Coronavirus - Frequently Asked Questions

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
  • British Airways Coronavirus page
• easyJet webpage
  • easyJet Coronavirus page
• Emirates webpage
  • Emirates Coronavirus page
• Hays Travel webpage
  • Hays Travel Coronavirus page
• Jet2.com webpage
  • Jet2.com Coronavirus page
• Love Holidays webpage
  • Love Holidays Coronavirus page
• Ryanair webpage
  • Ryanair Coronavirus page
• Tui webpage
  • Tui Coronavirus page
• Trailfinders webpage
  • Trailfinders Coronavirus page
• Virgin Holidays webpage
  • Virgin Holidays Coronavirus page

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.

We’re here to support you throughout the coronavirus crisis, no matter the situation. 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 repayments for up to 3 months. We have support available if you need more guidance. 

To ask for a repayment holiday, please use our support tool 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 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.

We can only give a repayment holiday if your loan repayments 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.

The Money Navigator Tool offered by the Money Advice Service, 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.

Explore your options and find out more.

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.

Find out about your options at the end of your repayment 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. Or visit our Payment Protection Insurance page for more details.

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).

Explore your options and find out how to apply online.

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. Or visit our Payment Protection Insurance page for more details.

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.

All about Power of Attorney