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.

What you can do before you get in touch

We’ll work hard to resolve your issue as quickly as possible. However for some issues, we won’t be able to help you until you’ve done the following:

Contact the business or retailer

Contact the business or retailer

For some issues, we won’t be able to help you until you’ve done this.

Give them time to respond

Give them time to respond

If you tried to contact them more than 15 days ago, we should be able to help.

Keep evidence

Keep evidence

Sometimes we’ll ask to see things like an invoice, a picture of the item or a screenshot of the transaction.

How to raise a credit card dispute
 

You can let us know about a payment or purchase that doesn’t seem right through our online form.

Submit a payment dispute

Call us on 0345 606 2062 or +44 (0) 1244 659 005 if you're calling from abroad. Lines are open 8am – 6pm, 7 days a week. Closed on Bank Holidays. Not all Telephone Banking services are available 24 hours a day, seven days a week.
 

Please follow the steps below in order to make a claim using the Mobile Banking app.

  1. Login to our MBNA Mobile App
  2. Go to your statement page and tap the transaction you would like help with
  3. Select 'Help with this transaction'
  4. Select the question 'Paid for an item or service and have an issue?’

If you don't have access to the app you can download it by scanning the QR code below.
 

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  • Stay up to date with notifications.

 

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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.
  • We aim to resolve credit card claims within five working days. If you’ve already raised a claim with us, we are working through these as quickly as we can. 

  • 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.

  • We always recommend contacting your travel provider directly first. If you’ve contacted or attempted to contact the provider and can't resolve the issue, we may be able to support you. Guidance depends on your situation:

    I decided to cancel – If you cancelled your booking and the service was still available, then we may be able to help, provided you followed the cancellation policy set out by the travel provider. If you have followed the cancellation policy, including paying any cancellation fees and haven’t received a refund that you are entitled to, then you can raise a credit card dispute

    The travel provider cancelled – If the trip was cancelled by the travel provider, we may be able to help you, depending on why they cancelled your trip. In most cases you are entitled to a refund, however the travel provider may offer you an alternative, for example, different dates or a credit voucher. If you are not happy with their response, then you can raise a credit card dispute.

  • Cancelled or postponed events – if you’ve bought a ticket for a cancelled event from an official seller or reseller, you may be entitled to a refund from them. You may not get back any additional costs paid such as postage or booking fees. You’ll need to check their terms and conditions to see if you are entitled to your money back. 

    If the organisers are planning to move the date of the event, your tickets should be valid for the new date. If you can’t make the new date, you can request a refund from the ticket retailer, but you’ll need to check your booking terms and conditions. 

    Cancelling or postponing a personal event, such as a party or wedding, will depend on what agreements you have with your suppliers. Speak to your venue, caterers, etc about your options. If your supplier cancels, you may be entitled to a refund. This will depend on the terms and conditions of your booking.   ​

    If you have insurance, check your policy, or speak to your insurance provider about what you can claim.​

    Travel and hotel costs – if your event has been cancelled but you also booked travel and accommodation to attend, get in touch with the organisations you booked with to see whether the service is still available. You may be able to get a refund or rebook for a later date. ​​

    Packages with flights, hotels and event tickets included may be covered under your travel insurance.

    Credit card refunds​​  You can make a claim if you believe that you have paid for an item or service that has not been delivered or was not as described. You may be able to claim for refunds not received and where retailers aren’t following their terms and conditions.

    However, it only covers goods and services valued over £100 and under £30,000. You can find out more about Section 75 here.

  • In the first instance, please check the website or any correspondence from the travel provider, or their administrator to understand how to get a refund.

    Lots of flights and holiday purchases are covered by protection schemes, such as ATOL, who may refund you when a travel provider ceases to trade. Most of these schemes will provide you with a certificate so please check your booking confirmation, the travel provider’s website or the administrator of your travel provider.

    If your booking is protected, please follow the guidance that will be issued by your protection scheme on their website.

    If you’re unable to claim a refund through a protection scheme and you paid for your travel with your MBNA credit card, see How to raise a credit card dispute.

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.