Complaints

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:02/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 incurred an accidental loss for an item (air dehumidifier) which was insured under the policy of my MasterCard. However, the claim was immediately denied. I wrote emails, but nobody responded to me. When I told them that I'll raise the case with you, they have just responded that this was misuse of the item even though it was accidental(which is covered) and continued ignoring my emails. I am so mad and I am losing trust in credit cards I have as I have mostly used them to be sure if something happens with my item that they are insured. Please help.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/26/24, I filed a claim with my MasterCard's Cellular Wireless Telephone Protection service for a cracked screen that occurred a few days prior and that should fall within the Guide to Benefit. Of note, I had another claim 1/19/24 for a separate broken screen that was successfully repaired 2/8/24, and that claim process went smoothly. Given the close nature of the two claims, my claim manager, Margaret ******, asked that I submit proof of payment on the completed repair. I submitted that proof on 4/4/24 showing the completed repair on 2/8. In a follow up email, Ms ****** (and other representatives I have spoken to over the phone) have stated that a receipt for the second repair is also necessary. The only way that I may proceed with the claim would be to pay for the repair out of pocket, then submit that receipt to MasterCard's Cellular Wireless Telephone Protection service BEFORE I am even told whether the claim is approved or not. With other insurance claims, including the previous claim with this company, I defer repairs until the policy confirms or denies coverage, so that I know how much money I am liable to spend (if any) to see the repair to completion. This company alleges that documentation showing proof of the second repair falls under "reasonably requested" documentation. I disagree, as I can only afford the repair if it will be covered. If I were to complete the repair, submit the paperwork, and find out that it is not covered, I would be on the hook for the bill. It is tantamount to me damaging my car, the auto insurance company telling me that they won't tell me how much they'll cover until I proceed with paying for the repairs, and me waiting with bated breath after the repair to see how much (if any) of the repair bill will be reimbursed to me. Insurance does not work that way.

  Business Response

  Date: 07/03/2024

  We understand that the difference in the handling of the claims may have caused confusion. I will clarify:

  Mr. ******** first claim was for a cracked screen on his cell phone that occurred on 1/15/2024. He provided a screen repair quote of $419.99. The claim was settled for $369.99 ($419.99 - 50.00 benefit deductible).

  Mr. ****** opened a second claim for a cracked screen that occurred on 3/12/2024. He provided a repair quote from the same repair center in the amount of $419.99. He also provided a proof of payment for the repair of the damage from the first claim, the actual repair amount was $211.94. Based on this evidence we do not accept the repair quote of $419.99 as it was not accurate in the first claim.  

  It is important to note that it is illegal to profit off of a property damage claim.

  To resolve the claim accurately, we request that Mr. ****** provide proof of completed repair, which we reasonably expect to be around $211.94.

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The facts as reported by the business are correct. I however did not realize that the concern they had with my second claim revolved around the discrepancy between the reimbursement and the amount paid on the first claim. If this was clarified to me or if I was not repeatedly stonewalled from discussing the matter with a supervisor, I would have been able to provide the response I now provide below: 

  A few days after confirming the coverage of the screen repair, I dropped off the phone at the repair shop. I was told that in the interim between having received the quote and the day of the repair, they had run out of OEM glass to replace (the $419 quote) and that they could still replace the screen that day with a non-OEM version, priced $211. I consented, as the damage was interfering with daily use of my phone. I did attempt to alert Mastercard Claims Management, but at that point I did not see any way to notify the company via the web interface. I did attempt to call the service center to report the discrepancy, but was on hold for an extended period of time and never had the opportunity to speak to a customer service representative about it.

  If my understanding of the business's response is correct, I will be covered with another non-OEM replacement at $211? If so, I would be satisfied to reverify the cost of the non-OEM replacement with the repair shop, submit that to Mastercard claims management, and have the screen reimbursed at that lower replacement rate (minus $50 deductible per the terms).
  
  Regards,
  
  ***** ******
  
  
  
  
   

  Business Response

  Date: 07/05/2024

  We appreciate Mr. ******** continued cooperation. If Mr. ****** submits additional support of the cost of the non OEM part that will be used in the repair we can review to look to resolve the claim.

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 5 I filed a claim with my Chase Freedom Flex MasterCard for a stolen cell phone. They offer stolen cell phone coverage as a benefit that is listed in their rewards program. Before their insurance company ********* Claims would process the claim they sent an email stating that I needed to replace the stolen device and show proof of replacement. I found this odd since they would require this but I complied because I needed my cell phone replaced. After sending them the required documents they waited until Feb 13th to issue a denial. At this point the cell phone that I was required to purchase could not be returned. So I appealed the decision and my appeal was ignored until I had to contact mastercard through an online chat. They put me in touch with someone who stated they could not help me with my appeal but could tell me that as of Feb 19th it was still in review. Before this point I had also attempted to get in contact with an actual person over the phone but I was transferred over and over again for over an hour and each person I spoke with stated they could not help me. In my opinion this benefit is fraudulent as they force their customers to purchase a replacement phone while knowing that they will just deny the claim. I provided them all of the necessary documents to process the claim and still they refuse to do so.

  Business Response

  Date: 04/02/2024

  We regret that we were not able to extend coverage to Mr. *********** for this loss. It is accurate that at the start of a claim we notify the Cardholder of all of the possible supports that will be needed to proceed with the claim. In cases receipt is requested. Coverage is not guaranteed at that time.

  In this case, once the police report detailed that the phone was left in public, unsecure and unattended the claim was denied correctly within the policy terms and conditions. We are unable to assist with coverage for the replacement cost in this particular incident.

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The company was provided with a corrected police report which details how the phone was stolen. I did not have time to review the police report details since they required it expeditiously. Once I reviewed the report and became aware of the error it was corrected. To me it is horrible for a company to advertise a service that they have no intention of providing and to further require that the customer must purchase a replacement phone before they finalize the claim is unfair to the consumer. The consumer should only have to provide proof of replacement when they approve a claim. To force a customer to purchase a replacement phone before approval puts someone through unnecessary hardship. Especially if they wait over a week to make a decision on a product that no longer can be returned. If they were going to deny the claim I would have purchased a used phone for half the cost. Instead I was forced to purchase a replacement phone of the one that was stolen which I had to charge on my credit card. They force the consumer to sit through hours long call wait times only to be told by multiple agents that they cannot assist you. The only contact I have received is through email denying my claim even when I requested a supervisor and manager to contact me personally. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ***********
  
  
  
  
   

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - on 08/30/2023 I used this mastercard to purchased my cel**lar plan. - I paid $52.07 to Mint mobile - This mastercard committed to provide cell phone protection insurance up to $800 a year, on 10/16/2023, my iPhone X dropped on cracked on screeen - I called on 10/16/2023, 10/17/2023, and 10/18/2023, and all the calls got hung up after waiting. - The business does not want to resolve the problem by not answering the calls. - my master account number **** **** **** **** - The card benefits inc**de cell phone insurance, this is why I applied for the card. I need to get my phone repair

  Business Response

  Date: 10/26/2023

  Thank you for notifying us of your concerns. I can advise that the claims department only received a call on 10/26/2023 and a claim was established and an email was sent listing the required supports that would be needed to establish a claim. Can you please provide the number that you called on the dates prior to 10/26/2024 so that we can investigate further.

  Customer Answer

  Date: 11/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this reso**tion is satisfactory to me. 

  Hi ********

  
  

  Thank you so much for helping me!

   

  They have contacted me and my problem has been resolved.

   as result "We are pleased to have issued payment to you for the above captioned Mastercard® Cell Phone Protection claim in the amount of $499.00."

  
  

  Can not express how helpful you are.

  
  

  You have a wonderful day!

  
  

  Best regards,

  
  

  **

  
  
  Regards,
  
  ******* **
  
  

  
  

• Initial Complaint

  Date:09/05/2023

  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 08/19/2021 I purchased a GE front load dishwasher from **** *** with Master Card. Dishwasher came with 1 year warranty. Mastercard purchase benefit includes extended 1 year warranty. On July 27, 2023 dishwasher stopped working. I called Master Card and they said it is covered under extended warranty. On 08/03/2023 received a repair estimate by **** ****** from **** ***. Estimate was via text. Because they do not give written estimates. Text estimate shows parts that were ordered to replace broken parts, part SKU numbers, and 08/11/2023 scheduled repair date once parts come in. On 08/03/2023 I filed a claim #********* with Mastercard Extended Warranty. Repair work was completed 08/11/2023 by **** *** technician **** ****** and payment made. I have since been contacting ************************** about this claim. I have sent all paperwork including **** ***'s repair estimate. But, keep getting generic response asking for estimate. I explained the estimate format from **** ***. I have called customer service to ask for supervisor and review of this claim. They did not review it. They sent it back to original claim worker. I have asked this claim worker questions that never get answered. I just keep getting a form letter for estimate. I called all the SEDGWICK OFFICES IN CLEVELAND OH, where the claim is supposedly being processed. I called the apparent manager, C. G*****, Qualified Manager, CA license #*******. NO ONE ANSWERS THE PHONE OR NUMBERS ARE DISCONNECTED. I want Master Card Extended Warranty to honor their benefit agreement. I called them and filed a claim. I submitted the original purchase invoice from **** ***, I submitted the original purchase shown on my Master Card, I submitted the original warranty, I submitted the estimate that **** *** provides, & I submitted the pd inv for repair work done 08/11/2023. (Paid invoice matches all SKU # of the parts used in the repair with the parts SKU numbers and repair date in estimate!!!)

  Business Response

  Date: 09/06/2023

  We can confirm that Ms. *******'s Extended Warranty claim was settled today for $308.18 USD, based on the latest repair estimate received. Note: we are unclear on the comments regarding difficulties with phone calls as Ms. ******* has called in and spoke with agents several times during the claims process.

• Initial Complaint

  Date:08/01/2023

  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 psoriasis arthritis and use cannabis for pain management. A Dr had offered me a medical card but since it's legal in my state, it was unnecessary. However, when I went to my local dispensary I was informed that Mastercard has blocked all cannabis transactions. As it is MY debit card and MY money, I am extremely disturbed by this. What will they be able to block in the future?? I love my bank, and have researched other possibilities for a debit card other than Mastercard however there's nothing local.

  Business Response

  Date: 08/08/2023

  Sedgwick is a third party administrator for Mastercard International. We administer card benefit claims and cannot speak to Mastercard policies. However, We advised Mastercard International of the concerns and their response is as follows:

  "We have long had standards and principles that govern our network, and they are grounded in the rule of law. Quite simply, we allow all lawful purchases on the network.
  
  While legal in some states, cannabis remains illegal under U.S. federal law. When we became aware that certain financial institutions were offering our payment services to cannabis merchants, we investigated and took steps to stop the activity.
  
  While our products cannot be used, consumers have other choices in how they can pay at state licensed dispensaries."

   

• Initial Complaint

  Date:08/01/2022

  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 wrecked a rental car in January 2022, and filed a claim with Mastercard rental on February 2. Since then they have slow-walked the claim. I have been told three times that all claim documentation is complete and it has been to management review three times. On July 20, I received an email (attached as "Timothy letter") from a manager stating "After talking with the claims supervisor I was advised to let you know that the claim will be settled by Friday at the very latest, the claims examiner will try to get completed tomorrow and you will be notified via e-mail of the settlement no later than Friday." When I followed up July 26, Timothy told me that the reason the claim is not being paid is because "it is too much money" (~20K). I then wrote the claim supervisor Robert ****** the attached e-mail and requested he call me. I was told that he is too busy to call me.

  Business Response

  Date: 08/08/2022

  We regret that it appears we did not set the correct time expectations involve din the review of this loss. Fortunately we were able to get final approval to issue a settlement today for the full demand. Mr. ******* will be notified of the settlement details.

  Customer Answer

  Date: 08/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, it seems satisfactory to me. 
  
  BBB seems to have been very effective in resolving this complaint.  I appreciate that!  Final settlement of $21,093.  Mastercard tells me that the check is in the mail.
  
  Regards,
  
  ******* *******