Reporting Fraud

What you do if you suspect fraud

MBNA and our credit card partners will not disclose or request sensitive information in any unsecured communications (e.g., full account number and security passwords). If you should receive a correspondence containing or asking for this type of sensitive information, do not reply to it. Treat it as suspicious and call us immediately on 1800 409 511.
When you receive a legitimate email from MBNA, it will always greet you with your title and surname and will contain the last 4 digits of your card number. This helps you to verify that the email has originated from a trusted source. MBNA will always require you to successfully log on to our secured Online Banking service first before asking for any account or personal information. Should you receive an email that appears to be from MBNA, but you suspect it to be a hoax, please forward it as an attachment to emailfraud@mbna.com before permanently deleting it from your mailbox.
Hoaxes are becoming commonplace-whether by phone, internet or mail. If you suspect that you have received or responded to a hoax correspondence that appears to be from MBNA or any of our credit card partners, call us immediately on 1800 409 511. When a hoax attempting to steal our customers' details is reported to us, we have a dedicated team that will work closely with law enforcement agencies to shut down the fraudulent operations.
If you are not receiving your credit card statements or they appear to have been tampered with, call us immediately on 1800 409 511. Fraudsters may have attempted to access your statement and you should be particularly on your guard if you receive calls asking for your security details.
You will not be liable for fraudulent transactions. Just let us know as soon as you notice any unusual transactions on your account.

What we do if we suspect fraud
MBNA has an early warning fraud system that monitors your account for unusual transactions.

Where we believe a card may have been lost, stolen or compromised, we will try and contact you to check that you are in possession of your card and did indeed authorise the transaction. These calls may be made using the latest technology where the voice you hear will be computer generated speech. If you recognise the transaction, follow the instructions to confirm it and then continue using your card as usual. If you don't recognise the transaction, we will transfer you to a fraud representative who will assist you.
If we are unable to reach you, we will apply a safeguard to your account and write to you asking that you contact us as soon as possible. This safeguard will also prompt retailers to call us for authorisation the next time the card is used.
We will then ask for extra security information to ensure the card has not fallen into the wrong hands. If we are not satisfied with the response, we will not authorise the transaction.
In such instances, call us immediately via our helpline number, which can be found on the back of your card. We are open 24/7.
It is important to keep your personal details up–to–date. If your personal details change, let us know so that we can update our records and contact you as soon as possible if we suspect that your account is being abused. You can make your changes on our Online Banking service.