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

• 

  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

• 

  Finicity

  434 W Ascension Way Ste 200 Murray, UT 84123

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/21/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not maintain cardholder account data, initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact CFNA for assistance with the dispute. 

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted REI *********** Master Card on 9/8/2023 and requested that my card be restricted to prevent future charges from a merchant (*************-a software company for real estate agents). The merchant does not accept phone calls and email is the only option to correspond with them ****************** I cancelled my monthly subscription to this merchant via email on 9/8/2023. Agent at *********** recommended that I cancel my existing card and a new card would be re-issued and this would prevent the merchant from making future charges. I was issued a new card. However, the merchant was able to charge again using the restricted number even though that was not supposed to be possible. On 9/14/23 I was charged $45 by the merchant to the old card number even though I had been issued a replacement card. On 9/18/2023 I contacted credit card company and was told I needed to open a dispute with the merchant. I explained that it was the credit card company that had made the mistake by allowing a charge to go through on a cancelled credit card. I should not be in the position of having to dispute the charge - that was the reason the card was cancelled and replaced to prevent this from happening. I feel that the credit card company needs to correct the charge with the merchant. The charge should have never gone through. I followed up with a second email to the merchant on 9/18/2023. I have not received a confirmation that my email has been received by *************. I do not feel that I should have to go through the dispute process with *************. I do feel that the credit card company made a mistake and needs to correct the system that allowed the charge to go through in the first place.

  Business Response

  Date: 09/19/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not maintain cardholder account and billing data but serves as the technology ensuring payments are processed. Cardholder accounts are maintained by the financial institution or bank at which they were opened. The consumer should contact *********** for further assistance.
  

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

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

  
  

• Initial Complaint

  Date:09/18/2023

  Type:Delivery 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.

  Was told that my prepaid credit card was compromised in March ******************************************************************************** a new card I have not received a single card yet and every couple of weeks I call asking about my new card they say they sent it and I am told to wait a couple more days so I do and then call again when I dont receive the card they say they have sent me 9 new cards and I have not received one yet

  Business Response

  Date: 09/18/2023

  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 issue cards directly to consumers. The consumer should contact the bank that issued the card for assistance with the replacement. 

  Customer Answer

  Date: 09/19/2023

  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

  I have contacted the **** number over *************************************************************************** they sent a replacement card and I never received one ]

   

   

   

   

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

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

  Business Response

  Date: 09/20/2023

  As previously stated, Mastercard does not issue cards to consumers. We recommend the consumer verify the address they have on file with the card issuer if they are not receiving a replacement card at the correct address. Mastercard is unable to assist further. 

• Initial Complaint

  Date:09/18/2023

  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.

  This complaint concerns Mastercard's Treecard program, which in addition to credit activities sells plants at plants.treecard.org.On September 1, 2023, I ordered the 4-inch variety of their "Assorted Succulents," ********************************************************************************. The pluralized item name, the accompanying image (which displays a tray of 18 plants), and the $29.65 price point (now reduced to $27.03) suggested that 18 plants would be delivered. In reality, as their customer service line later clarified, they only intended to deliver a single plant.Since many other sellers offer bulk succulent deals at a similar or better price point, and combined with the other characteristics of the listing, it is entirely reasonable to assume that this offer was advertising a bulk shipment of plants. This is false or at least misleading advertising.

  Business Response

  Date: 09/18/2023

  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 operate the website www.treecard.org.The consumer should contact ************ as listed on the website for assistance. 

• Initial Complaint

  Date:08/16/2023

  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.

  Ever since sometime in early 2023 or maybe even in the end of 2022, I noticed that the interest rate for my Jetblue Barclays Mastercard account was going up and up. Making it more & more difficult for me to pay the monthly interest bill. And I would always pay above the minimum amount as well. Starting in July 2023, I had no choice but to let my account with Jetblue Barclays Mastercard go towards past due because the minimum payment was $200 & above and all the other payments I was making before that was not making any impact in lowering the card. I even called stating I could no longer afford back in March/April 2023. Mastercard is purposely messing up my credit score (as they continue to charge me each day for late fees, even after speaking to 3 of their account managers and all of them claiming "they understand my hardship with this") . During the month of July 2023, Jetblue Barclays Mastercard would contact me via and I would always pickup the phone and no account management or care agent would answer and would just remain silent until I had no choice but to hang up the phone. Sometimes, whomever that was calling me from this company would just simply hang up as soon as I would answer. I have spoken to 3 agents overall. 2 of them named ***************** and both offered no real good solutions to lower my interest rate on the card temporary or to consolidate this debt & purposely continuing to call harass me about the money. Also when I spoke to *******, she transferred me to "Care", they always want to charge $25 for basic questions and information that I had about my points before considering closing the account. All this, the constant calls per day (and all times I picked up for it to go unanswered), the day by day late fees on this acct and not even reasoning with me is highly unprofessional as I was also rejected for a personal loan to pay off this debt. I would like this matter resolved with the late fees waived for both July and August 2023 in order to pay

  Business Response

  Date: 08/16/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not maintain cardholder account and billing data but serves as the technology ensuring payments are processed. Cardholder accounts are maintained by the financial institution or bank at which they were opened. Please have the consumer contact Barclays for assistance. Typically,there will be a phone number on the back of the card where they can contact customer service. 

  Customer Answer

  Date: 08/17/2023

  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 did contact you JetBlue Barclays Mastercard and you want me to pay the late fees and minimum right now and I simply cant, especially when they dont put a hold or stop to the everyday charges. I do not work, been mentally & physically to some extent disabled, and every time you call would call me, I would willingly answer and no one would be there or you would hang up. Again, I called months in advance about my hardship with this card and how you purposely kept raising the interest rate with the balance and said I couldnt afford it anymore and offered no real good solutions. You dont even bother to close the account and take away the late fees. I get paid monthly by my benefits and cannot give what I used to, with all that Mastercard has done. Again, this is highly unprofessional and this is a poor response to my complaint. I cant even take out a personal loan to make this go away. And are ruining my credit score as it is. I would appreciate it if some executive from this company review my case and get in touch with me. Thank you. 
  

  Regards,

  *************************;

   

   

   

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

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

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a MasterCard holder for over 10 years. I am attempting to inquire about the benefits on my card. I have 2 *********** World Elite Mastercards and I contacted MasterCard to verify my benefits before I travel out of the ******** *********** provided me with a Guide to Benefits.This Guide to Benefits contains detailed information about insurance and retail protection services you can access as a preferred cardholder. This Guide supersedes any guide or program description you may have received earlier.After contacting Mastercard, they are saying my World Elite MasterCard has no benefits at all, and all customer service reps (5) whom I have spoken with over the last two weeks are saying this is unheard of and very unusual. I have spoken with 3 Supervisors and a Supervisors Supervisor, who claim to have escalated my concerns to Mastercard It has been two weeks, and still no response from Mastercard. I call everyday to ***** a manager who has escalated my case, at **********. ***** keeps telling me they are still waiting to hear back from MasterCard Execs.I travel out the country in 4 days, and I need a letter from MasterCard verifying my rental car coverage as well as my trip cancellation coverage. I need to know that I actually have all the benefits that are promised to me as a MasterCard Elite Card holder. I have spent numerous hours trying to get a normal verification of benefits letter from MasterCard, yet no one can help me or no one can explain why my world elite cards (2) dont have the benefits outlined by *********** and my MasterCard World Elite benefits guide. ************************************************************************************************************* Please do not let Mastercard get away with promising benefits to customers to open accounts, but not standing by their agreements and benefits when a customer tries to use them. THESE ARE DECEPTIVE FINANCIAL PRACTICES ON BEHALF OF MASTERCARD. PLEASE HELP THE CONSUMER!

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *** ******************
  
  
  
   
  
  

• Initial Complaint

  Date:06/29/2023

  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 booked a vehicle with Budget Rent A car using my JetBlue Barclays Mastercard because the credit card offers car insurance coverage. Upon returning the vehicle, the car rental found an issue with the car and charged my account $900.57. I have called about 10 different numbers to reach the Mastercard car claims department and everyone keeps giving me a different number to call to get the issue resolved. No one has assisted me yet and I still have the charge on my card, even though everyone I speak to says I shouldnt have been charged as I have the coverage. Please assist me with this.

  Business Response

  Date: 07/03/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  The consumer should contact Barclays to obtain the correct contact information for rental insurance claims. 

  Customer Answer

  Date: 07/05/2023

  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 contacted Barclays, Jet Blue, and even the number to Master rental coverage (which is the benefit offered by Mastercard to cover damages to rentals) and they all tell me they cannot help me and give me a different number to  contact.

   

   

   

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

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

  Business Response

  Date: 07/12/2023

  The service provider has connected with the consumer and established claim #*********. 

• Initial Complaint

  Date:06/15/2023

  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 bought a prepaid travel card (Mastercard) through my bank on June 2022 for a vacation that was cancelled. I put $500 on the card for a fee of $3.50 to the bank. I held onto the card knowing I could use it for a future trip. I did not use the card during this time frame. When scheduling a new trip I discovered the card had a balance of only $445.55. I contacted Mastercard and they said since I hadnt used it yet they started charging me $4.95 per month. They had been doing this for 11 months without any notification. I believe they should reimburse me for the charges they withdrew on the $500 they were given for use of a travel card. They said it was set in stone and could not reimburse these fees. Card #*******************

  Business Response

  Date: 06/20/2023

  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 refer to the Terms and Conditions listed on the card packaging regarding any fees that *** be assessed by the issuing bank.  

  Customer Answer

  Date: 06/21/2023

  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 is responsible to its customers thus should act in an ethical manner. I receive statements from all my other credit cards. However,  they were negligent in not sending me monthly statements when they started charging my account $4.95 per month for 11 months. Also, I never received term and conditions from them.

   

   

   

   

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

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

  Business Response

  Date: 06/26/2023

  As previously stated, Mastercard does not maintain cardholder account data or assess any sort of card fee. We are only the technology provider licensing our ****************** to issuing and acquiring banks, who in turn acquire cardholders and manage their accounts. The consumer needs to contact the issuing bank for assistance with any fees that were applied to the card. The issuing bank can typically be contacted by calling the number on the back of the card. 

• Initial Complaint

  Date:06/14/2023

  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.

  I called **** because I havent received my refund back but they put it back on my Mastercard which is a gift card in the amount of $81.78and I dont have the whole card number I only have the last four of the card number with the transaction ** numner and I need some assistance of recovery my funds . **** isnt helping me and lied to me saying Ill get back on my PayPal account and now I dont have no way getting my money back and I dont have access to that gift card ending in **** The ** number is *********** for the purchase

  Business Response

  Date: 06/14/2023

  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 continue to work with **** for an alternate refund method. They also have the option to file a dispute with the issuing bank. 

  Customer Answer

  Date: 06/14/2023

  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 dont have the whole card number and disputing the charge will cause big problems and legal actions I dont want do that they have the funds on that gift card and I want it back 

   

   

   

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

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

  Business Response

  Date: 06/20/2023

  As stated previously, Mastercard does not maintain cardholder account data. We are only the technology provider licensing our ****************** to issuing and acquiring banks, who in turn issue cards and acquire cardholders. As such, we are unable to provide the full card number that is being requested. The consumer needs to contact **** to cancel the first refund and arrange an alternative refund method. 

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan. 13 2023 I purchased a debit card from Mastercard. I attempted to use it to pay for services and the payment was denied they said because of insufficient funds. According to my records I have close to a half left in funds. I have tried for two days at various times to contact them using the phone number provided on the back of the card and I am put on hold and they never answer. I have waited as long as a half hour. I also went on line to view my account and i get the answer that they don't have this card on record.

  Business Response

  Date: 06/07/2023

  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 ****************** to issuing and acquiring banks, who in turn issue cards and acquire cardholders. The consumer needs to connect to the number mentioned in the complaint so that a banking representative can review the card transaction details.

  Customer Answer

  Date: 06/07/2023

  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]

   on the back of the card it states for customer service, balance information, refunds, or to request replacement card card. If this entity doesn;t  have transactions how could they give balances. it also states licensed by master card. then it gives the phone number that i have called numerous times and i am put on hold indefinitely. Since I have sought a solution I can only get several options but pressing o to speak to a representative is not an option for me. 

   

   

   

   

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

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

  Business Response

  Date: 06/14/2023

  The number on the back of the card typically takes the caller to the bank that issued the prepaid card.The bank will need to review the card transactions with the consumer to determine if any fraud has taken place. If this is the case, the consumer will have the option to file a chargeback with the bank to recover the funds.