Mbna Avis 

I trust Martin Lewis when he tells us that the credit card company will provide buyer protection.
Not MBNA!
Utterly useless. I’m going to cut up my card. Poor, rude, unprofessional, unhelpful staff.
If there was an award for the worst credit card company they would win. Congratulations!!

Terrible company! Advertised the credit card for 0% interest for first 12 months but charged me interest from 2 months later and claimed their terms and condition is first 60 days 0% interest purchase only. What a misleading advertisement on the credit card. They should be stated on the advertisement in the first place. That’s what we called plain English. Now, raised a complaint and need to wait for 8 weeks to respond. Never use this company for anything again!

Worse company ever. Customer service useless, keep puttung the phone down, totally useless. I keep receiving penalties and added interest but never a statement prior such penalties. I just want to close my account but even that seems to be impossible. Dont use this company!!

Horrible organisation to deal with. Operators dont want to listen to you.

My goodness, hard to imagine worse customer service exists. I raised a payment dispute for goods not received, then the goods were finally delivered so I contacted MBNA to cancel the dispute. Was told it was cancelled, happy days

I then get a text message 2 weeks later about the dispute, it was still open. I contact their incompetent support team via the app, they give me the (wrong) phone number to call. Half an hour, they answer and say it’s the wrong team, they transfer me to someone else who says they are also the wrong team, say they’re putting me on hold then transfer me to another queue. 20 minutes later I’ve given up

What i find funny is im calling to do them a favour…. Ill just let them waste their time on a dispute that doesnt exist instead. Joke of a company.

So bad they don’t know what they doing do not get involved with them absolutely rubbish 👎🏻

MBNA buildings and contents insurance paid for 4 years with additional emergency cover charged at £5 per month that I didn’t request. Last week a pipe burst in my home called emergency cover for MBNA guess what ? We don’t cover that call your main insurance On Monday. Monday oh we don’t cover that we do cover the repair but there’s a £750 excess so do you still wish to claim ? 5 phone calls later atrocious customer service. Cancelled policy and sort cover elsewhere ! Complaints department called me as a direct result of this review they spoke twice in a day stated they upheld a proportion of my complaint and offered a total paltry of £50. The offer is insulting I spent 5 hours on the phone with MBNA trying to sort my insurance ! I was left to deal with the emergency water leak, find suitable plumbers, get the repairs sorted without the help and assistance of Insurance via MBNA. Atrocious - avoid ! MBNA are all about taking in the premium not about indemnifying their customers.

Terrible service. Trying to log in to pay my loan off early. Told I need an activation code that was never sent to me and I have to get a new one BY POST. Means they are gaining interest off me as we speak while I sit around waiting for this activation code. Why do I need an activation code by post? What is the point in the password and memorable date. Ridiculous.

Supposedly open until 6pm.

Good luck trying to call even after 5pm.

"We are extremely busy"

So suddenly they wanted to change my password and I got a reference number. Security askes recent transactions on the card. Bit hard to say as I cannot see them because you wanted new online password.

I would recommended Chase or Virgin instead

I had Home insurance and couldn’t stop auto renew online and had to go to their appalling chat bot. Finally got through to a human and stopped the auto renew but I’ll never use them again.

Everything went wrong for 6 weeks. They demand you use the app even if it doesn't work. Then push and push the app THEN HANG UP. The worst service I have ever had in my life

I applied for a 0% balance transfer card. Only to have been given 28.9% instead and they will not honour the deal advertised

Appalling customer service. I rang in to the disputes line to discuss an unauthorized payment. After an unnecessary chat with an AI Agent I waited over 20 minutes for an Agent to answer. When they answered while I could hear them clearly there was a delay on the line. After talking carefully they told me my call would have to be transferred to the Disputes Team but the call would be answered quickly. I was then told I had to wait for further 20 minutes. After waiting a further twenty minutes I gave up.

Unable to reach the right customer services team . Spent hours on hold with nothing to show for and still no idea about the outcome of my claim .
Nightmare company

1 star as unfortunately can’t give zero.
Don’t use them. Their credit card fraud team are there purely to protect them and not you as the user!!
They can do whatever they like and you ‘should have known what they would do’!! Even though they know their systems and you don’t!

Don’t use them!

The worst customer service I have ever received. A simple change of address took over an hour of nonsense

MBNA Home insurance is supposed to be completely online. Why is it they have to send paper documents for your policy in the post?
You renew online and you get no confirmation email either. Very bizarre.
After you renew online, you still get emails asking you to renew again, so you are unsure whether you have actually renewed our not because the app does not update the new policy date until after the old one has expired

This method has been like this at least 12 months I passed on feedback last year and nothing has changed. Such a shame as they are 
competitively priced.
After a lot of trouble managed to get through to somebody on the telephone but they couldn’t assist me either. Such a shame that their systems let them down, without a credit card or Banking with them it’s impossible to manage your home insurance online. Would’ve expected better from somebody connected to the Lloyds banking group. Don’t think they read these feedbacks as they haven’t claimed this site on Trustpilot for whatever reason.

MBNA haven't claimed this profile, little wonder.

My issues with MBNA stem from their appalling customer service options. As an insurance customer, it is IMPOSSIBLE to manage your renewal online unless you also have a credit card, mortgage or other financial product they sell / offer.

The upshot? You can't do anything online except say OK or NO to their renewal letter - and its definitely an actual paper letter you will get because as I mentioned, you can't do ANYTHING online.

You would assume then, that there would be a telephone number on the renewal letter to call if you need to make a change or update your details?

You would be wrong again. Honestly - it's appalling how much detective work you have to do to get anything done - it's concerning then how you would expect to be treated if you needed to make a claim.

terrible user experience, impossible to download any document booklet. they force you to repeat your details several pages, and instead of just letting you download your policy, they try to upsell you.

Had buildings and contents insurance with MBNA, including home emergency cover.

On Christmas Eve last year (2025) a branch from a neighbour's tree fell onto our kitchen roof making a sizeable hole.

I rang the Home emergency number straight away, only to be told that it cover this situation.

Therefore, I spoke to the Claims department to make a claim and sent them all the details, including pictures of the damage and correspondence with the neighbours earlier in the year, when another branch narrowly missed the roof.

I also spoke to the Home Emergency line, having found the policy documents, which listed this exact scenario as one covered.

I was then sent a text message informing me that the earliest they could come round was 2 weeks later.

Luckily I had a relative help me cover the roof or we would have had an uncovered hole for 2 weeks.

The actual claim was dealt with okay, although the roofers did manage to bring the wrong colour roof tiles.

After the work was completed, I discovered that the MBNA hadn't bothered contacting the neighbours insurer, even though I emailed the details months earlier.

Overall, MBNA are one of the very worst insurers I have ever used. Avoid.