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:18/03/2025

  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.

  My phone was hacked on Feb ****** and Fraud went through different banks/financial Institutions. I had a closed credit Card with Neo Financial which closed on Jan 2023 but Fraud reached out them and Neo Financial re-opened the account and issued $4,000 Mastercard to the Fraud. I never applied or contact Neo Financial for opening the account. After my mobile phone hacked, I noticed on my Transunion Credit Report that credit queries done by Neo Financial and I contact them to make sure if anyone takeout money from there and Neo Financial customer service confirmed me that active account is there and opened on Feb 2025.I provided Police report and all other information to Neo Financial but Neo Financial, not reimbursing that money. They declined my request and asking me to payout the balance.

• Initial Complaint

  Date:18/03/2025

  Type:Product 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 had My credit card use in fraud Jan 6th 2025.i reported it to the credit card company the day after it happened. after 7 weeks of reaching out and creating 11 case numbers it have been unsuccessful dealing with my issues. i have received a partial refund and now no one working on my case will contact me after many attempts, i am just being ignored with the case unresolved.i have emails reflection the many attempts with all the case numbers, i would be happy to share.

• Initial Complaint

  Date:12/03/2025

  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.

  I found out that this company is fraud theyre playing as The Bay boutique which I found out from *******. They are not real when I contactedthis company. Theyre in ***** and no intentions are really sending out any product and when they do, they may send out one product and nothing else Because they just want your credit card again to send another charge when I contacted neo financial MasterCard supposedly they dont seem to want to help at all. They keep stalling me and telling me that theyre looking into it. Theyre The Bay credit card and nobody wants to take ownership and I dont know what to do anymore.

  Customer Answer

  Date: 09/04/2025

  The neo financial removed after fighting with them charge , only temporarily until figure out reaching this fraud company . 
  what can I do to help prevent ftom them putting it back dnd charging me 

  Customer Answer

  Date: 12/04/2025

  Thank you very much for trying yes so far nothing more to tell. Lets hope they dont try to charge me in the future very disappointed in how they conduct business. Theyre all all these companies trying to make a buck. I thank you for posting this for other people to help them then lets hope I dont have to pay anything in the future. I appreciate all your concern and help warm regards **** ******. 

• Initial Complaint

  Date:26/02/2025

  Type:Product 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.

  July 2024 I called neo financial to put a freeze on my money and savings account as I had my phone and wallet stolen. I had asked them if they could wait until I got my replacement **, They said yes. When I called them to I asked to unfreeze my account and change my phone number they emailed me a identify verification email. I uploaded my **, they took in my request to change my phone number and told me call back in 2 days. When I called they said I need to upload the same ** card I used when I did my application with neo. The ** I was a regular ** card and was destroyed as per alberta law when I got my class 7, learners license. After weeks of emails and constantly asking they said just upload my new learners license then. Then I end up losing my license after moving addresses, and I don't get a replacement until roughly Nov 2024. And I've uploaded it about 10 times now and everytime it doesn't work, and when ** called neo about it they couldn't tell me anything, so I contact on fido, the identify verification company and read their privacy policy, it says that an individual may request a disclosure statement for as to why the 3rd party/neo financial cant verify an individuals identity, i contacted them and requested that, in turn i received an email saying I need to contact neo financial directly as they will know why and have the reasons why my identify could not be confirmed with onfido, so Ive been calling neo financial and they won't tell me anything, the last time I called they said they would call me back at my new number witch they never do, I asked them if my account is still active because if they were to close my money account and savings ** lose 4 thousand something because I no longer live at the address on file and wouldn't be able to access the mail, neo financial won't even change my information on file, they said they need to submit a request to their supervisors n to call back in 2 days, I call back and nothing changes. They no longer take email

• Initial Complaint

  Date:19/02/2025

  Type:Service or Repair 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.

  After fighting with Neo financial for over 6 months they finally closed my account which was supposed to be done last October. Because of their incompetence my credit rating has taken multiple hits since last year for money that was not owing, this is unacceptable and needs to be fixed immediately. They flat out refused to contact *********** regarding this and said it was my responsibility not theres

• Initial Complaint

  Date:06/02/2025

  Type:Product 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 have a prepaid credit card with Neo Financial. The last time I used the card was May.2022. In November of ***************************** a monthly fee of around $*. Which puts it at around $*****. I was told I should have got an email. Which I may have gotten in my junk mail. Just trying to see if there is anything I can do. I'm not able to close the account without paying so not sure if I should pay it for now. My wasp also expired if that means anything.

• Initial Complaint

  Date:03/02/2025

  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.

  1 to 2 weeks ago I tried opening an account with ******************, it kept burping out the "Have we met?" error, I recognized it as I tried to open an account awhile back but wasn't eligible due to the requirements being minimum 18 years old, but they then created the ** Money Card so I felt like I could just create a profile and apply for it. After seeing that error, I called about my previous profile so I could just log back into it, same thing for the new profile I had created, the customer support agent told me that they can't access either profiles as I didn't give enough information, that was fair enough, but the person I was on the phone with just told me to create another profile and after that to apply again, and if I get the same error I should just call. Unsurprisingly, the error resurfaced again, I called and they somehow fixed it by merging all the accounts, I'm not sure of the process but it sounded like that. After doing that I verified my ID and put all my information while on the phone with the **** he told me everything went through and that I need to wait until the customer onboarding team approves my application, 4 hours pass and my account gets locked, how strange. I call again and they tell me that they will not do business with me and that I have violated their terms of service, that was kind of surprising considering I have never had an account with them so this couldn't be related to fraud, I also checked my eligibility and I was eligible, I never had a single product with them so me being banned felt very out of the blue and weird. My guess for the ban is that I created multiple profiles, while that may be true, all of the times I created a new profile aside from the first one, was per the directives of customer support **** I was talking to. Would be appreciated if this can get appealed, thank you.

• Initial Complaint

  Date:29/01/2025

  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 opened up a neo account checking + high interest savings and they froze my account. I have over $10,000 in that account. Can't touch that money. Can't get a hold of them. Sent them an email. No response. Can't even get my account to look to see what's going on. Please help!!!!!!

• Initial Complaint

  Date:16/01/2025

  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.

  Via NEO Financial I had a ****** Bay credit card which was defaulted on and the amount owed sent to collections for a little over $500. In June 2024 I communicated with the collection agency SinglePoint and paid everything that was owed. I received a release letter and confirmed with ********** the collection/debt was paid and was no longer showing as in collections on my credit report. Fast forward to now, I receive a letter on Jan 13th 2025 from a law firm acting on behalf of a DIFFERENT collection agency (***) saying I owe this money still and I must pay or face legal action (which I will also note they denied on the phone, but I have the letter so...ok, nice try but no? You literally threatened me with legal action). I will also add the firm (******************) sent the letter not by registered mail and not by courier...just regular *********** despite knowing full well there are MAJOR delays occurring as a result of the strike before the holidays. So the letter threatened action if not paid by Jan 10th, and again I only got the letter on Jan 13th. So as a side note...the firm they chose is clearly sub-par and not legit. No legit firm would mail this type of letter that ****** again the letter claims I owe the money which I DO NOT b/c I paid in June 2024.The reason for the complaint against NEO Financial specifically is that I'm upset and concerned at how and why they were able to send this collection to multiple different collection agencies and were so neglectful in the upkeep of their customer records that it resulted in me getting threatened with legal action for something that isn't even a real issue and was handled already. I need them to reply to me and explain how and why this was allowed to happen and what they will be doing to address such an egregious error. I also require written confirmation they have received notice from the original collector, and now TPH law that this matter is resolved and they will LEAVE ME ALONE.

• Initial Complaint

  Date:13/01/2025

  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.

  I am filing this complaint against Neo Financial due to an unethical and deceptive policy change that has caused financial and potential credit-related harm.A few years ago, I joined Neo Financial because they offered a secured credit card with no fees and no credit checkterms that were crucial in my decision to choose their services. Over time, I stopped using the card, leaving the account inactive.On January 11, 2025, I received an email from Neo Financial stating that I had missed a credit card payment. This was shocking, as I had not used the card in years and was under the impression that the account had no associated fees. Upon further investigation, I discovered that Neo Financial had quietly introduced a $5 monthly service fee for this card.What makes this situation even more unacceptable is that Neo Financial made this change without contacting me directly or obtaining my written consent to agree to the new fee. Instead, they began charging the service fee without my knowledge, leading to an unexpected overdue payment and now a potential negative **** on my credit history.I find Neo Financials lack of transparency and their backdoor tactic of turning a free service into a paid one without customer approval to be highly unethical and unprofessional. As a result of their actions, I now face the possibility of a credit stain due to a missed payment that was entirely outside my control.I am requesting the following from Neo Financial:1.Confirm whether they have reported a missed payment on my credit history.2.If such a report exists, have it immediately removed, as it is an unjust and unfair claim stemming from their deceptive practices.I hope the Better Business Bureau will assist in holding Neo Financial accountable for their actions and ensuring that this matter is resolved fairly and promptly.Thank you for your attention to this issue.