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 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:01/16/2024

  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:

  I have repeatedly contacted Apple Card and ******* ***** **************** about this issue. ******* ***** has repeatedly told me that this is a Mastercard issue. They have, on multiple occasions, stated directly that they do not have the ability to block a merchant or remove them from automatic payment updates, and that I should contact Mastercard directly, as it is Mastercard that holds this power as the network provider, since the merchant that is committing fraud is using Mastercard's network to receive those updates.

    Sincerely,

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

  Business Response

  Date: 01/24/2024

  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. The consumer should contact ******* ***** for assistance with disabling Automatic Billing Updater on the account. 

  Business Response

  Date: 01/25/2024

  We regret to hear that the consumer has been misinformed by the bank. Automatic Billing Updater is a service Mastercard offers to issuing banks which can be utilized by their cardholders. However, only the issuing bank (in this case ******* *****) can enable or disable this feature on the account. We have escalated the consumers complaint to our internal contacts with ******* ***** who will reach out directly to assist. 

• Initial Complaint

  Date:01/12/2024

  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.

  Mastercard Corporation has suspended the online account along with the card and it was unfortunate to checkout groceries or clean drinking filtered water. This was very frustrating along with PTSD and not having the proper resources to resolve the issue well before the financial service confirmed an refund that will take an very long amount of wait compared to what was available turned into an nightmare or disasters with chronic disabilities very discriminative.

  Business Response

  Date: 01/23/2024

  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:01/10/2024

  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.

  This is a notice to file a statement of claim against your company due to reinsertion of an account that was previously deleted. I sent your company a letter disputing the following account FEB DESTINY ************ , where you stated that the item had been deleted; was not reporting; no longer existed. After reviewing my credit report again, I have noticed that the item has been reinserted. It is my understanding that a deleted item cannot be reinserted unless the original providers of the information have verified that it was being reported correctly. This is not the case because this account was closed last in October. You are now reporting that this account was late in November when this account was closed. The account that your reinserted also has a different balance and date of last activity being reported. How is this so? I am requesting all documentation proving the certification of accuracy. The Fair Credit Reporting Act also states that if for any reason a deleted item is reinserted into the credit file, the credit bureau is to notify the consumer in writing within 5 days of reinsertion. I do not recall receiving such notification; therefore you violated the ***** Lastly, the outstanding balance you allege being owed to your company seems significantly higher than any balance I had with your company. I am willing to give you more time to furnish this information to me before I pursue suing against your company for the above mentioned FCRA violation. Please forward the name, address, and telephone number if available of the furnishers of the information confirming its accuracy. Documentation stating that the item has been reinserted and the date of reinsertion. I am furthermore requesting documentation of the reinvestigation process performed when this item had been deleted. In accordance with the ***** I expect to receive the requested documentation within 15 days of receipt. The reinserted account is listed below: FEB *********** ************

  Business Response

  Date: 01/26/2024

  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 we can't tell if an account has been opened in their name. If the consumer knows the name of the financial institution, they should contact them immediately and cancel the account. Then they should notify each of the three credit reporting agencies:
  Equifax - ***************
  ************* ******************
  Experian - ****************
  
  

• Initial Complaint

  Date:01/10/2024

  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 am a client of Grabrfi, a fintech company based in the **, which provides its customers with a US bank account. They also provide their clients with a Mastercard debit card. I live in ********* and when using my card locally, I am given the following information about what to expect as to the exchange rate: ******************************************************************************************** As you can see, the information (albeit in Spanish) is not precise as to the commission charged by Mastercard for transactions in which I pay with the Mastercard debit card for local purchases in ******* only says "All purchases you make in pesos are made using an exchange rate that approximates the exchange rate of the Electronic Payment Market (MEP)." ************* rate, no percentage, and nothing precise. I tried out the card in April 2023 and found that the commission was approximately 6%. I complained to Grabrfi about the vagueness of the terms, and did so again today - the rate has risen to 8.9%. Nowhere on their site is this clarified, and since this clarification does not exist on the Mastercard site either, I would like to demand that Mastercard specify a clear commission both on its site and on Grabrfi, by association. All they provide the customer with is a conversion calculator: ************************************************************************************ - which I've found to be vague and imprecise. I want Mastercard to establish a fixed commission in % to give transparency to both their customers and *******'s, and to reimburse me, should the case call for it, for the exchange rate difference.

  Business Response

  Date: 01/26/2024

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Mastercards exchange rates are based on the rates observed in the wholesale market or government-mandated rates. When a transaction is made outside the country where a card was issued, the issuing bank may choose to charge a cross-border transaction fee and a currency conversion fee. Mastercard recommends that cardholders contact the issuing banks to determine what currency conversion charges are applied to their transactions. 

• Initial Complaint

  Date:12/26/2023

  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.

  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:

  Ok, I still have another issue with Mastercard.

  An agent of North American Bancard called us and promised to open us a high-risk merchant account with lower rates and many other advantages. We agreed and signed the application for the new merchant account. North American Bancard approved the application on September 26th after they took over two weeks to review the application. A week later after using their processor, we received an email stating that our funds will be on hold because after reviewing our website they noticed that we are selling adult novelties which is prohibited. On October 20th, we received an email from the bank stating that we have exercised our right to close your account. We apologize for any inconvenience this may have caused you or your company. We can hold funds for 120 days pending possible chargebacks. They have on hold over $75,000 while the whole amount we processed with them doesnt exceed $100,000. The abuse of power didnt end up here, on November 2023 statement I found out that they deducted from the $75,000 they are holding the amount of $28750 as a compliance fee which is very insane. I tried to contact North American Bancard to inquire about the $28750 fee they charged us, but they never responded so we filed a complaint against them with the BBB. They replied that the charge was imposed by MasterCard We are requesting the MasterCard to refund the fee they charged us as it is a crime against a small business or force NAB to refund it. We never violated any rules, we were upfront, honest and stated on the application that We sell sexual nutraceuticals, they approved the application after two weeks of review by their underwriting team, so we never violated any of their agreements. I have attached a copy of the merchant application, BBB Complaint and NAB response, product removal email and our response. We are ready to provide any documentations and communication emails with NAB to proof our innocence from committing any violations.

  MID *************

  Sincerely

   

   

   

   

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

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

  Business Response

  Date: 01/16/2024

  Mastercard International Incorporated (Mastercard) is in receipt of the merchant complaint served on it in connection with the above-referenced matter.
  
  Acquiring banks may place a merchant on Match (TMF) which disables them from processing MC payments.  To get off the list, the merchant needs to contact their acquiring bank.  Mastercard only provides the Match system for acquirers to add terminated merchants.

  Customer Answer

  Date: 01/30/2024

  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:

  The acquiring bank is not cooperating with me at all stating that they were charged that fine by Mastercard. You have the power to force the bank but I don't. If you guys don't cooperate with me, I'm going to file a complaint with the CFPB.  

   

   

   

   

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

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

  Business Response

  Date: 02/01/2024

  As previously stated, the merchant needs to work with their contracted acquiring bank for assistance with their account. ******************** is unable to assist further. 

• Initial Complaint

  Date:12/01/2023

  Type:Customer Service 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. I apologize for the inconvenience, but please understand that I had been notified by **** that MasterCard was in charge of the dispute filed against me, so I responded under this notion. Anyway, duly apologize for the mistake.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  multiple times to look at the dispute, which would only take a few minutes, yet a response is still yet awaited. So to conclude, MasterCard has terrible customer service, they haven't reviewed the payment dispute filed against me around 10 weeks ago. It almost feels like they are purposely making it impossible to contact them because they're too lazy to answer the phone. Anyway, that's the best I can do on this website, as I can't say the things I want to say without not being taken seriously. Hope this helps anyone else. I am seeking contact by the business so that we can get this settled. I may also seek additional compensation for the amount of time I had to wait.

  Business Response

  Date: 12/04/2023

  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 keep in contact with **** and/or the bank for assistance with the dispute.
  

• Initial Complaint

  Date:11/14/2023

  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.

  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 tried to reach my bank but they don't answer me, so please if you don't mind you can contact PayPal to make refund of the payment IDs:

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

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

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

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

   

  NOTE:

  That's IDs is of the orders that's made in PayPal of the amount which is disputes in.

  Please contact PayPal to do refund of that ID's payments or try to reach the bank which I deal with because I can't contact them and I am outside of the country so I can't visit the Bank

   

   

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

  
  Sincerely,
  
  *********************
  
  
  
  
   
  feel free to contact me if any further information is required.Thank you for your assistance.Sincerely,********************* ************* ********************

  Business Response

  Date: 11/15/2023

  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: 11/17/2023

  As previously stated, Mastercard does not initiate refunds or dispute transactions, only the issuing bank does. The consumer should contact their bank for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service. 

  Customer Answer

  Date: 11/18/2023

  Better Business Bureau:
  Okay I will try to reach them

  
  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:11/06/2023

  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 would not have filed a complaint if I had not reached out to FHB already. They were the ones who advised to contact you to settle my claim.

   

   

   

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

  
  Sincerely,
  
  ***************
  
  
  
  
   
  g from mastercard my hotel stay but on oct 31, someone from mastercard finally called me and told me they discontinued the travel disruption three years ago and I was not even notified! I just want reimbursement for my hotel stay which is about 500 dollars. I can prove the hotel charges upon request.

  Business Response

  Date: 11/09/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Each issuing bank chooses which benefits to offer their cardholders. For any benefit clarification the consumer should contact FHB for further assistance. 

  Business Response

  Date: 11/15/2023

  Issuing banks are responsible for advising their cardholders regarding any changes in benefits. Mastercard is not able to file a claim for travel disruption if the benefit was previously discontinued and is not currently active on the card. As previously stated, the consumer should contact FHB and request an updated guide to benefits. 

  Customer Answer

  Date: 11/16/2023

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