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Serious Issue with MBNA's Online Banking
October 20, 2014
7:35 pm
James
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The MBNA website has recently undergone changes which were supposed to be completed by September 30, 2014. We are now 20 days past that completion date and many are still not able to access their accounts online.

The new system requires that you re-enroll. When you attempt to do this, you will be told that the system is currently not available, and you should contact customer support. Unfortunately, contacting customer support will do nothing for you. Online representatives will paste various pre-determined responses to your questions and ultimately, will tell you to phone customer support.

When you phone, you will be on hold for at least 30 minutes (probably longer). They will tell you that there are a lot of people trying to register on the site and you should be patient because there is nothing they can do. I've asked three separate times for a supervisor to return my phone call. It has been several weeks and nobody has returned my calls. When last I spoke with customer service, I was told that I should expect at least a week of wait time before a supervisor calls me.

I was able to speak with a manager when I called in, and after arguing with me that I was being impatient, they offered to send me a coffee for my trouble.

After trying 6 different times on the phone, I'm still in the same position: unable to see what I owe online. They can do this on the phone, but only after a 30 minute wait.

For anyone considering any of MBNA's products, or for those who may need to check their accounts in the near future, I wanted to post this as a warning.

October 20, 2014
7:47 pm
kanaka
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If I was you.......I would be moving my banking elsewhere.

October 20, 2014
7:56 pm
Loonie
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MBNA has some of the more attractive credit card offerings that are out there, although I have not personally signed up for one yet.
Thanks for the warning though.

I have a question. If you sign up for an MBNA credit card, does this mean you must access the account online? Is there no statement mailed out?

October 20, 2014
8:23 pm
GS1
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I was fortunate. I had read about the new website from the mailer I received.

Last week I went to review my account and found I had to sign up again. The most difficult thing was choosing the security questions. There are six of them and each question has a dozen or so choices. The question choices are less than user-friendly. Question 1 has a number of choices, which include, "what is your favourite magazine subscription" and "what is your favourite TV show". The answers to both questions likely will change over time. Many of the question choices are like that. I struggled over all six questions to ensure I would know the answers in one or more years.

Other than that I was pleased with the conversion. Of course, YMMV!

GS

October 20, 2014
8:24 pm
James
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Kanaka: I agree completely. In fact, I told them that's what I was going to do and that's what prompted them to offer me a coffee. I'm currently looking for a comparable card to the Smart Cash with no annual fees.

Loonie: MBNA sends out credit card statements at the end of the month. I wonder if there will be issues with customers exceeding their limits, or not paying on time (since the statement is not always on time).

GS: glad to hear you got to re-enroll. MBNA told me 'many people' have successfully re-enrolled but there are millions more so we should 'be patient'.

October 21, 2014
7:19 am
Loonie
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"The statement is not always on time"?? Good grief! This is really bad.
I think it's always wise to track your own spending and not rely on a website to tell you where you're at, but, still, if they offer it, it should be available and reliable. And statements should come on time!

October 21, 2014
10:44 am
james1900
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I did re-enroll successfully. But I only found that the new online website does not provide more services. In fact, the user cannot request credit limit increase or decrease online any more. (old website had those two functions.)

October 21, 2014
5:44 pm
Calan
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I had no trouble in the migration, but have heard of many people online having problems. I do agree with GS that setting up the security questions was quite an ordeal, and I have some concern I won't be able to get them "right" one or more years from now.

I have only ever had one problem with MBNA, it was partly my fault, and they double-refunded me by accident (I didn't report this) so I stayed with them:
As a student, I have a fairly low limit on my MBNA card. I was watching my limit closely in order to keep earning interest on the money in my account for as long as possible. The MBNA website displayed a pending transaction incorrectly (for less than the true amount) and I didn't catch this, so I went over my limit. Called MBNA to complain and they refunded my fee for going over - they actually refunded it twice, and the extra $25 or so was nice, and they didn't catch their error there. They did say it would still go on my credit history, but from monitoring through Equifax it doesn't seem to have made much (if any) difference.

Overall quite happy with MBNA and have received several $50 reward cheques since getting the card.

October 25, 2014
6:42 am
Save2Retire@55
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Sorry to hear about your trouble. I re-enrolled as soon as the site was back online with no issues. The issue is getting hold on them via the phone which seems impossible.

October 25, 2014
7:50 am
James
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Hi all,

In fairness, I wanted to update this thread to let you know that I am now able to access my MBNA account online. I did this by trial and error (every hour or so, I would attempt to access the site, and finally in the afternoon last week, it allowed me to sign up). I've received no mail or phone calls from MBNA to follow up on the issue I was having. I am glad to hear that most of you did not experience the same issue.

Have a great weekend!

October 25, 2014
5:19 pm
ching1013
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October 25, 2014
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Rmb do not use firefox or chrome to register the mbna online banking.

I was told to use internet explorer to do so, and it works.

October 25, 2014
5:29 pm
Jon
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ching1013 said

Rmb do not use firefox or chrome to register the mbna online banking.

I was told to use internet explorer to do so, and it works.

This just show they have a crappy tech team, only sloppy technicians will try a website only on IE (ask Peter about that)

I don't understand, can they keep the old website running and transfer people slowly by inviting one group of customer at a time so the website don't crash because everybody try to get it transfered?

October 26, 2014
12:49 pm
James
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When I was talking to the MBNA rep, they suggested that I try a different browser than IE to see if I could get on that way. (FYI: I tried IE 8, IE 11, Chrome, Firefox - none worked.) They also suggested that I type my name with no capitals (that did not work either). If anyone is still trying to access their account though, they may want to try these things. My successful attempt was done using IE 8, and capitalizing the first letter of my first and last name. I really agree with Jon above and think it is an issue with the server at their side, rather than browser settings.

Good luck to those who still need to convert their accounts!

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