Please forgive the long post but there is a long story to the idiocy and incompetence at work here.
This started last year when i had an offer with my statement of 1 year 0% interest on purchases before a certain date.
I decided to take this offer and purchased a few items so i could buy the items and leave the money in my bank account earning interest at the same time.
All was fine until around February when i purchased some festival tickets on my card. I paid off that amount straight away. The festival was cancelled and i received a refund to my card so i sent a message via the online banking site asking if i could have that amount refunded to my bank account and when doing so would that return my outstanding balance to it's 0% promotional rate, to which i received a replay stating it would be.
In a future statement i then notice i have been charged interest, so in reply to the message i received stating my account would be returned to the promotional rate so that information and confirmation was attached to the message i pointed out to them i should not be being charged interest.
I received a replay back from someone who obviously didn't read the message history i had attached saying my promotional balance had run out during that transaction. So i rang them up...
After around 20 minutes of attempting to fob me off the guy on the end of the phone eventually relented and said he would have a look into the issue and after a few minutes saw what was going on, admitted it was rubbish design of their system that caused the issue and refunded me the erronus interest as well as resetting my balance back to the promotional rate.
All was fine until i used my card again. Same deal, purchased something, paid it off straight away and to top it off and make sure there was not a repeat of the last problem i even sent them a message with the history of what had happened before, stating that the money i was paying was to go against the purchase i had just made and that my remaining balance would be at the 0% promotional rate (As it should according to their terms and conditions anyway) and could they please assure everything went smoothly.
I received a reply stating that was all fine...Guess what??? It wasn't! The same had happened again.
This time s skipped the internet banking message and went straight to the phone. Again after a lengthy discussion with the guy on the end of the phone trying to show me how i was wrong and me throwing facts back in his face. When he ran out of any semblance of plausibility he eventually relented and took a closer look. Surprise surprise, again he accepted i was right and said it would be sorted.
Obviously it wasn't put right as the next month my promotional rate was ending so i paid off the remainder of my balance only to find out i was charged more interest on 0% promotional rate balance which i had paid off!?
Another phone call ensues, you know what happens next i get a refund etc but i also demand to speak to a manager about the total incompetence of the whole scenario. I am told all managers are in a meeting and someone will ring me back when it is finished.
No one rung me back but i did see a interest adjustment on my online bill and my outstanding bill was zero so i decided to leave it there.
It doesn't end there folks....
This month i check my bank account to find out they have taken money from my bank account to the value of that interest charge, so i check my online statement to find that interest adjustment has gone and instead they took money from my bank account then provided me a refund back to my credit card so another phone call has ensued and i am now waiting for a manager again as they are all in a meeting.
I have been a customer of MBNA's for a great number of years (so many I can't even count that high), I have always paid my balance off in full and never accrued any charges. Because of the number of years I've been with them, they gradually increased my limit to £15,700. I went on-line yesterday to pay my balance off and saw that it stated my credit limit as £500. When I contacted them, they said it the account was reviewed and they decided that £500 was enough?!! I pointed out that only two months ago I purchased a PC for nearly £2,000, so how can they deem £500 enough?! I pointed out how long I had been a loyal customer, but that didn't seem to count for anything. I'm absolutely fuming and will be cutting up my cards and going elsewhere . . they didn't even bother to inform me!!
About 9 months ago I decided to transfer the balance on an exisiting credit card to MBNA to take up their 0% on balance transfers option. Bearing in mind I had used the previous credit card to do the same thing and had NEVER made any purchases on it whatsoever, I was suprised to find two charges made to that credit card on the same day I transferred my balance to MBNA.
Having no proof that it was connected to MBNA and being such small amounts I decided to pay off my existing credit card and carry on with MBNA. About 3 months ago I made my standard payment to them over the internet as usual two days before it was due. I then started to get charged interest as they stated they did not receive the payment until after the bank holiday so it was classed as a missed payment and I would now have to pay interest on the balance.
Again feeling a little put out but thinking that yes it was my fault that time I carried on paying them for a couple of months before deciding to transfer the full balance to another credit card. Checking my balance online about two days after receiving a statement I transferred the FULL balance to my new credit card. I checked my balance via the text message service which confirmed that my balance was now at 0.
Today I receive a text message saying that there is a dispute on my account. Feeling this was a prank I checked MBNA's number online and called that one and spoke to a member of their team. This man hardly spoke english and was rude, arrogant and quite aggressive on the phone. I explained that my balance was at zero what is the dispute on my account. He stated that there has been unpaid interest on my account that I needed to pay. I explained that as my balance was at zero the last time I checked how could there be unpaid interest on my account?
He told me it was my fault I should have been checking my statements and that I was paying interest because I missed a payment and that I owed them the money. I explained I receive notifications of my statements via email and I have not received any emails since the one before I paid the full balance off. After five more minutes of him being rude I asked to speak to his manager. He told me they weren't available and would call me back. I asked him to close my account and he said he would.
I decided to call back and speak to another adviser as I wanted to make sure I would receive something in the post to confirm that my account has been cancelled. I spoke to a nicer man that had a better telephone manner. He confirmed my account had been closed and that I would get confirmation through the post. He then said that I owe interest which I would need to pay even though I had no idea that I had anything owing on that account. The interest had gone up by £1.50 since I spoke to the adviser before.
Granted I owed them less than £10 in total but I am not happy at all at the way I have been spoken to and treated like it was my fault that all of this has happened. I have paid them their interest for fear that my credit rating will be affected and I am expecting a call back to make a complaint. I am now with RBS and they provided me with a statement via email and an email and a text message 5 days before payment is due. Their customer sevice team are incredible and very helpful.
I would advise people to stay away from MBNA if possible. They were unhelpful, rude and accusatory. I came away feeling like a terrible person even though I had no idea what was going on. The first adviser couldn't even explain why I had been charged the interest he just kept saying I was wrong.
Since MBNA introduced new website I can not redeem points as link is not working.it opens an error page. I have now been contacting customer service for a month and no one can help me.They just pretend problem does not exist and that there must be problem with the browser i am using.I have tried on all different browsers and different PC but still no luck.
In the mean time every time I call they suggest to send me vouchers. Points for vouchers are worth much less then points for item. I wanted to buy pressure washer that retails on about £90 and I only needed few extra points-so decided to wait.when I collected enough points website is not working and advisers are offering me £50 voucher.
After spending over 2 hours on the phone over the last month still no one came with the answer and they still saying problem do not exist.
Having used MBNA for a number of years I found that they use any opportunity to make mony from the charges they make from late payments when the payments have been made in plenty of time, do they do this diliberatley to make more profit at the cost to its cusomers.I have cut up my MBNA cards today dont tolerate them its your mony they wont be there if we dont use them that may be a good thing teach them a lesson please.
I wrote a review about a year ago regarding difficulties with MBNA`S new IT system. Well--- Rather than them fixing the problems they have made them worse (if that was possible). Anyone who uses GOOGLE CHROME as a browser page, is now unable to make payments to their BT/ MBNA credit card account using MBNA`S Web Site. This means that customers are forced to make alternative arrangements to pay their bills. The arrogance of the MBNA management defies belief. Even though it is now obvious that the MBNA system has serious flaws in it, THEY SUGGEST THAT THE CUSTOMERS SHOULD CHANGE THEIR BROWSERS TO ACCOMMODATE THE MBNA SYSTEM FAULT. Letters to their customer advocate office, and endless phone calls to their Customer "Service" "Help" Line, all get dumped into the same "Black Hole" which appears to be bottomless. One Acknowledgement I received recently to my written complaint, stated that I would get a reply by 12 December 2011----That would be 2 MONTHS after my letter was sent to them.
And if that wasn`t bad enough--- IT CONTAINED SOMEONE ELSE`S COMPLAINT REFERENCE NUMBER (NOT MINE)---AND EVEN WORSE IT CONTAINED SOMEONE ELSE`S ACCOUNT NUMBER. One can only guess at where that fits into Customer Confidentiality and Customer Financial Security. My advice is that this Outfit could not efficiently organise a drinking session in a Brewery, let alone take care of customers sensitive financial details. My further advice would be--- If you are looking for a new credit card provider, then dont choose MBNA, or any other company that has its "own brand" credit card administered by MBNA ,such as BT. for just one example.
After more than 10 years of holding a credit card with MBNA, I finally cancelled my account. They kept changing the payment due date. This meant that I ended up being charged the late payment fee because they had brought the date forward and my money missed being there by a gnat's whisker. (I think being charged £12 when my account was only £50 is a bit excessive) I phoned up to question why, and he fobbed me off then tried to sell me more stuff and ask me more questions and tried to get me to put someone else on my account! I thought it would have been more productive to suggest a direct debit, but no. Crap customer service.
I would describe MBNA as licensed Loan Sharks. In my opinion they are the biggest advert for additional regulation of the credit card industry. Like may people soon after opening my account I experienced rapid credit limit increases way beyond what an individual on my salary could really afford to repay. My standard APR was 15.9% and I never missed a payment. Once I had racked up a sizeable balance they wrote to me without explanation saying they were increasing my credit limit to 34.4% when I phoned to complain the only excuse I received was that it was a 'business decision'. After being transferred I seemed to follow the standard MBNA process of being passed to another department where they eventually agreed to reduced it down to 19.9%... Then exactly 6 months later (again without missing a single payment) they wrote again saying they were increasing my APR back to 34.4%!!! Now I was fortunate in that I could pay the card off in a few months but charging £400 a MONTH in interest on £13k balance is (in my opinion) verging on criminal and I will never use MBNA again. They are corporate sharks, don't use them, they are just waiting to rip you off, you have been warned!
I was a customer with MBNA for a number of years and have only recently closed my account with them. I closed the account because I didn't want a credit card anymore, not because of the service received from MBNA, which overall was very good.
MBNA have a wide range of different credit cards. The one I had was called MBNA rewards platinum and was a very good deal. This card has no annual fee and is 0% interest free for the first 3 months for all purchases. Balance transfers are 0% interest for the first 13 months but there is a fee of around 2.5%. The standard APR 16.9% which is variable and does depend on individual circumstances.
MBNA rewards credit cards are a great way of getting something back from your credit card. Let's face everyone would love to only buy things when they can actually afford them but for most of use, we would be waiting a very long time. So we buy things on credit cards from time to time and end up paying more for them in interest charges. With MBNA you earn points for the money you spend on your credit card. So it's well worth buying your groceries and paying your bills and then settling the full bill at the end of the month. You can then save up points to redeem on products, vouchers or even cash.
MBNA also have a website for their customers were you can get products, service and vouchers at a reduced price. You can only pay on this site with an MBNA credit card but you can save quite a bit. On this website you can order CD's, DVD's, games, books, shopping vouchers and products for the home and garden along with many others. The shopping vouchers on this site are sold with a percentage discount and include popular high street stores such as Boots, Argos and B and Q as well as supermarkets such as ASDA and Sainsbury's and the well known love2shop vouchers which are accepted at many different shops.
I have used MBNA for quite a while and have found their services pretty good in comparison to other credit card providers. I have never had any problems with the charges on my account, and have always paid my bills on time so haven't had any problems in that area.
I would recommend MBNA credit cards to anyone who wants to get back some of the money they putting into their credit card's interest payments and wants a reasonable rate of interest.
I work for MBNA! In the customer services department, I would firstly like to let everyone know how we work.
A traffic light system. If your green or amber, you are making MBNA money and you will therefore have more oppotunities to get fees back. If you are "RED" however, your loosing MBNA money and they will be very reluctant to give you money back..... VERY reluctant.
This said though, i will personally do my upmost to get someone back their fees and interest should it be a one off or a genuine mistake. Taking in mind i am currently £26,000 in debt with the Halifax, i know how frustrating it can be when you get no-where in regards to fees.
To run an MBNA card smoothly, i suggets these simple steps.
1) NEVER USE YOUR CARD FOR CASH OR GAMBLING
Cash is charged daily and is normally at about 27.9% +
2) USE FOR BALANCE TRANSFERS OR RETAIL ONLY
By this i mean dont mix promo rates for transfers with rates for retail as payment allocation will screw you over. (payment you make will be allocated to the lowest interest rate so you will not pay off that £40.00 pair of shoes at 16.9% untill you have paid your balance of £2000 at 0.0% for your balance transfer, therefore paying £3.00 interest every month)
3) SET UP A DIRECT DEBIT
Set this up for the minimum amount every month and make additional payments on top of the DD. This way you will never miss a payment and loose your promo rate. Payment dates change every month to keep interest calculated correctly. if you ask for a date of 15th, it will range from 13th - 17th.
4) DONT GO OVER 95% OF YOUR LIMIT
just because you have the availible funds, dont spend it. You may need the buffer zone when your promo rate ends. Interest can only go on at the last day of the month so you may belive you have $50.00 spare but when interest is added it may take you over your limit.
Now for a few tips (please dont think i'm being patronising here, if you know all this then fine, belive me, many people dont)
1) To pay off another MBNA card with your MBNA card, transfer money into your bank account and pay the card off when it gets there. its a bit of a faff but as with most other credit card companies, you can't transfer between one another.
2) to find out if your a red customer, simply ask to close the account, if the rep says "OK, we can do it now" Your RED, IF they have to transfer you, your AMBER or GREEN and the balls slightly in your court. Your are being transferred to retention who will try to keep you.
3) Be nice when calling. Simple isnt it, but if you talk to me like a peice of poo then, unless its bank error, i wont be giving any refunds out, we are targeted on how much refunds we give out. If we go with half refund then just keep asking untill we give in, were also targeted on call times too. infact were targeted on absolutly everything, its a frickin nightmare!
4) to get through the stupid (yes we hate it too) automated system, just say "advisor" a few times or keep pressing #. This said though, the automated system deals with 85% of all calls into the call centre, so if you can't use it thin your in the minority. thats just fact not me being a tit.
there is other stuff i could tell you but i think these are the fundermental reasons for people being annoyed. a few things we just cannot move on are residual interest, payment protection charges and subscriptions charged on closed accounts.
That said, if you have genuine interest charged which is less than £5.00, give us a ring and we will more than likly remove it. Like i said, we are targeted on call times so the quicker we can get you off the phone the better. just keep on asking. we wont give it back if your a bad customer though.
I hope all this is usefull to some of you and please dont have a go at me, i hate the place. i will be moving on soon. The people i work with are mainly lovely though, there just in a bad mood because we deal with upset people all day and to be blunt, its mainly your own fault.
Thank you for reading.
P.S, if you speak to someone with an irish accent, hang up, its the call centre in carrick and they havent got a frickin clue what there doing. Our call centre is in Chester.
What do I think of MBNA?
Recently I purchased a computer from Dell's website. MBNA decided that this was out of my usual pattern of purchases, and that it might be fraudulent. Good - I'm glad they're trying to prevent fraud.
So, you might have expected that they would have instantly phone or emailed me to check if I DID make the purchase, right?
Wrong. They stopped the transaction, suspended my card, and WROTE me a snail-mail letter which arrived a week later. In the meantime, all my scheduled purchases had bounced.
When I got the letter and phoned them, they told me that my card - for my protection - had been permanently suspended - deleted, in fact - and that they'd be sending me a new card in the next week or two.
Major, major hassles. And it could all have been prevented by a simple phone call: "Did you make a purchase from Dell?" "Yes." "Ok, thanks, just checking..."
As a PS to this, I can add that for phone calls they now use a voice recognition system that just doesn't work. You dial the number, and a voice tells you to state the reason for your call. Then you'll find it keeps telling you it doesn't understand, and to try again using different words.
I speak pretty clearly, I think, but it still took me 6 or 7 attempts. And I never DID get the damn thing to recognise my date of birth. Pity help anyone with a strong accent or a speech impediment...
I've now told them what to do with their Credit Card and switched to another company.
Over the years, my husband and I have held a fair few credit cards and loans from varying financial institutions.
We took out an MBNA visa credit card to take advantage of a 0% balance transfer promotion, about 8 or 9 years ago, and were given a significant credit balance.
Application back then took place on the internet, and as this was in the days when credit was much easier to come by, it did not matter that we already had a significant amount of debt - the credit was thrown at us.
It all seemed very attractive at the time - 0% interest, plus a payment each month of just £5. MBNA worked then on a "minimum payment" basis of "interest due plus £5". That meant that you were only ever automatically paying £5 off your debt....leaving the bigger balance subject to their higher rates when the offer period came to an end.
As sure as night follows day, the 0% period came to an end, several months after we had taken the card out. The balance had reduced by less than £75 as we had only been paying the required £5 a month, and so when the first month's interest was suddenly added onto the statement, it immediately took us over the credit limit, which caused a charge of £30 or thereabouts to be added, meaning that we owed more than we started with!
Several snotty phonecalls later, and we got the charge reversed, but what we had niaively thought was a good start to our relationship had suddenly given us a wakeup call.
MBNA do give good balance transfer offers. If you have an empty card, or a near empty card, they will give you a further offer, to try and tempt you to move other balances to them. If you keep absolutely on top of the system, they have been one of the best people for balance transfers and stoozing about.
However, if you do find yourself paying interest, which of course a lot of people will do, you can find their rates, even for standard good credit, good payers, can reach the dizzy heights of 34.9%!
Remember, that base rates are the lowest they have been at 0.5% and look set to stay low for a little while yet - but MBNA, and all their other disguises, such as the Virgin Credit Card, are still charging what I would consider to be sub-prime rates which, quite frankly, are disgusting.
How anyone can be expected to clear a debt easily, when they are paying interest of almost 35% is beyond me. No wonder we are hitting problems.
MBNA were quick in the past to give big credit balances, and attractive offers, but once you have been lured into their lair, it can be a very different picture if you do not have your wits about you.
It is not all bad news, if you are savvy in the use of your card - that means, it is not bad news if you can afford to use it for stoozing (taking advantage of 0% offers on your credit card, using the capital to earn a high rate of interest elsewhere), or if you can afford to pay off your card each month (which is what we do), thereby accruing no interest, then MBNA is a reasonable company - everything ticks along nicely.
We have paper statements sent to us in the post, but I also have access online, so I can see current balances, any outstanding transactions that are "in process", which is a very useful thing when you have forgotten that you put petrol in the car at the weekend.....and I can make payments - either the minimum, or any other amount. Payments are credited to the account within 2 working days, which is quicker than many other card providers, so I am more than happy with this.
I make my payments manually, by debit card, on payday. But just in case something goes wrong, and I don't or can't make payment myself, I have a direct debit payment set up for a date close by. This has never presented itself to be a problem, so is a good "back up" for me in case my organisational skills suddenly leave me!
Once I made a payment over the internet, and due to a storm we lost connection after I had pressed "submit" but before I received confirmation of the payment. I therefore had no idea if my payment had been made, and wouldn't know until either money had left my bank account or shown on the MBNA account. I was concerned because, at that time, it was close to the "due date" and I did not want to risk late payment fees.
A quick call to MBNA, however, and they did do the sensible thing which was to allow a couple of days to see if the payment had been processed. If it hadn't, then I was to ring back by a certain date, speak to a certain person, and arrange a debit card payment. They then ensured that no late payment fee was charged, because I had done the sensible thing too in contacting them as soon as I was aware of a potential problem.
On another occasion some years ago now, however, we were late (our own fault) in paying because of an oversight. We received the most persistant phone call campaign you could believe possible! Every few minutes, it seemed, someone called our mobiles and our home phone. My husband had calls at work that he couldn't take but they couldn't get the message that we would make payment as soon as we got home that night. The people we were speaking to were rude, they were arrogant, and they had no respect for their customers at all on this occasion. I do feel sorry, therefore, for anyone who has fallen foul of MBNA and has to deal with this on an ongoing basis.
As I said, when this goes well, it seems to tick along nicely, and in all the years we have had our account, things have gone reasonably well, so I can't complain too much.
I believe that their minimum payment is now "interest plus £10" which is not much better than when we started out - it would take you a lifetime to pay off your debt if you are only making minimum payments, and at 34.9% it is going to hurt in the process. We once worked out that our balance would take over 100 years to pay off (£6000 balance, paying interest plus £5). Quite how that is respsonible lending, really, is quite beyond me. Thankfully we reduced our balance much quicker than that, and now pay it off every month without fail.
I am going to deduct 2 stars - one for the extortionate rates they still charge "ordinary" customers, and one for the rude way they treat anyone who happens to step out of line, either intentional or not.
But three stars for a credit card company - I don't think that is too bad, and the MBNA card stays in our wallets for a little longer.
I have had my MBNA Credit card for almost 2 years and never had a problem with it until recently.
I had done a lot of spending on the account, and when I received my monthly statement, I looked at the front of it, saw the amount and paid it.
the next month there was interest added to my account. Upon closer inspection, it appeared that I had not paid the amount in full the previous month. So I checked my last statement and found that it continued overleaf. It only showed the first couple of items being billed on the first page, despite there being a lot of space underneath.
I feel that MBNA do this on purpose knowing that most other statements do not appear like that, so people will glance quickly and end up not paying the full amount to get them interest.
I should have checked closer, and I can hear many of you saying that I was foolish to not look at it more closely, and yes I agree, I should have. But I do feel that it is tactical on the part of MBNA to show their statements in this way.
Other than that I have had no other problems with MBNA. And they have always been quick to call whenever there is "unusual" activity on the account to ensure it is not fraud taking place.
MBNA Credit cards appears to be a very good if you play the credit card game. I have had a credit card since the age of 18 and never paid interest yet. MBNA is great for people like me who play the game but awful for people who do unfortunately fall foul of the free money they offer. If you are strict with your finances, have a decent salary then this card is for you take out the free 15 months offer with them transfer all existing debt with other providers onto this card it is fast and simple you can do it during the application stage or after online/over the phone. Every time I have rang customer service they have been helpful and offered me new deals to stay with them which I have took up. Another benefit of this card is that you can transfer to your current account so can boost funds or play for large purchases at 0% balance transfer deal.
Just remember once the 0% offer is up to find another company to play the game.
I WAS an MBNA customer for a few years. I got into some financial difficulties and they were pathetic with the help they offered. I also cleared my account in full, returned my card to them and put in writing to close the account......They are now looking for a further £1300 as they say it wasn't paid.....I have supplied my cheque number and when they cashed the cheque! Strange company, and after my own experiences with the company would not recommend this credit card to anyone, especially if your not in a position to pay your balance in full each month, which lets be honest, not many people can these day.
They are good at enticing you with 0% transfers and 0% interest on purchases, but at the end of the day the have a quota to fill and they will offer all sorts to get you signed up. Don't get me wrong they couldn't do enough as a new customer, but 6 months down the line.... their pleasant approach stopped as did all the perks that came with the card.