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 International

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

• 

  MasterCard Canada

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

• 

  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:05/31/2023

  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 received a total of $400.00 in Mastercard gift cards, for the purpose of purchasing food for my mothers memorial.(3) $100 gift cards (2) $50 gift cards All were fully enclosed in their original card holders, unopened. Tried using two of the gift cards at local ******* merchants and neither was valid. I phoned the customer service # ***************) and was told that the gift card numbers were invalid and monies, for all (5) gift cards were spent at numerous retailers in the ***********. I live in *******. And did not make any purchases. The customer service rep suggested I start a dispute, took my contact information, as well as, each gift card # and provided me with a dispute ID # ********. I was then told that I would receive paperwork, via email, within 48 hours of starting the dispute. The paperwork was to be filled out and sent back. I did not receive and email. Called back twice, and still have not received the emailed paperwork. Each time I call, a customer service rep advises me to check my email spam folder, which I have done daily, nothing has been received. Email should be coming from email address [email protected] placed May 10. Followed by follow-up calls on May 16 and May 23. Have not received anything, and have $400 if gift cards I can not use. The cards are issued by MetaBank, N.A. Distributed and serviced by ******************************* Need assistance in receiving replacement $400.

  Business Response

  Date: 06/01/2023

  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 working with ****** to process the dispute. 

  Customer Answer

  Date: 06/02/2023

  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 did correctly contact ****** directly, not MasterCard. ****** is the company that keeps promising to email the dispute paperwork and hasnt. I have been waiting since May 10, 2023 for the emailed paperwork. I have phoned ****** three separate times and do not receive any additional information, other than to wait another 48 hours for the emailed paperwork. The company ****** is not responding and I included the company customer service # on my original complaint.

   

   

   

   

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

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

• Initial Complaint

  Date:05/30/2023

  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 was mailed a mastercard gift card from optimum for an account that was to be closed and never received it in the mail. Finally receiving it at my NEW address only to receive an old letter and old debit card that is now expired. I called MasterCard to have the card reissued and was outsourced. The agent kept asking me to verify my home address which I did including the address to which the letter was even mailed to and he kept telling me I was wrong. So I asked to speak with a supervisor. After transferring me, the supervisor went on to tell me the same thing and I told him I would be contacting better business bureau to file a complaint and said "great" have a good day. It's honestly so baffling that MasterCard hires such arrogant customers! I have a $81.70 balance that is rightfully due to me! So MasterCard needs to contact me!

  Business Response

  Date: 06/01/2023

  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. We are only the technology provider licensing our ****************** to issuing and acquiring banks, who in turn issue cards and acquire cardholders. 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. 

  Customer Answer

  Date: 06/01/2023

  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]

   

  The back of the card has a Mastercard customer service number which is all outsourced and the agents are useless! THIS is why I will be closing all my Mastercard account because of the horrible customer service  thanks for this experience Ill be taking my business elsewhere! 

   

   

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

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

• Initial Complaint

  Date:05/01/2023

  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 am a Black Card - Luxury Card member. One March 1, 2023 I called in with the intention to pay off and close my account so that I would not be charge the annual membership fee. The representative I spoke with informed me that I had an offer to have my membership fee waived. I accepeted the offer and decided not to payoff and close the account. I waited until March 30, 2023 to call back for a status update on the credit for the membership that was supposed to be applied to my account. The second representative i spoke with informed me that I would see the credit for the membership fee applied to my next billing statement which was ****** I never received the credit to my account so I called back on May 1, 2023. The third representative that I spoke with informed me that this offer was for the year of ****. The first representative i spoke with did not inform me that this offer was for next year. I would have paid off my account the first time I called in March had I known this. Now, I am being charged a $500 membership fee on top of my balance. I believe this is an agent error and I should be owed the credit. All calls are recorded so the calls need to be pulled to review that my complaint is valid. I can be reach at **********, ********************** and the last four digits of my card is ****.

  Business Response

  Date: 05/02/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not maintain cardholder account data but serves as the technology ensuring payments are processed. Cardholder account data and billing information are maintained by the financial institution or bank at which the account was opened. Please have the consumer 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:04/28/2023

  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 hold a mastercard debit card and when I had an issue with a merchant I called to file a dispute. I completed the required paperwork and provided necessary evidence but my claim was denied. When I follow up I discover they supposedly didnt receive the evidence I submitted only the forms. I tried to resubmit reducing image size and re email 3 times. I also attempted to send to both their fax numbers. All of which they kept claiming to have never received. The only way they will reopen my claim is if I file a police report. Well they of all people should already know its considered a civil issue not a criminal issue and therefore I cannot file a police report (per the police ****** Now I see that they have decided to start charging my card .50 (balance inquiry fee) every time I call to see if they got my submission. SERIOUSLY?!! Obviously if Im calling daily about the merchant Im determined for action and now they are trying to bill me bc they cant seem to provide a resolution.Claim # ************

  Business Response

  Date: 04/28/2023

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

  Customer Answer

  Date: 05/01/2023

  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:

  There is no bank as the card is from the ** DEO (unemployment office) of which whom this claim was initiated. I called Mastercard for assistance only to discover it was them who denied my claim without analyzing my evidence , And advised I file a police report (which police will not take).

   

   

   

   

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

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

  Business Response

  Date: 05/16/2023

  As stated previously, Mastercard is unable to
  assist with cardholder disputes. This process is carried out by the issuing
  bank and we have no authority to change or override how they ruled. The
  consumer should contact the number on the back of the card and provide the dispute
  claim number mentioned previously to receive proper assistance.

  Customer Answer

  Date: 05/16/2023

  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:
  

  
  

  After having spoke with Master card on the telephone it has been determined that they were indeed working my dispute case as all of the email addresses and fax numbers to submit my forms and evidence goes to them rather then the FL DEO who I had been working with originally. Therefore Mastercard is lying. They do have the ability to investigate my claim but they chose to close the investigation before receiving my evidence. They now claim I cannot reopen the dispute that they prematurely closed without a police report. The police dept will not make a report for a civil matter. I will never purposefully get a Mastercard after this experience. There are plenty of options available here that Mastercard could be offering assistance but clearly chose not to. This is not rocket science. Apparently Mastercard doesn’t care about its customers or doing the right thing. VISA for the win now and forever.

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:04/10/2023

  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.

  Mastercard ran a promotion promising a $10 statement credit if you (a) registered your Mastercard for NY Restaurant Week and (b) spent $45 or more at a restaurant using your Mastercard during said Restaurant Week. You were allowed to do this up to three (3) times. The "terms and conditions" of the offer stated that the credits would be paid within ***** business days. I registered my Mastercard for Restaurant Week (see attachment evidencing this). I then visited *************************** on January 20 and January 21, 2023 using my Mastercard and spending the required amount. Despite phone calls and emails with Mastercard and promises from them I would be credited by now and that I was "on the list" to receive the credit, it is now 2.5 months later and I still do not see the credits and my recent inquiries have been ignored. I am requesting the two (2) $10 credits to be applied to my statement as soon as possible.

  Business Response

  Date: 04/17/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  We have checked with the promoter who advised that the consumers outstanding credits were issued on 4.7.23.

• Initial Complaint

  Date:04/03/2023

  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.

  On or around 3-31-23 I reached out Master Card International regarding a fraudulent charge in amount 200.usd after notifying this company they simply ingnored my complaint in transfer to *************** who than just simply hunged the phone up in my face

  Business Response

  Date: 04/03/2023

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

• Initial Complaint

  Date:03/31/2023

  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.

  Hi, On 2/13/23 I used the vanilla gift card for $25. at *********** Not thinking I would need the card anymore I properly discarded it. At a later date I had to return the merchandise to ********** and received credit on the gift card. I contacted ******* gift card and they said to supply them with the original receipt showing purchase on the card and they can help treating it as a lost or stolen card. So along with the receipt I also included the vanilla packaging and my drivers license. I received a confirmation email that said it may take 30 days (Feb 24 23 sent) I waited a month and emailed again.(3/30/23) I received a follow up email saying please send receipt, which I did and afterwards I followed up with a phone call. I called ************ and spoke to a ********. She would not give me a address for the business or even a city. She only said it was in Georgia. I beleive all the above is fraudulent business practices. A way to stall the customer, deceive the customer and hang up on the customer. So when I asked ******** am I getting a refund she said she could not answer that. I asked for a supervisor and she hung up on me.

  Business Response

  Date: 04/03/2023

  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. Please have the consumer contact ******* gift card for assistance.

• Initial Complaint

  Date:03/29/2023

  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.

  A mastercard "the perfect gift" card was purchased in 2021. We just found the gift and opened up the case and inside was a $ ***** gift card. Someone paid for this card and gave it to me as a gift. Unfortunately there is an expiry date of 01/21 on the card. When I attempted to contact the number on back of the card, the individual mentioned there was no balance and expired. It is impossible there was no balance, it was still in the package it was purchased in. The individual then hung up (extremely ignorant service). There should be no reason an expiry date should be on a gift card. Mastercard is responsible for providing these cards for sale and should honor them outside any expiry date. I will be contacting the better business bureau about this because I am assuming it is against the law to put an expiry date on a gift. And to have the service area lie direct to me is another thing.

  Business Response

  Date: 03/30/2023

  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. Please have the consumer 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.

  Customer Answer

  Date: 03/31/2023

  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 called the number on the back of the card and the individual indicated there was no balance even after I explained the card was never removed from its *****************.  To contact the financial institution is a bit difficult since the card does not provide one and I can only assume it was purchased at a retail store.

   

   

   

   

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

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

  Business Response

  Date: 04/11/2023

  As previously stated, Mastercard is unable to service the consumers request. The issuing financial institution is typically printed on the back of the card. The consumer may call the financial institution directly or contact the Mastercard Assistance Center for assistance with being connecting.

  Customer Answer

  Date: 04/11/2023

  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:03/29/2023

  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.

  Date of transaction ranging from October 2022 to January 2023. I live down stairs of ******************************************************************************. I shared apartment with a lady who live up stairs. Her name is ***************************. Some how she stole my ***** Master card and purchase over $ ****. 00 items from ****on. Clearly outline on the information I uploaded. When I contact the master card company they reimburse me the money. States they will contact ****** and conduct a proper investigation. After few week of investigation, they said its someone living in the same house that use my card. They held me responsible for all those purchase, charging my card $ ****. I told them I have my card with me all the time. I have no idea how she steal my card. Im not responsible for all that money. I need it back on my card.

  Business Response

  Date: 03/30/2023

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

  Customer Answer

  Date: 03/31/2023

  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:03/28/2023

  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.

  Purchase of gift card from Mastercard Gift Card of $250 in December. Error occurred during activation process which was then directed to call customer service number on back of card ***************). When calling to discuss matter and request a new card be issued, I was told that I must FAX to a number provided including: copy of card, receipt of card purchase , personal address, phone number, drivers license, etc. I was told after faxing, that processing would take 4-7 business days. Once processed I would issued a new card. After calling numerous time over the course of 3-4 weeks I was told that no information was received. I was denied every phone call to speak with a manager. I was told there was no alternative contact number or email address to resolve the matter. That I could continue faxing personal information until received and processed and that there was nothing further they can do. I have still not received a new card, or compensation.

  Business Response

  Date: 03/29/2023

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

  Customer Answer

  Date: 03/31/2023

  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]

   

   

   

   

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

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

  From: ************************* <************************************************************;
  

   

  Good Afternoon,
  
  I was directed to email in regards to my case if there was disagreement with response or need to pursue further. I have attached the business response. I am interested in pursuing this matter further due to the fact that the card was not purchased by a bank or financial institution. It was purchased from a retail store (******). In addition, the customer service number on the back of the card is the number I have contacted numerous times, and each time have been requested to fax my personal information listed in the complaint. I have been denied to speak to a manager, or given any alternate contact in order to resolve this matter.

  
   
  

  Business Response

  Date: 04/03/2023

  As previously stated, Mastercard does not maintain cardholder account data. We are only the technology provider licensing our ****************** to issuing and acquiring banks. As such, we are unable to assist with the consumers inquiry. The consumer should continue working with the card issuer who can be reached at the phone number provided on the back of the card.