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

• 

  Finicity

  434 W Ascension Way Ste 200 Murray, UT 84123

• 

  MasterCard Canada

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

• 

  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:02/26/2025

  Type:Billing 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.

  At this time, I have been contacted directly by MasterCard regarding complaint ID ********, however my complaint has NOT been resolved because:

  [MasterCard contacted me on 2/27/25. But I dont think it was because of my BBB complaint. I had been in correspondence with them previous to the complaint. Nevertheless, I was told by a supervisor ****, that I will be receiving all of my owed credits dating back to October 2024. And going forward would be receiving my regular monthly credits Per their promotion. However, I only received 2 of the 5 owed back credits promised. And have not received a current credit for March. So all of my issues still persist!  ]

   

   

   

   

   

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

  Sincerely,

  ***** *****

  tercard again, & supervisor ***** said escalations team was still working on it.-2/26/25: **** called, now claiming I was not eligible (false). Because its only for new customers. I then read her from ********************* own ****************** (iv) are not currently a Peacock Premium or Peacock Premium Plus subscriber. Which I was not! Asked for her supervisor. Was transferred to Op Manager **** I detailed the timeline, highlighting ********************* of accountability. *** suggested sending another message to the escalation team. I refused, citing the delay, & asked for his supervisor's contact info. He provided **** email, saying she's a Sr. *** Manager.Issues:-Mastercard's failure to provide promised statement credits -Inconsistent & inaccurate information from Mastercard representatives -Lack of accountability & follow-through Request:-Reimburse me for past statement credits -Fix the issue to ensure future statement credits -Provide clear explanation for errors & delays

  Business Response

  Date: 03/27/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  We have submitted a request to process credits for October, November, and December to close this out. The cardholder will receive these, in addition to already having received credits for these months from *******.
  
  The March rebate has not yet processed. 

  Business Response

  Date: 04/04/2025

  The consumer has now received all applicable credits. 

  Customer Answer

  Date: 04/07/2025

  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,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:02/25/2025

  Type:Order 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 now being charged a "Monthly Statement Fee" which were not the terms and never agreed to when I opened this account 1+ years ago so want to CANCEL & CLOSEOUT my account.I instructed ********************** **** SYNCHORONY to CANCEL & CLOSEOUT my account and send me my $$$ overpayment. Thank you,******* ******

  Business Response

  Date: 02/26/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

  
  Mastercard is not the administrator of the consumers account and does not charge fees to cardholder accounts. We are the technology provider licensing our processing network to issuing and acquiring banks, who in turn, acquire cardholders and manage their accounts. The consumer should speak with ******************* for assistance with any fees that appear on the account. 

  
  

• Initial Complaint

  Date:02/21/2025

  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:

  It does not appear that MasterCard has taken any responsibility, and have just forwarded it to someone else. Unless the other party resolves this in full, because it is a MasterCard-branded gift card, I believe they should make it right. I will await the "new party's" response, but reserve the right to continue the complaint if they deal with it like they have my attempts to resolve the issue to date.

   

   

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

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  he time to keep going, so they get to keep the funds left (or MasterCard does).

  Business Response

  Date: 02/24/2025

  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 and is not the administrator of the consumers gift card. We are the technology provider licensing our processing network to issuing and acquiring banks.
  
  We have escalated the case with the gift card service provider (InComm Payments) for direct resolution of the complaint. 

  Business Response

  Date: 03/04/2025

  We will raise the issue with ****** Payments once again. The consumer needs to continue working with ******. As previously stated, Mastercard is the technology provider licensing our processing network to issuing and acquiring banks. We are not the administrator of the card and are not able to send a replacement card to the consumer, this needs to be done by InComm. 

  Customer Answer

  Date: 03/04/2025

  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]

   While MasterCard says the company that licenses their technology is fully responsible, I believe that MasterCard's license agreement with the licensee likely says they cannot do anything that causes harm to MasterCard. I believe that they have and continue to harm MasterCard's brand by their lack of response and run around. I requested a response from the company AGAIN today, but they have yet to respond. I don't think MasterCard can say my complaint is resolved until their licensee takes steps to rectify the problem, which would be sending me a new gift card for the balance remaining on the original card. Once they do that, I will consider the issue resolved, but not until then.

   

   

   

   

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

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

• Initial Complaint

  Date:02/12/2025

  Type:Product 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 have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have contacted them multiple times and to no resolve 

   

   

   

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

  
  Sincerely,
  
  ********* *****
  
  
  
  
   
  gift card replacement. Oh

  Business Response

  Date: 02/12/2025

  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, maintain cardholder account data, or initiate refunds. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should follow up with the issuing bank/gift card provider for assistance with a replacement card. Typically, there will be a phone number on the back of the card where they can contact customer support.

  Business Response

  Date: 02/13/2025

  We have escalated the consumer's case to the gift card provider (InComm Payments) for review and direct resolution. 

  Customer Answer

  Date: 02/13/2025

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

• Initial Complaint

  Date:02/11/2025

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

  Business Response

  Date: 02/11/2025

  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. The consumer should contact the financial institution or bank that issued the gift card for assistance.Typically, there will be a phone number on the back of the card where they can contact customer support. 

• Initial Complaint

  Date:02/06/2025

  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'm owed $150 by the Mastercard Circles of Influence survey panel! I dedicated over a year of my time and my valuable opinions to the panel and then they decided to just up and close without allowing me to withdraw the last of my earnings! Upon contacting panel support they kept promising a resolution to withdraw my final funds, but, was finally told there was no resolution and I'm beat out of the money! I'm upset to discover that Mastercard is an extremely dishonest and unreliable company!

  Business Response

  Date: 02/11/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  We have escalated the complaint to the panel provider for investigation and direct resolution with the consumer. 

• Initial Complaint

  Date:02/05/2025

  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.

  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's response "The maximum benefit amount for Trip Cancellation is $1,500 per Covered Trip ... and ... neither the Mastercard call center, nor the insurance service provider advised the consumer that both cards were covered for the same trip." is indicative of their approach of using confusing legalistic language to mislead the customers. I never claimed that their **** advised us that both cards were covered; I complained that the **** never advised us that our two cards should or could be used separately for our individual trips. They are taking advantage of people, particularly, older people like us, to refuse the coverage.

   

   

   

   

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

  
  Sincerely,
  
  ***** *******
  
  
  
  
   
  or to the trip, no one mentioned using two cards to make the payment and suggested reviewing the recording of my conversations with their representatives and asked for her supervisor. She replied that the supervisor was not available and there was nothing she could do. I asked for a written response, but she said she was not authorized to do it. Over the next several weeks I called MasterCard multiple times, spent countless hours on the phone, was transferred from place to place, talked to dozens of representatives, but to no avail. It looked like their representatives were instructed to wear out customers by making them spend hours on the phone, bouncing them from place to place without providing anything in writing. I am 78, my wife is 77, we live on fixed pensions, and $1500 is a sizable amount of money for us. Its not fair for an insurance company to take advantage of people like us by giving us misleading information about the coverage and then refusing to pay the claim.

  Business Response

  Date: 02/18/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  The claim was adjudicated correctly per the policy language.
  
  Coverage limitation: The maximum benefit amount for Trip Cancellation is $1,500 per Covered Trip and $5,000 per Eligible Account per twelve (12)
  consecutive month period.
  
  We have reviewed the calls and neither the Mastercard call center, nor the insurance service provider advised the consumer that both cards were covered for the same trip. 

  Business Response

  Date: 02/26/2025

  As previously stated, the claim was correctly adjudicated per the policy language. The policy limits $1,500 per covered trip, not per insured. 

• Initial Complaint

  Date:02/05/2025

  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.

  Hello my name is ***** ***** I made a $1500.00 payment on Dec 24/2024. And for some reason they can not find my payment my credit limit is $1500.00, I have been in contact but they seem to just have been giving me the run around. There collections depart keep on calling me even though i have told them I made a payment. I was wondering if there is anyway you could help because now they are treating to put this against my credit. They say that I have not made a payment and I did. I even gave them my receipt showing it was paid. I just keep getting the run around so please help.

  Business Response

  Date: 02/06/2025

  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 and billing data. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should follow up with the issuing bank for billing assistance. Typically, there will be a phone number on the back of the card where they can contact customer support.

• Initial Complaint

  Date:01/31/2025

  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 have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   As of just Friday February 7th 2024 via email, the issuing bank Aspiration is still claiming not to have control of the **** I will attach the email below for you to see. This is more conflicting and contradicting information between these two business partners. 

   

   

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

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  this is more dishonesty on top of the lies I was told on the phone by their lost and stolen department. It seems as though this is their standard of how they treat card holders. If you call you wont get any help, you will be lied to, and forced to talk to the lost and stolen department no matter your issue.

  Business Response

  Date: 02/06/2025

  The issuing bank advised us that they are unaware of the process for opting their cardholder out of Automatic Billing Updater. Our team has provided them documentation on how to complete this, and requested they assist the consumer urgently. As previously stated, Mastercard is not able to opt the consumer out of Automatic Billing Updater, this needs to be completed by the issuing bank.
  
  We have searched multiple times using the consumers name, email and phone number, none of the calls mentioned are found in our system log. 

  Customer Answer

  Date: 02/12/2025

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

• Initial Complaint

  Date:01/24/2025

  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 this gift card from my mother in law. I used all but $0.23. When I made another purchase it was declined. Now they are saying that the card is on hold because I tried to use it too many times and so its showing up as compromised. When I call they claim they cannot issue a new one or reactivate, or mail a check to give me my money. They are deliberately stealing pennies from people that use these gift cards, and are probably making millions a year off of this scam.

  Business Response

  Date: 01/27/2025

  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 behalf of cardholders, only the issuing bank/card provider does. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should follow up with the gift card provider for assistance with the declining card. Typically,there will be a phone number on the back of the card where they can contact customer support.