OK - this is not the most speedy solution - but I can tell you that obtaining the name of the caller is usually the best first step - and a given is that you at least obtain the call centre ref number that every contact centre employee has to have. Then you check out the FSA web site and take a look a the register. On the register is the e mail address on the customer advocate office and the names of various contacts in MBNA. Then you check out the Law Society Web site and take a look at the legal team. Then you call MBNA and ask to speak to one of them ( they will put you through with a name. If you get to speak to someone just ask for their email address...........ie like you have something important to send to them from a solicitor. Dont tell them why or what - just say that is is confidential. Then send your letters to both addresses with a read and a received receipt. Then you will know that the e mail has been sent successfully and been opened. Then email every day twice a day to ask whether your letter has been received and who will be dealing with it..the response I have had so far is by e mail to say they have my letter followed up smartly by a formal letter acknowledging my complaint. You should ask for all the telephone numbers to be removed from your details and ask for a copy of this to be sent to you. HOWEVER.......check that the calls are really from MBNA and not from an agency acting on their behalf....and advise any callers that the complaints advocate is acting for you at MBNA E mails can be sent any time - doesn't have to be working hours - the attachment should be a word document and keep the content absolutely factual, detailing times and so on. Remove all but the last 4 numbers of your account before you send the letter to protect yourself. let me know how you get on?

thanks JonCris. will take this up with MBNA. The forum has proved yet again how useful it is with helpful advice. It certainly provides lots of food for thought on many issues. MBNA have told me so far that they do not need to provide a copy of the original agreement. But that was the view of one of their contact centre staff not through the complaints procedure - which Ill now take up.

what if the original agreement on an existing credit card was signed with a provider who has subsequently sold on the credit card business to someone else? Am I still entitled to ask for a copy of the original agreement? I would like to check the small print for something and also to see how much the new provider has changed the terms and conditions of the card since buying the business. This relates to MBNA issues

the FSA register has a contact name and number for the complaints office at MBNA - I have successfully used this before. I am also going to use it again as my interest rate has just gone up to by 10% - and I owe very little to them, have not missed payments, or spent on the card since being made redundant 4 years ago. The thanks I get for my financial management is an interest rate at 29.9%. Thanks MBNA!!!

Does anyone in this forum have any experience of dealing with the above product? Can anyone explain ( perhaps from NU) why they continue to charge a huge compound interest charge even after the borrower has died? How can this be legal, or ethical, or reasonable? I am now apparantly responsible for interest charges without having had the benefit of the equity release product......although Im happy to say that my relative did and good for her too!! Norwich Union seem to be profiteering from my loss to the tune of 7.6% compound interest. No where in the agreements for this loan did they clarify that interest will continue to be charged after the death of the borrower and the implication is that all you have to do is sell the house to repay the debt. The house has to be sold to repay the debt and Im sure that it is right to repay the original loan and interest up to the point my relative died, but afterwards???? Surely this is just a gross attempt to make more money out of the beneificiaries of the Estate. NU have made little attempt to explain themselves so far although I have instigated a complaints procedure to little affect. In fact they are perfunctory in the way in which they speak to you citing only that they have a claim on the house, ( ie first claim) by way of threatening us to settle. Another bank to whom the estate owe money have waived all the interest charges for 6 months, have allowed us to make payments as and when we can and have been expemplary in the way in which they have treated us. This loan was tiny in comparison and was lent based on the value of the property although there appears to be no direct claim on the property itself.