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:26/03/2024

  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 applied for a credit card from The Bay at *************** and was swiftly approved on the spot, the credit card turned out to be Neo Financials. I then used it for that one time purchase, the timeframe was around the first week of December 2023. By December 8, 2023, I had paid off the entire balance. However, in January 2024, Neo Financials contacted me regarding suspicious charges on my account, which I confirmed were not my transactions. They instructed me to await further guidance.Initially, I didn't think much of it, but when I received a bill for nearly $10,000, I grew greatly concerned. Upon contacting Neo Financials, I was assured that the charges would be disputed since I had neither received nor activated the card they sent me. I was advised to disregard any email notifications and was told they would conduct an investigation.Despite this, I received another text regarding late payment, prompting me to call Neo Financials once more. Again, I was assured that my status was under dispute and instructed to ignore further correspondence. As March arrived, I decided to follow up.During today's call, Neo Financials informed me that my dispute had been rejected, and I am now held responsible for the charges. I was utterly stunned. When I requested documentation to support their decision demonstrating that the charges originated from my personal devices, I was told they would not disclose any proof beyond the decision to require payment.These charges are not mine. Furthermore, I never activated their card beyond the one-time use at ******* on the day of application. I urgently seek your assistance please, I have no means to pay for these illegal charges and my husband would divorce me. Please help me.

  Customer Answer

  Date: 26/03/2024

  Please be advised of the following Reports:

  Police Report: RI-24-9404, Richmond RCMP, case is being handled by Constable *******************************************'  at phone number ************

  Trans Union Report: I516937

  EquifaxTicket Number: A690472119

  I have also made a legal consultation but I am hoping that this can be resolved before any legal proceedings. 

  Thank you BBB for your help. I am forever grateful.

  Sincerely, *******

• Initial Complaint

  Date:19/03/2024

  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 tried to contact NEO Financial to make sure my Bay Card was still activated. I provided appropriate evidence of ownership ( birth date, drives license, and security question correctly answered. User name and password correct (according to their records). Some confusion occured regarding password so I tried to change. They would not give me access to my account because I could not tell them the exact amount of the last charged item, from over a year ago! I wasted HOURS of my time trying to negotiate their website, spoke to so called customer service that did not know what to do, and did not pass me on to someone who could help with an obvious problem with THEIR computerized system. I want an apology from this company along with regaining proper access to my account. They can reach me on my email account, ****************** If they refuse to contact me and resolve this, I want to make a formal complaint about this company, and I will be contacting The Bay to let them know this company is preventing me from using The Bays' Card.

• Initial Complaint

  Date:19/03/2024

  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 expressed my interest with Cathay Pacific (CX) for ********** World Elite Mastercard powered by Neo back in Nov/Dec 2023. I received the email to apply in Dec 2023, however I was not able to do so. I called Neo in Jan 2024, the agent told me I am not eligible. Later I called Neo again to cancel my existing ****** Bay credit card and afterwards I was able to apply for the new card through the phone / with agent's help. I used the new card info to purchase an air ticket from CX online on Jan 29. As I did not see the promotional air miles being credited to my account, I called Neo on Mar 19, then I found out my new card is not ********** World Elite Mastercard, but just a standard card. I felt *** had misled me as I have clearly mentioned in all my calls that I am interested to apply for ********** World Elite Mastercard. And I have never been told the card that I applied for is not ********** World Elite Mastercard. Now I am not able to get the promotional air miles (****** miles for card activated + ****** miles for $3,000 spend + ***** miles for 1 additional mile to purchase CX ticket online = over ****** miles). Neo should compensate my missing air miles for being dishonest.

• Initial Complaint

  Date:11/03/2024

  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 H3138303533373*313436H credit card and recently I requested a replacement after a transaction that I didnt recognize.Since then I have multiple problems with the card:1. My card was expected to be delivered in max * days and it is already 4 days and I did not received it *. I claim * refunds from stores (air canada and another one) the company said they refunded me and Neo costumer service keep telling me the refunded is bounced because it is a new cc number, however they do nothing to help me fix it.3. I asked to them TWICE to send me an official email or letter saying that my cc has been changed so I will send to the companies and try to get my refund. In both TIMES the SUPERVISOR (was not only the regular person) promised me the email at the end of the SAME DAY and I HAVE NOTHING.4. I have paid my cc statement and guess what? IT HAS NOT BEEN BOUNCED neither paid my cc. So ALL THE MONEy transfer to my old cc number have never been gave back to me or to the other companies.Are NEO KEEPING IT? Since they do NOT SOLve the problem?At the end- I JUST LOST $1000 dollars and I feel stolen by this company, what is very said because in 4y I never changed for any other cc.I just wanna my money back because I paid my statement and it is a refund I am not even claiming the not recognized transaction.

• Initial Complaint

  Date:06/03/2024

  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.

  This business has the absolute worst customer service!! Their people who answer the phone aren't even competent!!!I have been getting a very hard time getting help with this issue. I tried applying for a secured card through neo.The first person I talked to was pravilla on the chat. She couldn't help me at all.I then called into the call center. They said that I had 2 e-mails and 2 phone numbers on 2 accounts. I explained that this is not true!!! I have 1 email, which is ************************** I have 1 phone number ************.I was then email by ******* at neo ticket number Your request (*******) to send in my ID to verify my identity. I did as she requested. She then tells me to log into the neo site and press sign up. I tried doing that. I entered my email and it tells me that they wanted to send a verification code to a phone number ending in 8328. This is not my phone number!!! My phone number is ending in 9441.Why can't I get some competent service from this company???

• Initial Complaint

  Date:23/02/2024

  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 feb. 23, 2024 I applies for a credit card through Neo Financial. I was a recommedation from clearscore which is a credit reporting agency owned by transunion. I went throught the process and when the question came up do I want a secured per-paid credit card or a credit card and clicked on credit card. I am working on bettering my credit score. After sending in pictures of my drivers lic. and of my self the site said I was approved for a per-paid card. I did not apply for a per-paid card nor do I want a pre-paid card but I beleive I will get a credit hit on my credit report for something I did not want. I find this to be very improper and misleading.

• Initial Complaint

  Date:21/02/2024

  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.

  On Feb 20th I received a large deposit from cra. I had purchased a few things totaling under 1000 that day, later that evening I went to use my neo Money card and was declined. After I caked the company I was informed to check my email. I recurve an email stating they wanted to verify my ID. I filled out all the proper and asked for info and refund it. At which point I was told I would be notified within 24 hours. I have had this account for over a year already. After 3 more phone calls I recurve an email after they had closed that they will no longer be doing business with me and closing my account and I had 30 to Withdrawl all funds. I still have no access to my account online or any other way. I was left on the side of the road in-6 weather last night with no gas 2 hours away from home because they Enfamil decided to freeze my account with over ***** in it and I now have no access to my funds and an told I have to Withdrawl them within 30 days or possibly lose the money. What type of bank does this for bo apparent reason and does not allow someone to access their funds.

  Business Response

  Date: 26/02/2024

  Hi *******,
   
  Neo Financial periodically conducts reviews of all its customers activities.
   
  After a review of your account, we will no longer provide financial services to you due to violations of our terms and conditions.
  We are giving you notice of our decision to close all your accounts and discontinue all services offered by Neo including all access to the Neo Platform. 
   
  What you need to do next is make alternative banking arrangements, as we are not prepared to open another account for you at this time.
   
  If any funds remain in the account, you will need to contact our customer service team to receive assistance with removing the funds as the account will be restricted. 
   
  Sincerely,

• Initial Complaint

  Date:20/02/2024

  Type:Sales and Advertising 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 completed the offer as advertised in Virgin My benefits app. The business refused to honour promotion as advertised, and started referring to conditions not mentioned anywhere.

  Business Response

  Date: 26/02/2024

  Hi ********, 

  Thanks for sending this email through for our complaints team to review!

  I am sorry to hear we let you down on a recent interaction with us, and that the resolution did not meet your expectations. Unfortunately, the sign up requirements were not met for you to be eligible for the offer, and the voucher code (through the promotion) was not added to your application at the time of sign up leaving you ineligible for the offer! I see a recent complaint to our team where you spoke with a leader to provide feedback that the information in the promotion was unclear. I am so sorry to hear this! I have documented the feedback as well to advise future campaigns. 
  
  As a gesture of goodwill, I've applied a $150.00 bonus to your rewards account that you are able to do with what you like!

  Please let me know if there is anything further you need assistance with, and we can support you. 

  Customer Answer

  Date: 26/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************************* *********************

• Initial Complaint

  Date:15/02/2024

  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 am *************************, a Neo Financial customer, filing a complaint regarding unauthorized credit card charges exceeding $5,000 between December 25, 2023, and January 23, 2024. Despite a police report and identifying the fraudster, *** refuses to honor Mastercard's Zero Liability Policy, holding me accountable for the fraudulent charges. Interests are still running, even if the police service said that I had NOT to pay the amount for the unauthorized transactions.*** had committed to secure transactions and adherence to Mastercard's policies but failed to provide adequate security, allowing transactions without authorization checks. I immediately contacted *** upon discovering the fraud, yet their response has been unsatisfactory, leading to no fair resolution.***'s lack of support and insistence on disregarding the clear evidence I provided have caused not only financial harm but also considerable stress and time loss, impacting my personal and professional life. Their customer service has not taken my calls seriously, neglecting to address my situation with the urgency and attention it demands.I request the BBB to conduct a thorough investigation into Neo Financial's practices, the reversal of fraudulent charges in line with the Zero Liability Policy, and a review of their security measures to prevent such occurrences with other clients.# of the case with Neo Financial support : #******* # of police report : (**********, ******, ****** - 2024-4848)Account number involved: card stolen and blocked - ******************* I can answer to your questions, and if you need more informations, I can share mail exchanges (but it is in french). Thank you for your help.

  Business Response

  Date: 26/02/2024

  Hello, 

  It looks like we have sent an email outlining that we have begun the process to dispute the requested transactions. This email was sent out on February 15, 2024.
  
  What happens next?
   
  The chargeback can go through multiple stages, as we have to follow Mastercard policies and investigate directly with the merchant. Because of that, depending on the transaction, the duration of this process can range from 45 to 120 days, or more in some rare cases. 
  

  What about my credit card?
   
  We know that this process can be lengthy. To minimize the impact of this dispute on your account and to help put your mind at ease while your case is being reviewed, well process a credit to your account in good faith.
   
  This credit will:
  Guarantee that you dont have to pay for the disputed transaction and that no interest is generated from it
  Be visible in your app with the name Transaction Dispute Adjustment and Admin Account Adjustment
  Become permanent if the dispute is resolved and ruled in your favour 

  
  This credit wont:
  Exempt you from paying the other legitimate transactions from your card 
  Important: In case the chargeback is ruled in favour of the merchant, this credit can be reversed, effectively reinstating the disputed transaction on your account.
   
  These changes will take effect on your account immediately, and you can check them directly on your app.

  Sincerely, 

   
  

  Customer Answer

  Date: 28/02/2024

   
  Complaint: 21291250
  
  I am rejecting this response because: 

  The amount in my credit card is not 0, as it should be. Also, I did not receive answer to the formal notice sended by registered email (UTC) 02/26/2024 05:16:24 PM

  There are other communications that pose problem, please see the # 3885227 ; 3818762 ; 3874135.

  Please take acknoledgment of the registered email I send you on (UTC) 02/26/2024 05:16:24 PM ( to ******************************** ) and confirm reception of the document (the same in the registered email and here).

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

• Initial Complaint

  Date:12/02/2024

  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.

  My husband had a fraud credit card. Someone took it out in his name in 2020. We received letter from neo financial telling us we owed $7000. We called, explained it was fraud...followed everything they said to do, including filing police report. Was given ticket # and told case was closed. In 2022 we received notice from collection agency saying we owed the money. Called Neo again, went through process again, received ticket number, told it was closed. This January received yet another letter from collection agency, called Neo again. Once again went through process. Given another ticket number and told that the fraud department would get back to us. To date (February) have heard nothing.

  Business Response

  Date: 26/02/2024

  Hi ****, 

  Thank you so much for your email! 

  I am so sorry to hear that you and your husband have recently had a poor experience with us around a transaction that was not authorized by the account holder. We haven't corresponded yet but my name is ***** and I'm a customer experience manager here at Neo. 

  When you have a moment, can you please send an email to *********************************** with 'attention *****' in the subject line or body of the email? Please ask your husband to send the email from the email attached to his Neo profile. That way we will be able to assist directly as any account-specific communications need to go through the account holder directly. 

  Once I have further information to be able to pull up your husband's profile and investigate, I will be personally assisting and reviewing for you. 

  Thanks, 

  *****