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Capital One Drops ING Direct Ball, Triggering Reactions… And Fears

The loss of the popular ING Direct brand has sparked a strong reaction among customers and banking industry analysts alike. Will Capital One kill ING Direct’s reputation for service, innovation and ideas along with the name? And would anyone squeal if your brand disappeared tomorrow?

The time has come to bid adieu to ING Direct, one of the financial industry’s most admired brands. The scrappy online startup had built a passionate and devout following among consumers and banking industry insiders alike. Between the online bank’s cool online tools, higher deposit rates, stellar customer service and quirky, optimistic personality, there was a lot to love. Now everyone is wondering if Capital One will kill the direct bank’s reputation for killer service and innovative ideas along with the ING Direct name.

When Capital One bought ING Direct USA back in February for $9 billion, the agreement did not include the sale of the online bank’s venerated name. Capital One had one year to completely phase out “ING Direct” and other elements like ING’s signature orange color and logo ball. This left the acquirer, Capital One, in an unenviable position: they would be forced to kill one of banking’s favorite brands.

The new name they chose? Capital One 360.

ING Direct Head of Banking Jim Kelly and Capital One President Jon Witter began notifying customers of the new logo and name in a joint message to customers a few weeks ago. “Our name is changing to Capital One 360 and our colors are changing to red and blue, but our commitment to you is staying the same,” they promised. “We’ll have a new name and fresh look on the outside, but it’s the same ING Direct you’ve come to know and love.”

To their credit, both Kelly and Witter included their personal email addresses in the email sent to customers.

So what’s the story behind the 360 name? Why did they pick it? ING Direct spokeswoman Laura DiLello says they chose “Capital One 360″ because “we are surrounding our customers with high-value digital banking services that they can access when and where they want.” In other words, a full suite of banking products rounded out by 360° convenience.

When asked about the new name’s meaning, another ING Direct spokesperson on Twitter said “360 means bringing saving full circle,” although what that means exactly isn’t immediately clear.

Capital One said it took “a long time coming up with a new name and logo and we gave it a lot of thought.”

Subscribe Today“We were looking for a name and logo that are forward-thinking while also giving a nod to our past,” they explained. “We think that Capital One 360 does just that. The name and logo symbolize that we’ve come full-circle, starting this journey with a new family, but still believing in the same things.”

Capital One joins other financial institutions who have embraced the “360” theme in their brand names, most notably 360 Federal Credit Union and Coast360 FCU.

Getty Images | Content Marketing

The official change to the new Capital One 360 brand identity will take place February 1, 2013. So why would Capital One announce the new name now instead of waiting until February when customers can see the entire new brand in context?

Some brand experts might criticize this kind of phased approach — leaking the name out now and the rest of the brand later.

“We wanted to make sure our customers were the first to know and give them a chance to get used to the name before the change goes into effect,” DiLello added.

And what are they going to do about those Orange Cafés where ING Direct customers could sip and save? Capital One says the cafés will definitely be kept open, but they will be getting a fresh coat of paint in February when the full rebrand takes hold. They won’t comment on the new color scheme, but you can be certain that anything orange is out of the question. As for the name, the safe money is on “360 Café” taking the place of “Orange Café.”

Capital One Tries Putting On Happy Face

Capital One is trying desperately to convince customers that the rebrand is superficial and only cosmetic in nature — that the underpinnings of the ING Direct experience will remain untouched. So they rolled out a customer pledge, building on ING Direct’s brand promises:

  • We’ll deliver real value. We’ll continue to be home to no-fee, no-minimum checking and savings accounts — with the great rates that we know are important to you.
  • We’ll keep it simple. There will always be simple, intuitive digital and mobile access to your accounts.
  • We’ll keep a human touch. We’ll talk to you as we always have, with real people here ready to help you.
  • We’ll focus on you. We’ll always innovate and improve with you in mind, first and foremost, to create the best customer experience out there. We’ll keep challenging the way things are done, and get them right the first time.

You really have to sympathize with Capital One. They are in a no-win situation with the ING Direct rebrand. Besides perhaps only USAA, there is no bigger financial brand in North America than ING Direct that consumers are more passionate about (at least in a favorable sense). ING Direct has some 7.7 million customers, with a fair number of rabid fans among them. Assuaging fears without looking like a heartless brand assassin isn’t an easy job. The best Capital One can hope for is to minimize backlash and quell any potential revolt.

Seen on ING Direct’s Facebook page, this banner ad tries to stress how little will be changing with the Capital One takeover.

Corporate communications from both ING Direct and Capital One reflect a subtle tone of reluctance to change names. Everyone knows this is isn’t the ideal situation. Both parties are quick to point out that axing the ING Direct brand wasn’t their idea.

“As we told you back in June 2011, our parent company (ING Groep) agreed to sell ING Direct USA as part of a restructuring agreement with the European Commission,” the online bank explained on its website. “ING Groep allowed us to use ‘ING Direct’ only until February, 2013. So we had to come up with something new.”

Translation: “We’re being forced into this unfortunate name change because our parent company got carved up as part of a government bailout.”

“We’ll do our very best to make this transition as smooth as possible,” ING Direct said to customers reassuringly. “We’ll give you all the info you need, every step of the way.”

Translation: “None of us look forward to this, but hey… we gotta do it, so we’re going to try to make the best of it.”

Normally upbeat, the communications team at ING direct has eschewed tail-wagging and smiles for snark and sarcasm. “If you think about it, the name ING Direct is just a name,” the bank says in its defense. “Who we are on the inside is the same, whether our name’s Capital One 360, ING Direct or Aunt Bertha’s Bank.”

It’s subtle, but you can feel their frustration.

Getty Images | Content Marketing

What about the new colors?

“Red’s the new orange,” said Capital One, in reference to ING Direct’s monochromatic citrus color scheme. “Since Capital One’s colors are red and blue, our new colors are going to be red and blue, too. After all, we’ve got to make sure we’re color coordinated and looking good for the family photo.”

It’s tempting to roll your eyes at marketing puffery like this until you realize just how hard it is to communicate a rebrand to customers, particularly one where there isn’t a strong rational argument. What else can they say? “Lawyers say we can’t use orange, so we’re going with what we’ve got… which is red and blue, so deal with it.”

You can’t fault anyone at Capital One or ING Direct for wanting to put a happy face on this situation. Nevertheless, some of the corporate messages feel a bit tinny. “We love orange too, but we think red will look good on you (and us),” ING Direct tweeted.

Really? Most customers who wore orange ING Direct shirts with pride probably won’t be wearing Capital One 360 shirts at all. People wear clothes to make statements about themselves. And the statement made by a day-glow orange shirt for a scrappy online upstart is a lot different than the statement made by a shirt pimping an established megabank with traditional red/blue colors. Come on guys… the ING Direct rebrand is a little more than a color shift, and such a suggestions dismisses the significance of brands and how consumers relate to them.

At the new website for Capital One 360, the bank invites users to roll a new coat of red paint on top of the signature ING Direct orange ball. While the execution is somewhat fun (you get to play with a little interactive paint roller), the overall concept will likely leave a sour taste in many ING Direct fans (like taking a Sharpie pen to the Mona Lisa).

Change Stirs Up Critics, Tough Questions

There probably isn’t any new name Capital One could have picked that wouldn’t have been criticized at least to some degree. But some opponents of the 360 name are downright vitriolic.

“ING Direct is now Capital One 360. Somewhere a brand manager needs to be fired,” complained Whitney Hess, a UX expert, on Twitter.

Jim Perry, a bank branding consultant, thinks 360 is a bad move too. “Capital One is making a big mistake with this rebranding,” he tweeted.

Jim Bruene, publisher of Netbanker is a bit more diplomatic with his analysis. “While I like the ‘360’ thing,” he wrote in a blog post, “I’m a little disappointed they didn’t give it a separate brand, like NAB’s UBank,”

Pointing out the strong connection consumers feel with the ING Direct brand, Bruene noted: “Long-time fans are wondering how much of the old ING Direct quirkiness will be maintained, if any.”

A potential conflict between brands started brewing from the moment Capital One announced its acquisition of ING Direct.

“The conflict and attitude arises from ING Direct’s history of being consumer friendly and on the forefront of internet technology,” wrote Luke Landes at Forbes. “The bank built a strong and loyal following, most of whom remained customers even as other banks began offering higher interest rates.”

“Their loyalty is being tested now as the bank’s acquirer, Capital One, has a more nuanced reputation,” Landes continued. “Capital One has been a brand associated mostly with credit cards, and for many years, customers have reported less than stellar experiences. There is the impression that Capital One catered to card holders with lower than average credit, and used their increased demand for credit to push through rates and terms unfriendly to consumers.”

“ING had a reputation for quality, and Capital One has a reputation for screwing its customers,” added Alex, a customer in Seattle. “So yeah, it does seem pretty likely that ING quality will be declining as a result of this move.”

Getty Images | Content Marketing

Reaction on Social Networks Passionately Negative

No sooner than ING Direct’s new Capital One 360 name had been revealed, the bank’s Facebook and Twitter accounts lit up with protests. A search of Twitter for the new 360 name yields hundreds of customer comments expressing a range of emotions, from fear and anxiety to disdain and disgust.

“So Capital One bought the rights to the orange ball only to destroy any brand recognition and customer loyalty amongst ING customers?” wrote Maria Elena Villegas on ING’s Facebook page, where the bank has 63,527 ‘Likes.’ “This is an absolute waste of branding, customer loyalty, and potential goodwill.”

“Their awesome orange is changing to a crappy red and blue!!” griped one customer on Twitter. “What a terrible idea!”

“Yuck,” said Naomi Wyatt. “I liked you in part because you were personable, unique and cool. The new corporate logo feels the opposite.”

Joe VanDerBos agrees: “I love the ING orange, have disliked Capital One since the early 90s. Gotta find a new online bank.”

“I love ING, and Capital One has always seemed scammy,” said Jennifer Moore.

Monica Rodriguez also confessed she trusted the ING Direct name more than Capital One.

“I already feel dirty at the thought of having my beloved ING Direct account become a Capital One account,” admitted Drew Withers on Twitter. “Names do matter.”

“I may have to look for a new bank if it becomes too much like Capital One,” cautioned John Balash.

Some customers just mourned: “Farewell, awesome online bank.”

The communications team for ING Direct/Capital One had prepared a series of standardized comebacks for criticisms and concerns:

  • “Legally, we had to change our name. Whether its ING DIRECT, Capital One 360 or Aunt Bertha’s bank, we’re still the same team.”
  • “We love orange too, but red and blue is really growing on us, and we think it’ll grow on you too.”
  • “We have to be all color coordinated with our new family. We love Orange too, but we think red will look good on you (and us).”
  • “Our Cafés will get some fresh paint in Feb., and you’ll still be able to stop by, sip & save.”

Since November 7 when ING Direct first broke the name change on Twitter, they’ve responded to over 300 different people’s comments.

Some of the tweets from ING Direct are remarkably candid. When Denise Mast said, “Not happy at all about the new branding. May consider moving my account. Sounds stupid, but I like ING the way it is,” ING Direct replied, “You sound pretty smart to us.” Wait a second… Did someone at ING Direct just admit that they think leaving the company the way it is would be preferable? Hmmm.

Someone even created an online petition beseeching Capital One to “keep the ING Direct brand and save the orange ball.” There’s also a “Stay Orange” Facebook page created by another ardent ING Direct fan.

Getty Images | Content Marketing

Some Customers Supportive, Some Indifferent, Others Apprehensive

“As long as the logo and name are the only thing that changes, and Capital One doesn’t remove features or add fees I can’t imagine I’ll be motivated to some kind of revolt,” wrote Mitch P, an ING Direct customer in NYC.

Jerry S, another customer from Greenville, SC is equally patient and understanding. “I’m planning on hanging with them unless they give me a reason to leave.”

Oscar Bowen said he was “a little bummed about the name change but still very happy about the no fee accounts.”

“I don’t like the new name… but whatever,” bemoaned Arie Rich on Twitter. “I’ll just have to make it work.”

“Been a longtime ING Direct customer, and it’s definitely gonna take some time to get use to their new name,” noted JJ Casas.

“‘Capital One’ doesn’t quite have the same ring to it and makes me think ‘fees,‘” said another customer. “Hope I’m wrong!”

One customer named Laura has is guardedly optimistic. “I am really happy with your services like I was with WaMu, I hope you don’t disappoint me.”

Reality Check: This kind of brand passion is extremely rare in the financial services industry. Most consumers regard their financial providers with a mix of apathy, indifference and frustration, if not outright derision and disdain.

Key Question: What kind of reaction would your financial institution get if they changed their name? Do people feel any kind of emotional attachment to your brand? Would they cry in outrage? Or would no one make a peep?

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Comments

  1. With such a beloved brand being erased so publicly, this is such an interesting story to watch play out. Once again, fantastic reporting. No where else can you get such well researched, deep dives on financial branding. Thanks for working so hard on this stuff.

  2. Like one of the people quoted in the article, I also liked WAMU; when Chase acquired them, they started undoing the customer-friendly features.

    Regarding ING/360, I’ll keep the account until/unless CapOne makes negative changes. When/if that happpens, it’s straight to the credit union if not elsewhere.

  3. I’m wondering if they realized that there is already a product called ’360′ in millions of homes. It’s made by Microsoft. I’m not saying there will be a law suit drawn up. But with xBox 360′s having such a high market density, naming your banking product line 360 might not be the best choice. Perhaps you will log onto 360 using the new Internet Explorer embedded in the last xBox 360 update.

  4. “360″ isn’t the greatest- or most unique name, but it is a logical choice — “access to your money around the clock and around the world.” And it was available for trademark in the USPTO International Class 036 (for financial services), which is a huge deal.

    Actually, you could turn the table and ask Xbox why they chose “360″ for their game console. What’s the significance of that name? It’s not immediately obvious. While “Wii” is one of the goofiest looking words in corporate branding, at least users might reasonably think the name has a story (i.e., “we” play together).

  5. Breaking News: Fifth Third has rolled out a prepaid debit card called “Access 360.” This could get ugly…

  6. Update: Capital One says it plans to open no fewer than six new cafes in the Boston area starting in late 2013.

  7. I travel a lot so, with ING, I incurred many hundreds of dollars a month in ATM withdrawal fees due to their 2 percent take from every withdrawal.

    With Capital One, I was pleasantly surprised to see NO fees taken out whatsoever for overseas ATM fees which, in November alone, saved me about $70.

    If Capitol One continues with service such as this and also continues to be a good bank, I’ll be more than happy to stay with them and even increase my use of their bank. If, however, they choose to do the usual Capitol One mess, I already have a credit union account I’ll be moving everything to.

    Their choice really.

  8. MountianGirl says:

    Thanks for an excellent and comprehensive article. Between us, my husband & I have 5 accounts with ING and have been huge fans for years. I was very unhappy to learn of CapOne’s acquisition. An acquiring company always promises not to change anything, to keep it “exactly the [product] you already know and love.” But inevitably, sooner or later, little changes creep in – rebranding, reformulating – and a year or so later it’s not at all what it used to be. I expected the look of ING to change, and it did – a little at first – a lot come February – and seriously doubt they’ll keep up the “no fees” trick beyond a few years. Once everyone’s sort of forgotten it used to be ING, they’ll introduce “modest fees,” especially if the economy has improved. The fact is, ING is dead, and this trickster is no replacement. I’ve closed my two ING accounts, putting the money in my regular brick & mortar bank until I choose a suitable online replacement. (Ally looks good, but I’m not convinced yet.) And obviously, the IRA I was about to open at ING will be born elsewhere.

  9. It’s the brand, but it’s also the reputation behind the brand.

    ING Direct stood for user-friendly banking. Capital One is a bottom-feeder.

  10. Hi William,

    I think everyone is in agreement. Here at The Financial Brand, the word “brand” is used as a synonym for “reputation” or “what you stand for.” A careful distinction is made between the “brand” and the “brand identity” (the outward expression/symbol of that brand).

  11. I unfortunately have a loan with ING, so cannot completely bolt(I’ve tried by I cannot get a good deal on my mortgage anywhere else). However I have moved all of my money except for what I need to pay my loan to Sallie Mae. They have a much better interest rate 1.05% on their money market, and they have a great program with UPromise. As soon as Capital One lowered the interest rate (go figure) I moved my money somewhere else. I am so sad to see ING go away. It is a shame that a company with so many complaints specifically about customer service was able to destroy something so great.

  12. I have been an ING Direct customer for many years, almost since their start. Although I’m not happy about the change, keep in mind that we have two companies involved that have no choices here – ING had no choice but to sell their American online banking division, ING Direct USA, it was part of the condition of their bailout from the Dutch government. Capital One was the first company to make an acceptable offer to buy the bank, and they had the right to do so, but they did not have the right to keep the name – ING kept that off the table. As of right now, I’m being cautiously optimistic and hoping that “Capital One 360″ is just a name change. If it isn’t, then we are all free to move our money into our local credit unions and mutual savings banks – in the mean time, let’s not jump the gun, nothing other than the name might change for the time being. As long as they continue to offer me free accounts with good interest rates and good technology, I don’t see why I need to pull out. If they start charging fees and interest rates become no better than my local bank, I’ll put the money back in my local bank. I’m not emotionally attached to the bank, I just chose it because it makes fiscal sense. When it doesn’t make fiscal sense, then I’ll move on – if that ever happens.

  13. ING Customer says:

    I am not enamored with the new name but we’ll see. As to why any bank would chose “red” for their logo colors is beyond me (denotes “in the red” which is not a good financial thought). Perhaps a bright kelly green tree might have been a better logo (green denotes money, eco friendly, etc. lots of positive connotations and not every bank uses green so it sets them apart). The 360 is already overused in other brands and a lot of banks use blue. The kelly green color might denote some of the quirkiness of the ING Direct brand. I think they could have come up with a better name though.

    It might have been a good idea to have a facebook contest to let the ING customers themselves choose the new name and colors, especially since they have such a loyal following. I too, am an ING customer and am sad to see the ING Direct name go.

  14. Long Time ING customer says:

    I am a long time ING Direct customer with several accounts. Not happy about Capital One at all! I really dislike Capital One, but I will give them a try. I am keeping my eyes open for a new bank though….

  15. I’m glad I checked my bank balance early this morning because since the new 360 rollout I can’t log into their website. It’s been trying to load for the last fifteen minutes or so, and I just now got to the login page. Not really a good start for an ONLINE bank. Trying to log in now, let’s see if it lets me.
    To their credit, they did fix the complaints about the speed of their app replacing ING’s, as I was able to use that.
    I’ve got accounts at my company’s credit union, so while I’m currently keeping “360″ as my main bank I’ve already got a replacement lined up if things go south here. I left FirstUnion/Wachovia/WellsFargo after two mergers and a sudden unexpected monthly fee (They only got to charge me that fee ONCE, I was gone two weeks later – had to wait for a check to cash first), so I’m well-versed in leaving banks when they don’t suit my fancy.

    Oh, and it finally let me see my account balances after 23 minutes of load time. Clicking on one of my accounts to see the transaction history is starting another giant round of loading time, and I don’t have time to sit through it. But I tried.

  16. Unhappy 360 Customer says:

    So the 360 website (no-doubt reflecting the new back-office financial system) double-posts withdrawals when they should be depositing $$$ back to your account for interest being crediting as a fraudulent card use transaction is challenged (A for effort F for execution).

    - Sends emails that you have a late minimum payment in Feb (minimum payment is due on the last day of the month) even though you dumped $500 into the account that was posted according to their ledger on the 31st (generating a positive balance).

    As for the new brand: it fits. I’m seeing red…

    Anyone know of a good online bank?

  17. John Mueller says:

    Not to their credit, Jim Kelly’s email bounced when I tried emailing him in response to the email they sent out. His email is NOT valid, jim@capitalone360.com.

  18. I associate the capital one name with the sleezy credit card biz. They are not even a bank to me. Ally Bank’s rate of .90% vs. .75 for ING sealed the deal to switch to them. I will probably keep Sharebuilder. Sad.

  19. I have been with Ing for many years and loved the idea that it was a different bank that gave great service. I especially love the checks they send for free along with free checking account. I was very unhappy when they first sold out to Capital One, I use to have a visa of theirs and got rid of it.

    Now with the latest emails taking away the name and I hate red, sorry I am a strong liberal and it reminds me of red states. Putting in some blue to just makes me gag, I hate the red ball.

    So now I will watch and the very day they change anything, the free checking or sending checks for free. Any other services with my other accounts and I am gone!

  20. Sorry Capital One,

    You lost my business for a lifetime a long time ago. Pulled my Money today.

    I’m sure my Credit Union will appreciate the deposit.

  21. I would like to see faster deposits for people who are not offered direct deposit. That is about my only complaint. Maybe Capital One will help that.

  22. Farewell to ING…to a great online banking experience….
    Hello to the ‘Big Question’ that CapitalOne 360 brings (I don’t even like typing that name..agh)….i.e, ‘Will it really be the same?’
    I’ll stick with it for awhile, but am already checking out other options for my account.

  23. Completely disappointed in Capitol One service. I wrote this letter to Capitol One mid December of 2012, and no one has even bothered to respond:

    To Whom It May Concern,

    I have been studying the business practices of Capital One – I even did a presentation on how Capital One could expand and improve in the years ahead for my MBA. Unfortunately, my first-hand experience with Capital One’s acquisition of ING Direct USA has been a complete disappointment. I called the phone service in November of this year to check my balance and was transferred to different operators no less than 3 times AFTER I had already listened to the automated system for what seemed like eternity. It took 3 transfers for someone to tell me what my balance was! The second time I called, I was more pleased with the service I received – the call took only about 5 minutes and that included a money transfer. Tonight I called to transfer money. After over a 4 minute wait listening to an annoying automated message, I decided to try to do the balance transfer without waiting for an operator only to find out that my account did not support such a transfer – then waited another 5 minutes to talk to someone, but no one ever became available.

    I just have to ask, is this the result of the acquisition? If I can find a bank who does immediate credits to banking accounts the way ING does, I am seriously considering a transfer.

    Can you please tell me if there is a way to become a part of the ING Europe accounts? I miss good service.

  24. Faithful ING Customer says:

    I have been an ING customer for years, loving their stellar customer service and quirky approach to banking. It felt like a bank I would create for myself, if I could.

    At the end of the day, CapOne is the typical stodgy, corporate bank guided primarily by “creating shareholder value” through layers of fees and minimized services, and who often walk that ethical line. regardless of what they have said, the changes have already begun and they are not for the best.

    I will be moving my Checking, Saving, IRA and ROTH from CapOne. I just need to find the right place to go. I cannot stand RED TAPE and bureaucracy. I suppose Ally is currently in the lead.

  25. Ally – don’t forget this is a federally owned bank. It is the old GMAC bank embedded inside GMAC the auto and mortgage lender. It was bailed out by the Govt in ’08-09. You get good rates because Ally gets to borrow cheaply in the capital markets because of the govt ownership.

  26. Norman Park says:

    I HATE Capital One. Short story – I build/have excellent credit rating for 30+ years / CO would not grant me a credit card until my late 20s / after a year the APR, unannounced, changed from 6.9% to 14.9% / paid it off immediately and cursed them like mangy dogs. I HATE Capital One. I had 8 investment and cash accounts with ING, unfortunately now with CO. I will be moving them as soon as I can find the time. And just to be clear, I HATE Capital One. I pray they reap what they’ve sown (decades of abuse cannot be offset with a logo and smiling marketing turds…at least not for most.)

  27. Russ Frederickson says:

    Hi all,

    Does anyone know where we can move to which would be most like ING was before this Capital One 360 mess we are now in by way of aquisition? Looks like Ally from comments but wonder if anyone can confirm?

    Thanks, as we have to distance ourselves from these Cap360 clowns who buy an asset and then “nuke” the goodwill which I should think is the only value they were buying. Makes you wonder about their business smarts doesn’t it?

    Russ F

  28. I’m in the process of closing my Capital One accounts and moving them to my credit union. With ING, a transfer from PayPal used to take 24 hours and, very occasionally, 48 hours. Capital One takes up to 5 DAYS, which is insane when a wire transfer from PayPal literally takes minutes.

    It’s just another way of sleazy Capital One making interest on our money but not paying us interest for the first 5 days.

    I’m gone too.

  29. Sinuhe Egyptilainen says:

    Here we are six months after the news.
    ING was very smart not to sell it’s brand and let Capital One dilute what the brand came to represent in the US.

    Customer service at 360 is not good. Whatever promises Capital One 360 made, it’s not working.

    Looking to find the next house of customer service excellence,
    –Sinuhe

  30. They thought long and hard about the name? How about the name makes no sense. I know it changed awhile ago, but this still bugs me. So I went searching for an explanation and it brought me here. It is one of the dumbest names ever. 360 makes no sense! Full circle??? How about 365. “Savings every day of the year.” 365 is your life, it’s a year. 24/7/365 is the saying everyone knows. 360 is just stupid. It shows a serious problem with the company. No creativity. No common sense. No vision. Poor judgement. On and on. What is the management like if after thinking long and hard they came up with capital one 360? What about capital one direct? Assuming direct could be used of course. And that logo! It’s like two different logos. Capital one and 360. Sitting next to each other for no reason at all. A 9 billion dollar screw up.

    As for the changes. Customer service reps are nice, but smartasses. They hold your money way too long. When I put something in ING it was available quickly. These guys hold it forever and why? How come I can go to Walmart and they take the cash right away electronically, but banks hold deposits for days? Imagine I am Walmart and go verify the money is there and take it! And the interest rates are horrible. But that is more obama and the Feds fault than capital one. Still a joke. Of course the real joke is Americans could care less what is happening to their country. It really is stunning. Oh well.

    Time to find a new bank.

  31. I’m leaving Capital One 360. As a long-time ING Direct customer, I was very happy with their service, but since Capital One took over it’s become terrible. In the past, debits made from my ING Direct online checking account were instant, and were instantly visible on my statement. Now, transactions are posting 48 hours after the fact, and it’s already left me standing at the register without enough on my card. F*ck Capital One. I just want to get away from them, but I can’t seem to.

  32. The new mobile app is a complete joke. It’s sad to think they felt comfortable launching the new app this is clearly not written for a mobile device.

  33. k s langford says:

    Had a big $avings acct w/ING till it wa$ all gone. If I could’ve afforded another one – ING it would be yours! Customer service was to DIE for. I could call & a Real person – friendly/knowledgeable & patient answered. My question answered even if it was dumb… Patience is a true virtue. I LOVED ING & all it’s people.

    Kept receiving emails from ING about new services/$ saving deals even after I wasn’t a customer. Now what’s-their-face sends me emails. Ick, ick, ick… A definite “don’t go away mad, just go away” situation.

    Be afraid, be very afraid of name changes. My other bank has gone thru Four name changes & w/each new name it got worse. Different name – different service & never for the best.

    I miss the Orange ball. Could never, ever go w/a red/blue logo. It’s like anything now – quality – just a memory…

  34. Actually, I’ve been very happy with Capital One so far and did not expect to be at all as I loved ING and mourned their loss. But, I’ve been pleasantly surprised to notice that, unlike ING which charged a 2 percent fee every time I withdrew money overseas, Capital One does it for FREE.

    Needless to say, as I travel a lot I’m saving well over $50 a month just on bank fees with Capital One. Couldn’t be happier with their service so far :)

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