For my sins, I once applied to MBNA for a credit card. I can't knock the speed with which they processed the application and sent the card, for me the true test of a company comes from how they react when things go wrong.
They say in their Company Profile, that they treat all their customers in the same way in which they expect to be treated. They must expect to be treated pretty badly then.
I am not proud to admit that for one reason or another, I have got myself in to a bit of a financial mess. There was no way I was going to declare myself bankrupt, and IVA's are just delayed bankruptcy, but you pay a bit first. I have always accepted responsibility for my mistakes, and I had every intention of doing so with this.
The advice from everyone is to contact your creditors. They may freeze the interest and accept reduced payments. I went to the CCCS, and they helped me with this, sending payment proposals to everyone for
me, and advising that I only wanted a few months to get myself straight, and then I would be making full contractual payments again.
The advice is good - it's a shame the companies don't listen. MBNA have been particularly heavy handed over this.
I don't automatically expect companies to do what I want, but it would be nice if they treated me like a human being, and looked at my case on it's merits. Instead they just look at their terms and conditions, and treat us all like idiots.
The first person who contacted me from MBNA was particularly rude. She told me they wouldn't be accepting my proposal, and that I needed to bring my account up to date. When I politely pointed out that I would if I could, but it's because I can't that I've asked for help, she accused me of being obstructive. I was only being honest. She then accused me of making fraudulent transactions, and ended with the phrase 'Why should we help you?' If this is what you get when you follow the experts advice, then I wish I hadn't bothered.
The second (or third) girl I spoke to - I've lost count - told me they would accept my proposal of payment, but only if I trebled it. She even asked if I could borrow the extra money from someone. When I asked if she would borrow money from her 75 year old parents for this kind of thing, she said she would. Yeah, right. In other words, can I get further in to debt to pay them what they want. Is it me, or is this really bad advice.
They phone me regularly, and each time they get a little heavier with their attitude. I do appreciate that I owe them money, and I do appreciate that they should be paid it, but I have not said I won't pay it. I have simply asked for a few months to get straight, by which time I will be able to pay them regular contractual payments again. As they are aware of a problem, I honestly don't know what they are hoping to achieve by contacting me all the time. It's as if they think I will suddenly find shedloads of money because they want me to. I wish I could.
Their Collections department reminds me a bit of your average back street money lender. I'm seriously expecting them to tell me to pay up lose my kneecaps. They say they are understanding if there is a problem, but the only thing they understand is that their monthly income has temporarily reduced.
I have always paid my way in life, and I am not proud that I have had to ask for help. Their constant threatening calls are only making things worse.
I have obviously written to my other card companies the same as I have MBNA. They have all refused to accept my offer of payment, and only 1 has so far stopped the interest. None of these other companies, however, are constantly on the phone harassing me for payment. I think they have a brain cell somewhere, which means they know there's no point wasting their time asking.
Over the course of the time I have been with MBNA, I have been late with my payment on a couple of occasions. (because I lost the statement). These guys are the quickest in the business at chasing these payments up - you can usually expect a letter on your mat the very next day. The payment has usually arrived by then.
All in all, I have to say that MBNA Customer Service leaves a lot to be desired. They're your best friend until you upset them, and then they behave like the biggest bully in school. And there is NO excuse for their staff being blatantly rude on the phone. They could save one of the rainforests, if they cut down on the letters they send you as well.
The icing on the cake - since approaching them, and receiving lots of abuse, they have written to me twice offering me a loan! They really don't think do they.
My advice to anyone looking at a credit card. Don't go to MBNA unless you can guarantee that your income will never reduce. They are only interested in people who have loads of money, and who's income will never falter.
Or - put the money you would spend on credit every month in to a savings account. Then, when you have enough to pay for your car, holiday, music centre etc, you can buy it. It will it then be all yours, and not belong to a credit company. Plus instead of paying someone else loads of interest, (which increases the overall cost of your purchase) you'll actually have been making extra money by earning interest.
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Advantages: High credit limits, flexible lending policy, good balance transfer offers Disadvantages: Low minimum repayments, charging for balance transfers
mason22 18.02.2005 (18.02.2005)
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