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

124 total complaints in the last 3 years.
51 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:01/10/2024
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 is a notice to file a statement of claim against your company due to reinsertion of an account that was previously deleted. I sent your company a letter disputing the following account FEB DESTINY ************ , where you stated that the item had been deleted; was not reporting; no longer existed. After reviewing my credit report again, I have noticed that the item has been reinserted. It is my understanding that a deleted item cannot be reinserted unless the original providers of the information have verified that it was being reported correctly. This is not the case because this account was closed last in October. You are now reporting that this account was late in November when this account was closed. The account that your reinserted also has a different balance and date of last activity being reported. How is this so? I am requesting all documentation proving the certification of accuracy. The Fair Credit Reporting Act also states that if for any reason a deleted item is reinserted into the credit file, the credit bureau is to notify the consumer in writing within 5 days of reinsertion. I do not recall receiving such notification; therefore you violated the ***** Lastly, the outstanding balance you allege being owed to your company seems significantly higher than any balance I had with your company. I am willing to give you more time to furnish this information to me before I pursue suing against your company for the above mentioned FCRA violation. Please forward the name, address, and telephone number if available of the furnishers of the information confirming its accuracy. Documentation stating that the item has been reinserted and the date of reinsertion. I am furthermore requesting documentation of the reinvestigation process performed when this item had been deleted. In accordance with the ***** I expect to receive the requested documentation within 15 days of receipt. The reinserted account is listed below: FEB *********** ************
Business Response
Date: 01/26/2024
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Mastercard does not issue cards directly to consumers and we can't tell if an account has been opened in their name. If the consumer knows the name of the financial institution, they should contact them immediately and cancel the account. Then they should notify each of the three credit reporting agencies:
Equifax - ***************
************* ******************
Experian - ****************
Initial Complaint
Date:01/10/2024
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 am a client of Grabrfi, a fintech company based in the **, which provides its customers with a US bank account. They also provide their clients with a Mastercard debit card. I live in ********* and when using my card locally, I am given the following information about what to expect as to the exchange rate: ******************************************************************************************** As you can see, the information (albeit in Spanish) is not precise as to the commission charged by Mastercard for transactions in which I pay with the Mastercard debit card for local purchases in ******* only says "All purchases you make in pesos are made using an exchange rate that approximates the exchange rate of the Electronic Payment Market (MEP)." ************* rate, no percentage, and nothing precise. I tried out the card in April 2023 and found that the commission was approximately 6%. I complained to Grabrfi about the vagueness of the terms, and did so again today - the rate has risen to 8.9%. Nowhere on their site is this clarified, and since this clarification does not exist on the Mastercard site either, I would like to demand that Mastercard specify a clear commission both on its site and on Grabrfi, by association. All they provide the customer with is a conversion calculator: ************************************************************************************ - which I've found to be vague and imprecise. I want Mastercard to establish a fixed commission in % to give transparency to both their customers and *******'s, and to reimburse me, should the case call for it, for the exchange rate difference.
Business Response
Date: 01/26/2024
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Mastercards exchange rates are based on the rates observed in the wholesale market or government-mandated rates. When a transaction is made outside the country where a card was issued, the issuing bank may choose to charge a cross-border transaction fee and a currency conversion fee. Mastercard recommends that cardholders contact the issuing banks to determine what currency conversion charges are applied to their transactions.
Initial Complaint
Date:12/26/2023
Type:Order 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.
To whom it may concern,I have been trying to open a new merchant account for 4 months and got declined by all banks. Finally, I got discovered that Mastercard or another bank added as to its MATCH list. My business was unfairly or by error put on Mastercard MATCH. I challenge Mastercard to provide a single proof that my business violated any network rules or policies or has a high rate of chargebacks. Im requesting Mastercard to review our business and provide even a single proof that my business violated any of the network rules, otherwise, I will seek a legal action against Mastercard for the damages it caused my business for over five months now.Business Name: ***** ***** ***** ***
Business Response
Date: 01/16/2024
Mastercard International Incorporated (Mastercard) is in receipt of the merchant complaint served on it in connection with the above-referenced matter.

Acquiring banks may place a merchant on Match (TMF) which disables them from processing MC payments. To get off the list, the merchant needs to contact their acquiring bank. Mastercard only provides the Match system for acquirers to add terminated merchants.
Customer Answer
Date: 01/19/2024
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 because:

Ok, I still have another issue with Mastercard.
An agent of North American Bancard called us and promised to open us a high-risk merchant account with lower rates and many other advantages. We agreed and signed the application for the new merchant account. North American Bancard approved the application on September 26th after they took over two weeks to review the application. A week later after using their processor, we received an email stating that our funds will be on hold because after reviewing our website they noticed that we are selling adult novelties which is prohibited. On October 20th, we received an email from the bank stating that we have exercised our right to close your account. We apologize for any inconvenience this may have caused you or your company. We can hold funds for 120 days pending possible chargebacks. They have on hold over $75,000 while the whole amount we processed with them doesnt exceed $100,000. The abuse of power didnt end up here, on November 2023 statement I found out that they deducted from the $75,000 they are holding the amount of $28750 as a compliance fee which is very insane. I tried to contact North American Bancard to inquire about the $28750 fee they charged us, but they never responded so we filed a complaint against them with the BBB. They replied that the charge was imposed by MasterCard We are requesting the MasterCard to refund the fee they charged us as it is a crime against a small business or force NAB to refund it. We never violated any rules, we were upfront, honest and stated on the application that We sell sexual nutraceuticals, they approved the application after two weeks of review by their underwriting team, so we never violated any of their agreements. I have attached a copy of the merchant application, BBB Complaint and NAB response, product removal email and our response. We are ready to provide any documentations and communication emails with NAB to proof our innocence from committing any violations.
MID *************
Sincerely

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

Sincerely,

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

Customer Answer
Date: 01/30/2024
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:

The acquiring bank is not cooperating with me at all stating that they were charged that fine by Mastercard. You have the power to force the bank but I don't. If you guys don't cooperate with me, I'm going to file a complaint with the CFPB.

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

Sincerely,

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

Business Response
Date: 02/01/2024
As previously stated, the merchant needs to work with their contracted acquiring bank for assistance with their account. ******************** is unable to assist further.
Initial Complaint
Date:12/01/2023
Type:Customer Service 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 have waited almost 3 months for this payment dispute to be settled. According to ***** we are waiting on MasterCard to review the dispute and settle it. I am being withheld over 500 dollars on **** because of this dispute, and if MasterCard could look at this it would really be great. Let's see, I submitted the dispute response on October 1, and today is November 30, meaning approximately 2 months have passed since I initially posted the response to the dispute. If any sentient being looked upon this dispute, they would immediately see the absurdity of the grounds the dispute was opened upon and settle it without a second thought in their mind. I would like to mention that I have not been able to contact MasterCard via their customer service phone number or website, as I don't have an account opened with this business. I don't think it should be entirely necessary to do acrobatics in order to speak to customer service. Not to mention, **** has told me that they have nudged MasterCard multiple times to look at the dispute, which would only take a few minutes, yet a response is still yet awaited. So to conclude, MasterCard has terrible customer service, they haven't reviewed the payment dispute filed against me around 10 weeks ago. It almost feels like they are purposely making it impossible to contact them because they're too lazy to answer the phone. Anyway, that's the best I can do on this website, as I can't say the things I want to say without not being taken seriously. Hope this helps anyone else. I am seeking contact by the business so that we can get this settled. I may also seek additional compensation for the amount of time I had to wait.
Business Response
Date: 12/04/2023
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Please be advised that Mastercard does not maintain cardholder account and transaction data, initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should keep in contact with **** and/or the bank for assistance with the dispute.
Customer Answer
Date: 12/04/2023
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. I apologize for the inconvenience, but please understand that I had been notified by **** that MasterCard was in charge of the dispute filed against me, so I responded under this notion. Anyway, duly apologize for the mistake.

Sincerely,

*********************
Initial Complaint
Date:11/14/2023
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.
Dear BBB,I trust this message finds you well.I am reaching out to bring to your attention a concerning matter regarding that I det spammed on my MasterCard account. Despite my attempts to contact MasterCard customer support directly, I have been unable to do so.The unauthorized transactions in question occurred on the following dates:1. Payment Number: *********************** 2. Payment Number: *********************** 3. Payment Number: *********************** 4. Payment Number: *********************** I have attached screenshots of these transactions for your reference.Card Number: ******************* ************************************ I kindly request your assistance in reaching out to MasterCard on my behalf to report these unauthorized payments and initiate a chargeback as soon as possible. I have also attempted to contact MasterCard through PayPal, as these transactions were made using my MasterCard via PayPal.Your prompt attention to this matter is greatly appreciated. Please feel free to contact me if any further information is required.Thank you for your assistance.Sincerely,********************* ************* ********************
Business Response
Date: 11/15/2023
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Please be advised that Mastercard does not maintain cardholder account and transaction data, initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact their bank for assistance with the dispute.
Customer Answer
Date: 11/16/2023
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:

I tried to reach my bank but they don't answer me, so please if you don't mind you can contact PayPal to make refund of the payment IDs:
******************
******************
******************
******************

NOTE:
That's IDs is of the orders that's made in PayPal of the amount which is disputes in.
Please contact PayPal to do refund of that ID's payments or try to reach the bank which I deal with because I can't contact them and I am outside of the country so I can't visit the Bank

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

Sincerely,

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

Business Response
Date: 11/17/2023
As previously stated, Mastercard does not initiate refunds or dispute transactions, only the issuing bank does. The consumer should contact their bank for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service.
Customer Answer
Date: 11/18/2023
Better Business Bureau:
Okay I will try to reach them

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:11/06/2023
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 have priority destinations world elite master card which provides travel protections that includes travel interruptions such as flight delays and cancellations. I specifically applied for this card due to frequent travel. I purchased my entire travel with my card and on oct 8, there was flight cancellation by alaska air due to bad weather at *** which led me to miss my transfer flight from *** to ***. I had to stay overnight at a hotel and also purchase new tickets by a different carrier the next day. I tried calling mastercard for the next three days to get reimbursed for travel disruptions but they bounced me from **** to **** and they told me to call mastercard assist and after 1 hr and 48 min of filing a claim, they suddenly told me that it is FHB responsibility. FHB and mastercard are shifting the blame on each other when there is a clear obligation by the mastercard to reimburse me for hotel and new flight. Because ****** and hawaiian air gave me refund and credit, i am seeking from mastercard my hotel stay but on oct 31, someone from mastercard finally called me and told me they discontinued the travel disruption three years ago and I was not even notified! I just want reimbursement for my hotel stay which is about 500 dollars. I can prove the hotel charges upon request.
Business Response
Date: 11/09/2023
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Each issuing bank chooses which benefits to offer their cardholders. For any benefit clarification the consumer should contact FHB for further assistance.
Customer Answer
Date: 11/09/2023
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 would not have filed a complaint if I had not reached out to FHB already. They were the ones who advised to contact you to settle my claim.

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

Sincerely,

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

Business Response
Date: 11/15/2023
Issuing banks are responsible for advising their cardholders regarding any changes in benefits. Mastercard is not able to file a claim for travel disruption if the benefit was previously discontinued and is not currently active on the card. As previously stated, the consumer should contact FHB and request an updated guide to benefits.
Customer Answer
Date: 11/16/2023
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:09/25/2023
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.
Purchased a master card gift card and two movie tickets were purchased using it that was cancelled and both were refunded by the merchant . However only one refund came to the gift card. Other refund of $30 did not come to the gift card. Claim was filed and receipts showing that amount was refunded to the gift card by *** merchant was already sent to Mastercard. However there is no progress in the case and each time some additional information is requested. I asked to talk to the manager as well and they were not available. This has caused me lot of inconvenience.
Business Response
Date: 09/27/2023
Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

Please be advised that Mastercard does not maintain cardholder account and transaction data, initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. The consumer should contact the financial institution who issued the gift card for assistance. Typically,there will be a phone number on the back of the card where they can contact customer service.
Initial Complaint
Date:09/21/2023
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.
In April of 2023 I received a statement from CFNA with fraudulent charges. I called and reported these charges and they said they would submit a claim to Mastercard. I followed up on a few occasions but always heard the same thing. Up until August 14th **************************************************** that no claim was filed due to them starting a new system with Mastercard. They apologized and said they were to submit that one on August 14th 2023. I spoke with them about late charges and was informed they would take those off to keep my account in good standing as I am concerned it will go to collections and be on my credit report. I followed up with Mastercard today, 9/20/23. They informed me that they could not see any report that had been filed on their end but that it may take a day or two to "populate in their system". I informed them it has been an entire month and that I wanted to know what a day or two would do. I also asked to speak to a manager. They said I could not at this time and repeated what they already told me. I just want these fraudulent charges disputed, resolved and taken off of my credit report.
Business Response
Date: 09/21/2023
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 CFNA for assistance with the dispute.
Initial Complaint
Date:09/19/2023
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 contacted REI *********** Master Card on 9/8/2023 and requested that my card be restricted to prevent future charges from a merchant (*************-a software company for real estate agents). The merchant does not accept phone calls and email is the only option to correspond with them ****************** I cancelled my monthly subscription to this merchant via email on 9/8/2023. Agent at *********** recommended that I cancel my existing card and a new card would be re-issued and this would prevent the merchant from making future charges. I was issued a new card. However, the merchant was able to charge again using the restricted number even though that was not supposed to be possible. On 9/14/23 I was charged $45 by the merchant to the old card number even though I had been issued a replacement card. On 9/18/2023 I contacted credit card company and was told I needed to open a dispute with the merchant. I explained that it was the credit card company that had made the mistake by allowing a charge to go through on a cancelled credit card. I should not be in the position of having to dispute the charge - that was the reason the card was cancelled and replaced to prevent this from happening. I feel that the credit card company needs to correct the charge with the merchant. The charge should have never gone through. I followed up with a second email to the merchant on 9/18/2023. I have not received a confirmation that my email has been received by *************. I do not feel that I should have to go through the dispute process with *************. I do feel that the credit card company made a mistake and needs to correct the system that allowed the charge to go through in the first place.
Business Response
Date: 09/19/2023
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 but serves as the technology ensuring payments are processed. Cardholder accounts are maintained by the financial institution or bank at which they were opened. The consumer should contact *********** for further assistance.
Customer Answer
Date: 09/19/2023
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.
I will resubmit this complaint to Capital One.

Sincerely,

*******************************
Initial Complaint
Date:09/18/2023
Type:Delivery 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.
Was told that my prepaid credit card was compromised in March ******************************************************************************** a new card I have not received a single card yet and every couple of weeks I call asking about my new card they say they sent it and I am told to wait a couple more days so I do and then call again when I dont receive the card they say they have sent me 9 new cards and I have not received one yet
Business Response
Date: 09/18/2023
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. The consumer should contact the bank that issued the card for assistance with the replacement.
Customer Answer
Date: 09/19/2023
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
I have contacted the **** number over *************************************************************************** they sent a replacement card and I never received one ]

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

Sincerely,

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

Business Response
Date: 09/20/2023
As previously stated, Mastercard does not issue cards to consumers. We recommend the consumer verify the address they have on file with the card issuer if they are not receiving a replacement card at the correct address. Mastercard is unable to assist further.

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MasterCard International is NOT a BBB Accredited Business.