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

• 

  Pearl Card Gold Mastercard

  P.O. Box 23065 Columbus, GA 31902

• 

  MasterCard Canada

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

• 

  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:05/15/2025

  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.

  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,

  **** *****

  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.

  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.

  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,
  
  **** *****
  
  
  
  
   
  ure 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: 05/08/2025

  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.

  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,
  
  ******** *****
  
  
  
  
   
  hat 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. 

  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.

  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,
  
  **** ******
  
  
  
  
   
  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. 

  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. 

• Initial Complaint

  Date:04/07/2025

  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.

  Hi, I am filing a complaint against Shop Your Way Mstercard for not honoring their promotional offer. They offer to reward their customer ******* bonus points after spending $1500 OR MORE WITHIN 11/01/2024 AND 12/1/2034. I JUST DID THAT AND SO FAR THEY HAVEN'T PAID **** have called them several time they just gave me the runaround.

  Business Response

  Date: 04/10/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Mastercard is a technology company that operates the Mastercard payment network and does not maintain cardholder account information. The Shop Your Way card and program are managed by the consumers issuing bank (********). We have escalated the complaint to ******** for review and direct resolution with the consumer. 

• Initial Complaint

  Date:03/04/2025

  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.

  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 business is putting the blame on citi card but citi blames master card . It's just a bunch of excuses from both parties. Nothing has been done .

   

   

   

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

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

  Business Response

  Date: 03/12/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Regarding disputes,Mastercard only provides rules to financial institutions to assist in the dispute filing process. Financial institutions make the final decision based on the information provided and review of the chargeback rules, not Mastercard. These rules do not allow Mastercard to force any issuing financial institutions to accept or reject disputes on behalf of their cardholders nor to influence the card issuers decision.
  
  We have escalated the consumers complaint with ******** for review of the dispute. 
  

  Business Response

  Date: 03/13/2025

  Mastercard does not maintain cardholder account data,initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. As previously stated, we have escalated the consumers complaint with ******** for review and direct resolution.

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Titanium Plus Mastercard, loaded it up with funds went home and found out that ****** and ************* doesn't accept the card after several attempts with different computers and internet connections. I went back to the store and asked for a replacement. The clerk explained to me that I require to have a personalized card to access ************* and to add it to *******When I first got the card, that was never explained to me. Now the company expects me to pay an additional $5.00 for a personalized card.

  Business Response

  Date: 03/12/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard is not the administrator of the card or financial account. We are the technology provider licensing our processing network to issuing and acquiring banks. The consumer should contact the financial institution or bank where the card was issued for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service.