Complaints

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

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• 

  MasterCard

  2000 Purchase St Purchase, NY 10577-2405

• 

  MasterCard Canada

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

• 

  Finicity

  434 W Ascension Way Ste 200 Murray, UT 84123

• 

  MasterCard International

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

• 

  Pearl Card Gold Mastercard

  P.O. Box 23065 Columbus, GA 31902

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:06/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  [Your Answer Here]

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

   

   

   

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

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

  Business Response

  Date: 06/14/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not maintain cardholder account and transaction data, initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should continue to work with **** for an alternate refund method. They also have the option to file a dispute with the issuing bank. 

  Business Response

  Date: 06/20/2023

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

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  [Your Answer Here]

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

   

   

   

   

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

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

  Business Response

  Date: 06/07/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not maintain cardholder account data. We are only the technology provider licensing our ****************** to issuing and acquiring banks, who in turn issue cards and acquire cardholders. The consumer needs to connect to the number mentioned in the complaint so that a banking representative can review the card transaction details.

  Business Response

  Date: 06/14/2023

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

• 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.

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

• 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.

  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,
  
  *****************
  
  
  
  
   
  

  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. 

• 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.

  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: 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. 

  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.