MBNA - Rude, Confrontaional and Distressing

[ScarletPimpernel]

MBNA are probably the most difficult of any creditor I have dealt with on behalf of clients. I gather, from a CCCS contact, that they also find them challenging.

 

The only way to deal with these creatures is in writing. They will stall and try various delaying tactics, but ultimately will realise that it's the only way they are going to get anywhere. In the last few days I have seen two examples of MBNA responding to correspondence in what appears to be a meaningful manner, but close inspection reveals that the account number referenced bears no relation to the client's account. I suspect that this is a deliberate attempt to avoid answering questions.

 

They regularly flout OFT Guidelines. Despite being on PayLink (which means they can see when payments have been made on DMPs arranged by CCCS or Payplan), they claim not to be able to deal with them. This is simply a lie; indeed they lie so often I should not be surprised to find they are part of New Labour.

 

Anyway, when dealing with MBNA, I always find it helpful to ask them to confirm anything they say on the phone (at least until you get them to stop ringing!), e.g. 'You stated during our conversation that this account is not bound by English law, but US law. I find this difficult to understand, and would be grateful if you would confirm the position categorically'.

 

Please do add to the mass complaint - it's an excellent way of bringing the MBNA's flagrant disrespect for the law and disregard for OFT rules to official attention.

[yaffsimone1]

Hi again,

 

Picking up from my thread. I managed to cancel the DDR MBNA had set up. After what they had put me through i decided it was going to be my original offer of 25.00 or nothing at all, im fed up with them. They have totally ignored me with reagards to letters i have sent making this offer but they have still bombarded me with stupid letters saying they are aware of my situation and want to help me blah blah, but these are not personal replies just standard letters. Again i send my offer, again it is ignored. So i put the account into dispute anyway with a claim for all the unlawfull charges. They do reply saying they are currently investigating and will contact me by 8th May.

 

Today i get a letter and basically told that i am a down and out loser that is going to ruin my life! The letter has a bright pink pig on it stating all the horrible things that are going to happen to me. Firstly solicitors then a Charge on my house, baliffs, apperance in court, contact my employer and how am i going to maintain my life! Then they say they have not given up on me and want to help, i gave up on them long ago.... Why are they totally ignoring me? I have asked for help. I will stand up in court and say till im blue in the face that i have made offers that have been ignored. Ive not CCA them yet im trying to get them to sell it on, im hoping the DCa will be easier to deal with. But they are reluctant to for some reason. Because i have put it in dispute with reagrds to unlawfull charges can they still pass it to solicitors?

 

They have given me till the 25th April to phone them otherwise they are going to assume i do not want help as i have not contacted them !

 

Surley if this goes to court the judge might be on my side when i show that MBNA have just constantly lied about me not contacting them, this might get the judge to favour my offer for once and for all.

[ScarletPimpernel]

I would be interested to see a scan of the pink pig letter! MBNA like pictures; you can see some more at mbna :: financial services and have a laugh at the pretentious and risibly untrue drivel that is their 'core values'.

 

The threats are just that. It's almost certainly a template letter (they aren't imaginative enough to insult you personally). MBNA are bluster and bullsh*t specialists. I imagine that they have, in their letter, omitted to mention various stages of the processes that could result in Unpleasant Things occurring.

 

Send them a suitable reply:

 

Dear MBNA

 

Thank you for your latest letter, which I found most absorbing.

 

Unfortunately, however, one sheet simply isn't enough. If you need to write to me again in the same manner, would you please ensure that the paper is on a roll, and perforated at intervals.

 

 

More seriously, MBNA know that if they take you to Court then a Judge is unlikely to order you to pay any more than you have already shown is as much as you can afford. In addition, he is also likely to ask MBNA why they have treated the Civil Procedure Rules with contempt.

 

MBNA are corporate morons; the only way to get through to them is to keep on at them. Of course, since they have presumably sent this letter to you since 06 April, you can make a complaint under the new FOS scheme. Send a letter headed 'COMPLAINT', itemise their failures to respond to your offers, any breaches of the OFT guidelines, any harrassment etc., and then wait to see if they comply with the new rules (acknowledge complaint within 5 working days and send a copy of their complaints procedure), take it all the way with them and if they don't play, go to FOS. It'll cost MBNA, so they might actually take notice.

[yaffsimone1]

I will scan it and send it over. The letter was dated 13th April. I will look at the new rules

[djdave]

Today i get a letter and basically told that i am a down and out loser that is going to ruin my life! The letter has a bright pink pig on it stating all the horrible things that are going to happen to me. Firstly solicitors then a Charge on my house, baliffs, apperance in court, contact my employer and how am i going to maintain my life!

 

:o

That is shocking! It would be laughable if it weren't so serious. I can't begin to count how many guidelines they're breaking with a letter like that. Please report them.

 

What scares and saddens me is that for every person like yaffsimone1 who is seeking the excellent advice here, there's probably a dozen who dig themselves deeper into trouble just to get vultures like MBNA off their backs

[yaffsimone1]

:o

That is shocking! It would be laughable if it weren't so serious. I can't begin to count how many guidelines they're breaking with a letter like that. Please report them.

 

What scares and saddens me is that for every person like yaffsimone1 who is seeking the excellent advice here, there's probably a dozen who dig themselves deeper into trouble just to get vultures like MBNA off their backs

 

I am going to complain, going to do what ScarletPimpernel said. But you are correct, if I had not known about this website that letter would of casued so much distress i dont even want to think about it. I feel so much for those that have to deal with MBNA but are not aware that we are here!

[ODC]

:o

That is shocking! It would be laughable if it weren't so serious. I can't begin to count how many guidelines they're breaking with a letter like that. Please report them.

 

What scares and saddens me is that for every person like yaffsimone1 who is seeking the excellent advice here, there's probably a dozen who dig themselves deeper into trouble just to get vultures like MBNA off their backs

How very true Dave. I was one of them. I promote this site at every oppurtunity because lets face it the people who post on here are only the tip of the iceberg. Kick the DCAs where it hurts. A swift boot up their paypackets

[yaffsimone1]

The letter with the pig as promised. Its not very big dont know how to enlarge it

[Amanda3266]

That is utterly shocking - go straight to the OFT with it.

[Rhia]

Dear God. I would take this straight away to the OFT, Trading Standards, FSA and your MP. Is there any way you can get this blown up so that we can read every word although it's bad enough at this size.

Go over to the MBNA thread and ask one of the Mods to move you across. This lot are lower than a snake's belly and the only language they know is county court summons so you need to get that SAR quickly and see just what tehy actually do have on you.

And I'll open another of my books now that they will not have a correctly executed agreement and they will have been running yoru account unlawfully.

[Cornucopia]

Dear God. I would take this straight away to the OFT, Trading Standards, FSA and your MP. Is there any way you can get this blown up so that we can read every word although it's bad enough at this size.

Go over to the MBNA thread and ask one of the Mods to move you across. This lot are lower than a snake's belly and the only language they know is county court summons so you need to get that SAR quickly and see just what tehy actually do have on you.

And I'll open another of my books now that they will not have a correctly executed agreement and they will have been running yoru account unlawfully.

 

I totally agree with Rhia, this is an absolute outrage! I really think this thread ought to be moved over the MBNA forum.......perhaps a passing mod could do this?

 

Does everybody agree - it would be the best place for this. We are gathering so much evidence over there!

[Rhia]

The letter with the pig as promised. Its not very big dont know how to enlarge it

Attached Thumbnails

 

 

 

YS have PM'd you.

[ODC]

I cannot beleive such a so called reputable company would dare to issue a letter like this. Do they not have anyone with a tiny bit of sense who could read the law and advise them of the legality of this disgusting letter. Im sure some of the less sensationalist newspapers would take great interest in your story

[yaffsimone1]

If anybody would like to see a larger version of the letter PM me and i will email it over to you. Any info on how i can approach my local MP or even the press will be much appreciated.

 

Oh i agree to any Mods if you want to move this thread

[payingonlyencouragesthem]

If anybody would like to see a larger version of the letter PM me and i will email it over to you. Any info on how i can approach my local MP or even the press will be much appreciated.

 

Oh i agree to any Mods if you want to move this thread

 

Look at the following link(it's best to write to your MP at the Commons rather than his/her constituency office) :

 

UK Parliament - Directories - MPs and Lords

 

It would also be worth googling around to see if any MP or peer has made a particular hobby horse of malpractice in the consumer debt field.

[djdave]

I'd be very interested in seeing a larger version of that letter - from the bits I can make out it looks extremely intimidating and unprofessional. I cannot believe that they can get away with this, and agree wholeheartedly that this needs bringing to the public's attention.

[ODC]

I'd be very interested in seeing a larger version of that letter - from the bits I can make out it looks extremely intimidating and unprofessional. I cannot believe that they can get away with this, and agree wholeheartedly that this needs bringing to the public's attention.

 

 

I think it shows MBNA's American roots. It's obviously been designed for someone illiterate

[ScarletPimpernel]

Firstly, thanks to Yaffsimone for posting the pink pig letter.

 

I too would like to see it word for word, not least because the crossed through 'FEES' symbol looks as if they are pointing people towards CCCS/Payplan, whom we know MBNA regularly say they cannot/will not deal with, contrary to OFT guidelines - but then, MBNA seem to consider themselves above the law and rules of the their consumer credit licence.

 

It's not just this letter that needs a wider airing, it's MBNA's approach in general that needs to be exposed.

 

I have some experience of dealing with politicians, both Commons and Lords, and am happy to help if needed. I will try to find out if anyone I know might be interested in this subject. In particular, whilst in no way offering egg-sucking lessons to elderly relatives, I can advise anyone thinking of contacting their own MP on how to best structure a letter to get a response.

[Cornucopia]

I think it shows MBNA's American roots. It's obviously been designed for someone illiterate

 

I have seen the e-mail version, it is absolutely shocking, almost like a small child being admonished! I agree with your quote ODC!

 

Another useful piece of information to add to the files!

[ODC]

I have seen the e-mail version, it is absolutely shocking, almost like a small child being admonished! I agree with your quote ODC!

 

Another useful piece of information to add to the files!

Can you pm me a readable copy

[Rhia]

It's beyond shocking. It really is meant to bully and intimidate and to make the person feel like a complete waste of space. If any of these bstds try to claim they have a good customer relations and try to work out a way of helping the individual the pink pig pamphlet blows a hole in that.

Perhaps we should circulate it on the internet (taking out personal details). How about sending it to press and any friends, family, contacst we think might be interested. Just a thought.

[ODC]

Can anyone post a readable copy of it

[ScarletPimpernel]

I've read it.

 

I find it truly revolting. It ranks on a par with their 'nice lady' telephone tactic, wherein a woman phones, pretends to want to help (only, of course, in a way that will favour MBNA, and only if kept secret from CCCS/Payplan), and can do so if only the debtor will pay a little more, she's certain she can persuade her big bad boss to accept it. This, of course, is interspersed with more harassing calls. A classic example of joint questioning, or good cop, bad cop.

 

It's a blunt instrument, but I can see why many people would feel intimidated by it. Not only is it patronising in the extreme, it's bullying. It's clever only in the way it it is designed to make the recipient feel childlike and embarrassed - how many would show it to a CCCS counsellor or similar?

 

I can't wait to send my next letter to MBNA, which will begin:

 

Dear MBNA

 

Although your administrative difficulties seem to be getting more and more serious...

[yaffsimone1]

I have sent off my complaint to MBNA. Got copies ready for FSA and OFT. Using the new complaints procedure it will interesting to see if MBNA reply within 5 days. Hopefully it will come back and bite them on the a**e!

[yaffsimone1]

HERE IT IS WORD FOR WORD.

LEFT HAND SIDE OF THE 1ST PAGE

Although your financial difficulties seem to be getting more and more serious I’m still hopefull we can sort out your credit card account and avoid the need for legal action. We will only take customers to court when all other attempts to resolve their accounts have failed in your case, Miss *****I am prepared to make another attempt to help you.

Can you please call one of my account managers on their direct line – 01244 681461 as soon as possible and not later than 9pm on Wednesday 25 April 2007. We can then discuss writing off a proportion of your full balance or setting up a reduced payment programme.

If you don’t call by 9pm on Wednesday 25 April 2007 I will have to assume you are not interested in being helped and I may pass your account to our solicitors.

Once in the hands of our solicitors we will seek to obtain a CCJ that could result in the following actions can be taken against you

1. You may have to make a personal appearance in court

2. Your employer may be asked to pay us directly from your wages

3. Your account could be transferred to a firm of Debt Collectors

4. You may be forced to settle this debt from the equity in your property

5. Your credit rating will be severely affected for the next six years

6. Bailiffs may be instructed to remove and sell your belongings

Please don’t waste this opportunity

One of my managers is ready for your call.

RIGHT HAND SIDE OF THE 1ST PAGE

Don’t ruin your lifestyle

Using credit is something we all take for granted. It becomes part of our lifestyle. We use credit for all types of things like food, petrol, housing, transport and entertainment.

But what will your life be like if your credit worthiness hits rock bottom? No reputable lender is going to take a risk on you that’s for sure.

So how are you going to maintain your lifestyle? Well, you are going to have to use cash much more, and when you want to buy something you will have save your pennies – like you did when you were younger.

Could this be your new best friend.......

(Picture of the Pig!)