ING Direct communication case study: failure in customer communication

On Tue, Apr 8, 2008 at 10:21 AM, ING DIRECT wrote:

Dear William, Customer Number: XXXXXXXXXX

This email is to notify you that 2799 DIRINPIEQO has initiated a withdrawal for $3000.00 from your ING DIRECT Orange Savings Account.
Your confirmation number is 0110000XXXXXXXX.
To view your account balance, login to

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

Dear Ombudsman,

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

OMG I almost had a heart attack.