Complaints

This profile includes complaints for MBNA Canada Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MBNA Canada Bank

  1600 James Naismith Drive City of Ottawa, ON K1B 5N8

• 

  MBNA Canada Bank

  2055 Albert St. Regina, SK S4P 2T8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/06/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had applied for a credit card on June 7th, 2025. I received an email June 10th, 2025 6am that my ********* Rewards ********** has been approved. However, in order to proceed, Ineed to verify some information.I called the number and provided my reference number.They claim that an email was sent with a barcode to bring to Canada Post. I did not receive this email. I can confirm it was not in my junk or spam and not in my inbox.I had advised this to the representative, and my only option was to cancel or *********** beacuse there is a hard check, my credit score has been impacted and there is no resolution. I would like to have the email sent, and I am happy to verify my identity by going to Canada Post or any method required.

  Business Response

  Date: 26/06/2025

  Good morning BBB, 

  We were unable to reach the customer after multiple call attempts.

  Please ask the customer to contact myself directly by phone: ************** or via email: ****************************************************** 

  Thank you,

   

  *******

  Customer Answer

  Date: 26/06/2025

  Complaint: 23453507
  
  I am rejecting this response because:

  I do not see a resolution listed here. I would like to know the options for next steps and to have it in writing. My credit score has been impacted and the email they claim was sent, was never received.

  
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:29/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need your assistance to close my MBNA credit card account, and to stop all further automatic charges to that account, in particular to Equifax.Background:I closed my account February *******, paying the bill plus the expected interest charges, totalling $1,344.70. I made it clear that I desired no further charges to be made to the account.On March 4, I paid a further $21.48, and understood from the agent that part of the charge was in consequence of Equifax. I again stated my frustration with ******* and said I would not pay any further charges.On March 20th, I spoke with another agent who said, first, that my account was still open because of a 1 cent charge, or something like that; second, that Equifax had tried to process another payment, but, he assured me, the charge would not go through.On April 23 MBNA sent me a further statement, but I'm turning to BBB to deal with them, please, and have not checked the balance.These are the most recent emails from Equifax:Feb 1, unable to process your last payment Feb 20, No news is good news report Mar 2, Unable to process last payment Mar 3, Alert, change on your equifax report Mar 15, Unable to process your last payment Mar 20, New Account opened in your name April 1, Unable to process last payment Apr 24 , Change on your equifax credit report Apr 25 Equifax Complete Premier Cancelled Apr 25 Equifax, Take Steps to Protect yourself... I tried to cancel my Equifax account, but having moved three times during Covid I lost all information pertaining to the account including passwords, PINs, etc, and it seems impossible to end the relationship. Thank you for your assistance **** *******

  Business Response

  Date: 02/05/2025

  Good morning BBB,

  This is to inform you that MBNA Cares made multiple call attempts to reach the customer on both Wednesday, April 30th as well as Friday, May 2nd to try and contact the customer with no response. 

  We left the customer multiple voicemail messages to call us back so that we can address and respond to their concern and resolve the issue. 

  A letter has now been sent to the customer informing them of our attempts to contact. 

  Thank you,

   

  ****

   

• Initial Complaint

  Date:12/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long-time customer of MBNA **********************, and I was reached out by phone at the beginning of January 2025 by a **** **************** representative to inform me of the suspected fraudulent transactions on my credit card happened on January 8th, 2025. The charges were confirmed to be fraudulent and she had cancelled my credit card and reissue a new one to be sent to me by mail. These charges are all between $3,000 and $4,000 of which the vendors were HBX, *********, and other vendors which I couldn't recall. In February 2025, after reviewing my account statement, I noticed the charge of $3,743.28 CAD (original transaction date was January 8th, 2025 to *******) was on my balance, and I reached out to the MBNA **************** immediately for their investigation and rectification. As of today, this is still on my account.The most recent conversation I had with an MBNA Fraud Representative was on March 5th, 2025, which was promised to receive an update on March 6th, 2025 by 2pm, but no one called me. I called the **************** back on March 9thm, 2025, a gentleman named **** was helpful and escalated the issue for me reference # ********.This transaction was originated on January 8th, 2025, as a few other fraudulent transaction which also happened on the same date, however, **** will not resolve this charge and held me liable to this fraud charge. I received a call on March, 12th, 2025 around 10am from ******* stating my fraud appeal was declined, and that I am liable to pay the $3,743.28. I was not given further explanations and no any documentations in writing was provided to me as to how they arrived at this decision. I am feeling very mistreated and disregarded as a consumer by ****, and I have fear of ever doing business with them again. When I requested for a reference number from *******, she told me there isn't one, but the phone call is recorded. However, they have the recording, I am still kept in the dark.

• Initial Complaint

  Date:30/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 28 I received a phone call from **** that I was past due for a minimum payment of $10.00. I had moved in August and I had called **** and notified them of the new address. I did not receive any statements in the mail and chalked it up to the recent Canada Post strike, and mail backlog. The caller confirmed that MBNA were still using my old address, and had not changed it. I had been making significant purchases in the preceding months and would transfer payments in full right away to MBNA. I had never been late on a payment before. I immediately payed the remaining balance of $245 through my banking institution. I tried to makes purchase on ****** the next day for a particular item I had been waiting on. The transaction was declined because of insufficient funds! I have now lost out on the very good deal I was waiting for because of MBNAs screwup, and I am afraid that my lifetime A1 credit rating is now affected. All of this is MBNAs fault, not mine. I wish this matter corrected immediately.

  Business Response

  Date: 05/02/2025

  We have contacted the customer and addressed their concerns. The matter is now considered resolved.

  Customer Answer

  Date: 15/02/2025

  For some reason I could not respond to the BBBs last message. The business did respond to my complaint. We went around in circles for a while with the responder talking about industry standards, etc. All of which mean nothing to me. This should never have happened especially during and just after a postal strike. To the businesses credit, they to steps to make up for their mistakes. I am 90% satisfied. I will stay with **** for the time being. But will take my business elsewhere if something similar happens again.

• Initial Complaint

  Date:12/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company reported me to the credit bureau for being late on paying an October 2024 statement in the amount of $7. This resulted in an impact to my credit score. Shame on ****. I now have a lower credit rating because ****'s statement arrived late, and therefore, my $7 payment was late. This situation will require a human touch, not a robot's touch. I would like for my credit rating to be restored. I phoned and asked **** to do that, and they refused. I make good money, and I've always taken pride in paying all credit card statements on time, and mortgage statements on time, until my mortgage was completely paid off several years ago. My habits and payment history should not result in my credit rating being reduced.

  Business Response

  Date: 14/01/2025

  We appreciate you taking the time to share your recent experience at ****. We appreciate your feedback,particularly when you've been disappointed with your experience. We have spoken with our customer regarding their concerns and trust that they consider the matter resolved. 
  
  Thank you again for bringing this to our attention and for giving us the opportunity to review the matter and respond.

• Initial Complaint

  Date:14/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with ****. I do not have a contract with ****, and they did not provide me with the original contract as requested.

  Business Response

  Date: 04/01/2025

  Good Morning,

  One of our customer service managers spoke to the customer on 12/23/24 and provided the customer with the necessary steps to be taken regarding their concerns about the account.

  Regards,

  Customer Assistance | MBNA | *************

• Initial Complaint

  Date:09/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a problem with **** not cashing my payments. I send them a cheque, they do mot cash the cheque (apparently it has gone astray), so I send MBNA a replacement cheque and they proceed to cash both cheques the original cheque and the replacement on the exact same day. While they have been withholding my cheque they do charge me arrears interest on my account. Which they deduct from the second cheque and then leave me with a credit balance of the remainder.This is not the first time they have done this. The most recent instance of this was this past week, November of 2024. I would like all arrears interest cancelled because the interest arose out of their failure to cash my payments in a timely manner.I would the credit balance on my account returned to me along with accrued interest charged at the same rate they would charge me should I have been indebted to them.I would like a written apology sent to my home address along with written assurances that this bad behavior on their part will not continue.

  Business Response

  Date: 17/12/2024

  Hello,

  I have invited the customer to contact me directly for resolution of their concern.  I'm currently awaiting their response.

  Thank you

  Customer Answer

  Date: 19/12/2024

  Complaint: 22536160
  
  I am rejecting this response because: We have not yet been able to talk by phone. E-mail discussions are unacceptable tothe firm
  

   

  It appears like, for some reason, MBNA cashed two cheques AND made a deduction from my bank account for this one bill. All on or about the same day.
  

   

  I am very interested in hearing their explanation.
  
  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint concerns ***** unjust & disproportionate credit reporting practices, which have severely impacted my credit standing over a disputed, trivial charge.Since opening my MBNA Mastercard in Dec-2016, I maintained an excellent repayment history until closing the account in Feb-2020. Over nearly four years, I conducted about $50,000 in transactions, consistently paying in full for 30 out of 35 statements, with only two statements showing partial payments above the minimum, &two with zero balances. Only one statement went unpaid due to a temporary account access issue from switching banks, for which I promptly paid the interest.Despite this strong history, in Dec-2021, **** alleged a 31-cent balance due to an interest charge. I disputed this, and MBNA eventually canceled it in May-2022, assuring me the account was inactive, discontinued, and fully paid.Yet, two and a half years later, in Nov-2024, I found **** had marked my credit report with a derogatory record over this minor charge, significantly damaging my credit score and making it difficult to obtain fair credit terms. Despite having my contact information, **** made no effort to inform me, leaving me unaware of this impact. This derogatory rating remains active, and MBNA seems oblivious to the serious, ongoing consequences of their actions on ************ is unconscionable that my otherwise strong credit record, built over years of responsible account management & full-time employment, has been marred by a disputed 31-cent charge that **** ultimately revoked. This unjust record has impaired my ability to negotiate essential financial products including lines of ***************** applications. I strongly object to ***** punitive reporting practices and their failure to notify customers of minor issues before escalating them to harmful credit actions.I request that **** remove this unjust credit blemish and reverse the undue harm on my score by annotating the account as closed and fully paid.

  Business Response

  Date: 19/11/2024

  Thank you for sharing your concerns with ******************* We contacted the customer to discuss these concerns and have made arrangements to help resolve this complaint. 

• Initial Complaint

  Date:19/08/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had terrible experience dealing with MBNA in a reference case # ********. I reported fraud after receiving a statement via email in May 2024. As I noticed that I had fraudulent transactions since November 2023 which I did not recognize making. I only used my card in May 2024 for two Propane transactions totaling 400$. However, my account statement showed a balance owing of 3880.90$.
  
  I quickly called MBNA to report this suspicious activity as well as advised them that I haven't received any statements until now in May 2024. I also informed them that I have locked my account so no further suspicious activity can be done.
  
  They started the fraud investigation with considering only some of the transactions and ended up crediting me with 2,323.51$ within their investigation period of 10 days. This resulted in current balance of 1,557.40$ as shown in the attached screen prints 1 & 2.
  
  I called again to reiterate my situation I had explained in the first place so to deal with the remaining balance of 1,557.40$. They started another investigation which has only led to disappointment. As they started taking away the credits they had previously applied to my account, despite fully confirming that those credits were applied due to fraudulent activity on my card. My account now sits back at 2,273.53$ (see attached screen prints 3 & 4) and they won't do any further investigation.
  
  I'm unable to make this payment, as I never made those transactions in the first place. They unwilling to hear my complaint and credit me back the total amount of 1,873.53$ (net of 400$ I made on the account).
  
  I'm now looking for your assistance with this matter where I made unnecessary payments to MBNA despite being fraud transactions. In total, I have made and will be making $3000 to MBNA. Please help me to resolve this matter and provide me with a refund of $3000 by the earliest possible. I will greatly appreciate any help you can provide with this. 

  Customer Answer

  Date: 08/11/2024

  I had a terrible experience dealing with MBNA in a reference case # ********. I reported fraud after receiving a statement in May 2024 but I noticed suspicious transactions since November 2023 which I did not recognize making. I came to know about these transactions only after making use of my card in May 2024 for Propane transactions totaling 400$. However, my account statement showed a balance owing of 3880.90$. I quickly called MBNA to report this suspicious activity and advised them that I haven't received any statements until now in May 2024. I also advised that I have locked my account so no further suspicious activity can be done. They started the fraud investigation by considering only some of the transactions and ended up crediting me with 2,323.51$. However, there was still remaining balance of 1,557.40$ as attached 1 & 2. I called again to reiterate my situation I had explained in the first place so as to deal with the remaining balance of 1,557.40$. They started another investigation which has only led to a greater disappointment. As they started taking away the credits they had previously applied to my account, despite fully confirming that those credits were applied due to fraudulent activity on my card. My account was brought back to 2,273.53$ (as attached 3 & 4) and they won't do any further investigation. Despite reporting to MBNA for fraud, they have continued accruing interest which resulted a balance of $2,656.71. To avoid interest charges, I paid it. Till date, I have made several calls to Customer Service who asked me to call their Customer Relations only to leave a voicemail for someone to call me back. But till date, I neither received a call from them nor any resolution to obtain my money. I'm now looking for your assistance with this matter. In total, I have made $3000 unnecessary payment to MBNA till date. Please help me to resolve this matter and provide me with a refund of $3000 by the earliest possible. Greatly appreciate your support!

• Initial Complaint

  Date:12/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MBNA provides an Amazon.ca Credit card. This credit card is to provide 2.5 points for every dollar spent on amazon.ca according to the terms and conditions as long as the purchaser is an Amazon Prime Member.However, MBNA is now saying that not all transactions are "Eligible" for the 2.5 points and there is no way for the consumer to know which transactions get 2.5 points and which don't. The Terms and Conditions do not differentiate. "Your Rewards Credit Card Account is associated with a Selected Amazon.ca Account with an Eligible Prime Membership.For every new one dollar in Canadian funds (CDN$1.00) in Net Purchases charged to your Rewards Credit Card Account:A) Two and one half (2.5) Points will be added to your Account when such Net Purchases are made on or at the Amazon Sites"MBNA's practices are very misleading and contrary to their terms and conditions.I have put forth a Complaint with MBNA support - Case # ******** Desired Outcome - All transactions earn 2.5 points as described in the terms and conditions.Alternate Outcome - stop the deceptive marketing and make it clear for the consumer that this rewards program is not what it appears to be. Update the terms and conditions to include the exceptions. Make it possible for consumers to make informed choices on their purchases to know which purchases will receive the reward and which will not.

  Business Response

  Date: 23/08/2024

  MBNA ************* reviewed the concern. Upon review, specialists have confirmed with our office that these transactions should have earned 2.5 points per dollar spent. We have confirmed that the appropriate technical experts have now been informed of the problem and are working towards a remedy for the issue.
  Our attempts to reach you by phone have not been successful.
  We noted that the points that were missing from these transactions have been adjusted and ********************* added 2000 points as a goodwill gesture.

  We were unable to reach the customer by phone to discuss the matter. To have the concern further reviewed, please call ********************* at ************. 

  Customer Answer

  Date: 23/08/2024

   
  Complaint: 22130617
  
  I am rejecting this response because:

  I spoke with *** today and the issue has been escalated as they are aware of the problem.  The issue is widespread and they plan on manually remunerating all past transactions and manually remunerating all future transactions until they can permanently fix the issue.  *** is unaware of the time frame for remunerations. 

  *** is unaware of how long it will take to fix the issue or how far back they will go.  I personally have incorrect rewards for transaction back to December 2023.  (I cannot see past transactions prior to August 2023 in my account. ) 

  *** said coaching and training has been sent out yesterday to inform customer service agents of the issue.  Other customers with this issue do not need to call in as they are aware and the issue will be resolved and they will receive their remunerations eventually.

  We have agreed that the BBB case needs to remain open as a way to confirm that the TD/MBNA follows through on their promises.  The ticket will be closed once confirmation of the remunerations have been confirmed.

  *** has given me his phone number and email address for communication about this issue.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 23/08/2024

  Thank you for taking the time to share your concern (Reference ********). We sincerely apologize for any inconvenience or frustration you may have experienced.

  We received your concern on August 12, 2024 about your MBNA Amazon MasterCard and a discrepancy that you reported with points accumulated on some Amazon transactions. Specifically, that you were not earning 2.5 points per dollar spent on Amazon purchases completed on June 28 and July 18, 2024. You wanted to report the error to MBNA Leadership.

  Thank you for reporting the error. Specialists have confirmed with our office that these transactions should have earned 2.5 points per dollar spent. We have confirmed that the appropriate technical experts have now been informed of the problem and are working towards a remedy for the issue.

  If you are not satisfied with the resolution provided, you can choose to have your concern further reviewed.

  Information on how to contact the ********************************* is below.

  Mail: *********************************, P.O. **************************************
  Fax: ************ or **************
  Phone: ************ or **************
  E-Mail: **************

  Customer Answer

  Date: 25/08/2024

   
  Complaint: 22130617
  
  I am rejecting this response because:  

  Please look at this issue more thoroughly before responding.  Based on your most recent response, you have missed a lot of information.  Please follow up with ********************* before responding as he has a lot more information.

  This complaint is to remain open until the matter has been resolved.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/09/2024

  Thank you for the additional message. 

  MBNA, a division of the ******* , has been made aware of the error brought to our attention by the customer and is actively working towards a remedy. The customer indicated that he did not wish to accept compensation until experts have remedied the problem. At this time, we do not have any updates regarding remediation for this error. However, MBNA has committed to completing remediation which will include manual adjustments for affected accounts. 

  This resolution was provided to the customer who indicated that they were not satisfied. As such, the customer was provided information about how to elevate his concern with the TD ********************************** formerly the office of the TD TD Ombudsman, should he wish to have the complaint further reviewed. 

  Information regarding MBNA's complaint handling process can be found by navigating to ******************************************* . 

  Since MBNA has provided the customer with our resolution, we recommend that the customer follow up with the TD ********************************* and we request that this file be closed. 

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22130617
  
  I am rejecting this response because:  Feel free to prove to me that the issue has been resolved by crediting me my missing points.  I was told by *** not to have other people with this issue not to call in and complain.  They have not had their missing points credited to them yet.  Please proceed with crediting the missing points to all customers.  You don't need my permission to do so.  This issue will remain open until the points have been credited.  As I told ***, TD can says they are going to fix this but until they actually do that is just platitudes.  
  
  Sincerely,
  
  ***************************