As someone who has worked in the industry for a few years - just remember: Visa and MasterCard do not work with cardholders.
Only banks/financial institutions will speak to cardholders.
Visa and MasterCard work exclusively with issuers and acquirers - i.e. banks/financial institutions. On rare occasions they'll work directly with very large merchants. Never cardholders/individuals.
If you have someone from Visa or MasterCard on the phone, you're talking to a scammer. It's just like Microsoft - they'll never call you to troubleshoot your computer.