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.
We know how frustrating it can be to get your card declined. That’s why we’ve put together this page, so you can see all the possible reasons.
Your card hasn’t been activated
If you’re using a credit card, double check that it’s been activated and follow the instructions on the sticker if it hasn’t.
You have a card freeze in place
This is when you have applied a temporary card freeze on our app or by calling us. If you’re registered on the app, please check to see if you’ve applied a card freeze, or you can call us on 03456 062 062 .
You’ve reached your agreed credit limit
That’s the total amount of money you can borrow on your credit card at any one time. You may have reached it, or your transaction may have taken you over it. You can learn more about your credit limit on our website, app or by calling us on 03456 062 062.
Your card has expired
Double check the expiry date. We’ll send you a new card before the last week of your expiry month. If you haven’t received it, please give us a call on the number below.
You’ve reached your daily cash machine withdrawal limit
We set a daily withdrawal limit of £500 and you may have reached it. It’s also worth knowing that other lenders and cash machine operators can set their own limits as well.
If your card was declined while paying for something online or over the phone, it could be because of these reasons:
Your name and address don’t match our records
It’s worth checking that your name and address details match our records. If you need to update any details, you can find out how to do it on our updating your details page.
Wrong CVV number
This is the 3 digit number on the back of your card. You’ll always be asked for it if you pay for something online or over the phone. Double check that you’ve entered it correctly.
If none of those answers have helped you, please get in touch:
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.
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.
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.
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.
You can find instructions on how to do this within Online Card Services.
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 and most of your correspondence safely and securely online.
- Quickly and easily search your transactions by date or payment type.
- Cut down on paper.
Usually within 28 days of your first transaction.
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.
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.
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.
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.
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'.
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 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.