Complaints

This profile includes complaints for Neo Financial's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Neo Financial

  200 119 14 St SW Calgary, AB T2N 1Z6

• 

  Neo Financial

  3003 Boul. le Carrefour Laval, QC H7T 1C8

• 

  Neo Financial

  1 Bass Pro Mills Drive Vaughan, ON L4K 5W4

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:11/06/2025

  Type:Product 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.

  3 years ago I purchased 3 items from *******, upon checkout it prompted me to apply for a Neo Financial credit card in order to save an additional 10 or 20% off my purchase (which did not occur). Upon receiving the 3 items I realized none of them fit me, so I printed off return labels and sent them back. I contacted the bay and they said that only 1 pair was from them and the other 2 were from 3rd party lenders. When I received my statement from Neo Financial the amount was showing 2 items as outstanding. I did my due diligence and tracked the items that were mailed out proving to them they were returned on my end with proof of the tracking information showing I was not in possession of the items and wanted the amount removed from my credit card. I immediately cut up the credit card out of frustration that not only did they not apply the discount promised but in addition to that I proved I returned the items and they still had an outstanding charge on my credit card. Last year I paid for a copy of my credit score only to find out that Neo Financial wrongfully gave me a "bad rating" which has ruined my credit score. I immediately contacted the and several emails later they assured me they would address that immediately and wipe off the bad credit score. Last month I contacted *** to refinance my mortgage only to be declined as that "bad rating" is still appearing and was never removed by Neo Financial as they promised they would. The negative financial implications that this has caused me as a single mother of 3 is absolutely horrific and not acceptable as it is ruining me financially. I have begged them for assistance, I have escalated this within their company with absolutely no resolution other than "refunding" a card that hasn't existed for 3 years and no response from the committee to remove that rating from my credit score which is destroying my ability to refinance my mortgage. Please help me as I have 2 weeks left for *** to lend me the money. Please help

  Business Response

  Date: 12/06/2025

  Dear Lisa,
  
  My name is Piera, and I’m reaching out on behalf of the Leadership Team and the Complaint Committee.
  
  First and foremost, I want to sincerely acknowledge how difficult and frustrating this situation must be for you. We fully understand the emotional and financial impact it has had, and we truly empathize—especially considering the urgency surrounding your mortgage application.
  
  We want to be as transparent as possible while also respecting privacy and regulatory guidelines, and we are limited in the type of information we can disclose directly. For matters involving credit reporting, TransUnion (TU) is the appropriate channel to review and address any concerns or potential discrepancies.
  
  In previous communications, we advised initiating a formal dispute with TransUnion. This remains the most effective and appropriate next step. TransUnion has the authority to open an investigation and, if necessary, reach out to us for verification. In that case, we will fully cooperate and provide all supporting information available to ensure a fair review of your case.
  
  While we are unable to make direct changes to the information reported to credit bureaus, we want to emphasize that:
  - You are entitled to submit a dispute directly with TransUnion, and
  - Including any documentation you may have (such as return confirmations or correspondence) will help support your case.
  
  Please if there's anything else we can provide do not hesitate to let us know.
  
  Best regards,
  
  Piera 

  Customer Answer

  Date: 13/06/2025

   
  
  Complaint: 23450130
  
  
  
  I am rejecting this response because: Neo financial was the one that destroyed my credit rating and it is appalling that now it is my responsibility to try and negotiate and getting in contact with Trans Union when I have repeatedly sent emails to Neil financial explaining that it is impossible to connect with someone there. Neo financial ruined and crippled my credit rating, which has destroyed my ability to refinance my mortgage and now it is my responsibility to contact Trans Union and create a discrepancy with them? No, it doesn’t work that way I’m sorry but your credit card company put that credit rating and ruined my ability to refinance my mortgage. It is on Neil financial to make this right the same way you wronged my credit score you should make it right. I have relentlessly tried to file a discrepancy with them it is beyond that now and I have two weeks left to be able to refinance my mortgage because I am in desperate need of additional funds. This has been ongoing for three years Neil financial destroyed my credit score. They said that they were going to fix it. It has been three years and now I am absolutely riddled with financial issues that I cannot correct because of the disgusting and wrongful actions of neo financial when I proved that I did my due diligence and returned everything in a timely manner. It is on Neil financial to fix this the same way you ruined my credit score 
  
  Sincerely,
  
  
  
  Lisa Di Pinto

  Business Response

  Date: 13/06/2025

  Dear Lisa,
  
  My name is Lorena, and I’m reaching out on behalf of the Leadership Team and the Complaint Committee.
  
  Thank you for reaching out and sharing your concerns. We understand your frustration and truly appreciate your feedback.
  
  Please know that we take these matters seriously. However, when it comes to resolving credit reporting disputes, the most effective and appropriate next step is to initiate a formal dispute directly with TransUnion. As the credit bureau, TransUnion has the authority to open an investigation and, if necessary, reach out to us for verification.
   
  In such cases, we will fully cooperate and provide all available supporting information to ensure a fair and accurate review of your case.
  
  While we are not able to make direct changes to the information reported to credit bureaus, we want to emphasize the following:
  
  -You are entitled to file a dispute directly with TransUnion at any time.
  -Including any relevant documentation—such as return confirmations or correspondence—can strengthen your case and help ensure a timely resolution.
   
  If you have any questions about how to submit a dispute or need further guidance, please don’t hesitate to let us know. We’re here to support you through the process.
  
  Sincerely,

• Initial Complaint

  Date:11/06/2025

  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.

  NEO Advertises Mucho Burrito in ********************* on Loutit ( The only Mucho Burrito in ********************* ) as a Cash Back Partner. Ive made 4 Purchases that are due for a Punch towards the Make 3 Purchases and get 12% cash back offer. Ive made over 5 requests to **************** and reported missing rewards on 3 out of the 4 purchases. *** even provided the customer support proof of purchase with a receipt. And NEOs very incompetent customer support has made the following false claims: 1: That they are not eligible for Rewards ( They are NEO offers says so ) 2: That they were made at a ineligible location / different location ( ************* on Loutit has been an eligible location for as long as Ive been with NEO and there is no other location in ********************* other then the Loutit location. I pay my $11.98 / month to have premium rewards and Priority Support but Im not getting either of those things. The affected purchases are on these dates: May 29th for $14.44, May 31st for $14.44, June 7th for $14.44 & June 10th for $15.49 Im due $5.20 for the 3 purchases made and due 1 out of 3 stamps for the next set of make 3 purchases get 12% back.

  Business Response

  Date: 13/06/2025

  Hello,

  Please find below case addressed:
  

  Hello Mikeal,
  
  Thank you for reaching out to Neo Financial through the Better Business Bureau. We appreciate your patience while we reviewed your concern.
   
  We acknowledge your inquiry regarding the missing $5.20 in rewards for your recent purchase at Mucho Burrito.
  Please note that this merchant is no longer an active partner in Neo’s rewards program. 
   
  We apologize for any confusion that may have resulted from outdated information within the app’s merchant listing.
   
  As a gesture of goodwill, we have credited the reward amount related to this transaction to your account.
   
   You will see a rewards credit applied to your rewards account on June 13, 2025, at 11:53 AM.
   
  Thank you again for bringing this to our attention.

  Best,
   

  Business Response

  Date: 24/06/2025

  Hello Mikeal,

  Thank you for reaching out to Neo Financial through the Better Business Bureau. We appreciate your patience while we reviewed your concern.

  We acknowledge your inquiry regarding the missing rewards for your recent purchase at Mucho Burrito. Please note that this merchant is no longer an active partner in Neo’s rewards program.

  We apologize for any confusion this may have caused due to outdated information in the app’s merchant listing.

  As a gesture of goodwill, this matter was resolved on June 13, 2025, and a $5.20 rewards credit was applied to your account.

  Thank you again for bringing this to our attention. If you feel your concern has not been fully addressed, please refer to Neo’s Complaint Resolution Policy for details on how to escalate further.
  We appreciate the opportunity to address your concerns.

  Best regards,

  Customer Answer

  Date: 27/06/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23452735, and find that this resolution is satisfactory to me.
  
  

  I do however recommend that NEO Financial get to work removing Mucho Burrito from the list of active partner offers since like NEO said: Mucho Burrito is no longer a partner. They still show to this date in the active partner offers section of the app and on the map. 

  
  
  
  Sincerely,
  
  
  
  Mikeal Rice

• Initial Complaint

  Date:04/06/2025

  Type:Customer Service 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 a Hudsons Bay Neo credit card I wish to cancel but cannot.There is no money owing. I use an app for all transactions. 2 years ago I moved and gave up my land line telephone number. Following this I bought a new laptop and phone. The Neo app needs to authenticate me on the new devices, and is sending a code to my now defunct phone number. I cant access this code and remain locked out of app. I cannot update my phone number on app nor close my account. The staff on help desk have asked me very precise questions I cannot answer (such as: what date did you get a ****** credit card activated). As a result they will not change my phone number for me (so I cannot update close my account on the app), nor will they cancel my credit card. Hours have been wasted and I hold a liability for a card I have cut up. This is not right.

  Business Response

  Date: 05/06/2025

  The customer's issue has been resolved. The delay in receiving proper assistance was due to a the failure to complete the authentication process, as the customer was unable to recall much of the account information, which hadnt been used since 2022. While this is understandable, a different set of verification questions was used during the most recent interaction, tailored to the specific situation and account status. This time, the verification was successful, allowing the team to acknowledge the concern, close the account as requested, and send a confirmation email. The earlier interactions will be reviewed, and coaching will be provided as needed to ensure alignment on the standard procedures."

• Initial Complaint

  Date:23/05/2025

  Type:Product 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.

  This company won't give me my $ back.

  Business Response

  Date: 03/06/2025

  We are working on this complaint and will get back to the customer with a resolution as soon as possible!

• Initial Complaint

  Date:02/05/2025

  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.

  Have a secured credit card and found that only interests per month of around $240 was piling up, and I never used the card, so would like to close it.Called them last year Dec., but told I need to pay all the balance of around $8,200 to close the account and they will get back to me the $8,250 security ********** me and my wife decided yesterday to pay the full balance of $9,208.21 as of Apr. 30 and made the bill payment.But as I was surfing the web page on PC rather than mobile app, I figured out actually they lied and there was a way to close the account by just paying the whole balance using security deposit of $8,250 on their web page using ***** I demand a compensation of around $1,100 interests that was piled up during those almost 5 months.Interests piled up because they gave me false information and it is a serious financial issue.Please let me get back my unwanted interest of $1,100 because they gave me false information over the phone and it should be recorded.

• Initial Complaint

  Date:01/05/2025

  Type:Customer Service 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.

  So I recently received an email from **** financial stating that I have violated their terms and policy and they are terminating my service and if I have any question in regards to that to contact them in reference to all the information in the email. I called the number they provided everybody on the phone was giving me the runaround and just telling me refer to the email but when I referto the email is giving me the phone number that Im calling them on and everybody is just playing games. Nobody wants to tell me what the was. I did And they just keep pressing that determining my service. I feel like as a customer is fair to at least know why you guys are closing my account accusing me of a violation which pretty much is something good so youre accusing me of something and then youre closing my financial account based offthat accusation with no follow up proof or context I dont appreciate that . Ive been a customer with **** ******************** for years around the time they were new as when I had the account I at least deserve the respect as acustomer to be told what Im being accused of because if youre closing my account based off that I dont want anything affecting my credit That is just a false allegation or something they didnt look further into please help me thank you .

• Initial Complaint

  Date:10/04/2025

  Type:Billing 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.

  Neo Financial is failing its customers & refusing to take accountability. In Sept2024, my Neo Mastercard was hit with $** in fraudulent charges. Instead of helping me through this stressful situation, Neo has been dismissive &difficult, claiming I am fully liable. Their only "solution" was offering me a partial refund, what they called a goodwill request, not because they acknowledged the fraud, but because Ive been a long-time customer. It feels like a tactic to pressure us into dropping the dispute while Neo avoids taking real responsibility. *** insists I authorized these fraudulent transactions via OTP. However, I provided *** with my call/text logs from my mobile provider proving that nothing was ever sent to me. *** claimed my card was somehow successfully added to a digital wallet & that I approved an OTP to authorize said wallet, not the transactions. Again, I received no OTP, no confirmation email (which I always get from Neo when I add to my wallet. They provided me with a screenshot claiming they did send both email & text for this wallet being added but behold I got nothing. Neo thinks: 1. If a card was added to a digital wallet (even fraudulently), all future transactions are automatically considered authorized.2. If a transaction is posted to your account, its proof you approved it, end of story. They completely ignore the reality of **************** theft. Theyve provided zero evidence that I approved OTPs for the posted transactions, that is their whole reason they're holding me liable yet they cannot provide me with photo proof, only proof of the wallet being successfully added which again was on a different date Sept **. Unfortunately, after reading through dozens of similar experiences online, its clear my situation is far from unique. Neo Financial is failing to protect its customers from fraud, dismissing legitimate victims, and using shady tactics to shift liability onto consumers while doing the bare minimum to investigate.

• Initial Complaint

  Date:09/04/2025

  Type:Customer Service 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 received a call from neo financial that my brand new credit card had an unpaid balance. I was concerned the card was compromised since I had not used it yet, waited on hold for nearly an hour and meanwhile I closed the account through their app. We confirmed it was just the annual fee, the account was not compromised. I inquired about reopening the account, I was told it wasn't an option, I asked about getting a new account opened, also not an option. I asked to speak to someone in management. The agent laughed at me. I got upset and said I would just hang up and call back if they wouldn't transfer me. He laughed and said good luck then hung up on me. Since then, I have received ** phone calls from neo, when I answer the phone I just hear breathing and then they hang up after I say hello. I tried contacting neo about this and they have no record of anyone trying to contact me. This is unprofessional, they only call from a neo financial number during business hours, not sure if it is a disgruntled employee, but i have asked neo to stop calling me and they claim they are not making the calls.

• Initial Complaint

  Date:03/04/2025

  Type:Customer Service 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 closed my accounts after the poor customer service I received. I later found out that an item I purchased on **** had not been sent and refunded my card that I no longer had and gave me the steps to talk to the bank to get my refund. All the people at Neo that I phoned and chatted too had no idea what they are doing. I emailed in wanting to reopen my account and they said I had to phone in and that is what I did. When I gave Loraiine my information she asked me what the last transactions were and when I opened the account which was almost * years ago and I did not know the exact date and she said she could not help me or transfer me and told me to contact Transunion and Equifax which are for credit purposes when I simply was trying to open my account again to get my money refund back. She then hung up on me and I phoned back and was on hold for ** minutes and hung up because it was wasting my time. I need the BBB to help clarify that I want to open my account and to speak to a manager or someone who understands and can help me out and get my refund. They also want me to log into the app to prove that it is me chatting with them and I cannot do that as I am locked out and I even explained that to the agent and they did not care.

• Initial Complaint

  Date:01/04/2025

  Type:Customer Service 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 applied for a offer with creditcardgenius with **** Financial that is powered by Neo Financial. This offer was $*** when you sign up for a **** Financial credit card through an affiliate partner. It is now heading into April and I still have not received my money.