ING Direct communication case study: failure in customer communication

By William Entriken

1 minutes

On Tue, Apr 8, 2008 at 10:21 AM, ING DIRECT saver@ingdirect.com wrote:

Dear William, Customer Number: XXXXXXXXXX

This email is to notify you that 2799 DIRINPIEQO has initiated a withdrawal for $3000.00 from your ING DIRECT Orange Savings Account.

Your confirmation number is 0110000XXXXXXXX.

To view your account balance, login to ingdirect.com.

On Tue, Apr 8, 2008 at 5:03 PM, William Entriken

Dear Ombudsman,

This message would be seven thousand times more useful if you identified the withdraw as coming from “ING Investments”

OMG I almost had a heart attack.

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