Coronavirus - Frequently Asked Questions
1. Is it safe to withdraw money and pay with cash?
2. I have received a refund on my credit card, how can I transfer it to a bank account?
3. My travel booking which I paid for on my credit card has been cancelled, can I get a refund?
4. What should I do if I can’t keep up my payments on my loan or credit card due to coronavirus?
-
To keep your money safe, we’d advise you not to carry large sums of money. A quick way to pay for your purchases is by using your credit card.
We’ve increased the contactless payments limit for credit cards to £45. The £45 limit increase may not be available in all shops, as not all systems have been updated yet, so it’s best to check with the retailer first. You can also use your credit card for online purchases.
If you lose your card or if it is stolen, you can cancel your card and request a new one. You can freeze your card if you’ve temporarily misplaced it, with the handy Card Freezes feature on our Cards Services App. For added control, you can also choose how and where your card can be used.
-
If you have received a refund that has put your card balance in credit, don’t forget you can just use this by spending on your card as usual. Alternatively, if you have a 'Money Transfer' option available, you can transfer credit amounts over £100 to your bank account.
Please note: You will not receive/or be charged interest on the value of any credit balance you hold on your card. Any fee charged for making a money transfer from a credit balance will be refunded within 28 days.
You can ask for a money transfer via Online Card Services or our Card Services App and find more information about what you need to know on our money transfer page. Money transfer requests are subject to eligibility and security checks, but these won’t leave a footprint on your credit file.
-
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 their web pages to understand how they can best help you.
- British Airways webpage
- easyJet webpage
- Emirates webpage
- Hays Travel webpage
- Jet2.com webpage
- Love Holidays webpage
- Ryanair webpage
- Tui webpage
- Trailfinders webpage
- Virgin Holidays webpage
MBNA is not responsible for the content or function of third-party websites.
If you’re struggling to get a refund from the travel provider, and you paid on a credit card, we may be able to help. Use our handy travel disruption tool to see the options available to you.
You can also find more information and support in our frequently asked travel questions.
-
If you are going to struggle to make your monthly repayments due to coronavirus, we have online support available.
Find out about what support is available for you.
Additionally, the Money Advice Service Money Navigator Tool also gives instant help based on what you tell it about your circumstances. You can also call the Money Advice Service on 0800 138 7777. Lines are open Monday to Friday, 8am to 6pm.
-
If you’ve bought a ticket for a cancelled event from an official seller, you may be entitled to a refund from them. You may not get back any additional costs paid such as postage or booking fees. The same rule should apply to entry fees if you’ve paid to take part in an event or competition – such as a marathon or cycling race, but you’ll need to check with the event organiser’s terms and conditions.
If you have bought tickets through a ticket reseller, you will need to check their terms and conditions to see if you will get your money back. Please consider these refunds may be taking longer than expected due to knock on impacts of coronavirus.
-
If the organisers are planning to move the date of the event, your tickets should be valid for the new date. If you can’t make the new date, you can request a refund from the ticket retailer, but you will need to check your booking terms and conditions. Again, you are unlikely to get back any postage costs or booking fees. Refunds from ticket-reselling websites will also depend on their own terms and conditions.
-
If your event has been cancelled but you also booked travel and accommodation to attend, get in touch with the organisations you booked with to see whether the service is still available. You may be able to get a refund or rebook for a later date.
Packages with flights, hotels and event ticket included may be covered under your travel insurance. Find out more about help with travel disruption.
-
Cancelling or postponing a personal event, such as a party or wedding, will depend on what agreements you have with your suppliers. Speak to your venue, caterers, etc. about your options. You may not get your deposit or other payments refunded if you cancel completely. If your supplier cancels, you may be entitled to a refund. This will depend on the terms and conditions of your booking.
If you have wedding insurance, check your policy or speak to your insurance provider about what you can claim.
-
If you paid on a credit card, you can raise a payment dispute. You can make a claim if you believe that you have paid for an item or service that has not been delivered or was not as described. You may be able to claim for refunds not received and where merchants aren’t following their terms and conditions. Find out more about payment disputes.
-
If you paid by credit card you may be able to claim a refund under Section 75 of the Consumer Credit Act if you are eligible. Section 75 rights are only available where the seller/provider has misrepresented something or if there has been a breach of contract.
You may be able to make a claim from your credit card provider for the loss you have suffered. However it only covers goods and services valued over £100 and below £30,000. You can find out more about Section 75 and how to make a claim if you have a credit card with us.
-
We have set up a dedicated phone number for customers aged 70 and over or who are listed as vulnerable.
- If someone you know is 70 or over, or listed as vulnerable – ask them to find the letter or email we’ve sent recently regarding this service.
-
There is government guidance on shielding and protecting people identified as extremely vulnerable to coronavirus. To register yourself or a family member as extremely vulnerable visit https://www.gov.uk/coronavirus-extremely-vulnerable.
-
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.
-
How do I tell you that someone has died? How do I tell you that someone has died? expandable section
We’re here to help make the next steps as simple as possible for you. The easiest way to let us know about a death is to use our online form.
Once you’ve told us, we’ll put a stop on the accounts. So we can understand the next steps and close the accounts we’ll need you to provide us with a copy of the death certificate. If you already have this, please call our Specialist Bereavement Team 0800 028 0691 phone lines are open Monday – Sunday 8am to 8pm. We’ll take you through everything you need to know, what will happen next and answer any questions you may have.
We have more information on our dedicated bereavement page.