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

• 

  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: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.

  My wife ********* and I booked a cruise departing 9/8/2024 for $3069. Before paying with MasterCard I looked up their **************** Benefits. It says "Coverage applies to Cardholder Up to $1500 per event". We both have MasterCards with different account numbers, linked in one monthly statement. I called MasterCard Benefits to inquire if our trip was covered. A representative assured me that since we had two cards, each of us was covered up to $1500 for the total of $3000.Shortly before the trip my wife fell ill, was taken to an emergency room, and surgery was scheduled. I canceled the trip and submitted a claim for $3000 to MasterCard with all required documents. They did not raise any issues and reimbursed my account for $1500. I called to inquire about the balance of $1500. The representative told me that since the payment was made with one card, only that card was reimbursed; as she put it, How did we know that the other account was involved?. I explained that when I inquired prior to the trip, no one mentioned using two cards to make the payment and suggested reviewing the recording of my conversations with their representatives and asked for her supervisor. She replied that the supervisor was not available and there was nothing she could do. I asked for a written response, but she said she was not authorized to do it. Over the next several weeks I called MasterCard multiple times, spent countless hours on the phone, was transferred from place to place, talked to dozens of representatives, but to no avail. It looked like their representatives were instructed to wear out customers by making them spend hours on the phone, bouncing them from place to place without providing anything in writing. I am 78, my wife is 77, we live on fixed pensions, and $1500 is a sizable amount of money for us. Its not fair for an insurance company to take advantage of people like us by giving us misleading information about the coverage and then refusing to pay the claim.

  Business Response

  Date: 02/18/2025

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

  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:

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

   

   

   

   

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

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

  Business Response

  Date: 02/26/2025

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

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/06/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not maintain cardholder account and billing data. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should follow up with the issuing bank for billing assistance. Typically, there will be a phone number on the back of the card where they can contact customer support.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 14th 2025, I posted a complaint here about MasterCard. My issue was about opting out of the automatic billing updater. I was emailed by someone named ****** after posting my complaint. ****** claimed to have been internally fixing my issue with a bank. He claimed to have emailed them to resolve the issue, and that they would call me. That has absolutely not happened at all! Absolutely no correspondence about really resolving this issue. Not only that, I called the bank myself, and they had absolutely no clue what I was talking about. Which leads me to believe he didnt escalate the case to the bank like he claimed. So it is now January 31st 2025, and I still havent been allowed my right to opt out of the **** Also, my original complaint mentioned mistreatment on the phone lines. Not being allowed to speak to customer service at all. They claimed to have not been able to find any of the 4 phone calls. Even though I gave them the exact date and times of every call. I believe this is more dishonesty on top of the lies I was told on the phone by their lost and stolen department. It seems as though this is their standard of how they treat card holders. If you call you wont get any help, you will be lied to, and forced to talk to the lost and stolen department no matter your issue.

  Business Response

  Date: 02/06/2025

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

  Customer Answer

  Date: 02/10/2025

  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]

   

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

   

   

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

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

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/27/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Mastercard does not maintain cardholder account data or initiate refunds behalf of cardholders, only the issuing bank/card provider does. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should follow up with the gift card provider for assistance with the declining card. Typically,there will be a phone number on the back of the card where they can contact customer support.

• Initial Complaint

  Date:01/22/2025

  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 need to ***ort a FAKE p***aid gift card thats been issued by Mastercard for a ******* settlement case. First off, I literally cannot use this card anywhere online. Secondly, the *** that answered the phone last week told me to add it to my wallet to which I did, and there is NO QR CODE to use! Every single time I called last week, all they did is ask for my personal information. Why do they need that if Im giving them the entire card number, expiration date and my full name?????Now I just called to speak to someone and no one picks up. An automated service says to call ***********. Thats out of service!!!!! Im telling you this is FAKE!! If my personal information gets out, I know its from Mastercard.Also, I plan on ***orting this to ***. Shame on these people!

  Business Response

  Date: 01/22/2025

  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. We are the technology provider licensing our processing network to issuing and acquiring banks, who in turn, issue cards and manage the accounts. The consumer should contact the financial institution or bank that issued the gift card for assistance with the declines. Typically, there will be a phone number on the back of the card where they can contact customer support. 

  Customer Answer

  Date: 01/22/2025

  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:

  Who is this bank then ? PATHWARD NA? There is nothing about it on ******. They customer service on the card only asks for my personal information and does not  help at all. Wouldnt Mastercard want to be informed if this is a scam? 
  

   

   

   

   

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

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

  Business Response

  Date: 01/28/2025

  We have escalated the consumer's complaint to the gift card provider (*****************) for review and direct resolution. 

• Initial Complaint

  Date:01/13/2025

  Type:Customer Service 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 gift card from in the amount of $500.00 on 1/9/2025. I used the card to purchase dinner which was valid. I then checked the balance of my card and saw an unauthorized transaction from ***** ***** for $436.95 I currently have a balance of .67. I tried contacting Mastercard but the system wont let me make a report. I tried contacting ***** ***** at *************** and the number is out of service

  Business Response

  Date: 01/13/2025

  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 maintain card account data. ******************** is the technology provider licensing our processing network to issuing and acquiring banks. The consumer should contact the gift card provider for further assistance. Typically, there will be a phone number on the back of the card where they can contact customer support. 

  Customer Answer

  Date: 01/13/2025

  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:

  This product is licensed under the Mastercard logo and the company is responsible for the resolution of my dispute. At the very least the issue should have been routed to the issuer.

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 01/14/2025

  The consumer complaint has been escalated with the card provider (InComm Payments) for review and direct resolution. 

• Initial Complaint

  Date:01/13/2025

  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 received a gift card for Christmas. It has ****** dollars on it. I tried to use for groceries and it was declined. Then i logged onto the Mastercard website to find out my card was on a hold. So i call the number on the back of the card and the lady who i couldn't understand said they need to send me a new card and the one i have is canceled. She said the card will arrive in 3 days and it has been almost 2 weeks. Nothing. After giving her my address i made sure to have her read it back to me to confirm. She didn't have it correct the first time and the second time was questionable. The number i called was the number on the back of the gift card.Mastercard even has alert saying if you have problems with your card being declined call the number. This alert is seen if you go to the Mastercard website to activate your card, at rhe very top. I have another giftcard same company same card same problem. And when you try to check the balance you get a system error please try later. The only way is to call the number then they say we need to cancel the card and send a new one. They are reissuing cards then sending them somewhere else other than to me. This is a scam and im not sure to to get the money back. These two cards where purchased in ******* from my ******* card was ****** the other ******. Im guessing someone else received my replacement card because anyone can use. This is part of the scam i believe. Make it impossible to use the card then say we need to cancel and replace. Then they send it to themselves or whatever.

  Business Response

  Date: 01/13/2025

  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 maintain card account data or initiate refunds on behalf of cardholders, only the issuing bank/card provider does. Mastercard is the technology provider licensing our processing network to issuing and acquiring banks. We recommend that the consumer follow up with the gift card provider for further assistance. The number on the back of the card will allow them to speak with the card provider customer support. 

  Customer Answer

  Date: 01/13/2025

  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]

  This is the problem.  You call the number on the back of the card. The people who answer are extremely hard to understand.  I speak English and the people who answer English must be their second language. 

  Then they will say we need to cancel your gift card and send a new one. 

  I still have not received my replacement gift card. Im guessing they sent it to the wrong address. So who ever gets the card in the mail gets my money. 

  You cant even check gift card balances bc the system will say system error try later. 

  I have two gift cards.  One for ****** one for ******. The ************************************ someone else's hand. I never received the card. 

  My 150 card just doesn't work even tho theres 150 on it. Im hesitant to call the number bc they will do the same. " we need to cancel and issue you another card " then im out that 150 bc it will be sent somewhere else other than to me. 

  THIS IS A SCAM THAT MASTERCARD IS ALLOWING.  OTHERWISE FIX YOUR SITE SO I CAN UNFREEZE MY GIFT CARDS OR AT LEAST FIGURE OUT WHAT GOING ON. I HAVE NEVER HAD SUCH ISSUES WITH A GIFT CARD 

   

   

   

   

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

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

  Business Response

  Date: 01/16/2025

  The consumer has advised that a replacement for the $200 gift card has been received. We have escalated the case to the gift card provider (InComm Payments) for follow up and direct resolution with the consumer regarding the $150 card.  

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:01/07/2025

  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.

  I was given a $50 gift card for Christmas. I was not given a receipt with my gift. Upon activating this gift card over the phone there was an error and I had to be transferred to a representative. He told me without a picture of the receipt they would not help me. So that means they received the funds, because the card isnt stolen. I dont have a problem contacting the person for the receipt I just feel its a little embarrassing over a $50 gift card. This problem should be handled by Mastercard and theyve done a poor job so far. Their representative was extremely unpleasant and rude, this is super unprofessional. I know its only $50 but they received the funds. A picture of a receipt should not have to be provided if they received money at that point.

  Business Response

  Date: 01/08/2025

  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 card account data or initiate refunds on behalf of cardholders, only the issuing bank/card provider does. Mastercard is the technology provider licensing our processing network to issuing and acquiring banks. The consumer should contact the issuer/card provider for assistance. Typically, there will be a phone number on the back of the card where they can contact customer support. 

• Initial Complaint

  Date:12/30/2024

  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.

  A MasterCard gift card valued at $250.00 was given to me around December 2015. I used the gift card periodically, with small purchases, to circumvent the $2.00 inactivity fee. When I checked the current amount on the card on December 30th, 2024, the remaining amount was $15.14. I have not used the card enough for the remaining balance to reflect that amount. When I called customer service, I was told that they could not see a transaction history, and that it was likely the card was depleted because of the inactivity fees. However, the site states that I last used the card on October 24th, 2022. The transaction for that date does not show up in the transaction history. If the card was never used, as they claimed, it was inactive for 96 months. A 96 month period of inactivity times the $2.00 per month fee would only be $190.00. The remaining balance is unaccounted for. When I asked how much I was charged in total for the inactivity fees, they were unable to provide an amount. There is no transaction history, no history of any fees applied, and thus no way of determining where the amount on the card has gone.

  Business Response

  Date: 01/02/2025

  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, and we do not maintain cardholder account data. ******************** is the technology provider licensing our processing network to issuing and acquiring banks. The consumer should contact the card issuer/provider for assistance with transactions on the card. Typically, there will be a phone number on the back of the card where they can contact customer service.

  Customer Answer

  Date: 01/03/2025

  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:11/22/2024

  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 is charging all legal ******** retailers across ****** an annual fee of $700 per retail location for offering payments from our customers with a ******************** Credit Card. This amounts to thousands of retailers each paying $700 annually in order to offer Mastercard payments to our customers. This is price gouging and fee fixing on their part as a Company. The imagined and invented risk they claim for legal Canadian businesses is absurd. This $700 fee must be passed on to all of our customers, not just the ones using ******************** credit cards. I have contacted Mastercard to complain about these unfair charges and business practices. I appreciate your review and help with this matter.

  Business Response

  Date: 11/26/2024

  Mastercard International Incorporated (Mastercard) is in receipt of the merchant complaint served on it in connection with the above-referenced matter.
  
  Mastercard collects fees from acquirers. What an acquirer charges their merchant customer is between the acquirer and merchant. The merchant should contact their processor/acquirer for additional questions.