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MasterCard

Customer Service Ratings and Comments

MasterCard is ranked #221 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 18.20 out of a possible 200. This score rates MasterCard customer service and customer support as Terrible.

NEGATIVE Comments

13 Negative Comments out of 13 Total Comments is 100.00%.

POSITIVE Comments

0 Positive Comments out of 13 Total Comments is 0.00%.

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Terrible Overall Customer Service Rating
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  • This is about Mastercard's extended warranty service and may be completely unrelated to their normal credit card operations.

    I used my Gold Mastercard to buy a hard disk drive with a 1-year manufacturer's warranty, and three months after that warranty expired, so did the disk drive. I didn't worry because all my data was backed up, and I "knew" that I was covered by the Mastercard extended warranty that was standard with every eligible purchase. But MC's warranty division wanted me to get a professional inspection of the disk drive, which would cost about $99, or more than the cost of the product, and they said I would NOT be reimbursed for the diagnosis. I said that made no sense when the product had cost just $60, but they insisted I had no other recourse. I mentioned Visa had never treated me so badly when other disk drives had failed after the factory warranty had expired, but MC basically replied, "tough." I called again the next day and got the same treatment, only I was told I'd be called back. On the third day I was offered a refund for the disk drive if I shipped it to them. So I did just that, and in less than three weeks I received a check for $90, the cost of the product before the $30 rebate I had gotten for it. I had asked for only $60 and mentioned the $30 rebate in the letter, on the receipt, and on the MC statement, but they told me to cash the $90 check anyway.

    trasher98 2/9/10 5:06PM

  • We had a Mastercard for 14 years. Our FICO score is just below 900. We have almost no debt (no house payment for example). Have never have missed a payment and only used a fraction of the credit available from them.

    With that, I didn't think there would be much of a problem when I was dealing with the MasterCard customer service people and told them (in response to them asking) that I was not working at the present time because I went to take care of my parents. I have retirement income. No big deal.

    The rep immediately reduced our credit available from 40K down to $700, just above what we currently owed on the card. Cold and blunt and no rational explanation given.

    It won't happen again.


    GoVisa 2/5/10 9:03AM

  • Mastercard Customer Service Reps are no good they do not know what they are doing and cant give out details to your own account over the phone. I have been hung up on, put on hold too long and my questions not answered.

    I have filed Dispute Issues against Mastercard cause of the mishaps they have done to my account for the last year. From December 2008 and now they have put on extra late fees, extra over limit fees and interest rates are sky high cause of this problem. I have about 31 pages of dialog and fighting for my account. They wish to cancel my priviledges cause of this.

    I feel as a consumer they are scammers and liars. This is the worse credit card company to work with now and anyones future. I am filing with my attorney general and better business bureau cause of the problems I have come into with Mastercard. My bank is working with me on this Dispute Issue against them and cause of all the problems that their members are having they have switched from Mastercard to Visa. My bank said I am the only one that has the worse problems with Mastercard. They are a joke and everyone out there should read this and know this something needs to be done about extra fees on their accounts. Even when they lose a money order payment and they claim they didnt get it when you trace the money order and find out that they did cash it. Now thats sad isnt it.

    Upset South Dakota going to fight back

    Dispute Issues in South Dakota 1/14/10 9:16PM

  • Let me tell you what I have been through with Customer Service with MasterCard Issues:
    October 21 2009 at 12:45pm I spoken with cust svc rep Shannon was on hold and then she hung up the phone and I was upset and called back right away.
    October 21 200 9at 12:53pm spoken with cust svc again and asked for a supervisor. They put the supervisor name of Marie told her what happend and she helped with the following below:
    Checked my status and looked into my acct marie said she can only remove 1 late fee & 1 over limit fee from my balance. Late Fees $34.00 and Over Limit Fees $29.00 which gives me a total of 63.00 removed off my account.

    I had a change of address, Mastercard didnt NOT change my address and that would cause problems when I got my mail cause cust svc stated that they didnt get the change until October 19 2009 when I have been living here for a year. I would always check the box for change of address everytime I send in my payments to them. Mastercard would add on more fees to my account and the payments would be late.

    I told cust svc that since my move that my bank said all late fees/overlimit fees/interest rates charges should be removed cause of their mishap. Cust Svc said they could Only take off one time offer only.

    I asked Customer Svc why I didnt receive no statment from Mastercard for the month of September & October 2009. The rep didnt know nothing and couldnt give me no details why I didnt get a statement in the mail for payment. So cause of no statement in the mail this is where Mastercard added on more fees to my account.

    The rep stated how much my balance is on their end which shows $1908.46 but the last payment they received was August 24 2009 for the amount of $150.00. Cause Mastercard never sent me an statement in the mail for payments.

    October 24 2009 (AM call) I spoken with a rep name of Ashondra about my account. I was curious of what payments they received cause I kept a dialog of all payments I sent to M/C by money orders and the tracking #'s. Ashondra repeated over the phone the payments received when and for the amount.The rep didnt confirm the payment in the month of December 2008 for 150.00. I told her that I have a tracking # from the money order and she said MasterCard never gotten a payment for this month. So since December 2008 Mastercard added more charges for a whole year to my account over limit fees/late fees and my interest rate went up higher cause of their mishap. I asked the rep if I could give her the info and she said it wouldnt do no good on their records. I thought wow really. I was upset cause now they are messing with my credit and my payment status.

    October 30 2009 (AM Call) I spoke with a rep Jennifer she said to me that they cant deduct nothing from my account until they have a copy of the money order that is missing M/C didnt get as a payment in the 2008. I told Jennifer I will be filing for a Money Order Claim Card. I stated that Master Card will get into trouble for the extra fees placed on my account.

    October 30 2009 (AM call) I called 800-542-3590 to see if I can trace the Money Order over the phone. To see who cashed and when? I found out it was cashed on January 3 2009 for the amt $150.00

    November 2 2009 I paid $12.00 more to trace my money order from December 2008 that MasterCard losted as they claimed. I think that I need to reimbursed for the losted money order that M/C lost on their end they claim.

    November 18 2009 I received in the mail from Money Gram International mailed a copy of the missing money order. And guess what? MasterCard cashed my money order on January 3 2009 its states it on the copied Money Order. And MasterCard said they dont have it and never cashed my money order. They are liars and this is why so many consumers are complaining about issues from credit card companies.

    Now with the poor customer service help they claim they have and having their reps lie to consumers this is why now Im filing for a "Dispute Issues against MasterCard".

    Im also filing Dispute Issues against Mastercard with Better Business Bureau and with our Attorney General for complaints that I have against Mastercard. I have paid in over $2500.00 on this credit card and my limit is $2000.00 I havent used this card since June 2009.

    Now they wish to cancel my priviledges with Mastercard cause of their mishap. I dont think so I have been trying to build my credit line and Im not letting no credit card company ruin my credit line for their lies and deceptions.

    Dispute Issues in South Dakota 1/14/10 9:08PM

  • What a dreadful experience having a Mastercard. Some of the most repugnant people in the world seem to be in their employ.

    I have had a Mastercard for over 12 years...I've never had a payment issue and use maybe 25% of my credit limit.

    I was $26.00 short on their minimum payment so they put a hold on my card. They never contact you to tell you this. After I contacted them, I corrected the situation and they took the hold off. The point is why would they do that too a reliable client.. It put me in a very uncomfortable situation and was basically a big pain in the ass.

    I am paying off the total and will be done with them. Mind-boogling that they shut you down over $26.00 after years of loyalty.

    So Ièm shutting them down. Also, contacting them to find out what happened was a dreadful experience full of waterheads & phone transfers.

    andrewmn 12/15/09 8:33AM

  • i had the most horrible experience with mastercard . I contacted customer srevice in oct 09 to filev a dipute against a tooth whitening company for charging my account multiple times for somthing i never authorized. I was told it was my responsibility to contact the merchant which i thought was crazy but of course i complied. The numbers i was given by mastercard for the companies that wre charging my card were bogus . So therfore i could not make contact with all the companies. I contacted mastercard back explained the situation i was told not to worry if anything beyond this point was to be charged i would not be responsable. I was also told there was no point in cancelling the card because i was inrollled in a membership with ongoing monthly charges and they would automatically have acsess to my new card. but not to worry because of course i wouldnt be held responsible.Well none of this turns out to be true. i recieved a letter stating i lost the dispute and i was responsible for all the charges including anything after i started the dipute. What the heck!!!!! That company should have been immediatley flagged for fraud and no more charges should have gone through. I spoke to quite a few horrible customer service people some just gave me horrible info i obviously should have cancelled the card immediatley it would have saved me alot of money!!!!Others were just down right rood and nasty my favorite was JANE ID # 5282. She was the nastest customer service person i have ever delt with she was just unwilling to help and told me she was tyhe highest up supervisior there was and she wasnt going to help me.What the hell is the point of customer service and fraud protection!!!!!! Well of course now i have cancelled the card and every other mastercard i own including taking mastercard for my business.I will continue to fight this And will tell every human i come in contact with which is alot i cut hair that mastercard sucks!!!If this was on my american express this would have never happened.I didnt want to use them in my business because the fees are higher but you always get what u pay for!!!!!

    pissed off 11/19/09 6:36AM

  • They're customer service is horrible. No one can help me, I have talked to 8 different people, and everyone keeps transfering me to other people who do not answer their phones. I have been on hold for over two and a half hours and have made no progress on my issue. They have encouraged me to close my account and have seriously considered it.

    Anonymous 11/16/09 6:34PM

  • mastercard offers extended warranty on purchases made with mastercard - ie double manufacturers warranty up to 1 year. In fact - they do not. they do NOT COVER loss or damage resulting from - NORMAL WEAR and TEAR, abuse neglect or INHERENT product defents. Pretty much excludes every situation. Bogus service!!

    fedup 11/13/09 3:42PM

  • Nor can you send them an email. FRom their website it looks like they will only accept phone calls, and there record here is evidently dire.

    Nulat 10/7/09 6:46AM

  • While trying to purchase airline tickets, I was denied. Had to wait until the credit union opened to see why. A small box popped up and wanted my social security last 4 digits, fine. Then they wanted a phone number. I entered my cell. "Our records don't match" How the heck does someone know what number they used 10 years ago when opening an account, let's see work, home, cell, which can all change by the way. The credit union blames Mastercard, but no way to talk to them.

    xena1962 8/12/09 6:48AM

  • on hold with customer servive for 15 minutes now so i had plenty of time to tell everyone how poor their service is

    Anonymous 7/26/09 7:59PM

  • After being transferred many times trying to find out why my card was not being accepted I was finally given a phone number to call only to find out they weren't open. I wasted two hours trying to use my card and another hour finding out nothing.

    Anonymous 3/14/09 2:18PM

  • February 11, 2009

    Capital One:

    As one of your customers, I was amazed to find out what type of customer service your company has to offer. I have never in my 49 years experienced such a lack of concern when my husband and I asked for your assistance on a disputed charge. We have been transferred repeatedly, screamed at and hung up on, transferred to supervisors who can’t even speak English.

    We have been trying to resolve a charge dispute which happened on December 2, 2008. After numerous attempts, filling out forms, faxing and mailing, long phone calls, and so on, the problem is still not resolved. On January 27, 2009, the charge was put back on our charge account with Capital One. After another 2 hour phone call and 4 or 5 transfers to different people, and being hung up on…the charge still remains.

    My husband, Michael, spoke to a company (Prestigeman Management) via the phone about purchasing “business leads” as he is a financial advisor. The conversation was something to this effect: The company said give us your credit card information and we will fax you a contract with a sample of our “leads” (which we never got) and then if you agree to and sign the contract, we will send you “leads” on a monthly basis/charge. Again, we never got anything from this company after telling them that their contract was a gimmick and we refused to sign. However, the company, without authorization for a specific amount, charged us anyway to the sum of $275.00. The company, Prestigeman, has an “F” rating with the Better Business Bureau with many, many other complaints of fraud and deception.

    We just don’t understand why we, as your customer, should have to defend ourselves to you. It seems like you are representing the fraudulent company instead of us, your customer. I have never in my life refused to pay a bill that I owed. My husband and I feel like we have been placed in the position where we have to defend ourselves against trash companies who take someone’s money and give no product in return.

    Why is it that we should continually have to fight for this charge to be removed? Where is your loyalty to your customers? I have attached documentation from the BBB that will support my claim that Prestigeman is a fraudulent company with an “F” rating. I have attached my original form that you asked me to fill out. My husband and I have done everything that we can possibly do to prove that we did not get a product in return for the charge; we never authorized a charge in that amount; and we never signed an agreement with the company.

    Thank you for your assistance,

    Pamela L. Denniston
    63204 Logan Way
    Bend, OR 97701

    Pam 2/11/09 3:03PM



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