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:06/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a prepaid credit card with Neo Financial. The last time I used the card was May.2022. In November of ***************************** a monthly fee of around $*. Which puts it at around $*****. I was told I should have got an email. Which I may have gotten in my junk mail. Just trying to see if there is anything I can do. I'm not able to close the account without paying so not sure if I should pay it for now. My wasp also expired if that means anything.

• Initial Complaint

  Date:03/02/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1 to 2 weeks ago I tried opening an account with ******************, it kept burping out the "Have we met?" error, I recognized it as I tried to open an account awhile back but wasn't eligible due to the requirements being minimum 18 years old, but they then created the ** Money Card so I felt like I could just create a profile and apply for it. After seeing that error, I called about my previous profile so I could just log back into it, same thing for the new profile I had created, the customer support agent told me that they can't access either profiles as I didn't give enough information, that was fair enough, but the person I was on the phone with just told me to create another profile and after that to apply again, and if I get the same error I should just call. Unsurprisingly, the error resurfaced again, I called and they somehow fixed it by merging all the accounts, I'm not sure of the process but it sounded like that. After doing that I verified my ID and put all my information while on the phone with the **** he told me everything went through and that I need to wait until the customer onboarding team approves my application, 4 hours pass and my account gets locked, how strange. I call again and they tell me that they will not do business with me and that I have violated their terms of service, that was kind of surprising considering I have never had an account with them so this couldn't be related to fraud, I also checked my eligibility and I was eligible, I never had a single product with them so me being banned felt very out of the blue and weird. My guess for the ban is that I created multiple profiles, while that may be true, all of the times I created a new profile aside from the first one, was per the directives of customer support **** I was talking to. Would be appreciated if this can get appealed, thank you.

• Initial Complaint

  Date:29/01/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened up a neo account checking + high interest savings and they froze my account. I have over $10,000 in that account. Can't touch that money. Can't get a hold of them. Sent them an email. No response. Can't even get my account to look to see what's going on. Please help!!!!!!

• Initial Complaint

  Date:16/01/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Via NEO Financial I had a ****** Bay credit card which was defaulted on and the amount owed sent to collections for a little over $500. In June 2024 I communicated with the collection agency SinglePoint and paid everything that was owed. I received a release letter and confirmed with ********** the collection/debt was paid and was no longer showing as in collections on my credit report. Fast forward to now, I receive a letter on Jan 13th 2025 from a law firm acting on behalf of a DIFFERENT collection agency (***) saying I owe this money still and I must pay or face legal action (which I will also note they denied on the phone, but I have the letter so...ok, nice try but no? You literally threatened me with legal action). I will also add the firm (******************) sent the letter not by registered mail and not by courier...just regular *********** despite knowing full well there are MAJOR delays occurring as a result of the strike before the holidays. So the letter threatened action if not paid by Jan 10th, and again I only got the letter on Jan 13th. So as a side note...the firm they chose is clearly sub-par and not legit. No legit firm would mail this type of letter that ****** again the letter claims I owe the money which I DO NOT b/c I paid in June 2024.The reason for the complaint against NEO Financial specifically is that I'm upset and concerned at how and why they were able to send this collection to multiple different collection agencies and were so neglectful in the upkeep of their customer records that it resulted in me getting threatened with legal action for something that isn't even a real issue and was handled already. I need them to reply to me and explain how and why this was allowed to happen and what they will be doing to address such an egregious error. I also require written confirmation they have received notice from the original collector, and now TPH law that this matter is resolved and they will LEAVE ME ALONE.

• Initial Complaint

  Date:13/01/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Neo Financial due to an unethical and deceptive policy change that has caused financial and potential credit-related harm.A few years ago, I joined Neo Financial because they offered a secured credit card with no fees and no credit checkterms that were crucial in my decision to choose their services. Over time, I stopped using the card, leaving the account inactive.On January 11, 2025, I received an email from Neo Financial stating that I had missed a credit card payment. This was shocking, as I had not used the card in years and was under the impression that the account had no associated fees. Upon further investigation, I discovered that Neo Financial had quietly introduced a $5 monthly service fee for this card.What makes this situation even more unacceptable is that Neo Financial made this change without contacting me directly or obtaining my written consent to agree to the new fee. Instead, they began charging the service fee without my knowledge, leading to an unexpected overdue payment and now a potential negative **** on my credit history.I find Neo Financials lack of transparency and their backdoor tactic of turning a free service into a paid one without customer approval to be highly unethical and unprofessional. As a result of their actions, I now face the possibility of a credit stain due to a missed payment that was entirely outside my control.I am requesting the following from Neo Financial:1.Confirm whether they have reported a missed payment on my credit history.2.If such a report exists, have it immediately removed, as it is an unjust and unfair claim stemming from their deceptive practices.I hope the Better Business Bureau will assist in holding Neo Financial accountable for their actions and ensuring that this matter is resolved fairly and promptly.Thank you for your attention to this issue.

• Initial Complaint

  Date:13/01/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

• Initial Complaint

  Date:13/01/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

• Initial Complaint

  Date:09/01/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

• Initial Complaint

  Date:07/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

• Initial Complaint

  Date:02/01/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 06/01/2025

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