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 set aside for a retailer to collect from your account. They will usually take the payment within a few days, but sometimes it can take longer.
You can’t cancel a pending transaction yourself. If the retailer doesn’t take the payment, it will usually disappear from your account within a week - you don't need to do anything as this will happen automatically.
If something doesn’t look right, or you’re concerned about a pending transaction, we may be able to help. In some cases, we can remove it and return the money to your available balance within 24 hours. Just keep in mind, the retailer can still take the payment later. If your account doesn’t have enough money, it might push you into your arranged overdraft with daily charges, or into an unarranged overdraft, which could harm your credit file.
To talk to us, get in touch.
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A pending transaction is money set aside for a retailer to collect from your account. They will usually take the payment within a few days, but sometimes it can take longer.
You can’t cancel a pending transaction yourself. If the retailer doesn’t take the payment, it will usually disappear from your account within a week - you don't need to do anything as this will happen automatically.
If something doesn’t look right, or you’re concerned about a pending transaction, we may be able to help. In some cases, we can remove it and return the money to your available balance within 24 hours. Just keep in mind, the retailer can still take the payment later. If your account doesn’t have enough money, it might push you into your arranged overdraft with daily charges, or into an unarranged overdraft, which could harm your credit file.
To talk to us, get in touch.