Loss, theft and swallowing of your bank cards

V PAY card : in case of loss or theft

  • Block your card(s) immediately, either:
    • Via the app My ING, select the current account linked to the V PAY card from the list of accounts and then click on the "block" icon in the menu. Then follow the instructions.
    • By phone, notify SIX Payment Services immediately at +352 49 10 10. Your card will then be blocked, preventing its fraudulent use. This service is available 24/7;
  • Report the loss or theft to the police within 24 hours;
  • Provide the police report to your relationship manager either by secure message via My ING, or by going to one of our branches accessible without an appointment, or by slipping it into the mailbox of your nearest ING branch, or by sending an email to our Contact Center.

Visa card : in case of loss or theft

  • Block your card(s) immediately, either:
    • Via the app My ING, select the VISA account from the list of accounts and then click on the “block” icon in this menu. Then follow the instructions.
    • By phone, notify ING Luxembourg immediately at +352 49 49 94. Your card will then be blocked, preventing its fraudulent use. This service is available 24/7;
  • Within 5 to 7 working days, the new card will be sent to you by post. The first use of the new card will automatically block the old one. The PIN code will remain unchanged.
  • Report the loss or theft to the police within 24 hours;
  • Provide the police report to your relationship manager either by secure message via My ING, or by going to one of our branches accessible without an appointment, or by slipping it into the mailbox of your nearest ING branch, or by sending an email to our Contact Center.

Card swallowed by an ATM

If your ING card has been swallowed by an ING ATM in Luxembourg, please join our Contact Center to determine what steps to take. 

Monday to Friday, 8:00 am - 6:00 pm  via:

In other cases, we recommend you to contact the financial institution in which your card was swallowed and to block your card as a precautionary measure.

Recommendations

Personal Identification Number (PIN)

Choose a PIN:

  • that you commit to memory;
  • that cannot be guessed even by those who know you well (avoid: date of birth, post code, etc.).

    Never:
  • provide the PIN to a third person;
  • write the code down on your card or anywhere else.

Cash withdrawals from cash dispensers and ATMs

You should comply with the following basic rules when you withdraw cash from an ATM:

  • make sure nobody can see the PIN you enter;
  • make sure that the ATM has not been altered by fraudsters (mini-camera filming the PIN, a reader added to record the magnetic strip, etc.).

If you have any doubts about the integrity of the ATM, please report this to the branch to which it belongs.

Internet

E-commerce has revolutionised how we do our shopping. Shopping over the Internet is now simplicity itself but caution is also needed when you enter your payment details.

payments over the Internet? This is entirely possible with the Cyber Card and 3D Secure.

ING Luxembourg S.A. uses trade names to designate some services linked to a payment account and invites consumers to refer to the glossary provided in the General Terms and Conditions of the Bank and in the Pricing Extract in order to identify the corresponding terms on the standardised list of services.

My Money

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