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

  1 Bass Pro Mills Drive Vaughan, ON L4K 5W4

• 

  Neo Financial

  3003 Boul. le Carrefour Laval, QC H7T 1C8

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:02/09/2025

  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.

  Closed secured card has a refund on it from BestBuy and several disputes were processed and credited. I received the email stating the disputes were finalized and closed but NEO refuses to let me access the money by moving it into my spending account. I live chatted support the 26. 27 and 28th of August and was told each time the issue was being looking into and yes the refund will definitely be done in ***** hours. Just got off the phone with another person and was advised they need to review it more. I have the emails showing its resolved. I want my money but i suppose when you're a financial institution following the rules and law are just a thin guideline that you don't have to follow.

  Business Response

  Date: 03/09/2025

  Hi Better Business Bureau,

  Thank you for bringing Mr. ****** ******** complaint to our attention. Please be advised we have received his concerns and would like to provide a response to clarify the matter.

  We understand Mr. ******** frustration regarding the funds on his closed secured card and sincerely apologize for the inconvenience and the time it has taken to address his concerns. The credits associated with the ongoing disputes on his account are provisional credits. This is a standard practice in the financial industry where we temporarily credit an account while we work to resolve the dispute with the merchant. This process can take anywhere from 45 to 120 days to be fully finalized. All of this information has also been communicated to the customer by emails.

  We acknowledge and understand their concerns regarding the funds on their account, and we apologize for the inconvenience caused. Since the disputes on his account are currently being processed, the funds are to be released to his account once each dispute is fully resolved and finalized.

  To ensure Mr. ******** concerns are addressed directly, a member of our team will be reaching out to him personally to discuss his account and the status of these disputes. We appreciate his patience as we work to finalize this process.

  Warm Regards

  Customer Answer

  Date: 03/09/2025

   
  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:18/07/2025

  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.

  account frozen at random leaving neo holding $1000 on one secured credit card and $50 on another plus my full pay from work unable to be accessed i want my $1000 back from my secured credit card and $50 from the other card plus my pay from the money account of $200

  Business Response

  Date: 28/07/2025

  Hello ******,
  
  Im writing to follow up on our recent conversation regarding your closed accounts and remaining funds. I want to share a few points we discussed to ensure everything is clear.
  
  Regarding the first security fund ($50), part of it was used to pay off your remaining balance, and the rest was transferred to your linked external account. The second security fund ($1000) remains on hold due to an active dispute on your account. Additionally, a transfer ($200) related to your closed everyday account was not posted on our end and likely bounced back to the source, as you mentioned during our call. We advise connecting with the sending financial institution to confirm the status of those funds.
  
  More detailed information has been sent to you via email. If you feel that your concern has not been properly addressed, feel free to reply to that or refer to the Neo Complaint Resolution Policy (can be found in the email) for information on how to escalate your concern.
  
  Thank you for providing us with the opportunity to address your concerns.

  Business Response

  Date: 03/09/2025

  Hello ******,
  
  Im writing to follow up on our recent conversation regarding your closed accounts and remaining funds. I want to share a few points we discussed to ensure everything is clear.
  
  Regarding the first security fund ($50), part of it was used to pay off your remaining balance, and the rest was transferred to your linked external account. The second security fund ($1000) remains on hold due to an active dispute on your account. Additionally, a transfer ($200) related to your closed everyday account was not posted on our end and likely bounced back to the source, as you mentioned during our call. We advise connecting with the sending financial institution to confirm the status of those funds.
  
  More detailed information has been sent to you via email. If you feel that your concern has not been properly addressed, feel free to reply to that or refer to the Neo Complaint Resolution Policy (can be found in the email) for information on how to escalate your concern.
  
  Thank you for providing us with the opportunity to address your concerns.

• Initial Complaint

  Date:17/07/2025

  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.

  I was charged an annual fee for the up coming year on my Neo Cathay credit card charged on Jun **. As soon as i saw the charge, I paid all my outstanding amount and then had cancelled the card. When the July **th statement came, the annual fee was not reversed even though I had already cancelled the card. I reached out to Neo to ask them to reverse it. They said, based on the T&C, annual fees can not be reversed. So I had asked, if that's the case, re-open my account so that at least I can use it for the upcoming ** months since I had already paid. They also said no. I had requested the caser to be escalated on their end but have not heard back. I just think this is shady business practice because in reality, who keeps track of exactly when their credit card annual fee will be charged next? They see it, and then would reevaluate if it makes financial sense to keep it for another year! My husband is also in the exact same situation.

  Business Response

  Date: 18/07/2025

  Hi,

  Thank you for bringing this matter to our attention. We sincerely regret the inconvenience and frustration the customer has experienced.

  Upon reviewing the account history, its clear that the customer did reach out to us regarding the annual fee that was charged for their Neo Cathay credit card. At that time, the customer was informed that the fee was non-refundable and ** asked to pay off their outstanding balance and proceeded to close the account shortly after.

  When the customer later inquired about waiving off the latest interest charge on their account, agent advised them we were unable to due to previous waives of similar nature. They then requested reversing the annual fee, our agents advised yet again, annual fees are non-refundable once charged. The customer then requested to have the account re-opened in order to make use of the already-paid fee, but unfortunately, *** is unable to reopen closed accounts due to system and policy restrictions.

  We also acknowledge that the customer had asked to escalate their concern, but unfortunately, that escalation was not routed to the appropriate internal team. This oversight is not in line with our service standards, and the agents involved have been formally coached to ensure escalations are handled correctly going forward.

  We recognize that the timing of the fee and subsequent account closure created a frustrating experience, and we are committed to making it right. Our team will be reaching out to the customer directly to address the concern and work toward a fair resolution.

  Thank you for the opportunity to respond. We take customer feedback seriously and appreciate the chance to improve.

  Customer Answer

  Date: 18/07/2025

  neo did reach out to apologize for the non-existent customer service that i had received from multiple agent.  they also did not mention that once this card is cancelled, i am never able to get this card again.  if only they had mentioned this dur*** the two times that i had contacted them BEFORE i had cancelled, i would've kept the card.  anyways, neo did refund my annual fee as well as zero-*** out my little bit of interest.  account is still closed.  case resolved..

  Customer Answer

  Date: 18/07/2025

   
  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:14/07/2025

  Type:Product 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.

  Used my card with new financial to order some stuff from *******, items arrived damaged shipper refused refund filed a dispute with with neo financial, *** days and counting havent heard anything back from them

  Business Response

  Date: 13/08/2025

  Dear *** *.,
  
  Thank you for your message regarding the complaint submitted by Mr. ********* *****. We acknowledge receipt of this email and apologize for the oversight in not responding sooner.
  
  Upon reviewing, we confirmed that the customer submitted a dispute on September **, 2024, related to a purchase made on August **, 2024. Neo Financial acknowledged receipt of this dispute on the same day.
  
  On September **, 2024, we sent an email to Mr. ***** requesting additional documentation to support his case. We asked for the following:
  - A receipt or order confirmation showing the goods or services purchased
  - Proof of the expected delivery date or merchants estimated delivery time
  - Evidence of attempts to resolve the issue directly with the merchant
  - If the order was received but unsatisfactory, photos or screenshots comparing what was advertised versus what was delivered
  
  Mr. ***** did not respond to our request until December **, 2024, over three months later. At that time, he provided multiple screenshots with no additional context or supporting documentation, and did not include any evidence showing attempts to resolve the matter directly with the merchant.
  
  Also, as the transaction in question took place on August **, 2024 and the customer did not respond to us until December **th, it falls outside the ***-day window for dispute eligibility.  Please note that we followed up with the customer * days after they submitted the dispute. As a result, we were unable to proceed with the dispute at this point.
  
  We also note that Mr. ***** did not file a complaint with Neo Financial before reaching out to the BBB.
  
  We will follow up directly with Mr. ***** to explore whether there are any other ways we can further assist.
  
  Thank you for bringing this matter to our attention. Please feel free to contact us if you require any additional information.
  
  
  

  Business Response

  Date: 21/08/2025

  Subject: Re: ID # ******** ********* *****

  Hello,

  Thank you for your update regarding the closure of BBB complaint ID #******** ********* *****.

  We acknowledge receipt of your message and appreciate the efforts made by your team and the BBB in facilitating communication throughout this process.

  We consider the case closed on our end as well. Should there be any further developments, please feel free to reach out to us directly.

  Thank you again for your continued assistance.

  Sincerely,

• Initial Complaint

  Date:08/07/2025

  Type:Customer Service 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 June 26th I contacted Neo financial requesting them to close an account that I had not used in several years. The agent closed that one product with ***, but left the online account open.On July 7th I contacted Neo requesting that my online account be closed. The agent that I spoke with refused to do so stating that records must be kept for 5 years. There is a big difference between keeping records for 5 years and keeping an account open for 5 years. I asked to be transferred to a supervisor or someone with the authority to fulfill my request and those requests were ignored and the chat was disconnected.I connected to another agent who gave me the same lie about being required by law to keep the account open for 5 years, and also refused or ignored my request to be transferred to a supervisor. Leaving my online account open is a big security risk, if someone manages to guess or acquire my password to this account they would have no trouble impersonating me with Neo, stealing my identity, and opening additional financial products with Neo. I have no issue with Neo financial keeping legally required records for the 5 years required by federal law. But I do not wish to have any online account open with them.Neo's privacy policy explicitly states that I can request to have my data deleted, and there is no legal requirement to keep the data for an active online login as evidenced by the fact that I have closed accounts with multiple other financial institutions without running into this issue.However Neo financial continues to refuse to get rid of my online login.

  Business Response

  Date: 09/07/2025

  Hi ,
  Thank you for reaching out to Neo's Privacy Team. Please note that the following has also been shared with you via your personal email.

  We appreciate your awareness of Neo's obligation to retain records for five (5) years after product closure. To clarify, this requirement is based on federal regulations, including the Proceeds of Crime (Money Laundering) and Terrorist Financing Act, the Bank Act, and related legislation. As such, we cannot delete your personal information at this time. However, once your account reaches the ****** post-closure ***** it will be automatically queued for deletion.
  To apply for any Neo product, customers must create a profile, which stores information such as name, address, credit history, and SIN. This data is also subject to the same 5-year retention requirement after all products are closed. Keeping your profile activeeven without active productscan be beneficial if you need historical statements or identity verification support in the future.

  At this time, Neo can only permanently delete a profile if the user never applied for any products, or when all products have been closed for over five years.
  We understand that you're not necessarily asking for deletion now, but rather to restrict access to your profile during the retention period. While we couldn't find a legal requirement mandating login deactivation upon request, were open to further review. If you could share the specific federal legislation youre referencing, wed be happy to revisit our obligations.

  That said, we think your suggestion is valuable and will be bringing this feedback to our Product Team to explore potential solutions. While we cant guarantee changes, were committed to enhancing security and the customer experience and will keep you informed of any updates.

  We hope this provides clarity, but please dont hesitate to reach out with further questions or details of federal laws you are referencing.

  
  

  Customer Answer

  Date: 09/07/2025

   
  Complaint: 23567103
  
  I am rejecting this response because:

  They continue to refuse to delete my login account. This continues to leave my personal information vulnerable, and they continue to refuse to delete non-legally required personal data in violation of federal law. Federal law requires the company to maintain records, it does not require them to keep an active login account.

  In other communication to me they have admitted that they have the capability to delete the account, however claim that they will only do it if I commit fraud. They should not be encouraging me to break the law just to keep my information secure.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/06/2025

  Type:Product 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.

  3 years ago I purchased 3 items from *******, upon checkout it prompted me to apply for a Neo Financial credit card in order to save an additional 10 or 20% off my purchase (which did not occur). Upon receiving the 3 items I realized none of them fit me, so I printed off return labels and sent them back. I contacted the bay and they said that only 1 pair was from them and the other 2 were from 3rd party lenders. When I received my statement from Neo Financial the amount was showing 2 items as outstanding. I did my due diligence and tracked the items that were mailed out proving to them they were returned on my end with proof of the tracking information showing I was not in possession of the items and wanted the amount removed from my credit card. I immediately cut up the credit card out of frustration that not only did they not apply the discount promised but in addition to that I proved I returned the items and they still had an outstanding charge on my credit card. Last year I paid for a copy of my credit score only to find out that Neo Financial wrongfully gave me a "bad rating" which has ruined my credit score. I immediately contacted the and several emails later they assured me they would address that immediately and wipe off the bad credit score. Last month I contacted *** to refinance my mortgage only to be declined as that "bad rating" is still appearing and was never removed by Neo Financial as they promised they would. The negative financial implications that this has caused me as a single mother of 3 is absolutely horrific and not acceptable as it is ruining me financially. I have begged them for assistance, I have escalated this within their company with absolutely no resolution other than "refunding" a card that hasn't existed for 3 years and no response from the committee to remove that rating from my credit score which is destroying my ability to refinance my mortgage. Please help me as I have 2 weeks left for *** to lend me the money. Please help

  Business Response

  Date: 12/06/2025

  Dear Lisa,
  
  My name is Piera, and I’m reaching out on behalf of the Leadership Team and the Complaint Committee.
  
  First and foremost, I want to sincerely acknowledge how difficult and frustrating this situation must be for you. We fully understand the emotional and financial impact it has had, and we truly empathize—especially considering the urgency surrounding your mortgage application.
  
  We want to be as transparent as possible while also respecting privacy and regulatory guidelines, and we are limited in the type of information we can disclose directly. For matters involving credit reporting, TransUnion (TU) is the appropriate channel to review and address any concerns or potential discrepancies.
  
  In previous communications, we advised initiating a formal dispute with TransUnion. This remains the most effective and appropriate next step. TransUnion has the authority to open an investigation and, if necessary, reach out to us for verification. In that case, we will fully cooperate and provide all supporting information available to ensure a fair review of your case.
  
  While we are unable to make direct changes to the information reported to credit bureaus, we want to emphasize that:
  - You are entitled to submit a dispute directly with TransUnion, and
  - Including any documentation you may have (such as return confirmations or correspondence) will help support your case.
  
  Please if there's anything else we can provide do not hesitate to let us know.
  
  Best regards,
  
  Piera 

  Customer Answer

  Date: 13/06/2025

   
  
  Complaint: 23450130
  
  
  
  I am rejecting this response because: Neo financial was the one that destroyed my credit rating and it is appalling that now it is my responsibility to try and negotiate and getting in contact with Trans Union when I have repeatedly sent emails to Neil financial explaining that it is impossible to connect with someone there. Neo financial ruined and crippled my credit rating, which has destroyed my ability to refinance my mortgage and now it is my responsibility to contact Trans Union and create a discrepancy with them? No, it doesn’t work that way I’m sorry but your credit card company put that credit rating and ruined my ability to refinance my mortgage. It is on Neil financial to make this right the same way you wronged my credit score you should make it right. I have relentlessly tried to file a discrepancy with them it is beyond that now and I have two weeks left to be able to refinance my mortgage because I am in desperate need of additional funds. This has been ongoing for three years Neil financial destroyed my credit score. They said that they were going to fix it. It has been three years and now I am absolutely riddled with financial issues that I cannot correct because of the disgusting and wrongful actions of neo financial when I proved that I did my due diligence and returned everything in a timely manner. It is on Neil financial to fix this the same way you ruined my credit score 
  
  Sincerely,
  
  
  
  Lisa Di Pinto

  Business Response

  Date: 13/06/2025

  Dear Lisa,
  
  My name is Lorena, and I’m reaching out on behalf of the Leadership Team and the Complaint Committee.
  
  Thank you for reaching out and sharing your concerns. We understand your frustration and truly appreciate your feedback.
  
  Please know that we take these matters seriously. However, when it comes to resolving credit reporting disputes, the most effective and appropriate next step is to initiate a formal dispute directly with TransUnion. As the credit bureau, TransUnion has the authority to open an investigation and, if necessary, reach out to us for verification.
   
  In such cases, we will fully cooperate and provide all available supporting information to ensure a fair and accurate review of your case.
  
  While we are not able to make direct changes to the information reported to credit bureaus, we want to emphasize the following:
  
  -You are entitled to file a dispute directly with TransUnion at any time.
  -Including any relevant documentation—such as return confirmations or correspondence—can strengthen your case and help ensure a timely resolution.
   
  If you have any questions about how to submit a dispute or need further guidance, please don’t hesitate to let us know. We’re here to support you through the process.
  
  Sincerely,

• Initial Complaint

  Date:11/06/2025

  Type:Service or Repair 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.

  NEO Advertises Mucho Burrito in ********************* on Loutit ( The only Mucho Burrito in ********************* ) as a Cash Back Partner. Ive made 4 Purchases that are due for a Punch towards the Make 3 Purchases and get 12% cash back offer. Ive made over 5 requests to **************** and reported missing rewards on 3 out of the 4 purchases. *** even provided the customer support proof of purchase with a receipt. And NEOs very incompetent customer support has made the following false claims: 1: That they are not eligible for Rewards ( They are NEO offers says so ) 2: That they were made at a ineligible location / different location ( ************* on Loutit has been an eligible location for as long as Ive been with NEO and there is no other location in ********************* other then the Loutit location. I pay my $11.98 / month to have premium rewards and Priority Support but Im not getting either of those things. The affected purchases are on these dates: May 29th for $14.44, May 31st for $14.44, June 7th for $14.44 & June 10th for $15.49 Im due $5.20 for the 3 purchases made and due 1 out of 3 stamps for the next set of make 3 purchases get 12% back.

  Business Response

  Date: 13/06/2025

  Hello,

  Please find below case addressed:
  

  Hello Mikeal,
  
  Thank you for reaching out to Neo Financial through the Better Business Bureau. We appreciate your patience while we reviewed your concern.
   
  We acknowledge your inquiry regarding the missing $5.20 in rewards for your recent purchase at Mucho Burrito.
  Please note that this merchant is no longer an active partner in Neo’s rewards program. 
   
  We apologize for any confusion that may have resulted from outdated information within the app’s merchant listing.
   
  As a gesture of goodwill, we have credited the reward amount related to this transaction to your account.
   
   You will see a rewards credit applied to your rewards account on June 13, 2025, at 11:53 AM.
   
  Thank you again for bringing this to our attention.

  Best,
   

  Business Response

  Date: 24/06/2025

  Hello Mikeal,

  Thank you for reaching out to Neo Financial through the Better Business Bureau. We appreciate your patience while we reviewed your concern.

  We acknowledge your inquiry regarding the missing rewards for your recent purchase at Mucho Burrito. Please note that this merchant is no longer an active partner in Neo’s rewards program.

  We apologize for any confusion this may have caused due to outdated information in the app’s merchant listing.

  As a gesture of goodwill, this matter was resolved on June 13, 2025, and a $5.20 rewards credit was applied to your account.

  Thank you again for bringing this to our attention. If you feel your concern has not been fully addressed, please refer to Neo’s Complaint Resolution Policy for details on how to escalate further.
  We appreciate the opportunity to address your concerns.

  Best regards,

  Customer Answer

  Date: 27/06/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23452735, and find that this resolution is satisfactory to me.
  
  

  I do however recommend that NEO Financial get to work removing Mucho Burrito from the list of active partner offers since like NEO said: Mucho Burrito is no longer a partner. They still show to this date in the active partner offers section of the app and on the map. 

  
  
  
  Sincerely,
  
  
  
  Mikeal Rice

• Initial Complaint

  Date:04/06/2025

  Type:Customer Service 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 have a Hudsons Bay Neo credit card I wish to cancel but cannot.There is no money owing. I use an app for all transactions. 2 years ago I moved and gave up my land line telephone number. Following this I bought a new laptop and phone. The Neo app needs to authenticate me on the new devices, and is sending a code to my now defunct phone number. I cant access this code and remain locked out of app. I cannot update my phone number on app nor close my account. The staff on help desk have asked me very precise questions I cannot answer (such as: what date did you get a ****** credit card activated). As a result they will not change my phone number for me (so I cannot update close my account on the app), nor will they cancel my credit card. Hours have been wasted and I hold a liability for a card I have cut up. This is not right.

  Business Response

  Date: 05/06/2025

  The customer's issue has been resolved. The delay in receiving proper assistance was due to a the failure to complete the authentication process, as the customer was unable to recall much of the account information, which hadnt been used since 2022. While this is understandable, a different set of verification questions was used during the most recent interaction, tailored to the specific situation and account status. This time, the verification was successful, allowing the team to acknowledge the concern, close the account as requested, and send a confirmation email. The earlier interactions will be reviewed, and coaching will be provided as needed to ensure alignment on the standard procedures."

• Initial Complaint

  Date:23/05/2025

  Type:Product 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.

  This company won't give me my $ back.

  Business Response

  Date: 03/06/2025

  We are working on this complaint and will get back to the customer with a resolution as soon as possible!

• Initial Complaint

  Date:02/05/2025

  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.

  Have a secured credit card and found that only interests per month of around $240 was piling up, and I never used the card, so would like to close it.Called them last year Dec., but told I need to pay all the balance of around $8,200 to close the account and they will get back to me the $8,250 security ********** me and my wife decided yesterday to pay the full balance of $9,208.21 as of Apr. 30 and made the bill payment.But as I was surfing the web page on PC rather than mobile app, I figured out actually they lied and there was a way to close the account by just paying the whole balance using security deposit of $8,250 on their web page using ***** I demand a compensation of around $1,100 interests that was piled up during those almost 5 months.Interests piled up because they gave me false information and it is a serious financial issue.Please let me get back my unwanted interest of $1,100 because they gave me false information over the phone and it should be recorded.