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:02/08/2023

  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.

  I am a teacher at Los Angeles Unified School District. On December 16, 2022, the parents from my classroom pitched in money and got me a very generous Mastercard gift card for $500. These are not wealthy individuals, just regular people who were really appreciative. I kept the card for a few weeks before registering it. Upon registeration, I learned that the card only had a few dollars remaining on it. I checked the transactions and the card was used twice at Home Depots in cities I do not live of work near. I contacted the room parent who purchased the card who contacted Mastercard. I decided to contact them as well. We were both connected with highly unprofessional individuals who gave conflicting information. I was told to wait for documents I would fill out and send in, and would then receive a new card which could be loaded with the correct amount. 3 weeks later I received a letter saying after the investigation they found that no error occurred and no correction would be made. I am livid by the lack of transparency and professionalism with Mastercard, as are the parents of my students. The letter stated I could request documents used during the investigation yet the rep I spoke to acted surprised when I asked.the card was also used BEFORE I registered the card! When I brought this up the rep said, ya I noticed that too thats strange. I do not believe any investigation took place. My room parents will also be filing complaints if this is not rectified. Claim number: ****** Card ID: **********

  Business Response

  Date: 02/09/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not maintain cardholder account data but serves as the technology ensuring payments are processed. Cardholder accounts are maintained by the financial institution or bank through which they were issued.Please have the consumer contact US Bank, the card issuer in this instance, for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service.

• Initial Complaint

  Date:02/07/2023

  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]

   There is not a issue with my bank is a issue with the bank of mastercard. They are the ones that have made a decision against my PayPal account. 

   

   

   

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

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

  Business Response

  Date: 02/08/2023

  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 her bank for assistance with the dispute.

• Initial Complaint

  Date:01/17/2023

  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:

  This is nonsense -- this is a ******** Mastercard and I called the number on the card and it is that group I have the complaint -- this is a confusing and inadequate reply. 

  Who then should receive the BBB complaint?   Send contact info not generic unhelpful responses. 

  Both ******** and Mastercard are at fault here and need to resolve this totally frustrating, poor experience -- I am sure there are millions of similar bad customer service experiences and I have had several myself with agents asking endless security questions and NOT resolving the problem.
  

   Sincerely,

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

  Business Response

  Date: 01/17/2023

  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 processing network to issuing and acquiring banks, who in turn acquire cardholders and manage their accounts.
  
  We have forwarded the consumers complaint to our internal contacts with the issuing bank who will reach out directly to resolve.

  Business Response

  Date: 01/18/2023

  The number on the back of the card typically takes the consumer to customer service of the card issuer, in this case ********. As stated previously, we have already escalated the complaint to ******** who will be reaching out to the consumer to resolve.

• Initial Complaint

  Date:01/12/2023

  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]

   

  As I stated in my original message, I have done my due diligence and reached out to the business. The number they provided me to do so is **************, along with the case number ********. When I was on the phone, the agent I spoke with feigned a connection issue to end the call with me without giving me any chances to explain my case. I am reaching out to the business through BBB because this is an unfair practice in which they are passive-aggressively refusing my case via their official support channels.
  

   

   

   

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

  
  Sincerely,
  
  *******************
  
  
  
  
   
  ecipient. My friend has made it clear to me that they do not want the card anymore and I have already worked with them to find an alternative gift. I do not have a claim to this card because it was a gift; it is unethical. Please help me get a refund for this card.

  Business Response

  Date: 01/13/2023

  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 or initiate refunds on behalf of cardholders, only the gift card program manager/issuing bank does. The consumer should contact the number on the back of the card, or the number listed on the website where the card was purchased to speak with an issuer representative for assistance.

  Business Response

  Date: 01/18/2023

  ************** is not a number associated with Mastercard, this is Vanilla Gift Card customer support. The consumer needs to continue speaking with the card program manager (Vanilla) for a resolution, Mastercard is unable to assist with the refund request.

• Initial Complaint

  Date:01/09/2023

  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.

  Date: 01/07/2023 Available credit $4059 Amount owed: negative $5055 As of 01/08/2023 available credit is $0.0 As of 01/08/2023 balance is negative $5055 Two payments of $9100 and $9200 were put on hold for 9 business days.Capital One ************************************** **************

  Business Response

  Date: 01/09/2023

  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 processing network to issuing and acquiring banks, who in turn acquire cardholders and manage their accounts.
  
  Please have the consumer contact *********** for assistance with the hold on the card.

• Initial Complaint

  Date:01/05/2023

  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.

  I purchased a gift card for $100 on Dec 24, 2022 as a gift for my son. A few days later, by son and husband tried to use the card to purchase sneakers. They were unable to complete the transaction so I called Mastercard to find out what I needed to do to activate the card, since I thought that was the issue. I was told that the card was compromised before I purchased the card. I tried to get a supervisor on the phone since I could not understand how I could be sold a compromised card. The rep ended the call. I called back a few days later and spoke with ***** who provided more information. She advised that the card was compromised in October. I purchased the card in December. Again, how is it that I was able to purchase a card that I am not able to use. I would like my money back. I was told I have to send my drivers license, receipt along with other information and they will replace the card. However, I am completely uncomfortable sending my drivers license. I have no problem sending my receipt. Lastly, they do not have an email to send this information to. They was me to fax, which I do not have fax capabilities, this is another inconvenience. So at this time I am out $200. I could not let this affect my son since it was a Christmas gift. ** I am providing BBB with the information they are requesting **

  Business Response

  Date: 01/09/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not maintain cardholder account data but serves as the technology ensuring payments are processed. Cardholder accounts are maintained by the financial institution or bank through which they were issued.Please have the consumer contact the financial institution or bank that issued the gift card for assistance (US Bank in this case). Typically, there will be a phone number on the back of the card where they can contact customer service.

• Initial Complaint

  Date:01/05/2023

  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.

  purchases several gift cards at christmas. cannot set up online access for this gift card because it says the security number is incorrect. It is not. I spoke with customer service several times and they continues to send me through to the automated service to set up online access, despite me telling them it would not work. I finally got someone to understand the problem and she claimed they would mail me paperwork to get a new card. That was 12/24. I still have not received any paperwork or email.

  Business Response

  Date: 01/09/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not maintain cardholder account data but serves as the technology ensuring payments are processed. Cardholder accounts are maintained by the financial institution or bank through which they were issued.Please have the consumer contact the financial institution or bank that issued the gift cards for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service.