Closing my account after 13 years
Complaint
Zephyr
Country: Ireland
I closed my account with MBNA this morning 13 years after receiving my card. For the first time over those years I had gone over my limit due to a double bill for college fees.
I was unaware of this until my card was refused as nobody from MBNA contacted me. I paid over €6,000 of a €7,000 bill but was one day late paying the remaining €1,000. and was charged interest on the full amount. Last week I rang customer service and spoke to a very helpful lady who said that as I was such a good customer who had always paid promptly she was sure that a degree of accommodation could be made and that she would pass the inquiry on to her manager and I should get a reply with 48 hours.There was no further contact so I rang back this morning and spoke to a lady called Theresa who was also polite and helpful and she transfered me to her manager, David. I explained my situation truthfully and in full and was informed that they were a business. I believe that it quite obvious and did not need to be pointed out to me. He said that he was out last week so that's why nobody returned my call.His attitude was dismissive and he seemed irritated by my call. I work with the public myself all day and if one of my staff behaved as this man did I would ask HR to send him on a refresher course on dealing with the public.
It was very disappointing and I will no longer recommend the company to clients. All those years of paying in full and on time and he didn't even offer to make the smallest allowance, instead he told me that the late fee will stand plus interest on the interest.
I was unaware of this until my card was refused as nobody from MBNA contacted me. I paid over €6,000 of a €7,000 bill but was one day late paying the remaining €1,000. and was charged interest on the full amount. Last week I rang customer service and spoke to a very helpful lady who said that as I was such a good customer who had always paid promptly she was sure that a degree of accommodation could be made and that she would pass the inquiry on to her manager and I should get a reply with 48 hours.There was no further contact so I rang back this morning and spoke to a lady called Theresa who was also polite and helpful and she transfered me to her manager, David. I explained my situation truthfully and in full and was informed that they were a business. I believe that it quite obvious and did not need to be pointed out to me. He said that he was out last week so that's why nobody returned my call.His attitude was dismissive and he seemed irritated by my call. I work with the public myself all day and if one of my staff behaved as this man did I would ask HR to send him on a refresher course on dealing with the public.
It was very disappointing and I will no longer recommend the company to clients. All those years of paying in full and on time and he didn't even offer to make the smallest allowance, instead he told me that the late fee will stand plus interest on the interest.
Comments
Unfortunately, treating customers like dirt will dry up their customer base & they will be out of business.
The larger their parents get (MBNA is now Bank of America), the less they care about good customers, in fact they apparently PREFER debt-risk customers from whom they can extort outragious $40 fees & 29 percent rates while everyone in the country suffers the consequences!