FAQ - Pay

3D Secure

Find all the information about 3D Secure on this page

FAQ Cards

  • 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.

  • 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. Your card will be immediately blocked.
    • 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 3 working days, you will first receive your new PIN code. Then a few days later the new card will be sent to you by post. The first use of your card will be with your new PIN code (no contactless). Please note that the PIN code can be changed at any time via one of our ATM’s.
  • 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.

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.

Fraud on a Visa card

What is fraud? 

Fraud is the acquisition and use, by an unknown person, of card data or of the card itself (following theft or loss), without your consent and without your knowledge.

Have you not completed the transaction yourself ?

Pay careful attention to unsubscribed subscriptions/renewals, promotions and offers that have not been terminated, etc. Those are not fraud and have to be claimed directly with the merchant, or thru the Simple claim form.


When opening a case of fraud, the card must be :

Frozen;

Attached to the form (or declaration of loss/theft to the authorities, if applicable).

Other types of claims

What are the other types of claims? 

The other types of claims refer to merchants/websites through which you have legitimately performed a transaction, to whom you yourself have communicated the data of your VISA card, but for which there is a dispute thereafter.

  • Service not rendered or merchandise not received

  • Defective merchandise, Non-compliant service/merchandise

  • Counterfeit goods

  • Debit of a recurring transaction (subscription) that has been previously cancelled
  • Unrecognised transaction - simple inquiry for information

  • Incorrect amount or currency

  • Single transaction recorded multiple times

  • Goods or services paid for by another means of payment

  • Merchant reimbursement not carried out

  • Cash not received upon withdrawal from ATM

For each dispute, it is important to refer to the indications mentioned on pages 3 to 5 of the form in order to acquaint yourself with the terms and conditions as well as the documents necessary for the processing of your case.

You will find below a comparison of the European Central Bank (ECB) reference rates and the rates we offer you for your foreign-currency payments by card (debit or credit) in the European Economic Area (EU Cross Border*).

Visa card services

Your ING Luxembourg Visa Classic & Assistance card and Visa Gold card provide you with one of the most comprehensive assistance packages on the market 24 hours a day, 365 days a year. To provide this cover, ING Luxembourg has appointed Europ Assistance, the founder and leader on the assistance market.

In an emergency

Call Europ Assistance 24/7 directly, before starting any action.

Credit card lost or stolen

Call Europ Assistance 24/7 directly, before starting any action.

More information here.

Obtain your health coverage certificate for your international travels

Documentation

Assistance FAQ (only concerns the ING Visa Classic & Assistance and the Visa Gold cards)

Detailed overview of the guarantee offered by Europ Assistance (only concerns the ING Visa Classic & Assistance and the Visa Gold cards)

For more information, see the Terms and Conditions of Cover available on request and on our brochure page 12.

ING Luxembourg has teamed up with Foyer Assurances to offer you a range of insurance.

In case of claim

Documentation

For more information, see the Terms and Conditions of Cover available on request and on our borchure page 07:

IBAN & BIC/SWIFT

IBAN stands for International Banking Account Number, a new international standard for a uniform structure of account numbers designed to make transfers within Europe more rapid and secure.

This new bank account number structure is being introduced for cross-border transfers between several European countries. 

The BIC or Bank Identifier Code is your bank's international identification code (also called SWIFT code) which must be stated in your cross-border transfers. For example, the BIC for ING Luxembourg is CELLLULL. 

An IBAN always begins with the ISO code of the country of origin, followed by a check digit (a two-digit validation number), a bank code and a bank account number.

In paper format, it is divided into several groups made up of four characters separated by spaces. The final group may contain fewer characters.

In electronic format, the spaces between the blocks are suppressed.

The IBAN length varies from country to country. 

Since 1/01/2003, the IBAN is compulsory for transfers in Luxembourg and for cross-border transfers. For transfers in Luxembourg, the BIC appears in the pull-down menu on the Internet. 

Since 1 July 2003, the BIC code is one of the criteria necessary if you want your transfers towards other European countries (or assimilated) to benefit from tariffs similar to these for an equivalent domestic payment. They have to comply with the 4 following criteria : 

  • in EUR; 
  • in which both the accounts held by the originator and the beneficiary are opened in one of the 28 EU Member States (Austria, Belgium, Bulgaria, Croatia, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom) or in Iceland, Liechtenstein, Monaco, Norway or Switzerland. 
  • giving a IBAN (International Bank Account Number); 
  • with shared costs (also referred to as SHA, standing for ‘shared’).

 

Your 6-figure customer number is found in the middle of the account number : the last 3 figures at the end of the 3rd block and the first 3 figures at the start of the 4th block. 

ING Payconiq

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