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.
 

Telephone

We want to keep our phone lines available to help customers who are in the most vulnerable situations, please only call us if your enquiry is urgent.

We have a dedicated phone number for customers who are aged 70 and over or who need additional support.

You can still use our Online and Mobile services to manage your account.

If you need to call us, you can do this direct from your Card Services app.
As you’re already securely logged in, we’ll already know it’s you.
Learn more about the Card Services app

Be ready for an additional check when you shop online

To make shopping online even safer, soon you’ll notice an extra security step to check it’s really you. Make sure you’ve given us your latest phone numbers. To check login to Online Card Services, use our card services app or see our support page for changes to shopping and using your card online for more information.

Frequently asked questions

How can I help somebody else?

Whether you’re setting up a Power of Attorney, need to help someone bank from home or need support following a bereavement, see our guidance.

Helping others

What if my travel or event has been disrupted?

Here's how we can help with event or travel disruption.

Travel & event disruption

How can I get support with my finances?

If you’re struggling to make payments or your income has been reduced, we may be able to help.

Finance support


 

Money worries

Help managing your money
 

Stay safe online
 

  • 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.