FAQ Account closure

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.

• Download all your statements via My ING or My ING Pro:
  • Select "My documents" in the main menu;
  • Select "Account statements";
  • Select the account for which you wish to download the statements;
  • You can now download the most recent statements;
  • If you wish to download older statements, you can use the "search" option.
     
• Download other relevant documents already available in My ING Pro (statement of charges, tax certificate, debit interest certificate, etc.)
  • You can find all the different categories via the "My documents" menu in the main menu
     
• Transfer your current transactions to the new bank:
  • Either by using the banking mobility service (you may ask the new bank to do the work for you);
  • Or you can do it yourself (consult this checklist for help).

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.

• To download your account statements in My ING or My ING Pro: 
  • Select "My documents" in the main menu;
  • Select "Account statements";
  • Select the account for which you wish to download the statements;
  • You can now download the most recent statements;
  • If you wish to download older statements, you can use the "search" option.
     
• To download your account statements via Multiline:
  • Get into Account Info;
  • Download the report files;
  • Filter on the format that you wish to download (MT940);
  • Select files to download.

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.

However, please note that at the end of this year, the (physical) token will no longer exist (following a decision by LuxTrust, following a press release to this effect). We therefore advise you to download and use LuxTrust Mobile before the end of this year.

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. Alternatively, if you have only a small amount of cash in your account with us, you can withdraw funds using your card, our ATMs or at the cash desk of our head office branch.

The simplest and most effective solution is, of course, to open an account at another bank and transfer the funds 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.

First of all, repay any debit balances on your accounts and respect the reimbursement deadline indicated in the cancellation letter to avoid any late fees.

For all practical information about reimbursing your Visa account: Visa account or FAQ-pay.

As far as the insurance services of your VISA card is concerned, all payments made with your card will remain covered under the terms of the general conditions of your VISA card (article C.1. of our Visa General Terms and Conditions) even after its cancellation.

The assistance services linked to your card will cease to apply on the day your card is blocked (i.e. on the date indicated in your letter of cancellation of your card/account).

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.

Don’t hesitate to contact us via our dedicated page.