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: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, 

  *****

• Initial Complaint

  Date:05/02/2024

  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.

  Hello,I am a Virgin Plus customer. I opened a Neo Finance account on January 6th using a promotional link from the Virgin Plus official website and completed its requirement which was to transfer at least $50 to its designated savings account and then I needed to enter the code provided to claim the $150 bonus. However, the code could not be applied. I immediately contacted Neo customer service, who said that the code had been abused and that they would investigate and manually add $150 to my account. Since then, I contacted Neo customer service 4 times, but there was no update. While waiting for the update, my friend said I could get $25 bonus for his referral, so I used that to get $25 bonus. Then today(Feb 3rd) I contacted Neo customer service again, I was told that I had already received $25 referral bonus so could no longer get the $150 account opening bonus. They said that they can not reward multiple promotions. It doesn't make sense because I opened a new account first, then used a referral code. Even though multiple promotions can not be rewarded, I should receive the $150 account opening bonus instead of $25 referral bonus. But the Neo agent insist that I'm not eligible to get the $150 account opening bonus because I received $25 referral bonus.Desired settlement:I just want to get the $150 account opening bonus and would like to return the $25 referral bonus. Because I opened a Neo Finance account through Vigin Plus and met the requirement first, I'm supposed to receive $150. Thank you so much for your time.

• Initial Complaint

  Date:02/02/2024

  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.

  I signed up for a Neo Cathay Pacific credit card offer last year to get ****** Asia Miles upon approval and an additional ****** Asia Miles after a $3,000 spend. Unfortunately, *** has failed to keep the promises made and are unresponsive to my escalation requests. I've attached my correspondents with *** to this case.20240106 - Confirmed with Neo that I am eligible to receive the welcome offer if I applied for the card.20240106 - Applied and approved for the Neo Cathay Pacific MC.20240113 - Tried chatting with the Neo support team to follow up on my bonus upon approval. Arrogant unprofessional staff refused to assist. Asked the 2nd rep to have a senior manager contact me. Was advised that the bonus would be received by Jan 16, ************* - Received a call from Tarek, claiming to be a manager. Later found out that this was a lie and he's only a ******** did send a request to the back office to investigate and said would get back to me by Jan 18, ************* - Unfortunately, *** failed again to keep their promise as no one provided an update so I wasted more time to go through their chat support and requested again for a senior manager to call back.******** - Received an email finally from ***** saying he will "keep me informed about the progress of your request in a timely manner." I NEVER heard from him again.20240124 - Wasted more time again to escalate the call to a manager, however, this time is was just another **** ******* that called and promised he would follow up, but needed my Asia Miles number and screenshot of the welcome offer. ALL this was already provided to Neo on Jan 6, 2024, so not sure why they would unprofessionally ask for the same info again. ******** - Followed up again by emailing ****** and ************** - Another **** ****** sent me an email saying the ****** miles has been credited. However, *** continued to lie as there was nothing deposited.20240201 - Emailed Neo again asking for escalation without any response.

• Initial Complaint

  Date:01/02/2024

  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.

  I have had a terrible long drawn-out experience with this company, beginning in Oct/23. Now however, the only thing I want is a refund of my $250 they are holding, merely because they say they can't deal with the *********************************, in *******, **, where I have my bank account, because it's not on "their list!", so they can't e transfer my money to me, and apparently, even in this hi-tech world, they simply cannot find any other way to get my money to me. I had arranged for them to etransfer my money to my sister, so there would be no concern about the ************* but she declned, because she doesn't trust this company. Now, I don't either. Can you help me get my money?

  Customer Answer

  Date: 06/03/2024

  Within a day or two of my contacting you, the company finally put someone on line in order to correct the issues I had been having, resulting in my inability to get my refund of  $250; which they had been holding for many weeks, with no explanation whatsoever,!

  I have now received my refund.

   

  Thanks for whatever impact BBB had!

   

  *********************

• Initial Complaint

  Date:30/01/2024

  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 Jan 1st 2024 I sent an etransfer from my tangerine account to my neo money account. During that etransfer my account was locked. I then proceeded to contact *** and they said my account was under review but could not give me an explanation and they said the etransfer i sent was not in my account. I told them i had the email proving the fact that it was in fact deposited. I then contacted tangerine and they said it was ***'s doing, I then contacted interact themselves and they told me that it was up to neo to fix it. I waited almost 3 weeks before finding out that *** was closing my account. Still with no explanation and they had no idea about the $300 E-Transfer still. After another week of calling them, they finally admitted it was there fault and that they were going to refund me the $300. That was on the 23rd of January 2024 when someone called my phone to tell me that my refund would be deposited into my wealth simple account which i gave the person my transit, bank and account number. They told me in 3-5 days. I contacted them the next day to make sure they got the right info just to find out they have not even processed it. i asked if i could just get the refund via etransfer and they said yes, i gave then my email *********************** I contacted them again the next day.. they said twice that on Tuesday Jan 30th, 2024 i would get my funds. It is now Tuesday the 30th and i contacted them to see where my money was. Just to be told i would not be getting it and that i would be contacted when they have an update. The amount of stress and constant misinformation and lack of commination from neo. I have become homeless due to this along with the amount of stress that was caused. To most $300 may not be a lot but to me it is and its MY MONEY. Please help me resolve this.

• Initial Complaint

  Date:29/01/2024

  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.

  Promotion in my Virgin My Benefits app: Apply for a Neo Money card, get $100. (Expiring in 2 weeks) I saw the ad in my Virgin My Benefits app a few days ago, and it is still there.Virgin Plus Members are also eligible for an exclusive $100 sign-up bonus. I am a Virgin Plus member. So I clicked the button labeled Tap to Sign-up within the promotion in my Virgin My Benefits app and applied the Neo Money card on 2024-01-26. I did not see the $100 sign-up bonus in my account, and at that time (around 9:40 PM on 2024-01-26), no agents available. I chatted online with neo agent in the morning on 2024-01-27. The agent refused to honor the promotion. I asked twice to be transferred to her manager, and told her that I would file a complaint with BBB. She told me no manager was available. AGENT (******): Keep in mind that you are not elligible of this offer because : You already used the offer of the Virgin HISA, Virgin offers and *** offers cannot be combined, you are not a new customer anymore, the Virgin offer is no longer available since couple weeks.What ****** said are all not true. Virgin HISA offer ended on January 7, 2024. This Neo Money card offer is a separate offer. Unlike what ****** claimed that this Neo Money card offer is no longer available since couple weeks, it is shown in my Virgin Benefits app now that it will expire in 2 weeks. Since the Virgin HISA offer ended almost 3 weeks ago, I am not combining this offer with any other offer at all. Contrary to what she said, this offer is limited to Neo customers applying for a new Neo Money card, according to Neos Terms and Conditions. It requires, first, you have to be a Neo customer; second, you are applying for a new Neo Money card. I satisfy both conditions. I am a Neo customer and I did not hold any Neo Money card before I applied yesterday.

• Initial Complaint

  Date:23/01/2024

  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.

  Neo Financial disingenuously offered a false promotion to ************* Customers for a sign-up bonus promotion for new clients. They offered a $150 bonus to ************* customers via the sign-up through the Virgin MyBenefits app. This required a $50 deposit after sign-up to be eligible. To pull this promotion after obtaining personal information like SIN numbers and other relevant personal information, allowing them to sign-up through this promotion and then making people meet their criteria is nothing short of false advertising and should be penalized. This is clearly misleading consumers with false offers. I signed up through this promotion and there was a $150 bonus pending on my account. However, a day later, they sent an email saying they were reviewing accounts to ensure that only eligible customers get the offer and that they were committed to ensuring eligible customers do (email attached). I didn't think much of this since I was an eligible new customer. Next, the sign-up $150 pending bonus disappeared from my account. I contacted support on their live chat on this (transcript attached) and instead of this being corrected, I was offered $25 "as a goodwill gesture" (I am not claiming this as it doesn't match the promotion value) because they "pulled the promotion". However, the promotion clearly had not pulled and was even still live on the Virgin MyBenefits app when I signed up and allowed me to use the code with the sign-up link. If the promotion was pulled before the official end date, it should not have allowed me to sign-up with the promotion in the first place. If they had prevented customers from signing up with this before taking their personal information then I wouldn't have even taken the time to write this up.The Live Chat also tried to disappear on me without sending me the complaint email or allowing escalation of any kind. This customer service is extremely poor here.This promotion should be fulfilled as it was offered.

• Initial Complaint

  Date:22/01/2024

  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 received and started using Neo Financial Cathay Pacific Word Elite Mastercard since Dec 9 2023.After using it for more than one month, received the monthly statement and also paid in full, Neo Financial still does not report my credit card info to either TransUnion nor Equifax. I have contacted both credit bureau agencies and can confirm there is still no record of my Neo Mastercard on their records.Upon checking the Internet, other Neo customers holding other types of Neo Financial credit cards are facing the same issue. Some customers reflect that even after using Neo credit cards for a whole year, no credit info were reported to either TransUnion nor Equifax, and hence no credit score history can be built.I request Neo Financial to report my Neo Financial Cathay Pacific Word Elite Mastercard to either TransUnion or Equifax, so they can have my credit payment history.Banks have responsibility to report customer credit info to credit bureau agencies.I look forward to having my Neo credit card updated to TransUnion or Equifax.Thank you.

  Customer Answer

  Date: 24/01/2024

  I have talked to Neo customer service agent, they keep pushing me away for their negligence of not reporting my Neo credit card to TransUnion.

  I have attached my email correspondence for this complaint.