A frugal life is an easy life!

As cock-ups go, the MBNA credit card has to be the worst ever!

I am currently helping a family member out with their credit card, which transferred over from Alliance and Leicester to MBNA two months ago.

All was fine, card had its balance paid off every month by direct debit. This was the 'norm' for over two years.
Then two months ago, the card finished as an Alliance and Leicester card and became an MBNA credit card.
Not to worry, "nothing will change, your direct debit will stay in place and continue as normal."

In March, some purchases were made - in April, the direct debit to clear the balance was paid (according to the MBNA credit card statement shows). This is where the common sense goes out of the window.

Despite the statement showing the balance carried forward, being cleared by the direct debit payment, according to MBNA, they received no payment.
MBNA then re-added the purchases to the account balance from March.
MBNA then added the carried forward balance to the new account balance.
MBNA then added interest to the new balance.

Moving on two weeks, another statement comes through, stating that no payment off the balance was made in April...
MBNA have now added on a late payment charge to the balance.
MBNA have also charged more interest on the new balance.

Moving on another week, another statement now states that no payment was made in April or May (the balance is cleared each month by direct debit remember).
MBNA have now suspended the card so it cannot be used.

Not to worry, MBNA have included a contact sheet, stating that they "are open 24 hours a day, seven days a week!"

I called them on both numbers provided, today, Saturday.
After going through various security checks, all I get is a messagebox, to leave a name and number for a call back.
I waited an hour then tried to phone them again...
This time I got a recorded message, which stated there was no one there after 1pm on Saturdays!

Questions:

• What happened to the "Open 24 hours a day, 7 days a week?"
• How can MBNA charge interest to an account by the day, if a customer is unable to contact them on any given day?
• Why are MBNA informing customers they can leave a message and they will be called back, but not informing customers they are not open after 1pm on saturday?
• What happened to the promise of "No need to change anything, your direct debit to clear the balance remains the same?"
• Why are MBNA adding purchases to an account balance, when they have already been part of a balance, which has been cleared?

Broken promises - unable to maintain a simple account - lying to customers (Re: customer services, opening hours) - applying charges despite evidence of errors by the company, etc, etc.

It staggers the imagination how a company operating as MBNA have done, manage to obtain a consumer credit license, to even trade.
I challenge YOU, to find one with worse service than this...