Complaints

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

close

Find a Location

MasterCard International has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  MasterCard

  2000 Purchase St Purchase, NY 10577-2405

• 

  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

• 

  MasterCard Canada

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

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: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.

  My wife and I had tickets to fly Business Class from **** to ******. I paid for the bookings with my MasterCard. As the flight date approached, my wife and I came down with severe Covid 19 symptoms. On June 14, we both tested positive for Covid-19, forcing me to cancel flight and rebook to return to ****** on July 6, 2022. On June 22, 2022, my wife came down with a bacteria called clostridium difficile and hospitalized on June 23. Under the advice of the hospital physician, I canceled the July 6 flight and rebooked. My wife had a recurrence and was hospitalized again. I put in a claim for reimbursement from MasterCard (Case N. *********) and submitted complete documentation as instructed by MasterCard. However, MasterCard keeps asking me for documentation showing that I paid for the changes and did not receive any refunds, even though I provided the statements showing the extra charges that I paid and a letter from Expedia stating that I did not receive a refund. MasterCard keeps asking information that I have already provided and has stalled the procedure, in violation of its advertised trip insurance policy.

  Business Response

  Date: 01/11/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  We have spoken with the insurance provider who advised that the claim was accepted and settled on 1.9.23. A settlement letter was mailed to the consumer on the same day.

• Initial Complaint

  Date:01/03/2023

  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.

  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 has not reached out to me to obtain details of the purchase. 

   

   

   

   

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

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

  Business Response

  Date: 01/11/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  The card program manager (Incomm Payments) has advised us they have reached out to the consumer to obtain the gift card information for investigation. Please have the consumer respond with the details requested.

  Customer Answer

  Date: 01/17/2023

  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:

  [Your Answer Here]

   

   I have not received a communication from this business at the provided email address. 

   

   

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

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

  Business Response

  Date: 01/23/2023

  I am writing on behalf of Mastercard regarding BBB case #********. I am trying to upload the email that was sent to the consumer but it is being blocked by our security protocols. I have requested access to be able to attach files to our BBB responses. In the meantime, I wanted to forward you the emails that were sent to the consumer as proof that the card manager (Incomm Payments) has indeed tried to reach out and has not received a response.

   

  Please advise if anything further is needed at this time. Incomm is unable to investigate the case without the details they are requesting from the consumer.

  
  

• Initial Complaint

  Date:12/27/2022

  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.

  Purchased a Mastercard gift card from Kroger on Dec 23, 2022, @ 12:50 pm, with a value of 300 dollars, plus an activation fee. After purchasing the card, I went to Dilliars for a Christmas gift. Upon purchase, the cards didn't go through. (Cards= two master cards gift cards, one purchased a while ago and another purchased Dec 23.) I called the number on the back of both cards with an explanation that the cards had prevision been used on Nov 23, ****. They always asked me for personal information that didn't seem right. When following the instructions on the card to go online and register, it could not locate the respective card. (this goes for the second card as well)I called Kroger next to see if I could get a refund, and they told me everything was good on their end, so I would have to contact the card vendor. (Kroger Case Number: ********) Upon further review and after multiple calls with the master card, everything was playing out like a scam; even the caller ID reported it as a scam. I have attached multiple photos to aid with the case. I am seeking a refund for both cards and an evaluation with an actual Master Card employee from *****************. (Not no third-party company)

  Business Response

  Date: 12/27/2022

  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 issuing bank does. The consumer should contact the bank (US Bank) for assistance. He may also contact the card program manager for assistance using the number found on the back of the card.

• Initial Complaint

  Date:12/27/2022

  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 received a settlement agreement from ************ Services offering to settle my account for 55% of the total balance due. I made a payment of just over $1200 back in September to clear my balance. As of this date, the remaining 45% of the account balance is still showing. To add insult to injury, I just received another settlement offer via email from this joke of a company for 80% of the remaining balance.I have contacted them several times, and have been blown off several times. I am constantly told, "This is a process, it can take a month." This has gone on multiple times. Today, I was transferred to two different people before I was hung up on.I am asking that this get resolved so I can close my account with this "business" and stop being made to look like a fool. The Collections number is ************.

  Business Response

  Date: 12/27/2022

  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 at which they were opened.Please have the consumer contact the ************ Services for assistance.Typically, there will be a phone number on the back of the card where they can contact customer service.

• Initial Complaint

  Date:11/28/2022

  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.

  Deceptive business practices. Promotional rate was changed without notice. On 2/25/22 I was given a promotional rate of ****% on purchases made until 10/1/22. As of the statement received on 11/27/22 the interest rate on all purchases has increased to *****%. The promotion made it seem as if all purchases made during that period would continue to be ****% on all purchases made during that time. When I called ***************) I spoke with ****** (#*****). She was unable to help. I would like to be refunded the interest charged over the amount of ****% on all purchases made during that time. Any questions by either party please feel free to contact me.

  Business Response

  Date: 11/28/2022

  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 at which they were 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:11/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********* **
  
  
  
   
  
  cords in the complaint regarding how I use my card to pay my bill, the police reports and the further different locations showing up in my stolen phone. I seriously consider Mastercard company has false advertisement for their insurance policy and will consider for a law suit for it.

  Business Response

  Date: 11/29/2022

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  We have spoken with the service provider who advised that the consumer provided additional details and supporting documentation. The service provider will be reopening the claim and providing coverage.