When many of us plan a trip, we think about what sites to see, where to eat, where to stay and how to travel there and back home. Despite our best efforts, anything can happen while travelling, as you’ll see in this latest installment of Behind the Cardholder Call. One of cardholders was at the Viru Viru Airport in Bolivia with his family buying tickets to go home, when his card was declined. He called the MasterCard Assistance Center, explaining that he was trying to get back to his home country, and hadn’t had any trouble with his card until that moment!
For background, when you make a purchase, the merchant’s bank talks to the cardholder’s bank and essentially ‘agrees’ to approve the transaction. It’s not uncommon for the bank – as part of the everyday protection of your account – to block a transaction that looks out of character. To help prevent this inconvenience, call the bank that issued your card and let them know when and where you’re traveling.Now back to our case. Our agent confirmed that the account was placed on hold.
So would he and his family be stranded? Of course not! While our customer service teams helped clarify the hold situation, our agent made the cardholder aware of his emergency cash advance benefit.But here comes the tricky part – communication was difficult inside the airport due to poor phone connectivity, but our team knew there was a family waiting to get home and wouldn’t give up.
Julio, our global service agent, recalled the events. “After receiving the emergency cash advance approval, we tried to calling the customer but couldn’t immediately get through. Instead of waiting, we proactively worked with airport staff to track him down. As it turns out, he had difficulties using the toll free number.”In the end, the funds were made available and the cardholder and his family made it home safe and secure.
Customer service agents are stationed throughout the world, ready to help with whatever is called for when they pick up the phone. From lost wallets to figuring out how to give back, our agents are ready 24/7 to offer help through our world class network
13 Comments
Our bank has recently switched to your chip cards. However I have not received mine and the old ones expired on 3/31/16. Please help, I’m lost without my debit card……..
great post thanks admin i really impressed
MasterCard Helpline support and contact numbers are Lost/Stolen Card: 1-800-627-8372 and MasterCard Assistance Center: 1-800-307-7309
Reg Uber free ride
Need details abt Uber offers
I am holder of master card world Debit card issued by HDFC bank in India. I have been trying to get information on how many airport lounge visits are permitted on this card. I have been trying for last 10 days on IVR system and got a standard answer “sorry we can not process your information”, talked to customer care representative who said he can not give this information and I have to contact the issuing bank. I contacted them and and they told me that the information is available only with master card. A classic ping-pong.
I am thoroughly disappointed with the service.
Jayant modak
My DBS Mastercard number is 5520 3800 5101 3619, On 7 July 2017, an amount of $450 was deducted from this card. The merchant IG Singapore confirmed that they did not received the amount. Attempts to deposit were unsuccessful on 7 Julu 2017 but it was reflected on my bank statement. DBS has blocked the card and a dispute was raised. Since unsuccessful, Mastercard should not deduct the amount. NOT DARE TO USE MASTERCARD ANYMORE. WORST THAN SCAMMING.
Twice I have completed the goal of paying 6 uber rides from my master card but i have neitger received any cashback nor any free ride from mastercard’s side. Please help me out. I wrote to you earlier also but have not received any reply from your side
I have twice completed the goal of paying 6 uber rides using my master card but unfortunately neither recieved 6th ride free nor any cashback. I contacted uber they asked me to contact master card team. Please help me out.
Do I have to enter a code number or name when making an online booking on my mastercard when travelling overseas?
So I got a call from somebody claiming to be from the MasterCard assistant center They to be able to lower my rates on all my credit cards is this possible. They also wanted all the information on all my credit cards
regarding the payment gateway solution sir …and software support too
I recently tried to purchase an ice cream cone from a small merchant. I was told I had to pay an additional $1.50 for a roughly $4.00 cone to use my MasterCard. I refused. In Canada is this a practise that goes against the rules for merchants accepting MasterCard? I tried to complain through my card company but they knew nothing of this rule. Can you shed some light on the rules in Canada and what a consumer can do besides not shopping at that store.