Good at fraud detection (MBNA)

Member Name: Andy2901

Product:	MBNA
Date:	02/10/08 (389 review reads)
Rating:

Advantages: Quick to spot fraud on your card

Disadvantages: Won't tell you results of investigation

I must be one of the lucky ones, I've only had 2 dealings with MBNA and was highly satisfied with them both times.

I never applied for a card with them, I had a Halifax charity card, where they give a percentage of your spendings to a charity you nominate. Approx 4 years ago The Halifax sold some of their credit card accounts to MBNA and mine was one of them. Basically, you got a new MBNA card but everything everything else was going to remain the same, even the charity donations so I just accepted it.

My first dealing with them was 2 years ago, I received a text message from them asking me to call them on a freephone number as soon as possible, so I rang them straight away. After going through the usual security checks the first thing they asked me was what I'd last used my card for. I told them and they then reeled off a list of purchases, phone top ups, catalogue items and even takeaways amongst them and asked me to confirm wether or not I had made them. After stating they were nothing to do with me, they said we thought as much as it was in a different part of the country. My card was immediately cancelled and I was informed I would receive a new one and also forms from the fraud department listing the actions and could I fill it in confirming the fraudulent ones. I did ask how my card details could have been obtained and was told various ways but the fraud department would know more.

The form came 2 days later and it was as I'd been told, however I did have to sign permission for any relevant authorities to be contacted (police) and it did state the results of any investigation would be kept to themselves.

I received a new card, nothing fraudulent was charged to my account, I was a bit wary using it for a while but put it down to one of those things and carried on as usual.

My second dealing was 3 weeks ago, another text message, this time saying please ring MBNA security, on another freephone number. Again I rang straight away and was put through to a lovely lady who was very helpful. The first thing she asked me was "have you spent a pound on Yahoo voice?" after saying no, she asked "have you spent £30 on 02 in slough?" "no, I'm in west yorks" I replied, she then told me my card had been compromised but their new fraud tracking software had picked it up immediately. We then spent a while talking about when I'd last genuinely used it and me asking again how she thought my details had been got hold of, she told me she didn't know but the fraud investigators would be looking into it.

We then had a conversation about the forms I'd be getting and reassuring me I wouldn't be billed, she arranged a new card and pin number and I told her I was cutting my old one up while talking to her.

She then asked me if i could hold the line for a few minutes so i said yes. When she came back she said "you'll never believe this, they've just tried spending seven thousand pounds on your card while you've been talking to me" I said, surely you'll be able to trace them, and was informed the investigators were on it.

This lady was really helpfull and even gave me her direct phone number and extension and told me to ring any time if I had any concerns or questions about my card/account, and said if she wasn't there her colleagues in that office would be able to help as they would be aware of my case.

Overall in the 4 years I've had this card I've been done twice by fiddling gits but I can't complain about the way MBNA has handled it, they've spotted it both times, dealt with it efficiently, I've received a new card and pin within a week, so all I can say is the fraud and security department are on the ball, even if the other depatments aren't.

Summary: Top marks for spotting misuse of your card