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
37 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.
MasterCard is the number one service that let’s you do small payments as well.
I am a mastercard holder so when i saw your competition for tickets to enter rugby world cup games great. You are not being fair to Scottish or Welsh fans. I am not interested in watching England playing Argentina. I would be interested in Scotland or Ireland against Argentina no choice. Now I can appreciate what bugged my kids when young. They resented the fact tv followed english holiday timetables no wonder they want Scottish independence. Come on Mastercard quit the arrogance and supply all your UK Customers a choice.
Sir I am using master debit card, There is big problem with my debit card ,the problem is when I use wrong CCV in cards details then card is work and payment is also done
So what I do
When I try to use my virtual card, it keeps saying Token cannot be generated.
What do I do?
I have been provided with 10 MasterCard Gift Cards by Adobe with $25 each.
I need your help in transferring money to a single Card.
Can MasterCard Assistance Center pick this and help.
None of your phone numbers are connecting me to team.
Thanks
Donna is very unwell at this time.we both need to eat and get on with our lives.now mastercard have got a sum of cash and my huby need asap.but mastercard are acting unfairly with me.we need access.to our card please.we need help we have sent documents etc to mastercard recently.but we are no further forward with mastercard.we need to withdraw our cash from my mastercard.to enable us to move us forward……we cannot access at all.
Can you help us…….please…….donna dalgleish………….
I purchased a flight with Spirit Airlines. It was canceled by Spirit due to COVID. I am requesting a full refund as per federal guideline.
No one at spirits takes call or Barclays card services. What can I do other than cancel my mastercards.
Hi
On16-07-2020 one fraudulent transaction Rs55000/- happened through my Citibank credit master card ending 5122.Immediatly the matter is reported to them, that time Citibank in possession of money they could have stopped the payment but they paid on 18-07-2020 after two clear days of my complaint with them. When I asked how do you pay this then they said it is an agreement with Mastercard to pay even when you complaint at the same time. I wanted to know whether they signed an agreement to pay through MASTER CARD even when customer complaint about the fraudulent activity and the money is in CITIBAK’S possession. I think it is a mistake of Citibank & if an agreement is signed with Mastercard to pay even when a fraudulent transaction happened and reported well in advance and the money is not paid to merchandise.
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Hello,
My Mastercard number: 5589 3666 3605 3244
I am doing an online deposit on alpari-markets.com. There were no problems for a couple of months, but all the sudden, it starts to get declined by the 3rd party processor. I called the bank that issued my card and they found no problem from their end. The website also said they are operating without any issues.
Can Mastercard lift the block of this website and allow it for the transaction?
Thank you.
Shih
Domnule , doamna ,
Am primit 3 carduri virtuale de la My digital Wallet si imi sunt refuzate de toate aplicatiile din Romania si de toate magazinele . De peste 3 luni sunt refuzata sa platesc la orice magazin , benzinarii .
Va rog sa imi scrieti cum pot transfera fondurile pe cardul meu fizic Mastercard.
BARBAT VERGINIA , ROMANIA .
Sir, ma’am,
I received 3 virtual cards from My digital Wallet and they are denied by all applications in Romania and by all stores. For over 3 months I have been refused to pay at any store, gas stations.
Please write to me how I can transfer the funds to my physical Mastercard.
BARBAT VERGINIA, ROMANIA.
good to see like this kind of best service
我想請你們代買愛馬仕mini Kelly包包，可以致電我嗎？台灣電話：0937529903
I need your help to buy Hermes mini kelly bag, can you call me? Taiwan Tel: 0937529903, Mr. Wu
Now I can appreciate what bugged my kids when young. They resented the fact tv followed english holiday timetables no wonder they want Scottish independence. Come on Mastercard quit the arrogance and supply all your UK Customers a choice
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Great. I only have a visa and I’m applying for a MasterCard