MBNA Complaint - UNHELPFUL, RUDE, UNORGANIZED CUSTOMER SERVICE
MBNA Platinum Plus
RE: DISPUTE RESOLUTION
Attn: Customer Satisfaction Department – Manager
We are very dissatisfied with your Customer Service Department. There was a unauthorized charge on our account (a scanner) for the amount of $2786.36 placed by LACC.COM. We never placed that order. We also asked the merchant to send us documents that prove that we placed that order online (provide us the email address registered with the order, IP #, documentation of the order history, etc.) The merchant was extremely rude and was unable to provide this documentation to us. Thus to avoid confrontation, they asked us to ship the scanner back but stated that they will not be responsible for shipping charges. We strongly felt we are not responsible for ANY of the charges relating to that transaction (including shipping fees) therefore we placed a dispute on the entire charge including shipping fees (when we ship it back) and asked MBNA to assist us.
I spoke with Mark with Customer Service on 4/28/06. He placed a conference call with Aaron from LACC.COM (Manager) and I and tried to resolve the situation. Aaron was rude to Mark on the phone when Mark was asking him general questions. When Mark realized the conversation was going nowhere, Mark advised me to wait until we receive the next statement and send all documentation to MBNA. Mark also stated that we could use the same credit card to pay for the shipping fees to ship back the scanner and dispute both charges together. Before we decide to ship the scanner back and charge the fees on the card, we wanted to make sure MBNA gives us the confirmation that they will credit us those shipping fees. After receiving the statement and sending all the documentation to MBNA, we gave MBNA a time frame to review the dispute so we can wait for further instructions to ship the scanner back.
On 5/26/06, we received a letter from MBNA stating that your company was going to credit the amount back to us but need contact information to continue the dispute. We faxed over our information and called the 800# on the letter because we had questions on how to ship the scanner back.
I spoke with Bernard Blake with MBNA on 6/15/06, he stated that he was the Account Manager. As an Account Manager, I assumed he would provide us with excellent customer service and help us resolve this in a friendly, kind manner. Unfortunately, he didn’t. He was just as rude as LACC.COM. He interrupted me occasionally and didn’t let us explain our situation. We understand that every time we call the 800#, we will be talking to different representatives, that is the reason why we have to explain in detail every time. Its very time consuming for us. We never wanted to be in this situation in the first place. We thought he would be able to help us but instead he was rude and didn’t let me explain. He said shipping costs are the buyers responsibility and MBNA WILL NOT dispute or credit us for those charges. It didn’t matter what the explanation was. I tried explaining to him that Mark told me that the shipping costs WILL NOT be our responsibility but Bernard again was interrupting and said I may have misunderstood. MBNA is very unorganized. It took us a lot of time and effort to deal with this nonsense and when different representatives tell us different things its completely absurd.
Bernard then made a conference call with LACC.COM – Aaron and us. Aaron was not surprisingly rude again and stated facts that was not true, so we tried to explain our side. Bernard interrupted us and told us to let Aaron finish. Of course, again Aaron would not budge on the shipping costs and estimated that it would be about $30.00-$35.00 to ship it back. When the conversation was over, Bernard said he would give us an additional $25.00 credit on our account for shipping. We agreed, but we wanted to know if he can provide us a confirmation of this incase the credit doesn’t go through because if we call back it will be another representative. If there will be no documentation, it will lead us to nowhere again. We always want everything to be documented and in writing in order to ensure this misunderstanding will not happen again.
The bottom line is that we strongly felt that we were NOT OBLIGATED to pay for any shipping charges. The $25.00 was not our major concern. Our main concern is the principle of this entire situation. MBNA did not help much with our dispute. Our time spent on this issue was worth much more than $25.00.
In conclusion, we thought this whole situation wasn’t handled professionally by MBNA. We assumed MBNA would be able to help us resolve the situation smoothly. Different information was told from different reps. Some were kind some were rude, and we’re pertaining to Bernard Blake. His attitude was not pleasant to us. We are very disappointed with your customer service and are demanding an explanation and apology from your company. We do not understand why MBNA customer service are rude to their customers. MBNA should be more organized and provide us with better service because we’ve been a loyal customer for a long time.
If you have any questions, please give us a call.
Thank you for your time and understanding.