international people having accounts. I still maintain an address in America (my mom’s house), have a social security number, and pay taxes so I’m officially eligible to maintain my account while in Japan (nice try, customer service rep).
He had me on hold while he asked someone about this, but came back with worse news. Apparently, the problem with me creating a new account using falsified information was a bigger problem than he originally thought. My mistake had caused a red flag in their system and he stated that I would have to “end my relationship with ING.” They would be closing my accounts and sending my money back to my checking account because I had accidentally created the false account.
I was stunned.
I had expected it to be a 2 minute phone call with an apology. Third mistake: not keeping my cool. I wasn’t mean, I was just jolted and couldn’t put my words together correctly. I stated how I valued their service and constantly was trying to get them new customers. I told him I had been with them for 2 years and had referred my mom, dad, girlfriend, personal friends, and many readers to their service.
He didn’t care. He said there was nothing he could do and we ended the call.
Irony
1) I was doing something pro-ING, trying to help them, promote them, and get them new customers. My (misguided) actions ended up getting me canned. A little funny, right?
2) When the rep was telling me they would be transferring my money out of ING, he mentioned I had 1 withstanding deposit. It was a $10 thank you from ING for referring a reader to open an account.
The Aftermath
Back to reality, I was angry. I thought it was an honest mistake with absolutely zero intention of causing any harm. They were so cold and bitter about it – I was truthfully hurt. I love their bank, constantly write about them, and refer anyone to them who is looking for an online bank. Regardless, they canned me and said I wasn’t worth the hassle.
I asked some fellow bloggers for advice on the situation. I got an array of responses such as: “leave it be, they’re bigger than you”, “ING’s known to cut their losses”, “fight it on your site”, “not a huge loss”, and “call again and ask for a superior”.
Based on how quickly the pushed the “terminate” button, I thought my chances of getting the account back were pretty slim. Regardless, I called again on Tuesday night to see if a new face would treat me differently.
Unfortunately, I ran into the female version of the Grim Reaper. She must be the one who delivers the pink slips around the office. I pleaded my case again, but she wasn’t having it. I had used someone’s social and it was causing that person and ING problems. She made me feel even worse about my mistake and at this point in the conversation I was just brainstorming new online banks I could go to.
The reason I didn’t choose to turn this into an Austin Morgan v. ING Direct battle on this site, other personal finance sites, and the Consumerist is that I made a mistake – and I still like ING. I’ll still refer them to friends (unless my new online bank blows them away – which I hope they do), I’ll still talk highly of them, and I’ll still pepper my girlfriend for updates on any new ING happenings.
The one overbearing, bad-taste in my mouth problem, was Ms. Grim Reaper. I admitted I had made a mistake, I apologized for creating a problem, but I told her I thought the amount of people I referred to ING – and would continue to refer to ING – would make up for this mistake and allow me to be reinstated. I was doing them a lot of good by bringing in new customers.
Instead of thanking me or saying how much they appreciate their users bringing in new customers, she completely brushed the referral system off and said that “the majority of our new users come from advertising.” She was so snarky and cold-blooded that it made me feel content that I was heading to a new online bank. It felt very two-faced of ING to promote this vast referral system of “Tell Your Friends We’re Great and We’ll Hook You Up With Free Money!!!” and then for her to brush it off that it doesn’t matter and their advertising works the best. (End of mini-rant).
The Farewell
Anyway, I’m sorry, ING. I didn’t mean to cause you any harm. You’re still my favorite bank.
I wish the situation could be fixed and that ING and I could grow old together, but we can’t. I’ll move on to live another day with a new online banking partner (the revealing and review of this bank coming next week!).
No hard feelings, ING. You broke my heart, but I’ll never stop telling my friends you’re the one who got away.
::::
Here’s the post that ended it all: How to Open an Online Savings Account.
Please leave your condolences in the comments below, thanks.
Photo: Bird Eye
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This is still ridiculous…. So what if you ACCIDENTALLY put in someone else’s SS number? Would you be put through all this? It’s just pure stupidity, you can prove your ID, you admitted the mistake and fraud is clearly not being committed….
.-= Forest´s last blog ..Does A Minimalist Lifestyle Breed Laziness? =-.
[Reply]
Austin Reply:
May 14th, 2010 at 7:21 am
Thanks, Forest. That was one of my biggest concerns. It’s an online bank. They must have problems in this area all of the time. I’m sure people accidentally transfer $1,000,000 instead of $1,000 and that causes a big problem, too.
But that’s the way it is. On to better things!
Thanks, dude.
[Reply]
Forest Reply:
May 15th, 2010 at 12:43 am
Yeah it’s just silly! Oh well, there is life after ING ;)
.-= Forest´s last blog ..Does A Minimalist Lifestyle Breed Laziness? =-.
[Reply]
Hey Austin, it’s ashley bedore. I’m sorry to hear about your troubles with ING- it seems like a sticky situation but clearly you were not in the wrong. Regardless of their hostility towards you, you’ve spiked my interest in opening up a savings account with them. Just wondering exactly what are the benefits of opening a savings account with them as opposed to keeping the basic savings account with my current bank (5/3…which is…I guess a decent bank to have), other than a slightly higher interest rate? If you have any other tips to offer, I’d be more than happy to hear them.
Also, I’ve noticed your site hasn’t been updated with any new designs…is everything going ok?
thanks,
ashley
[Reply]
Austin Reply:
May 14th, 2010 at 7:27 am
Off the top of my head the benefits are:
1) Like you said, higher interest which is huge since you’re 23 and hopefully will be around for a while. a couple of years ago ING was paying out 4-5%.
2) Easy transfers between banks
3) The website is usually awesome and easy to navigate since it’s solely online.
4) You can opt out of snail mail.
5) You can create sub-accounts and have savings goals like “Vacation” or “Fun Money” or “College Fund”.
That’s about it. I’ve written some posts about the topic here: http://www.foreignersfinances.com/category/savings/
Thanks!
[Reply]
Three things:
1) I am really sick of the way banks treat their customers these days. Sick, sick, sick of it. It is completely unacceptable for them to have treated you that way. I’ve gotten better customer service from Suntrust which is honestly one of the most godawful banks ever. Don’t create a customer referral system if it’s nothing beyond an (apparent) drain on your financial resources.
2) The overseas thing is total malarky, since I have seen actual physical ING branches here in Korea. And, not just in Seoul.
3) I hate to say it, but all of the times I had considered picking up ING as a potential online savings account have now been nullified. They’re on the blacklist until they take you back.
[Reply]
Austin Reply:
May 14th, 2010 at 7:29 am
(tear rolling down my cheek)
Thank you.
[Reply]
Ouch… there must be some way of resolving the situation amicably. Perhaps
try to call them again, see if you can reach a superior or another face, and
explain that you were giving them free advertising and regret any inconvenience?
Hope that it can work out for you!
.-= Kevin@InvestItWisely´s last blog ..Why Should I Buy a Used Car? =-.
[Reply]
Austin Reply:
May 14th, 2010 at 7:30 am
I tried that with my 2nd call and they made me feel even worse, so I’m done with them unless they for some reason email me out of the blue begging me to come back.
Thanks fore the kind words, Kevin!
[Reply]
Hello!!
I stumbled upon your blog as a fellow Yakezie Challenge Member…and because my husband and I happen to be in love with Japan! We met there six years ago–he was a cryptologist in the navy, and I was studying abroad. How are you enjoying your stay? What a fantastic country.
Anyway, great post–what a story! I mean, it stinks that you actually happened to make up another person’s social security number, and I hope they are not having too much trouble, but it was clearly not identity theft or anything like that, and I’d like to think that after explaining something silly like that, you would be given the benefit of the doubt.
Oh well…sorry you lost your orange ball.
[Reply]
Austin Reply:
May 17th, 2010 at 7:23 am
Hey Amanda, thanks for the kind words.
Japan is going well. I’m finishing up my first year this summer and will probably do just 1 more before heading back to good ‘ol America. Where did you study in Japan? I’m in Fukui prefecture, about 3 hrs. north of Kyoto.
Thanks again!
[Reply]
I think they’re making a mountain out of a molehill and the second lady was being mean just to be mean. If they have millions of customers, I’m going to assume you aren’t the first one to have used an incorrect social security number (it has to happen accidentally once in a while). I think it’s cool that you still say good things about them, but I think that second lady did you a fvor by making sure you knew of at least one reason (her) that you’ll be happy to move on.
Hope your next online bank kicks butt too!
[Reply]
Two break ups! First ING, now the Yakezie! :)
We will carry on the good fight for you Austin. The 2nd challenge is where it really get’s challenging and fun!
.-= Financial Samurai´s last blog ..Pretend You Have Arrived So You Can Become =-.
[Reply]
Austin Reply:
May 28th, 2010 at 6:12 pm
I will fight the good fight and hopefully come out on top ;)
Thanks for everything, FS!
[Reply]
Points for ING on this one. You actually want them to waste their time listen to your pleadings?
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