Mbna Avis 

BE WARNED!!! Poor experience!
Alerted this company of a problem loading up app on new phone! Waited over 25 mins to speak with someone. Didn’t get resolved, waited over 40 days now to sort…..received a text to say ‘we’ve got a high volume of complaints….we’ll let you know in 4 weeks for a decision’!!!!!!!!

The worst company I have had the misfortune to deal with! They decided to move over to Visa, and forced me to get a new card without an explanation or apology. I had a number of automated payments to streamers etc, and had to tell them all about the new card myself. The new card failed to arrive, so they sent another one which did not work. I decided to cancel my account, which was, of course, very difficult and time consuming. If I could give them zero stars I would.

Absolute nightmare company
Ive paid a loan off via bacs had no confirmation its gone through (this was 3 weeks ago) no communication at all, locked out online banking, tried chat bot - impossible to understand my query, tried online chat no one ever gets back to you, tried calling huge wait times absolutely shocking ! Please MBNA let me know where my money has gone , please !

If I could give 0 I would. Spent ages on the phone, with a fixed auto message first saying I would need to wait 30 minutes before anyone answered - clearly not a genuine call time monitoring message, because I tried about three times and it was the same 30 minute wait message each time, indicating nothing at all about call waiting time. Then when someone did answer I had to wait just as long again to get through to the Fraud Team. Then the Fraud team said they had unblocked my card and when I tried using it online later this evening, the card was still blocked. Virtual Chat is rubbish too. Just a virtual assistant with auto-prompts. It would be much easier just to cancel and go with some other card provider. They don't deserve my business.

Mbna home insurance. Just contacted Mbna home insurance with a query following unsuccessful attempts to clarify policy details and how to amend. I spoke to Emily. I was very impressed with Emily’s patience, empathy and listening skills. I was quite irritated and ready to cancel policy when I contacted Mbna, I had received a weird email following my contacting them with a query via app that had a suspect address and an unopenable message. It turns out it’s genuine ($RMRSupport, Message _v4.rpmsg). Emily agreed to take feedback to Mbna about how annoying this is in a world full of scam emails asking you to click on things. She resolved query about property details that my original query was about.

By the end of call I was committed to using Mbna in future confident I could contact a real person to discuss anything needed. I don’t mind things going wrong or being annoying, what matters more is a business having good staff available to sort things out. I do hope MBNA appreciate Emily, she is very good at her role. I recommend MBNA home insurance as a reliable provider with excellent customer service people.

Awful awful awful. Had a scam call. Tried to call them on all the lost and stolen card lines. Other cards answer these straight away. Locked out of my online account. Someone has now had 1 hour to play merry hell with my card. Insane company. Terrible. Still haven’t spoken to anyone as still on hold. 51 mins so far

App is pretty poor. I am in my mid 40s, so having to click each month, individually back to my date of birth was quite annoying. They need to allow you to add manually or at least click on the year so you can move it back by year and not only by month.
Tried to resent password. THREE TIMES and never receive the letter with my code. This will be my final try, if I don't get the letter, I will close my credit card account down.

I have been with MBNA for probably over 15 years and always pay my credit card in full each month. Suddenly the credit card reference number for my payment has changed. I have spent about five hours trying to find out why and what the new number refers to but to no avail. It just takes me round and round in circles. I have had enough and am going to move to another credit card provider.

Zero customer support when things go wrong.

I received a message through the app asking if a payment was genuine. I said no it was not me, and they asked me to call their 24/7 fraud line. The "24/7" fraud line just goes to the main switchboard which is only open from 9 to 6. The lost / stolen "emergency" phone number listed on my credit card also did the same. I double checked the phone numbers on their website and it definitely stated 24/7 support.

I tried to engage with the AI over the phone who was not at all helpful. I did the same with the online AI support and was unable to get hold of a real person. The information on the app just redirected me to the same phone numbers.

I wasted a whole evening trying to sort this out whilst concerned someone has access to my money and credit card details. It was not resolved and 2 days later I still have not had a response. I will now be switching provider to someone who has actual customer service.

Looong waiting time. The automated voices sound very friendly and helpful but in reality their "helpline" is pretty useless. Even though I stated my problem very clearly over and again, my query didn't fit the limited criteria of the "chat" and so it took me round and round in circles and back to the same spot with the same questions. So far I have spent about two hours to get nowhere.

I was with them for >10 years. Customer service has become increasingly poor. They recently blocked my card without telling me and said it was up to me to call them to clarify the reason and provide additional security details. They genuinely could not care less about a long-term customer. Not one customer support agent expressed any empathy or said sorry. I was passed through 3 different departments. Poor quality care, poor customer service and would never recommend to anyone.

I called to get a card verified for Apple. After 15 minutes on a call the gentleman couldnt find some additional security question. He then offered to pass me onto another colleague ....when i accepted he dumped me into a 20 min queue.
Went onto the website and and waiting for the live chat to find a human
How can they get something so simple so wrong.......

Been with mbna for 30 years just trying to contact them to sort issue out waited ages and person was very unhelpful couldn't wait to put phone down, the ai chat is useless will have to leave them now because if you had serious problem it would be a major issue to sort out their are other companies that offer better service then this which is hard to improve on actually can't believe it.

This is the first time I've had to contact MBNA because of a suspected fraud issue, and their contact systems are clearly broken. They have a messaging system, which is useless because after a few minutes with no response - because they take so long to respond - the case keeps being reallocated to a new person. Each new person can't be bothered to read the existing chat to get the background so that they can continue helping me from where the previous person left off. Instead, I am forced to tell the entire story from scratch even though the information is already in the chat. I've tried calling them instead, and I'm told that it'll be at least 20 minutes before they can help me. I shouldn't have to wait this long. If I'd seen the Trustpilot reviews before using them, I would have thought twice.

Had home insurance with legal protection, property protection etc
Had UVPC doors adjusted under warranty and they removed glazing beads with hammer, chisel and left damage to our doors.
Phoned MBNA not covered under our policy so was told call legal help as we had legal expense cover upto a 100k and was told not covered by that either.
What is the point of having insurance and you cannot claim for anything absolutely pointless

Automatically renew policy without providing quote. Difficult to speak to anyone. Will be changing next year as I need to know my renewal cost not just auto renew.

I have home insurance with them and I recently noticed a broken roof tile on my house. Rang them to report it and claim the repair. They told me I need to tell them the exact date the damage happened otherwise I wont be able to make a claim. I told them I didn't know when the tile broke but it could have happened anytime in the last couple of years, who checks their roof every day. What a terrible service.

Home Insurance with MNBA......please don't go with these, homeowner for 35 years......will literally look for ways to delay dealing with claim in hope you will resolve yourself and then ultimately deny they are liable. Stay away

Since MBNA were taken overby Lloyds bank their service has deterioated considerably, it is virtually impossible to speak to a Human.
MBNA have recently transferred their Credit cards to Visa, this has compounded their poor service, I tried to make an on line purchase, requested a pass code, not once but three times six minutes later all three codes came together.
I tried again requested a code five minutes later the code arrived.
I have closed my account having been with MBNA for longer than I can remember.
No appology or dialogue with MBNA.

Appalling customer service in relation to a new home insurance policy. Registering for an account eventually succeeded, after a number of tries using the correct details every time. Then it won't actually log you in, or allow you to change the details, whether online or on the app. Provides a phone number that's actually only for credit card and savings enquiries, not home insurance. Get the right number from them, then on hold for 8 minutes until finally it says it'll 'call me back on this number when you're number one in the queue.' Except, yes you've guessed it, it just doesn't. Rubbish set-up for new users. AVOID.