Disappointing & Unacceptable

The process of obtaining an emergency replacement card from ING Bank Australia is utterly unacceptable. It is an outdated, inefficient, and unnecessarily time-consuming ordeal, requiring multiple calls and over an hour to initiate—a glaring failure in customer service. Additionally, the digital emergency card link provided continues to generate error messages, with no resolution from Visa or ING despite repeated follow-ups. This reflects a severe lack of competence and professionalism. Both the processes and the training of customer service teams urgently require comprehensive review and overhaul to prevent such inefficiencies and ensure customers are not subjected to this level of inconvenience and frustration again.