MBNA dodgy transactions/direct debit issue

The_Boss

Hi all,

On Tuesday I noticed a pending transction for £1,600 on my MBNA account. I've not used the card to buy anything recently and only use it for money transfers. The cards stay in a drawer at home.

When I called MBNA they said that the transaction appeared to be an online order and put me through to the disputes team. They said they couldn't do anything as the transaction was pending and wouldn't put a stop on my account.

Since Tuesday, another £3k of pending transactions have appeared and today the first two entries on my statement appeared. I called the number but cannot speak to anyone as the department is closed.

My monthly statement is due on Monday and I'm concerned that my direct debit will reflect a payment amount based on the dodgy transactions. If I were to cancel the direct debit will this mean that it will not attempt to collect the statemented balance in a few weeks time? Or will it still collect as the cancellation wasn't before the statement?

jonesMUFCforever

Get MBNA 's approval to cancel the D/D for now and pay manually until everything is sorted out.

dalesrider

The_Boss wrote: »

Hi all,

On Tuesday I noticed a pending transction for £1,600 on my MBNA account. I've not used the card to buy anything recently and only use it for money transfers. The cards stay in a drawer at home.

When I called MBNA they said that the transaction appeared to be an online order and put me through to the disputes team. They said they couldn't do anything as the transaction was pending and wouldn't put a stop on my account.

Since Tuesday, another £3k of pending transactions have appeared and today the first two entries on my statement appeared. I called the number but cannot speak to anyone as the department is closed.

Did they stop the card?

If not ring the lost/stolen line and get it stopped now.

Can't believe that they did not stop a card when there was a pending trans for £1600 when the card holder said not theirs....

bengalknights

Effectivly if it hits before statement produced then it will be taken as a payment, however when they credit it you then just request credit refund

The_Boss

bengalknights wrote: »

Effectivly if it hits before statement produced then it will be taken as a payment, however when they credit it you then just request credit refund

The two transactions showing are for over £2k combined and I do not have anywhere near the required funds in my account.

The_Boss

dalesrider wrote: »

Did they stop the card?

If not ring the lost/stolen line and get it stopped now.

Can't believe that they did not stop a card when there was a pending trans for £1600 when the card holder said not theirs....

No - I asked them and they said they couldn't as the initial transaction was pending rather than completed and they wanted me to wait til it showed as a transaction in case it was an error and subsequently reversed. Ridiculous I know. But what can you do?

Had they done so, an extra £3k would not have been taken over the past few days.

bigadaj

The_Boss wrote: »

No - I asked them and they said they couldn't as the initial transaction was pending rather than completed and they wanted me to wait til it showed as a transaction in case it was an error and subsequently reversed. Ridiculous I know. But what can you do?

Had they done so, an extra £3k would not have been taken over the past few days.

I'd raise this as. A formal complaint now, their attitude is very poor not to say reckless.

dalesrider

The_Boss wrote: »

No - I asked them and they said they couldn't as the initial transaction was pending rather than completed and they wanted me to wait til it showed as a transaction in case it was an error and subsequently reversed. Ridiculous I know. But what can you do?

Had they done so, an extra £3k would not have been taken over the past few days.

Well even if it was reversed they should still have been stopping and replacing the card.

MBNA have no right to tell you that you can't stop and replace the card in this situation.... YOU are the customer and they have to act on your request.

I would now be raising this as a complaint with them. Saying that you will only talk to a manager in the complaints team. Go forward on the basis that because of their poorly trained staff, they could well have lost a lot of money. That had they actioned your request would not have happened. This has now caused you a lot of stress as you do not have the funds to cover this and you are worried about their inaction.

Advise them that you will/have cancelled the DD that was in place and that you will make a manual payment for your legit spending.
That way you won't get hit by a bounced DD charge by your bank.

MBNA then should refund any interest incurred.

Also remind them that under PSD (payment services directive) that these charges have to be immediately (FCA consider that to be at the worst overnight) refunded back to the account.

redpete

dalesrider wrote: »

Did they stop the card?

If not ring the lost/stolen line and get it stopped now.

If you haven't done this then do it NOW.

The_Boss

All sorted now...just a shame they couldn't do anything last week.

The_Boss

Received my new cards last week. Activated them at the weekend. Logged on to do a money transfer today and the new account has already been suspended so cannot do it or any other transactions. Phoned up and was told that their security team need to confirm a few details with me so suspended it in the meantime.

So why on Earth did they not call me themselves and not just wait for me to find out? Definitely not happy with the way they have gone about this whole matter.