Fraud & Security

Card Fraud & Security FAQs

Q: I received an email/phone call from MasterCard about my account but it appears to be a scam or a phishing email. What do I do?

A: MasterCard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email to stopit@mastercard.com so that we may investigate.

Q: Someone called to offer a lower rate on my MasterCard but it seems to be a scam

A: Please be advised that MasterCard does not attempt to contact individuals to request personal information, including credit or debit card account information. If you receive an unsolicited phone call, email, text message, or social media request from an individual claiming to be a MasterCard representative: DO NOT RESPOND. MasterCard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries. If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

Q: I believe fraudulent purchases were made on my MasterCard card account

A: If you believe that a transaction posted to your MasterCard card account is fraudulent you should immediately contact the financial institution that issued your MasterCard account and report your concerns.

Typically, there is a customer service number for your financial institution on the back of each card that you can call. You can always contact the MasterCard Assistance Center at 1-800-307-7309 or 'Collect' by dialing 1-636-722-7111.

Q: I know who has committed fraud on my MasterCard account

A: If you believe that you possess information about a person who has committed fraud by using your MasterCard without your permission, please contact the financial institution that issued your card. Financial institution contact information can be located on the back of your card, or on a monthly billing statement.

Q: I believe someone has applied for a MasterCard card in my name

A: Since MasterCard does not issue MasterCard cards we are not able to tell you if an account was opened in your name. You should contact immediately the financial institution that issued the account, and you :

  • Notify the financial institution and cancel the card account
  • Notify each of the three reporting companies about the identity theft so your report can be annotated properly
  • Even if you do not see an unusual creditor on their report you should formally write to advise of them of the situation

The credit reporting companies that may be contacted using the following web addresses:

Equifax         www.Equifax.com

Trans Union  www.TransUnion.com

Experian       www.Experian.com

If you do not know the financial institution, we recommend that you may want to order a credit report form one of the three nationwide credit reporting agencies. For more information go to ftc.gov and click on credit reports.

Q: There was a breach on my account and I received a new card

A: MasterCard appreciates the concern and diligence you are taking to protect your finances as it relates to MasterCard cards and the inquiry regarding a card account breach that has impacted you directly. We do take each card breach occurrence very seriously and work closely with investigative agencies.

Specific to card breaches, we encourage you to contact your financial institution for the most up to date information. Typically there is a customer service number on the back of each card for your financial institution that you can call.

Q: Please provide the name of the merchant where my card account was compromised

A: MasterCard appreciates the concern and diligence you are taking to protect your finances as it relates to credit cards and the inquiry regarding a card account breach that has impacted you directly. We do take each card breach occurrence very seriously and work closely with investigative agencies. Additionally, MasterCard has stiffened penalties to processors to help ensure each of these companies protects cardholder data with extreme care and diligence.

Specific to card breaches, MasterCard cannot determine which merchant transaction caused a card breach since this data is not generally provided to us. We encourage you to contact the financial institution that issued your MasterCard card for the most up to date information. Typically, there is a customer service number on the back of each card that you can call.

Q: Questions not answered here

A: If your question is not listed among the previous topics and questions, your best option is to contact the financial institution that issued your account as only they hold account specific and unique information. Typically there is a customer service number for your financial institution on the back of each card that you can call. You can always contact the MasterCard Assistance Center toll free at 1-800-307-7309 or 'Collect' by dialing 1-636-722-7111.
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