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:11/14/2023

  Type:Billing 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.

  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 tried to reach my bank but they don't answer me, so please if you don't mind you can contact PayPal to make refund of the payment IDs:

  ******************

  ******************

  ******************

  ******************

   

  NOTE:

  That's IDs is of the orders that's made in PayPal of the amount which is disputes in.

  Please contact PayPal to do refund of that ID's payments or try to reach the bank which I deal with because I can't contact them and I am outside of the country so I can't visit the Bank

   

   

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

  
  Sincerely,
  
  *********************
  
  
  
  
   
  feel free to contact me if any further information is required.Thank you for your assistance.Sincerely,********************* ************* ********************

  Business Response

  Date: 11/15/2023

  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 and transaction 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. 

  Business Response

  Date: 11/17/2023

  As previously stated, Mastercard does not initiate refunds or dispute transactions, only the issuing bank does. The consumer should contact their bank for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service. 

  Customer Answer

  Date: 11/18/2023

  Better Business Bureau:
  Okay I will try to reach them

  
  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:11/06/2023

  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.

  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:

  [Your Answer Here]

  I would not have filed a complaint if I had not reached out to FHB already. They were the ones who advised to contact you to settle my claim.

   

   

   

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

  
  Sincerely,
  
  ***************
  
  
  
  
   
  g from mastercard my hotel stay but on oct 31, someone from mastercard finally called me and told me they discontinued the travel disruption three years ago and I was not even notified! I just want reimbursement for my hotel stay which is about 500 dollars. I can prove the hotel charges upon request.

  Business Response

  Date: 11/09/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Each issuing bank chooses which benefits to offer their cardholders. For any benefit clarification the consumer should contact FHB for further assistance. 

  Business Response

  Date: 11/15/2023

  Issuing banks are responsible for advising their cardholders regarding any changes in benefits. Mastercard is not able to file a claim for travel disruption if the benefit was previously discontinued and is not currently active on the card. As previously stated, the consumer should contact FHB and request an updated guide to benefits. 

  Customer Answer

  Date: 11/16/2023

  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:11/06/2023

  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.

  MasterCard offers a rental car insurance program called MasterRental, which provides limited supplementary coverage if a cardholder pays for a car rental with an eligible MasterCard. MasterRental is included in select MasterCard cardholder agreements at no additional upfront cost to the cardholder. Upon contacting the Company (both *********** and MasterCard) on October 30, 2023, to file a claim for damage to a rental car paid for with my MasterCard I was denied and told I was ineligible with no further explanation. As the agreement does not provide exclusions and upon review of the eligibility criteria for filing a claim, I should be eligible. As a CapitalOne MasterCard One Platinum card holder, I am requesting clarification of this benefit according to the members agreement and specifically why I was denied to file a claim under the agreement for damages to a car I rented from Enterprise, September *****.

  Business Response

  Date: 11/09/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Each issuing bank chooses which benefits to offer their cardholders. For any benefit clarification the consumer should contact *********** for further assistance. 

• Initial Complaint

  Date:09/25/2023

  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.

  Purchased a master card gift card and two movie tickets were purchased using it that was cancelled and both were refunded by the merchant . However only one refund came to the gift card. Other refund of $30 did not come to the gift card. Claim was filed and receipts showing that amount was refunded to the gift card by *** merchant was already sent to Mastercard. However there is no progress in the case and each time some additional information is requested. I asked to talk to the manager as well and they were not available. This has caused me lot of inconvenience.

  Business Response

  Date: 09/27/2023

  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 and transaction data, initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact the financial institution who issued the gift card for assistance. Typically,there will be a phone number on the back of the card where they can contact customer service.

• Initial Complaint

  Date:09/21/2023

  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.

  In April of 2023 I received a statement from CFNA with fraudulent charges. I called and reported these charges and they said they would submit a claim to Mastercard. I followed up on a few occasions but always heard the same thing. Up until August 14th **************************************************** that no claim was filed due to them starting a new system with Mastercard. They apologized and said they were to submit that one on August 14th 2023. I spoke with them about late charges and was informed they would take those off to keep my account in good standing as I am concerned it will go to collections and be on my credit report. I followed up with Mastercard today, 9/20/23. They informed me that they could not see any report that had been filed on their end but that it may take a day or two to "populate in their system". I informed them it has been an entire month and that I wanted to know what a day or two would do. I also asked to speak to a manager. They said I could not at this time and repeated what they already told me. I just want these fraudulent charges disputed, resolved and taken off of my credit report.

  Business Response

  Date: 09/21/2023

  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 CFNA for assistance with the dispute. 

• Initial Complaint

  Date:09/19/2023

  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.

  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.

  I will resubmit this complaint to Capital One.
  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  ng a charge to go through on a cancelled credit card. I should not be in the position of having to dispute the charge - that was the reason the card was cancelled and replaced to prevent this from happening. I feel that the credit card company needs to correct the charge with the merchant. The charge should have never gone through. I followed up with a second email to the merchant on 9/18/2023. I have not received a confirmation that my email has been received by *************. I do not feel that I should have to go through the dispute process with *************. I do feel that the credit card company made a mistake and needs to correct the system that allowed the charge to go through in the first place.

  Business Response

  Date: 09/19/2023

  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 and billing data but serves as the technology ensuring payments are processed. Cardholder accounts are maintained by the financial institution or bank at which they were opened. The consumer should contact *********** for further assistance.