Billing and Payments

How do I make a payment to my MBNA account?

You can make payments online, by direct debit, by post, at a bank, or via telephone banking. Details are available in the Contact Us section of this website.

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My payment is not showing on my account–what should I do?

Please allow 7 days for your payment to reach your account. If the payment has still not credited, check with your bank. If the payment has cleared your bank account but has not been credited to your credit card account, call us on 0800 783 3450, 9 a.m. to 6 p.m., Monday to Friday. Please have the following information ready: your bank sort code, your bank account number, the cheque number, the amount paid and the date the payment debited your bank account.

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What happens if I cannot make my payment?

If you have simply overlooked a payment, you can make one now. Access our secured Online Banking service or call us as soon as possible on 0800 028 0690 to make a payment over the phone. If you are over your credit limit, make sure your payment covers any interest (you can find out what your estimated interest will be from your card statement). You may incur fees if you do not maintain your payments and keep your account up to date.

For future peace of mind and to avoid late fees, set up a direct debit on your account to pay the minimum payment due. Simply access our secured Online Banking service or contact us on 0800 028 0690 to set your direct debit up over the phone.

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I do not recognise a transaction on my account.

If a transaction is showing on your statement that you believe is incorrect, please check if any authorised users on your account have carried out the transaction. Also, check the merchant details on Online Banking. Simply open the required statement and click on the Merchant Category Code link next to the transaction. Please note that companies may charge under a different name (e.g. their parent company). If you still do not recognise the transaction, our Billing Enquiries team is available 9 a.m. to 6 p.m., Monday to Friday on 0800 7833 944. Please notify us within 30 days of the statement date.

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How do I cancel a purchase on my account?

As your credit card is a guaranteed method of payment, you will need to contact the merchant directly to cancel a transaction.

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What is a temporary authorisation?

A temporary authorisation is a transaction that has been approved but not yet been officially posted to your account. The value of the transaction will have been deducted from your available credit limit. Normally, a temporary authorisation converts into an actual transaction. However, a temporary authorisation may expire if the merchant does not complete the transaction.

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Why have I received an overlimit fee charge?
As detailed in our terms and conditions, we will charge a fee to cover our costs on each occasion that your account balance exceeds your credit limit. You can monitor your account balance at anytime through our secured Online Banking service.

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Why have I received a late fee charge?
As detailed in our terms and conditions for your account, we may charge a fee each time at least the minimum payment has not been credited on to your account by the payment due date. We ask that you send this payment 5 working days before the due date so that a late charge is not incurred. Information regarding payment methods can be found on the reverse of your monthly statement. You can monitor your payments at anytime through our secured Online Banking service.

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How is estimated interest calculated?

This is the interest you will be charged on your next statement if you pay the agreed minimum amount and this reaches us on the payment due date. It assumes that you make no transactions, incur no fees and there are no changes in your statement date or interest rate (except for the expiry of a promotional interest rate). It is calculated in accordance with section 2 of our terms and conditions for your account.

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What can I do if I experience financial difficulties?

If you are in genuine financial difficulty, it's in all our interests to get it sorted out. Call one of our customer advocates on 0800 028 0690. The earlier you contact us, the sooner we can establish a solution.

If you have recently changed your address and telephone number, please update your contact details online through our secured Online Banking service or, alternatively, call us on 0800 028 0690.

If your life circumstances have changed, such as losing your job or becoming ill, check your statement to see if you have payment protection cover on your account. If so, your repayments could be covered.

Besides MBNA, you can also get FREE help and advice from the following independent organisations:

Consumer Credit Counselling Service www.cccs.co.uk Call free: 0800 138 1111	National Debtline www.nationaldebtline.co.uk Call free: 0808 808 4000	Citizens Advice Bureau www.nacab.org.uk
If you want information regarding your credit file, you can contact:
Experian Ltd Consumer Help Service P.O. Box 8000 Nottingham NG80 7WF www.experian.co.uk Tel: 0844 481 8000	Equifax Plc P.O. Box 1140 Bradford BD1 5US www.myequifax.co.uk Tel: 08700 100 583

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