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: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.

• 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???