Style over substance
Old app is better simply because it is more functional. Nice to have notifications - I now know when my pay hits my account. But many very basic functions that the old app had (for example, and as other reviews have mentioned, the running balance that the old app displays next to each transaction) are sorely missed. The ability to view account balances without having to log in is gone. Scheduled payments are no longer displayed according to the date of the next scheduled payment - they are now displayed according to the date when the payment was first scheduled. As someone who relies on scheduled payments from their ING accounts for their fortnightly budgeting, this is incredibly frustrating and inconvenient - I need to be able to see when scheduled payments are due to take place next; the past date on which I first scheduled the payment is pretty irrelevant to me. Ability to message customer service is gone - if you navigate to the help page, it provides only the phone number and no other method of contact. I kept the old app installed and I find myself continuing to use the old app for these reasons, while receiving notifications from the new one.
To other reviewers who have wondered why “money was spent” on a new app that is worse: ING Australia spent precisely $0 on this app. This is the app that ING provides to European users (search up ING apps for other countries and look at the printscreens in the AppStore listings. It is this app that you see). They are trying to save $ by having one app for every market, therefore one app development team instead of multiple teams for separate markets. Unfortunately for them, consumers value different things in different markets and have different expectations/priorities.
To other reviewers who have wondered why “money was spent” on a new app that is worse: ING Australia spent precisely $0 on this app. This is the app that ING provides to European users (search up ING apps for other countries and look at the printscreens in the AppStore listings. It is this app that you see). They are trying to save $ by having one app for every market, therefore one app development team instead of multiple teams for separate markets. Unfortunately for them, consumers value different things in different markets and have different expectations/priorities.
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Response from developer
Thanks for taking the time to share such detailed feedback, and for calling out what’s working (notifications). We’re sorry other parts feel like a step back; that’s not the experience we want. - Running balance next to each transaction We know many customers relied on this for quick reconciliation. We’re reviewing how to bring back clearer balance context in the new app. - “Quick balance” without logging in We're hoping to introduce a widget to give quick balance views in the not too distant future as we know customer loved a pre-login quick balance. - Scheduled payments showing the first date (not the next due date) You’re right, the next upcoming date is what’s most useful for budgeting. This one should hopefully be fixed in the next 2-4 weeks - Messaging customer service In the new app, in‑app Chat replaces older messaging options. You can start with our virtual assistant and then ask to speak with a team member if you need help. If you’re only seeing a phone number, please update to the latest version and check the Help section for Chat. We’re shipping improvements regularly. We appreciate you may need to keep using the old app while the new one evolves, and we’re working to close these gaps quickly. Thanks again for the thoughtful review, it helps us prioritise the fixes and features that matter most.
Horrendous - would give 0 stars if I could
The new app is HORRENDOUS and not fit for purpose, it’s so clearly not ready for release, it’s so far from functional. Constant error messages popping up if you try and do anything in the app. It’s so unpleasant & unintuitive to navigate and use. The old (original) app is 1000 times better in every way - I’ll continue to use the old app as long as possible, I’d recommend others do the same. ING I strongly suggest you abandon this new app, it’s an absolute disaster on every front, it’s a mess both functionally and aesthetically, it’s horrendous. Every action one takes within the app gets repeated error issues “something went wrong” this happens on every action I try to do, have no faith or trust using this app and will probably close my account if the old/original app (which is fantastic) is ever discontinued as I don’t feel it’s safe to use this new app. You had a great app, just go back to it, “don’t fix what ain’t broke.” Well this new app is broke, but don’t fix it, do us all a favour and abandon and just let us use the original app.
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Why are you trying to make my life harder?
Whilst I like one thing, that accounts on the Home Screen are separated by type, that is where it stops. It is getting really old when companies try to ‘fix something that’s not broken’. Old app stopped working for me so sat down this morning to do some banking and manage finances and felt like crying. I want to reconcile transfers between accounts but when I look at the accounts, all it says is ‘transfer to orange everyday’ and so on. Absolutely no description visible in the list of transactions, without opening individual transactions. Immediately googled ‘banks with better apps.’ Then found I could redownload the old app. Have reverted back to that for now.
The new app also does not show a running total of your account balance after each transaction that has been made. That was also useful.
ING what have you done? Listen to your customers and fix this asap, it’s been about 6 months since you unleashed this atrocity of an updated app.
The new app also does not show a running total of your account balance after each transaction that has been made. That was also useful.
ING what have you done? Listen to your customers and fix this asap, it’s been about 6 months since you unleashed this atrocity of an updated app.
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Disappointing
I had put off upgrading to the new app for as long as possible because I liked the old one! Opening the new app. I immediately noticed that the nicknames of my old accounts are gone and had to be reset. But logging in today I noticed that when I open up each account I can no longer see what the balance was after a transaction. I have to open each transaction to see what’s happened! I get very confused looking at it. Even though the new nicknames for my accounts have been set up for awhile now when I when I look at my list of transactions it does not have the nicknames there! It just says Transfer From Savings Maximiser or Transfer From Everyday. This does not help me when I have multiple accounts of Everyday and savings Maximiser. I tried to simplify things at my end by deleting some of my account accounts and merging them but I find that even more confusing now as my entire accounting system has changed and it’s no longer easy to follow. I feel like this is a giant step back for ING and they should bring the old app back and completely delete this one. ING was fantastic when I started banking with them five years ago. They were transparent and easy to understand. We know that companies become more complicated when they’re trying to hide things. And this makes me suspicious of ING now. Such a shame!
Edit to add that the accounts are also ordered differently. I deleted an account I thought I didn’t use anymore and it turns out it was the one my pay goes into. Yes I. Should have looked more closely but seriously?! Deleting the nicknames and reordering accounts? Go to hell ING. You used to be simple and worked well. Not anymore. You broke what wasn’t broken.
Edit to add that the accounts are also ordered differently. I deleted an account I thought I didn’t use anymore and it turns out it was the one my pay goes into. Yes I. Should have looked more closely but seriously?! Deleting the nicknames and reordering accounts? Go to hell ING. You used to be simple and worked well. Not anymore. You broke what wasn’t broken.
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Worst revamp of app ever
I honestly do not understand why ING changed the app that they were using. That was really good. It was brilliant. I still use it now until you stop me. So many things wrong I’ll just mention the ones that affect me the most when I transfer. Some money from one account to another and I put what it’s for. It doesn’t show up anymore except for if I actually click on that transaction then it shows me I don’t want to have to be doing this. This is just wasting my time. I want to be able to put my account in the order that I want them in not just savings account and everyday account separated.
I want a running total showing up for each account which doesn’t show me anything any more it just shows me how much I’ve got in the in my account that’s it when I use an FOS machine and I haven’t put their company name in there and it’s just got a proprietary Limited the old app. If I clicked on that transaction would show me the company name. Now it doesn’t do that any more. The pending transactions. That don’t show the dates any more unless I click on the transaction itself this app is such a waste of time. Seriously who’s in charge here? Whoever changed this app over should be sacked. NOT HAPPY JAN
I want a running total showing up for each account which doesn’t show me anything any more it just shows me how much I’ve got in the in my account that’s it when I use an FOS machine and I haven’t put their company name in there and it’s just got a proprietary Limited the old app. If I clicked on that transaction would show me the company name. Now it doesn’t do that any more. The pending transactions. That don’t show the dates any more unless I click on the transaction itself this app is such a waste of time. Seriously who’s in charge here? Whoever changed this app over should be sacked. NOT HAPPY JAN
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