Horrid customer service, Unreasonable Fees
Written: Oct 09 '06 (Updated Oct 28 '06)
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Pros: Nothing worth noting
Cons: Misleading and misinforming customer service representatives
The Bottom Line: Do not do any business with MBNA or Bank of America as they will fleece you!
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| vaniteux's Full Review: Quantum (MBNA) |
I recently moved from New York to Maryland and requested a change of address with my MBNA World Points Visa card (which I had for 10 years, before they were acquired by Bank of America), to be effective a few days before I actually moved into my new apartment. After a month, I checked my account online and realized that a payment was due on that same day, so I called MBNA to tell them that I would like to make a payment even though I never received a bill in the mail. The MBNA representative told me that my address change was pending, even after a whole month, which is why I never received a bill, and despite that fact, they would still charge me a late fee and there was nothing they could do as I had not made the payment before 5pm of that day. So I decided to close the account as I do not deal with companies that try to fleece their customers. But before actually closing the account, I noted to the representative that I had rewards points and I wanted to use them before closing the account. I asked the representative if I would be able to use the points after closing the account, and the representative assured me that I could. A few days after closing the account I logged on to their rewards website to try to use my rewards points, but the website couldn't log me on, and so I called into their customer service, and a representative told me that this was because their website was down. I checked back a few days later and the same thing happened, so I called customer service again, but this time, the representative informed me that my rewards points had been forfeited and that there was nothing they could do as I signed an agreement with those terms. So my complaint is about MBNA's service representatives who misinform their customers, telling them what they please without checking the facts. This is a bad business practice and shows an ill will and disregard toward their customers.
In response to a comment made about the type of card this was: Good point, this card started out as an MBNA Quantum Visa card, but was recently switched to a Worldpoints Signature Visa card. When I called MBNA to tell them that I didn't request any changes for my card, the representative informed me that the new card is basically the same and has exactly the same benefits but with the added feature of Worldpoints rewards. From what I've read, both types of cards are supposed to offer superior customer service, but this was definitely not the case.
Update 10/28/2006: I wanted to also mention that I did write letters of complaint to both MBNA headquarters as well as Bank of America headquarters with no response. But after writing a letter to the Better Business Bureau of Delaware, an MBNA representative in "executive relations" called and left a message stating that she wanted to discuss the letter forwarded to them by the Better Business Bureau. When I called her back, she offered to re-open my account, credit me the $39 late fee that I was charged, and reinstate my Worldpoints. This has improved my view of MBNA slightly, but I will change my ratings as reinstating my points does not erase what happened nor does it prove that they will be training their representatives better. Also, it took a letter to the Better Business Bureau for them to respond.
Recommended:
No
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Epinions.com ID:
vaniteux
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Reviews written: 2
Trusted by: 0 members
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