MBNA Amex - Late Fee Error and cannot Contact them - Advice plz

wackojackouk

Hi guys

Has anyone on here had any issues with MBNA and specifically their Amex CC?

Basically I missed a payment in April and they charged me £12 – my balance at the time was about £38 I think without looking). I didn't receive a statement (I think they had the wrong email for some strange reason) so I spoke to them and they said Iwould be credited the £12 so I paid the outstanding balance as we agreed (not the £50 on my bill including the £12 charge).

Next month comes along, I get a online statement (hoorah) and I see no refund and another £12 charge (so now £24...)

Eventually I get through to them (their phone system is complete carp) and complained about the situation and was told their system rejected the £12 credit (they think I had another credit before when I didn't). No-one contacted me about this rejection of the credit either btw. After some deliberating and speaking to his manager, I was told they will use a different route to credit me and will refund me the £24 and to pay the remaining amount from this month (fair enough I think).

Payment was due today (I know I should have checked before the weekend but...) so I checked again and again there is no trace of a refund of £24 from them so I tried to contact them but to no avail, so I’ve paid the full amount (about £60 now....) by faster payment.

What's Pi$$ing me off is that no-one has rung me to tell me there is a problem giving me a refund for their system inadequacies.

Today I spent a good 20 minutes on their phone system to be told by a recorded voice after going around in circles "we are closed for the bank holiday". I also tried the lost card option etc and again get the same message. Interesting that the card says we’re here 365 days a year.

In a nutshell, it looks like I'm going to have to wait until Wednesday (when I'm away) but wondered if anyone else had a similar problem getting a credit before and alsoany advice what to say/ask for when I eventually speak to them.

Cheers

WJUK

jonesMUFCforever

Sorry to be the bearer of bad news but if you paid today (a non working day and 2 bank holidays to follow) then it won't show on your MBNA statement until Wednesday.
So another late payment charge to come!

Whenever I need to contact MBNA I use their secured message service on the website. I always get a reply.

wackojackouk

jonesMUFCforever wrote: »

Sorry to be the bearer of bad news but if you paid today (a non working day and 2 bank holidays to follow) then it won't show on your MBNA statement until Wednesday.
So another late payment charge to come!

Whenever I need to contact MBNA I use their secured message service on the website. I always get a reply.

I realised that might happen earlier and was hoping as payment was the 3rd it might also default to the next working day. That will be another issue anyway.

Could you let me know where the secured message part is on the site once you log in please? - is it the bit in the communication centre? - If so I sent them a message today as well explaining what has happened and my unhappiness at the lack of contact from them regarding the credits they have promised me and not delivered on.

jonesMUFCforever

Yes it is (from memory).
Weekend and bank holidays may mean less staff on duty so you may have to wait anyway.

If it was me I would set up a direct debit to pay the bill - they can't charge you for late payments this way unless your D/D bounces.

You have admitted to being late In April - if you are not careful you will wreck your credit rating by paying so close to your payment date.

ppc1

MBNA are open 24 hours a day - 7 days a week including bank holidays. The free phone number from a land line is 0800 068 8788. Hope you get it sorted.

wackojackouk

ppc1 wrote: »

MBNA are open 24 hours a day - 7 days a week including bank holidays. The free phone number from a land line is 0800 068 8788. Hope you get it sorted.

Thanks for this. Rang the number and got a very helpful guy who is going to sort out the refunds.

He was puzzled by the number on the back of my card.

Will keep an eye on things and just wanted to say thanks again.

:beer::beer:

pigletnhs

hi ..how do i post a new thread???? thanx

Dr_Cuckoo3

pigletnhs wrote: »

hi ..how do i post a new thread???? thanx

The link to start a new thread is here http://forums.moneysavingexpert.com/newthread.php?do=newthread&f=76

and is identified by the icon

http://forums.moneysavingexpert.com/forumdisplay.php?f=76

DVardysShadow

pigletnhs wrote: »

hi ..how do i post a new thread???? thanx

As Dr_Cuckoo suggests. Or as suggested in reply to your first post here https://forums.moneysavingexpert.com/discussion/comment/53544347#Comment_53544347

ppc1

wackojackouk wrote: »

Thanks for this. Rang the number and got a very helpful guy who is going to sort out the refunds.

He was puzzled by the number on the back of my card.

Will keep an eye on things and just wanted to say thanks again.

:beer::beer:

Glad you got it sorted. If you get to speak to a good operator or manager at MBNA, the problems normally get resolved particulary if you are not rude.

jpwjpw

This is exactly why direct debits are around. I recommend you set one up, then you won't have to deal with plonkers on the phone