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.
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.
Our online services are available to MBNA credit card customers only.
-
Support if you are struggling to make payments
Credit Cards & Loans
If you need help with your payments, we have support options that could help.
You can use the MoneyHelper Money Navigator Tool to get instant help based on what you tell it about your circumstances.
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.
-
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.
-
Your money is safe in your account. We’ll never call, text or email to tell you to move money to another account, or ask for your banking details.
Fraudsters are using coronavirus 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, check reviews to make sure a seller is genuine. And pay by card as it helps to protect your money if there’s a problem.
Look out for other scams by email, phone and text that offer advice, a test or a cure for the virus. The NHS Test and Trace service is now running and it’s free. The vaccine is also completely free. If the NHS get in touch, they won't ask you to pay them or for any of your banking details. The NHS will never ask for copies of personal documents to prove your identity.
You can protect yourself by using the following steps:
- Hang up the phone – Fraudsters can pretend to be your bank or other companies you trust. We’ll never call from the number on the back of your card. If you’re not sure who is calling, hang up.
- Make sure it’s genuine – Even if you know who sent a message, be careful with one that arrives out of the blue. Check that it’s genuine before you reply. Call the sender on a number you trust, not one from an email or text.
- Click with care – Only click on a link in a message if you know it's safe and trust the sender. We’ll never send you a link to log on or ask you to give your personal or banking details.
Here are a few more tips to help you stay safe from scams:
- Protect your devices – Update all your devices as soon as updates are available. Know where your device is at all times and lock it when it’s not in use.
- Protect your passwords – Create a new, strong password for every account you use. It’s best to choose three random words and add numbers or special characters to make it hard to guess. And keep it private.
- Share with care – 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:
Be ready for changes when you shop online
We are adding extra security checks when you're shopping online, to make sure it's really you.
We can check by sending you a passcode to your mobile, calling your landline or you can use our card services app. Make sure you’ve given us your latest phone numbers, as if we can’t prove it’s you, your transaction will be declined. See our support page for changes to shopping and using your card online to find out more.
Other available support
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.
Useful links
MoneyHelper - coronavirus help
Gov.uk guidance for those more at risk from coronavirus
FCA – information for consumers dealing with financial difficulties due to coronavirus