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

• 

  Pearl Card Gold Mastercard

  P.O. Box 23065 Columbus, GA 31902

• 

  MasterCard International

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

• 

  Pearl Card Gold Mastercard

  P.O. Box 23065 Columbus, GA 31902

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a mastercard gift card around Christmas time. I went to use it today and it did not work. It was still in the packaging just before I attempted to use it. The packaging was in no way damaged or visibly tampered with.I called mastercard customer service and was told that the card was purchased in early december and used at a target in a different county in early January. Additionally, I was told it was swiped at that target to make the purchase.This could not have possibly been me. First of all, I just removed the card from the packaging today. Also, I was not in the country at that time. Finally, I have never shopped at this target.I was displeased with the customer service experience. I was connected with someone who spoke very poor english and continued to tell me i used the card despite hearing my story. It was also very difficult relaying basic numbers and letters to make sure the complaint with mastercard would have the accurate information. Finally, he asked me to go to the purchaser of the card. What good does that do? We know the card was purchased since it once had funds. It is not reasonable or acceptable to ask the recipient of a gift to go complain to the giver that it doesnt work. The card was in fact purchased. What could the purchaser do at that point? Mastercard sees where the issue is, and needs to do a better job of protecting cards from theft. Mastercard charges buyers five dollars in addition to the fifty for the card. This company should have better theft and fraud control for this level of upcharge. This has been a waste of time. If not resolved appropriately, I will be filing a report with the *** given that the purchaser of this gift card and myself were defrauded of the amount. I will also file a police report and contact the California attorney general.I would like a replacement card for $50, which was the value of the card.

  Business Response

  Date: 04/08/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Mastercard does not issue cards directly to consumers and is not the administrator of the gift card account. We are the technology provider licensing our processing network to issuing and acquiring banks.
  
  We have escalated the consumers concern to the gift card servicing provider (****** Payments) for review and direct resolution of the complaint. A representative will be reaching out to the consumer to assist. 

  Customer Answer

  Date: 04/09/2025

  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: no action or resolution has been provided.

   

   

   

   

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

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

  Business Response

  Date: 04/10/2025

  Mastercard is unable to resolve beyond escalating the case to InComm Payments for review and assistance, which has already been done. The consumer will need to speak with ******. A representative will reach out to the consumer for direct resolution. 

• Initial Complaint

  Date:04/07/2025

  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.

  Hi, I am filing a complaint against Shop Your Way Mstercard for not honoring their promotional offer. They offer to reward their customer ******* bonus points after spending $1500 OR MORE WITHIN 11/01/2024 AND 12/1/2034. I JUST DID THAT AND SO FAR THEY HAVEN'T PAID **** have called them several time they just gave me the runaround.

  Business Response

  Date: 04/10/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Mastercard is a technology company that operates the Mastercard payment network and does not maintain cardholder account information. The Shop Your Way card and program are managed by the consumers issuing bank (********). We have escalated the complaint to ******** for review and direct resolution with the consumer. 

• Initial Complaint

  Date:03/04/2025

  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 have a dispute open with citi card . **** is claiming Mastercard is the one not providing any help to my case . I have provided all evidence to be in my favor but Mastercard is ignoring all evidence.

  Business Response

  Date: 03/12/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Regarding disputes,Mastercard only provides rules to financial institutions to assist in the dispute filing process. Financial institutions make the final decision based on the information provided and review of the chargeback rules, not Mastercard. These rules do not allow Mastercard to force any issuing financial institutions to accept or reject disputes on behalf of their cardholders nor to influence the card issuers decision.
  
  We have escalated the consumers complaint with ******** for review of the dispute. 
  

  Customer Answer

  Date: 03/12/2025

  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]

   The business is putting the blame on citi card but citi blames master card . It's just a bunch of excuses from both parties. Nothing has been done .

   

   

   

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

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

  Business Response

  Date: 03/13/2025

  Mastercard does not maintain cardholder account data,initiate refunds or dispute transactions on behalf of cardholders, only the issuing bank does. As previously stated, we have escalated the consumers complaint with ******** for review and direct resolution.

• Initial Complaint

  Date:03/04/2025

  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 ordered a Titanium Plus Mastercard, loaded it up with funds went home and found out that ****** and ************* doesn't accept the card after several attempts with different computers and internet connections. I went back to the store and asked for a replacement. The clerk explained to me that I require to have a personalized card to access ************* and to add it to *******When I first got the card, that was never explained to me. Now the company expects me to pay an additional $5.00 for a personalized card.

  Business Response

  Date: 03/12/2025

  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. We are 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. Typically, there will be a phone number on the back of the card where they can contact customer service. 

• Initial Complaint

  Date:02/26/2025

  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'm writing to express frustration with Mastercard's handling of my complaint regarding non-receipt of statement credits for Peacock Premium.Background:-Subscribed to Peacock Premium in 10/2024 using World Elite Mastercard.-Eligible for $3.00 monthly statement credit according to Mastercard's ***************************** of Events:-1/23/25: Contacted Mastercard, who claimed it was a Peacock issue. But ******* said Mastercard must give the credit. Filed a complaint. -1/31/25: Called Mastercard Spoke with supervisor ***. Now theyre claiming it was my credit card issuer. Its not.-2/7/25: Called again. Spoke with supervisor ****, who submitted my complaint again to the escalations team.-2/10/25: **** called, claiming escalations team said my card was inactive (false).-2/12/25: Called Mastercard again, & **** said she would follow up.-2/14/25: **** called saying escalations team would finally reimburse me for past statement credits & fix the issue going forward.-2/21/25: Called Mastercard again, & supervisor ***** said escalations team was still working on it.-2/26/25: **** called, now claiming I was not eligible (false). Because its only for new customers. I then read her from ********************* own ****************** (iv) are not currently a Peacock Premium or Peacock Premium Plus subscriber. Which I was not! Asked for her supervisor. Was transferred to Op Manager **** I detailed the timeline, highlighting ********************* of accountability. *** suggested sending another message to the escalation team. I refused, citing the delay, & asked for his supervisor's contact info. He provided **** email, saying she's a Sr. *** Manager.Issues:-Mastercard's failure to provide promised statement credits -Inconsistent & inaccurate information from Mastercard representatives -Lack of accountability & follow-through Request:-Reimburse me for past statement credits -Fix the issue to ensure future statement credits -Provide clear explanation for errors & delays

  Customer Answer

  Date: 03/23/2025

  At this time, I have been contacted directly by MasterCard regarding complaint ID ********, however my complaint has NOT been resolved because:

  [MasterCard contacted me on 2/27/25. But I dont think it was because of my BBB complaint. I had been in correspondence with them previous to the complaint. Nevertheless, I was told by a supervisor ****, that I will be receiving all of my owed credits dating back to October 2024. And going forward would be receiving my regular monthly credits Per their promotion. However, I only received 2 of the 5 owed back credits promised. And have not received a current credit for March. So all of my issues still persist!  ]

   

   

   

   

   

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

  Sincerely,

  ***** *****

  Business Response

  Date: 03/27/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  We have submitted a request to process credits for October, November, and December to close this out. The cardholder will receive these, in addition to already having received credits for these months from *******.
  
  The March rebate has not yet processed. 

  Business Response

  Date: 04/04/2025

  The consumer has now received all applicable credits. 

  Customer Answer

  Date: 04/07/2025

  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:02/25/2025

  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.

  I am now being charged a "Monthly Statement Fee" which were not the terms and never agreed to when I opened this account 1+ years ago so want to CANCEL & CLOSEOUT my account.I instructed ********************** **** SYNCHORONY to CANCEL & CLOSEOUT my account and send me my $$$ overpayment. Thank you,******* ******

  Business Response

  Date: 02/26/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.

  
  Mastercard is not the administrator of the consumers account and does not charge fees to cardholder accounts. We are the technology provider licensing our processing network to issuing and acquiring banks, who in turn, acquire cardholders and manage their accounts. The consumer should speak with ******************* for assistance with any fees that appear on the account. 

  
  

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My company purchased a $200 MasterCard gift card as a wellness prize. I took it on vacation to CA and after a single $28 purchase, it ceased to work. When I got home, I called the number listed and was told their AI flagged it as fraud. I had to submit copies of both sides of the card, the original receipt for the card purchase, my DL, and a utility bill. I did all that and they confirmed receipt by 1/17/25. Since then I have made 6 calls to the card center in **************. I was told by everyone I called that the paperwork had been received. First I would get a card in 10 days, then 20 days, then was told their "day" is 9 hours, so that meant ***** hours was actually ***** days. On 2/19 I was told that although it was confirmed they had the paperwork, the "back office" wanted it again. I believe this is a case where the "back office" gets a commission or fee for every card they say is fraud, and it's in their interest to make sure the cardholder gets so frustrated and doesn't have the time to keep going, so they get to keep the funds left (or MasterCard does).

  Business Response

  Date: 02/24/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  Mastercard does not maintain cardholder account data and is not the administrator of the consumers gift card. We are the technology provider licensing our processing network to issuing and acquiring banks.
  
  We have escalated the case with the gift card service provider (InComm Payments) for direct resolution of the complaint. 

  Customer Answer

  Date: 02/24/2025

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

  It does not appear that MasterCard has taken any responsibility, and have just forwarded it to someone else. Unless the other party resolves this in full, because it is a MasterCard-branded gift card, I believe they should make it right. I will await the "new party's" response, but reserve the right to continue the complaint if they deal with it like they have my attempts to resolve the issue to date.

   

   

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

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

  Business Response

  Date: 03/04/2025

  We will raise the issue with ****** Payments once again. The consumer needs to continue working with ******. As previously stated, Mastercard is the technology provider licensing our processing network to issuing and acquiring banks. We are not the administrator of the card and are not able to send a replacement card to the consumer, this needs to be done by InComm. 

  Customer Answer

  Date: 03/04/2025

  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]

   While MasterCard says the company that licenses their technology is fully responsible, I believe that MasterCard's license agreement with the licensee likely says they cannot do anything that causes harm to MasterCard. I believe that they have and continue to harm MasterCard's brand by their lack of response and run around. I requested a response from the company AGAIN today, but they have yet to respond. I don't think MasterCard can say my complaint is resolved until their licensee takes steps to rectify the problem, which would be sending me a new gift card for the balance remaining on the original card. Once they do that, I will consider the issue resolved, but not until then.

   

   

   

   

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

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

• Initial Complaint

  Date:02/12/2025

  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'm filing a complaint against MasterCard gift card company. They have awful customer **************************. They will not help you online if your card gets hacked which mine did. My mother-in-law gave me $100 MasterCard gift card for Christmas and it's February and I still haven't gotten it replaced. The case was settled in my favor stating it was fraud. Someone stole my card online at *******. I don't know how that happened. She went in the store to activate it and they still will not send me one. They said they have sent me one. There's no tracking so I can't prove that they have. It was supposed to be sent out on the 7th of January and then I had to wait 10 business days and nothing. I keep calling them back. They're very rude they won't resolve it. So I I just want all consumers to know not to ever buy those gift cards. You will not get any help. Even though it says zero liability you will not get any help. Basically they stole $100. I would just like them to send me my $100 gift card replacement. Oh

  Business Response

  Date: 02/12/2025

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

  Customer Answer

  Date: 02/12/2025

  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]

   I have contacted them multiple times and to no resolve 

   

   

   

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

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

  Business Response

  Date: 02/13/2025

  We have escalated the consumer's case to the gift card provider (InComm Payments) for review and direct resolution. 

  Customer Answer

  Date: 02/13/2025

  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:02/11/2025

  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 had used some money from my health app to get a gift card. I have some funds left on this gift card, but it says it's on a temporary hold after I tried to use it. I have attempted to use this card multiple times with it not succeeding, just now, finding out the reason why. The funds seem to be decreasing as well, as if someone has been using it.

  Business Response

  Date: 02/11/2025

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

  Customer Answer

  Date: 02/12/2025

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

• Initial Complaint

  Date:02/06/2025

  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'm owed $150 by the Mastercard Circles of Influence survey panel! I dedicated over a year of my time and my valuable opinions to the panel and then they decided to just up and close without allowing me to withdraw the last of my earnings! Upon contacting panel support they kept promising a resolution to withdraw my final funds, but, was finally told there was no resolution and I'm beat out of the money! I'm upset to discover that Mastercard is an extremely dishonest and unreliable company!

  Business Response

  Date: 02/11/2025

  Mastercard International Incorporated (Mastercard) is in receipt of the consumer complaint served on it in connection with the above-referenced matter.
  
  We have escalated the complaint to the panel provider for investigation and direct resolution with the consumer.