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

• 

  Finicity

  434 W Ascension Way Ste 200 Murray, UT 84123

• 

  MasterCard International

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

• 

  MasterCard Canada

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

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:02/08/2023

  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 a teacher at Los Angeles Unified School District. On December 16, 2022, the parents from my classroom pitched in money and got me a very generous Mastercard gift card for $500. These are not wealthy individuals, just regular people who were really appreciative. I kept the card for a few weeks before registering it. Upon registeration, I learned that the card only had a few dollars remaining on it. I checked the transactions and the card was used twice at Home Depots in cities I do not live of work near. I contacted the room parent who purchased the card who contacted Mastercard. I decided to contact them as well. We were both connected with highly unprofessional individuals who gave conflicting information. I was told to wait for documents I would fill out and send in, and would then receive a new card which could be loaded with the correct amount. 3 weeks later I received a letter saying after the investigation they found that no error occurred and no correction would be made. I am livid by the lack of transparency and professionalism with Mastercard, as are the parents of my students. The letter stated I could request documents used during the investigation yet the rep I spoke to acted surprised when I asked.the card was also used BEFORE I registered the card! When I brought this up the rep said, ya I noticed that too thats strange. I do not believe any investigation took place. My room parents will also be filing complaints if this is not rectified. Claim number: ****** Card ID: **********

  Business Response

  Date: 02/09/2023

  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 but serves as the technology ensuring payments are processed. Cardholder accounts are maintained by the financial institution or bank through which they were issued.Please have the consumer contact US Bank, the card issuer in this instance, for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service.

• Initial Complaint

  Date:02/07/2023

  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.

  There was a false chargeback done in my account through mastercard, my PayPal history shows the the amount in question was a legitimate amount sent to me and even confirmed but the sender 3 times to the merchant and to PayPal yet they refuse to reform my funds they held until 75 days which had put my account in negative which I had to fix and had taken away the money I had in there which is rightfully mind and holding it till 75 that does not being to mastercard. I'm getting no help from anyone at PayPal and their attitude toward the whole situation is oh well you just have to wait. Mastercard is keeping my money that was a accurately sent to me by its card holder and if checked cordon they can see its not the first time that the amount in question was sent to me is a pattern. They are not song the right thing by returning my funds to my PayPal account.

  Business Response

  Date: 02/08/2023

  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 her bank for assistance with the dispute.

  Customer Answer

  Date: 02/09/2023

  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]

   There is not a issue with my bank is a issue with the bank of mastercard. They are the ones that have made a decision against my PayPal account. 

   

   

   

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

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

• Initial Complaint

  Date:01/17/2023

  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.

  Today My Citibusiness select card was rejected I spent 2 hours on the phone being bounced between *************** mand ** trying to resolve this. All this should be on record. The ability to do the security check is impossible and the entire process of dispute resolution and trying to get a knowledgeable person on the phone is dysfunctional. Really scary how poor the process is. How poorly trained the staff is, how difficult it is to get a simple answer -- how poor quality the call service is that is not understandable. At least 17 times had to give the same information. It is still not resolved but I am in the ****************** so gave up.

  Business Response

  Date: 01/17/2023

  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. We are only the technology provider licensing our processing network to issuing and acquiring banks, who in turn acquire cardholders and manage their accounts.
  
  We have forwarded the consumers complaint to our internal contacts with the issuing bank who will reach out directly to resolve.

  Customer Answer

  Date: 01/17/2023

  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:

  This is nonsense -- this is a ******** Mastercard and I called the number on the card and it is that group I have the complaint -- this is a confusing and inadequate reply. 

  Who then should receive the BBB complaint?   Send contact info not generic unhelpful responses. 

  Both ******** and Mastercard are at fault here and need to resolve this totally frustrating, poor experience -- I am sure there are millions of similar bad customer service experiences and I have had several myself with agents asking endless security questions and NOT resolving the problem.
  

   Sincerely,

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

  Business Response

  Date: 01/18/2023

  The number on the back of the card typically takes the consumer to customer service of the card issuer, in this case ********. As stated previously, we have already escalated the complaint to ******** who will be reaching out to the consumer to resolve.

• Initial Complaint

  Date:01/12/2023

  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.

  I ordered a gift card from Mastercard Gift Cards for a friend to use. That friend told me that they could not use the card and are now refusing the gift. As a result, since this is a gift that I have sent directly to someone else's gift card and that person is refusing to accept, the gift no longer has a valid recipient. I have called Mastercard to open a case to refund the card, but they claim that they are unable to do so because my friend provided the wrong card information.I do not fault my friend for providing the wrong information, mistakes happen all the time. However, when I was explaining my situation to the customer service representative, they went silent for a long time and spoke over me as I was explaining the situation, pretending that the line has disconnected and ending the call. This is unacceptable behavior from a representative.The case number I have with Mastercard is attached in a PNG. I would like a refund for this card because this is now a gift without a valid recipient. My friend has made it clear to me that they do not want the card anymore and I have already worked with them to find an alternative gift. I do not have a claim to this card because it was a gift; it is unethical. Please help me get a refund for this card.

  Business Response

  Date: 01/13/2023

  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 or initiate refunds on behalf of cardholders, only the gift card program manager/issuing bank does. The consumer should contact the number on the back of the card, or the number listed on the website where the card was purchased to speak with an issuer representative for assistance.

  Customer Answer

  Date: 01/17/2023

  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]

   

  As I stated in my original message, I have done my due diligence and reached out to the business. The number they provided me to do so is **************, along with the case number ********. When I was on the phone, the agent I spoke with feigned a connection issue to end the call with me without giving me any chances to explain my case. I am reaching out to the business through BBB because this is an unfair practice in which they are passive-aggressively refusing my case via their official support channels.
  

   

   

   

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

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

  Business Response

  Date: 01/18/2023

  ************** is not a number associated with Mastercard, this is Vanilla Gift Card customer support. The consumer needs to continue speaking with the card program manager (Vanilla) for a resolution, Mastercard is unable to assist with the refund request.

• Initial Complaint

  Date:01/09/2023

  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.

  Date: 01/07/2023 Available credit $4059 Amount owed: negative $5055 As of 01/08/2023 available credit is $0.0 As of 01/08/2023 balance is negative $5055 Two payments of $9100 and $9200 were put on hold for 9 business days.Capital One ************************************** **************

  Business Response

  Date: 01/09/2023

  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. We are only the technology provider licensing our processing network to issuing and acquiring banks, who in turn acquire cardholders and manage their accounts.
  
  Please have the consumer contact *********** for assistance with the hold on the card.

• Initial Complaint

  Date:01/05/2023

  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 a gift card for $100 on Dec 24, 2022 as a gift for my son. A few days later, by son and husband tried to use the card to purchase sneakers. They were unable to complete the transaction so I called Mastercard to find out what I needed to do to activate the card, since I thought that was the issue. I was told that the card was compromised before I purchased the card. I tried to get a supervisor on the phone since I could not understand how I could be sold a compromised card. The rep ended the call. I called back a few days later and spoke with ***** who provided more information. She advised that the card was compromised in October. I purchased the card in December. Again, how is it that I was able to purchase a card that I am not able to use. I would like my money back. I was told I have to send my drivers license, receipt along with other information and they will replace the card. However, I am completely uncomfortable sending my drivers license. I have no problem sending my receipt. Lastly, they do not have an email to send this information to. They was me to fax, which I do not have fax capabilities, this is another inconvenience. So at this time I am out $200. I could not let this affect my son since it was a Christmas gift. ** I am providing BBB with the information they are requesting **

  Business Response

  Date: 01/09/2023

  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 but serves as the technology ensuring payments are processed. Cardholder accounts are maintained by the financial institution or bank through which they were issued.Please have the consumer contact the financial institution or bank that issued the gift card for assistance (US Bank in this case). Typically, there will be a phone number on the back of the card where they can contact customer service.

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service 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.

  purchases several gift cards at christmas. cannot set up online access for this gift card because it says the security number is incorrect. It is not. I spoke with customer service several times and they continues to send me through to the automated service to set up online access, despite me telling them it would not work. I finally got someone to understand the problem and she claimed they would mail me paperwork to get a new card. That was 12/24. I still have not received any paperwork or email.

  Business Response

  Date: 01/09/2023

  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 but serves as the technology ensuring payments are processed. Cardholder accounts are maintained by the financial institution or bank through which they were issued.Please have the consumer contact the financial institution or bank that issued the gift cards for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service.

• Initial Complaint

  Date:01/05/2023

  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.

  My wife and I had tickets to fly Business Class from **** to ******. I paid for the bookings with my MasterCard. As the flight date approached, my wife and I came down with severe Covid 19 symptoms. On June 14, we both tested positive for Covid-19, forcing me to cancel flight and rebook to return to ****** on July 6, 2022. On June 22, 2022, my wife came down with a bacteria called clostridium difficile and hospitalized on June 23. Under the advice of the hospital physician, I canceled the July 6 flight and rebooked. My wife had a recurrence and was hospitalized again. I put in a claim for reimbursement from MasterCard (Case N. *********) and submitted complete documentation as instructed by MasterCard. However, MasterCard keeps asking me for documentation showing that I paid for the changes and did not receive any refunds, even though I provided the statements showing the extra charges that I paid and a letter from Expedia stating that I did not receive a refund. MasterCard keeps asking information that I have already provided and has stalled the procedure, in violation of its advertised trip insurance policy.

  Business Response

  Date: 01/11/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  We have spoken with the insurance provider who advised that the claim was accepted and settled on 1.9.23. A settlement letter was mailed to the consumer on the same day.

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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 $100 Mastercard gift card on December 22, 2022. On the website where I purchased the card it says, Accepted Worldwide. Whoever receives the card isnt limited to just one store. They can use their gift card anywhere that Mastercard is accepted. However, the card my recipient (who is outside the US) received says, ***** only in the US. They are not able to use the gift. I would like a refund for this purchase due to the incorrect information on the website.

  Business Response

  Date: 01/11/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  The card program manager (Incomm Payments) has advised us they have reached out to the consumer to obtain the gift card information for investigation. Please have the consumer respond with the details requested.

  Customer Answer

  Date: 01/13/2023

  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:

  MasterCard has not reached out to me to obtain details of the purchase. 

   

   

   

   

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

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

  Customer Answer

  Date: 01/17/2023

  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 have not received a communication from this business at the provided email address. 

   

   

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

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

  Business Response

  Date: 01/23/2023

  I am writing on behalf of Mastercard regarding BBB case #********. I am trying to upload the email that was sent to the consumer but it is being blocked by our security protocols. I have requested access to be able to attach files to our BBB responses. In the meantime, I wanted to forward you the emails that were sent to the consumer as proof that the card manager (Incomm Payments) has indeed tried to reach out and has not received a response.

   

  Please advise if anything further is needed at this time. Incomm is unable to investigate the case without the details they are requesting from the consumer.

  
  

• Initial Complaint

  Date:12/27/2022

  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.

  Purchased a Mastercard gift card from Kroger on Dec 23, 2022, @ 12:50 pm, with a value of 300 dollars, plus an activation fee. After purchasing the card, I went to Dilliars for a Christmas gift. Upon purchase, the cards didn't go through. (Cards= two master cards gift cards, one purchased a while ago and another purchased Dec 23.) I called the number on the back of both cards with an explanation that the cards had prevision been used on Nov 23, ****. They always asked me for personal information that didn't seem right. When following the instructions on the card to go online and register, it could not locate the respective card. (this goes for the second card as well)I called Kroger next to see if I could get a refund, and they told me everything was good on their end, so I would have to contact the card vendor. (Kroger Case Number: ********) Upon further review and after multiple calls with the master card, everything was playing out like a scam; even the caller ID reported it as a scam. I have attached multiple photos to aid with the case. I am seeking a refund for both cards and an evaluation with an actual Master Card employee from *****************. (Not no third-party company)

  Business Response

  Date: 12/27/2022

  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 or initiate refunds on behalf of cardholders, only the issuing bank does. The consumer should contact the bank (US Bank) for assistance. He may also contact the card program manager for assistance using the number found on the back of the card.