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:13/01/2025

  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.

  On Jan 6 I had 6 fraudulent transactions go through on my **********. I was working from home and contacted NEO FINANCIAL ASAP. These transactions were over 5000k in seconds. I received an email stating that the dispute has been reviewed and I am held responsible for 50% of the balance that is fraud. These are not $10.00 transactions. I DID NOT use my card on January 6th as I was at my desk working. I noticed NEO pop-**** investigated immediately, and contacted NEO right away. I also blocked my card immediately. I called the fraud department as soon as these transactions popped up on my phone on January 6th, 2025. Also note: I have an email for Door dash. Also, they are stating I received a text message with a code to authenticate me on Dec 13th. I retrieved all my text messages and I do not have their text in my phone. Secondly, on December 13th my card ending in ***************************************************************** after Canada Post was back to work after December 17th. I dont see how I am responsible for this!! They are not listening to the consumer.I want the entire amount credited back to me. ********** should be responsible for these fraud transactions. Knowing very well this is not my regular transactions. I hope to hear from you soon. Warm regards,**** ***** ************

• Initial Complaint

  Date:13/01/2025

  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 called and tried to cancel my Neo Cathay credit card at the 1 year **** but I was told I will still be charged the $180 yearly fee even if I am cancelling the card. They called it a "membership fee" that I will have to pay even I am not keeping the card. I then requested to speak to a manager. I was advised I will receive a call back within 24 hours. I have been waiting for ever 48 hours and no one has reached out to me still. I tried to call back multiple times and was put on hold for over an hour each time. Finally I was able to connec to an agent after 3 attempts with a total wait time of almost 4 hours! I asked the agent to follow up on my case and the agent hung up IMMEDIATELY on me! His attitude was very bad and unacceptable!I am with many banking institutions and none of them would not reverse the charge when cancelling the card nor returning the annual fee. Neo Financial is very bad and I have very bad experience with them.I am requesting to be reached out and resolve this issue as soon as possible. I am threatened by the agent that my charge is due in less than 3 weeks, and I will face bad consequences if I am not paying it.

• Initial Complaint

  Date:09/01/2025

  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.

  Three unauthorized transactions on Dec ******* occurred on my Neo Mastercard in another country over seas( ****** *****) I reside in ******* ******. These are fraudulent transactions for the amount of $1247.49. This was charged to my Neo Mastercard. I have used the Fever app. For tickets for a local show local here in ******* ****** about a year ago. I was able to log in to my account with Fever app with no issues. The account has not been comprimised. There is no evidence of these unauthorized transactions in my fever app account. This would lead me to believe there was a data breach within the company. When I contacted fever app basically they ignore all the information and said they could not do anything about it. Also wrote multiple emails to Neo financial in regards to these unauthorized transactions and they response was that I authorized these transactions which is very strange because all these transactions occurred in ***** ******. I have asked for a charge back as I have not received any product or service as a result of these transaction. Neo financial ignore my request for charge back.

• Initial Complaint

  Date:07/01/2025

  Type:Delivery 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 made a purchase that was, according to the app, eligible for a cash back reward at time of purchase. I used the app to navigate to the rewards section and noticed it said that purchases on ******* were eligible for 3% back for every $70 spent, unless used through the Apple App Store, in which case it was not eligible. I made a purchase on ******* and was not rewarded the 3% back as expected. I attempted to report the missing cashback through the app, but it said I was not eligible, with no explanation given. This makes it hard to trust whether I can receive any of the rewards listed on the app if they can simply claim that I'm not eligible for whatever unknown reason

• Initial Complaint

  Date:02/01/2025

  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 am filing this complaint regarding Neo Financial's failure to facilitate my application for a ********************* Account (HISA), despite my clear eligibility and adherence to the required process.Neo Financial advertises a seamless application process for eligible Canadians. As a Canadian citizen temporarily residing abroad, I meet all eligibility requirements, including providing a valid **************** Number (SIN) and government-issued identification. However, my application has not been approved, and I have not received a clear explanation for the delay or rejection.I contacted Neo Financials customer support multiple times, providing all necessary documentation. Despite their assurance of assistance, their responses have been vague and unhelpful. I have yet to receive clarity about the issue or steps to resolve it.The lack of transparency and action contradicts Neo Financial's advertised commitment to providing accessible and efficient financial services. This situation has caused significant inconvenience, as I require access to a HISA for essential financial planning.I am requesting the BBBs assistance to ensure the following:Immediate approval of my HISA application and the removal of any unwarranted obstacles in the process.A clear explanation from Neo Financial regarding why the application has not proceeded.This issue highlights a potential failure in customer service and operational efficiency, which I hope can be resolved with your intervention.Thank you for your time and assistance.

  Customer Answer

  Date: 06/01/2025

  I am writing to formally escalate my concerns regarding the Neo Deposit Days promotional campaign, managed by 55rush. This campaign advertises a $25,000 grand prize for participants who meet the outlined qualifications. I have fully complied with the campaigns requirements, including opening a ************************* account, depositing the required amount, and maintaining the funds until the contest's conclusion. Despite adhering to all terms, I have not been awarded the grand prize.
  The lack of clarity or resolution in this matter undermines the transparency of the promotion and customer confidence in the organizers. I respectfully request your intervention to ensure the campaign is conducted fairly and that the grand prize is awarded as promised.
  Thank you for your attention to this matter.

• Initial Complaint

  Date:02/01/2025

  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 have had a neo Cathay world elite card. After the 2nd annual fee posted , I closed my credit card as I didn't wish to continue with the product but the annual fee was not removed from my charge so essentially I have paid two annual fee for 1 year of the product. After contacting the supporting team multiple time they refused to help me out and remove the annual fee charge for the 2nd year and thus I had to pay an extra 180 for a product that I am not using.

• Initial Complaint

  Date:02/01/2025

  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.

  Date of Transaction: August 30 Amount of money you paid: $180 Annual Fee What the business committed to provide you: ****** ************** Miles for spending $3000 within first 3 months Nature of dispute: I spent the $3000 but they did not give me the welcome bonus dispute contacting them multiple times as well their website said replies within 14 days Since the end of August, I have reached out multiple times regarding a missing welcome offer that was promised to me upon signing up for the Neo Credit Card. Each time, Neo chat *****s assured me I would receive a response within 3-5 business days via email. However, I have yet to receive any *************** is a summary of my interactions with *****s:1) ******** failed to log the issue entirely.2) ***** indicated the first ***** forgot to document it.3) ******* ******, informed me that the first and second *****s had not logged the missing welcome offer. I have a chat log with *******, where she confirmed I would receive the promised welcome bonus of ****** points and an additional ****** after spending $3,000.4) ***** (Wadata), finally logged a complaint and confirmed via email that I would receive a response within 24 hours. That time has passed, and I still have not heard back.***** also mentioned that the ****************** were not fair in this case. I signed up for the credit card, paying the $180 annual fee, solely due to the promised welcome bonus. As this was not honored, I would either like to receive the welcome bonus or cancel the card with a prorated refund for the unused portion of the annual fee. I have only used the card for one month, and as the fee is annual, I expect to be refunded for the remaining 11 months.I have reviewed Neo Banks Complaint Resolution Policy, which states that responses should be anticipated within 5 business days, and unresolved issues should be escalated to the Chief Complaints Officer if not closed within 14 calendar days. However, months have past no reply.

• Initial Complaint

  Date:20/12/2024

  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.

  It all started on an ordinary day. As I regularly do, I was checking my Neo Financial account balance when I noticed something alarming a large transaction was pending. Someone had attempted to withdraw $2,289.28 from my account. My heart sank.I immediately froze the card and contacted Neo Financial customer service to inform them of the potential fraud. The agent reassured me that the money was still in pending status and that because I had taken swift action by blocking the card, they would investigate the matter further. The representative assured me that they were actively monitoring the situation and would do everything to prevent the funds from being ******* that moment, I felt a sense of relief. I was told that the investigation would ensure I wouldn't lose any money.Three days later, my relief quickly turned to frustration and disbelief. I checked my account again, only to find that the $2,289.28 had been withdrawn from my account, and a notification from Neo Financial appeared in my inbox. The email stated that I was liable for the transaction, as they were unable to stop the fraudulent charge.Confused and upset, I immediately reached out to Neo Financial to explain my side once again. After all, I had called them right after noticing the fraudulent activity, which should have given them enough time to prevent any loss. But their response was not what I expected. Despite my immediate action and the promise of their investigation, they refused to refund the ********* this point, I felt completely helpless. I had done everything right frozen my card, reported the fraud immediately, and trusted that Neo Financial would take the necessary steps to protect me as their customer but Negative ans.Its not just about the $2,289.28. This amount is equivalent to one months salary, and its a significant financial burden. If it had been $100 or even $200, maybe I could have brushed it off. But this was a serious sum, and I wasnt about to let it slide.

• Initial Complaint

  Date:18/12/2024

  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 am not liable for this debt with NEO Financial. After speaking with a representative over the phone, the agent verbally disclosed the amount that I am required to pay to close the credit card from NEO Financial. Currently, my credit report states that NEO Financial had sent the credit card to collections and negatively affected my credit score for future loan applications.

• Initial Complaint

  Date:09/12/2024

  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.

  Unauthorized transaction Sometime in May 09, 2024, I got a notice on my Neo card about a U.S. purchase transaction posted on my account. Since I have never dealt with these U.S. companies, I called NEO right away and told them that I believe my credit card has been compromised. The person I talked to looked thru my account and after a while of investigating he assured me that its been resolved and that he will cancel the card and will send me a new card. That was fine. I even gave them a positive feedback for the timely resolution of an unauthorized transactions. Fast forward to December 04, 2024, I noticed a posted transaction on my account for $210.35. The same amount that had been disputed and resolved in May 2024. I called NEO today, Dec 09th, and spoke to a ******, a Neo **** to inquire about this posted transaction. She said shell looked at the ****. After about **************************************************************** the background, she told me I was liable for this amount. I told her I am not paying for this unauthorized transactions and that I will be paying whatever balance I have in full minus the unauthorized transactions thats of $210.35. I told her I have frozen the card and will remain so until Neo clear up this issue. I also told her that I will be filing a BBB claim against Neo as suggested by a friend who is also dealing with Neo of the same issues: unauthorized transaction. I told her it seems NEO is not investing enough for the security of their issued credit cards.