The following questions are intented for the clients who have not received an invitation for a special offer under the agreement between ING and Post or clients who don't want to benefit from this offer. If you received a letter mentioning such an invitation, go here if you are interested.
We continuously evaluate our activities, including assessing whether they are likely to achieve the preferred scale in the market within a reasonable time frame. This may lead us to review our customer portfolio.
In accordance with article B.9 of ING Luxembourg's General Terms and Conditions, the Bank has the right to unilaterally terminate its business relationships and/or customer accounts at any time without having to state the reasons.
More information in our press release from 29.05.2024:
We guarantee you that accounts will remain accessible and your banking services will be guaranteed until the transfer to another bank has been completed.
When you complete the account closure process on My ING (account closure form completed), your accounts will be closed by our teams, after your Visa balance has been reimbursed, if you have one.
We recommend you to download and save or print your account statements via My ING, My ING Pro or Multiline before the final settlement of your account.
Once your account has been closed, you can always request a new issue of your statements from our Contact Center.
If, for example, you have an account(s) with a credit balance and an account(s) with a debit balance, we will adjust the debit balance by offsetting it against the credit balance(s) on the other account(s) without prior notice, in accordance with article A.8.2. of the General Terms and Conditions of ING Luxembourg.
No, we will only do this at your request or when we are obliged to do so following the non-repayment of your debit accounts.
There will be no problem as regards transferring the assets to another bank in the euro area and definitively closing the account. However, if your assets are in a currency other than euro, you may be liable for transfer or exchange fees, both for cash and securities.
There are no charges for closing the account if the transfer is made in euro to an account in your name at a bank in the eurozone. The charges that will be deducted are custody charges, i.e. the charges relating to the activity of the account before the closing date, as well as any debit interests.
No charges will be applied to the transactions resulting from the decision to terminate and the transfers so required. However, any charges due (prior to the termination letter) for use of the account, card(s), etc. will be applied.
Your LuxTrust certificate will not be affected by the closure of your ING account.
This certificate is issued by ING in its capacity as Registration Authority on behalf of LuxTrust and is specific to you: you can use it to identify yourself at other banks and to certain authorities.
Your certificate will remain active until its expiry date (please refer to the LuxTrust website for further information).
In some cases, it is possible that the LuxTrust certificate you were using at ING cannot be used at your new bank. In this case, your new bank will help you to create a new LuxTrust certificate.
If you do not have another account registered in your name in the eurozone, you will have to choose another financial intermediary in the eurozone and open an account there.
In the event of a positive balance on your account(s) and/or on any securities portfolio, there is no problem transferring cash to an account opened in your name in a bank in the eurozone and securities to another account opened in your name in another bank in the eurozone.
No charges will be applied to the transactions resulting from the decision to terminate and the transfers required. However, any charges due (prior to the termination letter) for use of the account, card(s), etc. will be applied.
The best solution is to follow the digital account closure procedure when you open your My ING application. However, this procedure is not available in My ING Pro.
Failing this, please send us the form at the bottom of this page, duly completed and signed. We will take care of everything. Upon receipt of your form, transactions on your accounts will no longer be possible and you will have to wait for the money to be available in your new bank, which can take several working days.
Indicative list:
As long as you are still within the notice period (as indicated on the letter you received), your cards should be active.
This letter of cancellation takes precedence over any other communication you may receive from ING Luxembourg.
For all practical information about reimbursing your Visa account go to this page.
Please repay any debit balances on your accounts before the reimbursement deadline indicated in the letter you have received to avoid any late fees.
If you don't want to spend the amount in your Visa account, simply transfer the balance to your current account by using the option "new transfer" available in the main menu of My ING , My ING Pro and/or Multiline.
Then complete the form you received with your mail or available at the bottom of the page.
Once the account closure procedure has been completed, transactions on your accounts will no longer be possible and you will have to wait for the funds to be available at your new bank. This can take several days.
If you had chosen to receive your Visa statements via My ING or My ING Pro, remember to retrieve them before the date of closure of your accounts.
In this case, please contact your Relationship Officer who will be able to help you with the necessary steps.
Our Contact Center team is available at 352 44 99 0 (Monday to Friday from 09:00AM to 12:00PM and from 01:00PM to 04:00PM) to answer your calls and messages or to take an appointment.
Don’t hesitate to contact us via ING Luxembourg - Business Banking : Contact us
Please visit www.multiline.lu/concept
To do this, you have two options:
1) Identification via video (for LuxTrust Smartcards and LuxTrust Scan):
You can order your certificate directly on the luxtrust.lu website: select Smartcard Pro (VideoID) and follow the steps.
The user will receive a video call from a LuxTrust partner to conduct the identification.
Please make sure that the user has an ID document that is valid and accepted for video identification as described on www.luxtrust.com.
2) Face to face identification (available for LuxTrust Smartcards and LuxTrust Signing Sticks):
New users can make an appointment at our head office, bringing along a valid ID document.
One of our employees will identify them according to the procedure set out by LuxTrust.
Then, go to the LuxTrust website to order either your Smartcard or your Signing Stick, as you do today.
The LuxTrust certificate enabling you to log onto MultiLine may only be delivered if the new user has been identified either by video or in a branch.
Yes, it is possible.
Use the LuxTrust secure technology to log on to your professional My ING Pro account.
Log in and do your transactions when and where you want.
For support on online banking, information on our products and our services or any other question, your Contact Center is available Monday to Friday from Monday to Friday from 09:00AM to 12:00PM and from 01:00PM to 04:00PM.
Log in and do your transactions when and where you want.
For support on online banking, information on our products and our services or any other question, your Contact Center is available from Monday to Friday from 09:00AM to 12:00PM and from 01:00PM to 04:00PM.
Our advisors are at your disposal to help you.