Mbna Reviews 1,785

Put considerable time and effort into extracting very specific wording and terms from me to invalidate a claim.
The situation being still quite borderline in my opinion they have chosen to invalidate the claim because I have pets in the household and it could be considered pet damage as nobody was in the room with the pet at the time.

This company is soon closing due to lack of employee training. No one knows the policies about the company. You end up getting wrong information if you happen to seek advice from MBNA company employees. I would not recommend anyone to join them

We had a burst pipe in our kitchen ceiling, water was gushing through the ceiling filling bucket after bucket. Rang Mbna for help, initially they seemed like they cared to help and sent someone out. Unfortunately as nice as he was, this guy was quite useless, said he can't pinpoint the leak and he'd have to arrange for trace and track, we asked if we had to do anything and he said no they'd sort it. He also said we could turn our water back on, which was absurd as it was worse when water was turned on so we had to keep it off. Water continued to gush through the ceiling regardless, making it worse and worse (keep in mind this water was also pouring through electrics), we rang Mbna to see when the tracing was going to be done as the house wasnt liveable with no water and the ceiling looked like it was about to cave in. They had no knowledge of it, said the engineer didnt mention anything, so after being passed about number to number, back and forth, we were then told we'd have to wait until Monday (this happened on Saturday morning) to trace the leak. They told us we can pay for a hotel and claim it back as the house was inhabitable, we have two dogs, we couldnt just up and leave when our house was gushing with water, god only knows what we would come back to! All we got was a "sorry, hope you get sorted", which is absolutely ridiculous, they couldnt care less. We had to get an emergency plumber out, who came out within the hour and located the leak straight away. They had to cut two holes in the ceiling to get to the pipes and said a tracing camera wouldn't have been effective anyway as the wooden structure would have been in the way. This cost hundreds as you can imagine, but they stopped the leak. We went back to mbna to say what had to happen and they said they won't be covering any of the cost as the plumbers had to damage property to access the leak - what?! We had to pay for what they should have done in the first place! And they refused to cover costs for this bizzare reason?? Further to this, they then proceeded to say unless the ceiling repairs cost over £750, they won't be paying for that either, in which we would have to pay £750 upfront first and then claim it back. They are an absolute joke of a company who steal your money, but don't pay out when you need help, they try everything to avoid paying and leave you to fend for yourself, we'll be cancelling and going elsewhere ASAP. Call yourselves a home insurance company?? May as well not have any insurance with the terrible service we've received from these thieves.

Almost impossible to get to customer service. App offers opportunity to call then sends you back into automated AI bot that can't help with non generic enquiries. I had a card payment that didn't go through to pay my card but the funds were held for 10 days. Direct debit was adjusted which of course then bounced due to held funds. Nobody at MBNA wanted to deal with it. They just kept pushing me back to my own bank, they blamed MBNA.
Nobody wants to help. Even when you track down a phone number it's several minutes of automated nonsense trying to direct you back to the app. They want your money, they don't want to actually deal with you. As soon as I've paid off this card I'm cancelling it and will use a provider with better customer care. Not surprised to see so many negative reviews on here after my own experience. Interesting that they have no one responding to complaints on here or trying to improve their rating. Clearly they couldn't care less! Probably the worst customer service I've dealt with in the past 10 years and that's saying a lot!
Adding insult to injury they emailed me on the 12th telling me I needed to make a payment by the 11th!!! To avoid charges. Literally a joke.
Take a leaf out of Octopus energy or EE they know how to handle customers.

Awful told me it was interest free and after one month charging interest. Go on to complain on their chat no one responds

Unbelievably frustrating journey just to speak to someone. I'm trying to cancel my policy after moving house and have spent over two hours trying to explain to an automated bot that doesn't seem to understand anything! When I finally got through to a person they said I had to go online to cancel as it was an online policy. When I tried on-line I got the message, I had to speak to someone to cancel a policy!!
Trust me, there's a reason why this gets such a low trustPilot rating. I suspect the company relies on people giving up rather than allowing them to cancel or make a claim. Shocking service.

For the third time in three weeks the MBNA app has lost my details and completely locked up.
This app is a complete waste of time.

Cancelled my policy by letter, no attempts to contact. Found out by accident when old address post collected. Called the back office team 'to be honest we dont sit around all day waiting for policies to be in breach, we have sent you a letter and now its cancelled' Really poor not to contact, worse not to letter the insured address and worst still to have a snarkey call handler. Avoid and go to someone thats reliable.

My husband and I have had the worst experience ever from dealing with Mbna, which did not email us any single acknowledgement for purchasing their home insurance policy on 30/10/2025. Due to this, we were not able to provide any proof to our conveyancer and mortagage provider on 31/10/2025 (yesterday) that we had bought a home insurance policy from Mbna - hence has resulted in a major delay to us having to exchange our contract for buying our house.

Thanks to Mbna for causing our fate now to dangerously hang on a thread. We could now risk being homeless for not being able to exchange contract on time while having already served notice to our current landlord (despite having paid our deposit and stamp duty and legal fees to our conveyancer).

My husband called Mbna yesterday around 1pm to inquire from Mbna why they have not emailed him our Building insurance policy or even a single acknowledgement that we have bought their policy. Then my husband was made to wait about one hour for their customer service to get on the call with my husband. When their customer service got on the call with husband after about one hour, they advised him to complete the form again to request for our policy to be emailed to us and then wait another 24 hours for this email to come through. This would then delay our exchange of contract and completion date on 3 Nov 2025. Being so stressed and in tears after getting this abysmal service from Mbna on a Friday when we urgently needed to have one last thing which was the building insurance policy to exchange contract, I had to decide to choose another home insurance provider which can immediately generate the policy and its schedule to us after we confirm to purchase it. Now we found another provider and then just cancelled our policy with Mbna. Then Mbna finally sent us a rubbish message titled 'Proof of insurance' and requested us to open it with a Code. After we opened it with a code, Mbna then generated a message that this service is not available as we had cancelled our policy with them. Unbelievable that we never get to see our policy that we bought from Mbna because they never tried to send it to us immediately after our purchase like all other providers would have done ! I can only hope now that there would not be further delay in exchanging our contract which has been delayed (by Mbna's abysmal service) to the same day as our completion date. Perhaps any financial institution associated with Mbna should stop working with them as their practices seem to work like a scam!!

I was attempting to renew my home insurance but found it impossible to get to speak to anyone. All I got was virtual agent repeating the same message to every question....So frustrating so I have decided to take home insurance out with a different company..I am left wondering what they - MBNA - would be like if you had a claim......Shockingly bad customer service...AVOID

Took a loan out at the beginning of this year with MBNA who is part of the Lloyds banking group. The amount of junk they send you via post is unbelievable and totally unnecessary. Every time you want to make an overpayment towards it, they send you a letter EVERY TIME thanking you for paying and telling you the remaining balance. When I called up, verified myself and asked to opt out of it, they told me I’m not allowed and they NEED to send a letter each time lmao, ok ? For all we know this is probably to discourage customers from making overpayments so they can rack up as much interest as they can.

BUT IT GETS BETTER…. I opened a Lloyds current account less than a month ago and funded this with transfers from my usual bank who I’ve been with since 2009. They had no problem whatsoever but as soon as I then tried to transfer £800 back to the that account they blocked me for fraud and demanded I call them to explain. Got through to them and explained that this is literally the very same account that I was transferring money from in the first place and it was my own account etc etc, then less than 24 hours later I got a text to say that they were closing my account in two months time. And that was it. Literally zero explanation nor explanation elaboration as to what was happening to all the money in it. Not even a phone call out of courtesy or nothing. So phoned them in a panic and they said they don’t have to disclose why they don’t want me as a customer etc lol, how convenient and petty. When I asked what was happening to my money they said I would need to come into a branch in person and take it all out in cash. Got to the branch and felt like a proper reprobate telling them that I had the account closed on me after three weeks lol. I have also been kicked off of the MBNA app as well - where all you can do is literally view the balance of your loan and nothing else hahahaha, can’t even make extra payments towards your loan on it - so pointless and pathetic. But they’ll still let you continue the loan of course as it lines their pockets, and I just can’t wait for all the rest of the junk they send me each time I continue to make repayments via bank transfer :) Honestly just save yourself the bother and bank elsewhere!

Customer service is an absolute joke, completely uninterested in talking with you and telling you to phone the main number because they are absolutely bone idle even though it was something very simple, all they done was press a button on their screen with an automated response saying, l am lazy and ignorant, l would rather be on Facebook than talk to any customer, how dare you interrupt me

I use MBNA credit card rarely and I pay it off in full every month. When I look at the web site, I want to know how much will go out of my bank account and when. This is not clear, at all.
Also, I have a few hundred pounds remaining on a loan, and that is added to my credit card statement on some views.
The website needs a serious rethink

This is to MBNA all I can say now worse costumer service ever
They blocked my card trying to contact costumer service online cant get any answer they keep repeating same s...t all the time
Its been 2 weeks now still can't get any help if you do get MBNA defo youre f...ked

The app is shocking! So many security checks to go through then they send a 4 digit code to your phone. The app won't go any further once you key the code in. I have a new card but have no idea how much to pay this month as it wont let me in! I have even photo ID ed with my driving licence but it still wont recognise my phone to let me into the app. Don't bother - I have tried 6 times now. Customer services took a payment by phone in the end but this is not what I want.

Worst home insurance. They are not the cheapest but still went with them as their sales and customer service was pushy last year. I put on a claim but then they refuse to cover claim.

I would avoid this insurance at all cost.

I was scammed into making 3 transactions on my MBNA card for £658 in August 2025. I contacted MBNA's fraud team straightaway (around midnight) and they talked me thro the whole process of doing everything I could to get the ££s refunded.
2 months later - after numerous conversations with MBNA checking I was doing the right thing - I got a full refund on my card. Thank you MBNA for all your help - excellent support and the best result, Penny

Do not take our their home insurance. I did and added home emergency to it. Today i have a stop tapon the mains pipe coming into my kitchen spurting water out. I cannot turn the water off. I called at 8 am that someone would be calling in half an hour. After 4 phonecalls from 2 different people its now 1700 and ive been told the earliest they can get someone to ne is next week. Or i can find my own plumber and pay him myself and they will cover up to 200 pounds. Do not waster your money. I will be claiming for the water usage plus my time and a new kitchen floor from them

Shocking service. I waited over an hour to try and reach someone, eventually getting through to a different department for the company. They were totally unhelpful. They have taken my funds, though, and provided no documentation of my home insurance.

The MBNA app and security protocol is the most user unfriendly experience. Customer service which is vital given the difficulties with the app is shocking, no help and constantly long waits of beyond 30 minutes to speak to someone.