Coronavirus (COVID-19): help and support for customers
You may be concerned about coronavirus and the impact it could have on your finances. We want to help so here is some important information about how we can support you during this time.
Make the most of Online Card Services
- 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.
There are quick links below to useful content and application processes that may help you manage your money.
We’re here to support you as much as possible with your finances during these challenging times. We know you might be worried about finding time to manage your money, and we’d like to reassure you that we’re committed to helping you, as you’re helping us. Although we encourage everyone to continue using our online services, we understand that you sometimes will need to speak to a person. So we’re giving you priority access to our call centre. We’ve also listed a number of different ways that we can help you manage your money in these times.
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.
We’re here to support you throughout the coronavirus crisis, no matter the situation. And if you’re going to struggle to make your monthly payment because of coronavirus, you may want to think about taking a payment holiday. A payment holiday is subject to approval, but if accepted you won’t need to make the usual payments to your personal credit card for up to 3 months. We have support available if you need more guidance.
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.
Payment holidays may not be right for everyone. Your minimum payment and the total amount you owe may go up. This is because interest is still charged throughout the payment holiday (unless you pay 0% interest).
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.
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.
We’re here to support you throughout the coronavirus crisis, no matter the situation. And if you’re going to struggle to make your monthly repayment because of coronavirus, you may want to think about taking a repayment holiday. A repayment holiday is subject to approval, but if accepted you won’t need to make the usual loan payments for up to 3 months. We have support available if you need more guidance.
To ask for a repayment holiday, please complete our loans repayment holiday form and we’ll take care of the rest for you. 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. If it is still cancelled when we try to collect again, you may be charged additional interest, fall into arrears and your credit rating may be affected.
If your loan payment 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 payment is due now and you’re unable to make the payment, we won't charge you a fee.
We can only give a repayment holiday if your loan payments are up to date or you have missed one payment due to coronavirus. If your loan is in arrears, we have other ways of helping you. Please visit our Managing Debt page to find out more.
Repayment holidays may not be right for everyone as we’ll extend the length of your loan at the end. This is so you can make up the payments you missed. We still add interest to your loan during the break. Because you’ll be borrowing for longer and interest is still charged, the amount you repay overall will increase.
End of your repayment holiday
You may be coming close to the end of your repayment holiday period. Remember there is no need to contact us, we’ll be in touch before your current repayment holiday ends on how we can help.
From the 1st April you can spend up to £45 on your contactless credit card. We’ve increased contactless payment limits in line with the national roll-out.
We’re here to help to make the process as simple as possible. The easiest way to contact us to notify us of a death is to use our online form.
Once we’ve received your notification we’ll freeze the account. Once you have a death certificate, we’ll still need you to get in touch so that we can help you with the next steps.
If you already have a death certificate, please call our Specialist Bereavement Team and we’ll guide you through the next steps.
We have more information on our dedicated bereavement page.
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.
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.
Managing your mental health during the coronavirus outbreak
On March 16th the UK Government announced social distancing measures for everybody, not just those who are experiencing symptoms of coronavirus and other illnesses. It’s currently uncertain as to how long this will last. This is unlike anything most of us have experienced before, and it can feel strange, confusing and overwhelming.
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.
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.
Helping our customers stay digitally connected
We’ve teamed up with We Are Digital to help people learn how to access essential services on the internet, whilst staying safe at home.
We understand that staying at home can be a challenge for customers without local help, so We Are Digital has been created to help people learn easy and safe ways they can get what they need. We Are Digital offer free training and guidance on how to use the internet. Topics include: online food shopping; booking a doctor’s appointment; using the NHS website; staying in touch with friends and family through video calls; as well as Online Card Services and more.
To get help you can contact We Are Digital on 0345 222 0333 from Monday to Friday 9am – 5pm.