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As you know, we're able to help you save your money because there are no fees or service charges on deposits and no hidden costs. We can do this because we don't run branches all over your city. They use up things like rent, electricity, and heating - and trust us, the banks certainly don't pay for those things out of their own pockets.

Now, having said that, where do you turn when you actually want to talk to someone here at ING DIRECT? Glad you asked.

Here are our Top 10 most frequently asked questions

I lost my PIN that gives me access to my account by telephone and online. How can I retrieve it?

You can reset your PIN either on the phone or online. Before we reset your PIN, we have to make sure it's really you! We'll ask a few security questions including some details about the external chequing account linked to your ING DIRECT account.

To reset your PIN online:

Click the I'm a Client, let me in! tab, enter your Client Number and click Go!.
If this isn't your usual computer, answer your secret question and click Next.
Under the field where you would normally enter your PIN, click the link I forgot my PIN.
Enter the personal information requested, then click Next.
Your old PIN is now deactivated. Enter a new PIN, then click Next.
Your PIN will be reset and you'll have immediate access to your ING DIRECT accounts, both online and by phone.

To reset your PIN over the phone:

Call us at 1-888-464-3232 or 416-756-2424. Have a cheque handy when you call in so we can make sure we have the correct information. When your PIN has been reset, you'll have immediate access to your ING DIRECT accounts, both online and by phone.

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What is a Tax-Free Savings Account (TFSA)?

On February 26, 2008, the federal government proposed the introduction of the Tax-Free Savings Account (TFSA) as a new incentive to help Canadians save their money. The TFSA provides Canadians with an investment vehicle in which any interest (or earnings) are not taxed.

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What is DoubleSafe?

DoubleSafe is the name of our enhanced login process which consists of two parts: "your picture" and "your phrase", and three secret questions that are secrets between you and ING DIRECT. Both of these steps help protect you, whether you're signing into your account online from your own computer or from somewhere else— a computer at work or the library, for instance.

DoubleSafe is designed to help prevent unauthorized access to your accounts while reassuring you that you're at the real ING DIRECT website. By becoming a standard part of your online login, it will help protect you against identity theft and fraud. It will also help you to better spot any attempts at email 'phishing' or online sites pretending to be ING DIRECT.

In addition, we have set up a hotline (1-888 SAFE 304) which you can call if you suspect that you have been 'phished' or if you have been directed to a phony look-alike site claiming to be ING DIRECT.

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I just opened an account with you. Where do I mail my cheque?

To get started, just mail your cheque (made out to yourself for at least $1.00) to:

ING DIRECT
111 Gordon Baker Road
Toronto ON, M2H 3R1

In the memo portion of the cheque, please write your Client Number.

Once this deposit clears your chequing account (from your other financial institution), your account is active and ready to help you start saving. Please note that you can have up to 3 external accounts linked to your ING DIRECT accounts.

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Do you place "holds" on funds?

Any deposits made by cheque or electronic transfer will be credited to your account, however, they will be held by ING DIRECT pending clearance. Your funds will earn interest from the dated of deposit, however the funds will be unavailable to you until the funds clear your linked transactional account. Generally electronic transfers will clear within 5 business days, cheques will clear within 5 business days and deposits into your account drawn from a US Institution will clear within 15 business days.

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How often will I receive a statement?

Active Mutual Fund Accounts will get paper statements monthly. Active Savings Accounts will get paper statements quarterly.

Choose monthly electronic statements (e-Statements) for both your savings and mutual funds to keep it simple! Log into your account and click the Change my info & options tab. Click the GO button beside Statement Mailing Preferences. Set your statement delivery to e-Statements or paper statements.

Please note that we plan to make e-statements available for our Credit Account and unmortgages soon.

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How do I delete my external account or add a new one?

After signing in to your account, click the My info and options tab and select the Links to External Accounts link. Here, you'll be able to delete an existing link to an external account or add another one by following the instructions on screen.

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What are your Bank Transit and Institution numbers?

Our Transit/Branch number is: 00152
Our Institution number is: 614

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How do I transfer funds from my chequing account to my ING DIRECT account?

Moving money between your ING DIRECT account and your external chequing account is very easy. Transferring money between your two accounts is called an Electronic Funds Transfer (or EFT for those who like things short). An EFT takes 1 - 2 business days. It's safe, secure, and beats mailing a cheque. When you want to make a deposit to your account, or withdraw funds, simply do one of the following:

Go to ingdirect.ca and click the I'm a Client, let me in tab. Enter your Client Number and PIN. The account summary page will appear. Click the Move My Money tab and enter the transfer information.
Use our Interactive Telephone Service at 1-888-464-1111 or 416-756-9955 and follow the automated voice instructions
Call one of our Direct Associates at 1-888-464-3232 or 416-756-2424

Please remember that to transfer money into and out of your ING DIRECT account, you need both your Client Number and PIN. You can find your Client Number on a recent statement or on your ING DIRECT Card.

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Have more questions? Check out our full FAQ.

By phone

To confirm, update, or inquire about information on your Accounts, you can call us toll free:

ING DIRECT (24 hours a day, 7 days a week)
Service in English 1-800-464-3473 or 416-756-2424
Service in French 1-866-464-3473

ING DIRECT Mortgages (Everyday between 7:00am – 12:00am EST)

Don't have an unmortgage yet?
Service in English 1-800-568-2190 or 416-758-5600
Service in French 1-866-568-2190 or 416-758-5600

If you already have an unmortgage:
Service in English and French 1-877-464-5565 or 416-497-6829

ING DIRECT Mutual Funds (Monday to Friday, 8:00am to 8:00pm EST)
Service in English 1-877-464-5678
Service in French 1-888-600-6161

By email

Have a burning question about something that we offer, for example, our new Tax-Free Investment Savings Account? See if we already have the answer for you here.

Please note that we can't do any transactions on your account or answer account-specific questions by email because we need you to call in to verify that you're really who you say you are. For your own security, you should never put your account information in an email.

ING DIRECT
clientservices@ingdirect.ca

ING DIRECT Mutual Funds
portfolios@ingdirect.ca

Face-to-face

If you'd feel more comfortable meeting us face-to-face, you're more than welcome to come in to one of our ING DIRECT Cafés. For hours and directions, just click on the address below.

ING DIRECT Café Downtown Toronto
ING DIRECT Café North Toronto
ING DIRECT Café Vancouver
ING DIRECT Café Montréal
ING DIRECT Café Calgary

In Online Communities

We're out and about on the web. Check out what we're talking about with Savers.

Having an issue? Your experience is our priority. Tweet us at @OrangeHelps.
Hours: M-F 8–8, Sa-Su 10–6.

By Mail

111 Gordon Baker Road
Toronto, ON
M2H 3R1

And in case you were interested, our Bank Information:
Institution #614
Transit # 00152

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Receive a suspicious email?

If you receive an email that asks you to provide confidential information such as your Client Number, account number, PIN or password, do not respond and do not click on any links included in the email. Contact us immediately and forward the suspicious email to phishing@ingdirect.ca or call our DoubleSafe™ online security line at 1-888-SAFE-304 (1-888-723-3304). For more information on phishing and Identity Theft, please visit the Canadian Bankers Association website.