Question 1

Why does ING introduce Check the Call? Why is this important?

Accepted Answer

Unfortunately, many people become victim of bank helpdesk fraud (colloquially known as spoofing). According to NVB figures, the total damage to this type of fraud in 2022 was almost 51 million euro. In addition to the financial damage of victims, there is also a lot of emotional damage. Criminals put so much pressure on people that they persuade them to transfer money or hand over their debit cards. The money goes straight into the pockets of criminals who can use it to finance other fraud activities. This makes bank helpdesk fraud, but also other forms of fraud, a social problem.

Although we actively warn our customers about this, unfortunately they are also affected. And we want to counter that. Therefore, ING is now introducing Check the Call. Together, we increase the chance that the customer recognises and prevents the (attempted) fraud by exposing the scammer.

Question 2

How does it work?

Accepted Answer

At the bottom of the app’s home screen, you will see the button ‘Check the Call’. Press this button and enter the phone number on which you receive the call. It doesn't matter if that's your mobile number or your landline number. We immediately check if someone from ING really calls your number. And you will see on your screen immediately whether it's okay or not, and what you should do next.

Question 3

I log in with Face ID or my fingerprint. Do I still see the button?

Accepted Answer

When you're not on the phone, you log in as you're used to. With biometrics, for example, like your fingerprint. If you're on the phone, the app will not allow you to log in with biometrics straight away. You will first see the login screen of the app, with the Check the Call button. Do you still want to log in with biometrics during the phone call? That's possible. Tap the fingerprint or face icon and the app scans it directly so you can log in.

Question 4

Is the outcome of the Check always correct?

Accepted Answer

If the app shows you that you’re talking to an ING employee, this is always correct.
Suppose that you’re indeed talking to ING, but you make a typo when entering your phone number (because of the nerves, for example). Then there is no match between that number and the active phone call from ING to you. If that’s the case, you’ll see the screen which tells you ING is not calling you at the moment. However, the screen will also show you the number you entered in the Check. Do you see a typo? Then it’s ok to go back to the login screen and do the check again.
Good to know: Check the Call only verifies active phone calls. If you do the Check after you hang up, you will see that ING is not calling you at that moment.

Question 5

Can all customers use Check the Call?

Accepted Answer

Every ING customer who uses the Mobile Banking App, can use Check the Call on the login screen of the app.

Question 6

So customers who don't do digital banking can't use the feature?

Accepted Answer

If you do your online banking via My ING and login with the ING scanner, you can't use Check the Call yet. The most practical solution is to install the app and use it as a login tool. This way you can continue to bank digitally as you are used to, and still use Check the Call. Can't you do that, or not banking digitally at all? No worries: the ING Hotline is always accessible to every customer.

Question 7

What if I can't open the app while I'm on the phone?

Accepted Answer

No problem: hanging up immediately and calling the ING Hotline is also a good strategy. A real ING employee completely understands that. And did you have a fraudster on the line? Then you're at the right place at the ING Hotline.

You can call the Hotline from the app (via the Service button at the bottom of the screen) or simply by telephone via 020 22 888 00. The Hotline is available 24 hours a day, 7 days a week.

Question 8

How often can I use the button?

Accepted Answer

Theoretically, the button can be used with every phone call, but it is of course especially useful when someone says to call on behalf of the bank and indicates that something is wrong with your money, debit card and/or bank account.

Question 9

Can I unsubscribe for Check the Call?

Accepted Answer

No, safebanking and protecting our customers from scams is ING's priority. Check the Call is always available for every app user on the login screen of the app. You don't have to use the button if you don't want to.