Worst forced app update in history?
Being overseas without my Australian mobile, I was forced to upgrade the app after receiving warnings the current app would stop working and I would lose access to internet banking. But to update, I needed to get an Australian SIM to receive the SMS one-time PIN which is required by the new app to finish the update. It wasn’t easy but I did it, and after upgrading I was surprised that the new interface - design and functionality - seemed like something a child had done! Essential functions either didn’t work or exist such as the basic task of being able to contact ING via secure message - offered by every bank I have used. Months later, things still don’t work in the new app. Bugs I won’t bother going into. Almost every review of this app is 1 star and the bugs are endless. Customer service were totally uninformed about the app upgrade when I called them and several times I received incorrect information about whether the old app would stop working on the date mentioned in the warning. Seems like ING is cutting corners everywhere - from IT to customer service - I can’t imagine anyone investing in a company/bank that operates like this. Update: I still receive messages saying “update before the app stops working” out of nowhere, which is concerning being overseas without phone network and potentially needing a new mobile to receive a one time PIN again. So many people have switched banks because of this nightmare update.
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Response from developer
Thanks for taking the time to share your experience. We’re sorry the transition and update process has been so frustrating, especially while travelling overseas. We understand how important reliable access to your banking is. Secure Messages have been replaced with our new in app chat feature that can be found under "more'. We appreciate your feedback and have shared it with the team as we work on making the app better and improving the experience.
Very disappointed
I was forced to switch to the new ING app, and it’s one of the most frustrating banking app updates I’ve experienced. The previous app was simple, intuitive, and made managing my finances quick and easy. This redesign has done the exact opposite.
Previously, I had my accounts organised exactly how I wanted them, making it easy to distinguish between my everyday accounts, long-term savings, and credit card. The new app has removed that clarity, and it’s now difficult to quickly identify which account is which.
The biggest issue is the loss of easy access to my credit card. I used to be able to check my balance and transactions at a glance throughout the day, but that functionality now appears to be buried or missing altogether.
Another major frustration is that my partner and I could previously use the same phone and simply switch between our individual ING accounts. That feature has been removed, making the app far less practical for our household.
This update feels like a redesign for the sake of redesign, rather than an improvement to the user experience. Core functionality has been made more complicated, navigation is less intuitive, and tasks that were once quick now take far more effort.
I’ve banked with ING for years because of its excellent digital experience, but this update has seriously undermined that. Unless these issues are addressed, I’ll be looking at moving my banking elsewhere. I genuinely hope ING listens to the overwhelming customer feedback and prioritises usability over aesthetics.
Previously, I had my accounts organised exactly how I wanted them, making it easy to distinguish between my everyday accounts, long-term savings, and credit card. The new app has removed that clarity, and it’s now difficult to quickly identify which account is which.
The biggest issue is the loss of easy access to my credit card. I used to be able to check my balance and transactions at a glance throughout the day, but that functionality now appears to be buried or missing altogether.
Another major frustration is that my partner and I could previously use the same phone and simply switch between our individual ING accounts. That feature has been removed, making the app far less practical for our household.
This update feels like a redesign for the sake of redesign, rather than an improvement to the user experience. Core functionality has been made more complicated, navigation is less intuitive, and tasks that were once quick now take far more effort.
I’ve banked with ING for years because of its excellent digital experience, but this update has seriously undermined that. Unless these issues are addressed, I’ll be looking at moving my banking elsewhere. I genuinely hope ING listens to the overwhelming customer feedback and prioritises usability over aesthetics.
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Response from developer
Thanks for taking the time to share such detailed feedback. We’re sorry the new app isn’t meeting the standard you’ve come to expect from ING. Credit cards aren’t available in the new app just yet, but they’re coming soon. In the meantime, you can continue to view your credit card through Online Banking. We appreciate your feedback and have shared it with the team as we continue to improve the experience.
Not as functional
I agree with previous reviews. I prefer the old ING app as it had better day-to-day functionality.
My biggest issue is that the transaction list no longer shows the transaction description at a glance. Instead I have to tap into every individual transaction just to see what it was for. This makes reviewing spending and deposits much more slower and frustrating.
I also miss the running balance which made it much easier to track my account and transactions.
The old app was simpler faster and more practical. While the new app looks more modern, it's sacrificed usability and it's much less functional for everyday banking.
It would also be incredibly useful if the app allowed users to manage multiple ING custom profiles for example, I am wanting to create another ING account with a separate client number that I will use for completely different purposes. Being able to securely switch between profiles within the app would be a huge benefit.
I know a lot of people are now happy that there are notifications but the in the old app you were able to set up SMS notifications when money was deposited which worked perfectly well for me.
I hope ING takes on board the feedback from the many customers expressing similar concerns. Bringing back features like running balance and visible transaction descriptions would make the app far more practical and user friendly for every everyday banking
My biggest issue is that the transaction list no longer shows the transaction description at a glance. Instead I have to tap into every individual transaction just to see what it was for. This makes reviewing spending and deposits much more slower and frustrating.
I also miss the running balance which made it much easier to track my account and transactions.
The old app was simpler faster and more practical. While the new app looks more modern, it's sacrificed usability and it's much less functional for everyday banking.
It would also be incredibly useful if the app allowed users to manage multiple ING custom profiles for example, I am wanting to create another ING account with a separate client number that I will use for completely different purposes. Being able to securely switch between profiles within the app would be a huge benefit.
I know a lot of people are now happy that there are notifications but the in the old app you were able to set up SMS notifications when money was deposited which worked perfectly well for me.
I hope ING takes on board the feedback from the many customers expressing similar concerns. Bringing back features like running balance and visible transaction descriptions would make the app far more practical and user friendly for every everyday banking
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WORST BANKING APP
Just got a final warning access to the old app is ending in coming days. For the love of god why!? Can you not read these reviews?? No one wants this
Quite buggy, have to switch back to the other app
It looks sleek but still very buggy, sometimes I could not log in with this app whilst the other/legacy app works just fine.
Second account option gone???
Original app was so much better. Why can I not add my second account? It makes life so much more frustrating.
It’s just so, so bad.
For so long I resisted changing to this new app because honestly I was worried the update could be a scam. This app is horrendous. I don’t understand why they have made everyone change to something that is worse than what we had before? The old app wasn’t perfect but it was functional and familiar. I’ve just been trying to access my account through the new app and the advice my the helpline was to delete and app and reinstall it. Well as I feared I’m now completely blocked out. It’s so frustrating!!!! Fix it all, please!
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Hopeless!
I keep on getting told my old app will stop working. When I go to the link it supposedly updates but then I keep seeing this same msg again. Am I supposed to completely delete my old app or what? Fix it or I’m going somewhere else with my banking! So disappointing.
Scheduled payments
When is ing going to fix the issue with scheduled/reoccurring payments, it’s been months with no access
New payee
Received safety sma but can’t add new payee. Very confused about this issue.
Poor app design
New app has a very poor design and somehow harder to use.
Months to update and it’s still bad
I got the alert to download the app again. All the problems I had the last time around are still there - most egregiously, the inability for the app to keep a rolling update of my bank balance after purchases. I will be deleting the new app, you can pry the old one out of my cold, dead hands.
No 2nd account
Not able to change to my second account. WTF????
Terrible forced replacement for an app that worked perfectly
I had the original ING app for close to 10 years and have no recollection of any glitches or issues. The new app often doesn’t process payments or double processes payments instead, is glitchy, clunky, has a worse UX and even looks worse than its predecessor.
Terrible app that needs to be be improved ASAP
Terrible app that needs to be be improved ASAP
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Why ING why??
Booooooooooo two thumbs down, honestly this app sucks more than a straw. No idea why they changed it, considering changing banks!
If it ain’t broke, break it?
The simple orange UI of the previous app was so functional, everything needed for mobile banking. This one clearly draws on ubank and it’s such a pity. Everything is much too small (I say this as a Gen Z with great eyesight), the white contrast is much less appealing to the eye, the running tally of your balance under each transaction is missing, it’s much slower to run the app and check your balance, and overall it’s a headache to use for basic tasks. I’ve been using ING since I was 15 and I loved that it didn’t change, it just worked. So please consider turning back the clock on the user interface. Thanks!!
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New app thoughts
Hi,
I was very confused when I saw this on the App Store yesterday, but i downloaded it and wanted to see the features and try it out. If I’m being honest the new app is growing on me. There are definitely features which I’m sure customers loved and you will work on bringing them to the new app.
I wanted to ask if the new app will have the single account view feature when you login the app and then be able to swipe left and right from account to account as that was so helpful.
Will this new app also let you hide specific account but then all then to be viewed when swiping from individual account to account ??
Will this account also have the feature on clicking and getting information about a transaction like the old app.
Also do you have a date where the old app will be shutting down and we need to move over.
Thank you.
I was very confused when I saw this on the App Store yesterday, but i downloaded it and wanted to see the features and try it out. If I’m being honest the new app is growing on me. There are definitely features which I’m sure customers loved and you will work on bringing them to the new app.
I wanted to ask if the new app will have the single account view feature when you login the app and then be able to swipe left and right from account to account as that was so helpful.
Will this new app also let you hide specific account but then all then to be viewed when swiping from individual account to account ??
Will this account also have the feature on clicking and getting information about a transaction like the old app.
Also do you have a date where the old app will be shutting down and we need to move over.
Thank you.
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If I could give it zero I would
This app is the biggest pile of absolute garbage I’ve ever used. None of the features work. I can’t access half my accounts, I can’t transfer money, I can’t edit schedules, I can’t pay anyone or bills. This app should never have been released it’s horrific. The old one was fine this is just a buggy pile of trash. My toddler could’ve coded a better app.
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Terrible app
Bad to the point of I am going to change banks if it doesn’t get better. The other one made sense. This one doesn’t.
Embarrassing
The reviews here speak for themselves. I am seriously considering changing banks due to the new app. There is a mountain of issues and such a decrease of usability in comparison with the previous app. UX designers should seriously reconsider most - if not all of their decisions.
