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Experiencing difficulties

Read answers to frequently asked questions, including what to do if your card is lost, or you're experiencing financial difficulties.

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.

My card has expired but I haven't received a new one. What should I do?

There may be a number of reasons why you haven't received a new card from us. Call us on 03456 062 062 (or 0044 1244 659005 from outside the UK) and we'll be able to give you some more specific details.

I'm in financial difficulty. What can I do?

Please give us a call so we can help. Call 0800 028 0690, we're here Mon-Thu 9am-8pm, Fri 9am-6pm and Sat 9am-1pm.

For more guidance and support, visit our managing debt page.

If I'm on a payment arrangement, what happens to my interest rates?

Each payment arrangement is individual, and in some instances we may look to reduce interest rates and fees from being added to your account.

For more information on your current interest rates, log in or register for Online Card Services and select 'View Rates'. This will show your contractual rates.

For any other rate questions please call us on 0800 028 0690.

My card is damaged, how do I replace it?

You can request a new card using Online Card Services. Select 'Manage Account', then 'Replace card' to get started. If you're over your account limit or have missed a payment, this option might not be available to you. 

If my card is lost or stolen do I need to re-register for Online Card Services?

No, you won't need to re-register.

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 tell you an account holder has died?

Losing a family member, friend or someone close to you is an emotional time, and can be overwhelming. We appreciate that dealing with practical matters at this time can be difficult, so we're here to help.

Call our Bereavement Team on 0800 066 5627, 9am-5pm.
Or write to us at: Bereavement Department, Customer Assistance, P.O. BOX 30, Chester, CH4 9FD.

When you contact us, please provide the following:

  • The date of death.
  • Where the death has been registered.
  • The name, address, phone number and email address of the person dealing with the customer's account.

Do you report all late payments to credit reference agencies?

We report information to the credit reference agencies each month. If a payment is late, it might show on your credit file as a default.

We can only change your credit file if there's incorrect information on it.

If you think we've made a mistake, write to us and include a copy of your credit file:

MBNA Limited
P.O. Box 1004
Chester Business Park
Wrexham Road
Chester
CH4 9WW

You can request a copy of your credit report from Experian, Equifax, Callcredit, or Noddle.

What happens if I can't make my minimum payment?

We can all face unexpected changes in life, which could make managing finances more difficult. We recognise the stress that debt can cause, so we've collated some information which you can use to help get yourself back on your feet financially.

If you think you might be experiencing financial difficulties, we're here to help you. To talk to us in confidence, call 0800 028 0690. We're here 9am-8pm Mon-Thu, 9am-6pm Fri, and 9am-1pm Sat.

It's important to stay up-to-date with your minimum payments, or you could be charged late fees and this could affect your credit rating. For more info about managing your payments, visit our managing credit page.

For more info, visit our minimum payments page.

Can you change my credit file?

We can't change your credit file unless it's incorrect. If you think we've made a mistake in how we've reported your info, you can let us know and we'll investigate.

Please send a copy of your credit report and explain the error by post to:

MBNA Limited
P.O. Box 1004
Chester Business Park
Wrexham Road
Chester
CH4 9WW

You can request a copy of your credit report from Experian, Equifax, Callcredit, or Noddle.

What should I do if I've entered into a debt management scheme?

Please give us a call on 0800 028 0690. We're here Mon-Thu 9am-8pm, Fri 9am-6pm and Sat 9am-1pm. We'll need some information from you, so please make sure your paperwork is close to hand.

For more guidance and support, visit our managing debt page.

Do you offer short settlements?

Call us on 0800 028 0690 to discuss your case individually. We're here Mon-Thu 9am-8pm, Fri 9am-6pm and Sat 9am-1pm.

I can't manage my account by myself anymore, what can I do?

Someone you trust can help you manage your credit card account.

Power of attorney - the nominated person will be able to manage your credit card account and make decisions for you.

Letter of authority - this doesn't give permission for someone to manage your account, but they will be able to discuss your account with us.

Call us on 0800 876 6891, Mon-Fri, 9am-4.45pm, to talk about your options.

What does my 'Notice of Sum in Arrears' letter mean?

You'll receive a 'Notice of Sum in Arrears' letter if you've not made all or some of your minimum payment for 2 months. The letter will include info on what to do next and how we can help if you are currently experiencing or think you're about to experience financial difficulties.

For support, take a look at our managing debt page.

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