Business Profile

Payment Processing Services

MasterCard International

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for MasterCard International's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

170 total complaints in the last 3 years.
65 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/08/2026
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint regarding unusable prepaid travel credit issued by REMOVEDand the refusal of my credit card issuer to provide reasonable consumer relief.I originally purchased airfare directly through REMOVEDand later received a reservation credit that remained valid through July 1, 2026. I relied on the validity of this credit and intended to use it within the permitted timeframe.However, REMOVEDabruptly ceased operations before the credit expiration date, making it impossible for consumers to redeem outstanding reservation credits or receive the travel services previously paid for.I attempted to resolve this matter through my credit card issuer by requesting reimbursement for services that can no longer be rendered. My request was denied solely because the original transaction occurred more than 60 days ago. This response ignores the fact that the financial loss did not occur at the time of purchase, but rather when REMOVEDbecame unable to honor the still-valid reservation REMOVEDno point before the airlines shutdown was I informed that the prepaid credit would become worthless or unusable. Consumers should not be expected to absorb the loss of prepaid travel funds due to an airlines abrupt closure when valid credits were still outstanding.I am requesting fair consumer relief in the form of reimbursement or restoration of the unused reservation credit value. I have retained documentation showing the validity period of the credit, proof of the original purchase, and records of my attempts to resolve this matter directly.I respectfully request that this complaint be reviewed and that appropriate action be taken to help resolve this issue.
Business Response
Date: 05/08/2026
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Mastercard does not maintain cardholder account data,initiate refunds, or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should follow up with the issuing bank and/or the airline for assistance with the refund request.
Customer Answer
Date: 05/08/2026
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

Thank you for the response. I understand Mastercard does not directly handle cardholder disputes and that the issuing bank is responsible for reviewing and resolving these matters.

My concern is that REMOVEDhas repeatedly stated that denial of my claim is based on Mastercard policy, while Mastercards response here indicates that the issuing bank is responsible for dispute handling and refund assistance.

This matter involves a REMOVEDreservation credit that remained valid through July 2026 but became unusable only after Spirit abruptly ceased operations. The financial loss therefore occurred when the airline became incapable of honoring the credit prior to its expiration date, not at the time of the original transaction.

I am requesting that REMOVEDconduct a manual review of this matter rather than relying solely on generalized dispute time limits tied to the original purchase date. I am also requesting clarification as to whether the denial is based on Mastercard network rules, REMOVEDinternal policy, or applicable federal billing regulations.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

REMOVED
Initial Complaint
Date:05/04/2026
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car on vacation in REMOVEDfrom REMOVED/Kesher Rent-a-Car on 12/22/25 for five days (rental agreement attached). They put a hold on my REMOVEDMasterCard for $500 for collision insurance.When I returned it was in perfect condition besides for one tiny half-inch scrape. This is clear in the before/after photos I have (attached) and also from the photos that they themselves provide in their damage report.They charged the maximum deductible of $500. In their itemized report they say that paint repair cost $850 (2600 shekel). It is clear from all of the pictures that the scratch is less than an inch and this a completely dishonest number.This is a classic scam that car rental companies, especially foreign ones, do. Credit card customers deserve to be protected from such tactics.I have spoken with the merchant and they did not budge.The agent I rented the car from admitted that the company is scamming me but that theres nothing he can do.I reached out to REMOVEDand they did not resolve the case and did not explain why.MasterCard did not refund me for this scam.A fair valuation would be $50-100. $500 is beyond belief.
Business Response
Date: 05/04/2026
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Mastercard does not maintain cardholder account data, initiate refunds, or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should follow up with REMOVEDfor any dispute related assistance.
Customer Answer
Date: 05/04/2026
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I have spoken extensively with REMOVEDrepresentatives and they have made it clear that they merely collect the information on the claim but the decision is made solely by MasterCard.
The REMOVEDrepresentatives agreed with me that the charge is a scam but said that they could not do anything about it because it is up to MasterCard.
Thank you.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

REMOVED

Business Response
Date: 05/13/2026
We do not have record of an insurance claim filed for the consumer. The consumer needs to follow up with REMOVED, they are a cardholders point of contact for both disputes and benefit claims.
Initial Complaint
Date:04/30/2026
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A friend bought a MasterCard non refillable gift card in the amount of $70 plus a $6.95 activation fee paid at the time of purchase 4/24/26. I tried to register the card and had difficulty as the website was unavailable,stated try later. I reached a customer service person and she stated that the card had already been registered and would I like to open a dispute. I agreed I received an email asking that I needed to take a picture of the front and back of the card. I also had to send a photo of the receipt. I was not able to get that until Sunday 4/26/26 due to the fact my friend had the receipt and was out of town. He sent me a picture when he got back and I sent everything to MasterCard. They said give them 48 hours to respond. I then received an email 4/29/26 stating that they had received the information. Now they said I needed to send them a utility or phone bill ( within a 60 day period )showing my name and address. I live with family and utilities are not in my name. I don't have a phone bill because I use REMOVEDI sent them a picture of 2 envelope of mail from SS and the bank that I receive my SSDI payments from. It's just ridiculous the amount of time it's taken and I was told that it would be another 48 hours to hear from them again after the items that they want now. I am waiting on an answer from them but considering the service I have received I'm not expecting a good outcome
Business Response
Date: 04/30/2026
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Mastercard does not issue cards directly to consumers and does not provide gift card purchase refunds. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should contact the gift card provider for assistance with the gift card dispute/refund request. Typically, there is a phone number on the back of the card where they can contact customer support for the provider.
Customer Answer
Date: 05/01/2026
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I did call the number on the back of the gift card. They set up the dispute through email communication. I am still waiting for their response to the latest message. Thank you

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

REMOVED
Initial Complaint
Date:04/09/2026
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was gifted this card Christmas 2025. I went on the website provided behind the card, REMOVEDon March 6th, 2026 to register the card. I needed to use the card the next day and when I went to use the card on March 7th, 2026, there was not enough money left for me to use. I was surprised as I had just registered the card the day before and DID NOT USE the card. Upon calling them, I was informed by their representatives that "people can steal card numbers from the website when its registered". Instead of protecting idenities when clients information is entered, anyone can gain access to it. They are now refusing to give me back my money even though the card was hacked from their website. This is clearly a violation of rights and deserves media attention.
Business Response
Date: 04/13/2026
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
Please be advised that Mastercard does not issue cards directly to consumers and does not provide gift card purchase refunds. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should follow up with the gift card provider (InComm Payments) for assistance with the declining card/refund request. We have also escalated the case internally to InComm for review.
Customer Answer
Date: 04/14/2026
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

REMOVED
Initial Complaint
Date:03/25/2026
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently bought a prepaid mastercard from a store and ended up getting a replacement card because of an issue. On both the original and the prepaid card I was never able to spend any money online. I've tried on countless different sites and contacted support and they just tell me to get it from a different merchant, but no matter how much I try it doesn't work. I want a complete refund of the card I received (around $100). The website that the mastercard uses is REMOVED
Customer Answer
Date: 03/25/2026
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

REMOVED
Initial Complaint
Date:03/19/2026
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Customer made a REMOVEDat our business and later contacted Mastercard to do a chargeback even she had the product. Mastercard denied the case and awarded the purchaser her money back. Thus stealing from our business. Allowing the customer to steal from us.MID: REMOVEDDBA Name: REMOVED Dispute Date: 1/19/2026 Dispute Type: Debited Dispute Dollar Amount: $1,180.00 Acquirer's Reference Number: REMOVEDCard Number: ending in REMOVEDTransaction Date: 12/22/2025
Business Response
Date: 03/24/2026
Mastercard International Incorporated (Mastercard) is in receipt of the merchant complaint served on it in connection with the above-referenced matter.

The merchant needs to contact their acquirer for any chargeback related concerns.
Customer Answer
Date: 03/24/2026
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
No contact information has been provided or steps on how to contact Mastercard International Incorporated. They have no direct email, phone number for complaints or a process on how to contact them regarding a fraudulent transaction that was given in favor of a customer who essentially stole a vehicle and was then able to get their money back.
Provide the information necessary to contact Mastercard International Incorporated.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

REMOVED

Business Response
Date: 03/25/2026
As previously stated, the merchant should contact their acquiring bank/processor for assistance with the chargeback. The acquirer can reach Mastercard directly if they need further assistance.
Customer Answer
Date: 03/25/2026
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
We do not accept the response from Mastercard. They refunded debit must be issued back to us the merchant as the transaction was valid.
Thank you

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

REMOVED

Business Response
Date: 03/26/2026
Please contact your acquirer, they will need to address that a credit and chargeback were processed on the same transaction within the cycles of the chargeback process.
Initial Complaint
Date:03/16/2026
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
MasterCard gift card was impossible to use Required a pin not with the card which was impossible to get online. Their support lines did not work I can't use the card or get my money back DON'T EVER USE MASTERCARD GIFT CARDS!!!
Business Response
Date: 03/16/2026
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Please be advised that Mastercard does not issue cards directly to consumers and does not provide gift card purchase refunds. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should contact the gift card provider for assistance with the declining card/refund request. Typically, there is a phone number on the back of the card or the website where the card was purchased where they can contact customer support for the provider.
Initial Complaint
Date:03/13/2026
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased these 2 REMOVEDgift cards today from a REMOVEDlocated near my house. Upon opening the gift cards to activate them (to ensure they would work) I noticed on the first card the last 4 digits of the card were scratched out as well as the 3-digit security code was also scratched out. On the second card, the full number was listed along with the security code however it would not activate. Note, the 6 in the last of the card # (0064) appears to have been altered. Regardless the card does not activate. Additionally, I spoke with the REMOVEDgift card line, and they directed me to file the replacement/complaint on their website. They recorded this call them randomly hung up and disconnected the call. I attempted to call back and reach a human however this action proved impossible.
Business Response
Date: 03/13/2026
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Please be advised that Mastercard does not issue cards directly to consumers and does not provide gift card purchase refunds. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should follow up with the gift card provider for assistance with the replacement card request. Typically, there is a phone number on the back of the card where they can contact customer support for the provider.
Initial Complaint
Date:03/09/2026
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are a retailer and recently received a $20,007.92 credit card chargeback related to a manufacturer warranty claim. The chargeback was filed under the assertion that we failed to honor the terms and conditions of a contract. This claim is REMOVEDthe merchant, we fulfilled our obligations by delivering the product in good condition and in full working order (confirmed by the customer). The terms and conditions currently being disputed relate to the manufacturers warranty, which is provided and administered by the manufacturer, not by us as the merchant.The customer used the product in a commercial setting for approximately 12 months before submitting a warranty claim and never reached out to us for assistance prior to the claim being filed. We have extensive documentation, including records of all communications with the customer and details regarding the warranty claim after the claim was filed.Despite providing this documentation during the chargeback process, the claim was ultimately decided in favor of the cardholder, and we lost the chargeback case. It appears that Mastercard sided with the buyer, even though the evidence clearly shows that we fulfilled our obligations as the merchant and that the dispute pertains to a manufacturers warranty issue rather than a failure to provide the purchased goods or services.Based on our review, it appears that the evidence submitted have not been fully considered. We believe this outcome does not accurately reflect the facts of the transaction and is inconsistent with Mastercards card network bylaws, rules, policies, operating regulations, and procedures.
Business Response
Date: 03/09/2026
Mastercard International Incorporated (Mastercard) is in receipt of the merchant complaint served on it in connection with the above-referenced matter.

The merchant should contact their acquiring bank/processor for assistance with any chargeback related inquiries.
Initial Complaint
Date:02/25/2026
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
REMOVEDWorld Mastercard (last four digits: REMOVED) was set up as the primary funding option within REMOVED. REMOVEDonline funds transfer system was hijacked on 1/12/26, bypassing the card and resulting in 21 unauthorized withdrawals from my bank account. The final sum withdrawn was $1,253.93 with an overdraft charge of $312.00. It is my belief that a cyber-attacker intentionally removed the mastercard. The 3% cash back omitted was $37.61. Please issue a credit or refund for this amount and prevent future occurrences of similar REMOVEDrecords show the following list of unauthorized bank debits that bypassed the REMOVEDWorld Mastercard:PAYPAL INSTANT XFER REMOVED:* REMOVEDThank you in advance for helping to resolve this complaint.REMOVED
Business Response
Date: 02/25/2026
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Please be advised that Mastercard does not maintain cardholder account data, initiate refunds, or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact her bank for assistance with a transaction dispute.
Customer Answer
Date: 02/26/2026
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

Mastercard could at least transfer and escalate the complaint to Synchrony.
REMOVED

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

REMOVED

Business Response
Date: 03/02/2026
We have shared the case with Synchrony for review and handling.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

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MasterCard International is NOT a BBB Accredited Business.