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

164 total complaints in the last 3 years.
58 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: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.
Initial Complaint
Date:05/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Respected ********** Master Card must know, accept, admit, and understand that a person who holds a CASH RECEIPT, CARDS FRONT SIDE PHOTO, CARDS BACK SIDEPHOTO THEN WILL BE TREATED LIKE THE CARDOWNER. Master Card fraudulently creates chargebacks from some residential scammers. If a prepaid gift card was purchased with cash and it was used by a person to purchase goods or services from a business then how can another person come with the same card and claim that card belongs to him? Master Card have a brain or not? If it's a bank's debit card or credit card then the owner's name is printed on his card. Here he can claim the ownership of his debit or credit card. But in a prepaid gift card scenario which was purchased with hard cash, the terms are quite the opposite. A person who uses his gift card for the first time with a cash receipt then he will be treated as the card owner. There should not be any secondary owner for the same Master Card gift card that any person can claim. However, Master Card has created some unrealistic policies that have been supporting scammers, fraudsters, and dishonest people to misuse their gift cards to gain money fraudulently by creating false chargebacks. If this kind of useless rule is set by Master Card, then honest businesses like ours cant survive in the market. I submitted all the requested card ownership documents to challenge the chargeback case but Master Card rejected them. This is not acceptable at all. I attached the chargeback case document here which was received from Master Card. Please ask them to reject the chargeback case as the charge is valid and legitimate. Kindly ask them to refund my money immediately which they took from my bank account. Please do the needful to get me justice. Thank you.
Customer Answer
Date: 05/08/2025
Dear ****************** uploaded the documents in this case were the evidence that I am the owner of my Master Card Gift Card.
My prepaid gift cards' ending four digits are **** and its value is 200$.
An unknown fake person created a false chargeback about my 200$ prepaid gift card with Master Card Company. I have got all the evidence that the card belongs to me. It was purchased with hard cash. I have the cash receipt and physical card with me. No secondary person can't claim an ownership for the same prepaid gift card because it was purchased with cash. There is no documentary proof which can certify that the card belongs to another person. I hope the above facts cleared your doubts. Now it's Master Card's duty to deny any such false chargebacks created by these unknown scammers and fraudsters because the gift card was purchased with a cash receipt. I purchased goods from a business with this card recently and the purchase was legitimate. But Master Card claims that the prepaid gift card does not belong to me. Kindly ask Master Card company to reject the chargeback raised by that scammer and refund my money 200$ to my bank account immediately.
Please do the needful soon.
Thank you.
Sincere Regards,
**** *****
Business Response
Date: 05/08/2025
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Mastercard does not initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact their bank for assistance with any dispute related concerns. Typically, there will be a phone number on the back of the card where they can contact customer service for the issuing bank.
Customer Answer
Date: 05/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I can't accept your irrelevant and careless response here because the chargeback was created by Master Card only.
Now you have to contact the bank and ask them for the refund immediately.

Thank you.

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

Sincerely,

**** *****

Business Response
Date: 05/14/2025
Mastercard does not create chargebacks. As previously stated, charges backs are filed by banks/financial institutions. Additionally,the attachment provided did not come from Mastercard, it appears to be from *************************. The consumer should reach out to Heartland for assistance or their acquiring bank/processor if they are a merchant.
Initial Complaint
Date:05/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/31 a matercard gift valued at $500 was attempted to be used online. The purchase failed but no reason was given. I went online and it said must call customer service or something every similar. I did and they were foreigners and difficult to understand. They ultimately said the charge was flagged as fraud. I explained that the charge was legitimate and to unfreeze the amount. They said they could not and would mail a new card. The card never arrived and my wife followed up. She has received a non stop email runaround and after sending my identification and her identification they have ultimately refused to send a replacement card. They are now holding OUR $500 improperly. They nature of gift cards is anonymous yet they, after received more than enough of our information are refusing to refund the $500. Today is 5/2/25 and IF they believe they are preventing fraud we have provided more than enough information about ourselves. While harassing a legitimate customer I assure you thousands have committed fraud against them yet they choose to harass us? They want a receipt of purchase which we dont have? All while this is occurring we are out $500 while a multi billion dollar company continues its harassment campaign! I have the card in my possession there has been plenty of time for a victim to complain (assuming they think I am defrauding someone) and they have my info and my wifes info? What more can we possibly do while they hold our $500s hostage??? They can even refund it to the ORIGINAL purchase method (which they refuse to do).
Business Response
Date: 05/05/2025
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Mastercard does not maintain card account data or initiate refunds on behalf of cardholders, only the issuing bank/gift card provider does. We serve as the technology ensuring payments are processed. We recommend the consumer escalate their case with the issuing bank/gift card provider for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service.
Customer Answer
Date: 05/05/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

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

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

Sincerely,

**** *****

Customer Answer
Date: 05/08/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

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

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

Sincerely,

**** *****

Business Response
Date: 05/14/2025
The gift card provider will reach out to the consumer directly. Mastercard is only able to pass the complaint to them for handling,which has already been done.
Initial Complaint
Date:04/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
filed dispute with master card on March 19, 2025 *********************************************************** ________________________________Here is your Case Number: ******** We are tracking your inquiry and a representative will be in touch with you shortly.We aim to respond to your request within 4 business days.Please remember to keep the Case Number in the subject line of all email correspondence to ensure your issue is tracked. Please also refrain from editing the subject ******* view updates on the status of your Case, please visit Support on Mastercard Connect.For more information, please reference the following documents found in the Publications application on Mastercard Connect:For chargeback processing rules, please see the Chargeback Guide Please review the MasterCom topic for MasterCom guides and tutorial videos For Dispute training and additional resources, please select your region below:the dispute is over false advertising and fraud of $4019.00 for hotel reservation that was not honored master card did not get back to me until i had to find out myself, then i filed another dispute over same subject, they have not got back to me.the dispute is against Algotels, see attachment .
Business Response
Date: 04/29/2025
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Please be advised that Mastercard does not maintain cardholder account data, initiate refunds, or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact her bank for assistance with filing a dispute.
Customer Answer
Date: 04/30/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I contacted BMO ****** BC the first week of feb. ****************************************** march 2025 as well as sending a text march 27, 2025
They stated i had to deal with master card????
i would like to file complaint with Algotels as well

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

Sincerely,

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

Business Response
Date: 05/05/2025
The bank was incorrect to refer the consumer to Mastercard for filing a dispute. As previously stated, the dispute process is completed by the issuing bank. The consumer needs to contact *** to file the dispute. Mastercard is not able to do this on their behalf.
Customer Answer
Date: 05/06/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
i have a master card card
you have a site for master card disputes, i have a dispute

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

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

Sincerely,

******** *****
Initial Complaint
Date:04/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a mastercard gift card around Christmas time. I went to use it today and it did not work. It was still in the packaging just before I attempted to use it. The packaging was in no way damaged or visibly tampered with.I called mastercard customer service and was told that the card was purchased in early december and used at a target in a different county in early January. Additionally, I was told it was swiped at that target to make the purchase.This could not have possibly been me. First of all, I just removed the card from the packaging today. Also, I was not in the country at that time. Finally, I have never shopped at this target.I was displeased with the customer service experience. I was connected with someone who spoke very poor english and continued to tell me i used the card despite hearing my story. It was also very difficult relaying basic numbers and letters to make sure the complaint with mastercard would have the accurate information. Finally, he asked me to go to the purchaser of the card. What good does that do? We know the card was purchased since it once had funds. It is not reasonable or acceptable to ask the recipient of a gift to go complain to the giver that it doesnt work. The card was in fact purchased. What could the purchaser do at that point? Mastercard sees where the issue is, and needs to do a better job of protecting cards from theft. Mastercard charges buyers five dollars in addition to the fifty for the card. This company should have better theft and fraud control for this level of upcharge. This has been a waste of time. If not resolved appropriately, I will be filing a report with the *** given that the purchaser of this gift card and myself were defrauded of the amount. I will also file a police report and contact the California attorney general.I would like a replacement card for $50, which was the value of the card.
Business Response
Date: 04/08/2025
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Mastercard does not issue cards directly to consumers and is not the administrator of the gift card account. We are the technology provider licensing our processing network to issuing and acquiring banks.

We have escalated the consumers concern to the gift card servicing provider (****** Payments) for review and direct resolution of the complaint. A representative will be reaching out to the consumer to assist.
Customer Answer
Date: 04/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: no action or resolution has been provided.

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

Sincerely,

**** ******

Business Response
Date: 04/10/2025
Mastercard is unable to resolve beyond escalating the case to InComm Payments for review and assistance, which has already been done. The consumer will need to speak with ******. A representative will reach out to the consumer for direct resolution.

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MasterCard International is NOT a BBB Accredited Business.