Business Profile

Payment Processing Services

MasterCard International

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

160 total complaints in the last 3 years.
54 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/28/2022
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.
I filed a complaint with my PC Master card for a dispute with ****** Airlines. We are a family of 6, 1, year, 6 Year, 7, and 11-Year-old children with two adults. Upon our return from ******** dated Sep 20, 2021, one of my children 6 years old was covid positive and the Airline did want to board him, I requested my family to stay back with the child and I will go to ****** as I work for a firm and did not want to lose my job. The agent. I contacted ****** Airlines when I reached ****** for rebooking the tickets and I was told your family did not show up and had to pay an additional $5000 this was almost the same amount I paid for return tickets. I used another airline and purchased return tickets spending ****, I filed a dispute with MC.Today on July 27th ***** badge ID D363TM ***** phoned me and said MC can dispute one child's ticket and the other had a choice to fly back. I explained how could we leave a 5-year-old child at the Airport and the rest of the family come back. he said this is MC policy. MC will not dispute with the rest of the family. This ***************** was not listening at all, constantly interrupting while I was speaking, and he had no manners on how to deal with clients. During the time while my family was stuck for 4 months, my children missed schooling due to the weather changing my family incurred an extended amount of spending on clothing and children's hospitalization, but ****** did not let us rebook and travel. I asked MC for a full refund but ******* MC agent said it's worldwide MC policy to leave the sick child behind in the airport and the rest of the family had the option to travel if this is the policy shame on MC worldwide. I asked him to email me the policy and he said he can't send it me. I am shocked ******* type of staff represents MC. I am looking for a full refund for 4 children and one Adult. I am not shocked with ****** attitude but yes cant believe in MC policies
Business Response
Date: 07/29/2022
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, 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.
Customer Answer
Date: 08/05/2022
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]
In my issue financial institution and Master Card both are involved as both are partners in the transection and both got benefit from the transection, they both could not complete the transaction without each other help.When ***** from the financial institution contacted me, he said he could claim the refund for COVID infected child, but not the other family members who stayed with him as per Master card policy.
He also said as per Master card policy the child immediate family had the option to fly back and left the five-year-old alone in the airport. I repeated left the 5 years old alone in the airport, and he said rest of the family had the option to travel, as this is the Master Card policy.
Second, Etihad made a blunder and put my family status in their system as No show, which bumped the price to $5000+ for rescheduling the return tickets, and I disagreed with, I provided the proofs of my family came along with me at the airport for travel, but the agent still enter no show status in their systems.
I also provided the proofs to Etihad that we went to the airline check in counter for travel, they updated the status in their system later, but they still wanted to collet No show fee and asking the above amount for booking. I collected their systems screen shots and provided to the financial institution. Thats when I booked tickets with different airline with cheaper price. My claim is Etihad did not fulfill the contract from the first place and that is the reason I want my entire money back for all my family travelers who were not let use the Etihad service.

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

Sincerely,

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

Business Response
Date: 08/08/2022
As stated previously,Mastercard is unable to assist with cardholder disputes. This process is carried out by the consumers issuing bank, and we have no authority to change or override how they ruled. We recommend the consumer reconnect with the bank and the airline for direct resolution.
Customer Answer
Date: 08/08/2022
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 President financial said its MC, MC says its President financial .
The card I used for this transection has PC Master card name and logo on it, which is President financial and Master card both. President financial said its MC policies not us, MC says its President financial, both blame each other.
This response is not accepted.

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

Sincerely,

*****************
Initial Complaint
Date:07/20/2022
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 have a *********** 360 card. Someone stole over $600 from me to which *********** is not given my funds back although I have done a police report and all. I'm not understanding how Mastercard to which is apart of my card not able to assist me? Help me to understand the MasterCard liability policy because through research I was told it was something I have dealings with.
Business Response
Date: 07/25/2022
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, initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact *********** for further assistance with the dispute.
Initial Complaint
Date:07/11/2022
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.
AFTER A HORRIBLE ORDEAL DEALING WITH A STOLEN PACKAGE I WAS HOPING MY BANK COULD BACK ME UP AND BE THE LAST RESORT TO HELP ME. A RUDE DHL EXPRESS EMPLOYEE STOLE MY PACKAGE. THAT PACKAGE I BOUGHT FROM SOLOVAIR NPS SHOES. I TRIED FOR MONTHS TO COME TO AN AGREEMENT OR GET SOME HELP AND NOTHING CAME. AS A LAST RESULT I FILED A CLAIM WITH SCHOOLS FIRST FEDERAL CREDIT UNION TO TRY TO SOLVE THIS AND GET MY MONEY BACK. THEY DENIED IT BECAUSE MASTER CARD HAS RULES ABOUT MY PACKAGE NOT BEING RECEIVED BY THE SHIPPER BECAUSE ITS MY RESPONSIBILITY TO MAKE SURE THE PACKAGE ARRIVES. I DID EVERYTHING IN MY POWER I FOLLOWED THEIR RETURN RULES, I WENT BACK A SECOND TIME AFTER THE EMPLOYEE SENT MY PACKAGE TO THE WRONG PLACE AND I HAD TO RETRIEVE IT AND TRY SENDING IT AGAIN. HE TOLD ME NOT TO SEAL THE PACKAGE BECAUSE THEY NEEDED ACCESS TO THE INVOICE INSIDE THE PACKAGE. THAT WAS SUSPICIOUS AND HE WAS RUDE BUT I TRUSTED THESE COMPANIES TO HIRE DECENT PEOPLE NOT THIEVES. MY PACKAGE NEVER MADE IT BACK SO I SPENT DAYS TRYING TO GET DHL TO FIND MY PACKAGE ONLINE AND OVER THE ***** AND NOTHING. I SPENT WEEKS TRYING TO SETTLE WITH SOLOVAIR AND THEY DIDNT DO A **** THING BECAUSE "THEY COULDNT IF THEY NEVER RECEIVED THE RETURN" AND AFTER FILING WITH MY BANK THEY LET ME KNOW TODAY IT WAS DENIED BECAUSE IT WAS MY RESPONSIBILITY TO NOT GET ROBBED? I PLAYED BY THEIR RULES AND I STILL GOT SCREWED OVER.
Business Response
Date: 07/12/2022
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, initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. Mastercard provides rules to issuing and acquiring banks to assist in the dispute process and filing disputes, but banks make the final decision based on the information provided and review of the chargeback rules,not Mastercard. These rules do not allow us to force a financial institution to submit a dispute or to influence their final decision.

The consumer should contact Schools First ******************** for further assistance with the dispute.
Customer Answer
Date: 07/14/2022
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 talked to my bank (SchoolsFirst FCU) and they informed me that per YOUR RULES THEY HAD TO DISMISS MY CLAIM. Your rules say that the goods need to be returned if not the claim has to be dismissed. There is no exception for the goods being stolen or lost by the third party shipping company the original vendor uses. Now I dont have my boots or my money. I want my money back. This is unacceptable on your part. My bank had to deny the claim per your rules so change the rules or make an exception because Ive been dealing with this BS for months and I am so upset that nothing can be done on my behalf because of the irresponsibility of the shipping company. The shipping company blames the vendor. The vendor blames me. I file with the bank and its denied because the goods were never returned but I just wanted a smaller size boot and the rude disgruntled employee chose to take out his frustrations on me and steal my boots because I asked him for help? Because he didnt want to do his job I have to lose almost $300? This is unacceptable. I didnt want this to happen. I didnt want to get my boots stolen! I didnt want to have to deal with this for months!

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

Sincerely,

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

Business Response
Date: 07/18/2022
As stated previously, banks make the final decision on a dispute based on the information provided and review of the chargeback rules, not Mastercard.
We have raised the consumers complaint to our contacts with Schools First ******************** so they can review the dispute.
Initial Complaint
Date:06/27/2022
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.
I USED my mom CARD ON ******** and ******** Shut Down my ACCOUNT NOW and ******** Won't give me a REFUND NOW FOR *****. I never got my ORDERS NOW FOR *************************************.
Business Response
Date: 06/29/2022
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, initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact her bank for assistance with filing a transaction dispute, or speak with **** directly.
Customer Answer
Date: 06/30/2022
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]
NO HELPE AT ALL NOW ******** SHUNT DOWN MY ACCOUNT NOW.

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

Sincerely,

*****************************
Initial Complaint
Date:06/21/2022
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.
1) I had a fraudulent charge on my **** of america card.2) I reported it immediately.3) A week or two later BOA autowithdrew the amount ($861.00) from my checking account, causing economic distress.4) BOA has not returned the money, despite numerous calls.Query - Does mastercard have oversight on this issue? BOA has not been helpful.
Business Response
Date: 06/21/2022
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, initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should reach out to **** of America for additional assistance with the dispute.
Customer Answer
Date: 06/22/2022
I have contacted **** of America. They have not returned the fraud charges. I suspect they are in violation of the terms of issuing the Mastercard agreement. 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]

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

Sincerely,

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

Business Response
Date: 06/28/2022
We have forwarded the consumers concern to our contacts with **** of America for further review and assistance. As previously stated, Mastercard does not dispute transactions on behalf of cardholders. Mastercard only provides rules to issuing and acquiring banks to assist in the dispute process and filing disputes, but banks make the final decision based on the information provided and review of the chargeback rules, not Mastercard.
Customer Answer
Date: 06/29/2022
**** of America is in violation of Mastercard rules. They withdrew money from my checking even though they found fraud. ter 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]

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

Sincerely,

*******************************
Initial Complaint
Date:06/16/2022
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.
My credit card has been on fraud alert and can not be used. I received nothing by mail. There is no notation on my account that I can see on their app. I found out there was a problem when I called them. During the call lasting 3 hours my identity was verified. They even called me back to confirm it was me. We discovered the alert was due to my paypal account. During an attempt to make a charge thu pay pal I unknowingly and since this was my firt time to use pay pal, accidently was trying to charge my new ac heatpump to mercury since Mercury card is linked to pay pal. This should not have been an issue asI had more than enough available credit at pay pal and mercury both. But nonetheless it flagged a fraud alert approx 2 months ago. In that 2 months I have received nothing telling me there's any kind of problem at all until I tried to use my Mercury card again and it was denied. During the call with the Mercury agent she tried to release my account but said she couldn't because the fraud department had it still on hold some 2 to 3 months later. She also told me someone would call me from the fraud department within 24 to 48 hours. It has been well over 48 hours and I've received no call so I called them back and asked to speak to the fraud department she said they don't speak to customers I said then how were they going to call me back if they don't speak to customers.I asked to speak to a supervisor was put on hold and waited on hold for over an hour I never spoke to any supervisor I finally hung up. The last thing the Mercury representative told me was that's just the way it works you have to wait till they call you as I explained to her each month before my payment is due I have paid five to 10 times as much as my minimum payment I have no problem with my account never been late never over drafted and I can't speak to anybody in charge to get a reasonable answer. It mercury master card last four digits ****
Business Response
Date: 06/21/2022
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. 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 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:06/09/2022
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.
I received a prepaid mastercard gift card with 300 dollars originally. I registered my card on ************************** and added my address and name. I purchased a mattress from wayfair online for $259.08 on march 22, 2022 and i got a refund from wayfair for $259.08 on June 4, 2022 but i dont have the gift card anymore i used it and since its non reloadable i no longer have it. I talked to wayfair about stopping the refund since i no longer have the card but the refund couldnt be reversed i was told. So i called ************* and explain my situation and i do have the last 4 numbers of the card and expiration date but i dont have the purchase receipt because i received it as a gift and no longer have the card but i did registered the card to my name and address. I was told they couldnt not help me without the card or the original purchased receipt. So i asked so whats the point of registering the card if it doesnt help my situation.? I asked so you expect me to keep a card that has no money and its non reloadable ? She said yes. So i really dont know what else to do its $259.08 that i really can afford to loose and this company is not trying to help me. I wish they could just mail me the check of my refund but they are just being very difficult and not trying to help me get my refund. Please help!!!
Business Response
Date: 06/13/2022
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 issued.Please have the consumer contact the financial institution where the card was issued for assistance. In this case, the card issuer is US Bank per the website **************************.
Customer Answer
Date: 06/28/2022
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:

Regarding my complaint i have received an email from mastercard stating that i need to get in contact with U.S Bank not mastercard. Thats all no info where or anything

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

Sincerely,

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

Business Response
Date: 07/05/2022
The US Bank 24/7 **************** number is **************.
Initial Complaint
Date:06/07/2022
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 purchased an ** laptop at Target on 3/29/21 using my MasterCard, which makes this item eligible for the MasterCard Extended Warranty coverage following expiration of the original manufacturer warranty. When the ** laptop failed in late July 2021, I initially called ** to file a warranty claim because I thought the laptop was still covered by the manufacturer warranty. However, ** denied my warranty claim on 8/11/21 and notified me that I would have to pay for "fee-based support" because their warranty coverage had already expired. Therefore, I contacted MasterCard and filed Claim #********* for MasterCard Extended Warranty coverage. I provided MasterCard with all required documentation to validate my claim, including proof that the original manufacturer warranty period was not still in effect on the date of loss. First, MasterCard did not accept the independent repair shop's estimate that I had provided and insisted that I provide a more detailed estimate of the repair costs. After I obtained a second estimate for repairs and provided the new estimate to MasterCard per their request, then MasterCard wrongfully denied my claim. MasterCard now asserts that the loss is not covered by the MasterCard Extended Warranty program because they contend that the loss should be covered by the original manufacturer's warranty. MasterCard just ignores the documentation that I provided from the manufacturer ** showing that the original warranty coverage was not still in effect on the date of loss. Since MasterCard professes to know more about the ** warranty coverage than the manufacturer itself, I asked MasterCard to show me evidence that the ** warranty was still in effect as they contend that it should be. MasterCard has ignored my reasonable inquiries, so I am now compelled to file this complaint requesting assistance from the BBB. Please urge MasterCard to provide the Extended Warranty benefits that they promise cardholders and approve my extended warranty claim. Thank you.
Business Response
Date: 06/15/2022
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

The service provider has advised that the claim was denied correctly. The ** original manufacturers warranty ran from 3.29.21 3.28.22. The date of failure was 7.7.21 which occurred within the ** warranty period. The repair estimate indicated that the Motherboard needed to be replaced, which is a product failure that would be covered by the original manufacturers warranty.

There was an additional coverage ** offered for tech support for initial setup which only aids with diagnostics for software issues and help setting up the laptop. This coverage ran from 3.29.21 6.26.21 and is likely the cause of confusion.
Business Response
Date: 08/08/2022
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

The service provider has advised that the claim was denied correctly, as the ** manufacturers original warranty ran from 3.29.21 3.28.22.The consumer should contact ** support for further assistance.
Customer Answer
Date: 08/13/2022
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:

In my original MasterCard Extended Warranty claim and my BBB complaint, I provided email messages from ** Support dated 8/11/21, which document my request for service under the original manufacturer warranty for this product. Within hours of my request, ** Support sent email rejecting my warranty claim because the product was determined to be out of warranty. This email shows that ** Support offered only Free Self-Help Support in the form of information provided to the public online and Fee-based Support Options for suspected hardware issues because the warranty period for these issues had already ended.

However,MasterCard pretends to know more about the manufacturer warranty for this product than the manufacturer itself knows. MasterCard has unreasonably ignored this email from ** Support and continues to make false assertions without offering any shred of evidence to support their position. In their initial response to my BBB complaint, MasterCard asserts that, There was an additional coverage ** offered for tech support for initial setup which only aids with diagnostics for software issues and help setting up the laptop. This coverage ran from 3.29.21 6.26.21 and is likely the cause of confusion. However, MasterCard is the only party that is confused here, or else MasterCard is intentionally trying to create confusion.

The manufacturer warranty claim denial notice that ** Support sent me on 8/11/21 states:

"Fee-based Support Options: For suspected hardware issues such as: cracked panels, hard drive/component failures, blue/black screens, or hardware troubleshooting over the phone contact our support specialists at ************** for fee based options that best fits [sic] your needs."

Clearly,** Support refused to provide assistance with hardware issues under the original manufacturer warranty on 8/11/21. Despite this proof that ** Support rejected my warranty claim for the hardware component failure, MasterCard unreasonably insists that the ** manufacturer warranty should still apply.

As noted in my original BBB complaint, MasterCard first rejected my Extended Warranty claim by refusing to accept an independent service technicians statement of the product defect. Only after I provided a second estimated repair statement did MasterCard then decide to invent the notion that the ** manufacturer warranty should apply even though ** Support had already denied manufacturer warranty coverage on 8/11/21.

Incredibly,MasterCard continues to feign ignorance of the fact that ** Support denied coverage under the original manufacturer warranty, and now MasterCard glibly declares that consumer should contact ** support for further assistance. Given that MasterCard has rejected the opportunity to correct their mistake, I will be filing additional complaints with the ******************************* of the ************** ********** of ***** and the ********************** of the ************** Office of the Attorney General.

I am posting this response mainly to advise other consumers to beware that the MasterCard Extended Warranty is apparently nothing but a farce designed to trick people and waste their time. I also encourage others to file their complaints against MasterCard with the consumer protection agencies in ************** where MasterCard is headquartered:

****************************************** *******************************************************************
Lastly, I want to thank the BBB for facilitating this process. Even though MasterCard has refused to resolve this issue fairly, I appreciate that the BBB provides this platform for consumers to publicize their complaints for the benefit of others.
Sincerely,
******** *******
Initial Complaint
Date:06/06/2022
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.
I recently submitted a claim due to a a charger and cable that was lost with my Mastercard. According to the terms and conditions, if you had involuntary parting with your item within *************************************************************** so I can purchase the item again. I purchased this item on ********** on 2/19/22. After going on forth 2 months back and for with this company that handles the claims, my claim was denied which according to them, lost is not included.Nowhere in their terms and conditions does it specify what involuntary parting is.I would like my $48 to be credited to me so I can repurchase the item
Business Response
Date: 06/12/2022
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

The consumer should refer to the number and email contacts listed in the claim denial letter for any further assistance required with an explanation of terms and conditions or a claim appeal. The consumers benefit is underwritten by *************************** of North America, and is not an insurance company affiliated with Mastercard.
Customer Answer
Date: 06/13/2022
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 agreement based off of the claims and theyre connected with MasterCard. Based on your user agreement you guys are advertising consumer protection for loss or stolen goods up to ********************************************* Eclaims company is not abide by that.

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

Sincerely,

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

Business Response
Date: 06/15/2022
As previously stated, the insurance in this case (underwritten by *************************** of North America) is not affiliated with Mastercard. The insurance has most likely been added to the card by the bank/financial institution that issued the card. If contacting *************************** of North America at the phone number and email contacts listed in the claim denial to escalate this matter is not working, we recommend contacting the bank/financial institution that issued the card and has the relationship with *************************** of North America to escalate further.
Customer Answer
Date: 06/16/2022
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:05/31/2022
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 have a MasterCard through *********** with certain services to cardholders that include Roadside Assistance. Mastercard offers this through ************************ or Agero. The service is so poor I had to call four times to set up assistance because after setting up a tow truck to come help us on a busy highway with cars going 75 mile/hour or faster, we did not get any kind of communications from them for three hours; thus the four different phone calls with no receipts for charges, no emails or texts as promised, and no follow up to keep us abreast of the estimated time of arrival for the service. The first time I called, the charged my account $88; the third time I call, I was charged $102. There was no rhyme or reason given for the upcharge/double charge. I have called three more times because again, there was no email receipt or follow up email from them and no one can "fix" the problem. Their customer representatives don't even know what address the alleged email receipts are coming from. They just tell me that is the email address I give them and that is it. I have given them three different email addresses and no emails on either one. Check junk folders, spam folders and no emails or way to **** them as safe senders. Their choice in vendors to provide services to their cardholders is a nightmare. I called a ow truck myself and I was charged 50% of the cost because as I was paying, their truck arrived. Now I am out $88 + $102 + $92 and they have stonewalled us. They didn't even give the correct phone number to the tow truck driver to contact us and coordinate with us. I want a refund for this nightmare of service provider.
Business Response
Date: 06/12/2022
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 credits for the two charges $88 and $102 have been issued as of June 3rd,and it may take up to 10 business days to reflect on the bank statement.

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