Chapter 74 The Role of Social Media Strategies in Competitive Banking Operations Worldwide

Nurdan Oncel Taskiran

Kocaeli University, Turkey

Recep Yilmaz

Beykent University, Turkey

Nursel Bolat

Istanbul Arel University, Turkey

ABSTRACT

Social media has rapidly taken its place among the important phenomenons of today.

INTRODUCTION

A study conducted in USA puts forward various findings indicating a positive relationship between brain health of the elderly and social interaction. According to the same study, on- line social networks also support brain health of the elderly although it is realized in virtual environment (Ristau, 2011). What are the institutional and financial influences of these virtual formations

DOI: 10.4018/978-1-4666-6268-1.ch074 which we define as new media? Can differences be seen between countries or continents? This study is based on such a problematique.

Being one of the social media accountant is very favourable nowadays and is a sign of being updated and instancy in the digital age. It is a must and vital for enterprenuers, who are rivals in the age of digital speedity on the social media. We have already known that the world is nothing than a small village anymore thanks to digital social media. The first popular social media is Face­book, where a news or a photo or an opinion or a suggession for action is shared once, then almost hundres or more see it, like it or hate it instantly.

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ING Bank has many offices around the world; four of them are Australia, Canada, India and Turkey. The objective of the research is to investigate how ING Global Banking manages social media affairs and how it gets into contact with its customers and what kind of strategies it developed on Facebook. This is an emprical study in which discourse and semiological analyses and the significance of the subject matter is that ING Bank was awarded as “the most successful effec­tive banking management” in Eastern Europe in 2012, with the products and services it provided to global customers. This investigation relates to the ways it deals with its global customers on social media and from that point it worths investigation. The research is limited to three months December 2012, January 2013, and February 2013.

Through a quick investigation on the social media, it can simply be recognised that ING banking is one of those whose global banking affairs expanded from America to Australia; Asia to Europe in the world. ING Banking seems well updated itself with Facebook and has taken its place among Facebook accountants, which is very popular for instant communication among people and private organizations for public an­nouncements or civil public institutions especially governmental or political propagandas all around the world just like an epidemic. Beforehand, it would be beneficiary to learn more about some terms or concepts like globalism, social media, Facebook and the relationship among them.

VIRTUAL STRUCTURES OF COMPANIES AND CORPORATE COMMUNICATIONS

This part of the study investigates virtual struc­ture types of companies.

This new extent which is effective in forma­tion of reality has begun to pull the business enterprises towards itself. It emerges as a quite effective tool particularly in public relations studies beside all activities of enterprises. Pub­lic relations activity which follows a way from institutionalization to nationalization constitutes an institution image through institutionalization and works on a plane which targets to control the institution perception of the target group (Yilmaz & Ertike, 2011:132-134). The concept of corporate communication is used in order to refer to communication field within this system. Concept is used to discriminate marketing-based public relations and esteem-based public relations. The concept of corporate communication may be defined as “ a social process which enables continuous data and idea exchange between both varius departments and elements of the enterprise and, enterprise and environment or constitution of required relationships between departments” (Akat, Budak, & Budak, 1994:272).

Emergence of communication in virtual en­vironment is possible through formers of com­munication. This formation requires a team work. Virtual team at that point is defined as “a group of people which works independently from time, place and group borders using technology in order to reach a common goal” (Akdogan & Oflazer, 2002:827). Conducting this team work is enabled by virtual offices. Virtual work and workplace is used to determine “offices which are supported by information and communication technologies and which do not need dependence to a certain physical environment, and work trough a web site used commonly by a group of virtual workers” (Tutar, 2002).

Virtuality may be tool which is used to com­municate and also sometimes the enterprise itself is seen to become virtual. Virtul companies which are defined as “ independent company groups boud to each other with information technology in order to share skills, costs and market access” (Li & Xiao, 2006). Products or services may also become virtual as virtual companies. Vir­tual products or services mean “ the products or services which are produced, distributed and sold in computer networks” and we usually see them today (Skyrme, 2012).

Companies which become completely virtual or use virtual environment as a tool are obliged to some type of network place. These formations which are named as virtual web are defined as “the open-ended clusters in which the companies are included which can contribute to any projects before the establishment of virtual organizations and of which properties are accepted by others as a result of a preliminary assessment,” (Franke, 2012).

A final concept is the concept of telework which refers to work from home. Telework is an expanded form of telecommunicating which is used to enable to work from home in order to reduce the time to go between home and workplace. The concept telework emphasizes the telecommunicat­ing’s converting the work to holism (Olccr, 2004).

Working structure which is tried to describe under the light of basic concepts refers to the companies which maintain some part of their presence in virtual environment beside the com­panies which completely work with a virtual structure. These formations may reach houses of people through computer hardwares and enable an intense mind contact. Mind contact manifests in in-house and external dimensions.Corporate culture and institutional commitment may develop and it also contributes to relationships with media which are indirect public relations tools. Virtual reality forms a significant domain of corporate communication also during crisis (Sayimer, 2008; Uzunoglu et al., 2009).

Social network which is out of the enterprise and thereby not controlled by the enterprise but also enables access may be used as market based and for corporate communication purposes. Especially the messages in facebook and twitter may be used for promotion and announcement of corporate activities. The present study is focused on announement types in different continents. Although data will be discussed in ‘Results’ part, usage of social networking site must also be discussed. The following part mentions about this issue.

AN OVERVIEW OF SOCIAL MEDIA STUDIES IN

DIFFERENT CONTINENTS

While value is focused in America, it is seen that on- line networks and influences of them on social life are focued in other parts of the world.

GLOBALISM, SOCIAL MEDIA, AND BANKING SECTOR

Ino Rossi points out the increasing and deepening interaction among different cultures and traditional conflicts. To him, globalism is a process mani­fested within the social layers of a society itself. These conflicts are motivated by social interest in a society. Gradually, it is accompanied by multi cultural affairs and information technology as well (Ceylan, 2011: 37).What bears a major significance here is its strict observation over intercultural behaviours of people. Countries are in hard rivalry to acquire the capital, which is a principal element of production, on their side. Thanks to ICT developments and globalism, economical and social substratum have to face a radical change (Soros, 2003: 2).

One of the crucial points with the globalization is some critical thoughts about its eliminating of traditional values. It is an inevitable process which can be denied conversely. Globalism establishes a threat against cultural values and identities (Stiglitz, 2006: 273). Functionally, globalism is established upon hard competing which enables setting its own values separately. It means that traditional culture substantially might get injured.

Some researchers evaluate globalism prior to its political cultural and ideological aspects (Erturk, 2010: 25). One of the factors of its fast expansion lies in the developments of Information Communication Technologies (ICT). Data im­provements and ICT developments especially on the internet phenomena affected financial markets directly and inevitably (Ceylan, 2011: 52). The undeniable impact of ICT during 1980’s, almost extinguished the concept of “distance” on earth. Within its ideological respect, globalism exists on a dialectical base (Erturk, 2010: 26-27). Expansion of globalism is not estimated as limited only with the developments of technology and ideology, but also economically. Globalism has an active role on the global integration of expansion and improvement of economical, political, and social systems of countries (Erturk, 2010: 28).

The internet has become an ubiquitous tool for users ranging from professional careers to casual housewives and being online has prompted curios­ity and speculation about the interaction between this technology and individual person variables (Mitchell et al., 2011). Therefore, the equilibrium between the counterparts are highly considerable. On Facebook, there is a heterogenious population on each social level, some are disguised, some fake, some not. Institutions with a good image and profound vision for the future have to be on good terms with online social media users.

According to Marshall, social media means one or more people connected each other with social activities (Marshall, 1999: 4).Thanks to ICT and globalisation, today we have a different sort of media which is called “networking society.” Today individuals are surrounded with nets which provide them immense facilities. On the other side, users, doomed to computer screen only, lead an unsocial life. Social net works can be defined as individual web pages that enable people sharing some fruitful information around and making socialization possible for those who would like to have interactive relationships (Ozmen et al., 2011). Contents are bound to people and can be determined independently. In other words, social media eliminates time and space boundaries and develops a kind of commuιnicational system in which mobile sharing based on “discussion.” Social media platforms are mainly established on the basis of “communication and “sharing” (Erkul, 2009: 8).

Facebook is a networking system which pro­vides people interactions and sharings, join other groups, write about a subject and express his opinion on open access platforms online (Gonza­les, 2010). Facebook was created by a Havardian student Mark Zuckerberg to keep in touch with other Havard students over the Internet and get to know each other better. By the time, Facebook became so popular that is was soon opened to other colleges. By the end of the following year it was also open to high schools. The year after that, it was opened to the general Internet public. According to the statistics, Facebook has reached 1 bilion users in the world and day by day it is getting incresed. At present, most instutions, com­panies have Facebook accounts and make their business via online transactions. As a conclusion, explosive innovation thanks to the growth of ICT, particularly the provision of welfare services, largely unchanged. Where socialising, commerce, information finding, entertainment and travel have all undergone profound structural transformations (Shah, 2012).

Another aspect of this new world set on a technological basis emerges in the increase of cross- border activities of financial sector. Global ownership and global activities have already come into prominence and the expansion of ICT at top speed also caused the increase of cross- border capital flows. Besides the removal of exchange questioning, major reasons of globalism are easy accessibility of foreign securities thanks to tech­nological revolutions and the rapid increasing importance of institutional investors in addition to the diversification of the portfolio (§ener, 2012). Along with the technology, financial sector has been expandad all around and brougt facilities to some daily business. People have alreday achieved the facilities of banking transactions online at desk, which exposed globalisation of banking systems as well.

Internet users are now broadly representative of large swathes of the population, with far fewer groups remaining unconnected to the Internet - the elderly, low-educated and disabled being the main examples. From the point of view of public service delivery, it is of course highly important to encourage these groups to get online, to ensure equality of access to the opportunities available there (Shah, 2012).

People, as a must of information society, should be provided technological conveniences by govenmental subsidaries as a need of cross­border relations.

Establishing groups in the social media are closely related with social capital idea which is defined as people’s social networks and mutual trust that they can draw upon in order to solve common problems. Social capital is very im­portant for improving group social participation (e.g. perceived membership and influence (Tsai et al., 2012).

Social media consists of tools that enable open online exchange of information through conversa­tion and interaction. Unlike traditional Internet and communication technologies (ICTs), social media manage the content of the conversation or interaction as an information artifact in the online environment (Yates & Paquette, 2011).

Banking hosts seem quite beneficiary part here as costumers are ready to interact online from social capital point of view.

What social media online system exposed on banking institutions generally is integration of some new units. Additionally, it also provided standardization of information flow system, im­provement of efficiency, recurrence of the same transactions and more work in less time.

Moreover, it provided a decrease in manager employment, less cost and distribution of man­agement responsibilties and globalization, as well (I§in, 2006).

These days’ computers, mobile phones and the Internet serve as central means of commu­nication, social interaction and entertainment, and the popularity of new technology has played a prominent role in the rise of different online networks (Nasi et al., 2011) Among the social media sites, Facebook is the first and the most prevalent one. On networking, people have the opportunity of expressing themselves in louder voices. Therefore being instant and have an ac­count on the social media is one of the musts of information society. Social networks gained much respect for many institutions as a source of information and feedback for social networksa re environments where most people react negatively or positively but independently. Similarly, Face­book users actively use and follow online banking occasions or ask questions, like or dislikes about transactions or bank officials, in the trendy way of the digital age.

Investigations demonstrate 44% of global customers use social networks in order to get indi­vidual banking information. Turkiye is categorized one of the leading countries. Generally, 78% of customers use social media with the purpose of banking products and services and 53% as feedback they experienced (Elhadef & Hatipoglu, 2012: 7). Facebook, as the most preferred social site in Turkiye provides an environment on which users evaluate products, experiences, feedbacks, ser­vices, opinions or actions, etc. as likes or dislikes independently. As a conclusion of globalisation, Facebook gained a huge number of banking hosts as new accountants and their customers as well. ING Bank is one of them participated and estab- lised a remarkable position among counterparts.

On examining four web pages of ING Bank Global Offices on Facebook, an apparent similarity about the visual frame is remarkable. The orange colour at the background and the lion image on it toghether are the components of official ING Bank logo. Each Facebook Time Tunnel page of ING Bank includes many themes under different titles within Time tunnel windows. According to their contents these windows can be classified into seven sections;

• Contents relating to ING Bank advertise­ments, announcements and campaigns and videos relating to products and services.

• Customers’ Questions &ING Bank Answers; Customers’ feedbacks (positive and negative.)

• Contents relating to ING social (responsi­bility) activities.

• Surveys and contests relating to product and services.

It can be submitted that contents are mosty focused on advertisements, announcements, campaigns and feedbacks.

AMPRICAL ANALYSIS

ING Bank Australia on Facebook

ING AUSTRALIA began operating in Australia in 1999 and joined Facebok in 2010. By doing business online, over the phone and through intermediaries, they keep overheads low and pass the savings onto customers in the form of competitive rates. Today, ING DIRECT has $23 billion in deposits, more than $37 billion in loans and around 1.4 million customers. The page has 4872 likes.(March 9th, 2013, GMT 16.15)

Facebook Time Tunnel Contents 2012 Dec. ING Bank Australia

Contents Relating to Advertisements, Announcements, Videos, and Campaigns, Services, and Products

1. Make a list, check it twice (and more tips to make your money go further this Christmas). http://bit.ly/INGxmasSavingTips.

2. Only a few hours to go! What are your reso­lutions for the new year?

3. We’ve just announced that we’ll be decreas­ing interest rates on ING DIRECT variable residential home loans by 0.25% per an­num, effective Monday 24 December. ING IRECT’s Mortgage Simplifier will be 5.72% per annum.

4. Are you Super savvy?

5. All sorted for gift buying, or are you a last- minute shopper?

6. Do you splash out, or save over the holidays? BBQ or Banquet?

7. Please look what Ing Direct do for ital­ian market:http://www.youtube.com/ watch?v=vB6cFsAgkbw

8. They stole the dream of many generation, why they do that?

9. Is terrible realy no soul, no respect.

Customer’s Questions, Answers, and Feedbacks

1. Thank you, but why is it it taking so long to pass on the rates cuts?

2. Hi. Is it possible to add my fiancee to my current everyday account so she can get a card and access it? Or would we have to open a new joint account together?

3. Hi, I just wanted to find out that whether your fixed rate for home loan will reduce sooner or not? Thank you.

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Hey! I was just looking up everyday accounts and came across your Orange Everyday ac­count... I want to know how ATM withdrawal fees work. Do we pay them first, then get reimbursed for them once I withdraw $200? I have a savings maximiser account and I was wondering how I can go about requesting a statement for a specific time period which I need for an application. It needs to be a standard bank statement so the export func­tion available isn’t going to help. Thanks! P.s. a 1300 or 1800 number would be great! I can’t call the 133 number without getting charged on either my landline or mobile.

Yay. The Reserve Bank have lowered inter­est rates by 25%. Come on ING. Pass on the WHOLE cut! (u sure raise it by the full amount when interest rates go up)

Come on ING Direct the RBA just cut rates by 0.25% it’s time to pass that cut on in FULL to your customers

Well Done guys, the big 4 need someone here to create some competition... I’m Glad I’m with ING - Leading the way once again... Thanks for passing on the full rate cut, love your work! Show the big 4 up ING!

Why three weeks to get a rate cut? Surely it doesn’t take that long to change a number on a computer? An increase is almost instan­taneous on our loans. I don’t understand. I am happy or the cut, but it seems like you are taking what you can for three weeks.

Bravo ING Direct on passing on the full rate cut! Thank you for leading the way!

Well done ING! The full 25 points. Corporate creed set aside!

Yay for passing on the rate cut!

ING Without a doubt best bank, but consid­ering you are purely Online based only, you would think your Android App would be semi usable. Huge let down in that department. Other than that, I am Happy.

Thanks for passing on the full interest rate cut ING - You guys Rock!

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Hi, New ING Direct customer here, signed up a few days ago and my accounts were activated this morning; just waiting for my debit card to arrive:) Just a suggestion,maybe you could point your improvements team to have a look at the mobile banking apps from ANZ and Commonwealth. I just switched from anz and the login process on their app is much easier, a once off registration of your mobile device... then just a 4 digit pin next time you log on- which saves time. ING’s current app is okay. But trying to find your client number to log on takes up time, Also aesthetically. if ING Directs new app looks like these or compared quality wise, everything would be perfect.http://www. gomoney.anz.com/http://www.commbank. com.au/mobile/commbank-kaching/what- is-kaching.html

After years of international travel, which unfortunately yet rather inevitably results in occasional fraudulent bank account activity while abroad, I haven’t had an Australian banking instituation to sort it out so con- sumately, quickly and quietly as ING! Thanks team for restoring some faith!

Best. Everyday. Account. Ever. V u ING Direct.

I had a really bad customer service experi­ence today & decided to close down all my accounts from ING (although started to a build my little savings for future home). No matter how good they offer to attract the potential clients. One of the customer service officers unable to explain & pro­vide the written form of the policy that she asked me for a simple enquire and they call it SECURITY purpose! Finally I would like to score them below 5 out of 10 & I quit. Thanks to social networking so that we can express our satisfaction.

Will you consider matching your interest rate in saving maximiser with what others are at, such as Rabo? Im a long time customer

but I partly moved towards rabo due to the better rates, every little cent counts!

21. I am really unhappy with the online bank­ing system. It constantly times out and I am having to log in multiple times in the space of a few minutes!

22. LOVE your customer service! Painless, friendly and efficient. TOPS!:D

23. Hey! Absolutely love you guys!! My one year old sons have accounts with Commonwealth and I’m already horribly dissatisfied. Do you have any accounts that are more directed to children? Or any benefits to a child joining? Also, can a child join?? If so, I’d really love to sign them up with you guys and make my life easier! Thanks, Amanda

24. I know not many people can say this but - I love my bank!

Surveys and Contests

1. Are you spent up already, or do you manage your pay-cycle budget with your savings?

2. Got any sneaky savings secrets?

3. How will you be spending Boxing Day?

Social (Responsibility) Activities

(None for this month)

Facebook Time Tunnel Contents 2013 Jan. ING Bank Australia

Contents Relating to Advertising, Announcements, Videos, and Campaigns, Services, and Products

1. Happy New Year, everyone! If you’re back in the office today like us, ease in to it, and spend your first 2013 working day well.

2. We’re happy to announce this week’s win­ners of our Year of the Saver prize draw. They have won $2013 by opening a Savings Maximiser. You could too! Find out more at ingdirect.com.au/2013. Promoter ING Bank (Australia) Limited. Authorised under NSW Permit No. LTPS/12/11332, Victorian Permit No. 12/3404, ACT TP12/05079, SA Licence No. T12/2636.

Customer’s Questions, Answers, and Feedbacks

1. ING you disappoint me! Your customer service if by far the worst I have ever had to deal with. You were absolutely no help at all when my account was drained overseas and with the ‘glitch’ that you admitted to has brought my account into overdraw. Your customer service people don’t seem to know how to perform simple tasks when asked a question. I can’t wait to close my account with you. It has been nothing but problems. I am now in debt over $150 out of my own pocket just in phone calls because not one of you can give me a straight answer!

Survey and Contests

1. Are you plugged-in to the news? Do you need to know what’s happening in the world 24/7? We’re wondering; where do you get your news from?

Social (Responsibility) Activities

(None for this month)

Facebook Time Tunnel Contents 2013 Feb. ING Bank Australia

Contents Relating to Advertisements, Announcements, Videos, and Campaigns, Services, and Products

1. 2013 is the Year of the Saver! To celebrate we are rewarding 10,000 of our existing Savings Maximiser customers. Terms and conditions apply.Visit http://ingdirect.com. au/saverrewards, check if you are eligible and tell us what you’re saving for.

2. Want cash back? Here’s how video!

Customer’s Customer’s Questions,

Answers, and Feedbacks

1. Hi, is it possible to have a secondary or­ange everyday visa debit card for my partner to use overseas?

2. Hi Alain, we have 2 cards on my account and my husband used his overseas. Just let ING know he’s travelling so they don’t think overseas transactions are suspicious/ potentially fraudulent!

3. Thanks Jo. do both cards have the same number and security digits on the back Jo?

4. ING DIRECT Australia: Hi Alain, is your partner an Australian resident? To open a new account with ING DIRECT you must be an Australian resident. If they meet these criteria they can certainly apply and have a card issued in their name. There are some fees associated with using the VISA Debit Card internationally, you can view the information on our website under ‘Everyday’ - ‘Where are the fees?’ Cheers, Tash

5. If not am I able to change my solo account to a joint account for a secondary card?

6. ING DIRECT Australia: Hi Alain, a single account will only be issued with one card for the account holder. If you wish to apply for a second joint account you certainly can and each account holder is issued with a card, but you must meet the criteria to open an account. Thanks, Tash

7. Hi, how long does it take to transfer Funds from Commonwealth to ING Direct orange everyday account?

8. Does ING offer any sort of savings accounts for children?

9. How do i stop all this annoying crap coming up on my page?

10. My husband and I recently took out our first home loan with ING Direct. As expected we were very excited to be joint home owners for the first time. When I arrived home there was a parcel waiting for him at the post office. I

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went and picked it up and left it for him to open. However I was extremely disappointed to discover the parcel my husband received was in fact a house warming pack from ING direct which had excluded me completely. I was not referred to in the whole welcome letter disgraceful ING to discriminate

against the joint home owner. I’m equally involved in this home loan, I share the debt & the home loan repayment responsibilities yet you send the welcome pack to only one of us - how can you justify that? I’m of­fended. I called the support line & nothing. The least you could do is apologize and send the other home owner their welcome pack. I’ll be waiting for mine in the mail. We are planning to refinance in a year and if I am not equally acknowledged we’ll be finding other lenders.

ING DIRECT Australia: Hi Michelle, we are sorry to hear that the experience of receiving your welcome pack has left you with a feeling of disappointment. As I am sure you are aware you have not been excluded on purpose. The pack itself is sent only with the intention of congratulations. Our apologises again. Cilla

ING DIRECT Australia: Hi Michelle, I have investigated your enquiry and have attempted to call you today. Are you able to confirm a good time to call back and have a chat over the phone? Looking forward to your reply. Regards Kayla.

Thanks Kayla, I much appreciated your call this afternoon. Thank you for your response to my concern. I’m glad to hear you are changing your procedures going forward & I thank you in advance for my house warming gift. Well done ING!

ING DIRECT Australia: Hi Michelle, I’m so happy to hear this has been resolved and you’re happy with the outcome. It was lovley speaking with you. Congratulations

again of your new home and hope you and your partner are enjoying all the little treats in your housewarming gift. Cheers, Kayla

15. Time to update your iphone app I think. Use the ANZ app as inspiration:)

16. I received this email today:

Hi Peter,

This is just a short note to say thanks for banking with ING DIRECT and being a loyal customer. We value your business and we want tothank you for banking with us. If there’s anything you need, or if you have some feedback you’d like to share, we always want to hear from you so call us anytime, 24/7 on 133 464.

Thanks again, Brett Morgan, Executive Director, Customers ING DIRECT. Feedback is always welcomed in my business (good or bad) and on this occassion I’m happy to say its all GOOD for your bank. I spruke ING everywhere. Banks rarely receive feedback of that nature. The only issue I have is attempting to forward my feedback, might I suggest an email requesting feedback with a reply email address. I tried the 133464 number but refuse to go through the whole prompt system, other than that congratulations on a job well done to date... Regards Peter

17. I wish the interest rates would go up my investments arnt growing very fast.

Surveys and Contests

1. How do you plan to spend your Valentine’s Day well?

2. Got a favourite to win? What’s your pick for the Best Picture?Oscars night!

3. How would you caption these pictures of Guy Sebastian? Caption one today and you could win a VIP Backstage Double Pass to one of his Get Along 2013 Tour concerts. More info on how to enter here:http://bit.ly/ GetAlongWithGuy

4. We’ve got over 200 tickets to Guy Sebastian’s next tour to give away, includ­ing VIP Backstage Double Passes. Enter to win:http://bit.ly/GetAlongWithGuy

5. Guy Sebastian fans, this is your last chance to win tickets to his upcoming tour. We’ve got over200tickets including VIP B ackstage Double Passes to give away. Don’t miss out. Enter before the competition closes:http:// bit.ly/GetAlongWithGuy!

Social (Responsibility) Activities

1. Do some good Australia - rain or shine! Today is clean up australia day! So get out­side and lend a hand!

ING Direct Canada on Facebook

ING DIRECT is Canada’s leading direct bank with over 1.8 million Clients and close to $40 billion in total assets. ING DIRECT has been operating in Canada since 1997, and paid more than $5 bil­lion in interest to clients. ING DIRECT is open for banking 24 hours a day, 7 days a week, at ingdirect.ca, on mobile devices at m.ingdirect.ca The mission is to help Canadians live better lives through changing the conversation about money. Welcome to Forward Banking. ING Bank Canada joined Facebook in 2009. 23.030 people liked the page (9th March, GMT 16.14).

Facebook Time Tunnel Contents 2012 Dec. ING Direct Canada

Contents Relating to Advertising, Announcements, Videos, and Campaigns, Services, and Products

1. Happy Holidays from everyone at ING DIRECT Canada!

2. Time to double the rewards! We’ve doubled our Refer A Friend Bonus to $50 and you have until December 31st 2012 to partici­pate. Refer friends with your Orange Key

and you are both rewarded with $50! Rules 2.

and restrictions here:http://www.ingdirect. ca/referafriend/To help you spread the word 3. we’ve created these handy Orange Key cards. Print them out, cut them and start referring all your friends.

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Customer’s Questions, Answers, and Feedbacks

(None for this month)

Surveys and Contests

(None for this month)

Social (Responsibility) Activities

1. The month of “Movember” is officially in 5.

the books. To do our part in helping change the face of men’s health, we assembled a team of ING DIRECT’s finest Mo Bros and 6. Mo Sistas to raise money and awareness 7. for prostate cancer and male mental health initiatives. Our team, The MOward Bankers, raised $6,500 for this worthy cause - which 8. ranked us #685 out of 23,664 teams in Canada. To learn more about our team and the Movember initiative, visit our official Movember page:http://ca.movember.com/ team/581653

Facebook Time Tunnel Contents 2013 Jan. ING Direct Canada

Contents Relating to Advertisements, 9.

Announcements, Videos, and Campaigns, Services, and Products

1. Millions of Canadians suffer from TFSA everyday... Get fast acting TFSA (Tax-Free Savings Account)relief now. Treat TFSA with great rates, no fees and no minimums. Get fast- acting TFSA relief now. http:// www.ingdirect.ca/en/landingpage/tfsarelief/ index.html

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Start 2013 on the right fiscal foot:http:// ow.ly/guvGO

Suffering from TFSA confusion? Here’s a great source from the Canada Revenue Agency to help clear the fog! http://ow.ly/ gxygB

Regardless of what side of the fence you sit on with the return of pro hockey, it’s nice to read that the players wanted to improve the structure of their pension. Now, it has become a defined benefit and players are also able to contribute some of their own money to improve their pension package. Yes, we’re talking about the 1%, but it’s nice to see that they’re planning for their futures, too.http:// ow.ly/gCovy

T.F.S... A? Have you given any thought to your Tax Free Saving Account? This year the contribution limit is $5,500 - sweet! Get fast-acting TFSA relief.

No minimums, no service charges. It’s tax­free and the rate is great. In just one dose you’ll be feeling better. http://ow.ly/gI9Fy Ideally, we prefer more economical modes of transportation (public transit, two feet and a heartbeat), but the ongoing discussion of whether it’s best fix-up, buy, or lease a new vehicle continues to challenge many drivers. Included in this article is the idea that ‘$4K in annual repairs is about the break-even point financially’.For those that drive, which side of the argument do you fall on? http://ow.ly/ gO2iK

The ability to send money via text is ap­parently headed to Britain by Spring 2014. Would you feel comfortable sending your money by sharing only a phone number? http://ow.ly/gQjK5

For some of us, an #RSP account can seem like a blur, @Moneyville has got 10 facts that can get you focused:http://ow.ly/h6sRv Confused & disoriented about the difference between an RSP and a TFSA? The Globe and Mail helps shed some light:http://ow.ly/ h6ro5

12. Spending problem? Blame it on your brain. The Financial Post has got some great tips on how your mind can work for you:http:// ow.ly/h6sTl

13. Think you’re too young for RSPs? Think again! The Globe and Mail has got pointers for every generation. http://ow.ly/h6sSy

14. Need relief from RSP Season? Moneyville’s got some quick pointers when it comes to your yearly contributions:http://ow.ly/ h6sUO

15. What better time to check on your financial health than a Thursday morning? http:// ow.ly/hijwl

16. Happy New Year Savers! May all your sav­ings goals be achieved in 2013!

17. “I will only spend money on what I need.” We’ve learned our lesson after the holidays!

18. It’s RSP season and which means it’s the perfect time to check your financial health. Hop on over to our RSP Check-up app and see how you’re doing: http://ow.ly/h41N0 How do you feel about saving during RSP season?

19. It’s RSP season again. Time to get out your tissues, aroma therapy candles, and RSP remedies. http://ow.ly/h4FqX

20. It’s cold, flu, and RSP season. Time to make sure your financial health is just as strong as your physical: http://ow.ly/h7PL9

21. Does size matter? If you’re feeling over­whelmed about how big your #RSP con­tribution should be Globe and Mail can help:http://ow.ly/h6qV0

22. Think you’re too young for RSPs? Think again! The Globe and Mail has got pointers for every generation. http://ow.ly/h6sSy

23. One of our Orange Ambassadors - Chris Vollick (aka @Canadian88 on Twitter) - has shared the ‘52 Week Money Challenge’ chart that has been making its rounds online, and has plegged to save north of $1,300 this year. Who’s going to join Chris? Have you set a savings goal for 2013? To read more about the challenge itself, read Chris’ blog post here: http://ow.ly/gRw0q

Customer’s Questions, Answers, and Feedbacks

(None for this month)

Surveys and Contests

1. Let’s talk about budgets! How much do you usually spend on a night out with friends?

2. Who has been the most influential person in helping you take care of your personal finances?

3. Let’s pretend your magic money tree grew a new $100 bill for the weekend. What fun would you plan to make the most of it? Spend it wisely...

4. We’re looking for some good reads this lazy Sunday. Who has a good book or article suggestion for us?

5. It’s TFSA season! Let’s start the week off with a little quiz. What year did the Government of Canada introduce the Tax Free Savings Account (TFSA) as a savings vehicle for Canadians?

6. Our TFSA quiz week continues! The NEW annual contribution limit for 2013 has in­creased to....

7. Happy Wednesday, let’s keep this #TFSA quiz week rolling. TRUE or FALSE: Having a TFSA has an impact on federal benefits and credits?

8. Need a cure to the mid-week blues? Maclean’s Magazine shared a list of ‘99 stupid things the government did with your money’.http:// www2.macleans.ca/2013/01/07/99-stupid- things-the-government-did-with-your- money-part-i/

9. Sunday mornings are best for which of the following? a) Brunch b) RSP planning c) Sleeping in

10. Interesting idea from the Financial Post today - would you rather pay down debt or make contributions to your RRSP? http:// business.financialpost.com/2013/01/16/ have-we-given-up-on-retirement-saving/

11. Following yesterday’s RSP question, how much do you plan on contributing to your RSP this year?

12. When someone mentions ‘money’, the first

thing that comes to mind is_______________ ?

13. We’d like to thank all of our Clients and fol­lowers for their feedback. While it was never our intention to make light of any health concerns related to mental illness, we have heard you loud and clear. We have decided to remove our RSP (Retirement Savings Plan)) commercial from TV. It may take a few days for it to come off air, but the process is in motion. Please accept our apologies if you were offended by our commercial.

14. We’re in the heart of RSP (Retirement Savings Plan) season, and we thought there is no better way to keep the momentum go­ing than to start an RSP quiz week. Besides saving for your retirement, one of the main advantages of contributing to an RSP is that it helps to reduce your taxable income for the year. Question 1: what is the deadline to contribute to your RSP for 2013?

15. RSP Quiz time! True or false. Can you bor­row money to contribute to your RSP?

16. Happiness is_______________.

17. True or False: Canadians who plan their finances are happier.http://ow.ly/he1c3

18. What’s the best retirement advice you’ve heard?

Social (Responsibility) Activities

(None for this month)

Facebook Time Tunnel Contents 2013 Feb. ING Direct Canada

Contents Relating to Advertising, Announcements, Videos, and Campaigns, Services, and Products

1. There’s just a month till the 2012 #RSP deadline! Are you a procrastinator? Money Sense Mag has some tips for you:http://ow.ly/ hiN1i

2. Are you in your 20s and trying to figure out how to start saving up for your RSP? Money Sense has some advice for you:http://ow.ly/ hiSoU

3. The past two days we’ve posted Retirement advice for people in their 20s and 30s. Don’t worry, we’ve got tips for those of you in your 40s too! Have a look.

4. This Valentine’s Day, I’m being a smart saver by.

5. With Valentine’s Day around the corner, here are 6 ways to save money! http://ow.ly/ hEVMU

6. If a relative gives me American money, do I deposit it in the same way as I would deposit an American cheque? By sending it to ING Direct via snail mail in Toronto? I don’t get USD very often, but it would be nice to know what I have to do to deposit it. Can I put it in one of the Exchange Network ABM’s?

7. The Psychology of Smart Savings via sav- ings.com

8. Thinking about applying for a mortgage soon? Here are some pointers from The Star that could help you clean up any errors on your credit score first. http://ow.ly/hRrgk

9. Don’t you think you deserve a vacation? Financial Post has got some great ideas to help you start saving up for a trip, plus they’ve got some tips on how to travel on a budget.http://ow.ly/hTjrY

10. Think you know everything about mortgag­es? Here are 5 things you most likely didn’t

know about the Canadian mortgage market via Rate Hub. Link to image:http://www. ratehub.ca/images/infographics/mortgage- market-statistics.jpg

11. Your future self wants to thank your present self for stashing away some of those hard- earned dollars

12. “The person who doesn’t know where his next dollar is coming from usually doesn’t know where his last dollar went.” Anonymous

13. In a few days we say goodbye to pennies! How do you feel about that? Hoard all the pennies!

14. Different generations have different needs 19. and priorities, we get that! So to help you

guys out, next week we’ll be posting some Money Sense articles that will help shed some light on how each age group can invest in their Retirement. Check in everyday at 20. 9am ET starting tomorrow!

15. Did you know that today is the day that our Canadian pennies are phased out?! So now 21. what? Check out Royal Canadian Mint’s website for some answers on what happens next.http://ow.ly/hj6Ek

16. For those of you in your 30s, we know things can be tough financially as you try

to balance family, debts, and savings. Need 22. a bit of help when it comes to retirement savings? Here’s some RSP advice for you from Money Sense: http://ow.ly/hiT3y

17. THRILLED & honoured to be teaching a series of by donation yoga classes at ING DIRECT Canada’s Orange Cafe in Toronto 23. all March long, in support of Power of Movement! (also excited to be volunteering

at the event March 3rd w/YogaFit Canada) http://www.powerofmovement.ca/

18. Hey Savers! The price of gas has gone up 24. yet again. Here are a few tips to help you

save in these kinds of circumstances:

a. Try to keep your car as light as possible

by removing excess weight. With less to pull, your car will use less fuel!

b. Consider commuting. You will be doing your wallet and the environment a big favor!

c. Keep your tires properly inflated. Believe it or not, this will make a big difference in your gas mileage!

d. Turn off your car if you are idling. It costs less fuel to restart your car than to keep it on when you’re not moving.

e. Drive at the speed limit! Constantly accelerating only wastes gas. Besides, a speeding ticket is much more expensive.

If you’re in your 50s and 60s, you’re most likely thinking pretty seriously about your retirement plans.Read this Money Sense article for some insight on how to use your RSPs to reach your goals: http://ow.ly/hiVcy Ever wish you could deposit a cheque just by snapping a picture of it? Well, it’s on the way. http://ow.ly/hC87i

Do you know the top 10 financial mistakes made by Generation Y, according to the Financial Post? Take a look at this article which also gives some great tips on how to avoid these mistakes in the future! http:// ow.ly/hQVgP

Get Rich Slowly shares 10 tips on how to make extra cash. Turning a hobby into a business sounds good to us! Some of these you can do while having a full-time job as well! Can you think of more ways that aren’t mentioned?http://ow.ly/hvQ10

On March 1st, don’t forget to RSP. Everybody’s (hopefully) doing it. If you want to join the cool kids, RSP here: http:// www.ingdirect.ca/en/save-invest/rsps/index. html

Here’s a fun little infographic from mint.ca on the History of the Penny. Since it was re­moved from circulation just over a week ago, we’re wondering - do you miss the Penny? http://www.mint.ca/store/mint/learn/ infographic-history-of-the-penny-7200012

Customer’s Questions, Answers, and Feedbacks

1. Does ING do RESP’s? I need to move the one for my toddler, and since I’m moving all other accounts to ING, I’d like to bring the RESP over too.

2. Do you have locations with tellers? or just sign up locations?

3. So did the Capital One buyout only impact ING Direct in the USA?

4. Hello, how do I delete my account with ING and remove my details from your system? Please let me know what is the procedure for that. Thanks!

5. From a recent mail I got from you, under the “stuff your lawyers make you say” (cute), I saw that you’ve been acquired by The Bank of Nova Scotia. Can you please let me know what changes will happen and how it will affect your customers? Thank you.

6. I am wondering what the fees are to trans­fer RSPs from ING to another institution... (don’t panic!! i am not saying i will do it, but curious to know anyway)

7. ING DIRECT Canada: Hi Kyle and Dogger, While we know that credit cards are a hot topic, we don’t have an update as to when an ING DIRECT credit card will be offered. Keep your eyes open for updates here and on our website!

8. ING used to have the best USD exchange rates, now it is not!

9. How long until our 2012 RRSP and TFSA receipts are available online?

10. ING DIRECT Canada: Hi Rae, 2012 RSP Receipts were mailed out starting the week of January 9, 2013 and e-Receipts were made available at the same time. Receipts are not issued for your TFSA as that account is just that - tax-free! No need to claim interest earned on Tax-Free accounts. Be sure to check your tax receipt preferences online to see if you’re set for “Electronic” e-Receipts. If you are and don’t see your RSP receipts, call us at 1-888-464-3232. We’re here 24/7 Dear ING, please come back to America. It was a poor choice to sell out to Capital One, but I know your fans will easily forgive you. Just come back and we will come back as loyal customers.

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C’est la fin de ING pour ma famille. Le fait que ING ne permette pas les paiement de factures a la SAAQ vient de nous couter un beau $35.00 de frais de cheque sans fond. Erreur d’institution.

In your ads, you shouldn’t make fun of people with illnesses and diseases.

I was offended to see the ING ad pop on my screen today while surfing I thought they had pulled the ad or was that just pulled from CTV.

After outcry, you pulled your TV ads but I see your pop up ads on websites continue with the same mocking tone. Are you just not getting it? Forward banking??? How about forward THINKING??? The shame continues...ridiculous.

Please, please, PLEASE roll this out for all clients quickly. This would instantly become the single most convenient feature of my chequing account. No more trudging to the ATM in -20 just to make a deposit. Seriously, please make this available for all of us very, very soon.

David Green How secure is this with pro­grams like photoshop etc???

ING DIRECT Canada: Great comments, keep them coming. It’s good to keep in mind this feature is still a pilot-project and we’re testing it out to see what works. While our goal is to go paperless, for now, we still require the original cheque be mailed or dropped off to us. There isn’t actual legis­lation in place just yet for features like this and until that happens, we’re unable to be rid of the paper portion.

19. Buying with credit online and paying $25 for delivery.

20. Forgetting the chocolate and gifts and going to dinner at a restaurant; instead going to a local “wild game night” dinner with venison and other game for the low price of $15pp.

21. Me and my significant other wait until the 15th or 16th to buy each other chocolate. It al­ways gets marked way down after Valentine’s Day has passed by. Still the same chocolate, and the day isn’t significant to us.

22. Credit cards? How much longer do we have to wait!

23. I asked the same question a few weeks ago 32. and did not get a direct answer. Perhaps now 33. that they are part of BNS those plans are

being scrapped. 34.

24. But you wouldthinkthe opposite. they should 35.

offer a mastercard or visa at 9.99%

25. What happened the Apple Gift Cards for switching our payroll to ING? It was prom­ised to be sent 30 days after - my payroll was transfered in October 2012. We’re going on 100+ days late...

26. My roommate switched payroll on jan3 and got his a week ago.

27. February 26, 2013 and still nothing.

28. Yours - 0.988, interchangefinancial - 0.998!

29. You’re complaining about 0.010%? Dont get 36.

me wrong I’d want my money as well but

when you look at how “off” Ing directs TFSA compared to other online banks measuring in full percentages is, you’d have more of a shoebox to stand on.

30. I joined ths banking 1 thing thy dont tell ya you will not get ur pin number untill u have urselves idea notorized whch comes out of ur pockets.first u join then send a cheque they deposit in ur account u have set up on

line.u awit for ur banking 37.

31. ING DIRECT Canada: Hi Vwd Garcia, While we aim to make your banking expe­rience as easy as possible, sometimes we require extra identification. Normally, by

cashing your cheque and doing a soft credit check, we have everything we need to get you started. In some cases, there isn’t enough credit history, and we ask for your help. This is where the form and your ID come in. Once verified, you have full access to your account and you’ll have your new bank card before you know it! If you’d like some help completing the form, call 1-888-464-3232 anytime! If you live close to a Cafe, we can even help ID you instead. Check here for a location near you: http://www.ingdirect.ca/ en/aboutus/contactus/index.html No family day HERE!

Cool! Actually felt good after reading this yay Canada

Some good news here.

This graph is only true if your house already is n great shape. If I am buying a home and I will need to remodel it after I buy, I will take 5 - 15% off what the house would be worth after remodeling (depending how much work i will have to put in). If the seller did a really good job with remodeling I and I don’t want to do the work myself of course I would pay a premium because remodeling can be a huge headache and i just saved on a headache!

Well I must say this is a heated topic. No wonder, the banks have been telling us for years to invest in rrsp But if you go into a bank and ask a teller to explain how it works, most can’t. It has never been in the banks interest to teach people how their money works. They make money from people who trust them. If you have your investments with a bank you are not richer than you think. It is time people woke up and realized there is a better way. Ask me.

If there were a branch here I would. I have an autoimmune disorder and would like to see an answer more than your immune system attacked you but we don’t know why. Good luck!!

38. ING DIRECT Canada: Thanks for your support, Debra! There are teams all over Canada not just in the Cafe cities. You can still participate at a location closer to you. Here’s a list of locations:http://powerof- movement.ca/Register.aspx. Bring friends and start your own team!

39. I heard from the news, once you retire/with- draw your money, your tax will be 70% in total. My goodness. RSP is good for now, but they will bite you at the end.

40. Unhappy cat is unhappy about the low 1.35% savings account rate.

41. Sometimes People don’t like when savings account fee is $5 plus and the bank pays interests less than 2%.

42. ING DIRECT Canada: Prosperity Good thing we don’t charge fees on our Savings Account

43. Unhappy that you could at least match Canadian Tire Financial at 1.5%!

44. Here’s one 20 year old planning for retirement.

45. Paid off my credit cards with my tax refund. Now my payments that I would have made to them are going to my savings account!

46. Paying myself first and not buying junk I don’t need!

Survey and Contests

1. RSP Quiz time! To regulate your RSP con­tribution, there is a limit to how much you can contribute. What is that limit?

2. How are you finding ways to save this week?

Social (Responsibility) Activities

1. Happy Valentine’s Day! Let’s all join together and share some love for the Penny.

2. It’s time to start hating debt again.

3. http://www.youtube.com/watch?v=XMo1d RiezaA&feature=youtu.be

4. Happy Family Day! For those that are en­joying a long weekend today, how are you making the most of your Monday?

5. If you’re thinking about starting a family, or have a baby on the way, Money Sense has an article that can help you prepare financially for that little bundle of joy. http://ow.ly/ hVaHp

6. Admit it - there are many who eat out regu­larly and this winds up costing more than if you prepared our own meals. Luckily, US News has an article that can help us save some money when we dine out. http://ow.ly/ hVlUX

7. “The question isn’t at what age I want to retire, it’s at what income.” - George Foreman

8. Now’s the time to contribute to your RSP as the deadline is literally just around the corner (*cough* tomorrow *cough*). Don’t be late!

9. Your future self thanks you for saving your green, to get you on the green.

ING Direct India (VysyaBank) on Facebook

ING Vysya Bank Ltd is a premier private sector bank with retail, private and wholesale banking platforms that serve over two million customers. With 80 years of history in India and leveraging ING’s global financial expertise, the bank of­fers a broad range of innovative and established products and services, across its 526 branches. ING Vysya Bank was ranked among top 5 Most Trusted Brands among private sector banks in India in the Economic Times Brand Equity - Neilsen Survey 2011.

The ING bank was incorporated at Banglore city of India in 1930 and has been a Facebook accountant since 2012. People liking the page: 7.031 (9th March 2013GMT:16.16)

Facebook Time Tunnel Contents 2012 Dec. ING (Vysabank) India

Contents Relating to Advertisements, Announcements, Videos, and Campaigns, Services, and Products

1. First day, first shows burning a hole in your pocket? Not anymore! Get great discounts while you book your movie tickets online with ING edeals. Visit www.ingvysyabank. com/edeals We would love to hear your take on the movies you watch. Post them here.

2. Only time when 12+12+12 = 62 is right! Wishing Super star Rajinikanth a happy 62nd birthday!

3. May this Christmas bring you all the love and luck in the World. Merry Christmas!

4. Wishing you a Happy New Year! 2013!

5. Dr Priya Sequeira from Mumbai is all set to go places; Europe to be precise!3 more tickets up for grabs. Would you want to be next? Drop in @ www.ingvysyabank.com/ europe

6. ING Swipe and Win a Trip to Europe. Our third winner is Jeebak Dasgupta. Jeebak has won a ‘Trip to Europe’ for the fortnight 16th - 30th Nov. There are 2 more ‘Trips to Europe’ up for grabs. Visit www.ingvysya- bank.com/europe to know more. Winners of the Gift Vouchers will be informed separately by mail.

Customer’s Questions, Answers, and Feedbacks

(None for this month)

Surveys and Contests

1. “In our endeavor to learn from you - innovate

and improve our services, we request you to spare a few minutes and participate in ING’s Annual ‘Money and your child’ survey by clicking the link below” www.surveymon- key.com/s/MoneyAndYourChildSurvey

2. Do you budget for your festive spending?

3. Share your New Year resolution with us. Come back after a week and tell us how it is going.

4. All of us know the best combination to un­leash on the field. Give us your pick from India’s finest. The 1st correct answer will win a special gift. Send your entries before 7am, December 5. Calling all the Super-Selectors!

Social (Responsibility) Activities

1. Christmas is around the corner and Santa is making his list. Was your child Naughty or Nice? Share photos of your child, tell us how they’ve been nice and if Santa is impressed, he might just come over with a gift The nicest kids watch out, Santa is gonna come home with a gift. Remember due to Santa’s busy schedule, he’ll only visit a selected few.

2. NAUGHTY or NICE? (159 pics) Here is a glimpse at all the kids who are NAUGHTY or NICE! Think your kid fits in here ? Upload HIS or HER photo on the page!

3. It’s time to deliver the presents! Santa is already preparing his list of the nicest kids to visit on Christmas. So hurry, send in your entries latest by 2 PM tomorrow (19th Dec). Remember, Santa has a long list and would only be visiting a selected few.

4. S anta visited some very nice kids this Sunday.

Facebook Time Tunnel Contents 2013 Jan. ING (Vysabank) India

Contents Relating to Advertisements, Announcements, Videos, and Campaigns, Services, and Products

1. Great Savings while you shop online with ING e-deals. Find out more @ http://bit. ly/11DK1tJ Maximum shopping, Maximum savings.

2. Traveling this weekend? Check out exclusive travel deals at ING e-deals. Find out more: http://bit.ly/11DK1tJ Exotic holidays, excit­ing Discounts. Get great Discounts on Travel. Book online with ING edeals.

3. Non-CTS cheques will not be valid after 31st March, so order your CTS cheque now! More info: http://bit.ly/YFJ3gd

4. Wishing everyone happiness and prosperity on the occasion of Milad un Nabi.

5. Let’s pledge to take our country to new heights! Happy Republic day!

6. ING Swipe and Win a Trip to Europe. Our Fourth winner is Akshay Wagh. Akshay has won a ‘Trip to Europe’ for the fortnight 1st - 15th Dec.

7. Get exciting offers on Shoes & Clothing. Read more: http://bit.ly/11DK1tJ Jabong. com. Get 20% off. Offer valid till 31 th March 2013.

8. We have the final winner for the “Swipe and Win” Contest. Congratulations Rajesh Rathi ! Find all winners @ http://bit.ly/XHbe7E

Customer’s Questions, Answers, and Feedbacks

1. ING Vysya Bank: Dear Aesha Gupta Kapoor, as per your discussion with Ms Simrat from our Delhi Team, we are process­ing your request for the Foreclosure and the List of Documents. A copy of the same will be couriered as well.

2. ING Vysya Bank: Hello Ankit, We are quite sorry to hear about your disappointment. Our Team would be getting in touch with you soon.

3. I have a similar fate.. I have been following up for a month to get the Foreclosure letter and each time I get a response that it will be provided in 15 days. Can you please let me know who to escalate and how to take it forward.

4. how to purchage rail tickets through net banking ? (irctc.co.in > net banking option)

5. ING Vysya Bank: Hello, We are already working on this and ING Vysya bank would be listed in IRCTC shortly. We will keep you updated.

6. Wat will u do ??? By giving adds on media u spend so much.. But u have free space for display board.. Its been wasted....

7. ING Vysya Bank: Hello Prabhjot, Thanks for brining this to our notice. We will surely look into this.

8. ING Vysya Bank: Hello Vamshi, This is the Debit Card Annual Maintenance Fee that is levied on the 14th day from Account Activation for ING Orange Savings Accounts.

9. ING Vysya Bank: Hello Rajkumar, Apologies for the inconvenience. please PM us your contact number and also the branch with which you have your OD account.

10. ING Vysya Bank: Hello Santhi, We are already working on this and ING Vysya bank would be listed in IRCTC shortly. We will keep you updated and thank you for choosing ING Vysy

11. ING Vysya Bank Hello Ankit, Hope the issue is resolved and you have received the courier.

12. Is there a cut in Floating interest rate because of the recent RBI announcement?

13. ING Vysya Bank: Hello Dharmik, please find the winners list at the following url: http://bit.ly/XHbe7E

14. I have account at Ahmedabad and now I am in London. I was able login to my account but now it is not working and I have written them a letter but nobody is worried I think. Please help.

15. Yes, this is right way to expose them, how they serve the customer. Good idea.

16. ING Vysya Bank: Hello Ajit Parekh, please use the message option available in the page to send us your contact number.

17. ING Vysya Bank: Apologies for the incon­venience. Please PM your contact number.

18. ING Vysya Bank: Hello CA Yogeshwar Bajaj, Could you please confirm the receipt?

19. ING Vysya Bank: Hello Matlapudi Seshu Prabhakar, we are sorry for the inconve­nience. Please PM your contact number.

20. I want a credit card... pls. guide me

21. Good bank.

22. Phew...got my offer letter after a long long

time... today I can say m employed....thank u each and everyone for ur support and special thanx to ING Vysya Bank...................................................

23. Nice Bank with encouraging features....

Friendly staff.......... quick service..lot many

attractive features.

24. I feel very Good Performance........

25. I found it is very easy & Comfortable to work with ING Vysya Bank Net Banking. They are faster to send the report/stmnt as compare to other bank. There customer care executive are also good to resolve the problem instantly. In a single line i can say Jiyo easy.(Good Banking System)

26. I am also acustomer of ing its true.................

27. ING bank very good to anther bank.

28. I am salary account holder, staff in this bank are very friendly & helpful.

29. Worst Bank.. frustrating experience.. have no work ethics... make customer suffer till death. Home loan division is pathetic. In today’s world I am paying 14% as ROI and the bank ensures that I cannot foreclose my account.

30. (Ankit Lakhera) Why complaints are getting closed even that are not addressed by ING redressalfgrievances?? and No response on the query after that??????????? Now I have no choice left but to go to RBI and file a complaint against ING.

31. And the frustration continues! Finally after so much of escalations and follow ups I got the documents which I believe are the sim­plest kind of documents for a International standard Bank can provide! Those are merely List of documents and the Foreclosure let­ter! Now inspite of the delay from the bank, ING has charged me with the late fees and the broken period interest! what is that? The bank delays on such small things and is charging customers for that! Such things is certainly not acceptable.. I suggest the customers of the bank to make a note of the sufferings which the bank offers to their loyal customers! BIG DISAPPOINTMENT !- I have decided not to have any kind of as­sociation with the bank even I am making a loss!

32. Horrible service with no care attitude for its customers.

33. Absolutely ridiculous customer satisfac- tion...it jst seems they want customers but dnt care about after services.

34. I think the Bank would surely take an action on this & close it your satisfaction and avoid any social media viral image & rbi ombuds­men action.

35. I think u should refer this mattter to Bnaking

Ombuds man.......... u will get the information

abt that from RBI site.

36. First go to ING ombudsman if they are of no help approach RBI ombudsman.

37. Very B ad experience with ING Vysya bank... certainly not acceptable.

38. That’s truly disappointing! They’re going to lose huge amount of customer base if this kind of service continues.

39. Hi Aesha. Hard to see one more bearer of the same pain. Well in addition to the social networking site I have escalated to Ing om­budsman. But I must tell you that the bank will charge you for the delays from their side and you will get this response.’This is a system generated report and we cannot do anything’ so be ready for the same however I will not let it go like this after all this is about the hard money that we earn.

40. Guys be careful in opening ING -ORANGE account. ING welcomes you by debiting 225 Rs.

41. My account is 745044032948.I have OD ac­count and i was charged O D renew charges some 11000+ and when i issued a cheque of Rs. 1,53,189 it bounced, on 11 aug 2012 and when i asked the bank about this, i got a reply that my O.D account is not renewed. When i told its already renewed and the ac­count has been debited too, I was asked to contact to consult Mr Krishna Kishore. He said sorry and promised to pay me by cash the chq. returned charges. Later on i went to the bank, new manager promised me that the money will be returned to you if the account was not renewed. Kindly do the needful. I had other very serious problems too and that was a police case but as the bank employees are good, i did not inform to the police.

42. I am new customer to the bank and when i tried to use the Internet banking platform for booking my train ticket through IRCTC, ING was not there. It has almost all the Banks where there in IRCTC except ING VYSYA. what is the use of ING Online Bnaking then even if we cannot use it for a smal transaction like booking a train Ticket.

43. Worst ever experience with the bank services. Even after charging highest interest rates the services that the bank provide is pathetic. Its hard to say but INGVYSYA is not upto the mark to meet at least the basic standards.

44. Extremely regret to write that in spite of all good about the bank the bank have not able to deliver my ATM card in 9 months. My account was debited in April 2012 and cou­riered the card to my residence address and since we were travelling the card went back to the bank and after that i have requested to send it again and till now i yet to receive the card. pathetic people in call center, no responsibility on anybody to address the issue. Thanks to the system and procedures bank follow to run the operation where a customer grievances not addressed for such a long time. In case it reaches to ING my account no. is 550010002377. Thanks and best regards.

45. How r u Vinay. Tired of their call center no response and hence posted this. The bank is having relationship of 15 years and i m astonished by the service standard. You know in their TV commercial they r showing a man running behind the customer to hand over ATM card before expiry and here its just opposite i m running behind them to get my card. The spending on tv commercial is not justified by the service standard.

46. I am Good. Thanks! Good one. their tiger is sitting since inception-lazy (logo).Hahaha.

47. I agree with CA Yogeshwar Bajaj. I had similar experience since 2007 and gave up. I’ve few accounts in the bank but did not had Internet Login (Mi-B@nk). When asked at the branch, I was asked to contact call center for the password to be mailed to me. I contacted the call center and the lady verified my details and told me that the login id and password would be mailed. I contacted the call center again only to be given the EMS speedpost number. However, it never came. Now, I want close my accounts and open a new one since past few months but nothing moved. Their accounts dept come with bizzaire questions while opening a new account even for an existing customer. Still trying the worst bank to bank with in India! bunch of thugs and thieves looting the regular customer! I have closed by accounts with you’ll and will encourage everyone to do so! CHOR CHOR.

48. I am really feeling very bad while writing this post on facebook about my very bad and awkward experience with ing vysya indore branch and team - Abhishek kukreti - BM. He is very unprofessional guy and not respond to customer. at the time of account opening he committed a lot and now the condition is he is not picking phone. He has made the branch local kirana shop. He is not commit­ted for the word vikas jain - 93003887911.

49. Robert Varda. SONIA GANDHI daughter Prinanka’s Gandhi husband he is the most corrupted man in India he has became one ofthe most richest man and business icon of India.he has earned millions and billions of dollars in very short period.RAHUL GANDHI...he has been arrested by US police once.Because he was carrying suitcase full of $ 2million dollars with his girl friend who is a daughter of Columbian drug dealer.Police and media is not doing any thing against them because they have got power, they will kill people who will say any word against them and they have already done this before.

50. This is what I received from ING Vysya: Dear Customer This is in response to your mail/letter dated: 16-12-2012 with regard to updation of Mobile no and refund of policy amount posted in Blog. In reply we inform as under: As per the request your Mobile no is already updated in the account. The reversal of your policy amount will be credited into your SB a/c with in friday as confirmed to you by our concerned officer from the branch dated 08/01/2012. Hence treating your com­plaint as resolved and closed. MY ANSWER: Dear ####, From what you mention in your email, it appears that the matter is closed. You fail to mention in your email that it took me 2 visits to the bank branch and even then the cell no. never got updated. Then I had to raise the issue with the customer care and thereafter the no. was updated. What was done to ensure that it does not repeat in future? You just mention that the no. has been updated. Was it updated in time? Was it update in a manner that should have been? Also, my policy has been freelooked and I have received money in my account today. However ~200 Rs have been deducted from the 25000 Rs. Why were these deducted? Its not a matter of 200 Rs. But, first I am fradulently sold a policy by Aparna Kumar. And then I have to wait, visit the branch 3 times and then get money deducted and for what? My question is if it should have been freelooked or some other action had to be taken?'Was there any action taken against Aparna Kumar? Does the bank authorities know of this case? Or was it reported to be a case of simple freelook? Please note that I need an answer to my queries within 72 hours. I will then lodge a complaint with IRDA and Banking Ombudusman. Also, I am posting this conversation on the ING FB page so that others can read it and be cautioned. Abhiram Mishra.

Survey and Contests

1. Have you set a Financial Resolution for 2013?

Social (Responsibility) Activities

(None for this month)

Facebook Time Tunnel Contents 2013 Feb. ING (Vysyabank) India

Contents Relating to Advertisements, Announcements, Videos, and Campaigns, Services, and Products

1. Zovi.com: Get Flat 15% discount on all products with ING Net Banking. More info: http://bit.ly/11DK1tJ Flat %15 discount on Zovi.com. Offer valid till 30 th June 2013.

2. Get 10% off next time you book bus tickets online with redBus. More about this deal @ http://bit.ly/XHbe7E

3. Valentines Day Exclusive: Get flat 18% off on flowers only at Ferns N Petals with ING Debit Card and ING Net B anking. More info: http://bit.ly/11DK1tJ

4. Valentines Day Exclusive: Shop from Jewelskart.com and get Rs 500 off*. More info: http://bit.ly/11DK1tJ

5. ING eDeals: Get 20% off on shoes, acces­sories and much more only at Bestylish.com. More info: http://bit.ly/11DK1tJ

6. ING edeals: Get 6% off on over 10 mil­lion products at eBay India with ING Net- banking, Debit and Credit Cards. More info: http://bit.ly/11DK1tJ

7. ING edeals: Get 15% off on exciting range of apparel, accessories and footwear at ink- fruit.com with ING debit cards and ING Net banking. More info: http://bit.ly/11DK1tJ

8. ING edeals: Get Rs. 200 to Rs. 500 off across categories on Tradus.com with ING Debit Card and ING Net Banking. More info: http://bit.ly/11DK1tJ

9. ING edeals: Get Get 8% off on mobiles, lap­tops and much more at shopping.indiatimes. com with ING Net Banking and ING Debit cards. More info: http://bit.ly/11DK1tJ

10. ING edeals: Get up to Rs 5000 off on inter­national and domestic air tickets and up to 10% off on Hotel at VIA.com with ING Net Banking. More info: http://bit.ly/11DK1tJ

11. Wishing everyone a Happy rose day! Buy flowers from Ferns N Petals and get flat 18% off. More info: http://bit.ly/11DK1tJ

12. Today is Propose Day: Gift your loved one jewellery from Jewelskart and get Rs 500 off* with ING Net banking and Debit card. More info: http://bit.ly/11DK1tJ

13. Valentines Day Special ING edeal: Get up to 50% off on photo books, photo mugs and calendars at Zoomin.com with ING Debit cards. More info: http://bit.ly/11DK1tJ

14. With ING FD+ get the best rates and enjoy freedom to withdraw your money when you need it with No Penalty!. Find out more: http://bit.ly/WDNrtF Earn higest interest on your savings! 9.25% no penalties!

15. ING edeals: Get 6% cash back on your re­charge at mobikwik.com. Offer valid for ING Net-B anking and ING Debit Card customers only. More info: http://bit.ly/11DK1tJ

16. This Valentines Day, let your gifts speak. Shop Online with ING eDeals and enjoy special deals & discounts. More info: http:// bit.ly/11DK1tJ

17. With ING FD+ earn higher interest rates on your savings and enjoy freedom to with­draw your money when you need it with No Penalty!. Find out more: http://bit.ly/ WDNrtF

18. No Pre-payment penalties with ING FD+. Now withdraw your fixed deposit anytime without any penalties. Find out more: http:// bit.ly/WDNrtF

19. ING e-deals: redBus - 10% off. http://bit.ly/ XHbe7E. Get 10% off next time you book bus tickets online with redBus.

20. Indiatimes Shopping @ ING edeals: Get 8% off on mobiles, laptops and much more with ING Net Banking and ING Debit cards. More info: http://bit.ly/11DK1tJ

21. Now get up to 9.25% on your FD with ING. Find out more: http://bit.ly/WDNrtF

22. ING e-Deals: Get Rs. 200 off on minimum purchase of Rs. 1000 @ Hoopos.com with ING Debit Card and Net-banking. More info: http://bit.ly/11DK1tJ

23. Get more from your savings with ING FD+. Try the Calculator to find out. More info: http://bit.ly/WDNrtF

24. ING eDeals for your KID: Get Rs. 100 off on minimum billing of Rs. 500 at SkoolShop. com. More info: http://bit.ly/11DK1tJ Let everyday be Children’s Day! SkoolShop. com

25. ING eDeals: Get 5% discount on your bookings for a minimum transaction value of Rs. 1000 at Savaari.com. Offer applicable for ING Net Banking customers only. More info: http://bit.ly/11DK1tJ SAVAARI car Rentals.

26. ING FD+: Enjoy zero pre-closure charges with ING FD+. Now withdraw your fixed deposit anytime without any penalties. More info: http://bit.ly/WDNrtF. Withdraw your Money when you need it with no penalty.

27. Introducing ING Dining Deals: Get up to 25% discount when you eat out and pay using ING Debit Card. Know more: http:// bit.ly/WkTUff.

28. ING Dining Deals: Save more when u dine in Bangalore using ING Debit card. Know more: http://bit.ly/WkTUff

29. Non-CTS cheques will not be valid after 31 st March, so order your CTS cheque now!. More info: http://bit.ly/YFJ3gd The OLD has to make way for the NEW!

30. The Best thing to hold onto in life is Each other. Happy Valentines Day! Check out the exclusive Valentines Day Offers: http://bit. ly/XDu17V

31. Wishing everyone a Happy rose day! Buy flowers from Ferns N Petals and get flat 18% off. More info: http://bit.ly/11DK1tJ

32. VIDEO: The Oscar for best chase sequence

goes to.................. The chaser becomes the chased.

A fantastic chase sequence on foot with a twist in the tale in the end. - ING Vysya Bank. Quick replacement of lost Debit Card

Customer’s Questions, Answers, and Feedbacks

1. ING Vysya offered a forex rate of INR 54.01 on Jan 03, 2013. The IBR rate on the day is INR 54.34. The executive promised 5 paisa less than IBR rate. With rate of INR 54.29 (5 paisa less), the total amount of money will be INR 81,43,500 while it is just INR 81,00,960. A total loss of around INR 43k. Is this right? Please comment.

2. With regard your bad experience, you can drag them to consumer court!

3. Citibank did the same. The difference was Rs 1.65/Euro

4. This is for the current account. It’s for an amount $150k. Their executive already promised 5 paisa less than the IBR rate. So guess this is not right.

5. They gave 50 paisa less. So we loss 43k INR.

6. If 5paisa less then for 150k dollars se u will be losing 7.5k Indian rupees!

7. Damn this bank. Somebody needs to do the dirty job of dragging them to consumer forum.

8. Surely bhaiya...this is not right...you should write back to them first... and plan for the next step after their revert...because once you get the clarifications/justifications from their end, you can then base your case on that as well as on the email confirmation sent by them earlier...

9. Yes Shilpa. They have agreed to revert the money. There are couples of other com­plaints for which I have written to them. Also engaged www.akosha.com to give it more formal process.

10. ing.no.1

11. (Victor Samson) A VERY VERY FRIENDLY AND FEEL FREE BANK FOR A COMMON MAN.

12. (Ankit Lakhera) Worst ever experience with the bank services..Even after charging highest interest rates the services that the bank provide is pathetic. Its hard to say but INGVYSYA is not upto the mark to meet at least the basic standards.

13. ING Vysya Bank: Hello Ankit, we are re­ally sorry for the experience you had. Please private message your mobile number and the brief of your problem. ((ING Vysya Bank) Hello Ankit, Hope the issue is resolved and you have received the courier.

14. (Santhi Krishna) i am new customer to the bank and when i tried to use the Internet banking platform for booking my train ticket through IRCTC, ING was not there. It has almost all the Banks where there in IRCTC except ING VYSYA. what is the use of ING Online Bnaking then even if we cannot use it for a smal transaction like booking a train Ticket.

15. ING Vysya Bank: Hello Santhi, We are already working on this and ING Vysya bank would be listed in IRCTC shortly. We will keep you updated and thank you for choosing ING Vysya.

Survey and Contests

1. What do you think was the most striking announcement of Budget 2013?

Social (Responsibility) Activities

(None for this month)

ING Bank TOrkiye on Facebook

Ing Bank Turkiye was established in 2008. ING is one of the leading financial service institutions that provides people in the fields of banking business, assurance, assesment and loyality managementand expanded services and products in individual and institutional areas for almost five years in Turkiye. It has been expanded from Asia to America, Europe to Australia, having 85 million customers with 125.000 officers over 50 countries. ING Bank, originated from Holland, is awarded on the 81 st grade among Interbrand’s the best 100 brands of 2007. ING Bank is successfully placed on the 7th grade among the biggest 500 company list of Fortune Global. ING Bank Turkiye has joined the Facebook in 2009 and 98.328 people liked this (9th March 2013 GMT 16.16).

Facebook Time Tunnel Contents 2012 Dec. ING Bank Turkiye

Contents Relating to Advertisements, Announcements, Videos, and Campaigns, Services, and Products

1. Big support to minors! Savings seminars! We cordially thank our “volunteer person­nel” who gave “Savings Seminars” at schools within our Project.

2. “Access notifications on time” and click “Show it” buttons and chase after ING Bank campaigns and occasions for you!

Customer’s Questions, Answers, and Feedbacks

1. I was also one of the vounteers, it was a real experience and a matter of pride.

2. First you sent a platinum card then cancelled it; then I investigated you asked for name and surname with the promise of calling back but its all silence! When will you be calling back me, I really wonder!

3. Aha ah...very good picture!

Survey and Contests

1. Secondhand selling and buying are highly favourable in smart phones and motor cars. Have you ever tried this kind of business when your budget is insufficient?

Social (Responsibility) Activities

1. General Manager of ING Turkiye Pinar Abay has been awarded as “The best woman lead­er” by Bosphorus University, Engineering Club.(6 photos)

2. We wish you an endless happiness and many realizations of your dreams in the new year!

Facebook Time Tunnel Contents 2013 Jan. ING Bank Turkiye

Contents Relating to Advertisements, Announcements, Videos, and Campaigns, Services, and Products

1. Credit for land (within 2/B project) property for %0,94 interest! Submission to http://bit. ly/WeckYf-

2. Access your bank via online banking (mobile or ipad) and get your e reader from reeder. com.tr % 35 less. Last day January the 31th. For details; http://bit.ly/UmfHfK

3. All your expectations is here! Open a savings account with provision and get the advantage of tax reduce! For details and submission: http://bit.ly/UDbaYh

4. This offer is a real occasion! Access your bank via online banking, mobile or ipad till Feb.15 th, and try your chance for packing up for London, Arsenal- Manchester United home match! http://bit.ly/VIgGdM

5. Everybody Save!! No expiry date! In order to start saving with % 8 welcome interest; http://bit.ly/VMwlsE

6. Pay Tax on Motor Vehicles with your Bonus Card in 6 installments!! Grab the opportu­nity! Deadline; January 31th!! click for the details ;http://bit.ly/UUli2K

7. ING Bank purpose loan for 10,000 YTL, without cost, special to §ehrikeyif’, for submission refer to http://bit.ly/ZOaIqh

8. According to the “Financial resolutions Survey,” 2013 will be the “Year of Savings.” In the survey, among the new year wishes are mostly “more saving” and “ less spending.” %49 of Turkish people wished to start the new year with the previlege of better invest­ments http://bit.ly/XeSu5w

9. “ING International Savings Investigations 2013 Survey” showed that last year most cut down was on entertainment and recreation. People who claim no cutting down on ex­penses rated %28 in Turkiye.Details of the investigation ;http://bit.ly/V73kbe

10. Send an SMS to 2205 “mobile” and access your bank on your mobile! Log in instantly with your user code; for details; http://bit. ly/ViAWji

11. ING Bank Bills and Bonds are being offered to the public! Demand for lucrative invest­ment opportunity in this collection! Final date January 9th! For more information;http://bit. ly/11f6eOF

12. ING Bank is supporting entrepreneurship in Turkey now! The European Investment B ank (EIB) provides employment and financial growth to Turkish SMEs with 100 million Euro credit via ING Bank in Turkiye! http:// bit.ly/Wmzihq

13. In the “Case Management Achivement List” organised by §ikayetvar.com, we had the most successful Bank rate in the field of “Private Banks and Banking”in 2012!

14. Your ID Card is your Credit! For Public Officials Only!! Do not miss the credit without cost, with %1,09 interest;http://bit. ly/V6l6Rt

15. Do you need motivation for saving? ING’s Senior Economist Ian Bright advises you to set a goal achievible by the end of the year and suggests to put aside a small amount on a monthly basis: http://bit.ly/XeSu5w

16. “Future is mine” Practica Camp submissions! the ultimate day!! Join with the Camp to give a direction to your career; http://bit. ly/V6nj7p

17. Searching for branch office managers of the future! Candidates for Retail, SME, Commercial Banking or sales executive positions!! come on! Applications must be submitted; http://bit.ly/14qrjol

Survey and Contests

1. According to a one-year data analysis “Saving Trends Survey in Turkiye” prepared by ING Bank Turkiye shows that Working Women tend to save more than men; but men tend to save less, in case she is a housewife.

2. On the very early days of the new year what’s your major reason for savings?

3. In the ING Group Survey, the most popular answer to the question “What’s your major reason for saving at the moment” is “my children and family.” For whom or what are you saving ?http://bit.ly/Ztm3kL

Customers’ Questions/Customers’ Feedback

1. Will you need more personnel?

2. I wish I could....

3. Why don’t you have a housing loan configuration?

4. ING Bank Turkiye: Hi Mr. Huseyin, in order to contact with you, could you kindly send your communication information to our address at http://on.fb.me/QHkA1K Thank you.

5. We are not satisfied with your dealing with credit system; may be the problem is with the personnel. Early deposited installments are not paid in due time. Are we allowed to move our credit to another bank?

6. I have tried all cahnnels of communication to configure my housing loan but all are in vain! No reply for 15 days! Having customers follow the bank personnel is not pleasant! In case I were obliged to pay an high interest rate again, I would give a petition to Consumer’s Court!

7. ING Bank Turkiye: Hi, in order to contact with you, could you kindly send your com­munication information to our address at http://on.fb.me/QHkA1K. Thank you.

8. What’s the afterwards interest rate of wel­come campaign,and what is the net interest does 1000 YTL bear?

9. ING Bank Turkiye: Hello Mr. Yigit, in order to get detailed information about Orange Account and interest calculations please visit our page at http://www.ingbank.com.tr/ turuncuhesap/vadeliyekarsi.asp Thank you for your interest.

10. How can I close my flexible account?

11. My retiring pension is deposited in your bank, shall I have the Orange Account as well or should I apply for it?

12. ING Bank Turkiye: Hello, Mr. Mustafa you could submit your application online at http://www.ingbank.com.tr/turuncuhesap/ ozellikler.asp or via telephone banking 0850 222 0 600.Thank you for your interest. Wanna 5000 YTL consumer loan.

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How much is the interest rate, what are the required docs?

I applied 3 days ago for the credit, but nobody called me back negatively or positively! It seems quite utopic!

Are we supposed to pay any filing fee?

Hi, I made four installments on Nov 11th, 2012 with my credit card and the refund was made by the company to concerned bank on Dec 31st, 2012, but the bank reflected this process as nine installments on my extract. Customer service seems unable to find a solution for my problem.What kind of banking you are dealing with?? You keep my money for five months more and there is no collocutor and no explanation! I am the victim here! ING Bank should compensate this error immediately!

I love ING Bank!

Very good campaign! Congratulations!

When we arrive at the bank, you won’t speak like that!

I applied for a “without cost loan” and had to pay 60 YTL for filing fee and had no reply yet!! Quit such tricks ING Bank!!

Here is Banking, I call

Hi here! I am a student. Can I get a consumer’s loan for 2500 YTL? Thank you!

ING Bank Turkiye: Hello Mr. Ozgur.We are sorry to tell you that we are unable to give you more details about the evaluating criteria. You are kindly asked to visit our offices. Nearest Office addresses and phone nubers are available at http://www.ingbank. com.tr/subeler.asp Thanks for your interest. ING Bank Turkiye: Hello Mr.Orhan, you can fill in the job application form at https:// ik.ingbank.com.tr/You will be contacted when a positionis vacant, appropiate with your qualifications.Thank you for your interest.

26. I went to ING B ank Antalya Office, Manavgat Branch, which I have an account beforehand. I would tend to change it an Orange Account but I was almost scolded on my question, and couldn’t even get a reply to my question! I am through with ING Bank!!

27. ING Bank Turkiye: Hello Mr. Ali, Hi, in order to contact with you, could you please send your communication information to our address at http://on.fb.me/QHkA1K. Thank you.

28. I failed to get any contact by telephone to your Ankara, Cankaya Office. So many times I have tried to call Cankaya Office, which is a vain struggle! Right now your number 0 312 441 84 27 is inaccessable! Could Mr. Ozturk examine his e post address and reply me back soon, please? Note: As a conclusion of my victimization, I will be changing my bank as soon as I land onTurkiye.

29. In addition to my vain efforts, International Fax Service Staples has already failed to send any docs to fax number given by ING Bank. I also failed to transmit my credit card debit interaction, therefore please do regard the petition I signed and scanned to you. I have been struggling with it for a week. For the information of authorities concerned, best regards.

30. ING Bank Turkiye: Hello Mrs Pinar, in order to investigate the issue you happened to meet, could you please share your phone number with us at https://www.facebook. com/messages/ingbankturkiye. Thank you.

31. I am an ING customer who has a stable sal­ary but they refuse to loan me some credit! What’s the problem?

32. We are the followers! I love INGBank! Thanks!

33. Great Bank!

34. Congratulations! You are very good at the business!

35. Congratualtions! By the way, I would like to take your attention to customer’s service to reply faster.

36. Congratulations! Good job!

37. I am surprised! In fact, it is not!

38. I am beyond being surprised!

39. At the bottom of being surprised I am!

40. ING Bank Turkiye: Hello, Mr. Kemal, we would like to inform you that your opin­ions are highly appreciated for us and they will absolutely be evaluated on the way to upgrade our service quality. Thank you for your concern.

41. When I called up your customer’s service for a transaction, he asked my ID number; I refused and ask for an another way to do the transaction. He was so rude and priggish! It is not surprising your rank in the list! You must have plenty of complaints at ⅛>ikayetvar. com!

42. I am also shocked that you’re awarded on the first rank!

Facebook Time Tunnel Contents 2013 Feb. ING Bank Turkiye

Contents Relating to Advertising, Announcements, Videos, and Campaigns, Services, and Products

1. Save 300 YTL a year!! Account manage­ment or Daily Banking transactions for free!; http://bit.ly/Y7mmBl

2. Private Credit from ING to Facebook ac­countants!! Apply fort he credit without cost up to 10.000 YTL!! Submit http://bit. ly/SplpBa

3. With ING Orange Account, Now saving is much more possible! For further details; http://bit.ly/XX6zyH

4. Now St Valentine Day’s about to come ! Do your interactions online branches and get a 100 YTL off at Modagram.com, Trendyol’s fashion site for her unique gift. Get discounts on your purchases over 100 YTL! http://bit. ly∕14HLVZq

5. Feel the experience of “Premier League” on the stands! Try your chance for one of the three couples!; http://bit.ly/VIgGdM

6. Meet ING Bank Orange Account today and start saving!! For further details and submis­sion: http://bit.ly/VKdgrr

7. VIDEO: When applying for Available Credit, you won’t need any recognisance at ING Bank! http://bit.ly/YBq3d3

8. If you think you wont need any recognisance when applying for Available Credit please click http://bit.ly/YBq3d3

9. Hi there, I do not like to save Turkish Lira but gold. Is it ok? We are not supposed to save only cash?

10. They had online interactions and had their ipad 2! here is the name list; http://bit.ly/ VzyytW

11. Lucky three couple to watch the Arsenal- M.U match will have the pleasures of five o’clock tea at Ritz Carlton and “Panthom of the Opera” on the stage (8 pics).Just take the opportunity of this gorgeous weekend!! Get the opportunity and be one of the three couples!! Use internet banking, mobile bank­ing and ipad banking.:http://bit.ly/VIgGdM

12. Have you revised your expenses before you started savings? According to ING Group Survey we mostly cut off from entertainment and clothing expenses.

13. Installments from 99 YTL, total 7.000 YTL consumer’s loan click for submission; http:// bit.ly/YBq3d3

Customer’s Questions, Answers, and Feedbacks

1. ING Bank Turkiye: Hello Mr. Emir ING Orange Account is a TL checking account, (demand deposit), therefore you can with­draw or invest your Money any time without prior notice. Thanks for your concern.

2. As far as I am informed, most fruitful interest is here. I dont wanna credit card. How much interest does 5000 YTL make for 4 month? I will save 200 YTL every week; How much is the welcome rate? I won’t withdraw for 4 months.

3. ING Bank Turkiye: Hello Mr.Tolga, you can evaluate your savings in Orange Account. Welcome interest rate is 8.25% and you can calculate it at https://www.ingbank.com.tr/ turuncuhesap/vadeliyekarsi.asp.Thanks for your concern.

4. Good evening, could you please tell me about the calculation of overdraft deposit account interest?

5. ING Bank Turkiye: Hello, Mr.Halil. ING Bank Holland and ING Bank Turkiye have different banking systems that’s why you should apply to ING Bank Turkiye in order to have an account in Turkiye. Thanks for your concern.

6. When do the job applications start?

7. You can train people when they’re younger. One should teach his children about money management. Do ING Bank have such a Project?

8. ING Bank Turkiye: Mrs Bahar, unfortu­nately we havent such kind of Project yet. your opinions are highly appreciated for us and absolutely be evaluated on the way to upgrade our service quality. Thank you for your concern.

9. Do we have to have a credit card in advance before we apply for a loan to ING Bank?

10. We are unable to join your contest “The Time comes,” because somethin wrong with the system and refuses applications. For your infomation, sincerely Author Journalist Muharrem Akduman

11. I am a customer of another ban and I am in need of 18.000 YTL. Am I supposed to lend credit from your bank?

12. ING Bank Turkiye; Hello Mr. Berat, there is no obligation of having a credit card to get

a loan. You could apply for loan at https:// www.ingbank.com.tr/sizinicin-kredibasvu- ru2.asp.Thanks for your concern.

13. ING Bank Turkiye: Hi Mr. Can, unfor­tunately we are unable to give information about the terms of credit card ownership. You could have a meeting at your nearest ING Bank Office.Here is the list of nearest offices and telephone numbers: http://www. ingbank.com.tr/subeler.asp. Thanks.

14. ING Bank Turkiye: Hi Muharrem Bey, in order to contact with you about the problem you faced, could you please send your com­munication information to our address at http://on.fb.me/QHkA1K

15. What are the terms of credit c ard ownership?

16. I loaned vehicle credit on 60 months installa­tions from this bank but they didnot provide me any convenience. I will never deal my business with this bank at all!!

17. ING Bank Turkiye: Hi Mr. Ercan, You could have a meeting with the office to configure of your credit. Please kindly find addresses and phone numbers of the nearest ING Offices at http://www.ingbank.com.tr/ subeler.aspThanks for your concern.

18. I am so satisfied with the credits I loaned from ING Bank. I would like to loan again.

19. Let him die who hates you!

20. Great Bank for me!

21. Better than Finance Bank!

22. I will, If had the chance of meeting Ronoy!

23. I think you’d better to train your personnel be on time first! Give up searching “the manager for the future”! Employ more personnel who are punctual and respectful as well!

24. (Zehra) You are great ING Bank!! There is no any other alikeeeee!! I sincerely celebrate St Valentine’s Day of all ING personnell, primarily administartive board and the rest and wishing never ending success and smil­ing faces.. with loveee, thanks a lot for your kindnessss

25. (Rafi Tuere) Zehra works for ING Bank! Gee!

26. They are liars! They won’t give you any credits!

27. We live abroad, we applied for housing loan, but you refused! you externalized us, you didnot hold us esteemed! We are Turkish citizens, as well!

28. Can anybody help me? Tell me how can I get into contact with this bank! I sent a message but nobody’s back!

29. Bravo!

30. Congratualtions! We wish you establish one in Erzincan, too.

31. YOUR MONEY IS PRECIOUS HERE!

32. Thank you very much indeed! We have to g oto Turkiye to open an account! Good job! That’s very kind of you!

33. ING Bank! In November I faxed the doc related with the filing fees. Last week, you WOULD FAX TO ESKI§EHIR BRANCH, BUT STILL YOU DIDN’T! WE HAD FEEDBACKS FROM ALL BANKS EXCEPT YOU!!

34. Smart boys! Managers of the future! May God save you all!

35. Dear sirs; since yesterday I have had some unpleasant situations with ING Bank Izmir Kargiyaka Office. I withdraw some Money from ATM at Kargiyaka and the machine payment was missing. ATM was broken therefore other people and me were in a helpless situation, we had payments but we couldnt get the rest of the amount in the machine!! We gave a petition to the Office related but nothing changed! I really wonder, If I were obliged to overpay because of this situation, would ING Bank compensate my penalty? Yesterday was the expiry date of my credit card. The problem is clear, total amount is clear why all these process take so much time? Be reasonable!

36. ING Bank Turkiye: Hi Mrs. Nevbahar, in order to contact with you, could you please send your communication information to our address at http://on.fb.me/QHkA1K. Thank you.

37. The Bank whose number-0850 222 0 600- has always been inaccessable! Since last night I couldnot have a contact, so funny the situation!

38. ING Bank Turkiye: Hi Mr.Murat, in order to contact with you about the problem you faced, could you please send your commu­nication information to our address at http:// on.fb.me/QHkA1K. Thank you.

Survey and Contests

1. Guess, who wins, Arsenal or Manchester United ? Get chance of Premier League experience in London and be one of the lucky three couples! The opportunity is on your mobile, iPad or the internet!; http://bit. ly/VIgGdM

2. As a matter of buying a house, we very often take loans from “parent’s bank.” According to a survey of ING Group, Turkiye is on the sec­ond rank among twelve European countries where people mostly barrowed loans from their families or friends when they are about to buy a house. http://www.ingbank.com.tr/ ingbank-basinbultenleri_25_10_2012.asp

3. Personal Finance Professionals recommends some accumulation of 3-6 months income for emergencies. In Turkiye, in case of a fall people who have a 3 month’s subsistence is 52%. How much can you save from your income? http://bit.ly/V73kbe

4. Would you like to learn your probablity of saving ?; http://bit.ly/Z5j6a7

5. Special to birliktealalim.com users !! Customer’s credit for %0,99 interest, without cost! http://bit.ly/WZ39z5

6. We are searching for the “manager of the future”!;http://bit.ly/14qrjol

7. Happy Valantine’s Day! It could be a good idea for a unique gift and making your part­ner happy by writing notes, cooking some special food or forming a collage work of your pics! What do you think?

8. When applying for Available Credit, you won’t need any recognisance at ING Bank! Installments starting from 99 YTL, totally 7.000 YTL consumer’s credit: http://bit.ly/ YBq3d3

9. ING Bank was awarded as “the most suc­cessful effective banking management” in Eastern Europe in 2012, with the products and services it provided to global customers.

10. What’s your most important savings goal right now? Accoprding toING Group Survey we save mosty for “children and families”: http://bit.ly/Ztm3kL

Social (Responsibility) Activities

1. By June 2013, we will have built an “Operation Centre”which will be employing 500 people in Kahramanmarag. We will both contribute to employment business and carry the quality of our service one step further at the same time:http://bit.ly/XOJWMS

EVALUATION AND CONCLUSION

On a three month’s observation, pages seem to include vernacular events as well as banking business affairs in accompaniment with pictures in attractive colours. Administators of pages seem supporting the famous PR approach. “think glob­ally, act locally” for pages include various kind of announcements, photos, advertisements relating to credit card campaigns, local and universal activi­ties, news, videos, customers’ feedbacks, surveys or contests, etc. Before the argument, it would be fruitful for customers categorized into two: really involved with finance affairs or probably have plans for the future visit the page just for fun. A recent research shows kinds of using social media for functional benefits, social benefits, psychologi­cal and hedonic benfits and it also reveals that the “use of social media is both pleasing and fun for them; Individuals who participate in collaborative environments by expressing opinions and sharing tourist experiences are proud of doing so” (Parra- Lopez et al., 2010)

Finally, four offices on four different continents seem applying the same strategies for the social media Facebook users. Let’s have a look how they manage to realise this.

Contents of advertising videos or written announcements are naturally composed of the advertisements everyday watched or met on the media. They are nothing but just repetitions; some­times there are temporary ones like Valentine’s Day Celebration or Austraian Cleaning up Day. Facebook pages can be assumed as the smartest way to keep such archives at hand. On the other side, most people who have enough time, are af­fected readily by means of some enticing tricks such as surveys, contests or awards. These are highly attractive means for social media accoun­tants. The bank could easily attract people and they read or watch almost evething on the page including complaints, appraisals or any news they would like to hear or read or see. There are also people really involved with the banking business, as well. Major target here is to attract people to the events as much as possible and persuade them to submit a credit card or housing loan application form and reach the customer via Facebook events or emphatic pictures or cute images of lion “the logo.”There are also nice pictures from real life, working or saluting personnel or contest winners. Today, where advertising has had a major impact on consumers, companies do their best to go ahead. One of the advertising starategies in this way is employing a celebrity in the advertising film. ING Bank Global seems to neglect about it; there is only a Turkish celebrity, Acun Ilicali performs with the puppet lion in ING B ank Turkiye advertising films and videos on Facebook page. There is no any other celebrity performing in the Bank’s videos or films during these three months.

As come to feedbacks, Banking personnel charged with finding solutions for the problems written by the customers on Facebook page are almost rightful. If they had reviewed the page once, they would have got all the answers and wouldnt be in need of asking the same question again and again On the page sufficient information is given mostly. Sometimes people complain of getting no reply soon. What most complaints revealed here is related with primarily Customer’s service’s rude­ness or being late for the replies. Secondly comes about the banking processes and interactions and procedures. When people write up with a rightful tone, ING personnel replies in a “copy -paste” structure, only the names change! They kindly direct them to another link on which the customer could give his ID or problem details, which they seem as if they could provide a solution. A few of them seem to achieve the happy ending.

Some customers are not satisfied enough with the service they have so that they get so much surprised at ING Bank’s being awarded a prize of “the most successful effective banking man­agement” in Eastern Europe in 2012. They even supported each other online. “Online social sup­port plays a critical role in a virtual group, which is inherently regarded as an innovative form of a social network linking people, organizations, and knowledge” (Tsai, et al., 2012)

Another strategy ING Bank applies to online customers especially who are aggresive and rude aginst the banking proceedings is no replying at all. Especially messages including accuses or insults they do not reply. Sometimes customers are right and the Bank is not fair all the time. They often have errors during interactions or transactions or they are late in doing some transactins or reply­ing or compensating soon; so this causes some financial penaties by the INGB ank. However, they might not know what the missing thing is or they are too confused and overloaded the whle day. On the other hand, the Bank employs many young people for the future and provides employment resources. However, this situation might have been caused by lack of experience. Replying custom­ers’ questions on a fixed format might sometimes cause misinformation and change the course of dialogue in a wrong way, as well. Customers should be treated as do gooders.

Treating an organization’s publics well goes far beyond the tactical and behavioral decisions made when incorporating reciprocity, responsibility, and reporting into the public relations program­ming. Thefinal stewardship strategy- relationship nurturing - requires that organizations engage in extra efforts to ensure that these relationships are nurtured carefully and consistently. It is vital that practitioners let stakeholders know on a regular basis that they are important to organizations, that organizations respect and care about them, and they appreciate their involvement (Waters, 2011).

On the other side, there are many people supporting and following the events or activities taken over by ING Bank. Besides, there are ING personnel who cordially support their employer.

Surveys are striking points for customers, but not all the time. That’s why percentage of par­ticipation is lower than others. ING Bank should search for or create more attractive contests, concerts or events appealing different classes of society. Major reason of this low participation must be correlated with the products of the Bank. Unless having a credit card or having an online interaction via smart media, such as mobiles or ipads, nobody seems to acquire the opportunity of joining a contest, which is not fair on one hand, whereas pure commercial on the other.

This reaseach also reveals how far interested a global Bank in social activities. It is clear that they pay much attention to social event s like Mother’s Day, New Year, Republic Days, Celebrity Birthdays beyond themselves. Turkish, Indian, Canadian and Australian ING Facebook pages are good examples for this phenomenon. They provide not only their services and products but involve with local and universal events as well. On ING Direct Australia Facebook page “Australian Clean up Day” is induced with a nice scenery of people cleaning up around, which recalls “Think global, act local” approach again which is one of the most successively applied approaches in Public Relations Field. India is an hetereogenious country from religion point of view but prevalent belief is Islam. By this respect ING VysaBank celebrates the sacred day of Islam on its Facebopok page, whereas the other ING Bank Facebook pages do not. ING VysaBank Facebook page directly ap­peals to Islamic customers in order to make them feel at home, as his own Islamic Bank.Other pages also celebrate and participate universal events like New Year and X-mas but, it is inexcusable for ING VysaBank neglecting to celebrate a universal day like Christmas!

As a conclusion, it can be assumed that ING Bank social media management strategies are almost the same with each other in different continents. It also implies institutional identity and institutional unity of ING Bank wordwide. Here it deserves being voted for the most suc­cessful Bank rate in the field of “Private Banks and Banking”in 2012.

In the age of digital convergency, social media will lead societies for further steps to learn and teach each other gradually on the way to all kind of literacies via commercial enterprises like bank­ing business, which has been vital for everyone, anytime, anywhere in the world. Consequently, as a whole, ING Bank is a good candidate for social media global leadership and could be the best anytime, in case it recovers the deficiencies pointed out on Facebook pages by its customers.

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This work was previously published in Global Strategies in Banking and Finance, edited by Hasan Dinyer and Umit Hacioglu, pages 304-340, copyright 2014 by Business Science Reference (an imprint of IGI Global).