Complaints

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

close

Find a Location

Neo Financial has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Neo Financial

  200 119 14 St SW Calgary, AB T2N 1Z6

• 

  Neo Financial

  1 Bass Pro Mills Drive Vaughan, ON L4K 5W4

• 

  Neo Financial

  3003 Boul. le Carrefour Laval, QC H7T 1C8

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:20/03/2023

  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.

  Neo financial are advertising there secure credit card as a credit builder credit card however they do not report your payment history to any credit bureaus. the secured credit card is even called "the credit builder credit card" and it has absolutely 0 impact on ones credit score. i believe their business actions are unethical and deceptive. many of their customers use there products for years thinking it will build their credit but it does not, resulting in them wasting years using a product that does not do what it advertises. i emailed Neo financial support and they would just tell me that soon they will report customer payment history to the credit bureaus, but they have been saying this since the companies inception in 2019. when i demanded to get a written date on when my payment history would be reported and that i wanted to talk to an manager they stopped replying to my emails.please stop this before it hurts more *********.

  Business Response

  Date: 04/07/2023

  Good day,
  
  Thank you for inquiring about our Secured Credit Card!
  
  We have been reporting our Secured Credit Card product to ********** as of April 26, 2023. You will need to have a minimum of $50 in your security funds in order for this to be reported to **********. 
  
  We backdated any credit history from time of sign up.
  
  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.
  

• Initial Complaint

  Date:10/03/2023

  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 was very skeptical at first to get a credit card with this company and I should have kept my skepticism. I had never heard of this company prior and later realized it was only established in 2019. Having this card for almost 3 months now, it is probably the worst credit card to date. I cant even make a purchase on a casino website because Neo automatically denies it. The casino website sends a OTP on behalf of *** to confirm it is really me to proceed with the purchase and it is denied each and every time* ** * ** ****** ** *** **** ***** *** ** ****** ** *** *** ** ****** ***** * *** ** ***** ** ****** **** ** ***** *** ******** ******* ** ****** ********* ***** ** ***** ** **** ***** ******* * ** ******** ******* **** ******* ** * ***** ****** ******* ** * **** ******* ******* ***** ********* ** ******** **** *********** ******* ******. I keep my account paid, therefore I can spend my money wherever I choose too. This is the only credit card I have had that has denied transactions.

  Business Response

  Date: 04/07/2023

  Dear ******
  
  First and foremost, I want to extend our sincerest apologies for the issues you've experienced with your Neo Credit Card and our customer service. As the manager of the customer experience team, your feedback has my undivided attention. We highly value our cardholders, and your satisfaction is of utmost importance to us.
  
  In response to your concerns about transaction denials, particularly with online casino purchases, please understand that our policies are designed with the primary intention to protect our customers from fraudulent transactions. We understand that this might sometimes lead to certain inconveniences, and we genuinely regret if this has impeded your personal use of the card.
  
  Should you have any further concerns or inquiries, please feel free to get in touch with us at any time. We’re here to help.
  
  Best regards,
  

  Customer Answer

  Date: 04/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You state your Mastercard can be used “anywhere” Mastercard is accepted, but that however is a lie as I tried using my card to pay for a deposit on a phone through ****** and it denied stating they do not accept, debit cards, international cards, corporate cards or prepaid and my card is neither of those. So technically that classifies as false advertisement because it is not accepted anywhere Mastercard is accepted.
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:03/01/2023

  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 signed up to this bank on December 22 2022 and on December ***************************************** to the checking account I have with Neo Financial. I then found out that they put a 5 day hold on my money so I could not access it. So I waited the 5 business days until December 30 2022 and the hold was still not taken off my funds so I called them and spoke with a supervisor who claimed that because to to them boxing day December 26 is a Stat holiday and not a business day I would have to wait until January 2 2023. I told her that boxing day is not a Stat holiday and must be considered a business day but they refused to still release my funds. Now Today is January 2nd 2023 and they have again not taken the hold off of my funds so I called them and now they tell me I have to wait until the end of this business day. NEO Financial has held my money for 7 business days and for more then 12 regular days. Do not trust Neo Financial with your money and I need help getting my money out of this Financial institution because it's just the same excuse over and over again and I am very worried I will not get my $******* back from them and I was ******* out of my money and I don't need this stress * *** ***** **** * **** ******* ****** ******* ******** **** ** ******* ** ******

  Business Response

  Date: 30/06/2023

  Hi ****, 
  
  I hope you have an exciting weekend planned ahead!
  We haven't spoken yet, but my name is ***** and I'm a customer experience manager here with Neo Financial. It's great to - virtually - meet you!
  
  I understand that you opened an account with us back in December, and had issues receiving your deposit within the normal time. That of course would have been incredibly stressful, especially around the holidays. I see now that the funds were deposited and your account with us was closed, but I want to apologize as I did not get notified of your message through BBB until today due to a technical error. 
  
  Even though it has long been resolved, I wanted to make sure I could reach out to you personally to apologize for your experience with us. I used to work at traditional banks myself, and I joined Neo because we care about customer service in a way that I never experienced with the traditional banks. But in this instance, we let you down, and I'm sorry we weren't able to make it up to you. 
  
  While your account is closed, if there is ever anything at all in the future I can help you with please let me know. You can reach me any time directly by addressing your email to me and sending it to ****************************
  
  I hope you have a wonderful weekend ahead,
  
  *****
  
  
  ***** H
  
  

• Initial Complaint

  Date:20/12/2022

  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.

  Good Afternoon,
  
  I am contacting you in regards to Neo Financial privacy and information complaint.
  
  I will make this complaint as clear and short as possible.
  
  Through ****** mobile, my benefits there was a promotion to apply for a credit card with Neo Financial and I could get ***.
  
  I applied and uploaded info including drivers licence to what I thought it was a credit card. At the end of the online process, it said I was only able to get a secured card, which I absolutely had no interest in getting. I closed the application and decided no to get anything. However, to my surprise I still had a profile with Neo Financial even without having an account with them. After corresponding back and forth with customer services, I was told that they had to keep the info and profile.
  
  At the end of the day, all I want is this online profile deleted as I don't have an account with them. I am ok with them keeling my info on file but not online profile as it represents an online possible identity fraud liability.
  
  On their website, see ********, it said that I could withdraw my consent, but on their correspondence it says that there is nothing that I can do. I feel worried and frustrated that I have to live with the possibility if my info being hacked and not even do business with this company.
  
  Anything you can do will be of great help to me. Please find ******** their privacy wording and my correspondence for over a week worth of same answer different person.
  
  Thank you. **** ******** ********* **** **** **** ********** *** *** ***** ***** *** ** ********** ****** *** ******* **** ** *** * **** ****** ***** ***** ** **** ** **** *** * ** * ****** ** *** ******* **** ** **** * **** ** **** **** ***** ** ****** *** ****** ** *** **** ****** ******** ** ** *********** *** *** **** ******** ** **** ***** ** ***** *** ** **** ** ****** **** ******** ** ********* *** **** ********** * **** ** **** ** *********** *** **** ** *** **** *** **** ********** *** *** ***** *** ** ** ******** ** ******** ** **** ****** ** ** *** **** *** * ***** **** **** ** **** * **** *** **** **** ***** **** *** **** *** * **** **** ** ***** ******* *** ***** ** ******* ******* *** ***** ** * ** * * ** ** ****** **** * ***** *** ********** ***** **** **** ***** *** **** ****** ************************ ******* **** * **** * **** **************** ****** ******* *** *** ***** ***** *** ****** ****** ** ****** *** ** ******** ***** **** ********* **** **** ********** *** *** ***** ***** *** ** ******* **** **** *** ** ***** *********** ***** **** ** **** **** *** ********** * ** **** ** ***** *** ** ********** ************ **** *********** *** ** ****** ** **** *** ****** ** ******** *** ******** *** **** ***** ** **** ** ******* ** ** ***** **** ******** *********** ** ********* *** **** *** ** ****** ** ********** ** ****** ******** ** *** ******* ******* ** *** ********* * **** **** **** ****** ******* **** *** ********* ******** ** *** ** ****** ******* ****** **** **** ****** **** **** ** **** ** *** ***** ******** ** ****** *** ** *** ******* ** *** ******* ****** *** ** **** ** *** **** *** ***** ********** ***** ** ***** ******* **** **** ***** *** **** ****** ************************ ******* **** * **** *

  Business Response

  Date: 04/07/2023

  Hi *********, 
  
  I hope you are well!
  
  We haven't spoken before but my name is ***** and I'm a customer experience manager here at Neo Financial. 
  First off, I am so sorry for the delay in reaching back out to you. There was a technical error where we only received your note through BBB this afternoon, even though of course it has been months since the inquiry. 
  
  I did however want to make sure I could reach out to you personally to address any concerns you have!! This will also make sure you have a manager to directly correspond with at Neo if ever needed. 
  
  I completely understand the desire to not have your information with companies that you don't have an open product with. I too am very protective of my information especially online.
  
  I know the agent you spoke to previously indicated that we are legally unable to delete your information for the following 5 years after your application. That isn't our decision, but a legal requirement of the government of Canada for financial institutions that we must follow. If you would like, here is the for your review!
  
  We of course take your account information protection incredibly seriously, but I also understand the caution about having the online profile. As an extra precaution, even though you don't have any products open, I will freeze the online profile as well as an additional layer of security. No one would be able to log into it while it remains frozen. 
  
  If you have any questions or ways I can assist you please let me know!
  I'm happy to help personally with anything you may need. 
  
  You can always reach me by addressing correspondence to ***** (me!) and sending it through to
  
  Have a wonderful weekend ahead, 
  
  

  Customer Answer

  Date: 05/07/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because:

  I should not have an oline profile since I don't have any of the products. Clients can delete profile but I can't or am unable to because...? 

  I do appreciate your answer, even thou it has been a year. 

  
  
  
  Sincerely,
  
  
  
  ********* ******

  Business Response

  Date: 13/07/2023

  Hello *********,
  
  Thank you for inquiring about deleting your information.
  
  I am happy to explain why we are not able to delete your application on our file:
  
  Due to government regulations, we are required to keep your information on file for 5 years.
  For reference, I have attached all the regulations that require us to keep this information in our system.
  

  • Bank Act, S.C. 1991, C. 46, s. 238(2)(c).
  • Proceeds of Crime (Money Laundering) and Terrorist Financing Regulations. SOR/2001-317, s. 12.3; as en. SOR/2007-293, s. 4.
  • Income Tax Act, R.S.C., 1985, c.1;s. 230(4), 230 (4.1).

  We are also required to update if our privacy policy changes.
  
  Here is regarding why we need to keep your information on file. 
  
  If you feel that your concern has not been properly addressed, please refer to the ***  for information on how to escalate your concern. 
  
  Thank you for providing us with the opportunity to address your concerns.
  
  Sincerely,
  
  
  ****
  
  
  7 am to 8 pm (MT) | 7 days a week
  
  **** ******* **** ** **** **** ****** ********** ***** *** *** ************* *******
  
  ****************
  

• Initial Complaint

  Date:09/12/2022

  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.

  My account with *** was frozen immediately upon receipt of my card. No one in their support team is able to tell me why, or how to resolve the issue, simply that it is "under review" and they have no additional information. Asked for a supervisor and was told there wasn't one available, and they wouldn't have any additional information. Have reached out to their chief complaints officer, received no response. My account was frozen nearly 24 hours ago, which my direct deposit pay goes into, and have been offered no update, no resolution, no timeframe, nothing.

  Business Response

  Date: 04/07/2023

  Hi ******, 
  
  I hope you have exciting plans for your up and coming weekend!
  
  We haven't met yet, but my name is ***** and I'm a customer experience manager here with Neo Financial. 
  I am so sorry for the delay in responding, there was a technical error that prevented your note from BBB coming into our inbox so we only just received it this afternoon. 
  
  While I can see that it has since been resolved months back, I wanted to make sure I could reach out to you personally at once! I am sorry for your experience with us **** ** ********, it would be so frustrating to not get proper support in accessing your funds. We pride ourselves on providing remarkable experiences to our customers, but in this case we didn't and let you down instead. 
  
  While it has been resolved, I want to make sure you have a personal manager contact at Neo at all times. if you every need anything in the future, please reach out to me directly at any time. All you need to do is address your email to me and send it to and you will always reach me. 
  
  ** * **** **** ******* ** ****** ****** ** **** ******* ******** *** *** **** **** *** ** *** *** ********* *** **  
  
  Have a great weekend ahead, 
  
  *****

• Initial Complaint

  Date:02/12/2022

  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 make diligent payments early always on time to NEO Financial Today they suspended my account due to a system error on their part and told me that for this not to happen I have to pay my bill 5 days before the statement comes out how am I supposed to know how much I'm supposed to pay if the statement isn't been issued yet the representative also informed me that this could impact my credit report and payment history and for me to call TransUnion myself and dispute it **** *** **** ** ** **** *** **** ** ** ****** ******* **** ********* ****** *** ** ** ***** *** **** ** ***** ** ** ** ********* ** ********* ** ******

  Business Response

  Date: 04/07/2023

  Hi *****
  
  I hope you have some exciting plans for the upcoming weekend!
  
  We haven't met yet, but my name is ***** and I'm a customer experience manager here at Neo Financial. 
  I am so sorry for the delay in reaching out - I had not received your note through BBB until today due to a technical error. 
  
  Even though the situation has long since been resolved, I wanted to make sure I had a chance to personally reach out to you. I am so sorry for your experience with us earlier this year. 
  
  We are very proud of the experience we provide here, but in this case we let you down and I am so sorry to hear this. 
  
  Again, while the situation has been resolved I wanted to reach out personally so that you always have a manager on speed dial at Neo! If you have any further issues, questions, or need anything at all, please feel free to reach out to me directly rather than go through our support team. 
  
  you can always reach me with an email addressed to ***** (me!) and sent to ***************************
  
  Have a wonderful upcoming weekend!
  
  *****

• Initial Complaint

  Date:02/12/2022

  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.

  Bought merchandise at The *** using their Neo financial MasterCard and unfortunately nothing was suitable, so everything was therefore returned to The *** for a full refund. The Neo statement for October came stating the balance owing , of which I had fully returned before the due date of the statement.I received an email from Neo on Nov 18/22 stating I had missed the payment due date of days previous. So I contacted them on November 22/22and spoke with ******. After explaining the return information, I was told that their computer apparently doesnt recognize a refund for returned items as a card payment. He stated he would put a note on my account to look after it and he would make sure I wasnt contacted again about and that he saw that everything was returned. I was not told that I had to pay the statement balance regardless of the fact that it had all been returned. I have been contacted numerous times since to again pay the balance and have phoned them several times regarding the conversation of Nov 22/22. On December 1st I was notified that my account had been frozen due to an unpaid balance on the account.After an exhausting conversation today with ***** I was told there was nothing to do except pay the balance owing on the statement of $780.49 or the minimum of $15.61 to unlock the account, as this was their policy of keeping a credit on the account instead of using the returned money as payment. She could not address whether I would be charged interest or how it might affect my current excellent credit rating. I asked to speak with a supervisor or manager and was told no one was available and that someone would call me back . I then called The *** to tell them of this situation and was told they couldnt believe it and would escalate my complaint to higher management right away. **** ****** **** *** *** ***** ********* **** **** ******** ***** **** ******** I have just heard back from **** at Neo, stating the entire situation will be rectified with no outstanding balance or interest owing . Please be aware of this company and know that this ********** information and this type of ********** will not be tolerated

• Initial Complaint

  Date:21/11/2022

  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.

  Neo Financial and it's various branches (****** ********** *** ********** ******* ****** ***) offers what they claim is a "secured credit card" and also claim on their website (*** ********** *****) that they and I quote:"Receive information and reports to **********, one of the two major consumer credit bureaus in ******"This is categorically false, I am an *** customer, have free access to my credit score (pulled via **********) and there is not a SINGLE PAYMENT reported for my Neo Secured Credit card, which I have had for 8 months.

  Business Response

  Date: 04/07/2023

  Good day ****,
  
  Thank you so much for your inquiry about our Credit Builder. 
  
  At the time of your sign up, Neo was working very hard to report the Credit Builder to **********. We were successful in ***** ****! We backdated the reporting from the time of sign up. 
  
  **** if you require further assistance or have any other questions about reporting, feel free to reach out to us by Chatting with us or calling into our support line at ***************
  
  If you feel that your concern has not been properly addressed, please refer to the ***for information on how to escalate your concern. 
  
  Thank you for providing us with the opportunity to address your concerns.
  
  

• Initial Complaint

  Date:31/10/2022

  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.

  Neo financial has the worst call center employees ****** Tried applying for the secured card on their website cause they advertise it available.The only option it gives you is the regular card. Called their call center and got no help ** ***. The representative doesn't know how to help you . Went through the application on website, it says it cannot verify my identity even though I take very clear pictures of my ID. Called the call center again, once again employees don't know how to fix the issue.On top of that the website processed the application for the regular card not the secured card.Horrible customer service

  Business Response

  Date: 04/07/2023

  Dear ********,
  
  I hope this message finds you well. We haven't met yet, but my name is ***** and I'm a customer experience manager here at Neo Financial.
  
  I am so sorry for the delay in reaching out - I had not received your note through BBB until today due to a technical error. I have come across your feedback about the application experience you had with us, and I want to personally assure you that we are taking your concerns very seriously.
  I'd like to express our sincerest apologies for the difficulties you encountered while applying for a secured card on our website and for the inconvenience you experienced when communicating with our call center.
  
  When looking at credit applications we do a comprehensive evaluation of multiple aspects of an individual's credit bureau which we receive from TransUnion.This includes things such as:
  

  • Your credit score
  • Your debt-to-income ratio
  • Repayment history
  • This would include any late payments that have been made on other credit products which have been reported to the credit bureaus
  • Past delinquencies
  • Unsatisfied bankruptcies, or consumer proposals

  Given the multiple factors we take into account when determining when to grant credit, we aren't able to give you the specific reason that caused your application to decline.********** does allow you to pull your credit bureau free of charge which will provide insight into what is currently being reported and may have caused our application to decline. You can reach ********** ** , or you can visit their website to request your credit report.
  
  Please let us know if you have any further questions, or if there's anything else we can assist you with.
  
  Best regards,

• Initial Complaint

  Date:19/09/2022

  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 *** ********* ** sign up for a Neo credit card when shopping ** *** ***.I paid off my card entirely and months later my card was fraudulently used used for transactions I did not authorize. I have explained myself several times to staff and the unauthorized charges remain and collecting interest. I received a phone call saying I am overdue for payment** ** ***** ** ******** ********** ** *** ************ ********* *** *** ******* **** ** ********

  Business Response

  Date: 04/07/2023

  Hi *****, 
  
  I hope you have exciting plans for the upcoming long weekend!
  
  We haven't communicated yet, but my name is ***** and I'm a customer experience manager here with Neo Financial. 
  First off, I want to apologize for the delay in our response to your message through BBB. There was a technical error that meant that the note did not come through our inbox until today. 
  
  Even though your account has since been closed and the issue resolved, I wanted to make sure I could reach out personally to you. 
  
  I am so sorry for your experience, it is so scary to see unauthorized transactions on your account and I am dissapointed that our support team did not provide you a good experience in dealing with the situation. We pride ourselves on remarkable experiences and I'm sorry we let you down. 
  
  However, I want to make sure if you ever need anything in the future that you have a manager's direct contact details so you won't need to go through our support team. if you ever need assistance for anything at all, you can always reach me directly by addressing an email to ***** (me!) and sending it through to
  
  Have a wonderful weekend ahead!
  
  *****