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Coronavirus help: personal customers

I’m struggling to pay my bills, can you help?
We realise that the coronavirus outbreak may affect your finances – particularly if you’ve borrowed money from us. Our customers are always our top priority, so please call 0345 08 08 500 if you need support and we’ll work with you to find a solution.

Online banking

I haven’t used my online banking before, how do I register?
My details have expired, can I reset them?
  • To use online banking you need your 12-digit customer number or username, your Magic Word and your security number
  • If you have forgotten your details, you’ll need to call us on 0345 08 08 500
How do I download your app?
  • You can use our app 24/7 for most of your banking needs  
  • Instantly block, unblock or cancel your debit and credit cards, or order a replacement card if you need to
  • You can download our app from the App Store or Google Play Store. You’ll need your 12-digit customer number, a Magic Word (to activate the service), and the last four digits of your mobile number
  • You can visit our mobile app page for more information.

Mortgages

Are you supporting customers with mortgages?

Yes. We have a number of options that we can look at with you depending on your individual situation, such as agreeing reduced payments for a while. Find out more about our Mortgage payment support, or contact our Mortgages team by emailing mortgageservicing@metrobank.plc.uk or calling 0345 319 1200.

 

How can I speak to you about mortgage payment support?

If you want to talk to us about your situation, you can call our Mortgage team on 0345 319 1200, email mortgageservicing@metrobank.plc.uk quoting your mortgage account number and monthly payment date, or complete our call-back request form. We will reply as soon as we can.

What proof do I need?

Normally we would look in to your financial situation and ask you for more information so we can work out the most suitable options. As these are exceptional circumstances and we want to support our customers, currently we are not asking for proof – but we will need to ask you some questions about your financial situation.

Will this impact my credit score?

If we’ve agreed a payment holiday with you in advance, any missed payments will not be reported to the credit reference agencies – so this shouldn’t impact your credit score. However, if you haven’t come to an agreement with us, missed payments would be reported as usual. Metro Bank and other lenders may take into account other information when making future lending decisions, such as   your bank account information or any details you’ve given us.

I took a mortgage payment holiday, but I’m still in financial difficulty. Can you help?

If you have had a payment holiday and still need support, we may be able to help. Whether you need temporary support to get back on your feet, or need a long term change, there are a number of options we can look at with you. Click here to find out more, or get touch with our Mortgages team using the details above.

My mortgage payment holiday has finished, how can I pay back the payments I’ve missed and the accrued interest?

When your payment holiday ends, we will add the missed payments and the accrued interest to your outstanding mortgage balance and recalculate your monthly payment amount. We will send you a letter with all the details.

There are options available if your new monthly payment amount is too much, or you want to reduce the long-term impact of the payment holiday on your mortgage. You may be able to:

  • Extend the term of your mortgage so that your monthly payment remains at a level you can afford, or;
  • Repay the missed payments and the interest accrued during the payment holiday in one go or through regular payments.

To discuss these options, and other ways we may be able to support you, get in touch with our Mortgages team via email mortgageservicing@metrobank.plc.uk or call 0345 319 1200.

I’m struggling with my mortgage and concerned my property may be repossessed – what should I do?

In line with wider industry, we will not carry out repossessions until 31 March 2021. Our customers are our top priority and we want them to be reassured that they will not have their homes repossessed at this difficult time. We’d encourage any customer that may be impacted by coronavirus to contact our Mortgage team as soon as possible on 0345 319 1200 to discuss their options.

I’ve had to delay moving house because of the coronavirus – what can I do?

If your house move has been delayed, we can give you a three-month extension on your existing mortgage offer. Speak to your solicitor or mortgage advisor, and we’ll work with them to sort out the details. It’s a tough time for movers, so we hope this helps.

Credit cards & personal loans

Are you offering support for customers with credit cards?

Call us on 0345 450 3256 to talk about how we can help. You can also talk to us about this in store – but we advise against visiting us unless it’s absolutely necessary. Please check here first for our latest store opening times before making your journey. 

What is a credit card payment holiday?

A payment holiday is where we agree to allow you to not make your normal contractual minimum payments for a period of time. We may be able to offer you a payment holiday of up to three months without the need to make a payment.

Is a credit card payment holiday right for me?

If you are concerned that you cannot make your minimum contractual payments in the immediate future and are confident that you will be able to pay these at some point then a payment holiday could be right for you. However, by taking a payment holiday you may end up increasing the cost of your borrowing – so if you are able to make at least the monthly minimum repayment we recommend doing so.

Who can apply for a credit card payment holiday?

All customers who have been impacted financially (either directly or indirectly) as a result of coronavirus. Applications are assessed on a case-by-case basis and we will work with you to find a solution that meets your individual needs.

What about interest on my credit card?

Interest will continue to be charged monthly throughout the payment holiday as normal. However, no repayments will fall due during the period and your monthly statement will show £0 to pay. Remember, a payment holiday will increase the total cost of your borrowing.

How does a credit card payment holiday impact my credit score?

This will not have a negative impact on your credit file. Your credit card account status will continue to be reported to the Credit Reference Agencies during your payment holiday. Essentially the status of your account will be frozen for the holiday period, so if you are currently up to date with repayments then you will continue to be reported as up to date.

How do I apply for a credit card payment holiday?

You can apply by calling our Specialist Support Team on 0345 450 3256, from Monday to Saturday 9am to 5:30pm. In line with the latest FCA guidance, the closing date for requesting a payment holiday is 31 March 2021.

What happens when my credit card payment holiday ends?

We will contact you via SMS when your payment holiday is due to end. Once the holiday period is over, your minimum contractual payments will restart and be due monthly as they were before the holiday. If you still struggle to make these payments please contact our Specialist Support Team on 0345 450 3256, from Monday to Saturday 9am to 5:30pm, before your payment holiday ends.

Do I need to cancel my direct debit or payment instruction?

If you make payments by direct debit you don’t need to do anything. Any other payment instructions should be cancelled for the duration of the payment holiday. If you pay your credit card from a Metro Bank account, we will cancel the payment instruction for you. If you have a standing order set up from another bank, you will need to cancel this.

Are you offering support for customers with personal loans?

Call us on 0345 450 3256 to talk about how we can help. You can also talk to us about this in store – but we advise against visiting us unless it’s absolutely necessary. Please check here first for our latest store opening times before making your journey. For financial problems to do with personal loans, we may be able to offer a payment holiday, which would let you to take a break from your repayments for an agreed period of time. Any missed payments would still need to be repaid at a later date, but we will work this out depending on your circumstances.

What is a personal loan payment holiday?

A payment holiday is where your lender agrees to allow you to not make your normal contractual minimum payments for a period of time. We may be able to offer you up to three months without making a payment.

Is a personal loan payment holiday right for me?

If you are concerned that you cannot make your contractual payments in the immediate future and are confident that you will be able to pay these in future then a payment holiday could be right for you.

Who can apply for a personal loan payment holiday?

Anyone who has been impacted financially as a result of coronavirus can apply for a payment holiday. Applications are assessed on a case by case basis and we will work with you to find a solution that meets your individual needs.

What about interest on my personal loan?

Interest will continue to be charged monthly throughout a payment holiday as normal. No repayments will fall due. You need to be aware that this will increase the total cost of your borrowing and your loan term will also be extended to make sure that your monthly repayments are similar to what you were paying before the holiday.

How does a loan payment holiday impact my credit score?

This will not have a negative impact on your credit file. Your loan account status will continue to be reported to the Credit Reference Agencies throughout the payment holiday period. Essentially the status of your account will be frozen for the holiday period, so if you are currently up to date with repayments then you will continue to be reported as up to date.

How do I apply for a personal loan payment holiday?

You can apply by calling our Specialist Support Team on 0345 450 3256, from Monday to Saturday 9am to 5:30pm. In line with the latest FCA guidance, the closing date for requesting a payment holiday is 31 March 2021.

What happens when my personal loan payment holiday ends?

We will contact you via SMS when your payment holiday is due to end. Once the holiday period is over, your contractual payments will resume at the new repayment amount and be due monthly as they were before the holiday. If you still struggle to make these payments please contact our Specialist Support Team on 0345 450 3256, from Monday to Saturday 9am to 5:30pm, before your payment holiday ends.

Do I need to cancel my payment instruction?

There is no need for you to do anything, your loan repayments will restart after the holiday and payments will be taken from the current account that you normally pay from. 

Current Account and Cash Accounts

How can my Metro Bank current account provide support?
  • You can continue to withdraw up to £300 per day from UK cash machines.
  • To ensure all our customers can access cash in-store, we are temporarily waiving the requirement to give us 24 hours’ notice for withdrawals over £1,000, and are introducing a £10,000 daily cash withdrawal limit. For any sums larger than this, you’ll need approval from the Assistant Store Manager or Store Manager.
  • You can of course continue to transfer money (including transfers above £5,000) online, electronically or via faster payments.

Overdrafts

How are you supporting customers with overdrafts?

We waived all overdraft interest due from 1 March 2020 until 30 June 2020.

This happened automatically and customers do not need to contact us. For example, overdraft interest due for March overdraft usage still appeared on your statement as usual, but would have been refunded by Metro Bank immediately.

If you are experiencing financial difficulty during this period, please call our Specialist Support Team on 0345 450 3256.

I’m struggling with my overdraft. What should I do and how can you help?

If you are in financial difficulty, or think you might be soon, please call our Specialist Support Team on 0345 450 3256 to talk through your situation.

Once we know the details, we can look in to the best option for you. There are a number of ways we may be able to help, such as lowering or waiving your overdraft interest, or setting up a repayment plan to make paying off your overdraft more manageable.

For extra help, you can also access free and impartial advice from the Financial Conduct Authority at fca.org.uk/consumers/dealing-financial-difficulties-coronavirus or the Money Advice Service at moneyadviceservice.org.uk/en/tools/money-navigator-tool.

Chargebacks and section 75 claims for flight and holiday bookings

What happens if my airline or travel agent cancels my flight?

We encourage you to contact your travel provider in the first instance. They may offer a refund, alternative flight arrangements or future booking vouchers. If these aren’t suitable, then you should be offered a refund.

What should I do if my airline or travel agent refuses to refund me?

If you can provide evidence to support your claim, we can pursue a chargeback under scheme rules and will do our best to find a resolution for you. We’re following the latest guidelines set by Mastercard in relation to refunds and are supporting any of our customers seeking a chargeback or wising to make a claim under Section 75 of the Consumer Credit Act. We are treating disputes on a case by case basis due to differing terms and conditions applicable to each airline.

We may need evidence to support your claim. For example:

  • documents detailing the reason for dispute
  • correspondence between yourself and the merchant eg receipts or a letter from the seller refusing to refund you
  • email or scanned image of booking confirmation
  • description of service
  • a copy of the terms and conditions you agreed to
  • ATOL/ABTA certificates
Credit card protection under section 75 of the Consumer Credit Act

If you paid by credit card, you may be protected under Section 75 of the Consumer Credit Act. This applies when a transaction has been made either completely or partially on your Metro Bank credit card, and protects you against:

  • A breach of contract eg non-receipt of the goods or services that you received
  • Misrepresentation eg false promises made by the retailer regarding the purchase of their goods or services
Debit card and credit card chargeback

A chargeback is a method for banks to try and recover your money in the event that you have not received the services or goods that you expected eg your holiday being cancelled by the travel company due to the coronavirus pandemic.

How can I contact you about a chargeback or section 75 claim?

Please call our Fraud and Disputes Team on 0345 08 08 509. We may need evidence to support your claim.

Savings accounts

Can customers access fixed savings bonds or fixed-notice accounts at short notice?

We encourage any customer who’s concerned or has questions to contact us, and we’ll look at their individual circumstances. We’ll assess the best course of action for each customer on a case-by-case basis.