If you have a question about your account or are looking for a specific product, our customer service representatives are ready to assist you. For faster service, please have your full account number available before calling Customer Service. For questions about your account please use the phone numbers/addresses below.

Customer Service

  Call toll-free in Canada 1-800-347-6262, 24 hours a day, 7 days a week
 
  From locations outside Canada Call Collect: (613) 907-3505
 
  TDD/TTY for the hearing-impaired 1-800-872-5758
 
  To report a credit device lost or stolen 1-888-389-2577, 24 hours a day, 7 days a week
 

Make a Payment

Payments are processed daily Monday-Friday (excluding holidays) and are credited upon receipt by MBNA. If making a payment by mail, be sure to allow up to 10 business days for your payment to be received and posted to your account.

For faster credits to your account, payments can be made by Telephone or PC/Internet Banking through most Financial Institutions.
 
  Pay by Mail: MBNA
PO Box 4369, STN A
Toronto ON M5W 3P2
 
  Please be sure to include your account number on your cheque or money order.
 
  Pre-Authorized Debit: Download the Electronic Debit Authorization Form
 
  Complete the form and mail to:
MBNA
P.O. Box 9625 STN T
Ottawa, ON
K1G 9Z9
 
  Or fax to: 1-800-871-0994
 
  Western Union: Visit www.westernunion.ca for location information.
City Code: TMBNA
 

Problems with a purchase or merchant

If you have questions regarding a merchant transaction or any product or service acquired through the use of your account, before contacting us you must attempt to settle the problem or dispute directly with the merchant. We are not responsible for any problems or disputes you may have with a merchant or in respect of a merchant not honouring or accepting any credit device. However, you may contact us to discuss disputes you may have with a merchant or with us with respect to a transaction or if you need more information about a transaction on your statement. We are not obliged to take any action for merchant disputes unless required to do so by law.

If you decide to contact us, write us on a separate sheet (or use a copy of the form provided on your statement) at the following address:

MBNA
P.O. Box 9614
Ottawa ON
KIG 6E6

Or fax to 1.877.839.6262

Do not send the notice on or with your payment. We must hear from you no later than 60 days after the statement closing date of the first account statement on which the transaction or suspected error appeared. You can telephone us, but doing so will not preserve your rights. In your letter, provide all of the following information:

  • Your name and account number
  • The dollar amount of the suspected error
  • The posting date of the transaction in question
  • The merchant name
  • A description of the error and an explanation, if you can, of why you believe there is an error. If you need more information, describe the item you are not sure about

Merchant charge-backs are subject to MasterCard Rules and Regulations. Even if you have problems or disputes with a merchant, you are still responsible for the total amount owing on your account (which includes the disputed transaction(s)) and for making your Minimum Payments on time as required under this Agreement. If a merchant gives you a refund and we receive a credit voucher from the merchant, we will deduct the amount of the credit voucher from the amount you owe on your account.  If we agree to credit your account in respect of a merchant dispute, you agree that your rights and claims with respect to the credit are automatically assigned to us. In certain situations, you may be required to sign additional documentation before we can credit your account.

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