Resolving Disputes with MBNA

Step 1

Evaluate and define your concern.

Assemble all the relevant facts and paperwork in chronological order.
Pay special attention to dates and the names of people involved.
Determine how MBNA can help you.

Step 2

Contact MBNA by phone or mail.

Phone
Our highly skilled Customer Service associates are available 24 hours a day, seven days a week. We empower our associates to resolve customer concerns on the first call. A committed management team supports our associates.

English—toll-free
1.800.404.1319

TDD
Bilingual—toll-free
1.800.872.5758

Mail
Our equally skilled Customer Correspondence associates review all letters mailed to us by customers, then endeavor to resolve each customer's concerns. We will acknowledge your correspondence within five days of receipt.

MBNA Canada Bank
Attention: Customer Service
P.O. Box 9614
Ottawa, ON K1G 6E6

Step 3

Ask to speak to a manager.

If, after speaking with one of our Customer Service associates, the matter is not resolved to your satisfaction, please ask to speak to a manager.

Step 4

Write to the Customer Advocate's Office.

If you have followed Steps 2 and 3 and still aren't satisfied, write to the Customer Advocate's Office.

MBNA Canada's Customer Advocate's Office (CAO) is mandated to facilitate departmental reviews of unresolved complaints. The CAO manager will ensure that senior managers of the department(s) involved evaluate your concern and make every effort to develop a resolution with you.

Please write a letter describing your concern(s), including the following details:

When the problem started and any relevant dates (in chronological order)
Copies of statements and other documents (if available and applicable)
Names of MBNA associates and dates of contact with MBNA

Mail
MBNA Canada Bank
Attention: Customer Advocate's Office
P.O. Box 9629
Ottawa, ON K1G 6V1

Step 5

Contact MBNA Canada's Ombudsman.

If your concern remains unresolved, you should contact the MBNA Canada Ombudsman. Again, please ensure that you include the following details:

When the problem started and any relevant dates (in chronological order)
Copies of statements and other documents (if available and applicable)
Names of MBNA associates and dates of contact with MBNA

MBNA Canada's Ombudsman is mandated to provide an independent and impartial review of unresolved complaints. In addition, the Ombudsman works with MBNA Canada senior managers to improve processes and increase customer satisfaction.

You may contact the Ombudsman if you have followed Steps 2, 3 and 4 as long as legal proceedings are not pending regarding the matter. If it is determined that you have not followed the complaint resolution process above, the Office of the Ombudsman will forward your concern to the appropriate department and person and provide you with verbal or written confirmation of this development.

Phone: 1.877.405.6262
Mail:
MBNA Canada Bank
Attention: MBNA Canada Ombudsman
P.O. Box 9629
Ottawa, ON K1G 6V1

Step 6

Contact the Ombudsman for Banking Services and Investments (OBSI).

The Ombudsman for Banking Services and Investments is an independent organization that will investigate your concern once you have used all available options within MBNA. The OBSI must be apprised of the situation within six (6) months of the MBNA Canada Ombudsman's review.

Mail:
Ombudsman for Banking Services and Investments
P.O. Box 896
Station Adelaide
Toronto, ON M5C 2K3

For further information:
Toll-free phone: 1.888.451.4519
Toll-free fax: 1.888.422.2865

Email: ombudsman@obsi.ca
Website: obsi.ca

Coercive Tied Selling

Section 459.1 of the Bank Act prohibits coercive tied selling. Specifically, it is against the law for a bank to "impose undue pressure on, or coerce, a person to obtain a product or service from a particular person, including the bank or any of its affiliates, as a condition for obtaining another product or service from the bank." For example, if you apply for an MBNA Canada credit card, we cannot require you to obtain another product as a condition for obtaining the credit card.

Complaint Procedures

The Financial Consumer Agency of Canada (FCAC) monitors and supervises financial institutions that are regulated at the federal level to ensure compliance with federal consumer protection measures on issues such as branch closures, coercive tied selling, complaint procedures, and cost of borrowing disclosure.

With respect to complaint handling, the FCAC does not play a role in quality of service, product pricing and billing or payment errors. Rather, the FCAC works to protect and educate consumers in the area of financial services.

If your complaint or inquiry concerns any consumer provision found in federal law, please call the Financial Consumer Agency of Canada at 1.866.461.3222. If you prefer, you may write to: FCAC, 6th Floor, 427 Laurier Avenue West, Ottawa, Ontario K1R 1B9.