7 August 2018

Have a question? Ask Marie!

Have a question about your ING bank card? Need to block, replace or activate a card for use outside Europe? Or check the delivery status of your new card? From now on, you can get instant answers and instant service online, courtesy of Marie, the digital assistant from ING. Chat with Marie 24/7 on your computer, smartphone or tablet via Facebook Messenger

Meet Marie, the digital assistant from ING!

Watch the video:

Try it for yourself

Already have a Facebook account in your real name (first name and surname)? Is your mobile number registered with ING? And do you have an ING bank card? If so, you can ask any and all questions you might have about your card to Marie via Facebook Messenger!

Our digital assistant currently only speaks English and is still in the trial phase. However, she is learning fast and expanding her database with every new conversation. Remember to keep your questions clear and to the point. If your question is too complicated, one of our experts will take over the conversation for you.

Your secure online contact person

Before Marie can provide information or services related to your bank card, you will be required to answer a couple of security questions. Bear in mind, however, that Marie will never ask for your PIN, profile code, password or account number. Marie will also never attempt to contact you proactively. If in doubt, send us an e-mail complete with a screenshot via phishing@ing.be.

The terms and conditions that apply to Marie the Digital Assistant (hereinafter referred to as "MDA"), describe the services offered and the rights of the user and ING Belgium SA, NV (hereinafter referred to as "ING")

By accessing and using Marie Digital Assistant, the user declares that they are aware of and have accepted the present terms and conditions.


    The following terminology is used and applies for the purposes of these terms and conditions. The terms may be used indiscriminately in the plural or in the singular.
    Card: general term for debit or credit cards issued by ING
    Client: the natural person who is the holder of a Card with ING
    User: the natural person who has started a Facebook Messenger conversation with MDA, following the procedure described in the Terms and Conditions


    Marie the Digital Assistant is a chatbot service offered by ING, which is accessible through Facebook Messenger and enables:

    • Users to obtain general or personal banking and financial information regarding the Cards issued by ING.
    • Clients to remit ING orders for particular card-related services, with a view to their execution.

    Additional terms and conditions may apply to particular Card-related services initiated via MDA. These terms shall be part of the Terms of Conditions by reference, or by explicitly referring to them in the chat conversation. If there is a conflict between these Terms and Conditions and the terms posted as applicable to a specific service offered by MDA, the latter terms shall overrule with respect to the use of that specific service.

    The services offered by MDA are accessible in English.

    To the extent permissible under applicable law, ING reserves the right, periodically and at any time, to modify or discontinue, temporarily or permanently, functions and features of MDA services, with or without notice, all without liability to you, except where prohibited by law, for any interruption, modification, or discontinuation of the MDA Service or any function or feature thereof.


    Access and Use

    To access and use MDA, the User must be logged into Facebook, access Facebook Messenger and start a conversation with Marie the Digital Assistant by clicking the "Get Started" button on the relevant Facebook Messenger Page or by relaunching an existing chat conversation with Marie the Digital Assistant. The user asks their question by typing it into the chat window and then pressing "Enter". Marie the Digital Assistant will then give a reply that will appear in the chat window.

    Certain parts of Marie the Digital Assistant are only accessible to Clients that identify themselves using personal means of access such as a personal authentication code received by SMS.

    The means of access and use, including those needed to affix his/her/its electronic signature, are provided to the client personally by ING.

    The Client's means of access are strictly personal and confidential. The Client is solely responsible for their use and for the preservation of their confidentiality and he agrees not to divulge them.

    The Client agrees that the entering and validation by someone of the Client's personal authentication code received by SMS by the user constitutes due and adequate proof of the identity of such person as a user of the MDA Service, provided such means of access has been authenticated by MDA software as originating from the Client.

    The Client may modify or revoke his personal means of access at any time, by closing the MDA functionality.

    ING shall take all necessary steps within the scope of its possibilities to promptly implement such modification or revocation.

    Until that moment and except in the case of gross or intentional negligence or misconduct of ING, the Client shall be solely liable for any direct or indirect damages incurred by himself, by ING or by third parties as a result of any use or misuse, fraudulent or not, by himself or by third parties, of his personal means of access.


    Subject to the means at its disposal and within the limitations described in the previous point, ING shall provide access to MDA 7 days per week and 24 hours per day.

    Nevertheless ING cannot guarantee continuous, uninterrupted access to MDA.

    ING may interrupt, at any time and without prior notice, the access to MDA in case of risk of misuse or fraud or in order to perform maintenance or to implement any improvement or modification. ING shall do its utmost to limit the duration of such interruptions and shall, whenever possible, inform the MDA user of these interruptions and their estimated duration.

    Without prejudice to its rights to indemnity, ING reserves the right to prohibit, at any time and without prior notice, the access to all or part of MDA to the User for the following motives: violation of the recent terms and conditions, use of MDA for unlawful or immoral purposes, infringement on the integrity, security or reputation of MDA.


    ING takes the utmost care of the quality of MDA for both content and user-friendliness and takes all reasonable measures to provide correct and up-to-date information via MDA.

    As such, ING may modify, at any time and without prior notice to the User, the information supplied via MDA and, in this context, interrupt access to all or part of Marie the Digital Assistant.

    The information, opinions and simulations supplied by ING via Marie the Digital Assistant, are provided without guarantee or liability on the part of ING, except in the case of gross or intentional negligence or misconduct. They are only valid on the date they are provided and ING cannot guarantee their accuracy, the absence of errors, their completeness and/or their timeliness. They are provided exclusively for information purposes and independently of any specific contractual and/or unilateral undertaking entered into by ING. They can never be considered a recommendation, advice or a direct and personal offer for the sale and/or purchase of banking, insurance or other products. They only constitute an element of assessment for the User who remains free in his decisions and is solely responsible for the use he/she makes of them.

    The provisions under this paragraph only apply as far as MDA does not express statements to the contrary.

    ING branches, Helpdesk and the ING Internet Site are available to the Users with a view to providing any additional information as well as making any appropriate personal offers.


    Client orders for the execution of some services via MDA have to be signed using the [personal authentication code] received by SMS.

    For all orders for the execution of a card-related service in the context of MDA, the Client agrees that the electronic signature of each User – validated by the ING electronic systems and recognized as originating from said User – satisfies the conditions of imputability and content integrity attached to a signature within the meaning of Article 1322, paragraph 2, of the Civil Code and that an electronic agreement with such electronic signature has the same evidential value as a written agreement with the written signature of the Client, and binds the Client as such.

    The Client accepts that, provided the User's electronic signature is validated by ING's electronic systems and recognized as originating from the User, all Transactions validated with the electronic signature of the User and received by ING via MDA constitute valid and sufficient proof of his/her agreement on the existence and content of the order concerned, as well as the consistency between the content of the order as transmitted by the User and the content of the order as received by ING.

    ING shall ensure that the User is sent electronic (where appropriate by e-mail) of his /her order requesting the execution of a Service. Depending on whether it is an order or an application to conclude or accept a contract, ING, ensures that the User is sent electronic (where appropriate by e-mail) confirmation that the Order has or has not been accepted and, if accepted, whether the order has been carried out or not, or whether the contract has been concluded or the application to conclude a contract has been accepted or not.


    Except in the case of gross or intentional negligence or misconduct on their part, ING and its members of staff are not responsible for any direct or indirect damages (including the loss of profits, the costs for acquiring an equivalent service or product or the loss of opportunities) incurred by the MDA user and resulting from the use of MDA or to the impossibility to use it, regardless of the reason.

    Except in the case of gross or intentional negligence or misconduct on its part, ING is not responsible for, amongst other things, any direct or indirect damages caused by the transmission of viruses despite existing security measures, interruption of the access to MDA caused by communication disturbances, channel or connection problems, unauthorized access to MDA, act or omission to the MDA software not approved by ING, strikes or events of force majeure.


    A non-exclusive license is granted to the to the MDA user to use MDA. Nevertheless, no property or other intellectual property rights are transferred to the MDA user. This license only gives the MDA user the right to access the contents of MDA, consult the information it contains and use the services offered in a regular manner, and for his own private use only.

    Any extraction and/or re-use of all or part of the contents of MDA which are qualitatively or quantitatively substantial, in any form or manner, is strictly prohibited without ING's prior written consent. Also, the repetitive and systematic extraction and/or re-use of insubstantial parts of the contents of MDA chats, in any form or manner, are not authorized if such acts exceed the normal use of MDA or cause prejudice to the legitimate interests of ING.


    Except in the case of gross or intentional negligence or misconduct on its part, ING cannot be held responsible for hypertext links created from third parties' websites to MDA, nor can ING be held responsible for the contents of these websites.

    The creation of any hypertext link to MDA, whether for commercial or non-commercial purposes, must be subject to the express prior authorization of ING.


    The data communicated to ING Belgium through a chat conversation with "Marie, the Digital Assistant" and, if applicable, in the context of managing your requests, will be processed by ING Belgium SA/NV, Avenue Marnix/Marnixlaan 24, B-1000 Brussels, for the purposes of centralizing customer management, managing accounts and payments, credit monitoring and management, marketing banking, insurance and financial services (unless, on application and free of charge, the person concerned refuses consent to direct marketing), having an overview of the customer base, transaction monitoring and the prevention of irregularities and, if applicable, granting and managing credit, asset management (investment) and brokerage (including insurance).

    This data is also provided to other companies within the ING group within the European Union (list available on request) carrying out banking, insurance or financial business for the purpose of centralizing customer management, marketing (except for e-mail advertising and unless the individual concerned has, on application and free of charge, refused consent to direct marketing), having an overview of the customer base, service provision (if applicable) and transaction monitoring (including the prevention of irregularities). This data will also be communicated to insurance companies outside the ING Group and based within the European Union, for which the bank acts as an insurance broker (list available on request), provided it is necessary for the purposes of (where appropriate) conclusion and management of insurance (notably, assessment of insured risk), marketing insurance services (except for e-mail advertising and not if the person concerned has, on request and at no expense to him/her, refused consent to direct marketing), centralizing customer management and transaction monitoring (including the prevention of irregularities).

    The following trusted third parties that support ING Belgium in delivering the services of the chatbot "Marie, the Digital Assistant", may need personal data for the provision of these services and, if applicable, to fulfill their own purposes:

    • Facebook
    • Google
    • Twilio

    For additional information regarding the processing of your data by these companies, please read the specific data protection policies/privacy statements of these companies on their respective websites.

    You can check your personal data and have it corrected if necessary.

    For additional information regarding the procession of your data by ING Belgium, please refer to the ING Belgium Privacy Protection Charter and Article 6 (Protection of Privacy) of ING Belgium's General Regulations and, where applicable, to any specific agreements or rules applying to the various means of access and signing (including cards, etc.) for the ING Belgium electronic channels (Home'Bank, etc.).

    The User has a right to opt out, free of charge, and upon request, of the processing of their details by ING Belgium for the purpose of direct marketing and/or the transfer of such details to other companies in the ING Group and/or insurance companies within the European Union for purposes of direct marketing. If you would like to do so, please go to the 'My settings' page in Home'Bank > Click on 'change' beside 'my personal details' > You are now on the 'my personal details' page, where you can withdraw your consent > Click on 'save' and confirm the change using your ING card reader.


    The present Terms of use are applicable throughout the MDA session during which the user utilizes the MDA functionality.

    ING reserves the right to modify these Terms of use at any time. Users will be informed of such a modification on the ING Internet site.

    The Terms of use applicable throughout the session during which the User utilizes MDA are, at any time, those which are posted on the ING Internet site at the moment the User accesses MDA and to which a link is provided upon entering the MDA Facebook Messenger Page.

    The nullity of one or more provisions of the present Terms and Conditions shall have no effect on the validity, the extent and the enforceability of any remaining provisions of these Terms and Conditions.

    The provisions of the present terms and conditions apply without prejudice to any mandatory legal or regulatory provisions.


    These terms and conditions for use of MDA are subject to Belgian law.

    Only the courts of the judicial district of Brussels are competent in the event of disputes, except in cases where the competent courts are determined by legal or regulatory provisions of mandatory law or public order.

Chat with Marie