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Online Card Services

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Credit card security

There are various frauds linked to stealing your money and credit card details for unauthorised purchases:

Card not present fraud

Card not present fraud image

Fraudsters may access your credit card details from old receipts to purchase high value items on the internet or phone where the retailer does not need to see the card to authorise the purchase, for example: card not present.

Cash machine (ATM) fraud

Cash machine (ATM) fraud image

Devices are planted in cash machines by fraudsters in order to skim the card details and use them for unauthorised purchases at a later date. The fraudster may also be watching at the cash machine to steal your card and PIN.

Counterfeit fraud

Counterfeit fraud image

Counterfeit is a term used to describe the manufacture of a credit card so it looks like a genuine card. Genuine credit cards are then “skimmed” and the details duplicated onto the counterfeit card via the magnetic strip.

Mail not received fraud

Mail not received fraud image

Cards are stolen in the post before the cardholder receives them and used for fraudulent purchases.

We monitor your account 24/7 for any suspicious or out of the ordinary activity and will contact you straight away if we notice anything unusual. You won't be held liable for any fraudulent use of your credit card, however if your card is lost or stolen or you notice any unusual transactions on your account, make sure you contact us immediately on 0800 062 062.

Using your card

Using your card image
  • Always check the cash machine or ATM for signs of interference. Cash machines usually include a photo or diagram of what the machine should look like. Treat your cards like cash. Never let your cards out of your sight when paying in shops or restaurants, as they may be copied or cloned. Don't leave them on show or 'behind the bar'.
  • Always shield your pin from view and be aware of others around you.
  • Don’t accept help from strangers when using the cash machine.
  • Only shop on reputable and trusted websites.
  • Always keep your receipts and dispose of them by shredding.

Treat your cards nicely

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  • Don’t let anyone else use your credit card. Only carry the cards you need in case you have your wallet / purse stolen.
  • Avoid leaving your card in unattended bags, jackets or cars
  • and keep credit card cheques safe and separate from your card.

Getting new cards & losing old ones

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  • If you lose your card or if it’s stolen then tell us straight away on 0800 062 062 —remember to keep this number safe or save it in your mobile phone for future reference
  • If delivery of a new card seems slow, query it with your bank immediately.
  • Sign new cards as soon as you receive them.
  • Destroy old cards by cutting through the chip and magnetic strip.
  • Make sure your post is secure and that you know when to expect your credit and debit cards if you have ordered new ones. If you don't receive your statement or card, or your mail appears to have been tampered with please call MBNA immediately on 0800 062 062.

Your PIN

Your PIN image
  • Keep your PIN safe. Don’t write it down or tell anyone what it is. If you change it to something easier to remember make sure it’s not an obvious one that people could guess. You will never be asked for your PIN when making a mail order or internet transaction, only the 3 digit security number on the signature panel on the reverse of your card. Do not confuse the two–your PIN is for machines only.

Other helpful sites

Other helpful sites image

www.getsafeonline.org Sponsored by the government and business to encourage safe use of the internet.

www.identitytheft.org.uk Site dedicated to identity theft sponsored by the Home Office.

www.staysafeonline.org General security practices for staying safe online.

www.shopsafeonline.org.uk Advice for customers and business for shopping safely online.

www.microsoft.co.uk/security Security information for Microsoft Windows users.

www.banksafeonline.org.uk Security tips for Online Card Services sponsored by APACS—the UK’s payments association

www.chipandpin.co.uk A UK site dedicated to information on Chip and Pin security.

www.cifas.org.uk The UK’s fraud prevention service dedicated to the sharing of information on identified fraud.

Keeping your financial and personal information secure is our highest priority. We use the most sophisticated levels of technology and processes to protect your privacy and security and prevent fraudulent transactions on your credit card.

Real time active fraud detection system

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MBNA operates a fraud detection system which monitors you account for unusual or suspicious spending patterns, 24 hours a day, 7 days a week. If we notice anything unusual we will contact you to check the purchases have been authorized by you.

These calls may be made using the latest technology where the voice you hear will be computer generated speech. If you recognise the transaction, follow the instructions to confirm it and then continue using your card as usual. If you don't recognise the transaction, we will transfer you to a fraud representative who will assist you.

If we are unable to reach you, we will apply a safeguard to your account and write to you asking that you contact us as soon as possible. This safeguard will also prompt retailers to call us for authorisation the next time the card is used. We will then ask for extra security information to ensure the card has not fallen into the wrong hands.

If we are not satisfied with the response, we will not authorise the transaction. In such instances, call us immediately via our helpline number, which can be found on the back of your card.

Chip & PIN

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All banks and card providers have introduced Chip & PIN credit cards in a united effort to reduce credit card fraud. Instead of signing your name when you use your credit card to make a purchase or withdraw cash, you enter a 4–digit Personal Identification Number (PIN) into the PIN pad. If you shop at a retailer that does not have a PIN pad attached to the terminal, you will be required to sign.

You are allocated a PIN by us when you get your card, but you can change it at most cash machines to one you’ll more easily remember (but we won’t allow patterns such as 1234 or 7777). If you forget your PIN and enter it incorrectly four consecutive times, the PIN becomes locked and you’ll need to sign a paper receipt to confirm that you’re the cardholder; to unlock it again, call 0800 062 062 and speak to an adviser.

Forgotten your PIN?

If you have forgotten your credit card PIN, you can use our secure Online Card Services service to get a PIN reminder. You’ll be able to securely view your PIN at your convenience.

Where can I change my PIN?

Currently the following banks have cash machines with PIN services, where you can change or unlock your PIN by following on-screen instructions.

In the United Kingdom:

  • Abbey
  • Alliance & Leicester
  • Bank of Scotland
  • Barclays
  • Clydesdale Bank
  • Co–operative Bank
  • Halifax
  • HSBC
  • Lloyds TSB
  • Nationwide
  • Natwest
  • Northern Bank
  • Royal Bank of Scotland
  • Yorkshire Bank

Card Verification Code (CVC)

Card Verification Code (CVC) image

The CVC code is a unique feature of Visa and MasterCard cards and an added layer of security. It includes a 3 digit number on the back of your card (usually on the signature strip).

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What is 3D Secure?
MasterCard SecureCode™ and Verified by Visa™ (also known as 3D Secure) are the leading security systems for authenticating credit card transactions online, so you can feel confident when using your credit card for purchases over the internet.

How does 3D Secure work?
3D Secure protection is provided automatically with your credit card with no need to register or create a password to benefit from this added layer of security. The majority of online transactions will be automatically processed, however from time to time you may be prompted for additional information linked to your account to authorise the purchase.

Why do I need 3D Secure protection?
Your account information will be protected when you use your card for purchases online, so you can shop quickly and conveniently without compromising your security.

Zero fraud liability

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If your MBNA card is used without your knowledge or consent, you will not be liable for fraudulent use. So it’s important you contact us immediately if you think your card has been lost or stolen, or if you notice any unusual transactions on your account.

Members of CIFAS

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MBNA is a member of CIFAS—the UK’s fraud protection service with 270 members spread across the financial community. The aim of CIFAS is for members to share information about identified frauds to help prevent fraud.

Our security policy

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We operate a strict security policy designed to protect your personal information. Our code of ethics means that any MBNA staff that access personal information must complete privacy and information security awareness training annually.

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