Top 10 Questions

Who is ING DIRECT?

Since launching in the U.S. in 2000, ING DIRECT – the operating name of ING Bank, fsb, a federally chartered savings bank – has become the largest direct bank in the United States.

ING DIRECT is a part of Netherlands-based ING (NYSE: ING), one of the largest financial services companies in the world, with employees operating in 50 countries. You can check ING out on the NYSE under the symbol ING.

Headquartered in Wilmington, Delaware, ING DIRECT isn’t like other banks. We do business online, over the phone and by mail. Without the overhead and high operational costs of other banks, we can pass our savings onto Customers. Over 7 million Americans have entrusted their savings with ING DIRECT.

Are deposits at ING DIRECT insured by the FDIC?

ING DIRECT is a federally chartered bank insured by the FDIC (Federal Deposit Insurance Corporation). We are registered with the FDIC under the name of ING Bank, fsb, located in Wilmington, DE. ING DIRECT's FDIC certificate number is 35489.

Currently, deposits are insured by the FDIC for up to $250,000 per depositor (the amount is scheduled to return to $100,000 effective January 1, 2014). A single account is insured up to $250,000. Joint accounts are insured up to $250,000 for each individual on the account, equaling $500,000 in total. See example

An individual with multiple accounts can be insured up to a total of $500,000. So for example, if you have a single account as well as a joint account, you’ll be insured up to $250,000 for the single account and up to $250,000 per depositor on the joint account. See example

IRA deposits at ING DIRECT are FDIC insured up to $250,000 per plan depositor. This includes all IRA Savings accounts and CDs combined within each Traditional and Roth Plan and is in addition to the $250,000 non-IRA FDIC insurance. See example

Learn more about FDIC insurance.

How do I access my money?

We create an electronic link between your existing checking account and your ING DIRECT account(s). This electronic link makes it easy for you to transfer money whenever you want, for free. And, you can link up to 3 non–ING DIRECT personal checking accounts.

Once the link is set up, you can make deposits and withdrawals any of these ways:

• Sign in to your account 24/7 at ingdirect.com with your Customer Number or Saver ID and PIN and select the ‘Transfer Money’ tab.
• Call our Interactive Phone Service with 24/7 access at 1-888-464-7868.
• Speak to an Associate at 1-888-464-0727 from 8 AM to 8 PM, 7 days a week.

Is my account secure?

We take privacy and security very seriously and will always take the extra step to protect your information and money using industry-leading technology. Our security features are top notch and we continue to make enhancements. If your security is ever compromised, we’ll make things right.

• We use complex encryption that turns every ING DIRECT online transaction into an unreadable mathematical formula
• We’ll always request your Customer Number and PIN when you contact us and sign in to ingdirect.com
• We’ll ensure you’re on the authentic ING DIRECT website by presenting you with an image and phrase that you’ll create
• Funds can only be moved from your ING DIRECT account to your external checking account that we electronically link to
• Deposits are FDIC-insured
• You’re backed by the Orange Security Guarantee, so you’re not liable if fraudulent activity is found on your account

When do deposits start accruing interest and how long are they on hold?

Interest starts accruing on your deposit starting 2 bank business days after being processed. All deposits are subject to a 5 bank business day hold before they can be withdrawn. For security reasons, your initial deposit used to fund the account is on hold and unavailable for withdrawal for 10 bank business days.

Deposits into Electric Orange Checking are slightly different. Learn more.

How do you calculate the interest on my account?

Interest on your ING DIRECT account is accrued daily, compounded monthly and credited to your available balance at the end of each month. You can view your interest earned at anytime by signing in at ingdirect.com.

What if I forgot my Customer Number or PIN?

If you’ve forgotten or lost your Customer Number, use our Online Customer Number Retrieval Tool:

1. Go to ingdirect.com and click ‘View my Account’.
2. Click on the ‘Forgot your Customer Number?’ link underneath the Customer Number field.
3. Answer the security questions.
4. If you answered the questions correctly, you’ll be automatically taken to the sign in process with your Customer Number pre-filled.

If you’ve forgotten or lost your PIN, use our PIN Reset Tool:

1. Sign in to ingdirect.com with your Customer Number or Saver ID.
2. Click on the ‘Forgot your Sign In PIN’ on the next page.
3. Confirm some personal information.
4. If you answered the questions correctly, an email will be sent to the address we have on file with a temporary ’Sign In PIN Reset Code‘ (you can only use this code once and it’s only valid for two hours after it’s generated).
5. Go back to ingdirect.com and sign in with your Customer Number or Saver ID.
6. Enter your ‘Sign In PIN Reset Code’.
7. Answer two security questions to confirm your identity.
8. Select a new PIN between 6 and 10 digits in length.
9. Your new PIN is automatically updated once you click ‘Continue’.

Please Note: If we don’t have a valid email address on file you cannot use this tool to reset your PIN.

You can also give us a call at 1-888-464-0727 from 8 AM and 8 PM to request a new PIN by mail, which you‘ll receive in 5-7 days.

How do I add a link?

Keep in mind, if you're a new ING DIRECT Customer, you cannot add an additional link for the first 30 days. Otherwise, follow the directions below to add a link online or through the mail.

To add a link online:

1. Sign in to ingdirect.com with your Customer Number or Saver ID and PIN and select the 'My Links' icon.
2. Click on 'Add Link', enter your new external account link information, and answer a few security questions.
3. We will ask you to confirm ownership of your checking account by verifying 2 small amounts (you may see one or two small deposits – each less than $1.00) that we will deposit into your external checking account.
4. Review the activity on your external checking account to determine the small amount(s) 2-4 bank business days after adding the link.
5. Once you have the amount(s), sign in to ingdirect.com with your Customer Number or Saver ID and PIN and click on the ‘My Links’ icon. Select ‘Unconfirmed’ and enter the amount(s).

To add a link by mail:

1. Send us a personal check payable to yourself that is pre-printed with your name and address, made out for a deposit amount of at least $1.00 from the new external account link. The name pre-printed on the check must exactly match the name on your ING DIRECT account.
2. Write your Customer Number and the word "Link" on the memo line of the check and make sure you sign it (but do NOT endorse the check).
3. Keep in mind that the account you would like to link must be a personal checking account, not a brokerage or money market account. Voided or "starter" checks (checks without your personal information printed in the upper left corner) or checks with the words "payable through" cannot be used.
4. Mail your personal check to add a link to:

   	ING DIRECT P.O. Box 60 St. Cloud, MN 56302-0060

Please Note: For your protection, if you add a link via mail, we place a temporary restriction on transfers to your new linked account for 5 bank business days from the date that it is received. This is a security measure to protect your money.

How do I add a joint account holder?

Here’s how to add a joint account holder to your Orange Savings Account, Orange CD or Electric Orange online:

1. Sign in to ingdirect.com with your Customer Number or Saver ID and PIN.
2. Click on the account that you'd like to add a joint account holder to.
3. Click 'Account Maintenance'.
4. Click 'Add' under 'Account Ownership' and follow the steps.

The joint account holder you are adding will receive their own Customer Number and PIN as part of this process.

Please note: If the joint account holder you’re adding is an existing ING DIRECT Customer, they will be asked to enter their Customer Number/Saver ID and PIN as part of the process.

In order for the joint account holder to transfer money in or out of the account, they must have a linked account.

To add a minor (under the age of 18 years), please give us a call at 1-888-464-0727 from 8 AM to 8 PM, 7 days a week and an Associate will be happy to assist you.

How do I set or change my maturity instructions on my Orange CD?

To set up or change your Orange CD maturity instructions, which must be done prior to the Orange CD maturity date, follow these steps:

1. Sign in to ingdirect.com using your Customer Number or Saver ID and PIN.
2. Click on the Orange CD with the maturity instructions you want to change.
3. Click 'Account Maintenance'.
4. Next to ‘Account Maturity’, click 'Change'.
5. Change your maturity instructions and click 'Accept' to confirm the transaction.