Transaction disputes
Got an issue with a purchase or transaction? We may be able to help you get your money back.
When to raise a transaction dispute
- You've used a credit card to buy goods or services.
- Goods or services you have bought don’t get delivered or are not as you expected.
- You've cancelled a subscription, but the payment still leaves your account.
You can dispute a transaction in the MBNA Mobile App if
- The payment was made online.
- The item or service you purchased was not received or a payment for a cancelled subscription was taken.
- The transaction was made in the last 6 months.
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The simplest way to raise a dispute is in our app. However, if you don't meet our criteria, or you don't use online services, you'll need to give us a call.
Frequently asked questions
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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.
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We aim to resolve all claims within five working days.
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A pending transaction is money that’s been put aside for the merchant to take. It is not for spending. The retailer will usually take the money after a couple of days, but sometimes it can take longer.
If the retailer cancels the transaction, or confirms the transaction has failed, it will automatically be removed from your transactions list.
Timescales for this vary but it should take no longer than a week. You won’t be charged.
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We can usually cancel your pending transaction if you have confirmation from the retailer that the payment won’t be taken.
You can cancel a pending transaction in the MBNA Mobile App or Online Services by selecting it from your transaction list and then clicking on ‘help with pending transactions’.
Before you contact us, you’ll need an authorisation code from the retailer you made the transaction with. This acts as confirmation that the retailer won’t take the payment. You’ll need to contact the retailer to get this before we can process your request.
An authorisation code is 6-digits, for example 032769. If you have duplicate transactions pending, you’ll need an authorisation code for each.