What are payment disputes?

There are a number of reasons why you might want to dispute a credit card payment.  Here's a handy checklist of the most common credit card disputes that customers have raised a claim for.

You can raise a credit card dispute:

  • When you haven’t received the item paid for
  • Where the item or service received was not as described
  • Where a service has been paid for and not received
  • Where you have been charged twice for the same product or service.

Important information: payment dispute claims are not covered where you have changed your mind about buying a product or service.

Making a claim for a cancelled package holiday, flights or accommodation

If you’re struggling to get a refund from the travel provider, and you paid on an MBNA credit card, we may be able to help. Use our travel disruption tool to see the options available to you before making a claim.

How to check a credit card payment

If you don't recognise a payment on your credit card statement, there are a few things you can do to check if a payment is genuine.

In the first instance, you should try to:

  • Check online for the company name if you don’t recognise a payment.
  • Check for any expected purchases with another company e.g. Amazon, eBay, PayPal.
  • Contact the company to resolve.

If you are still unable to identify the payment or resolve the payment dispute with the company where the goods or services were purchased, you can contact us to raise a payments dispute.

How to raise a payment dispute

Let us know about a card payment or purchase that doesn’t seem right.

We’re here to help if you’ve had a problem with a transaction on your credit card. Maybe there’s something wrong with what you’ve bought. Or perhaps you’re still being charged for a service you no longer use.

Find out how to make a claim online

Your MBNA credit card could help

In certain circumstances, if you have a dispute with a credit card purchase, you could be refunded for the transaction.

As a credit card customer you are protected by Section 75 of the Consumer Credit Act 1974 or the regulation for Chargebacks under MasterCard®.

Credit card protection

Frequently asked questions

  • Section 75 of The Consumer Credit Act 1974 gives credit card customers legal rights if they’ve paid for goods or services using their credit card.

    It applies when the total price of the goods or services is between £100 and £30,000 and all or part of the purchase price was made using a credit card.

    If you’ve bought something using your credit card, the credit card issuer and the merchant may be equally liable for compensating you if things go wrong. For example if there's a breach of contract or misrepresentation by the merchant against you, you may be able to successfully claim a refund through us.

    Read more about Section 75.

    Next steps

    We will need to show that the company has not complied with their legal obligations or has misled you.

    For all cases we will need the following documentation:

    • A full covering letter detailing the exact nature of your claim and what you have done so far to resolve it directly with the company
    • A copy of your invoice, contract and terms and conditions – if available
    • A copy of all additional payments made to the company that are not on your credit card

    Depending on the circumstances of your claim we may also need any other supporting evidence which is related to the case. For example, evidence that the company is no longer trading, copies of warranties, photographic evidence etc.

    We recommend that you only send in photocopies of receipts and invoices.

  • We can assist in cancelling future recurring payments from your account. You may also try to cancel with the company yourself. If you have previously cancelled a subscription, we may be able to claim back any payments taken after the date you cancelled.

    How we can help

    All you need to do is contact us. If the company hasn’t taken a payment before, you will need to contact them directly to prevent the payment being taken from your account.

    We will need the following information:

    • The name of the company
    • The date of the last payment
    • Or, if they haven’t taken a payment, when you expect it to be first paid.
  • If you’re not sure about the details of a transaction on your account it may be that you don’t recognise the date, amount or company name, we’re here to help.

    To help you identify these transaction, follow the simple steps on our unrecognised transactions page.

    Find out more about statement and transactions

  • If you’ve been charged more than once for a purchase made through the internet, mail order or over the phone, we may be able to claim the amount back from the company. If this has happened to you please contact us.

    Where you’ve entered your PIN twice at point of sale, we recommend that you seek assistance from the company first. They may be able to process a refund to your account.

    If the company has given you a refund receipt, but no refund is showing on your statement, you may be able to claim under Section 75 of the Consumer Credit Act 1974. We will require a few things from you to enable us to review your dispute.

    • A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given
    • Confirmation that your card was in your possession at all times
    • If there was any error at point of sale which resulted in you having to enter your PIN twice.
  • If you have placed an order and received goods that are faulty, damaged, fake or not as described when the purchase was made, there are things you can do.

    1. In the first instance you will need to contact the company you ordered the goods from and either ask for a suitable replacement, exchange or a refund.
    2. If you're unable to resolve the issue with the company directly, we may be able to raise a dispute against the company for the amount paid.
    3. If you've received goods that you believe are fake, we can help you to claim the money back if we have evidence of this. You may be able to claim under Section 75 of the Consumer Credit Act 1974.

    Next steps

    Before we can raise a dispute on your behalf, you must have:

    • tried to resolve the issue with the company
    • you must have also attempted to return the goods or made them available for collection to the company.

    If you don’t receive a refund or replacement after 15 days from return date, we will require a few things from you to enable us to review your dispute.

    We will need:

    • A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given
    • An invoice showing what was ordered
    • Proof of what was received (including details of any fault or damage)
    • Proof of return to the company and proof the company have received the returned goods (If returning goods, we suggest you use a traceable method).

    Call us on 0345 607 2271 or +44 (0) 1244 757 223 if you're calling from abroad.

    Lines are open Mon - Fri, 9am - 5pm.

Making sure you get a fair deal

We want you to find a product that's right for your circumstances. This is why MBNA adhere to the Standards of Lending Practice, which are monitored and enforced by the Lending Standards Board.

To find out more you can read the statement of responsibilities (PDF), which details what's expected of MBNA (part of Lloyds Banking Group) and you the borrower.