What is BFBD?

BFBD is a Psycho-Electro Punk band from Toronto Canada. They generate power for their gear using dogsled generators and they eat a box of Creed for breakfast everyday! You don't mess with BFBD cause they'll gnaw off you legs and build a dam with them. You listen to BFBD cause you can't fathom what type of sound all this BS is backing up!

Tuesday, February 7, 2012

INGDirect.ca Online Support - Crapfkntastic! Poor Service Woes

It`s really great that ING Direct Canada has online chat support! It`s so convenient to be able to simply ask someone a question directly and get an answer instantly. No waiting around for emails, you can keep chatting till everything clear and with ING you know you are speaking with a trained professional...or so I thought. I went from loving to hating ING online support within a weeks time. Although I have had good experiences in the past this one almost cost me up to $800. Below are my email transactions with ING, originally I had inquired by both chat and email about depositing travelers cheques.


Received: 01/30/2012 07:55 AM
Subject: travelers cheques
Hello I am an ING client currently living in Japan. I am wondering if I order travelers cheques from my Japanese bank if I could mail them to ING and have them deposited into my ISA. If so, what fee's would be involved? If not, are there any other types of foreign money transfer services offered by ING?
Thank you

Date: Wed, 1 Feb 2012 11:49:14 -0500
Subject: travelers cheques [Incident:]
traveler
Hi,
We don't accept travelers cheques, however, we can accept wire transfers sent to be deposited into your ING DIRECT account -fee free! To receive a wire transfer, you'll need our BIC code which is: INGBCATT. Generally, the funds take about 3-4 hours to be deposited into your ING DIRECT account. The exchange to Canadian dollars is done by the bank sending the funds to us. We can accept wire transfers from almost any country.
Be sure to check with your bank in Japan for any fees that may apply.

Thanks for saving with us,
Savings Email Team


That was all good, problem is that online chat support told me the opposite!!! Unfortunately I don`t have the original chat log yet. But I have these emails.


Subject: RE: travelers cheques [Incident: ]
Date: Thu, 2 Feb 2012 07:36:30 -0500
Hello,
Thank you very much for the email. Letting me know about the fee free wire transfer is quite helpful, I will probably do that.

I would like to bring to attention a serious problem, if you could please forward this email to whom it may concern.

After having asked my question regarding travelers cheques by email, I found that someone was available in chat support so I desided to ask them for a quicker response. This was Tuesday January 31 2012, morning between 8AM and 11AM. Unfortunately I do not recall who I chatted with but I am sure that chats are logged, a search of logs at that time for the phrase "japanese bank" should easily bring up the chat.

I opened by saying "I am wondering if I send travelers cheques to ING if they could be deposited into my ISA"
the reply was yes, perhaps "we can do that".
I asked if it was ok that my cheque came from a "japanese bank" and I was assured that it was no problem.
We discussed fees, and I asked if I send the cheque to the same address as when I first opened my account, the answer was "exactly".
That was the end.

This is obviously in contrast to your email response, and I assume that this email is correct and the chat support was wrong. After the chat I found the info needed to buy the cheques. I was planning to buy $10-15 thousand dollars worth. There would have been a 1.5% fee for the service, the exchange rate had about a 2% commission on it. If I had bought the cheques and found them unusable I would have to have then converted back to yen as a simple refund is not possible, a further 2% commission would have been taken.

My loss would have been 5.5% or $550 - $825 and somehow ING would probably not claim liability so I would be out.

I'm wondering how it was possible to be given completely wrong information. If there is a manual or bible to assist chat support with answers, was it used?

I would like a follow up with answers and an explanation. Also I would like to know what actions will be taken by ING.

Thank you for your help Paulo, unfortunately not everyone is helpful at ING.



I`m still waiting for a response and sent them a follow up today....

"One week ago I had a big problem with ING online chat support. I sent a complaint last week and am yet to recieve a response of any type. Below you will find my past email. I would hope to recieve a swift response having had none so far on this issue."



Whats your take on it? Have your own problems to share? Leave a comment and lets hear!


     -Sign Up Now at ING Direct.ca (don`t forget to copy an ING Direct Canada Orange    Key  33885729S1)       
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20 comments:

  1. I would be interested as to how ING deals with this. Chances are you will recieve a letter head with a copy and pasted apology at best if you are lucky. Post an update please!

    ReplyDelete
  2. Thanks for reading John :)
    When I hear back from them I will update. I did end up getting the standard we will reply to you thin 1-2 days email...today is day 2...

    ReplyDelete
  3. I find the the chat support service offered by ING is often not available. More agents are needed.

    ReplyDelete
  4. Sounds like you spoke to Kumar from the Bell call center. Cheaper aint always better.

    ReplyDelete
    Replies
    1. I had to deal with Bells kumar before for 2.5 hrs. Next day I spent another hour with his sister. I begged for the manager... Suddenly Bill was on the phone, all was clear and finished in 10 mins. Your right, being cheap on service is a bad move.

      Delete
  5. Zarbok ZimzimmerFebruary 10, 2012

    Hahaha, good ole Kumar, has a way of getting under everyones skin.

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    ReplyDelete
  10. Hmm. I've had problems with them simply not responding to my emails (very annoying!) or responding after an inordinate amount of time. I've been pretty happy with the live chat. I always save the conversation just in case.

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    ReplyDelete
    Replies
    1. Prior to this I had good experiances with both email and live chat, maybe the best being by phone. The main problem wasn't ING it was the individual who didnt follow the rules... However the overly slow response was yes annoying!

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