Complaints

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

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• 

  MasterCard

  2000 Purchase St Purchase, NY 10577-2405

• 

  Pearl Card Gold Mastercard

  P.O. Box 23065 Columbus, GA 31902

• 

  MasterCard International

  2999 Oak Rd # 1020 Walnut Creek, CA 94597-1983

• 

  MasterCard Canada

  600 - 121 Bloor Street E Toronto, ON M4W 3M5

• 

  Finicity

  434 W Ascension Way Ste 200 Murray, UT 84123

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:10/14/2025

  Type:Billing 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.

  This complaint notifies Mastercard of a pattern of systemic security and compliance failures by the merchant, ************, which directly ***** cardholders and violates the principles of your ********** experience ******* ID: ********** demonstrates two distinct failures:Facilitation of Illegal Commerce: A transaction was processed for reservation ********** (******) for a service that was later reported to the authorities and to ****** as an illegal operation due to habitability violations. This exposes cardholders to unsafe and illicit services.Payment Security Breach: An unauthorized charge was processed on my card in connection with reservation ******** (************), which proves a fundamental flaw in ******'s payment security controls.This pattern is serious. ****** lacks the controls to prevent both the offering of illegal services and fraudulent transactions. Furthermore, their deliberately obstructive dispute resolution system nullifies the consumer protections that Mastercard provides.I urge Mastercard to conduct a formal review of ******'s practices as a merchant. Allowing a partner with such fundamental security flaws to operate on your network erodes consumer confidence and damages the integrity of the Mastercard brand.

  Customer Answer

  Date: 10/14/2025

  Dear Better Business Bureau,
  In response to your request for information regarding my complaint ID #******** against MasterCard, I am writing to outline the resolution I would consider satisfactory:
  My primary desire is to obtain formal acknowledgement from MasterCard of the validity and seriousness of the issues I have raised. Specifically, the systemic failures of a merchant on their network (************) that jeopardize the security and trust of its cardholders.
  Secondly, I expect the matter to be handled in accordance with the internal regulations and protocols MasterCard has in place for merchant oversight and to ensure the integrity of its payment network. I trust their internal procedures account for taking action in such cases.
  Finally, if they deem it appropriate following their internal review, I would appreciate receiving a formal apology for the risks and lack of protection to which I was exposed as a customer of their network.
  Thank you for your mediation in this matter.
  Sincerely,
  **** ***** ******* ***
  Complaint ID #********
  
  

  Business Response

  Date: 10/15/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Merchants process transactions through their acquiring bank/processor and hold agreements with those banks in which they must adhere to specific processing and franchise rules. Unfortunately, Mastercard does not have jurisdiction over merchant business practices since the agreements are between merchants and their acquiring banks/processors.
  
  If the consumer suspects that an unauthorized charge has been made on their card, they should contact their bank and report the transaction. 

  Customer Answer

  Date: 10/15/2025

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

  Thank you for clarifying Mastercard's operational structure and confirming that the contractual compliance channel is through the merchant's acquiring bank.
  I must emphasize that my complaint does not pertain to a simple unauthorized charge, but rather to a systemic risk impacting the integrity of your payment network. The matter involves a merchant, ***********, engaged in practices of systemic fraud, the facilitation of illicit activities, and operations that are currently the subject of both external and internal investigations.
  As you have stated that oversight is exercised through the acquiring bank, I trust that your internal compliance and risk management teams have therefore notified the appropriate acquiring institution of these serious violations, in accordance with Mastercard's own operating rules.
  With this communication, Mastercard is hereby formally notified of the aforementioned risks. I thank the Better Business Bureau for its invaluable mediation in this matter.
  Sincerely,
  **** ***** ******* ***
  
  
  
   
  

  
  

  Business Response

  Date: 10/20/2025

  Mastercard does hold the acquiring bank responsible for ensuring that their merchants comply with the Mastercard standards and applicable law. We will contact the acquiring banks to raise the consumers concern about merchant noncompliance and to ensure all standards are being met. 

  Customer Answer

  Date: 10/20/2025

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

   

   I consider the response to be unsatisfactory, as it is merely expectation management lacking substantive content

   

   

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

  
  Sincerely,
  
  **** ***** ******* ***
  
  
  
  
   
  

• Initial Complaint

  Date:10/14/2025

  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.

  Back in August I purchased a $50 Gift Card at the Fresh Grocer by my house and used it once, then the company locked my card without warning and told me that there was suspicious activity and then made me just threw all these hoops to verify I bought the card even though I've emailed them, a picture of the card (front and Back), my driver's license and a bank statement, even tho I was able to tell them what the first purchase was on the card. Eventually they told me they were sending a replacement card. During all of this I purchased another $50 card and the same thing happened and I've been dealing with the lies from this company. This had made me miss work and get written up because the money they stole was my **** fare. Also when I got the first replacement card they locked it out because they used my old address which I never even gave them. Now it's been almost 3 months and a couple days ago I got a email stating it's gonna take up too 3 months, by time this is over is gonna be almost a half year. I want a full refund for both those cards. I have all calls and emails recorded and documented for my next legal purposes.

  Business Response

  Date: 10/14/2025

  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 or initiate refunds behalf of cardholders, only the gift card provider/issuing bank does. 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 refund request. Typically,there is a phone number on the back of the card where they can contact customer support. 

• Initial Complaint

  Date:10/03/2025

  Type:Service or Repair 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.

  On September 1st 2025 at 2:52 pm, I ***** ********************************* a $250 Mastercard **** gift card from ********* in ******* IL store number *****. The address of the store is *************************** I made a purchase and processed to make another purchase to which it was declined. Afterwards a few moments, I attempted to make another purchase and it was declined. I tried calling serval times to get a response in regards to a refund but after serval attempts there was no solution. They were not complying with issuing a refund even with me having a case number that was given to me incorrectly by said employee. No advertising was received. Document were sent to the email address provided to me and there was no update on the case.

  Business Response

  Date: 10/06/2025

  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 initiate refunds. We are the technology provider licensing our processing network to issuing and acquiring banks, who in turn issue cards and acquire cardholders. The consumer should contact the financial institution or bank where the gift card was issued for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service. 

  Customer Answer

  Date: 10/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ****** **
  
  
  
   
  
  

• Initial Complaint

  Date:09/24/2025

  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.

  On 9/23/2025, I purchased a virtual Mastercard gift card, expecting it to be usable as advertised, such as making online purchases and adding it to my mobile wallet, Apple Wallet. This card is heavily promoted as "it can be used anywhere," but that is not true. I purchased this card to use with a specific online merchant, but was unable to do so since the merchant required a billing address associated with the card. However, Mastercard advertises that this card can be used online by entering the purchaser's billing address, but this causes the card to decline due to ***************************** that most retailers use for fraud protection. I spoke with three Mastercard ***** and once I explained the purpose of the virtual card purchase and that I couldn't add the card to my mobile wallet as advertised, I was ***eatedly told to "go to another merchant." Additionally, their customer service is inconsistent. One *** said she would escalate my issue to another department to request a refund, but after waiting, I was told to call back in two hours. When I called back, another *** stated I wasn't eligible for a refund, even though the funds are still available. I cannot use the card in stores because it is virtual and cannot be added to my Apple Wallet, and major online retailers do not accept Mastercard payments with an associated billing address. They falsely advertise that it can be added to your mobile wallet and used online by simply adding your billing address at checkout, but do not offer any support to resolve the issues they entice you to purchase the card for.

  Business Response

  Date: 09/24/2025

  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 is not the administrator of the card or financial account. We are 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. Typically, there will be a phone number on the back of the card that can be utilized to contact customer support. 

• Initial Complaint

  Date:09/23/2025

  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.

  Purchase the MasterCard gift card in ******* while on vacation once activated. I waited to use the card at an amusement park. The card was declined. I immediately called the company and follow their instructions of sending my receipt a copy of the card and a photo ID. I have called this company weekly since the incident occurred in July with no result of getting a refund.

  Business Response

  Date: 09/24/2025

  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. We are the technology provider licensing our processing network to issuing and acquiring banks, who in turn issue cards and acquire cardholders. The consumer should follow up with the gift card provider (InComm Payments) for assistance. We have escalated the case with InComm for review and follow up. 

• Initial Complaint

  Date:09/22/2025

  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.

  I purchased a Master Card ******** Debit Card at a Payomatic Check Cashier on August 8, 2025.I was informed the card could be reloaded with funds at Payomatic Check Cashier locations.For the past two weeks, I've been unable to reload my card, first being told the system was down, and having gone to serveral other locations, which were all closed. I then went online to the ******** website but there wasn't an option to reload the card. Then I phoned ******** at the **************** number on the back of the card and was told: The card couldn't be reloaded by phone nor online. I would have to go into a Payomatic location. So I called the number on my Payomatic receipt and was told via the automated system that all ********* locations have been closed. It's very disheartening and uncomprehensible that:1) No notification was sent to customers by ******************** nor ******** indicating all Payomatic locations are closed and what other alternative are available for Cardholders. 2) Reason why the customer service representative was continuing to refer customers to reload their card at Payomatic locations.3) Customers are unable to add funds by phone with such a reputable company as Master Card. 4) Reason why ******** Cardholders aren't able to access their accounts online, giving us the ability to check balances and/or reload our cards.5) There's numerous ways to authenticate a Cardholders identity, which I'm sure Master Card knows and already has in place. This whole ordeal is stressful and inconsiderate to all ******** Cardholders. I chosed and trusted my selection of the ******** because of the Master Card symbol shown at the bottom right corner of the card. I'm very disappointed and this has caused many problems for the child who must use the card for many types of purchases.

  Business Response

  Date: 09/22/2025

  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 and is not the administrator of the card/financial account. We are only the technology provider licensing our processing network to issuing and acquiring banks, who in turn, issue cards and acquire cardholders.
  

  The consumer should follow up with the issuer by calling the number on the back of the card or visiting the Payomatic website. 

• Initial Complaint

  Date:09/09/2025

  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.

  I bought a giftcard from Mastercard Giftcards. They scammed me because it came with noSecurity code. Mastercard had me file a complaint to their partner ****** and they said they'll send me a card from 7 to 10 business days because they're at fault. 3 weeks later and still nothing. I emailed Incomm and they rejected my email. What a scam Mastercard and Incomm are. It was a gift for my daughter birthday now I'm down 200 because I had to give her a extra 100 because Mastercard scammed me.

  Business Response

  Date: 09/10/2025

  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. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should follow up with InComm for an update on the replacement gift card. We have also escalated the case with our internal contacts at ****** for review. 

• Initial Complaint

  Date:09/08/2025

  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 received a Mastercard gift card at the end of May as a gift. The gift card numbers both on the front and back were scratched off. I did not realize that until trying to use the card. I filed two different cases, starting in early June 2025. The first case, Mastercard said they resolved it and sent me a new gift card in the mail, but I never received it, so I had to open a second case, but they do not seem to be doing anything.

  Business Response

  Date: 09/08/2025

  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 initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank/gift card provider does. The consumer should follow up with the gift card provider by calling the number on the back of the card. We have also escalated the case to the provider internally.

• Initial Complaint

  Date:09/02/2025

  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 writing to formally dispute a charge on my Mastercard account in the amount of $821.48 posted on April 23, 2025. The charge was for ticket passes that I attempted to purchase, but the transaction failed due to a system glitch, and I did not receive any goods or services.Despite multiple attempts to resolve this matter directly, including providing documentation and explaining the system error, the charge remains on my account. I have followed all appropriate procedures to file a dispute, yet I have been informed that Mastercard refuses to remove or reimburse the charge.This is unacceptable and in violation of the Fair Credit Billing Act (FCBA), which protects consumers from being held liable for goods and services not received.Merchant Name on statement: pass recur mxn ciudad de mex mxI am requesting the immediate removal of this charge from my account and reimbursement of the $821.48. I am also requesting written confirmation that the matter has been resolved.If I do not receive a satisfactory response within 15 days, I will escalate the matter by filing a complaint with the ************************************ (****) and/or my State Attorney Generals Office.Please consider this letter a formal notice of dispute.Sincerely ***** ******

  Business Response

  Date: 09/02/2025

  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 contact their bank for assistance with the dispute. 

• Initial Complaint

  Date:08/28/2025

  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.

  On August 15th my grandparents gifted me with a master card gift card for $500. The card was placed in my wallet until August 17th when I went to ********** with my wife to make a purchase, that day I spent $36.15 and returned home. On August 18th I went to **** store and when I proceeded to pay with the same gift card the cashier stated there was only .75 cents available on the card. On that same day, about 10 minutes after leaving the store I proceeded check the transactions and there was one for $463.10 made by a company called *********** in *******, ********, I then called Master card customer service number that appears behind the card *************) and submitted an unauthorized transaction claim. I waited for about a week and on August 26th I received an email denying my claim by an entity called Income payments. My expectation was and still is clearly to receive a refund since I live in ***** and the company address that used the funds is based in ********** even though it appears in ********.

  Business Response

  Date: 08/28/2025

  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/card provider does. The consumer should follow up with ****** Payments regarding the transaction dispute. We have also escalated to ****** Payments internally for review.  

  Customer Answer

  Date: 08/29/2025

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

  They rejected the dispute once again, even after providing proof of where the payment was made. This is robbery made from a company. Paid 500$, just for the 463 of those 500 be stolen, and nothing being done. This is absolutely ridiculous.

   

   

   

   

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

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

  Business Response

  Date: 09/02/2025

  Mastercard is only able to assist by escalating to the card provider for review, which has already been done. We are unable to assist further. 

  Customer Answer

  Date: 09/03/2025

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

  Because there's people have stolen money not just from me, but I'm sure they have stolen from plenty of others with no consequences. The simple fact that they can just deny the claim, and go on with their day is simply ridiculous. I will not stop till I receive some sort of action against these people. 

   

   

   

   

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

  
  Sincerely,
  
  ****** ********