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:06/12/2024

  Type:Product 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.

  On October 7th, 2024, I made a payment to my Neo Credit card of $11,000 in error (my card balance at that time was only around $1000) . I called my bank (Scotia) on October 8th when I realized my mistake and they said they would contact Neo and have this payment reversed but it may take up to 4 weeks to see the payment returned.After the 4 weeks passed I had not received the overpayment back, so I reached out to ****** and they advised they never received a response from Neo for the payment reversal. I then contacted Neo and they told me that the request from Scotia had not been received. I asked the agent if I close my credit card account, would I then get my money back and she said yes, I would be refunded the balance in 3-5 business days via e-transfer, so I went ahead and closed my credit card. 3-5 business days passed and no e-transfer received. I contacted Neo again, and they said the previous agent "forgot" to submit the refund request and she would do it and I would see the e-transfer in a day or two. 3 days passed without the refund, so I contacted Neo AGAIN and the agent said it has been escalated now and due to my original request to have the payment reversed, that is how they will have to process getting my money back to me, and I would see it returned to my bank account by the end of the week. It is Friday today which is the end of the week and I still do not have my money back. This is a very large sum of money that I am paying very high interest on my other credit card that the payment should have gone to. It has now been two months since the original mistake and this is completely unacceptable. I just want my money back from ***. (the negative balance showing on this credit card account is $10,044.95 as I had a small amount owing so this $10,044.95 is what I am trying to get refunded back to me- not the original $11,000 overpayment)

  Customer Answer

  Date: 13/12/2024

  Problem has now been resolved and all monies returned 

• Initial Complaint

  Date:05/12/2024

  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.

  Of note: I have a saved transcript of this exchange. I missed my total bill payment by 17 cents and was charged $90.63 in interest. I reached out to the support team on December 5th because the amount is significant relative to how much I owed. I made a payment by the due date of $612.13. The balance was actually $612.30. So, I made a payment of $17 (I meant it to be 17 cents, but put in dollars instead of cents). As I initiated the chat, there was an automated message explaining that any amount outstanding on a bill would be charged interest, which I understand. The exact wording: Interest charges on your credit card can occur if you dont pay the full statement balance by the due date. If you only make the minimum payment or a partial payment, interest will be charged on the remaining balance. After much back and forth, the agent acknowledged that the interest was higher than warranted, given that the amount NOT paid off was 17 cents. After escalating, an exception was offered to waive $50 of the interest. That wasnt sufficient for me since the reason offered was Interest is charged daily after the due date so thats why it went all the way to $90.63. The time difference from due date of November 25 is less than 10 days. In response to this being the final resolution offered, I explained that I would be cancelling my card and engaging the Better Business Bureau. So, here I am submitting a claim. I have cancelled my card. The outstanding balance is currently $23.80. I overpaid $16.83. A $50 credit was applied. My request is to have the $23.80 outstanding interest charges waived and a refund cheque issued to me in the amount of $16.83.

• Initial Complaint

  Date:04/12/2024

  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.

  November 28th, 2024 3:01 PM $180.00 I have contacted *********** customer representative, they refused refunding any portion.I was charged 180cad for the secon annual membership Fee.I canceled the account in 6days after then. The fee is typically prorated based on the length of time the card is used. Since I only used the card for less than a week, I believe I am entitled to a refund for the unused portion of the annual fee.Therefore, I kindly request a refund for the days that I did not use the card, as the fee should be adjusted accordingly. I would appreciate it if *** could calculate the refund based on the actual number of days the card was active and provide me with a full refund for the unused period.

• Initial Complaint

  Date:03/12/2024

  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.

  On November 4, ************************************************************************ ********** (they used the card in a different city than I was even in). I noticed two days later and immediately reported it. I was told all transactions were declined and this is what it showed on my statement as well EXCEPT the balance owing showed I owed the money for two transactions (both I was told were declined and showed decline on the statement). I contacted Neo financial 9 times to resolve this. My last conversation via online chat (because in the phone I waited on hold For over 3hrs!) the lady closed my account without verifying thats what I wanted. When I asked her to reopen it. Cause I did not ask her to close it she responded by saying I made a comment that I wanted to close my account previously in the chat. I did make a COMMENT that I wanted to close my account but at no time asked her to close it. She also did not say anything to indicate she was closing it (didnt tell me she could do that for me or to wait while she closed it or ask if I wanted her to assist me with that). So, a comment (not a request) I made out of frustration was acted on without consent to do so and now Im being told I have to wait 6 months to try to re apply! On top of all this, Ive been told the dispute will take up to 120 days to be resolved and in the time being I have to pay the account or Ill owe interest!! First of all I pay service fees each month for a card that is secured (meaning its my money not theirs) and they get interest in late payments even though its my own money! (Ive never been late to date but this dispute is causing interest and reporting late payments and affecting my credit rating). Any other credit card company reverses the charges while its being disputed and lets you know if you lose the dispute they will re enter the charges without having to pay interest while in dispute. This company is taking advantage of fraudulent charges (earning interest)

• Initial Complaint

  Date:29/11/2024

  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 live in ****** and have had a Neo Financial Mastercard for many years, among many other credit cards. Many of these cards have gone into my iPhone's Apple Wallet. I have never had a fraudulent transaction on any card before or since this incident. In mid October 2024, I received a notification that a charge had been made to my Neo card for ~150CAD at a ****** in **********, ***. Only a few short minutes after that, I marked the transaction is disputed and locked the card. It has taken 6 weeks for a response from Neo Financial, and they tell me essentially because my card was in the Apple Wallet it is my fault that it was used fraudulently and they will not be doing anything about the disputed transaction. I have since told them I won't be paying and have closed the account.

  Customer Answer

  Date: 20/12/2024

  Hi BBB, I have received a pretty unsatisfactory private response from Neo Financial, essentially victim blaming: 

  "Central Operations Team (Neo Financial)
  Nov 28, 2024, 16:18 PST
  Hi ******** House,
  Weve reviewed the dispute you submitted for a transaction at Target T-2077 ********** Usa on October 15th, 2024 at 4:12PM (PDT) for $137.42.
  Unfortunately, this transaction isnt eligible to be disputed under Mastercards policies. The transaction was made using a mobile wallet, so the card was previously authenticated by the cardholder. Heres a summary of the transactions that arent eligible for chargebacks, along with tips for keeping your account secure. We will be closing this dispute.
  We recommend that you contact the merchant directly (if you havent already). In many cases, the merchant can help resolve the issue directly.
  Any additional evidence from the merchant (such as emails with the merchant) can help us dispute the transaction. Please reply to this email if you have any new evidence and well review your claim again.
  Were sorry that we werent able to assist you further. If you have more questions about this dispute, please reply to this email. Otherwise, the fastest way to contact us is through chat.
  Dispute Resolution Team
  Neo Financial"

  My response to them just now: "Hi ****,
  
  
  That is a travesty of a victim-blaming word salad of a response, and needless to say I'm pretty upset about it.
  
  
  Please respond to my complaint through the Better Business Bureau: complaint ID ********. This complaint was placed a few weeks ago.
  
  
  I have updated the BBB with your responses to me thus far.
  
  
  
  I will not be paying the charge, and the longer this goes on for the less likely I am to ever utilize any Neo Financial product in the future. 
  
  
  I have never before or since had an issue like this.
  
  
  All the best,
  Nick"

• Initial Complaint

  Date:28/11/2024

  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.

  This is in regards to my Neo Financial **************** Mastercard. On June 29/24 i was contacted at work by Neo advising me about suspicious charges being made with my card in ****** (2 charges) i reside in **. After logging into my account i saw the two charges and told them these charges weren't made by me. They agreed and said they would reverse the charges (which they did and i saw) lock my card and reissue a new card. In the middle of the night i began getting a high volume of spam emails to my email account, by the time i got to work i had over 5000 spam emails. I logged into my NEO account and was shocked to see 5 more charges had been put through my credit card, after just having my card compromised the day before and was told it was locked. All five charges were the exact same amount $169.14, three of those charges were made to a shoppers drug mart in ****** and the other 2 were made to a dollarama all made around 2am in the morning? I immediately called NEO about these charges and wanted to know how this could happen since my card was locked. Horrified, I was basically told there was nothing they could do and that i would have to dispute these which was different process? I did that, and what should have taken ***** days took 120 days! i called biweekly for updates but was always told it was still being investigated. on the 120th day i logged into my account and it said my dispute was resolved so i called NEO to find out result only to be told i was responsible for these charges and that an email was sent out days before, i never received an email. i was told my card was tapped at these locations? i was never in ******, i could prove with my employer i was in ** on that day working. I was never able to speak to a Manager and was hung up on multiple times. i was locked out of my account a few times? i had to change my email address to stop receiving the spam emails. i escalated my dispute as per their policy but denied each time, inside job!

• Initial Complaint

  Date:21/11/2024

  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.

  This is not an employer complaint but I need to explain the background. I moved to ****** for the summer of 2022 because a friend of mine was having a hard time. I couldn't find a job. I was going to be there just for the summer, so I wanted something part-time to supplement my savings. I was hired by Neo Financial as a Sales Associate. I should have know it was a sort of a scam when I WAS FORCED TO SET UP AN ACCOUNT WITH THEM AS A REQUIREMENT OF BEING HIRED. I'd have never done it otherwise. I did their online training (for which I was never paid) and I did 4 hours of work selling their credit card (for which I was also not paid). I quit after those 4 hours telling them selling credit cards I don't believe in isn't for me. However, my issue is that I've asked them numerous time to close my account and they've not done it. And now, they are asking me to pay a minimum payment on a card I NEVER USED. I am not paying for anything I've never used. I am asking BBB to help me force them to close this account (which I never wanted in the first place). I don't want the bills to go to collections affecting my credit when I never used the card at all.

  Customer Answer

  Date: 22/11/2024

  Hi ****, 

   

  I just wanted to say that I'm worried this Neo Financial dispute will affect my credit rating in a bad way. I never wanted this account. Now I have an outstanding balance for a card I never used. I don't understand. They are shady. I think ***** had a similar business approach; they'd recruit new members so that they could sell knives to them and their families. *** recruits new sales **** and forces them to open accounts. I'm not paying for this card, but I am very worried a bill of $5 will be send to collections affecting my credit rating. I just wanted to let you know. I don't want to give in but I am worried. 

  Sincerely, 

   

  Marta 

  Customer Answer

  Date: 26/11/2024

  Hello, 

   

  I was just wondering if you've heard from Neo Financial. They keep sending me reminders to pay the $5.

  I never used their card. I don't know how I have an outstanding payment. 

  Marta 

• Initial Complaint

  Date:18/11/2024

  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 was offered a credit card from Neo Financial a few years ago. I never activated the card. to my surprise when I was looking at my credit report they had started charging me $5 a month for a card i never activated and when I signed in today to pay the $10 and close the account it showed the card expired over a year ago. How is it legal to do this?

• Initial Complaint

  Date:14/11/2024

  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 have a NEO Financial chequeing account.I've been using it for a long time until I received an email that it was disabled without any reason.I didn't do nothing wrong, just simply sending my money into this bank.I need to enable it, because I have ***** CAD in NEO Financial's chequeing account.I need an appologise about everything happend to me.

• Initial Complaint

  Date:13/11/2024

  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.

  They have frozen my Neo Financial bank account, due to identification verification that I have submitted,do not have management available to speak with and are not responding to any emails when trying to escalate a complaint.