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mbna Amazon final response.
chanz4
Posts: 11,057 Forumite
in Credit cards
Thank you for your secure message on 16 November 2014, regarding your dissatisfaction with your MBNA credit card. I am sorry that you have felt it necessary to contact us. I am your personal Case Manager and would like to assure you that this matter has received my full attention. Please note a summary of your complaint and an outline of my findings below.
Summary of your Complaint:
1. You are unhappy that your Amazon.co.uk MasterCard has been replaced with a MBNA non rewards card.
2. You are unhappy that you did not receive the call back you were promised.
My Findings:
1. As a result of our partnership with Amazon.co.uk coming to an end, your credit card was re-branded to an MBNA Credit Card.
- As part of this process, and in line with the terms of our credit agreements, we assessed the status of individual customer accounts.
- In your case, we were pleased to be able to offer you a new MBNA Credit Card, although we were not able to offer an alternative rewards programme.
- Regrettably, I am unable to provide you with the specific criteria on why certain accounts were converted to rewards based accounts and others to non rewards based accounts.
- The process around how we do this is business sensitive, however, what I can say is that we have reviewed each account on its own merits before coming to a recommendation for each customer which is, what we consider to be, the appropriate replacement MBNA product.
- We are satisfied that we have provided the appropriate product.
- I understand this may come as a disappointment; however, we would not look to reverse our decision.
2. I have located and listened to a recording of the conversation you had with our associate on 10 November 2014.
- It is our intention to provide the highest quality of service to our customers, and all our associates are selected and trained to a high level, to ensure that calls are handled professionally. I am very sorry that, on this occasion, we have failed to meet these standards.
- I have arranged for feedback to be provided to the relevant associate to prevent this happening again.
For Your Information:
- We do offer a number of rewards based credit cards which you can apply for, please visit our website www.mbna.co.uk to see if any of these meet your requirements.
- The Financial Conduct Authority guidelines state that we have a period of 56 days to issue a final response to a customer’s complaint; this is to ensure that we are able to complete a full investigation of the points that you have raised.
If you are not satisfied, you may refer your complaint to the Financial Ombudsman Service. If you choose to take this action, you must do so within six months of the date of this email. Their address is:
Financial Ombudsman Service
Customer Contact Division
South Quay Plaza
183 Marsh Wall
London
E14 9SR
You may find the Financial Ombudsman leaflet useful, as this is our final response on the matter.
Yours sincerely
Summary of your Complaint:
1. You are unhappy that your Amazon.co.uk MasterCard has been replaced with a MBNA non rewards card.
2. You are unhappy that you did not receive the call back you were promised.
My Findings:
1. As a result of our partnership with Amazon.co.uk coming to an end, your credit card was re-branded to an MBNA Credit Card.
- As part of this process, and in line with the terms of our credit agreements, we assessed the status of individual customer accounts.
- In your case, we were pleased to be able to offer you a new MBNA Credit Card, although we were not able to offer an alternative rewards programme.
- Regrettably, I am unable to provide you with the specific criteria on why certain accounts were converted to rewards based accounts and others to non rewards based accounts.
- The process around how we do this is business sensitive, however, what I can say is that we have reviewed each account on its own merits before coming to a recommendation for each customer which is, what we consider to be, the appropriate replacement MBNA product.
- We are satisfied that we have provided the appropriate product.
- I understand this may come as a disappointment; however, we would not look to reverse our decision.
2. I have located and listened to a recording of the conversation you had with our associate on 10 November 2014.
- It is our intention to provide the highest quality of service to our customers, and all our associates are selected and trained to a high level, to ensure that calls are handled professionally. I am very sorry that, on this occasion, we have failed to meet these standards.
- I have arranged for feedback to be provided to the relevant associate to prevent this happening again.
For Your Information:
- We do offer a number of rewards based credit cards which you can apply for, please visit our website www.mbna.co.uk to see if any of these meet your requirements.
- The Financial Conduct Authority guidelines state that we have a period of 56 days to issue a final response to a customer’s complaint; this is to ensure that we are able to complete a full investigation of the points that you have raised.
If you are not satisfied, you may refer your complaint to the Financial Ombudsman Service. If you choose to take this action, you must do so within six months of the date of this email. Their address is:
Financial Ombudsman Service
Customer Contact Division
South Quay Plaza
183 Marsh Wall
London
E14 9SR
You may find the Financial Ombudsman leaflet useful, as this is our final response on the matter.
Yours sincerely
Don't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.
0
Comments
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A little commentary on this would be good...0
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An explanation and apology - seems an acceptable response to me?0
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What kind of response were you hoping for? I showed my dissatisfaction by simply cancelling the useless non-reward card they sent me.
They've basically told you nothing, but it's fairly clear from the original thread on here that:
1. Only people who pay interest got a rewards card
2. MBNA don't care about retaining customers0 -
shows you that dual standards, only the ones that got the points ones were the balance carriersDon't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.0
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Hi chanz4
It's worth bearing in mind that MBNA might monitor these forums, and if they were sufficiently interested, they might be able work out who you are, based on your post (especially as you've included dates).
So maybe make sure you don't say anything defamatory about them!0 -
The decision to end the link with Amazon is an exercise of legitimate commercial judgement on their part. Therefore, although you can complain to FOS, I doubt it will look at it.0
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I recall many years ago having built up points on a Credit Card, I think I had several years worth.
They then decided to cease the points scheme and informed everyone that the existing points had to be redeemed by a certain date.
They sent this information on a obscure part of a statement that I, and many others missed. There was not a dicky bird we could do about it ... it was 20+ years ago and I'm not sure they would get away with it as easily now.
But .... thats business .... and its logical business for MBNA to keep their balance carriers in this case. Some you win ....0 -
"although we were not able to offer an alternative rewards programme. "
"We do offer a number of rewards based credit cards which you can apply for"
So they say they on one hand they couldn't offer you a rewards card but then tell you they have rewards cards to apply for?!
All that glitters is not gold.0 -
They cannot offer you one of those cards automatically because of your cancelled card."although we were not able to offer an alternative rewards programme. "
"We do offer a number of rewards based credit cards which you can apply for"
So they say they on one hand they couldn't offer you a rewards card but then tell you they have rewards cards to apply for?!
They also have many different rewards - would you be happy with anything they offered you ? American AAdvantage card? Got enough spend to do anything with it ? Some other random reward card ?
You can apply and see if you are accepted for one your choice.
Quite clear.0 -
An offer of a reward card to replace a reward card would make perfect sense.
Or are you just one of those people who goes through life accepting everything without question?!All that glitters is not gold.0
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