Mastercard is in receipt of the consumer complaint dated June *, Unfortunately, MasterCard does not have access to account holder information, since MasterCard does not issue cards directlyFinancial institutions issue cards and maintain account holder information Here
is how the process works: • Cardholders should submit a transaction dispute within two billing cycles once a transaction has been posted to their account (generally days). If the dispute is due to undelivered goods or services, then days• The issuing bank reviews the information provided by the cardholder to determine whether, in accordance with MasterCard rules, a) additional information should be requested from the merchant's bank or b) if the dispute warrants to directly charge the disputed transaction back to the merchant's bank• The merchant's bank may accept responsibility for the transaction or provide evidence or information to resolve the dispute• The issuer may then determine (perhaps after a further consultation with their cardholder) whether the dispute may be continued under the rules provided by MasterCard• This process is called a chargeback cycle and may take between several weeks up to several monthsIf the issuing bank and the merchant's bank cannot agree on who is responsible for the transaction they may ask MasterCard to arbitrate We recommend they contact their card issuing bank so they may determine if there is any possible assistance or recourse in resolving a dispute with the purchaseYou can read more about the Chargeback process at *** Regards, Tracy H*** Specialist Global Contact Center Management Mastercard *** *** * *** ** ***
*** ***
Revdex.com:
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 yet to receive the credit of
$from rental car company that is being disputed
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
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,
*** ***
Hello- In reference to the above complaint, below is Mastercard’s response: Mastercard processes dispute arbitration cases from card issuing financial institutions and merchant bank financial institutions as quickly as possible. Multiple factors involved in the processing,
complexity and documentation of arbitration dispute influence and determine resolution time periods. Mastercard apologizes for any dissatisfaction with the resolution time of this dispute. Regarding the debit or credit of funds, Mastercard does not debit or credit cardholders &/or merchants. The timing and factors of cardholders or merchants account funds being held, debited or credited is controlled by the cardholder’s financial institution or the merchant’s bank. These policies and terms are established and agreed upon between cardholders and merchants and their respective financial institutions through separate agreements outside of Mastercard. Overall, the chargeback and dispute process is transparent and published online in Mastercard’s Chargeback Guide. When an issue arises between the issuer (representing the cardholder) and the acquirer (representing the merchant) the chargeback process is documented to address the specifics of a transaction. The acquiring institution in fact processes the chargeback and holds the contract directly with the merchant and is positioned to address the specifics of a particular transaction. Sincerely, Trinita R*** Consultant Customer Operations Specialist *
*** * *** *** *** ***
*** *** *** * *** ** ***
*** *** * *** ***
Hello- Mastercard is in receipt of the consumer complaint dated February **, in regard to the attached referenced matterOur response is noted below As it relates to the cardholders query: “ Unable to opt out of service (Mastercard SecureCode) and unable to contact the
SecureCode agencyEasy to sign up, unable to opt outThis "service" makes it impossible to purchase items on some websitesTherefore, I would like to opt out so that I can simply enter card info and make a purchase, just like any other website“ SecureCode service is managed by the institution that issued the card to the customer and the issuing bank is the customer’s first point of contact for any Secure code queries The customer/cardholder has to reach out to the issuer (issuing bank) to opt out of SecureCode , as this support process is not managed by Mastercard directly Sincerely, Trinita R*** Consultant Operations & Technology
*** * *** *** *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
My problem is not based on the policies of the issuing bank, but on the policies of MasterCard. I have been contacted by BarclayCard in response to my Revdex.com complaint and they claim to be trying to correct the issue (something that I have heard numerous times before).
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Hello, As a follow-up to Complaint ID No. [redacted], Mastercard has confirmed with the cardholder’s issuing bank that their team used “RPCS”, Recurring Payment Cancellation Service, to block the merchant from billing the account. The Mastercard Assistance Center has also contacted the cardholder to verify the recurring payment has stopped. The cardholder advised he will check to see of the charge occurs again this month. The Mastercard Assistance Center also provided him, their contact number should the cardholder need additional assistance. Merchant banks and issuing banks sign up for a MC program that enables recurring payments for subscription type services like telephone, utilities, etc. as a benefit to cardholders, so payments are made timely. If you change your card number and you have recurring payments to pay your monthly bill on that card number, your bank and merchant will bill your new account. If you wish to stop a recurring payment, please contact the merchant. Regards, Tracy H[redacted] Specialist Global Contact Center Management Mastercard [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Those calling us are telling us that when they call [redacted] to question a charge on the invoice, [redacted] is telling them to contact the vendor and giving out our phone number even though we are not the vender. [redacted] needs to remove our phone number from the profile of NKN Marketing as we are not affiliated with them in any way. [redacted] needs to stop giving out our phone number.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I do not accept the assertion that it is completely outside of the control of [redacted] as our phone number is being erroneously printed on [redacted]'s statements but I will proceed in faith that they will work to resolve the issue.
Sincerely,
[redacted]
At this time, I have been contacted directly by MasterCard International regarding complaint ID [redacted] My complaint IS RESOLVED subject to my receiving the $157.15 check in the mail as per the attached document.
[Your Answer Here]
In order for the Revdex.com to...
appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The business has responded and a copy of the response is attached for your review.Please keep us informed of the status and resolution of your complaint.Thank you.
Hello- [redacted] is in receipt of the referenced consumer concern, dated 7/* regarding [redacted] giving out their company phone number. After our research in a review of all globally active [redacted] owned phone numbers written and/or systemic, we have been unable to determine how...
the phone number in question would have been provided by [redacted]. [redacted] also has no direct affiliation with NKN Marketing. Sincerely, Trinita R[redacted] Consultant Customer Operations Specialist [redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
Hello, Mastercard is in receipt of the consumer complaint dated June **, 2017. Unfortunately, the customer service center phone number provided on the cardholder’s claim is associated with the issuer’s contact center. Please contact the bank that issued your card if you need...
assistance or have any questions with your account. Typically, there is a customer service number listed on the back of your card. So you are aware, MasterCard does not issue cards directly to consumers. MasterCard licenses its' processing network to banks, who in turn, acquire cardholders and manage cardholder accounts. Or you can also contact the MasterCard Assistance Center at ###-###-#### or ‘Collect’ by dialing +###-###-#### and one of our representatives will assist in connecting you to the bank that issued your card. Regards, Tracy H[redacted] Specialist Global Contact Center Management Mastercard [redacted]
[redacted] is in receipt of the consumer complaint dated June *, 2017 in regard to the attached referenced matter. Also noting, the original Revdex.com complaint received was forwarded to InComm ( Program Manager/Processor for Bancorp). As [redacted] does not maintain customer account information,...
below is the direct response from InComm. I am unable to confirm if they have directly connected with the cardholder. [redacted] has not communicated with the cardholder as this was handed over for direct handling with the processor . Per InComm: [redacted]’s OneVanilla [redacted] received several preauthorization requests from the merchant Econo Lodge on May **, 2017 for amounts ranging from $528.00 to $540.00 which were all denied due to insufficient funds. As per our terms and conditions it states; “With certain types of purchases (such as those made at restaurants, hotels, or similar purchases), your Card may be “preauthorized” for an amount greater than the transaction amount to cover gratuity or incidental expenses. Any preauthorization amount will place a “hold” on your available funds until the merchant sends us the final payment amount of your purchase. Once the final payment amount is received, the preauthorization amount on hold will be removed. During this time, you will not have access to preauthorized amounts. If you authorize a transaction and then fail to make a purchase of that item as planned, the approval may result in a hold for that amount of funds.” On the same date, May **, 2017, a preauthorization request for $432.00 was approved. This transaction settled on May **, 2017 for an amount of $360.00. The available balance on the card is $90.00 and we encourage [redacted] to use the card to deplete the balance. Please note the terms and conditions still apply and are available via our website [redacted] We truly value our OneVanilla cardholders and sincerely apologize for any inconvenience this has caused [redacted]. >END< Sincerely, Trinita R[redacted] Consultant Customer Operations Specialist [redacted] | Global Contact Center Management [redacted]
Hello- Mastercard is in receipt of the consumer complaint dated March *, 2017 in regard to the attached referenced matter. Our response is noted below. Please be advised that Mastercard does not maintain accounts. As a result, any account information is maintained by the bank or...
financial institution that issues the Mastercard card and it is the bank or financial institution that also would close a credit card account, and reverse fraudulent charges made as noted within the complaint. Mastercard has handed over the details of the complaint to Synchrony for direct handling. In addition, the cardholder should reach out to Synchrony for further direct support with the matter. Sincerely, Trinita R[redacted] Consultant Operations & Technology [redacted]
[redacted]
[redacted]
Hello- In reference to the above complaint, below is [redacted]’s response: [redacted] has directly reached out to [redacted] to collect additional facts. We have determined the source of the issue, is outside of [redacted]’s direct authority to resolve as this may be related to a third party vendor that we are still working to identify. In speaking with [redacted], it was communicated we will partner directly with him until resolution as we continue to research. Sincerely, Trinita R[redacted] Consultant Customer Operations Specialist [redacted] | Customer Intelligence and Experience [redacted]
Mastercard is in receipt of the consumer complaint dated June *, Unfortunately, MasterCard does not have access to account holder information, since MasterCard does not issue cards directlyFinancial institutions issue cards and maintain account holder information Here
is how the process works: • Cardholders should submit a transaction dispute within two billing cycles once a transaction has been posted to their account (generally days). If the dispute is due to undelivered goods or services, then days• The issuing bank reviews the information provided by the cardholder to determine whether, in accordance with MasterCard rules, a) additional information should be requested from the merchant's bank or b) if the dispute warrants to directly charge the disputed transaction back to the merchant's bank• The merchant's bank may accept responsibility for the transaction or provide evidence or information to resolve the dispute• The issuer may then determine (perhaps after a further consultation with their cardholder) whether the dispute may be continued under the rules provided by MasterCard• This process is called a chargeback cycle and may take between several weeks up to several monthsIf the issuing bank and the merchant's bank cannot agree on who is responsible for the transaction they may ask MasterCard to arbitrate We recommend they contact their card issuing bank so they may determine if there is any possible assistance or recourse in resolving a dispute with the purchaseYou can read more about the Chargeback process at *** Regards, Tracy H*** Specialist Global Contact Center Management Mastercard *** *** * *** ** ***
*** ***
Revdex.com:
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 yet to receive the credit of
$from rental car company that is being disputed
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
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,
*** ***
Hello- In reference to the above complaint, below is Mastercard’s response: Mastercard processes dispute arbitration cases from card issuing financial institutions and merchant bank financial institutions as quickly as possible. Multiple factors involved in the processing,
complexity and documentation of arbitration dispute influence and determine resolution time periods. Mastercard apologizes for any dissatisfaction with the resolution time of this dispute. Regarding the debit or credit of funds, Mastercard does not debit or credit cardholders &/or merchants. The timing and factors of cardholders or merchants account funds being held, debited or credited is controlled by the cardholder’s financial institution or the merchant’s bank. These policies and terms are established and agreed upon between cardholders and merchants and their respective financial institutions through separate agreements outside of Mastercard. Overall, the chargeback and dispute process is transparent and published online in Mastercard’s Chargeback Guide. When an issue arises between the issuer (representing the cardholder) and the acquirer (representing the merchant) the chargeback process is documented to address the specifics of a transaction. The acquiring institution in fact processes the chargeback and holds the contract directly with the merchant and is positioned to address the specifics of a particular transaction. Sincerely, Trinita R*** Consultant Customer Operations Specialist *
*** * *** *** *** ***
*** *** *** * *** ** ***
*** *** * *** ***
Revdex.com:At this time, I have not been contacted by MasterCard International regarding complaint ID ***Sincerely,*** *** ***
Hello- Mastercard is in receipt of the consumer complaint dated February **, in regard to the attached referenced matterOur response is noted below As it relates to the cardholders query: “ Unable to opt out of service (Mastercard SecureCode) and unable to contact the
SecureCode agencyEasy to sign up, unable to opt outThis "service" makes it impossible to purchase items on some websitesTherefore, I would like to opt out so that I can simply enter card info and make a purchase, just like any other website“ SecureCode service is managed by the institution that issued the card to the customer and the issuing bank is the customer’s first point of contact for any Secure code queries The customer/cardholder has to reach out to the issuer (issuing bank) to opt out of SecureCode , as this support process is not managed by Mastercard directly Sincerely, Trinita R*** Consultant Operations & Technology
*** * *** *** *** ***
*** *** *** * *** ** ***
*** *** * *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
My problem is not based on the policies of the issuing bank, but on the policies of MasterCard. I have been contacted by BarclayCard in response to my Revdex.com complaint and they claim to be trying to correct the issue (something that I have heard numerous times before).
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The business has some questions for you. Please read and reply.
Hello, As a follow-up to Complaint ID No. [redacted], Mastercard has confirmed with the cardholder’s issuing bank that their team used “RPCS”, Recurring Payment Cancellation Service, to block the merchant from billing the account. The Mastercard Assistance Center has also contacted the cardholder to verify the recurring payment has stopped. The cardholder advised he will check to see of the charge occurs again this month. The Mastercard Assistance Center also provided him, their contact number should the cardholder need additional assistance. Merchant banks and issuing banks sign up for a MC program that enables recurring payments for subscription type services like telephone, utilities, etc. as a benefit to cardholders, so payments are made timely. If you change your card number and you have recurring payments to pay your monthly bill on that card number, your bank and merchant will bill your new account. If you wish to stop a recurring payment, please contact the merchant. Regards, Tracy H[redacted] Specialist Global Contact Center Management Mastercard [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Those calling us are telling us that when they call [redacted] to question a charge on the invoice, [redacted] is telling them to contact the vendor and giving out our phone number even though we are not the vender. [redacted] needs to remove our phone number from the profile of NKN Marketing as we are not affiliated with them in any way. [redacted] needs to stop giving out our phone number.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I do not accept the assertion that it is completely outside of the control of [redacted] as our phone number is being erroneously printed on [redacted]'s statements but I will proceed in faith that they will work to resolve the issue.
Sincerely,
[redacted]
At this time, I have been contacted directly by MasterCard International regarding complaint ID [redacted] My complaint IS RESOLVED subject to my receiving the $157.15 check in the mail as per the attached document.
[Your Answer Here]
In order for the Revdex.com to...
appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The business has responded and a copy of the response is attached for your review.Please keep us informed of the status and resolution of your complaint.Thank you.
Hello- [redacted] is in receipt of the referenced consumer concern, dated 7/* regarding [redacted] giving out their company phone number. After our research in a review of all globally active [redacted] owned phone numbers written and/or systemic, we have been unable to determine how...
the phone number in question would have been provided by [redacted]. [redacted] also has no direct affiliation with NKN Marketing. Sincerely, Trinita R[redacted] Consultant Customer Operations Specialist [redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
Hello, Mastercard is in receipt of the consumer complaint dated June **, 2017. Unfortunately, the customer service center phone number provided on the cardholder’s claim is associated with the issuer’s contact center. Please contact the bank that issued your card if you need...
assistance or have any questions with your account. Typically, there is a customer service number listed on the back of your card. So you are aware, MasterCard does not issue cards directly to consumers. MasterCard licenses its' processing network to banks, who in turn, acquire cardholders and manage cardholder accounts. Or you can also contact the MasterCard Assistance Center at ###-###-#### or ‘Collect’ by dialing +###-###-#### and one of our representatives will assist in connecting you to the bank that issued your card. Regards, Tracy H[redacted] Specialist Global Contact Center Management Mastercard [redacted]
[redacted] is in receipt of the consumer complaint dated June *, 2017 in regard to the attached referenced matter. Also noting, the original Revdex.com complaint received was forwarded to InComm ( Program Manager/Processor for Bancorp). As [redacted] does not maintain customer account information,...
below is the direct response from InComm. I am unable to confirm if they have directly connected with the cardholder. [redacted] has not communicated with the cardholder as this was handed over for direct handling with the processor . Per InComm: [redacted]’s OneVanilla [redacted] received several preauthorization requests from the merchant Econo Lodge on May **, 2017 for amounts ranging from $528.00 to $540.00 which were all denied due to insufficient funds. As per our terms and conditions it states; “With certain types of purchases (such as those made at restaurants, hotels, or similar purchases), your Card may be “preauthorized” for an amount greater than the transaction amount to cover gratuity or incidental expenses. Any preauthorization amount will place a “hold” on your available funds until the merchant sends us the final payment amount of your purchase. Once the final payment amount is received, the preauthorization amount on hold will be removed. During this time, you will not have access to preauthorized amounts. If you authorize a transaction and then fail to make a purchase of that item as planned, the approval may result in a hold for that amount of funds.” On the same date, May **, 2017, a preauthorization request for $432.00 was approved. This transaction settled on May **, 2017 for an amount of $360.00. The available balance on the card is $90.00 and we encourage [redacted] to use the card to deplete the balance. Please note the terms and conditions still apply and are available via our website [redacted] We truly value our OneVanilla cardholders and sincerely apologize for any inconvenience this has caused [redacted]. >END< Sincerely, Trinita R[redacted] Consultant Customer Operations Specialist [redacted] | Global Contact Center Management [redacted]
Hello- Mastercard is in receipt of the consumer complaint dated March *, 2017 in regard to the attached referenced matter. Our response is noted below. Please be advised that Mastercard does not maintain accounts. As a result, any account information is maintained by the bank or...
financial institution that issues the Mastercard card and it is the bank or financial institution that also would close a credit card account, and reverse fraudulent charges made as noted within the complaint. Mastercard has handed over the details of the complaint to Synchrony for direct handling. In addition, the cardholder should reach out to Synchrony for further direct support with the matter. Sincerely, Trinita R[redacted] Consultant Operations & Technology [redacted]
[redacted]
[redacted]
Hello- In reference to the above complaint, below is [redacted]’s response: [redacted] has directly reached out to [redacted] to collect additional facts. We have determined the source of the issue, is outside of [redacted]’s direct authority to resolve as this may be related to a third party vendor that we are still working to identify. In speaking with [redacted], it was communicated we will partner directly with him until resolution as we continue to research. Sincerely, Trinita R[redacted] Consultant Customer Operations Specialist [redacted] | Customer Intelligence and Experience [redacted]