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:17/06/2024

  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.

  On June 3, 2024, I reported an unauthorized transaction to Neo Financial that occurred on May 31, 2024, and requested a card replacement. The following morning, June 4, 2024, upon waking up, I checked my phone and saw notifications of unknown transactions on my Neo Mastercard. There were 9 consecutive transactions within just 30 minutes, but I did not receive any call from Neo regarding unusual activity on my account. Nevertheless, I promptly reported these transactions to customer service before they were posted.On June 11, I received an email from Neo Financial stating that they had charged back the transaction from May 31 but needed to ask some questions about the transactions on June 4 before making a final decision. I responded to their questions, but on June 13, they informed me of the following:"We thoroughly reviewed your account and the transactions you didnt recognize, and we found no signs that your card was compromised. The purchase on your account was an online transaction completed after unlocking your mobile wallet (Apple Pay) and selecting your digital wallet as the payment method. This transaction was completed on a trusted mobile device at the merchants point of sale. Your mobile wallet is protected by biometrics and your personal password that only you should have access to. This indicates that the purchase only happened with your authorization."I am humbly seeking your assistance in this matter. The charges were made without my knowledge or participation. I have fulfilled my responsibilities as a cardholder by maintaining account security and promptly reporting fraudulent transactions. I urgently need your help because Neo Financial is charging me a large sum of money that I cannot afford. We are not wealthy and have only been in ****** for 2.5 years without substantial savings. Thank you so much for your help.

• Initial Complaint

  Date:14/06/2024

  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 have had an account with the company for about a year. They have closed the account without any explanation of where I violated the terms and conditions of the account. with having on going dispute that was on going. However now the dispute has been closed and because the company closed the account the dispute has been closed in my favor and the company refunded back my account. At this moment neither I am able to get a e transfer out or anything of the funds. I have contacted them many times to have my money and reps are giving me many stories that I can only do e transfer out or link an account I don't have a bank account to link. I have asked for supervisors to speak to get help they said no supervisor isn't there or I can speak to as the something they told me the supervisor will tell me Really getting frustrated and been calling back and forth have to be waiting hours on the line to be getting the same responses.

• Initial Complaint

  Date:28/05/2024

  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.

  Dear NEO Financial Team,There is a serious matter regarding my credit report. An account for the ********************** Mastercard, which was a prepaid card, has been illegally added to my credit history and placed in collections. This account was involved in fraudulent activity back in 2022.When I contacted your customer service in April 2022 regarding this issue, I was assured that the account was frozen, would be closed, and that NEO Financial would never pursue me for the fraudulent amount. Despite these assurances, I am now seeing this account on my credit report, incorrectly marked as a collection. The NEO Financial Mastercard in question was a prepaid card and was fraudulently charged $1635 when there were $0 in available funds. I was informed by NEO Financial in April 2022 that the account was frozen and would be closed due to the fraudulent activity. I was explicitly told that I would not be held responsible for the fraudulent charges. Adding a prepaid Mastercard to my credit history is both inappropriate and illegal. This is akin to adding a gift card to my credit report, which is absurd and unjustified.This erroneous addition has severely impacted my credit score and financial standing. I have notified Equifax about this issue and am disputing the account. I demand that NEO Financial immediately remove this fraudulent and incorrectly reported account from my credit history. Failure to address this matter promptly will leave me no choice but to pursue legal action to protect my rights and restore my credit standing.

• Initial Complaint

  Date:21/05/2024

  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.

  Referring to the attached communication with NEO Financial, we need help to deal with these people. We've received no communication from them except a late payment notice with no details how to pay.We are trying to pay an account due May 10 but NEO Financial refuses to let us make the payment.What we are asking:Co-operate in giving us the account details and bank transfer code for bill payment and accept our payment of $112.10. Determine the method of payment. We refuse to use a smart-phone since we are seniors and phone illiterate. Waive all interest charges for late payment since it is their stupidity that caused the late payment. Make sure that our credit rating is unaffected. Confirm receipt of payment and the account is at zero. Once the account is clean, cancel all accounts with **********************, especially the credit card.

  Customer Answer

  Date: 25/06/2024

  AS of this week, this matter seems resolved. NEO Financial finally got us the replacement card and we were able to settle the account.

• Initial Complaint

  Date:07/05/2024

  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 have been unable to access my account or my funds since my accounts were frozen April 5th without any notice or communication and despite multiple hours on the phone with customer service and management the only information I've been given is that my account is under review and someone will contact me but were now 4 weeks later and still I'm in the dark. I was also told deposits would still go in to the account which is not the case and money I was etransfered that I have confirmation was auto deposited into the account that isn't reflecting on the balance so it's just missing and nobody seems willing to assist with this issue either. I also have a credit card payment thats coming due that I will be unable to make a payment to which will impact my credit when the only reason I got the secured card was to help build my credit. To a hold an account for a review for over 1 month with zero communication with the client is completely unacceptable and I've been pretty patient and understanding but I need a resolution

• Initial Complaint

  Date:22/04/2024

  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 have a secured credit account with neo with a limit of $650 and also a money account, 2 months ago I tried using them as a bank verification for a loan and my account got frozen. Had to submit id and was told it was under review with no timeline as when I would know the outcome of the review. I have had 0 access to my account and when I try and use my bank cards I get an email saying my card is frozen please unfreeze to use. They have that lock unlock ur card feature. Since my account has been disabled/frozen they have taken a auto pay payment for my credit card and I have been able to send myself etransfers. April 19 I sent $1500 to my email associated with neo by mistake I thought I switched my email over to my other bank. I have called and called to be told the money isn't there my account is under review and there's nothing they can do. Since I've been calling continuous they have disabled my autopay credit payment email says since account is under review it's disabled ..well how can they take payment when it's being reviewed. They won't get me a phone number or email to contact the review team and I actually got hung up on twice today April 20 I have supporting emails saying the money got deposited into the neo account. I have tried to close my accounts and they will not honour my right to that either. Since my credit card is secured they have $650 security funds on top of my $1500 etransfer. I just want my money

• Initial Complaint

  Date:09/04/2024

  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.

  Credit card company NEO FINANCIAL $8396.89 Neo advises that I charged this amount by inadvertently sharing my personal credit card. Code with fraudulent parties and that all of these charges were made on my digital wallet. I do not share my code with anyone nor do I keep any credit card info in my digital wallet This is false. My account has in fact a credit of $2.29. Account paid in full Jan 7,2024.I have corresponded with Neo via phone calls,registered mail, and emails with no avail.Problem began on feb 19th,2024 when I received a call from NEO asking if I had made a purchase to DOOR DASH in *********. I advised them that I did not and that my account had no balance.So from Feb 19th to FEB 20th. Charges to my account accumulated to the above stated amount as they continue to add interest charges as well I have not paid them any money as these are not my charges

• Initial Complaint

  Date:08/04/2024

  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.

  They are you refused to close account just opened .

• Initial Complaint

  Date:04/04/2024

  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.

  I'm writing this review to warn others about the appalling service I've experienced with Neo Financial. Recently, they froze my account without any warning. I immediately followed their instructions for verification, expecting a quick resolution as their representative indicated.However, it's been well over a week, and I'm still locked out of my account. This means I cannot access the funds I rely on for my daily spending needs. Neo Financial has provided no updates or explanations for this outrageous delay.Their lack of communication and complete disregard for the impact this has on their customers is unacceptable. I urge potential customers to think twice before trusting Neo Financial with their finances.

  Customer Answer

  Date: 04/04/2024

  Both, I need a resolution as well as warning others 

• Initial Complaint

  Date:04/04/2024

  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.

  Dec 5th I signed up for a Neo Credit Card in the **************** store at ******************** with a representative (to obtain a 20% discount on day-of-sign-up purchases to save some money on Christmas shopping). Onsite I was provided a receipt of the *********** purchases ($295.44 spent in store on Dec 5), an initial email, and told that my card + activation instructions would arrive in the mail.Following, I received a few Neo emails but largely ignored them until I'd have time to set up the card in the New Year.Dec 27th at 6:07pm I answered a call with the Caller ID 'NOTIFICATIONS', answered - no response, I hung up. I did not notice until days later but at that same moment a Verification text was sent to me from Neo - I did not prompt or action the verification code.Dec 29th I was checking emails and noticed quite a few from Neo, all in french,sent between Dec 27th - 29th. Realizing something was off I downloaded the Neo App, used my email address to create an account & then discovered that $4,220.47 had been spent via a ****** pay wallet (tapping with my card details) at various stores in ****** from Dec ***** 2023.I immediately froze the card & contacted customer support team to report the fraud, and updated my personal passwords.Important to note: Neo CC ************************ denies the fraud despite it taking place out of ************ had not activated the card or account yet - they are holding me liable for payment. I did not share the verification code Neo sent via text with anyone.I did not activate the credit card & only created an official Neo account on Dec 29 when I realized the french emails were fishy. I was alone at home during the time of the *********** (on Dec 27 6:07pm ET).At no point did I lose or leave my phone unattended around strangers.I have not been in ****** at any point in time over the past year.I do not have a ****** pay wallet or an android phone - I have an iphone and do not use any mobile wallet for credit/debit.