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:05/08/2025

  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.

  Respected ********** Master Card must know, accept, admit, and understand that a person who holds a CASH RECEIPT, CARDS FRONT SIDE PHOTO, CARDS BACK SIDEPHOTO THEN WILL BE TREATED LIKE THE CARDOWNER. Master Card fraudulently creates chargebacks from some residential scammers. If a prepaid gift card was purchased with cash and it was used by a person to purchase goods or services from a business then how can another person come with the same card and claim that card belongs to him? Master Card have a brain or not? If it's a bank's debit card or credit card then the owner's name is printed on his card. Here he can claim the ownership of his debit or credit card. But in a prepaid gift card scenario which was purchased with hard cash, the terms are quite the opposite. A person who uses his gift card for the first time with a cash receipt then he will be treated as the card owner. There should not be any secondary owner for the same Master Card gift card that any person can claim. However, Master Card has created some unrealistic policies that have been supporting scammers, fraudsters, and dishonest people to misuse their gift cards to gain money fraudulently by creating false chargebacks. If this kind of useless rule is set by Master Card, then honest businesses like ours cant survive in the market. I submitted all the requested card ownership documents to challenge the chargeback case but Master Card rejected them. This is not acceptable at all. I attached the chargeback case document here which was received from Master Card. Please ask them to reject the chargeback case as the charge is valid and legitimate. Kindly ask them to refund my money immediately which they took from my bank account. Please do the needful to get me justice. Thank you.

  Customer Answer

  Date: 05/08/2025

  Dear ****************** uploaded the documents in this case were the evidence that I am the owner of my Master Card Gift Card.

  My prepaid gift cards' ending four digits are **** and its value is 200$.

  An unknown fake person created a false chargeback about my 200$ prepaid gift card with Master Card Company. I have got all the evidence that the card belongs to me. It was purchased with hard cash. I have the cash receipt and physical card with me. No secondary person can't claim an ownership for the same prepaid gift card because it was purchased with cash. There is no documentary proof which can certify that the card belongs to another person. I hope the above facts cleared your doubts. Now it's Master Card's duty to deny any such false chargebacks created by these unknown scammers and fraudsters because the gift card was purchased with a cash receipt. I purchased goods from a business with this card recently and the purchase was legitimate. But Master Card claims that the prepaid gift card does not belong to me. Kindly ask Master Card company to reject the chargeback raised by that scammer and refund my money 200$ to my bank account immediately.

  Please do the needful soon.

  Thank you.

  Sincere Regards,

  **** *****

  Business Response

  Date: 05/08/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Mastercard does not initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact their bank for assistance with any dispute related concerns. Typically, there will be a phone number on the back of the card where they can contact customer service for the issuing bank.

  Customer Answer

  Date: 05/09/2025

  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:

  [Your Answer Here]

   I can't accept your irrelevant and careless response here because the chargeback was created by Master Card only.

  Now you have to contact the bank and ask them for the refund immediately.

   

  Thank you.

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 05/14/2025

  Mastercard does not create chargebacks. As previously stated, charges backs are filed by banks/financial institutions. Additionally,the attachment provided did not come from Mastercard, it appears to be from *************************. The consumer should reach out to Heartland for assistance or their acquiring bank/processor if they are a merchant. 

• Initial Complaint

  Date:05/05/2025

  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 3/31 a matercard gift valued at $500 was attempted to be used online. The purchase failed but no reason was given. I went online and it said must call customer service or something every similar. I did and they were foreigners and difficult to understand. They ultimately said the charge was flagged as fraud. I explained that the charge was legitimate and to unfreeze the amount. They said they could not and would mail a new card. The card never arrived and my wife followed up. She has received a non stop email runaround and after sending my identification and her identification they have ultimately refused to send a replacement card. They are now holding OUR $500 improperly. They nature of gift cards is anonymous yet they, after received more than enough of our information are refusing to refund the $500. Today is 5/2/25 and IF they believe they are preventing fraud we have provided more than enough information about ourselves. While harassing a legitimate customer I assure you thousands have committed fraud against them yet they choose to harass us? They want a receipt of purchase which we dont have? All while this is occurring we are out $500 while a multi billion dollar company continues its harassment campaign! I have the card in my possession there has been plenty of time for a victim to complain (assuming they think I am defrauding someone) and they have my info and my wifes info? What more can we possibly do while they hold our $500s hostage??? They can even refund it to the ORIGINAL purchase method (which they refuse to do).

  Business Response

  Date: 05/05/2025

  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 card account data or initiate refunds on behalf of cardholders, only the issuing bank/gift card provider does. We serve as the technology ensuring payments are processed. We recommend the consumer escalate their case with the issuing bank/gift card provider for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service.

  Customer Answer

  Date: 05/05/2025

  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:

  [Your Answer Here]

   I was forced to call Mastercard because that is the phone number on the card?  I will call whoever you want but I was advised by the representative that they continually want more information.  I have provided them everything I had and they refuse to reissue the card?  If you have information on who issues the Mastercard gift card please share it because I am having zero luck and mastercard is the only information I have?  As far as I know I am communicating with "mastercard" or whoever you hire to handle these matters?  The person is a foreigner is a "call center" which seems to be part of the problem.  Communication is difficult because they seem to recite information from a computer screen.  I have the physical card.

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Customer Answer

  Date: 05/08/2025

  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 contacted me and asked me for information pertaining to the gift card and advised it would go to the proper department for further review.  I am ok with this and will wait to see if they can finally resolve the issue.  I will standby for the next contact.  Thank you, ****

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 05/14/2025

  The gift card provider will reach out to the consumer directly. Mastercard is only able to pass the complaint to them for handling,which has already been done. 

• Initial Complaint

  Date:04/28/2025

  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.

  filed dispute with master card on March 19, 2025 *********************************************************** ________________________________Here is your Case Number: ******** We are tracking your inquiry and a representative will be in touch with you shortly.We aim to respond to your request within 4 business days.Please remember to keep the Case Number in the subject line of all email correspondence to ensure your issue is tracked. Please also refrain from editing the subject ******* view updates on the status of your Case, please visit Support on Mastercard Connect.For more information, please reference the following documents found in the Publications application on Mastercard Connect:For chargeback processing rules, please see the Chargeback Guide Please review the MasterCom topic for MasterCom guides and tutorial videos For Dispute training and additional resources, please select your region below:the dispute is over false advertising and fraud of $4019.00 for hotel reservation that was not honored master card did not get back to me until i had to find out myself, then i filed another dispute over same subject, they have not got back to me.the dispute is against Algotels, see attachment .

  Business Response

  Date: 04/29/2025

  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 does. The consumer should contact her bank for assistance with filing a dispute. 

  Customer Answer

  Date: 04/30/2025

  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:

  [Your Answer Here]

   I contacted BMO ****** BC the first week of feb. ****************************************** march 2025 as well as sending a text march 27, 2025
  They stated i had to deal with master card????

  i would like to file complaint with Algotels as well

   

   

   

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

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

  Business Response

  Date: 05/05/2025

  The bank was incorrect to refer the consumer to Mastercard for filing a dispute. As previously stated, the dispute process is completed by the issuing bank. The consumer needs to contact *** to file the dispute. Mastercard is not able to do this on their behalf. 

  Customer Answer

  Date: 05/06/2025

  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:

  [Your Answer Here]

   i have a master card card 

  you have a site for master card disputes, i have a dispute

   

  i can not find address for algotels to be able to file a complaint with them

   

   

   

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

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

• Initial Complaint

  Date:04/08/2025

  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 around Christmas time. I went to use it today and it did not work. It was still in the packaging just before I attempted to use it. The packaging was in no way damaged or visibly tampered with.I called mastercard customer service and was told that the card was purchased in early december and used at a target in a different county in early January. Additionally, I was told it was swiped at that target to make the purchase.This could not have possibly been me. First of all, I just removed the card from the packaging today. Also, I was not in the country at that time. Finally, I have never shopped at this target.I was displeased with the customer service experience. I was connected with someone who spoke very poor english and continued to tell me i used the card despite hearing my story. It was also very difficult relaying basic numbers and letters to make sure the complaint with mastercard would have the accurate information. Finally, he asked me to go to the purchaser of the card. What good does that do? We know the card was purchased since it once had funds. It is not reasonable or acceptable to ask the recipient of a gift to go complain to the giver that it doesnt work. The card was in fact purchased. What could the purchaser do at that point? Mastercard sees where the issue is, and needs to do a better job of protecting cards from theft. Mastercard charges buyers five dollars in addition to the fifty for the card. This company should have better theft and fraud control for this level of upcharge. This has been a waste of time. If not resolved appropriately, I will be filing a report with the *** given that the purchaser of this gift card and myself were defrauded of the amount. I will also file a police report and contact the California attorney general.I would like a replacement card for $50, which was the value of the card.

  Business Response

  Date: 04/08/2025

  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 is not the administrator of the gift card account. We are the technology provider licensing our processing network to issuing and acquiring banks.
  
  We have escalated the consumers concern to the gift card servicing provider (****** Payments) for review and direct resolution of the complaint. A representative will be reaching out to the consumer to assist. 

  Customer Answer

  Date: 04/09/2025

  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: no action or resolution has been provided.

   

   

   

   

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

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

  Business Response

  Date: 04/10/2025

  Mastercard is unable to resolve beyond escalating the case to InComm Payments for review and assistance, which has already been done. The consumer will need to speak with ******. A representative will reach out to the consumer for direct resolution. 

• Initial Complaint

  Date:04/07/2025

  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.

  Hi, I am filing a complaint against Shop Your Way Mstercard for not honoring their promotional offer. They offer to reward their customer ******* bonus points after spending $1500 OR MORE WITHIN 11/01/2024 AND 12/1/2034. I JUST DID THAT AND SO FAR THEY HAVEN'T PAID **** have called them several time they just gave me the runaround.

  Business Response

  Date: 04/10/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Mastercard is a technology company that operates the Mastercard payment network and does not maintain cardholder account information. The Shop Your Way card and program are managed by the consumers issuing bank (********). We have escalated the complaint to ******** for review and direct resolution with the consumer. 

• Initial Complaint

  Date:03/04/2025

  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 have a dispute open with citi card . **** is claiming Mastercard is the one not providing any help to my case . I have provided all evidence to be in my favor but Mastercard is ignoring all evidence.

  Business Response

  Date: 03/12/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Regarding disputes,Mastercard only provides rules to financial institutions to assist in the dispute filing process. Financial institutions make the final decision based on the information provided and review of the chargeback rules, not Mastercard. These rules do not allow Mastercard to force any issuing financial institutions to accept or reject disputes on behalf of their cardholders nor to influence the card issuers decision.
  
  We have escalated the consumers complaint with ******** for review of the dispute. 
  

  Customer Answer

  Date: 03/12/2025

  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:

  [Your Answer Here]

   The business is putting the blame on citi card but citi blames master card . It's just a bunch of excuses from both parties. Nothing has been done .

   

   

   

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

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

  Business Response

  Date: 03/13/2025

  Mastercard does not maintain cardholder account data,initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. As previously stated, we have escalated the consumers complaint with ******** for review and direct resolution.

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising 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 Titanium Plus Mastercard, loaded it up with funds went home and found out that ****** and ************* doesn't accept the card after several attempts with different computers and internet connections. I went back to the store and asked for a replacement. The clerk explained to me that I require to have a personalized card to access ************* and to add it to *******When I first got the card, that was never explained to me. Now the company expects me to pay an additional $5.00 for a personalized card.

  Business Response

  Date: 03/12/2025

  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 contact the financial institution or bank where the card was issued for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service. 

• Initial Complaint

  Date:02/26/2025

  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.

  I'm writing to express frustration with Mastercard's handling of my complaint regarding non-receipt of statement credits for Peacock Premium.Background:-Subscribed to Peacock Premium in 10/2024 using World Elite Mastercard.-Eligible for $3.00 monthly statement credit according to Mastercard's ***************************** of Events:-1/23/25: Contacted Mastercard, who claimed it was a Peacock issue. But ******* said Mastercard must give the credit. Filed a complaint. -1/31/25: Called Mastercard Spoke with supervisor ***. Now theyre claiming it was my credit card issuer. Its not.-2/7/25: Called again. Spoke with supervisor ****, who submitted my complaint again to the escalations team.-2/10/25: **** called, claiming escalations team said my card was inactive (false).-2/12/25: Called Mastercard again, & **** said she would follow up.-2/14/25: **** called saying escalations team would finally reimburse me for past statement credits & fix the issue going forward.-2/21/25: Called Mastercard again, & supervisor ***** said escalations team was still working on it.-2/26/25: **** called, now claiming I was not eligible (false). Because its only for new customers. I then read her from ********************* own ****************** (iv) are not currently a Peacock Premium or Peacock Premium Plus subscriber. Which I was not! Asked for her supervisor. Was transferred to Op Manager **** I detailed the timeline, highlighting ********************* of accountability. *** suggested sending another message to the escalation team. I refused, citing the delay, & asked for his supervisor's contact info. He provided **** email, saying she's a Sr. *** Manager.Issues:-Mastercard's failure to provide promised statement credits -Inconsistent & inaccurate information from Mastercard representatives -Lack of accountability & follow-through Request:-Reimburse me for past statement credits -Fix the issue to ensure future statement credits -Provide clear explanation for errors & delays

  Customer Answer

  Date: 03/23/2025

  At this time, I have been contacted directly by MasterCard regarding complaint ID ********, however my complaint has NOT been resolved because:

  [MasterCard contacted me on 2/27/25. But I dont think it was because of my BBB complaint. I had been in correspondence with them previous to the complaint. Nevertheless, I was told by a supervisor ****, that I will be receiving all of my owed credits dating back to October 2024. And going forward would be receiving my regular monthly credits Per their promotion. However, I only received 2 of the 5 owed back credits promised. And have not received a current credit for March. So all of my issues still persist!  ]

   

   

   

   

   

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

  Sincerely,

  ***** *****

  Business Response

  Date: 03/27/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  We have submitted a request to process credits for October, November, and December to close this out. The cardholder will receive these, in addition to already having received credits for these months from *******.
  
  The March rebate has not yet processed. 

  Business Response

  Date: 04/04/2025

  The consumer has now received all applicable credits. 

  Customer Answer

  Date: 04/07/2025

  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:02/25/2025

  Type:Order 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 now being charged a "Monthly Statement Fee" which were not the terms and never agreed to when I opened this account 1+ years ago so want to CANCEL & CLOSEOUT my account.I instructed ********************** **** SYNCHORONY to CANCEL & CLOSEOUT my account and send me my $$$ overpayment. Thank you,******* ******

  Business Response

  Date: 02/26/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

  
  Mastercard is not the administrator of the consumers account and does not charge fees to cardholder accounts. We are the technology provider licensing our processing network to issuing and acquiring banks, who in turn, acquire cardholders and manage their accounts. The consumer should speak with ******************* for assistance with any fees that appear on the account. 

  
  

• Initial Complaint

  Date:02/21/2025

  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.

  My company purchased a $200 MasterCard gift card as a wellness prize. I took it on vacation to CA and after a single $28 purchase, it ceased to work. When I got home, I called the number listed and was told their AI flagged it as fraud. I had to submit copies of both sides of the card, the original receipt for the card purchase, my DL, and a utility bill. I did all that and they confirmed receipt by 1/17/25. Since then I have made 6 calls to the card center in **************. I was told by everyone I called that the paperwork had been received. First I would get a card in 10 days, then 20 days, then was told their "day" is 9 hours, so that meant ***** hours was actually ***** days. On 2/19 I was told that although it was confirmed they had the paperwork, the "back office" wanted it again. I believe this is a case where the "back office" gets a commission or fee for every card they say is fraud, and it's in their interest to make sure the cardholder gets so frustrated and doesn't have the time to keep going, so they get to keep the funds left (or MasterCard does).

  Business Response

  Date: 02/24/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Mastercard does not maintain cardholder account data and is not the administrator of the consumers gift card. We are the technology provider licensing our processing network to issuing and acquiring banks.
  
  We have escalated the case with the gift card service provider (InComm Payments) for direct resolution of the complaint. 

  Customer Answer

  Date: 02/24/2025

  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:

  It does not appear that MasterCard has taken any responsibility, and have just forwarded it to someone else. Unless the other party resolves this in full, because it is a MasterCard-branded gift card, I believe they should make it right. I will await the "new party's" response, but reserve the right to continue the complaint if they deal with it like they have my attempts to resolve the issue to date.

   

   

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

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

  Business Response

  Date: 03/04/2025

  We will raise the issue with ****** Payments once again. The consumer needs to continue working with ******. As previously stated, Mastercard is the technology provider licensing our processing network to issuing and acquiring banks. We are not the administrator of the card and are not able to send a replacement card to the consumer, this needs to be done by InComm. 

  Customer Answer

  Date: 03/04/2025

  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:

  [Your Answer Here]

   While MasterCard says the company that licenses their technology is fully responsible, I believe that MasterCard's license agreement with the licensee likely says they cannot do anything that causes harm to MasterCard. I believe that they have and continue to harm MasterCard's brand by their lack of response and run around. I requested a response from the company AGAIN today, but they have yet to respond. I don't think MasterCard can say my complaint is resolved until their licensee takes steps to rectify the problem, which would be sending me a new gift card for the balance remaining on the original card. Once they do that, I will consider the issue resolved, but not until then.

   

   

   

   

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

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