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: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.
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.

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MasterCard International is NOT a BBB Accredited Business.