Frequently Asked Questions
What if I’m unable to transfer out my money and close my accounts before the app is shut down?
We encourage you to zero out your account immediately or before 26 October 2022 to avoid any inconvenience.
However, we understand in case you are unable to do this in time. All accounts with remaining balances after the app closure on 26 October 2022 will be charged a one-time processing fee of PHP 1,000 per account or the total balance left in the account, whichever is lower. This fee will cover post-closure system maintenance, account verification, and balance withdrawal service-related costs after the app closure.
Additionally, customers will also be required to visit ING’s office and submit additional documents to claim any remaining balances. Kindly note that inquiries and fund requests will be processed starting 15 November 2022.
When and why is the closure fee being charged?
By 26 October 2022, 12 noon, the ING mobile banking app will be discontinued and all ING accounts will be closed. The app will be replaced with a new system to manage the closed accounts and the remaining balances in accordance with existing laws and regulations. We will do account verification and balance withdrawal processing for customers claiming their funds. The charge will help defray the cost of post-closure system maintenance, account verification and balance withdrawal after the retail exit is fully implemented.
As such, a one-time processing fee of PHP 1,000 will be charged per funded account. If an account has less than PHP 1,000, the fee will be equal to the total balance left.
If you have 2 accounts with unclaimed funds (i.e., ING Save and ING Pay), each of the two accounts will be charged a processing fee of PHP 1,000 or the total balance left on each account, whichever is lower.
How can I claim my funds after the app is shut down?
To claim remaining funds after 26 October 2022, you should send an email to firstname.lastname@example.org. You will be required to visit ING’s office in person and follow required procedures including submission of additional requirements for your account security. Kindly note that inquiries and fund requests will be processed starting 15 November 2022.
Can I just visit the ING bank branch to personally claim my funds?
For your safety and to ensure proper and orderly processing of requests, unscheduled visits to ING’s office will not be accommodated. All claims, inquiries, and requests should be initiated via email. We will also provide the instructions and schedules for your physical visit via our official email address: email@example.com.
I have an ongoing request / I have sent an inquiry regarding my ING account via the ING app. What will happen to my request after the app closure on 26 October 2022?
We will continue to review your request and/or inquiry even after 26 October 2022. Kindly note that all claims, inquiries, and requests should be initiated via email. We will provide feedback via our official email address: firstname.lastname@example.org starting 15 November 2022.