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      Statements and transactions

      Read answers to frequently asked questions, including how to cancel subscriptions and what to do if you don’t recognise a transaction.

      • Applying for a card
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      • If I don't recognise a transaction on my statement, what should I do? expandable section

        If you don't recognise a transaction on your statement, there's a few things to check before you report it as fraud:

        • Find out if any authorised cardholders made it.
        • Search the internet for the merchant's name if you don't recognise it - they might be trading under a parent company you're not familiar with.


        If the transaction definitely wasn't made by you, call us immediately on 0800 587 0997 (+44 1244 757 236tel:+441244757236 tel:+441244757236tel:+44 1244 757 236 from outside the UK). Standard network charges may apply.

      • Can I cancel a transaction on my account? expandable section

        You can't cancel a transaction after you've authorised it. If you change your mind about something you've bought with your credit card, the retailer might offer a refund. A refund will usually show in Online Card Services one working day after it processes, or on your next statement.

        To cancel a subscription or regular payment, give us a call on 03456 062 062 (or +44 1244 659 005tel:+44 1244 659 005 from outside the UK). Lines are open 7am-11pm every day. Standard network charges may apply.

        You might need to contact the merchant/service provider directly too, and arrange a different method of payment.

      • What do I do if I want to make a credit card dispute? expandable section

        If you don’t get the goods or services you've paid for, they're not as described, or a retailer you've bought from goes into liquidation, we're here to help. Check out your options on our credit card protection page.

      • Where can I see a list of recent transactions? expandable section

        If you're between statements, you can check your recent transactions using Online Card Services - just log in or register to get started.

        You can also check this information when you’re out and about using the MBNA Card Services App.

      • How do I switch to paper statements? expandable section

        If you'd rather receive statements by post, you can change your preferences online, or by calling 03456 062 062 (+44 1244 659 005tel:+44 1244 659 005 from outside the UK). Lines are open 7am-11pm every day. Standard network charges may apply.

      • I want a copy of an old statement – how do I do that? expandable section

        If you want a copy of a statement that isn’t online, you’ll need to call us on 03456 062 062 (or +44 1244 659 005tel:+44 1244 659 005 from outside the UK). Lines are open 7am-11pm every day. Standard network charges may apply.

      • How do I view, print or download my statement? expandable section

        You can find instructions on how to do this within Online Card Services. 

      • How do I go paperless and what are the benefits? expandable section

        Most new accounts are set up with paperless statements as standard, but you can also manage your preferences within Online Card Services.

        Here's why you should go paper-free:

        • Download and access your statements safely and securely online.
        • Quickly and easily search your transactions by date or payment type.
        • Cut down on paper.
      • When will I get my first statement? expandable section

        Usually within 28 days of your first transaction.

      • Can you explain the ‘Dispute Resolution' message on my statement? expandable section

        This message tells you that if you have a complaint to get in touch with us. We're committed to handling complaints fairly and promptly. If you're unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service. You might find our complaints procedure useful.

      • What does the 'Minimum Payments' message on my statement mean? expandable section

        This message is to make sure you're fully informed about the potential implications of only making minimum payments, and what it means for your balance. Find out more on our minimum payments page.

      • What are annual statements? expandable section

        An annual statement gives you an overview of your account activity over the last 12 months.

        Rather than being issued separately, when it’s due, your annual statement will be included with one of your monthly statements.

        If your account’s set up with paperless statements, you’ll need to log in or register to view them online.

      • Why are there different interest rates for the same types of transaction on my statement? expandable section

        Transactions of the same type (e.g. card purchases) made at a promotional rate will be charged at that rate until the promotion ends.

        New card purchases that aren't eligible for that promotional rate will be charged at the standard rate, which is why multiple interest rates may show on your statement for the same transaction type.

        Your latest statement includes details of offer expiry dates and rates that currently apply to portions of your outstanding balance. You might find the ‘Breakdown of balance’ and ‘Summary box’ on the statement particularly helpful.

        If your account is set up with paperless statements, you’ll need to log in or register to view them online.

        Good to know

        Details of your promotional and standard interest rates can also be found in your credit card terms and conditions.

      • When will I be able to view transactions? expandable section

        Most transactions will appear in your online account within 5 days, but it can depend on the merchant/retailer. Transactions that haven't been processed yet might show as 'Pending transactions'.

      • I'm not getting my statement reminder emails, what should I do? expandable section

        You need to check we've got the right email address for you. If you need to update your details, visit our guide to find out how.

        Remember to check your junk/spam folders, just in case any emails from us end up there. You might like to add our email address to your ‘safe list’ so you’re more likely to get our messages.

        If you’re still having trouble, call us on 03456 062 062 (or +44 1244 659 005tel:+44 1244 659 005 from outside the UK). Lines are open 7am-11pm every day. Standard network charges may apply.

      • How will I get my final statement after closing my account? expandable section

        If you usually get your statements by post, you'll get your final statement that way too.

        If you’re planning to close an account where you receive online statements, please make sure you print any copies you need before then, as you may not be able to access them once the account’s closed.

       

      Credit cards: are issued by MBNA Limited. Registered Office: Cawley House, Chester Business Park, Chester CH4 9FB. Registered in England and Wales under company number 02783251. Authorised and regulated by the Financial Conduct Authority. MBNA Limited is also authorised by the Financial Conduct Authority under the Payment Services Regulations 2017, Register Number: 204487 for the provision of payment services.

      Personal loans: for personal (unsecured) loans, MBNA Limited:

      • Works exclusively with Lloyds Bank plc.
      • Is a credit broker and not the lender.

      MBNA is a trading style of Lloyds Bank plc. Lloyds Bank plc Registered Office, 25 Gresham Street, London EC2V 7HN. Registered in England and Wales number 2065. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278. Lloyds Bank plc adheres to the Standards of Lending Practice, which are monitored and enforced by the Lending Standards Board.

      MBNA Limited and Lloyds Bank plc are both part of the Lloyds Banking Group. More information on the Group can be found at www.lloydsbankinggroup.com.

      The issue of a credit card or loan and the amount of credit or lending offered to you depends on an assessment of your personal circumstances. To apply, you must be a UK resident aged 18 and over.

      For credit cards and loans, the interest rate offered to you will also be based on this assessment.

      Calls and online sessions (e.g. completing an application) may be monitored and/or recorded for quality evaluation, training purposes and to ensure compliance with laws and regulations. Not all telephone banking services are available 24 hours, 7 days a week. Please speak to an adviser for more information.

       

       

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