MBNA app and online glitch leaves customers unable to make debit card payments

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MBNA customers are furious as a glitch on the bank’s app and website blocked them from paying off their credit cards with a debit card.

The issues started this morning after the MBNA website and app was given an overhaul today – but the credit card provider has said the problems are unrelated to the online updates.

The MBNA app and website has a glitch which means you can't pay off your credit card using a debit card
The MBNA app and website has a glitch which means you can’t pay off your credit card using a debit card
Alamy

Customers were able to pay off their MBNA credit card using any debit card before today, which the bank’s website said gave customers “completely flexibility”.

But now users are unable to do this because of a technical error – and MBNA can’t say when it will be fixed.

Some customers fear it could be days until the issue is put right.

In the meantime, MBNA said customers can pay off their credit card by making a bank transfer in your bank’s branch or online, or by using telephone banking.

The MBNA website and app has a new look - and a message at the top warning customers about the glitch
The MBNA website and app has a new look – and a message at the top warning customers about the glitch
MBNA

Many customers took to social media to complain about the glitch.

Some said they are unable to make a Faster Payment online – the name given to an online bank payment – because their bank requires them to use a card reader which they don’t have.

MBNA – which is owned by Lloyds Banking Group – told The Sun that the issue is only affecting debit card payments to an MBNA credit card.

But some customers have said there are other issues, including problems with the Faster Payment service on the app.

Krystina Nellis tweeted: “So not only is the @mbna app and website totally broken so nobody can pay through it, it’s also combined my details with those for an account with another bank which… WHAT.”

Andy Doyle said: “This is frustrating, I can’t make BACs payments without my card reader which has broken.”

Other ways to pay off your MBNA credit card

CUSTOMERS can't pay off their MBNA credit card using a debit card currently, but there are still ways to pay it off if your payment is due:

By direct debit: You can set up a Direct Debit to make automatic credit card payments each month, either for a set monthly amount, the minimum payment or the full balance.

By cheque: You can pay by cheque if you make it out to MBNA Limited and quote your credit card number and name. See the ‘How to pay’ section on your statement for more details. Post it to MBNA and leave at least 7 working days for the payment to be processed.

At your bank: You can pay at any UK bank or building society (in branch, over the phone on 03456 062 062 or online) using the following payment details:

Sort code: 77-29-00
Account number: 0000 0000
Reference: your 16-digit card number

MBNA will apply the funds to your card account on the working day it receives them. It recommends you allow at least one working day for your payment to reach it.

Several said there have been issues with debit card payments on and off for “months”.

A MBNA spokesman said: “Currently our credit card customers are unable to make an online payment to their credit card using their debit card.

“We are working to resolve this issue as quickly as possible, and apologise for any inconvenience caused.

“In the meantime, customers can still make online payments to their credit card from their current accounts and also by calling us.”

The bank has a list of options on its website of ways you can pay off your credit card.

MBNA’s website and app were given a new look today, and there are new online services for customers after a series of online updates

MBNA has about seven million customers, making it one of the largest credit card providers in the UK.


Lloyds Banking Group bought credit card firm MBNA for £1.9billion from the Bank of America in 2016.

The credit card provider axed its air miles credit cards last year, which gave customers free flights.

Meanwhile, we’ve revealed why it’s going to get harder to get a top 0 per cent credit card in the future.

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