Business Profile

Payment Processing Services

MasterCard International

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for MasterCard International's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

120 total complaints in the last 3 years.
40 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/02/2025
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 am writing to formally dispute a charge on my Mastercard account in the amount of $821.48 posted on April 23, 2025. The charge was for ticket passes that I attempted to purchase, but the transaction failed due to a system glitch, and I did not receive any goods or services.Despite multiple attempts to resolve this matter directly, including providing documentation and explaining the system error, the charge remains on my account. I have followed all appropriate procedures to file a dispute, yet I have been informed that Mastercard refuses to remove or reimburse the charge.This is unacceptable and in violation of the Fair Credit Billing Act (FCBA), which protects consumers from being held liable for goods and services not received.Merchant Name on statement: pass recur mxn ciudad de mex mxI am requesting the immediate removal of this charge from my account and reimbursement of the $821.48. I am also requesting written confirmation that the matter has been resolved.If I do not receive a satisfactory response within 15 days, I will escalate the matter by filing a complaint with the ************************************ (****) and/or my State Attorney Generals Office.Please consider this letter a formal notice of dispute.Sincerely ***** ******
Business Response
Date: 09/02/2025
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, 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.
Initial Complaint
Date:08/28/2025
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 August 15th my grandparents gifted me with a master card gift card for $500. The card was placed in my wallet until August 17th when I went to ********** with my wife to make a purchase, that day I spent $36.15 and returned home. On August 18th I went to **** store and when I proceeded to pay with the same gift card the cashier stated there was only .75 cents available on the card. On that same day, about 10 minutes after leaving the store I proceeded check the transactions and there was one for $463.10 made by a company called *********** in *******, ********, I then called Master card customer service number that appears behind the card *************) and submitted an unauthorized transaction claim. I waited for about a week and on August 26th I received an email denying my claim by an entity called Income payments. My expectation was and still is clearly to receive a refund since I live in ***** and the company address that used the funds is based in ********** even though it appears in ********.
Business Response
Date: 08/28/2025
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/card provider does. The consumer should follow up with ****** Payments regarding the transaction dispute. We have also escalated to ****** Payments internally for review.
Customer Answer
Date: 08/29/2025
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 rejected the dispute once again, even after providing proof of where the payment was made. This is robbery made from a company. Paid 500$, just for the 463 of those 500 be stolen, and nothing being done. This is absolutely ridiculous.

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

Sincerely,

****** ********

Business Response
Date: 09/02/2025
Mastercard is only able to assist by escalating to the card provider for review, which has already been done. We are unable to assist further.
Customer Answer
Date: 09/03/2025
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:

Because there's people have stolen money not just from me, but I'm sure they have stolen from plenty of others with no consequences. The simple fact that they can just deny the claim, and go on with their day is simply ridiculous. I will not stop till I receive some sort of action against these people.

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

Sincerely,

****** ********
Initial Complaint
Date:08/12/2025
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.
Master card guard was bought for $170 8/10 and used once and worked for around 20-30$. Then next day today 8/11 tried to use for another purchase and was declined. Tried to log in to check balance and it wasnt allowing me. Called to be able to get my card fixed and they said it wont work anymore they cant do anything but send a replacement in 7-9 businesses days! Unacceptable! I bought card to have funds NOW not maybe get them later
Business Response
Date: 08/13/2025
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 issue cards directly to consumers. We are only the technology provider licensing our processing network to issuing and acquiring banks, who in turn acquire cardholders and manage their accounts. The consumer should follow up with the card issuer for further assistance. Typically,there will be a phone number on the back of the card where they can contact customer service.
Initial Complaint
Date:08/11/2025
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 was given a $100 Mastercard gift card but when I tried to use it, Mastercard flagged the card and cannot remove it. They are too quick to flag as a problem when they have no way to remove it, which results in you being out money.
Business Response
Date: 08/11/2025
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 issue cards directly to consumers. 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 if the card is being declined. Typically, there will be a phone number on the back of the card where they can contact customer service.
Customer Answer
Date: 08/12/2025
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]
Hiding behind another company shouldn't absolve you from wrongful business practices.
I activated the card but when I went to use it the card was 'flagged' with an unmovable condition that rendered the card pointless.
This is a clear practice to prevent consumers from using the funds on their cards. This should be a class action complaint.

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

Sincerely,

***** ******

Business Response
Date: 08/13/2025
As previously stated,Mastercard is the technology provider licensing our processing network to issuing and acquiring banks. We do not have direct access to card accounts. If the card is being declined the consumer should contact the number on the back of the card for assistance from the card issuer.
Customer Answer
Date: 08/13/2025
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]

Again, I have but I remain at a loss of funds. Still Mastercard continues to engage in this predatory business as the facilitating partner.

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

Sincerely,

***** ******
Initial Complaint
Date:07/15/2025
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 paid a payment to ********************* Mastercard. I accidentally sent it to the incorrect PO Box. I have contacted *****, ****** Brothers Master card and was told there was nothing they could do. ***** recommended I contact BBB.
Business Response
Date: 07/17/2025
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. We are only the technology provider licensing our processing network to issuing and acquiring banks.

We are unable to assist with the consumers request. We recommend they contact ***** and request a stop payment on the check that was sent to the incorrect location.
Initial Complaint
Date:07/09/2025
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 received an electronic gift card in the amount of $500 on April 24, 2025. When I tried to add it to my electronic wallet via the instructions provided by Mastercard, the gift card was flagged for fraud. **************** told me that they could not re-instate the gift card nor send a new one, but required me to provide them my personal information in order to send me a refund check that was supposed to be mailed to me within 7-10 business days. I have been waiting for almost 3 months now, I have called over 7 times inquiring where my money is and each time they tell me to wait 7-10 more days. They have asked me for more personal information, such as copies of bills and my ID (which I declined to send) which seems like a scam and complete fraud. To this day I have not received my money, and am never able to speak to anyone who can actually help me. I believe this subset of Mastercard is stealing people's money and information. I have spoken to others that this exact scenario happened to, and they never received their money.
Business Response
Date: 07/14/2025
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 or initiate refunds on behalf of cardholders, only the issuing bank does. We are the technology provider licensing our processing network to issuing and acquiring banks.

The consumer needs to follow up with the issuing bank/card provider for assistance related to a gift card refund. We have requested card details from the consumer in the instance that they would like us to escalate to the bank/card provider on their behalf.
Customer Answer
Date: 07/14/2025
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 IS the bank/card provider and is the only one who can provide a refund, as their customer service members have repeatedly told me. Once again, I was given a Mastercard Gift Card that did not work. Mastercard said they would be refunding me via a check in the mail but I have not received a check after 3 months and multiple attempts. I have provided the case number that Mastercard gave me that lists the details about this. Here it is again: *********

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

Sincerely,

****** *******

Business Response
Date: 07/15/2025
Mastercard is not a bank or card provider. As previously stated, we are the technology provider licensing our processing network to issuing and acquiring banks.

The consumer provided us with the electronic gift card delivery email. The email indicates at the bottom (under the Terms and Conditions) that the card is issued by ******************We have escalated the complaint with our internal contacts with the bank for review and direct resolution.
Initial Complaint
Date:06/02/2025
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 bought a vanilla mastercard but it doesn't work when I try to make a purchase online except on some websites, I want them to fix this problem
Business Response
Date: 06/04/2025
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, 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.
Initial Complaint
Date:05/27/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a refund on 5/21/25 from Dollar general. I've attached the refund receipt. Everytime I call MasterCard they give me a different reason as to why my money isn't back on my card. They said 3 business days last week and told me that dollar general already sent them the money back. Just now they told me their was no refund then after I pressed the issue they 'saw it' but are saying 3 more business days. This is unacceptable and I think it's a scam because their is also an unknown purchase on my card for carry out in the amount of ***** eastern carryout I've never ordered from that place.
Business Response
Date: 05/27/2025
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 and is not the administrator of the consumers 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 with transaction details.Typically, there will be a phone number on the back of the card where they can contact customer support.
Customer Answer
Date: 06/04/2025
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]

They are absolutely responsible for crediting money baxk that was unauthorized. And because they are not proceeding forward with this situation its stuck and Im still without money.
They are my financial organization!
********

Regards,
**** ************
*
**************
**

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

Sincerely,

******** ****

Business Response
Date: 06/04/2025
Mastercard does not initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer needs to follow up with their financial institution (bank) and/or the merchant that submitted the refund (**************).

Additionally, the consumer has the option to submit a chargeback case with their bank if there are unrecognized transactions on the account.
Initial Complaint
Date:05/15/2025
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 have purchased 2 different Vanilla Prepaid Cards as I have purchased them numerous times in the past. They still advertise on the package about the ability to use them for online purchases; however, they have silently removed the ability to add a postal code to the cards making them very difficult to now actually use to shop online. One card is $250 another is $50. They still have the ability to add postal code as I have seen online some people have had success calling them and getting it added and also on their website the button and functionality still is leftover in the html and is just no longer displayed.
Business Response
Date: 05/15/2025
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. We serve as the technology ensuring payments are processed. The consumer should contact the card issuing bank for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service.
Initial Complaint
Date:05/12/2025
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.
100 gift card that had never been opened has a zero balance. Email back from company. They are claiming transactions 60 days or older. We made no transaction. We had never used the card.**** ********* ****** ** **** ******** **** ******* ********* *** *************** ******** ** ********* ** *** ***** *** ********** *** **** ***** ******* ************* *** ** ** ************ ** ** ** ***** **** ********************************************************************* ** *** *** ** **** ** ****** *** ** ********** *** ****** ** **** ********** *** ************** *** *** ********* *** ******* *** ************ ****** ***** **** ******** **** ** *** **** ****** ** ** ****** **** ******** ** ******* ** ******* *** ***** **** *** ******** ******* *** **** ******** ************ ** **** ***** ** *** ***** *** ********** ******** **** **** ***** ** *** ****** ** ****** **** ******* *** **** ** ******* **** ******* ** **** ***** ******** ** *** *** **** ** ****** *** ******** *** *** ****** **** ****** ******** **** *** ************ ******************** ******* ******** ****** ******************************* **** ***** ******* ***************
Business Response
Date: 05/13/2025
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 initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact the bank/gift card provider for any further assistance related to disputes.

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MasterCard International is NOT a BBB Accredited Business.