ING Direct customers are receiving an e-mail from CapOne explaining the name change and trying to soothe concerns about sweeping changes by promising that everything will remain the same.
“Typically with bank mergers, the things Customers care most about end up being the first things to change,” reads the e-mail. “But to us, you’re what matters most, and we’re going to keep it that way. Because we’re not a typical bank, and this isn’t a typical merger. So we’re going to back up our commitment with a pledge to you, our Customers, about how this business is going to run moving forward.”
CapOne says that it will continue to offer no-fee, no-minimum checking and savings accounts.
When the merger was first announced, CapOne made similar promises, but would not directly answer questions about new fees or other changes to ING service.
In today’s letter, Jim Kelly, ING’s head of direct banking, and CapOne’s President of retail and direct banking Jon Witter, shared their supposed e-mail addresses (firstname.lastname@example.org and email@example.com) in an attempt to at least appear as if they are going to respond to customer concerns.
We highly recommend that ING — oh wait, Capital One 360 — customers take advantage of these e-mails to see if they are happy with the responses they receive.