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: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,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  Date:02/12/2025

  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.

  I'm filing a complaint against MasterCard gift card company. They have awful customer **************************. They will not help you online if your card gets hacked which mine did. My mother-in-law gave me $100 MasterCard gift card for Christmas and it's February and I still haven't gotten it replaced. The case was settled in my favor stating it was fraud. Someone stole my card online at *******. I don't know how that happened. She went in the store to activate it and they still will not send me one. They said they have sent me one. There's no tracking so I can't prove that they have. It was supposed to be sent out on the 7th of January and then I had to wait 10 business days and nothing. I keep calling them back. They're very rude they won't resolve it. So I I just want all consumers to know not to ever buy those gift cards. You will not get any help. Even though it says zero liability you will not get any help. Basically they stole $100. I would just like them to send me my $100 gift card replacement. Oh

  Business Response

  Date: 02/12/2025

  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, maintain cardholder account data, or initiate refunds. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should follow up with the issuing bank/gift card provider for assistance with a replacement card. Typically, there will be a phone number on the back of the card where they can contact customer support.

  Customer Answer

  Date: 02/12/2025

  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]

   I have contacted them multiple times and to no resolve 

   

   

   

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

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

  Business Response

  Date: 02/13/2025

  We have escalated the consumer's case to the gift card provider (InComm Payments) for review and direct resolution. 

  Customer Answer

  Date: 02/13/2025

  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:02/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had used some money from my health app to get a gift card. I have some funds left on this gift card, but it says it's on a temporary hold after I tried to use it. I have attempted to use this card multiple times with it not succeeding, just now, finding out the reason why. The funds seem to be decreasing as well, as if someone has been using it.

  Business Response

  Date: 02/11/2025

  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. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should contact the financial institution or bank that issued the gift card for assistance.Typically, there will be a phone number on the back of the card where they can contact customer support. 

  Customer Answer

  Date: 02/12/2025

  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:02/06/2025

  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'm owed $150 by the Mastercard Circles of Influence survey panel! I dedicated over a year of my time and my valuable opinions to the panel and then they decided to just up and close without allowing me to withdraw the last of my earnings! Upon contacting panel support they kept promising a resolution to withdraw my final funds, but, was finally told there was no resolution and I'm beat out of the money! I'm upset to discover that Mastercard is an extremely dishonest and unreliable company!

  Business Response

  Date: 02/11/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  We have escalated the complaint to the panel provider for investigation and direct resolution with the consumer. 

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife ********* and I booked a cruise departing 9/8/2024 for $3069. Before paying with MasterCard I looked up their **************** Benefits. It says "Coverage applies to Cardholder Up to $1500 per event". We both have MasterCards with different account numbers, linked in one monthly statement. I called MasterCard Benefits to inquire if our trip was covered. A representative assured me that since we had two cards, each of us was covered up to $1500 for the total of $3000.Shortly before the trip my wife fell ill, was taken to an emergency room, and surgery was scheduled. I canceled the trip and submitted a claim for $3000 to MasterCard with all required documents. They did not raise any issues and reimbursed my account for $1500. I called to inquire about the balance of $1500. The representative told me that since the payment was made with one card, only that card was reimbursed; as she put it, How did we know that the other account was involved?. I explained that when I inquired prior to the trip, no one mentioned using two cards to make the payment and suggested reviewing the recording of my conversations with their representatives and asked for her supervisor. She replied that the supervisor was not available and there was nothing she could do. I asked for a written response, but she said she was not authorized to do it. Over the next several weeks I called MasterCard multiple times, spent countless hours on the phone, was transferred from place to place, talked to dozens of representatives, but to no avail. It looked like their representatives were instructed to wear out customers by making them spend hours on the phone, bouncing them from place to place without providing anything in writing. I am 78, my wife is 77, we live on fixed pensions, and $1500 is a sizable amount of money for us. Its not fair for an insurance company to take advantage of people like us by giving us misleading information about the coverage and then refusing to pay the claim.

  Business Response

  Date: 02/18/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  The claim was adjudicated correctly per the policy language.
  
  Coverage limitation: The maximum benefit amount for Trip Cancellation is $1,500 per Covered Trip and $5,000 per Eligible Account per twelve (12)
  consecutive month period.
  
  We have reviewed the calls and neither the Mastercard call center, nor the insurance service provider advised the consumer that both cards were covered for the same trip. 

  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:

  Mastercard's response "The maximum benefit amount for Trip Cancellation is $1,500 per Covered Trip ... and ... neither the Mastercard call center, nor the insurance service provider advised the consumer that both cards were covered for the same trip." is indicative of their approach of using confusing legalistic language to mislead the customers. I never claimed that their **** advised us that both cards were covered; I complained that the **** never advised us that our two cards should or could be used separately for our individual trips. They are taking advantage of people, particularly, older people like us, to refuse the coverage.

   

   

   

   

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

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

  Business Response

  Date: 02/26/2025

  As previously stated, the claim was correctly adjudicated per the policy language. The policy limits $1,500 per covered trip, not per insured. 

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello my name is ***** ***** I made a $1500.00 payment on Dec 24/2024. And for some reason they can not find my payment my credit limit is $1500.00, I have been in contact but they seem to just have been giving me the run around. There collections depart keep on calling me even though i have told them I made a payment. I was wondering if there is anyway you could help because now they are treating to put this against my credit. They say that I have not made a payment and I did. I even gave them my receipt showing it was paid. I just keep getting the run around so please help.

  Business Response

  Date: 02/06/2025

  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 and billing data. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should follow up with the issuing bank for billing assistance. Typically, there will be a phone number on the back of the card where they can contact customer support.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 14th 2025, I posted a complaint here about MasterCard. My issue was about opting out of the automatic billing updater. I was emailed by someone named ****** after posting my complaint. ****** claimed to have been internally fixing my issue with a bank. He claimed to have emailed them to resolve the issue, and that they would call me. That has absolutely not happened at all! Absolutely no correspondence about really resolving this issue. Not only that, I called the bank myself, and they had absolutely no clue what I was talking about. Which leads me to believe he didnt escalate the case to the bank like he claimed. So it is now January 31st 2025, and I still havent been allowed my right to opt out of the **** Also, my original complaint mentioned mistreatment on the phone lines. Not being allowed to speak to customer service at all. They claimed to have not been able to find any of the 4 phone calls. Even though I gave them the exact date and times of every call. I believe this is more dishonesty on top of the lies I was told on the phone by their lost and stolen department. It seems as though this is their standard of how they treat card holders. If you call you wont get any help, you will be lied to, and forced to talk to the lost and stolen department no matter your issue.

  Business Response

  Date: 02/06/2025

  The issuing bank advised us that they are unaware of the process for opting their cardholder out of Automatic Billing Updater. Our team has provided them documentation on how to complete this, and requested they assist the consumer urgently. As previously stated, Mastercard is not able to opt the consumer out of Automatic Billing Updater, this needs to be completed by the issuing bank.
  
  We have searched multiple times using the consumers name, email and phone number, none of the calls mentioned are found in our system log. 

  Customer Answer

  Date: 02/10/2025

  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]

   

   As of just Friday February 7th 2024 via email, the issuing bank Aspiration is still claiming not to have control of the **** I will attach the email below for you to see. This is more conflicting and contradicting information between these two business partners. 

   

   

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

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

  Customer Answer

  Date: 02/12/2025

  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,
  
  ***** ******