CreditCards Blog

Hi there,

I'd like some help, as I've got myself into a difficult situation with MBNA.

In September, some fraudulent transactions were put onto my account. I saw these on my statement and I immediately challenged them. I noticed them immediately, as the card was one that I use for balance transfers, and I actually should have had a small credit on the account.

I was told by the MBNA security operative that the activity was certainly fraud, that their cards were being targetted, and that I was not alone. The transactions were reversed.

Subsequently, I received a letter which asked me to confirm that the transactions were fraud. I had to return the letter, which was tricky as I work hard and don't have time to post letters during the day. On this basis, I decided to call them to put the issue to bed.

On calling, I was advised that a note would be put on my account, and that the issue was resolved. I did not need to return the letter. I then went away on holiday for two weeks, only to return to two more of these letters. I ignored them, as I had been told the issue was resolved. Herein lies my problem.

MBNA have subsequently put the transactions which they have acknowledged as fraud back on my account, charged me interest and they now stand as an interest bearing balance! Further, they have no record of my call to them, where I was told that I had no further action to complete.

I telephoned again, and was told to return the letter asap. This time, I made sure I did just that. However, despite my action, they are now refusing to reverse the charges! They are saying that I ignored their letters, which were in fact to be passed to Visa, and so they are now unable to reclaim the money from Visa, and so they are holding me liable for the fraud.

I am flummoxed, and they are utterly intransigent.

Do I have any recourse? The balance is around 150. I am loathe to pay it, but they have advised me that if I do not, my credit rating will be affected. On reflection, clearly I should have just returned the signed letter but, then again, I spoke to a real person and was told that everything was ok! I feel like I am being bullied.

Any advice much appreciated.

JCC

Hi there,

I'd like some help, as I've got myself into a difficult situation with MBNA.

In September, some fraudulent transactions were put onto my account. I saw these on my statement and I immediately challenged them. I noticed them immediately, as the card was one that I use for balance transfers (http://www.mint.co.uk/credit-cards.asp), and I actually should have had a small credit on the account.

I was told by the MBNA security operative that the activity was certainly fraud, that their cards were being targetted, and that I was not alone. The transactions were reversed.

Subsequently, I received a letter which asked me to confirm that the transactions were fraud. I had to return the letter, which was tricky as I work hard and don't have time to post letters during the day. On this basis, I decided to call them to put the issue to bed.

On calling, I was advised that a note would be put on my account, and that the issue was resolved. I did not need to return the letter. I then went away on holiday for two weeks, only to return to two more of these letters. I ignored them, as I had been told the issue was resolved. Herein lies my problem.

MBNA have subsequently put the transactions which they have acknowledged as fraud back on my account, charged me interest and they now stand as an interest bearing balance! Further, they have no record of my call to them, where I was told that I had no further action to complete.

I telephoned again, and was told to return the letter asap. This time, I made sure I did just that. However, despite my action, they are now refusing to reverse the charges! They are saying that I ignored their letters, which were in fact to be passed to Visa, and so they are now unable to reclaim the money from Visa, and so they are holding me liable for the fraud.

I am flummoxed, and they are utterly intransigent.

Do I have any recourse? The balance is around 150. I am loathe to pay it, but they have advised me that if I do not, my credit rating will be affected. On reflection, clearly I should have just returned the signed letter but, then again, I spoke to a real person and was told that everything was ok! I feel like I am being bullied.

Any advice much appreciated.

JCC
That's a difficult one. I absolutely hate the way that banks and other companys can hold your credit rating over you to bully you into essentially taking responsibility for their mistakes. Sadly though that seems to be the reality of the way things work these days, & there's not a lot that individuals can do to challenge it. :confused::mad:

Personally I'll always try to get written confirmation, of any important matter discussed over the phone sent to me; If nothing arrives I know I need to chse the matter up, and if the confirmation does come through then I've got something to back myself up with if there are any problems further down the line.

In your case I'm not sure that there's much you can do, if there's nothing on their system they essentially only have your word to go, and if believing you is going to cost them money, then, well, bankers! nuff said!
Have you tried talking to the CAB or the banking ombudsman to see if they have any advice about your situation?
Other than that I guess your best bet is to make a noise, try to keep getting your complaint elevated until you're bothering someone important enough that they won't want to waste time on you and may just cave in, do it in writing too, that holds more weight.
Or threaten to leave, if you've been a good long term customer that may hold some weight.
Hope you manage to get it all sorted out! :)