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:08/01/2024

  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.

  ************* customers were given a promotion which offered new Neo Financial customers $150 for depositing their first $50. At the time of this writing, the offer is showing that there is 18 hours left of the promotion. I created a bank account, providing my social insurance number, and when I tried to enter the promotion it did not work. I spoke to customer service and was told that the offer is deactivated, although the website clearly states that it is still active. They are luring in customers by lying to them and falsely promising $150 to provide their personal information and deposit money into an account. I have received instructions from the agent on how to delete my account but I decided to keep it open for the moment in hopes that the institution will rectify the situation. Otherwise I will be deleting my account as I cannot trust an institution with my money if they cannot be trusted to keep their word.

• Initial Complaint

  Date:08/01/2024

  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.

  Virgin Plus offered a benefit to members in partnership with NEO Financial to provide $150 for funding $50 into their ********************* Account. No term or conditions needed to be met. I have attached all them for your review. I did this and NEO provided the additional $150.They have now clawed back the deposit with providing no reason.This is bait and switch, and now a company has all my personal and financial data.

  Business Response

  Date: 11/01/2024

  Good afternoon, 

  We haven't corresponded yet, but my name is ***** and I'm a customer experience manager here at ******************.
  Thank you for taking the time to submit through BBB so that we have the opportunity to address your complaint! 
  
  We became aware that a Neo promotional code was shared online through a website that was not affiliated with Neo. This allowed the code to be used by non-eligible customers and obtain credit to their Neo Rewards account. As such, we have now deactivated the promotion. Eligibility for this promotion was limited to ****** mobile customers only. If you believe the credit was reversed incorrectly in your case, we will be happy to take a look. We will investigate this situation and credit the account again if we find you are eligible. 
  
  We truly apologize for any inconvenience this has caused, and appreciate your understanding of this situation. 
  
  If you have any further questions regarding this or a different issue, please feel free to send us an email at *********************************** where a customer experience manager can assist you with whatever you may need. 

   

  Have a wonderful rest of your day, 

   

  *****
  
  
  Thank you for providing us with the opportunity to address your concerns. If you feel that your concern has not been properly addressed, please refer to the Neo Complaint Resolution Policy for information on how to escalate your concern. ************************************************************

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 21109923
  
  I am rejecting this response because: the onus falls on NEO Financial to check and confirm eligibility for meeting the conditions. This company has confirmed their ineptitude, and I will not provide more private and personal information, as I worry how it will be handled. They can do their due diligence to ensure I am eligible.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/01/2024

  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.

  Hey have issue with the ******** account. I'm trying to do a transaction dispute, but they are not helping me out. I'm having such a bad experience with this kind of bank. It's regarding though transaction that I bought online I didn't receive it but I wanted to dispute it because merchant is not helping me out so I wanted to dispute just so I can get my money back. I have provided them more than enough evidence to dispute the transaction. There is still not helping me dispute in the transaction and they're giving me a reason that MasterCard policies doesn't follow. I have other bank account as well. I never had issue like that I regret having a bank account with Neo.$3,048.74 on October 13, 2023 at ************* Request number ******* If someone is looking into this complaint, please help me out .

• Initial Complaint

  Date:02/01/2024

  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.

  I opened an account with neo financial in may 2023. They required a minimum security deposit of 50 dollars for which I linked my account and paid using my CIBC checking account on May 25. On November 28, I called and I asked for my account to be closed and my security deposit to be refunded. They closed my account but never refunded my security deposit. I called back on dec 10 and requested a refund. Then again on dec 19 and again on dec 29. Finally on dec 29 they said that they cannot refund the money unless i open a new money account with them. When I complained and expressed concerns with them blackmailing me that I either open a new account or my money is gone, they said they will refund my money if I log in to my account that i already closed and link my cibc account to it again which means that they never closed my account in the first place. I refused to do so. I'm concerned about my personal information that they possess. I'm also concerned that they will never refund my money.

• Initial Complaint

  Date:02/01/2024

  Type:Billing 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.

  I have a NEO credit card. The interest rate was *****% The terms of agreement said it can change if payments are late. I do not have a variable interest rate. I would not have agreed to the card if it did. This month I noticed the credit card interest was *****% I phoned first call I asked the lady on the phone why it went up 5%. She put me on hold for a long time and said it was because I made a late payment. I told her I never made late payment and I went over the last several amounts and when I paid them. She had no answer.I asked for a supervisor. Again she asked me to wait. I can hear low voices talking in background. After several minutes she came back and said I pay such a small amount of interest and use my card often that they raised it. I told her thats not reason to raise my interest. Ive never been late and never gone over my limit. I asked for supervisor again. She agreed to transfer me. After 6 minutes the call disconnected. I called back. I asked to be connected again to a supervisor. He said he can not and would look into it. After several minutes he came back saying it was raised due to the bsnk of ******. I told him I do not have a variable interest rate that no one notified me of this and that i had heard different reasons from his collegue. I asked for a supervidor agsin. he said no and asked me to wait. Again after seversl minutes he came back saying it was because the bank canada I told him no other cards do this. Its not in my terms of conditions and on top of it no one informed me of this and could I talk to a supervisor. He asked me to wait. I wsited again and he ssid i needed to check my email. I asked why. He said we did notify you. there is no email nor was there any. He only said this once I mentioned it. I kept asking for a supervisor finally he said one would call me back in 2 hours. I said are they really. Then he said up to 24 hours. Im unsure what to do. my contract does not have a variable rate and Neo gives me different excuses.

  Customer Answer

  Date: 02/01/2024

  I was told on the 28th of December a supervisor would call me back in 2 hours up to 24hours. No one did. I called back at noon on the 30th and the agent put in another request. Still no call back.

  Customer Answer

  Date: 03/01/2024

  A supervisor has called. The issue has been escalated to look into the issue. My interest has been refunded. The agents I delt with will receive further training.Could you please close the case. Also could you please not post the comments. Thank you for your help 

• Initial Complaint

  Date:20/12/2023

  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.

  I initially went into a Hudsons Bay store at ******************** where I purchased a dress for my granddaughters grade 8 graduation. The store clerk said I could get a 30% off if I took out a Neo Financial Card which she explained had replaced the ******** Rewards Card. I agreed. To this date I have never received a physical card (I no longer want one). I went ahead and paid the full amount for the dress at the time of purchase with the same teller. If I had known that I would face over a dozen interactions from Neo demanding payment for a card that never arrived I would never have signed up.I successfully closed my account online after several emails and phone calls with Neo support wherein I felt I was threatened with criminal charges after asking how to close my account. Now after clearing the account on November 22, 2023, and having a statement that I had both a credit of $2.50 on the account and that the account was closed, I have yet again received a bill from this company asking for money for "$2.60 for ?" I do not want anything to do with this business. I have a screenshot from 2023-10-22 at 5:12PM with the account listed as "Credit $2.50" and "Closed" and "No payment due". I have a screenshot from 2023-10-22 5:09 PM with the following information:"Your credit amount is closed Closing your ******** bay Credit Card credit means that:- Any transactions associated with this account will be declined - Auto-pay will be disabled"

  Business Response

  Date: 10/01/2024

  Good evening,

  It looks like there was a payment due for the customer receiving paper statements.

  I have credit the customers account for $2.66 and the account is now zero'd out.

  I can confirm that the account is at zero balance and the account is also closed. 

  Thank you

• Initial Complaint

  Date:18/12/2023

  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.

  On December 12 i received this email from NeoFinancial:Payment information doesn't seem correct Hi *****,Your transaction at Apple Online for $147.54 on 4:14PM (MST) December 12th, 2023 didn't go through because the payment information doesn't seem correct.Try re-entering your card's details. Here's how to view your card's details or view your PIN If you didn't make this transaction, freeze your card and request a replacement."I immediately froze the card, then tried to contact them at the phone number on their website. I was passed from one person to another and then told I was being transferred to a specialist - I never got to speak to anyone after that. Instead I suffered through almost 1/2 hour of terrible aggravating music occasionally interrupted by a recording saying that my business is important and I will be dealt with in order. I finally hung up. I was unable to call again until Dec. 14 and got the exact same run around. I have just tried again and was treated to 28 minutes of holding before I hung up. As you will see from the document attached below, they claim that I owe over $ *****. I did not attempt to make any of the declined transactions. You will also note that many smaller transactions were declined, but the three $500 transactions were allowed. I need help to get these reversed.

  Business Response

  Date: 19/12/2023

  Hello *****,
  
  Thank you for reaching out regarding your experience, it is noted and we are looking to improve our hold times; On the subject of the complaint however, I do see you were able to chat in and start a transaction dispute for these unknown charges. That investigation is still pending, however, I can assure you it has been filed and forwarded to the relevant investigative team.
  
  Please do not hesitate to reach back out should you need any further assistance in this matter.
  
  Best,

• Initial Complaint

  Date:30/11/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  November 12, 2023 5 charges appeared on my credit card that were fraudulent. The last charge was over $9000 so my account was frozen as there wasn't enough credit to fulfill this amount. I have not shopped at Aliexpress or ever made purchases this large.I contacted *** immediately and informed them I did not make these purchases. I have been denied a refund of these charges.

  Business Response

  Date: 19/12/2023

  Hello again ****,
   
  Thank you for checking things on your end. 
   
  We have gone back and reviewed everything on our end  and we stand by our decision.
   
  We can see that the 6 digit verification code was sent to your verified phone number on file when the card details were entered into a virtual wallet. 
   
  I understand that you have double checked emails and text messages on your end but due to the evidence that we have, either you provided this verification code to someone or someone had your phone in order to receive this code.
   
  We have security measures in place to ensure that our customers are protected and it is ultimately up to the cardholder to ensure they protect their card details. This includes not sharing the card number, CVC and expiration date. 
   
  I understand that his decision may not be what you wanted the outcome to be.
   
  If you feel that your concern has not been properly addressed, please refer to the Neo Complaint Resolution Policy for information on how to escalate your concern. 
   
  Thank you for providing us with the opportunity to address your concerns.
   
  Sincerely, 

  Customer Answer

  Date: 20/12/2023

   
  Complaint: 20935922
  
  I am rejecting this response because: there is absolutely no evidence of any code being sent to anyone or used by me. I see that this is a common reply given to get out of taking responsibility for fraudulent charges.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:30/11/2023

  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.

  This is regarding fraudulent transactions that happened on my Neo Mastercard on November 12/2023. Seven illegal transactions in US dollars at a merchant named Aliexpress ********* *** were made on my card and two of them got cancelled because they exceeded my credit limit. The total of illegal transactions was CAD $7597.79 equivalent. I informed the company on November 12th as soon as I got the message via the Neo app of these 5 transactions I do not recognize and I was advised to wait until these transactions were changed from pending to posted. They assured me that they could dispute it after it gets posted. Since my card exceeded the limit I was charged an over-limit fee of CAD $29 in addition.I have paid the company CAD $ ****** for the legitimate transactions including the over-limit fee of CAD $29 on November 20/2023. I have had several email threads ongoing with the company since November 12/2023 up until today( November 29/2023). On November 29/2023 the company emailed me saying that these transactions are regarded as secure and they cannot dispute them on my behalf. I do not feel comfortable regarding this resolution as the security of my account on their application was jeopardized and someone else was able to steal my card information electronically and make multiple transactions in immense amounts. Also, on November 12/2023, *** sent me an email saying that they had identified suspicious transactions regarding a purchase of CAD $2075.83 which was declined at Aliexpress ********* ***.All the illegal transactions happened at Aliexpress ********* *** only on November 12/2023 between 12:25 pm to 12:32 pm. I want to dispute these illegal transactions and be reimbursed and removed from my credit history.

• Initial Complaint

  Date:31/10/2023

  Type:Service or Repair 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 requested by E-Mail to have a credit card cancelled. They advised me to call customer support but no-one answers the phone . I have also filed a complaint , the number is ******* to no avail. I consider this credit card cancelled as of Oct.24,2023 and just want them to cancel it on their end.

  Business Response

  Date: 16/11/2023

  Hello, 
  
  Thank you for your patience. 
  
  We have reviewed the account and can see that the account was closed on November 2, 2023. 
  
  The customer called in and spoke to a Specialist on November 2, 2023 and advised them that we were successfully able to proceed with closing their account.

  Thank you for giving us the opportunity to address this matter.
  
  If you require further information, please feel free to reach out.

   

  Sincerely, 

   

  *****************
  Manager, Customer Experience.