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

• 

  MasterCard International

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

• 

  MasterCard Canada

  600 - 121 Bloor Street E Toronto, ON M4W 3M5

• 

  Finicity

  434 W Ascension Way Ste 200 Murray, UT 84123

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:04/10/2023

  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.

  Mastercard ran a promotion promising a $10 statement credit if you (a) registered your Mastercard for NY Restaurant Week and (b) spent $45 or more at a restaurant using your Mastercard during said Restaurant Week. You were allowed to do this up to three (3) times. The "terms and conditions" of the offer stated that the credits would be paid within ***** business days. I registered my Mastercard for Restaurant Week (see attachment evidencing this). I then visited *************************** on January 20 and January 21, 2023 using my Mastercard and spending the required amount. Despite phone calls and emails with Mastercard and promises from them I would be credited by now and that I was "on the list" to receive the credit, it is now 2.5 months later and I still do not see the credits and my recent inquiries have been ignored. I am requesting the two (2) $10 credits to be applied to my statement as soon as possible.

  Business Response

  Date: 04/17/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  We have checked with the promoter who advised that the consumers outstanding credits were issued on 4.7.23.

• Initial Complaint

  Date:04/03/2023

  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.

  On or around 3-31-23 I reached out Master Card International regarding a fraudulent charge in amount 200.usd after notifying this company they simply ingnored my complaint in transfer to *************** who than just simply hunged the phone up in my face

  Business Response

  Date: 04/03/2023

  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 *********** for assistance with a transaction dispute.

• Initial Complaint

  Date:03/31/2023

  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.

  Hi, On 2/13/23 I used the vanilla gift card for $25. at *********** Not thinking I would need the card anymore I properly discarded it. At a later date I had to return the merchandise to ********** and received credit on the gift card. I contacted ******* gift card and they said to supply them with the original receipt showing purchase on the card and they can help treating it as a lost or stolen card. So along with the receipt I also included the vanilla packaging and my drivers license. I received a confirmation email that said it may take 30 days (Feb 24 23 sent) I waited a month and emailed again.(3/30/23) I received a follow up email saying please send receipt, which I did and afterwards I followed up with a phone call. I called ************ and spoke to a ********. She would not give me a address for the business or even a city. She only said it was in Georgia. I beleive all the above is fraudulent business practices. A way to stall the customer, deceive the customer and hang up on the customer. So when I asked ******** am I getting a refund she said she could not answer that. I asked for a supervisor and she hung up on me.

  Business Response

  Date: 04/03/2023

  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. We are only the technology provider licensing our ****************** to issuing and acquiring banks, who in turn issue cards and acquire cardholders. Please have the consumer contact ******* gift card for assistance.

• Initial Complaint

  Date:03/29/2023

  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.

  A mastercard "the perfect gift" card was purchased in 2021. We just found the gift and opened up the case and inside was a $ ***** gift card. Someone paid for this card and gave it to me as a gift. Unfortunately there is an expiry date of 01/21 on the card. When I attempted to contact the number on back of the card, the individual mentioned there was no balance and expired. It is impossible there was no balance, it was still in the package it was purchased in. The individual then hung up (extremely ignorant service). There should be no reason an expiry date should be on a gift card. Mastercard is responsible for providing these cards for sale and should honor them outside any expiry date. I will be contacting the better business bureau about this because I am assuming it is against the law to put an expiry date on a gift. And to have the service area lie direct to me is another thing.

  Business Response

  Date: 03/30/2023

  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. We are only the technology provider licensing our ****************** to issuing and acquiring banks, who in turn issue cards and acquire cardholders. Please have the consumer contact the financial institution or bank where the card was issued for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service.

  Customer Answer

  Date: 03/31/2023

  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 called the number on the back of the card and the individual indicated there was no balance even after I explained the card was never removed from its *****************.  To contact the financial institution is a bit difficult since the card does not provide one and I can only assume it was purchased at a retail store.

   

   

   

   

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

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

  Business Response

  Date: 04/11/2023

  As previously stated, Mastercard is unable to service the consumers request. The issuing financial institution is typically printed on the back of the card. The consumer may call the financial institution directly or contact the Mastercard Assistance Center for assistance with being connecting.

  Customer Answer

  Date: 04/11/2023

  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:03/29/2023

  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.

  Date of transaction ranging from October 2022 to January 2023. I live down stairs of ******************************************************************************. I shared apartment with a lady who live up stairs. Her name is ***************************. Some how she stole my ***** Master card and purchase over $ ****. 00 items from ****on. Clearly outline on the information I uploaded. When I contact the master card company they reimburse me the money. States they will contact ****** and conduct a proper investigation. After few week of investigation, they said its someone living in the same house that use my card. They held me responsible for all those purchase, charging my card $ ****. I told them I have my card with me all the time. I have no idea how she steal my card. Im not responsible for all that money. I need it back on my card.

  Business Response

  Date: 03/30/2023

  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: 03/31/2023

  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:03/28/2023

  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.

  Purchase of gift card from Mastercard Gift Card of $250 in December. Error occurred during activation process which was then directed to call customer service number on back of card ***************). When calling to discuss matter and request a new card be issued, I was told that I must FAX to a number provided including: copy of card, receipt of card purchase , personal address, phone number, drivers license, etc. I was told after faxing, that processing would take 4-7 business days. Once processed I would issued a new card. After calling numerous time over the course of 3-4 weeks I was told that no information was received. I was denied every phone call to speak with a manager. I was told there was no alternative contact number or email address to resolve the matter. That I could continue faxing personal information until received and processed and that there was nothing further they can do. I have still not received a new card, or compensation.

  Business Response

  Date: 03/29/2023

  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 but serves as the technology ensuring payments are processed. Cardholder accounts are maintained by the financial institution or bank through which they were issued.Please have the consumer contact the financial institution or bank where the card was issued for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service.

  Customer Answer

  Date: 03/31/2023

  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]

   

   

   

   

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

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

  From: ************************* <************************************************************;
  

   

  Good Afternoon,
  
  I was directed to email in regards to my case if there was disagreement with response or need to pursue further. I have attached the business response. I am interested in pursuing this matter further due to the fact that the card was not purchased by a bank or financial institution. It was purchased from a retail store (******). In addition, the customer service number on the back of the card is the number I have contacted numerous times, and each time have been requested to fax my personal information listed in the complaint. I have been denied to speak to a manager, or given any alternate contact in order to resolve this matter.

  
   
  

  Business Response

  Date: 04/03/2023

  As previously stated, Mastercard does not maintain cardholder account data. We are only the technology provider licensing our ****************** to issuing and acquiring banks. As such, we are unable to assist with the consumers inquiry. The consumer should continue working with the card issuer who can be reached at the phone number provided on the back of the card.

• Initial Complaint

  Date:03/20/2023

  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.

  On 19AUG2022 I purchased a custom couch from Interior Define (ID) for $5,266.36. The company has since filed bankruptcy and been accused of committing widespread fraud totaling in excess of $100M. On 20FEB2023 I received written verification from ID that my order would not be fulfilled. I attempted to be recompensated from Mastercard by filing a dispute, but as sixty (60) days had elapsed since the original date of purchase, my consumer protections, vis--vis Mastercard policy, were voided. I had no idea how vulnerable such policies would leave me. This is unacceptable. I spend upwards of $200K+ on my Citi Mastercard annually, paying off every monthly balance in full, even when my bill is close to $50K, and have been a loyal patron to the AAdvantage program for more than ten (10) years. In fact, I will reach 1M miles by the years end and am appalled by the lack of consideration I have gotten for this uniquely abysmal situation. People buy things requiring extended lead times often. Custom furniture is by no means an exception to this rule. Yet, apparently by Mastercards policy, we as the consumer are to assume 100% of the risk associated with these transactions regardless if we receive the merchandise at all. It should be noted too, that **** does offer safeguarding in these instances, so this policy is in essence, discretionary. As is clearly my mistaken choice in allegiance to this particular payment processing network for all of these years.Please, there must be something you can do.Thank you,-***************************

  Business Response

  Date: 03/22/2023

  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. We have escalated the complaint with **** who will reach out and resolved directly with the consumer.

• Initial Complaint

  Date:03/14/2023

  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.

  I have purchased many gift cards and I have gotten many that were tampered with and I have always been refunded bc they knew it was tampered with and I didnt need a receipt they just sent me a new card . This time I am stuck with 3 100$ gift cards that were tampered with and were not refunded actually I was told wont be refunded. Here bc of this I had to look into the bigger picture and after calling a few times being hung up on and faced with dumbfounded silent master card employees I have been able to figure out for sure who the real scammers are. So I guess the big lie is that ppl go in take gift card from stores scratch a number and Cvv then put back on shelf so when I come to buy it they then take the money off. That would make sense and I have no clue how this is not a big discussion main stream bc what does scratching a number off a card have to do with the card working when it is scanned at register?? Correct answer it doesnt. The writing on a card does not constitute the bar code scan. That would be like saying if u scratch off serial number on a tv the tab wont work or if u remove a cars vin the car wont start. So first I would really like a reason as to how my card does not scan at store and gain whats written on card does not make the card not scan. Two employees were silent and one told me yea only the maker of the card could cause the card not to work. So why are we pretending there are scammers scratching numbers off. I from the answers I got from employees the only scammer is the maker of the card I just cant believe everyone is pretending it makes sense that a card wont register if a number is missing. Anyway I will attach the cards I need refunded also why cant but elk me the missing number from the serial number if there is a serial number and ur employees ask for it it has to be registered and only way to reg is to the card number. Plz refund the 200 that for now u guys stole and make hundreds of thousands on by making bar code not work

  Business Response

  Date: 03/20/2023

  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. We are only the technology provider licensing our ****************** to issuing and acquiring banks, who in turn issue cards and acquire cardholders.
  
  Please have the consumer contact the financial institution or bank that issued the cards for assistance. Typically, there will be a phone number on the back of the card where they can contact customer service.

• Initial Complaint

  Date:02/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged an annual fee of $89.00 on a credit card I did not activate and had applied for one month prior.

  Business Response

  Date: 02/23/2023

  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 but serves as the technology ensuring payments are processed. Cardholder accounts are maintained by the financial institution or bank at which they were opened.Please have the consumer contact the financial institution or bank where the card was issued for billing assistance.

• Initial Complaint

  Date:02/21/2023

  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.

  I registered my Mastercard for the Priceless promotion on *** Restaurant Week. Part of the promotion was a $10 rebate for $20 spent at ** Transit. I visited a participating restaurant and received the $10 rebate as promised. However, I spent $21.90 on ** Transit and did not receive the rebate included in this promotion. The charge showed up on my credit card statement as "*********************************************************." The purchase was made at the ** Transit ticket window at the ********************************************************************* as indicated on my paper receipt. I am attaching images of the charge as it appears on my statement and the paper receipt I received at time of purchase. I am sure if you check merchant number ****** you will find that it is ** Transit., Note that on the bottom of the receipt it says *** indicating location of purchase. I would like my $10 credit applied to my Mastercard account.

  Business Response

  Date: 03/06/2023

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  The promoter has a running list of statement credits and will be issuing any outstanding rebates owed for the ************** Week promotion within the next few weeks.

  Customer Answer

  Date: 03/06/2023

  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]

   This generic response does not say whether the credit will be issued. It just says it will issue outstanding rebates, but not specifically to ME. I would like to know if I will receive my rebate,  I am attaching image of purchase receipt. 

   

   

   

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

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

  Customer Answer

  Date: 03/22/2023

  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]

  After investigation it has been determined the consumer did not receive statement credit for the transaction mentioned. The transaction has been added to the promoters outstanding list of missing credits and will be awarded to the consumer after 3/14.

   

  I have given the business a week to issue the statement credit. Thus far, it has not yet been applied.n 

   

   

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

   

   

   

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

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

  Business Response

  Date: 03/27/2023

  We confirm the consumer has been added to the list of outstanding credits to be refunded. Refunds can take up to 30 days from the time the list was submitted to the promoter.