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

• 

  Finicity

  434 W Ascension Way Ste 200 Murray, UT 84123

• 

  MasterCard Canada

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

• 

  MasterCard International

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

• 

  Pearl Card Gold Mastercard

  P.O. Box 23065 Columbus, GA 31902

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:11/03/2022

  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 have a claim opened with **** of America for four months and they stated they are waiting on Mastercard to make the decision I need help resolving this why wont Mastercard help

  Business Response

  Date: 11/15/2022

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised a ruling for the case has been issued. The consumer will hear from **** of America shortly.

• Initial Complaint

  Date:10/06/2022

  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.

  Hi,I registered four (4) of my MasterCard credit cards for the *** Restaurant Week promotion during the summer of 2022. The terms of the promotion states Pursuant to the terms and conditions set forth herein and subject to any exceptions, during the *** Restaurant Week dates of July 18, 2022 through August 21, 2022 (or while supplies last), spend $45 or more in a single transaction for dining on-site in person with your registered MasterCard credit or debit card at participating restaurants and receive a $10 statement credit per transaction (up to a maximum total credit of $30) on your registered MasterCard account within approximately ten (10) to fifteen (15) business days of the date of qualifying purchase. On July 24, 2022, I spent $317.83 in a single transaction for dining on-site in person with each of the four of my registered MasterCard credit cards at **********, which was a participating restaurant. However, I never received the $10 statement credit per transaction as promised. It has been way past the fifteen business day deadline as stated in the promotion terms. The promotion terms also mentioned "Missing statement credits or customer service issues must be communicated to MasterCard at ************** within 30 days of the transaction date". I indeed contacted MasterCard at that number more than five times between August 1 and September 1, 2022. There was a case open I was told that the statement credit was already issued to one of my cards and will be soon issued for the others; however, I still have not received any of the four (4) $10 statement credits as promised. I was also promised follow-up through email multiple times but so far I have not received a single email (I even tried emailing MasterCard myself and did not receive a response).The credit card numbers for the four registered MasterCard credit cards are:****************** ****** ****** **** ****** ****** **** ****** ****** **** I ask MasterCard please send me a check for $40.

  Business Response

  Date: 10/18/2022

  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 promoter who advised they will be sending a $40 virtual gift card to the consumer directly to resolve.

• Initial Complaint

  Date:10/05/2022

  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.

  My name is *************************, on May 4th I bought two air tickets from *********, ****** to *****, ******* with my ***************** card by Mastercard. Tickets were purchased with ******* Webiste, two tickets, one worth $476.54 and another worth $274.54. The flight was one-way on September 29, 2022 from ********* ******, to *****, **. ******* canceled all flights due to Hurricane *** that affected ******* on the last week of September 2022. A rescheduling was not allowed, a refund of values was not allowed, and I was left with a total loss. ******* did not comply with the contract for the provision of services available on its website, to provide hotel, food, and flight rebooking. They are based on ********* Laws, which are totally authoritarian. Services hasnt not provided. At the moment I still don't have a solution from *******. By Mastercard regulations, the service was not provided. Mastercard chargeback reason code **** falls under the Cardholder Disputes category. This is a purchase of an airline ticket with special regulations by MasterCard, a purchase in advance was made. The situation is similar to the purchase of cruises purchased years in advance and timeshares. I tried in good faith to resolve the situation with ******* Airlines, without success per my agreement contract with *******, and Mastercard. I request a solution to this issue. Sincerely, Mr. ************************* ************

  Business Response

  Date: 10/06/2022

  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, initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact his bank for assistance with a dispute.

  Customer Answer

  Date: 10/07/2022

  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]

   

   Mastercard have set the rules for disputes.   please escalate my complain to Cardless  Mastercard  since Im unable to do myself .

   

   

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

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

• Initial Complaint

  Date:10/03/2022

  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.

  On September 24th, 2022 I purchased a gift card from Mastercard for $30 from *****'s in ************ at 10:57am. On October 1st at 12:09pm I tried using my card and was denied. After calling someone with a ********** accent named "MAC" at customer service that same day at about ********** I was told the funds weren't there and they said there was nothing to do about it despite it being considered theft caused by their entity. When I asked about any transactions he denied any, laughed at me, denied me repeatedly about talking to their supervisor as well as the supervisors name saying it wasn't necessary despite me saying it was my right to talk to their superior then repeatedly had me wait over twenty minutes saying 3 times they were too busy talking over the phone. I then gave him my phone number to give to the supervisor after his call and continued to wait. When he said "there was no need to talk to him" and told me about only getting my money back if I faxed "my receipt, my card and my personal identification" I felt uncomfortable with a red flag and asked if I could record the conversation as well. Before I could put another word in he said it wasn't policy and before I told him I wouldn't then; he hung up on me abruptly and hasn't had his supervisor call me after ever since the incident. ** I feel like they aren't maintaining legitimate business ethics and responsibility for their own breach in logistics and "internal theft" in their own business that should legally be investigated by an entity other than their own. ***************** Phone # ************** for Mastercard non-reloadable card. I feel like this is a severe issue that could or already has resulted in multiple thefts from an entity responsible for thousands of people's financial information and could be a lot bigger than it seems. Thank you tremendously for your help in hopefully resolving this matter for me and many others.

  Business Response

  Date: 10/10/2022

  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.
  
  We have forwarded the complaint to the card issuer (US Bank) who will reach out and resolve directly with the consumer.

  Customer Answer

  Date: 10/11/2022

  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:09/26/2022

  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.

  ******** Is Refund to Refund me now for too Orders I Never got with them now For ******. They are No Help At all now and they dont listen to me anymore now and They Keep Blowing me off now.

  Business Response

  Date: 09/27/2022

  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, initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact her bank for assistance with a dispute.

  Customer Answer

  Date: 09/27/2022

  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]

   NO HELP AT ALL NOW.

   

   

   

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

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

  Business Response

  Date: 09/29/2022

  As stated previously, the consumer should work with her bank to review options for filing a dispute. She may also continue working with the merchant directly to obtain the refund. 

• Initial Complaint

  Date:09/06/2022

  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.

  On 09 02 2022 at 11:29 pm I bought my daughter a gift card for her birthday. The following morning when she woke up she went online to activate and register the card. When she did this it told her she had to call customer service to update the pin. So she called they asked her what her name was when she told them they said that it was not her name that was on the card and that it was already activated. We asked how when we just bought the card. After many hours on the phone with ****** and sending picture of the front l, back of the card and a pic of the reciept she gave us a 10 digit ID number and a claim number she told us to call mastercard and give them this information. When we called the rep. *** mumbling and I could not understand a single word I kept repeating myself and she did nothing to correct it. After 3 hours of asking her to repeat or telling her I could not understand her and about 6 reps later that all seemed to have the mumbles they then told us they were experiencing technical difficulties and to call back in 4 or more hours. We called a different department and they were having no technical problems but said they had to transfer us to the correct department while transfering they hung up on us. We called again and requested to speak to a supervisor they hung up on us again. It's my kids birthday and she used ***** of her birthday money so she could get stuff for her game online. It's messed up to see a child get ripped off by a creditable finical institution. My daughter said forget it that the 20 was not worth all the problems they caused.

  Business Response

  Date: 09/08/2022

  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 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.
  
  The issuing bank for the gift card in this case is US Bank. We have escalated the consumers complaint to our contacts with US Bank who will reach out to the consumer directly to resolve.

  Customer Answer

  Date: 09/09/2022

  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:08/25/2022

  Type:Order 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.

  My wife and I need our 40k points and $100 voucher immediately as promised because we spent $1000 on each card within the time frame that the representative on the phone told us we had and after spending and paying off the $1000 on each we were told the time frame expired however thats not what the previous representative promised. Mastercard needs to stand by what their representative told us over the phone

  Business Response

  Date: 09/09/2022

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  We are currently working with the consumer to identify the offer and route it to the correct team for assistance.

  Customer Answer

  Date: 09/12/2022

  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,
  
  *********************
  
  
  
    Last 4 of my social is 6087

   

  last 4 of my wifes ****. That should help

  
  

• Initial Complaint

  Date:08/08/2022

  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.

  The Chase Freedom Flex credit card advertise that they provide cell phone protection plan as long as we use the this credit card to pay our cell phone wireless plan. This cell phone protection plan is actually provided by MasterCard because this card is a Mastercard. So I used this card to pay my ******* wireless plan every month so they would reimburse my cell phone repairment if it broken.Last month, I broke my phone. After the repairment, I submitted the claim to Mastercard assistance center with all the documents they need. One of these documents they required is, according to them "A copy of the **************** invoice for the billing period prior to the loss that was paid with your eligible card. TIP: We also accept an online screen shot of your account if it identifies the phone numbers on the account, the phone models, the billing period dates and the total amount of the invoice." So I provided a ******* account screenshot which contains all the information they need. It is an online screen shot of my account, it can identify the phone numbers, the phone models, the billing period dates and the total amount of the invoice. However, they continuously says a screenshot is not a invoice, so it is not okay. This kind of saying is clearly against their previous cell phone protection policy, and lie to the customers. I am not able to provide the invoice because I am on a ******* prepaid plan. But my screenshot of my account is totally satisfied with their written policy, an online screen shot of my account, it can identify the phone numbers, the phone models, the billing period dates and the total amount of the invoice.They claim this is not invoice then they don't respond to my email after that. I am asking the could take their commitment seriously and cover my cell phone repairment.Claim Number:********* Date of Incident:6/10/2022

  Business Response

  Date: 08/11/2022

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  The service provider has advised that claim ********* was resolved on 8.7.22 and the settlement letter has been sent to the consumer.

• Initial Complaint

  Date:08/01/2022

  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.

  I purchased a master card prepaid gift card and was told I would be able to return it if I wasnt happy. I wasnt able to purchase what I needed with said card due to us restrictions that werent listed on the website. When you call customer service no one ever answers. I think I was a victim of fraud through Mastercard.

  Business Response

  Date: 08/02/2022

  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 institution does. Please have the consumer contact the bank where the card was issued (****** Bank) for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service.