Coronavirus: help and support for customers
Coronavirus (COVID-19) has affected us all in different ways. We want to help so here is some important information about how we can support you during this time.
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We’re here to support you if you have been impacted by coronavirus, no matter the situation. So, if you’re going to struggle to make your monthly payment, you may want to consider asking for a payment holiday.
A payment holiday is subject to approval. If accepted, you won’t need to make the usual repayments for up to 3 months, this could be a reduced amount or a full break. We have support available if you need more guidance. Payment holidays may not be for everyone. The amount you owe will go up and you will pay more interest overall.
Please visit our Managing Debt page to find out more ways we may be able to help you.
We offer payment holidays on:
Credit cards
If your payment is due now and you can’t make the minimum payment, we won't charge a late payment fee or remove any promotional interest rates in the short term.If you need more support, our support tool will help you decide which option is best for you and your needs.
Loans
If your loan repayment is due within the next 7 working days, you will still need to make this payment and any repayment holiday you are given will start the following month. If you have a joint loan, any repayment holiday will be given to both of you. If your repayment is due now and you’re unable to make the repayment, we won't charge you a fee.Explore your options and find out more.
There's no need to cancel your Direct Debit. But if you have, you need to make sure you can start repayments again after the repayment holiday. You can do this by re-instating your Direct Debit.
End of your payment holiday
You may be coming close to the end of your payment holiday period. Remember there is no need to contact us, we’ll be in touch before your current payment holiday ends on how we can help.Find out about your options at the end of your payment holiday.
If you have Payment Protection Insurance (LifestyleProtect) you may be able to claim under your policy if you are unable to work due to sickness or unemployment. Please call us on 0800 587 0525.
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If you need to increase your existing credit card limit, you don’t need to call us – you can apply using Online Card Services.
Using Online Card Services, just sign in and select ‘Manage credit limit’.
To request a credit limit increase, you’ll need a payment history of at least six months on your account. We’ll only offer you an increase if we think you can afford it. You can ask to lower your credit limit at any time.
Make the most of Online Card Services
You can look after your money safely and securely using Online Card Services and our Card Services app.
- View your balance and transactions quickly any time, from any device.
- Make payments, view your statements and payment due dates.
- Order a replacement card or PIN.
- Freeze transactions – using our app you can control how your cards are used, by freezing some transaction types.
We use the very latest security tech to help you stay safe online. And you’re always protected by our online fraud guarantee.
Other ways we can help
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If you have booked travel and your flights or holiday have been cancelled, you may be able to get your money back. This can be done through a number of ways:
Contact your travel provider
The company you booked with may be able to help. To resolve any travel disputes please contact the merchant in the first instance and check their website for helpful information.
Below are links to the web pages for the main travel providers used by our customers, which may help you further. We’ve also included the links for their coronavirus web pages, however we suggest you ensure you look at information across all of their web pages to understand how they can best help you.
MBNA is not responsible for the content or function of third party websites
Ways we may be able to help
If you’re struggling to get a refund from the travel provider, and you paid on an MBNA credit card, we may be able to help. Use our handy travel disruption tool to see the options available to you.
We know that this is a very confusing time, so we’ve answered some of your frequently asked travel questions to help make things simpler.
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Making a claim for a cancelled package holiday, flights or accommodation
If you’re struggling to get a refund from the travel provider, and you paid on an MBNA credit card, we may be able to help. Use our travel disruption tool to see the options available to you before making a claim.
Making a claim for anything else
We want to help you if you’ve had a problem with a transaction on your credit card. Maybe there’s something wrong with what you’ve bought or perhaps you’re still being charged for a service you no longer use.
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I’m caring for someone, how do I help them manage their money?
During these difficult times, you may need someone to help you with your finances or for you to help them with theirs. Power of Attorney could help. It gives you the legal authority to deal with third parties such as banks or the local council on behalf of the person you’re trying to help. This is a safe way of allowing you to help someone manage their finances, or for them to help you.
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Remember, your money is safe in your account.
People are using the coronavirus outbreak to try out new scams. They’re selling items online like face masks, testing kits and hand sanitisers that are fake or don’t exist. Before you buy anything online it’s a good idea to check reviews to make sure a seller is genuine and pay by card if you can as it helps to protect your cash.
There are also scams by email, phone and text offering advice, a test or a cure for the virus. The NHS test and trace service is now running. This is a free service. If the NHS contacts you, they won’t ask for any payments, or banking details.
You can protect yourself with the following steps:
- Hang up the phone – If you’re not sure who’s calling, hang up. Scam calls want your money or personal and banking details. They may ask you to speak to an operator or to press a button for more information.
- Inbox safety – If you get a message out of the blue, or you don’t know the sender, it could be a scam. Scam emails and texts can look odd, with spelling mistakes and messy layouts. It’s best not to open or reply to this kind of message.
- Click with care – You should only click on a link or attachment in a message if you know it’s safe.
Here are a few more tips to help you stay safe from scams:
- Device safety – Make sure to keep your device up to date, lock it when not in use and be careful what you download as it may contain a virus.
- Use strong passwords – When you need to set a password, make sure it’s hard to guess and don’t share it. A good idea is to use three random words.
- Social media safe – Take care with what you share on social media. Always keep your personal and banking details private.
We have more support available to help protect you from fraud:
Frequent questions from our customers
We've answered common questions on cancelled events, employee rights, payments and more.
Managing your mental health during the coronavirus outbreak
Whether you’re social distancing, self-isolating or a key worker, the coronavirus outbreak is unlike anything most of us have experienced before.
Many of us will be working from home, some may have lost their jobs and others may need to take time off work due to illness. All of which prevent us from having our usual daily interactions. This is bound to have an impact on our mental health. So what can we do to help ourselves and look after others during this time?
Our charity partner, Mental Health UK, has developed some useful tips and ideas to help people look after their mental health in such challenging times and some practical advice on how you can help your local community.
With our support, Mental Health UK has also launched a library full of tips and tools to help parents, guardians and carers have conversations about mental health with young people.
Further Support
Helping or caring for a loved one living with mental health issues can be challenging at the best of times. But the current coronavirus pandemic could create additional problems. Mental Health UK and Carers UK have developed some useful tips and ideas to help you look after your mental health in these challenging times, and some practical advice for anyone who would like to help.
Help managing your own mental health
Help managing someone else’s mental health
Carers UK
At Home Shouldn’t Mean At Risk – Domestic Abuse Support
We’re supporting the Government’s #YouAreNotAlone campaign, that helps those suffering from domestic abuse. If you’re worried or suspect that someone you know may be a victim of domestic abuse, you can get more information at gov.uk/domestic-abuse. If you’re in immediate danger call 999. If you can’t speak and are calling from a mobile, listen to the operator and, when prompted, dial 55 to connect to the police, who will help.
If I am impacted by coronavirus, what does it mean for my money?
Whilst the current focus is on people’s physical and mental health, the fallout and dramatic changes caused by the coronavirus outbreak could also have an impact on people’s financial wellbeing.