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Statements and transactions

Read answers to frequently asked questions, including how to cancel subscriptions and what to do if you don’t recognise a transaction.

If I don't recognise a transaction on my statement, what should I do?

If you don't recognise a transaction on your statement, there's a few things to check before you report it as fraud:

  • Find out if any other authorised cardholders made it.
  • Log in to Online Card Services, view the statement, and click 'show details' beside the transaction. This will give you more details about the merchant.
  • Search the internet for the merchant's name if you don't recognise it, they might be trading under a parent company you're not familiar with.

If the transaction definitely wasn't made by you, call us on 03456 062 062 (9am-5pm, Mon to Fri) as soon as possible to report it.

Can I cancel a transaction on my account?

You can't cancel a transaction after you've authorised it. If you change your mind about something you've bought with your credit card, the retailer might offer a refund.

A refund will usually show in Online Card Services one business day after it processes, or on your next statement.

To cancel a subscription or regular payment, give us a call on 03456 062 062, Mon-Fri, 9am-5pm. When calling please say 'disputed transaction' into the automated service. You may need to contact the merchant/service provider directly too, and arrange a different method of payment.

How do I find out more about a Credit Card Dispute?

If you don’t get the goods or services you've paid for, they're not as described, or a retailer you've bought from goes into liquidation, we're here to help.

Section 75 of the Consumer Credit Act 1974 gives credit card customers legal rights if they’ve paid for goods or services using their credit card. It applies when the total price is between £100 - £30,000 and all or part of the purchase was made using a credit card. In these circumstances the credit card issuer and the merchant may be equally liable for reimbursing your losses if things go wrong.

There is also the 'Chargeback scheme' - particularly useful where the cost of the goods or services was under £100 and Section 75 doesn't apply. Chargeback can apply if goods are damaged, weren't as described, or haven't been delivered at all.

How to make a claim:

  • Get in touch with the retailer first to see if you can resolve it. If not, it helps to get as many details from them as you can.
  • Contact us with the transaction date, amount, and the name of the retailer by calling 03456 062 062, Mon-Fri, 9am-5pm. When calling, please say 'disputed transaction' when prompted.

What happens next
We'll let you know we've got your details within 5 business days and should be able to respond to your claim within 90 days. There are times when it may take longer. We'll keep in contact with you during this period but, given the timescales, there could be a bit of a wait.

Make sure your contact details are always up to date so we can stay in touch - it's easy to update them using Online Card Services.

How do I cancel a continuous authority or subscription transaction?

If you've authorised a merchant to charge regular amounts to your account (e.g. annual subscriptions or insurances) you might want to contact the company directly to cancel any contract/agreement you have with them.

Alternatively, you can call us on 03456 062 062 Mon-Fri, 9am to 5pm. When calling, please say 'disputed transaction' into the automated service.

How long does it take for a refund from a merchant/retailer to reach my account?

This will depend on how quickly the merchant/retailer processes the refund. It'll normally show:

  • In Online Card Services within approximately one business day after the refund is received.
  • On your next statement, as long as your refund is processed before that statement is produced and issued. Otherwise it'll feature on the following statement.

Make sure you make at least your minimum payment on time each month - refunds you receive won't count towards the value of any payment that's due.

Where can I see a list of recent transactions?

If you're between statements, you can check your recent transactions online.

  • Log in or register for Online Card Services, and click 'Recent Activity'. You'll be able to view, download and print the last 12 months of account activity. For statements older than 12 months, you can request copies through Online Card Services too.

You can also check this information when you’re out and about using our mobile services - including the MBNA Card Services App, available from the Apple App Store, or Google Play for Android.

App downloads are subject to store terms and conditions. To use the Card Services App, you must be registered for Online Card Services and have a compatible mobile device, operating system and internet access. Service may be affected by signal availability. Use of the Card Services App is subject to the app terms of use and privacy policy (available when you download the app).

How do I switch to paper statements?

If you'd rather receive statements by post, you can change your preferences online:

  • Log in or register for Online Card Services.
  • Select 'Manage Account'.
  • Choose 'Resume Paper Statements' - there are instructions online to help you.

How can I view statements older than 12 months?

You can view statements from the last 12 months in Online Card Services. You can request copies of older statements through 'Messages' in Online Card Services. There might be an administration fee for this, but we'll let you know before we charge you.

How do I view, print or download my statement?

You can find your statements in Online Card Services. Select 'Statements' from the menu, choose a month, and then 'View official statement'. This will open a PDF document you can save or print.

If you're using financial management software, you can import data straight from your statements. Downloads are compatible with:

  • Active Statement (Microsoft Money 99 and later).
  • QIF.
  • Comma Delimited.

If you're having trouble downloading statements, you may need to make changes to your browser settings. Only make these changes if you've got permission and are happy to adjust your security settings:

  • Delete temporary internet files and cookies (Tools, Internet Options, Browsing History, Delete - then tick ONLY Temporary Internet Files and and Cookies - press delete).
  • Enable SSL 2.0 and SSL 3.0 (Tools, Internet Options, Advanced tab. Under Security section, check boxes for Use SSL 2.0 and Use SSL 3.0).
  • Disable 'Do not save encrypted pages to disk' (Tools, Internet Options, Advanced tab. Under Security section un-tick 'Do not save encrypted pages to disk').
  • Security setting for Internet Zone should be set to Medium (Tools, Internet Options, Security tab, select Internet as Zone and change slider Security Level to Medium).

How do I go paperless and what are the benefits?

Receiving your statements online has several benefits:

View your statement immediately - provided your email address is up to date we'll email you to let you know when your latest statement is available.
24/7 convenience - access up to 12 months of statements online. Save or print copies for future reference.
More secure - prevents statements getting into the wrong hands.

Most new accounts are set up with paperless statements as standard. Just log in or register for Online Card Services, then select 'Statements'. If you're not paperless already, simply select 'Manage account' and then choose 'Go Paperless'.

When will I receive my first statement?

You'll normally receive your first statement within 28 days of making your first transaction.

Can you explain the 'Complaints Dispute Resolution' message on my statement?

This message tells you that if you have a complaint, to get in touch with us. We're committed to handling complaints fairly and promptly. If you're unhappy with our final response, you may refer your complaint to the Financial Ombudsman Service. You may find the link to our complaints procedure useful.

What does the 'Minimum Payments' message on my statement mean?

This message is to make sure you're fully informed about the potential implications of only making  minimum payments, and what it means for your balance.

Your minimum payment amount is 1% or 2.25% (depending on the terms of your agreement) before any charges, or £25, whichever is greater. If you only make the minimum payment it may take you longer, and cost more, to clear your outstanding balance. Because of this, it's a good idea to pay more than the minimum payment each month if you can.

Find out more on our making your minimum payment page.

What are annual statements?

Your annual statement is designed to show how you've used your credit card over the year and help you manage your finances. Here are the answers to some common questions about annual statements:

Why have I been sent an annual statement?
It's a requirement that all UK credit card issuers send these statements to customers. It is intended to be a quick and easy way to see what type of transactions you've made, how much you've spent, and any fees and interest you've incurred using your credit card over the last 12 months.

When will I receive my annual statement?
Your statement will be produced once a year, in the same month you originally opened your credit card account. Please note we only send annual statements to customers whose accounts are in good standing and who have used their card during the year.

Can I receive my annual statement online through Online Card Services?
No, we're unable to provide annual credit card statements online at the moment so we will send them to you in the post. Don't worry if you usually get your monthly statements online - this will carry on as normal.

I have more than one credit card account, so will I get more than one annual statement?
Yes, we'll issue an annual statement for each account you hold.

Can I opt-out of receiving my annual statement?
No, it's a requirement that all credit card issuers send customers an annual statement, so it's not something you can opt-out of. We think it's a great way to review your spending over the last 12 months.

Is there anything I need to do?
No, this annual statement is just for your information and to give you an overview of your spending in the last 12 months.

Why are there different interest rates for the same types of transaction on my statement?

Transactions of the same type (e.g. card purchases) made at a promotional rate will be charged at that rate until the promotion ends.

New card purchases that aren't eligible for that promotional rate will be charged at the standard rate, which is why multiple interest rates may show on your statement for the same transaction type.

Good to know
Info about your standard interest rates can be found in your account terms and conditions.

When will I be able to view transactions?

Most transactions will appear in your online account within 5 days, but it can depend on the merchant/retailer. Transactions that haven't been processed yet might show as 'Pending Transactions'.

What's an official statement?

Official statements are the formal statements we provide you with under the Consumer Credit Act 1974. We'll either provide them to you by post or electronically within Online Card Services.

To view your official statement online:

  • Log in to Online Card Services.
  • Select 'Statements'.
  • Choose a statement period from the drop-down menu and select 'View'.

Once you've selected a month to view, choose 'View official statement'. This will open a PDF version of your official statement, which you can print or save to your computer.

What does the 'You Have Failed to Make a Minimum Payment' message mean?

This message will appear on your statement if your minimum payment doesn't reach your account by the payment due date. If you miss a payment you might be charged a late fee, which will show as 'default sum' on your statement.

Important info
Late payments might be reported to the credit reference agencies, which could affect lending decisions when you apply for credit in the future.

If you're finding it difficult to make your minimum payment, call us on 0800 028 0690, Mon-Thurs 9am-8pm, Fri 9am-6pm, Sat 9am-1pm.

For more info, visit our minimum payment page.

I'm not getting my statement reminder emails, what should I do?

You need to check we've got the right email address for you. Log in or register for Online Card Services and select 'Manage Account' to update your contact details.

Remember to check your junk/spam folders, just in case any emails from us end up there. You might like to add our email address to your ‘safe list’ so you’re more likely to get our messages.

If you’re still having difficulty, please give us a call on 03456 062 062.

How will I receive my final statement after closing my account?

If you usually receive your statements by post, you'll get your final statement as usual.

If you're used to getting a paperless statement, you can still see the previous 12 months' statements in Online Card Services, even after your account has been closed. Select 'Statements' from the menu, choose a statement period and then 'View'.

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