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Frequently asked questions

Here you'll find answers to frequently asked questions - from how to make a payment, to what to do if you spot a transaction you don’t recognise.

What should I do if my card's lost or stolen?

If you think your credit card's lost, stolen, damaged, or you don't recognise a transaction, please let us know as soon as possible by calling 03456 062 062 (or 0044 1244 659005 from outside the UK). If you're calling from abroad, please place the call through the international operator.

We'll send you a new card with a new account number which you can activate online, and a new account will show in your existing Online Card Services within a few days. If you’ve added your credit card details to a mobile device so you can make payments, you’ll need to update those details when your new credit card arrives. If you have monthly subscriptions set up on the account, please update them with your new account details too.

Check out our security page to find out more about keeping your card and account details safe.

How do I change my personal details?

You can update your postal address, email address, phone number and much more using Online Card Services. If you'd rather do it the old-fashioned way, give us a call on: 03456 062 062

I'm planning on using my card abroad, what do I need to know?

Your credit card is ready to use in most countries around the world both for shopping and withdrawing cash. There's no need to let us know before you jet off, but it's a good idea to check your card won't expire while you're away. 

To get all the facts about using your card and making payments in other countries, plus an up to date list of restricted countries where you can't use your card, have a look at our travelling abroad page.

Remember: fees will apply if you use your card outside the UK, so whether you're withdrawing some euros or spending those dollars in a gift shop, you'll have to pay a bit extra. Take a look at our fact sheet for more details and check your terms and conditions for applicable fees and charges.

How do I redeem my rewards (Reward Points, cash back or airmiles)?

How to redeem MBNA Reward Points
You can redeem your Reward Points for a fantastic range of rewards, such as household items, gadgets or even leisure vouchers to put towards a trip away. You can also donate your Reward Points to charity and we'll match your contribution. Charities you can choose include Breast Cancer Now, British Heart Foundation, WWF and UNICEF.

You can browse by category, or enter a keyword into the search box if you know roughly what you'd like. Use the shopping basket to add or remove individual items, then follow the simple instructions to 'checkout'.

Check your Reward Points balance to find out how many you have available to redeem:

  • Log in or register for Online Card Services.
  • See your 'Rewards' balance on the 'Your Account' page.
  • Select 'Redeem your points'.

When redeeming Reward Points, you have the option to contribute towards higher value items or pay the difference using your rewards credit card (this doesn't include cash items, shopping vouchers and football club experiences/merchandise).

How much are Reward Points worth and how long are they valid for?
The redemption value of your Reward Points will vary based on your choice of redemption items. Bear in mind that it's sometimes necessary to vary the level of points needed to redeem against certain items. You can check the actual level of points when you come to redeem. The points value of all items featured on the rewards website includes a delivery charge.

The length of time rewards are valid for will depend on the rewards programme you are on. If unused, Reward Points will expire after a set period (check your rewards programme rules for details). MBNA Reward Points expire 36 months after they have been earned.

Who can redeem?
Anyone with access to your credit card account can redeem your Reward Points. That includes any additional cardholders you've added to your credit card account. Points cannot be transferred from one account to another.

How to redeem cash back
Cash back will be paid directly to your MBNA credit card account once a year, in accordance with the programme rules.

How to redeem your airmiles
Please take a look at the airline’s rewards programme to redeem airmiles.

How do I make a PPI enquiry or complaint?

You'll find all the details you need about making a PPI enquiry or complaint at our dedicated page - Payment Protection Insurance (PPI) Enquiries and Complaints.

How do you calculate my minimum payments?

The minimum monthly payment on your MBNA credit card is 1% of the amount borrowed plus interest and any late, overlimit or annual fees in most cases.

Here’s how it works: 

  • If you’ve got a balance of £25 or less, you’ll have to clear the balance on your statement.
  • If your balance is more than £25, your payment will be £25 or 1% of the balance on your statement, whichever is the greater. We’ll also add an amount equal to the default charges, card fees and interest for that month to the payment due.
  • If you’re in arrears (behind with previous payments) these will be added to the minimum payment but must be paid immediately.
  • If you would be left with a balance of £1 or less after your minimum payment amount, we’ll include it in your minimum payment.

If you only make the minimum payment each month it could take longer and cost more to pay off your balance, so it's a good idea to pay more if you can.

Our minimum payments page contains more detailed information about making your minimum payment, and what happens if you can't.

How do I make a payment?

There are lots of different ways to make payments to your account. Some are faster than others, so make sure your payment will clear in time for your due date. 

Take a look at our making payments page to find out how to pay by Faster Payments, debit card, Direct Debit and more. 

How do I activate my card?

So we know you've received your credit card safely, make sure you activate it as soon as it arrives.  

Simply log in or register for Online Card Services and select the 'Activate card(s)' link. Once you're logged in, you can also make payments, request transfers, manage your details and more.  

Alternatively you can contact us to activate your credit card by phone.  

Full information will be delivered with your credit card.  

If you have two cards in your name on a single account, activate just one and both will be ready to use. 

How can I contact you?

You can call us, write to us, and even message us securely using Online Card Services. For the full list of ways to say hello, have a look at our contact us page.

What interest rates am I paying on my account?

To view your current interest rate or promotional rates, log in or register for Online Card Services and select 'Manage Account'. If your account has a promotional rate, you'll see it under 'Promotional monthly rates on offer'. You'll also be able to find out when it expires and if it applies to purchases, transfers or both. 

If you've already made transactions at an existing promotional rate, the details will show in the 'Your current promotional monthly rates' section. Promotional rates will end sooner if you breach your terms and conditions (e.g. by failing to make at least your minimum monthly payments or by exceeding your credit limit). From the start of any statement period in which a breach occurs, any outstanding balances on your account will be charged at the standard rate for that transaction type.

Important
Not all accounts will have a promotional rate. Where no promotions are displayed, your interest rates will be the standard contract rates. You’ll also find details about your interest rates in your terms and conditions. 

You'll see that some transactions on your statement have rate codes next to them. These refer to the interest rate of each transaction for that statement period.

Where can I view my PIN online?

You can view your PIN securely using Online Card Services. Log in or register, then select the relevant option from the menu - you'll just need to answer a few questions for security.

You can change your PIN at various ATMs, but it depends on the type of card you have.

Visa, Mastercard & American Express® holders:

  • HSBC.
  • Lloyds TSB.
  • Royal Bank of Scotland.
  • NatWest.
  • Halifax.
  • Bank of Scotland.
  • Barclays.
  • Santander.

Visa cardholders:

  • Nationwide.
  • Yorkshire Bank.
  • Clydesdale Bank.

Customers in Northern Ireland: 

  • Ulster Bank.
  • AIB.
  • NIB.

Can I change my payment due date or the date my statement is produced?

Depending on the situation, we can sometimes change your payment due date. To find out more, give us a call on: 03456 062 062

Alternatively, send a secure message using Online Card Services - just log in or register and visit the Communication Centre.

If you use this service, we’ll send you an email when there’s a response to view online, so make sure your contact details are up to date.

Remember to check your junk/spam folders, just in case any messages from us end up there.

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