Complaints

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

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• 

  MasterCard

  2000 Purchase St Purchase, NY 10577-2405

• 

  Finicity

  434 W Ascension Way Ste 200 Murray, UT 84123

• 

  MasterCard International

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

• 

  Pearl Card Gold Mastercard

  P.O. Box 23065 Columbus, GA 31902

• 

  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:11/15/2024

  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.

  I revived an offer to apply for a Milestone Mastercard with no annual fee and a $500 statement credit. I was approved via an online application link provided by the email. I then called to make sure if recieve the credit. They said they did not do credits and would look into it. They said they couldn't recurve emails when I offered to forward them the offer is recieved. When I recieved the actual card, there was a balance of $250 on the card for an annual fee. I did not activate the card. I called immediately. A supervisor told me they didn't offer account credits. And that my balance was $250. And they didn't accept emails. I said this was ludicrous. She then said my account was suspended, for fraudulent activities. I told her the account hadn't been activated yet. She said something was wrong in the application process. I said apparently not, because a card waiting to be activated was marked to me. This is bait and switch.

  Business Response

  Date: 11/14/2024

  The consumer will have to reach out to Milestone Mastercard because we just issue the card but we do not monitor the card.

  Business Response

  Date: 11/18/2024

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Mastercard does not maintain cardholder account data. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should contact the card issuer for further assistance. Typically,there is a phone number listed on the back of the card. 

  Customer Answer

  Date: 11/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

   

   Mastercard is ultimately culpable for offers these so-called banks make. I have attempted to contact the lender backing Milestone Mastercard, The ****************, about their bait and switch techniques,with no success. **************** denies they ever even offered account credits as a bonus, up to the highest supervisor. And they can not accept emails. So, it would behoove Mastercard to police the entities that employ their logo. The **************** is guilty of bait and switch. Bait and switch is illegal. The email states clearly i was pre-approved for a $5000 Mastercard with no annual fee, and an account credit of 500$ as a signing bonus. I got a card with a 250$ annual fee already accrued, due post haste, yet the card arrived with fraudulent activity already happening and was deactivated by the bank! ****! The card arrived and remains inactive. It stinks of thievery and chicanery and Mastercard should be ashamed.

   

   

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

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

• Initial Complaint

  Date:11/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ******** card ending in **** *s missing sense 10/28 I have a 0 balance and unauthorized transactions have been made I should have a total of 1000$ left I tried to report card stolen on ******** app but it wouldn't let me

  Business Response

  Date: 11/12/2024

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not maintain cardholder account data, initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact the issuing bank for assistance with a dispute. He may also contact the Mastercard Assistance Center at ************** to report the lost card. 

• Initial Complaint

  Date:09/19/2024

  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.

  I was gifted a $100 p***aid mastercard gift card from co-workers; the packaging looked completely sealed/untampered. I opened the packaging to find that 3 of the cc numbers were filed off and the cvv/security number was also filed off. I called the customer service line immediately and was asked to try obtain the original receipt. The likelihood i'll be able to do that is low (but i'm pretty sure it was purchased from a Target Store) and advised the *** accordingly. They said they would file a case and it could take a month. The gift card was given to us as a baby shower gift so waiting a month would render it useless since we'd like to use it sooner. They gave me a case number (********) and stated that i would receive an email with a status/update. I have not received an email; i haven't even received one stating that a case had been filed. I'm asking for a ***lacement gift card.

  Customer Answer

  Date: 09/20/2024

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

• Initial Complaint

  Date:08/28/2024

  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 purchased equipment with my MasterCard Professional credit card May 14, 2021. The equipment stopped working August 4, 2024. My Professional MasterCard Guide to Benefits says it will double the original manufacturer's warranty up to 2 years (see p.5 Section B. of attached Benefits Guide). I filed a claim & provided all the documentation requested. According to my benefits, the ** extended warranty shouldn't expire until May 14, 2025. However, my claim has been denied according to the agent who emailed because the warranty would be extended only by 1 year therefore my claim was outside the coverage date. I have emailed twice sending the entire Benefit Guide and highlighting the section showing my benefits stating the warranty should be doubled by 2 years. I called to speak with an agent who now says that my benefits changed. That in 2021, I only had a 1-year extended warranty. I asked how I could verify that. She told me to call *********** which I did. The *********** agent told me that they didn't have that information and that I needed to call MC. So, it seems I am required to accept MC's word for it and also accept that they will not honor my claim as stated in their Benefits Guide. I would like help in having my claim accepted as stated by my Professional MasterCard Guide to Benefits and to be reimbursed the purchase price ($899.99) + tax ($74.25) total amount of $974.24.

  Business Response

  Date: 09/11/2024

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  This card used for purchase allows the item to have a Manufacturers Warranty up to five years and then the Mastercard Extended Warranty provides up to 1 year of additional coverage. In this case the loss falls outside of the Extended Warranty coverage period. We recommend the consumer reach out to *********** for further clarification of the benefits provided by this card. 

  Customer Answer

  Date: 09/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ****** ******, ****** ******** emailed me on August 29, 2024, requesting information.  I responded to the email with the information on August 24, 2024 and with additional information on September 4.  Each time I have asked for a reponse to my emails.  I also called the number listed in his email twice & left voicemails requesting  a call back.  I have not received a call back or a return email from ******.  The issue has not been resolved at all.

  Below is ****** ******** contact information & credentials:

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

   

   

   

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

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

  Business Response

  Date: 10/02/2024

  Check number ******* in the amount of $1,250 was mailed to the consumer on 10.1.2024 at the address listed in the complaint. The consumer should expect to receive the check within 6 business days.

  Customer Answer

  Date: 10/07/2024

  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:07/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has occurred multiple times of the past few years, but most recently May, June and July of this year.This credit card lender offers no interest 18-month financing once a year. I only use this card for large purchases that I wish to pay overtime. The balance is always paid before the promotion expiration, yet I am continually charged interest on the promotional balance. I have called multiple times to resolve this issue and to have the interest charges reversed. I have requested that a review of the account be done which is yet to happen.I spend more time calling customer service then utilizing the card.

  Business Response

  Date: 08/01/2024

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard is not the administrator of cards or financial accounts. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should contact her bank for assistance with interest charges.

• Initial Complaint

  Date:07/22/2024

  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.

  I was given a $50.00 prepaid MasterCard gift card. I opened it today to check the balance ( it was never used). The balance is zero. I was told that it was activated before I received it and there were service charges placed in the balance and it is now worthless. Someone paid $50 and MastedCard will not honor the gift card.

  Business Response

  Date: 07/23/2024

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not maintain cardholder account data. We are only the technology provider licensing our processing network to issuing and acquiring banks. Service charges and fees are applied by the issuing bank. We recommend that the consumer contact the number on the back of the card to speak with a representative of the issuing bank for assistance. 

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]I started this whole process with the phone number on the back of the card. They admitted that they service charged the card until it was worthless. I didn't get anywhere with them and asked to speak with a supervisor. I was told someone would call me. They did call and then was told the same thing, but then they referred me to the issuing bank. I didn't get any resolution from them either. I contacted 3 different parties regarding this issue and nobody had a solution besides too bad for you. Each phone call was exhausting and tedious and each party pointed the finger to someone else. I spent a considerable amount of time trying to get this resolved. I am upset because I had a few other gift cards that were, thankfully, from ***** They DID NOT service charge my paid gift cards and render them useless. If the MasterCard name is on the card, I expect them to stand behind the card. They are NOT doing that. This card was for a substantial amount of money and MasterCard will not stand behind their name or the card. Shame on them for not stepping up. I will never buy another gift card that is sponsored by MasterCard and I will warn anyone I can to avoid them too. I feel this is a rip off and since I never used the funds on this card, and I never physically activated it myself, this should not have happened. I thought there were laws in place regarding gift cards should not expire. Someone paid money for this and all the parties allowed the money to be service charged away and they all benefited from the money that was not intended for them. So, no, I do not accept their response at all. 

   

   

   

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

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

  Business Response

  Date: 08/02/2024

  Mastercard is not the administrator of cards or financial accounts.As previously mentioned, we serve as the technology ensuring payments are processed. The consumer needs to work with the issuing bank regarding any service fees charged on the card and should refer to the card terms and conditions. Mastercard is unable to assist further. 

  Customer Answer

  Date: 08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]I received several emails from **************** Services. I do not know if this was the issuing bank responding or if it was the administrator. Everyone points the finger at someone else. I answered all the requests promptly and in the end I got a response that simply said that they reviewed the documents and found that the product in question was not "their" product. I was further instructed to reach out to MasterCard directly. That is what I did in the first place. I have attached copies of the emails I received from Incomm. This is the same run around I got when I tried to resolve this on my own. Once again, this is an unacceptable response/resolution.

  I am frustrated/nobody will step up.

   

   

   

   

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

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

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a emailed Mastercard e-gift card over 3 months ago, they put the $300 i purchased on hold. I have spoke with over 4 supervisors and 15 customer service reps and every single time they would say "We have opened a case and this is being looked into by our security team". I was very patient when I was told it would take 30 days to be completed and either be refunded or sent another card. After calling 45 days later because I didn't receive either, I Finally I got someone that opened ANOTHER CASE and they said I would be mailed a check for my $300 within 2 weeks, its been a month and still no check. Every time I give them the case number to look into it again I get the same run around, "we are looking into it and I can see this is being looked into" Every single time I speak with an agent they tell me they will open another case and it will Be another 30 days. ITS unbelievable. This is theft at this point. I want my money back right now! I will never use this company again and I will be closing all credit cards through this company as well as never purchasing a e-gift card again And nor supervisors and any of the worthless representatives have helped do that yet. No one has an answer for me and when I ask where my money is NO ONE HAS A SINGLE CLUE. the last case I opened was june 14th case #******** and I was told 2 weeks until i receive my $300 check. I just called 10 minutes ago and they have no clue what I am talking about and the supervisor said I can raise another case for you. THIS IS THEFT. I Spent my hard earned money on a gift for someone and the money was taken and never returned to me. The original e-gift card I purchased was may 2nd. the card # was ******************* expiration 05/34 3 digit code **** This is theft and Mastercard should be ashamed and issue my refund asap and get better customer service. A SHAME

  Business Response

  Date: 07/24/2024

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not maintain cardholder account data. We are only the technology provider licensing our processing network to issuing and acquiring banks. We can confirm that the card supplier has contacted the consumer and the hold on the card has been removed. 

• Initial Complaint

  Date:06/27/2024

  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.

  Mastercard is the worst company in history for holding a $100 that should have been released on the same day!!!

  Customer Answer

  Date: 07/08/2024

  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.
  

  Please confirm that the $100 has now been released. yes, it has
  Sincerely,
  
  *************************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:06/25/2024

  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 opened a Destiny Master Card and I was explained that the annual fee was going to be $175 for the first year and then $49 for every other year. Upon activating my card, I have a fee of $273.53 and customer services states that this is the new annual fee., I am being scammed or there was no communication of the increase. Completely absurd that the card has a 30% utilization charge as an annual fee.

  Business Response

  Date: 06/26/2024

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not issue cards directly to consumers. We are only the technology provider licensing our processing network to issuing and acquiring banks. The consumer should contact the financial institution or bank where the card was issued for assistance with any fees on the account. Typically, there will be a phone number on the back of the card where they can contact customer service.

  Customer Answer

  Date: 06/27/2024

  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:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a custom product through my BOA mastercard August of last year from a vendor. I used my credit card due to protections in place when there are companies that are not legit. I ordered a custom mirror over 2100 dollars for client. When the 16 week time frame came and the vendor stopped responding I contacted my bank which was *** who told me I was passed the 60 days to notify them. This is absurd, when my knowledge of the company not fulfilling their goods for service was considerable passed that 60 days. Why in the world would we use a credit card when we are not protected from scam companies? That is the whole purpose. The bank put it back on Mastercards policy....Mastercard should do their due diligence to insure that the companies they allow to charge the public for goods are actual legitimate companies. Not this trying to defraud the public. Here is the company advertising online , letter I sent to the bank, and email correspondence with the vendor West Mirrors. Whose site now is down.

  Business Response

  Date: 06/18/2024

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Please be advised that Mastercard does not initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. Additionally, Mastercard does not have jurisdiction over merchant business practices, the agreements are between merchants and their acquiring bank/processor.