How to recognise ING communication
Customer communication from ING is bound by specific rules. To help you recognise official ING communications more easily, we will explain to you the most important rules on how we communicate.
The most important rules on how ING communicates with its customers
1. We always send our e-mails from an e-mail address that ends with ‘ing.com’ or 'ing.be'
If you receive an e-mail from your bank, first check the sender's e-mail address. ING’s official e-mail communications will always be sent from firstname.lastname@example.org, or end with @ing.com or @ing.be if the communication is sent from a branch or one of our employees.
2. All our e-mails are personalised
Our customer e-mails are always personalised. We will always communicate in the customer’s language if it is French, Dutch or German. We use English for other languages. Please note that in some cases, German-speaking customers may receive communications in English or French. Furthermore, we will only use your name and/or first name to address you.
3. We do not ask for secret information
ING will never ask you for any secret info in its communications. That’s why you should never give your PIN or the codes generated with your card reader, by e-mail or telephone.
4. All links in our e-mails go to our ing.be website
E-mails containing a hyperlink should only direct you to the ING website. Always check where the link leads you by moving the mouse over it. Learn more on www.ing.be/URL. If a link in an ING e-mail leads to somewhere other than our website, do not click on it.
5. We never send an e-mail with a direct link to Home’Bank or Business’Bank
E-mails will never lead you to the login page of Home’Bank or Business’Bank because this is what phishing e-mails do. If a link in an e-mail looking like it is from ING sends you to a login page: STOP immediately, this is fraud. In case of doubt, you can always go to www.ing.be and click on the button at the top right to enter Home’Bank or Business’Bank.
6. No text messages with links
For text messages, it is simple: we do not send text messages with clickable links. So never click on a link in a text message that seems to come from ING.
7. Recognise a push notification from our app
In certain cases, our app sends push notifications that appear on your phone’s access screen. With these notifications, you receive brief information without having to open your app. Push notifications do not contain links, but you can press the notification to log in and open the app. A push notification may provide information on a question you asked (in a chat) or transactions on your account. A push notification will never ask you to enter a code or send a payment.
8. Standard ING layout and footer
Our messages always have the same layout. Whether an official alerting message or a commercial communication, you can easily identify it. The content of the message will also never threaten you (saying that your bank account will be closed if you don’t react, for example).