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 International has 8 locations, listed below.

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• 

  MasterCard

  2000 Purchase St Purchase, NY 10577-2405

• 

  Pearl Card Gold Mastercard

  P.O. Box 23065 Columbus, GA 31902

• 

  Finicity

  434 W Ascension Way Ste 200 Murray, UT 84123

• 

  MasterCard International

  2999 Oak Rd # 1020 Walnut Creek, CA 94597-1983

• 

  Pearl Card Gold Mastercard

  P.O. Box 23065 Columbus, GA 31902

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/23/2022

  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.

  On November 19, 2021, we booked our flights for December 25 with a return on December 27 on ****** Airlines through Gotogate, which is a ************* subsidiary. My order number is LESGQQ and the booking number is ******. We paid $303.73 for our tickets. Unfortunately 2/3 weeks before our departure, the ***** situation deteriorated and we decided to cancel our trip. According to ******** terms and conditions, they were offering no fees and free cancellation and refunds due to *****. Gotogate's own website indicated that they would follow the terms and conditions of the airline. I called in to speak to an agent in early December and was denied a trip credit and a refund. I called in again one day before the flight was scheduled to depart and another agent advised us that had we called in earlier, they could have helped us. However, we did in early December and was denied. The customer service representative was able to review the notes on the file and acknowledged that she gave us the wrong advice but there was nothing he could do because we were now too late. On top of this, our return flight was cancelled by ******, so we should have received a refund for the return portion of our flights but ************* is witholding the refund from ****** and refusing to refund our money for the return leg. I disputed the charge with Mastercard. They said that ************* was not cooperating with them, so they ruled in the their favour, unless I could provide evidence of the merchant's terms and the airline's terms. So I submitted the screenshots and was told that because ************* it was on me to contact the merchant directly and negotiate a refund from them. If a merchant does not cooperate with their investigation, the customer gets stuck with the ****?

  Business Response

  Date: 05/25/2022

  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 her bank for further assistance with the dispute.

• Initial Complaint

  Date:05/09/2022

  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 no choice but to report this on BBB because it's impossible for me to report this on mastercard website or via phone. When I call the customer service, they either transfer me to citibank or transfer me to someone that doesn't know what to do.I'm writing to report a dishonest mastercard merchant:Name of merchant on my credit card transaction: *** ************************** Yelp Page with phone number and address: ******************************************************************** This merchant categorize themselves to mastercard as: Category Merchandise - Duty Free Stores but they are actually a restaurant so instead of me earning 5% cash back on my mastercard, I got only 1% and Citibank said there's nothing they can do because they can't control what business categorize themselves as to mastercard.I believe this business is trying to lower their fees by choosing the wrong category on purpose, they also encourage their customers to pay with cash by offering 5% and attempt to discourage customers from paying with credit card. I paid with my mastercard because it has 5% cash back on restaurant purchases but this restaurant categorize themselves as Merchandise - Duty Free Stores causing me to get only 1%.Please fix their business type/category with Mastercard system so that other card holders won't run into this problem and this business should be penalized for their fraud and dishonesty with Mastercard. Please make make your website to allow card holders to report merchant issues as your customer service agents are very incompetent and your phone system makes it impossible for card holder to reach merchant services because when you enter the card number, the machine refer customers to call the card issuing bank making it impossible for card holders to report merchants to Mastercard.

  Business Response

  Date: 05/09/2022

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Mastercard does not assign the Merchant Category Code. The code is assigned to a merchant by their acquiring bank when the business first starts accepting cards as a form of payment.

  Customer Answer

  Date: 05/09/2022

  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:

  Who is the bank and how does that code gets corrected for the business type of the business not being honest.

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

  
  Sincerely,
  
  *** ***
  
  
  
  
   
  

  Business Response

  Date: 05/17/2022

  We are investigating with the acquiring bank to have them review the code and see if an update needs to be made. 
  
  As previously stated, Mastercard does not set the merchant category code, nor are we able to change it.