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COVID-19 (Coronavirus) - Frequently Asked Questions
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Financial relief
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Purchase Transaction Dispute
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Fraud Protection
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Travel
If approved for a payment deferral, we will report to the credit bureaus that the underlying is "deferred". A deferred payment is not considered the same as a missed payment on credit bureaus or credit scores. We do not report a COVID-19 related "deferred payment" as a "missed payment".
Your credit score is calculated using a formula based on your credit report and reflects various factors. One of the factors that may affect your credit score includes the amount of your outstanding debts – which may increase as a result of a payment deferral.
For more information about credit reports and your credit score, you can visit the Financial Consumer Agency of Canada (FCAC) site, or contact the credit bureaus (also known as the credit reporting agencies), Equifax Canada and TransUnion Canada, directly.
Yes, if you have a balance protection insurance, your premiums will continue to be charged and your credit card account will continue to be insured during the deferral period.
If you’re enrolled in the MBNA® Credit Card Payment Protection Plan, you may be covered in the event of involuntary unemployment or job loss due to layoff or dismissal without cause. Please refer to your certificate of insurance for terms and conditions. To file a claim, please visit the Assurant website.
® Assurant is a registered trademark of Assurant, Inc.
Travel Merchants
Many airlines are offering to waive fees, change flights or possibly refund in-full. Please attempt to resolve this with the Airline, before contacting us. Merchants may be experiencing heavy call volumes. We are encouraging cardholders to please visit the merchant websites to resolve the matter. If you are unable to resolve and your date of travel has passed, learn more on how to start a purchase transaction dispute investigation.
Since the merchant is willing and able to provide the hotel stay, the merchant is entitled to be paid for one day’s accommodation. We encourage you to continue to work with them for a mutually agreeable outcome.
While we appreciate with the situation, the cruise merchant is expecting to be paid as they are willing and able to provide the cruise. We encourage you to work with them for a solution. Many cruise lines are offering to waive fees to change bookings or possibly offer vouchers for alternate dates. However, if the cruise line was responsible arranging your flight - we might be able to assist. In this case, learn more on how to start a purchase transaction dispute investigation, so we may start an investigation.
As these charges are not disputable we are limited to the value of the purchase transaction. We encourage you to continue to work with the merchant for a mutually agreeable solution. If your new travel arrangements are separate from your original booking, and after contacting the merchant you were unable to resolve the dispute, please learn more on how to start a purchase transaction dispute so we may start an investigation on the original booking.
While we appreciate your safety concerns, if the travel merchant is willing and able to provide the service then their cancellation and/or refund policy would apply. This would need to be handled separately for each aspect of your itinerary (e.g., airline, hotel and rental car agency).
Note: If services/tickets were purchased through third-party resale sites, the refund policy of that third-party sale would apply—not the refund/cancellation policy of the original merchant.
Use of Credit / Vouchers in Lieu of a Refund
While we empathize with the situation, there are no dispute rights in play here since you are voluntarily choosing not to use the services and the voucher was offered as a courtesy.
You must first attempt to resolve the dispute with the merchant after the original expected date of receipt. Although we are asking for clients to be flexible, if the merchant fails to provide the service by the expected date, you may have dispute rights. Learn more on how to start a purchase transaction dispute.
Missing Refunds
Because companies can take up to 15 business days to issue a refund, we cannot begin our investigation until that time has expired. If it has been at least 15 days since the refund was issued, please contact us so we may start an investigation.
You can also check your most recent transactions online through MBNA Online Banking and the MBNA Mobile app. If you are not currently registered for MBNA Online Banking, register online today – it only takes a few minutes
Non-Receipt of Merchandise or Services
You must first attempt to resolve the dispute with the merchant after the expected date of receipt. Although we are asking for clients to be flexible, if the merchant fails to provide the merchandise by the expected date, you may have dispute rights. Learn more on how to start a purchase transaction dispute.
Cancelled or Returned Merchandise
You must first attempt to resolve the dispute with the merchant as some merchant have extended their return window during this time. Although we are asking for clients to be flexible, if the merchant fails to follow their cancellation/return/refund policies, learn more on how to start a purchase transaction dispute investigation.
Scheduled Events
Please contact the merchant and attempt to resolve before contacting us. You are not required to accept an alternate date. If the dispute cannot be resolved with the merchant, we may be able to dispute the purchase transaction.
While we empathize with the situation, unfortunately if the event is scheduled as planned and the merchant is willing and able to provide the service there would not be dispute rights for this situation under non-receipt. If you cancelled the tickets, the merchant’s cancellation and/or refund policy would apply.
Note: If services/tickets were purchased through third-party resale sites, the refund policy of that third-party sale would apply—not the refund/cancellation policy of the original merchant.
Dispute Involving the Purchase of Gift Cards
Please contact the merchant and attempt to resolve before contacting us. As the gift card represents purchased services, and the merchant is now unable to provide the services, we may be able to dispute. Learn more on how to start a purchase transaction dispute.
Please contact the merchant of record (such as grocery store) and attempt to resolve with them before contacting us. If you are unable to resolve with that merchant, learn more on how to start a purchase transaction dispute investigation.
As the situation with COVID-19 evolves it is important we all remain vigilant in protecting ourselves against fraud. MBNA will never send you unsolicited emails asking for confidential or personal information, such as your password, PIN, or credit card numbers. Here are some additional tips and best practices to consider:
Be wary of suspicious emails – Do not open attachments or click on embedded links in emails that you do not trust. By opening an attachment or clicking on an embedded link you could unknowingly download malicious software onto your device. The Canadian Bankers Association is also cautioning against email scams related to COVID-19.
For more information on how to stay vigilant in the fight against fraudsters and keep yourself protected, please visit our Security and Fraud Protection page.
At MBNA, your account security is our top priority. If we identify a transaction we feel is suspicious we may place a temporary hold on the transaction until it can be verified as legitimate.
Check your phone for an MBNA Fraud Alert SMS message, or automated voice call. Simply follow the instructions provided in the alert to respond and verify your transactions. A few simple key presses will verify your transactions and allow you to continue spending with no need to call in.
Please note, if you have multiple authorized users on your account you may receive a Fraud Alert on a transaction attempted by one of your users.
Please work directly with your airline and lodging provider or contact the Rewards Center call center at 1-514-437-9859 Monday through Friday from 8 a.m. to 10 p.m. and Saturday, 8 a.m. to 8 p.m. EST.
Please contact the Rewards Centre at 1-877-877-3703 Monday through Friday from 8 a.m. to 10 p.m. and Saturday, 8 a.m. to 8 p.m. EST, or you can submit an email to contactus@itsmyrewards.com for further support.
Please include the following information:
- First & last name of cardholder
- Home phone number
- Full address incl. postal code
- MBNA booking reference number
- Subject line: should include the date of travel and action required “ie. Change – March 26 flight”
Please review the cancellation policy of the airline or hotel website directly to see if you're eligible for a refund or credit. You can also use the links below to view airline-specific information, and the latest Coronavirus (COVID-19) travel advice:
The Rewards Centre follows the policies of their partners, which means that any credit, refund or change will be at the discretion of the airline, hotel, or other travel provider. The Rewards Centre will apply the cancellation policy that is applicable to your travel purchase at the time of the cancellation request.
If you qualify for a full refund, The Rewards Centre will process your cancellation request without contacting you. All cancellations are final. Cancellations will be confirmed by email from the Rewards Centre. Submitting an email cancellation request does not guarantee a full refund. Cancellation policies differ depending upon the airline and if you wish to cancel, not all airlines allow for refunds at this time.
In the event where you do not qualify for a refund, the Rewards Centre will contact you by email or telephone before processing your cancellation request.
After reviewing the above, please send an email to contactus@itsmyrewards.com with the following information:
- First & last name of cardholder
- Home phone number
- Full address incl. postal code
- MBNA booking reference number
- Subject line: should include the date of travel and action required "ie. Cancellation – March 26 flight"
Please submit a cancellation request by sending an email to contactus@itsmyrewards.com. When you submit your cancellation request the Rewards Centre will review your travel purchase cancellation policy as set out by the travel supplier. Please note that the Online Cancellation Request does not guarantee you a refund, but it does start the cancellation process.
If you have received notice that your trip has been cancelled already, please call the Rewards Centre at 1-877-877-3703 to ensure that the reservation is properly cancelled.
If you have received a schedule change notice from the Rewards Centre, this could mean that your flight is still operating.
If you do not wish to travel, please call the Rewards Centre at the number above to ensure that your trip is cancelled.
If you are still planning to travel and wish to accept this schedule change, email the Rewards Centre at contactus@itsmyrewards.com and we will make the necessary changes and re-issue your ticket(s) if required. In order to complete your request as quickly as possible be sure to include the following information:
- First & last name as it appears on your credit card
- Home phone number
- Full mailing address including postal code
- Travel Reservation number
Subject line: should include the date of travel and action required “ie. Cancellation – March 26 flight”
For travel cancelations caused by COVID-19, if your trip was previously non-refundable, please call the Rewards centre at the number above to be advised of the terms and conditions that are applicable to your situation.
If you do not receive cancellation confirmation prior to your scheduled trip, do not worry. We will apply the applicable policy of the supplier and ensure that your cancellation is processed. There is no need to follow-up with us. You will receive an email once the transaction is complete.
You can expect to receive your refund within 8 weeks. If you have not received your refund within 8 weeks, please contact the Rewards Centre.
The following MBNA Credit Cards include Trip Cancellation and Trip Interruption coverage1:
Trip Cancellation and Trip Interruption insurance does not cover cancellation/interruption due to a Government of Canada travel advisory. You may only be covered due to death or a medical covered cause as outlined in the Certificate of Insurance. For details, please refer to the Certificate of Insurance.
More information about benefits, features, coverage and exclusions can be found in the Certificate of Insurance included in the Credit Cardholder Agreement or at the link for each product are below:
As soon as a covered cause for cancellation occurs, prior to contacting the insurer, you must cancel the trip directly with the travel supplier (airline, tour operator, travel agent, hotel, etc.) that the trip was booked with. Some travel suppliers will cancel the arrangements and refund some or all pre-paid expenses, while others may offer a credit of the pre-paid expenses for future travel. Cardholders are required to take advantage credits and refunds being made available by the travel provider.
To file a claim, you can do so by calling the number(s) listed below:
From the U.S.A. or Canada 1-800-315-2051
From elsewhere, call collect 905-305-4255
NOTE: The insurer is focused on helping customers with urgent and immediate travel issues. We ask customers who are travelling now or prior to April 12, 2020 to contact the insurer for assistance.
Given the fluid nature of COVID-19 impacts, we ask that cardholders NOT travelling prior to April 12, 2020 to wait until after April 6th to contact the insurer for assistance.
1 Trip Cancellation and Interruption Insurance is underwritten by American Bankers Insurance Company of Florida (ABIC). ABIC, its subsidiaries and affiliates carry on business in Canada under the name of Assurant®.
® Assurant is a registered trademark of Assurant, Inc.
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