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

170 total complaints in the last 3 years.
65 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:05/12/2025
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.
100 gift card that had never been opened has a zero balance. Email back from company. They are claiming transactions 60 days or older. We made no transaction. We had never used the card.**** ********* ****** ** **** ******** **** ******* ********* *** *************** ******** ** ********* ** *** ***** *** ********** *** **** ***** ******* ************* *** ** ** ************ ** ** ** ***** **** ********************************************************************* ** *** *** ** **** ** ****** *** ** ********** *** ****** ** **** ********** *** ************** *** *** ********* *** ******* *** ************ ****** ***** **** ******** **** ** *** **** ****** ** ** ****** **** ******** ** ******* ** ******* *** ***** **** *** ******** ******* *** **** ******** ************ ** **** ***** ** *** ***** *** ********** ******** **** **** ***** ** *** ****** ** ****** **** ******* *** **** ** ******* **** ******* ** **** ***** ******** ** *** *** **** ** ****** *** ******** *** *** ****** **** ****** ******** **** *** ************ ******************** ******* ******** ****** ******************************* **** ***** ******* ***************
Business Response
Date: 05/13/2025
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 initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact the bank/gift card provider for any further assistance related to disputes.
Initial Complaint
Date:05/08/2025
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.
Respected ********** Master Card must know, accept, admit, and understand that a person who holds a CASH RECEIPT, CARDS FRONT SIDE PHOTO, CARDS BACK SIDEPHOTO THEN WILL BE TREATED LIKE THE CARDOWNER. Master Card fraudulently creates chargebacks from some residential scammers. If a prepaid gift card was purchased with cash and it was used by a person to purchase goods or services from a business then how can another person come with the same card and claim that card belongs to him? Master Card have a brain or not? If it's a bank's debit card or credit card then the owner's name is printed on his card. Here he can claim the ownership of his debit or credit card. But in a prepaid gift card scenario which was purchased with hard cash, the terms are quite the opposite. A person who uses his gift card for the first time with a cash receipt then he will be treated as the card owner. There should not be any secondary owner for the same Master Card gift card that any person can claim. However, Master Card has created some unrealistic policies that have been supporting scammers, fraudsters, and dishonest people to misuse their gift cards to gain money fraudulently by creating false chargebacks. If this kind of useless rule is set by Master Card, then honest businesses like ours cant survive in the market. I submitted all the requested card ownership documents to challenge the chargeback case but Master Card rejected them. This is not acceptable at all. I attached the chargeback case document here which was received from Master Card. Please ask them to reject the chargeback case as the charge is valid and legitimate. Kindly ask them to refund my money immediately which they took from my bank account. Please do the needful to get me justice. Thank you.
Customer Answer
Date: 05/08/2025
Dear ****************** uploaded the documents in this case were the evidence that I am the owner of my Master Card Gift Card.
My prepaid gift cards' ending four digits are **** and its value is 200$.
An unknown fake person created a false chargeback about my 200$ prepaid gift card with Master Card Company. I have got all the evidence that the card belongs to me. It was purchased with hard cash. I have the cash receipt and physical card with me. No secondary person can't claim an ownership for the same prepaid gift card because it was purchased with cash. There is no documentary proof which can certify that the card belongs to another person. I hope the above facts cleared your doubts. Now it's Master Card's duty to deny any such false chargebacks created by these unknown scammers and fraudsters because the gift card was purchased with a cash receipt. I purchased goods from a business with this card recently and the purchase was legitimate. But Master Card claims that the prepaid gift card does not belong to me. Kindly ask Master Card company to reject the chargeback raised by that scammer and refund my money 200$ to my bank account immediately.
Please do the needful soon.
Thank you.
Sincere Regards,
**** *****
Business Response
Date: 05/08/2025
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Mastercard does not initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact their bank for assistance with any dispute related concerns. Typically, there will be a phone number on the back of the card where they can contact customer service for the issuing bank.
Customer Answer
Date: 05/09/2025
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]
I can't accept your irrelevant and careless response here because the chargeback was created by Master Card only.
Now you have to contact the bank and ask them for the refund immediately.

Thank you.

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

Sincerely,

**** *****

Business Response
Date: 05/14/2025
Mastercard does not create chargebacks. As previously stated, charges backs are filed by banks/financial institutions. Additionally,the attachment provided did not come from Mastercard, it appears to be from *************************. The consumer should reach out to Heartland for assistance or their acquiring bank/processor if they are a merchant.
Initial Complaint
Date:04/07/2025
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.
Hi, I am filing a complaint against Shop Your Way Mstercard for not honoring their promotional offer. They offer to reward their customer ******* bonus points after spending $1500 OR MORE WITHIN 11/01/2024 AND 12/1/2034. I JUST DID THAT AND SO FAR THEY HAVEN'T PAID **** have called them several time they just gave me the runaround.
Business Response
Date: 04/10/2025
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Mastercard is a technology company that operates the Mastercard payment network and does not maintain cardholder account information. The Shop Your Way card and program are managed by the consumers issuing bank (********). We have escalated the complaint to ******** for review and direct resolution with the consumer.
Initial Complaint
Date:03/04/2025
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 have a dispute open with citi card . **** is claiming Mastercard is the one not providing any help to my case . I have provided all evidence to be in my favor but Mastercard is ignoring all evidence.
Business Response
Date: 03/12/2025
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Regarding disputes,Mastercard only provides rules to financial institutions to assist in the dispute filing process. Financial institutions make the final decision based on the information provided and review of the chargeback rules, not Mastercard. These rules do not allow Mastercard to force any issuing financial institutions to accept or reject disputes on behalf of their cardholders nor to influence the card issuers decision.

We have escalated the consumers complaint with ******** for review of the dispute.
Customer Answer
Date: 03/12/2025
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]
The business is putting the blame on citi card but citi blames master card . It's just a bunch of excuses from both parties. Nothing has been done .

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

Sincerely,

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

Business Response
Date: 03/13/2025
Mastercard does not maintain cardholder account data,initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. As previously stated, we have escalated the consumers complaint with ******** for review and direct resolution.
Initial Complaint
Date:03/04/2025
Type:Sales and Advertising 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 ordered a Titanium Plus Mastercard, loaded it up with funds went home and found out that ****** and ************* doesn't accept the card after several attempts with different computers and internet connections. I went back to the store and asked for a replacement. The clerk explained to me that I require to have a personalized card to access ************* and to add it to *******When I first got the card, that was never explained to me. Now the company expects me to pay an additional $5.00 for a personalized card.
Business Response
Date: 03/12/2025
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 is not the administrator of the card or financial account. We are the technology provider licensing our processing network to issuing and acquiring banks. 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: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.
I'm writing to express frustration with Mastercard's handling of my complaint regarding non-receipt of statement credits for Peacock Premium.Background:-Subscribed to Peacock Premium in 10/2024 using World Elite Mastercard.-Eligible for $3.00 monthly statement credit according to Mastercard's ***************************** of Events:-1/23/25: Contacted Mastercard, who claimed it was a Peacock issue. But ******* said Mastercard must give the credit. Filed a complaint. -1/31/25: Called Mastercard Spoke with supervisor ***. Now theyre claiming it was my credit card issuer. Its not.-2/7/25: Called again. Spoke with supervisor ****, who submitted my complaint again to the escalations team.-2/10/25: **** called, claiming escalations team said my card was inactive (false).-2/12/25: Called Mastercard again, & **** said she would follow up.-2/14/25: **** called saying escalations team would finally reimburse me for past statement credits & fix the issue going forward.-2/21/25: Called Mastercard 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
Customer Answer
Date: 03/23/2025
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,
***** *****
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:02/21/2025
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.
My company purchased a $200 MasterCard gift card as a wellness prize. I took it on vacation to CA and after a single $28 purchase, it ceased to work. When I got home, I called the number listed and was told their AI flagged it as fraud. I had to submit copies of both sides of the card, the original receipt for the card purchase, my DL, and a utility bill. I did all that and they confirmed receipt by 1/17/25. Since then I have made 6 calls to the card center in **************. I was told by everyone I called that the paperwork had been received. First I would get a card in 10 days, then 20 days, then was told their "day" is 9 hours, so that meant ***** hours was actually ***** days. On 2/19 I was told that although it was confirmed they had the paperwork, the "back office" wanted it again. I believe this is a case where the "back office" gets a commission or fee for every card they say is fraud, and it's in their interest to make sure the cardholder gets so frustrated and doesn't have the 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.
Customer Answer
Date: 02/24/2025
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:

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,

***** ******

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.
I'm filing a complaint against MasterCard gift card company. They have awful customer **************************. They will not help you online if your card gets hacked which mine did. My mother-in-law gave me $100 MasterCard gift card for Christmas and it's February and I still haven't gotten it replaced. The case was settled in my favor stating it was fraud. Someone stole my card online at *******. I don't know how that happened. She went in the store to activate it and they still will not send me one. They said they have sent me one. There's no tracking so I can't prove that they have. It was supposed to be sent out on the 7th of January and then I had to wait 10 business days and nothing. I keep calling them back. They're very rude they won't resolve it. So I I just want all consumers to know not to ever buy those gift cards. You will not get any help. Even though it says zero liability you will not get any help. Basically they stole $100. I would just like them to send me my $100 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.
Customer Answer
Date: 02/12/2025
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]
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,

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

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.
I had used some money from my health app to get a gift card. I have some funds left on this gift card, but it says it's on a temporary hold after I tried to use it. I have attempted to use this card multiple times with it not succeeding, just now, finding out the reason why. The funds seem to be decreasing as well, as if someone has been using it.
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.
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: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.

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MasterCard International is NOT a BBB Accredited Business.