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Business Profile

Banking Services

Neo Financial

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Banking Services.

Complaints

This profile includes complaints for Neo Financial's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 123 total complaints in the last 3 years.
    • 62 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/04/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 is failing its customers & refusing to take accountability. In Sept2024, my Neo Mastercard was hit with $** in fraudulent charges. Instead of helping me through this stressful situation, Neo has been dismissive &difficult, claiming I am fully liable. Their only "solution" was offering me a partial refund, what they called a goodwill request, not because they acknowledged the fraud, but because Ive been a long-time customer. It feels like a tactic to pressure us into dropping the dispute while Neo avoids taking real responsibility. *** insists I authorized these fraudulent transactions via OTP. However, I provided *** with my call/text logs from my mobile provider proving that nothing was ever sent to me. *** claimed my card was somehow successfully added to a digital wallet & that I approved an OTP to authorize said wallet, not the transactions. Again, I received no OTP, no confirmation email (which I always get from Neo when I add to my wallet. They provided me with a screenshot claiming they did send both email & text for this wallet being added but behold I got nothing. Neo thinks: 1. If a card was added to a digital wallet (even fraudulently), all future transactions are automatically considered authorized.2. If a transaction is posted to your account, its proof you approved it, end of story. They completely ignore the reality of **************** theft. Theyve provided zero evidence that I approved OTPs for the posted transactions, that is their whole reason they're holding me liable yet they cannot provide me with photo proof, only proof of the wallet being successfully added which again was on a different date Sept **. Unfortunately, after reading through dozens of similar experiences online, its clear my situation is far from unique. Neo Financial is failing to protect its customers from fraud, dismissing legitimate victims, and using shady tactics to shift liability onto consumers while doing the bare minimum to investigate.

    • Initial Complaint

      Date:09/04/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 a call from neo financial that my brand new credit card had an unpaid balance. I was concerned the card was compromised since I had not used it yet, waited on hold for nearly an hour and meanwhile I closed the account through their app. We confirmed it was just the annual fee, the account was not compromised. I inquired about reopening the account, I was told it wasn't an option, I asked about getting a new account opened, also not an option. I asked to speak to someone in management. The agent laughed at me. I got upset and said I would just hang up and call back if they wouldn't transfer me. He laughed and said good luck then hung up on me. Since then, I have received ** phone calls from neo, when I answer the phone I just hear breathing and then they hang up after I say hello. I tried contacting neo about this and they have no record of anyone trying to contact me. This is unprofessional, they only call from a neo financial number during business hours, not sure if it is a disgruntled employee, but i have asked neo to stop calling me and they claim they are not making the calls.

    • Initial Complaint

      Date:03/04/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 closed my accounts after the poor customer service I received. I later found out that an item I purchased on **** had not been sent and refunded my card that I no longer had and gave me the steps to talk to the bank to get my refund. All the people at Neo that I phoned and chatted too had no idea what they are doing. I emailed in wanting to reopen my account and they said I had to phone in and that is what I did. When I gave Loraiine my information she asked me what the last transactions were and when I opened the account which was almost * years ago and I did not know the exact date and she said she could not help me or transfer me and told me to contact Transunion and Equifax which are for credit purposes when I simply was trying to open my account again to get my money refund back. She then hung up on me and I phoned back and was on hold for ** minutes and hung up because it was wasting my time. I need the BBB to help clarify that I want to open my account and to speak to a manager or someone who understands and can help me out and get my refund. They also want me to log into the app to prove that it is me chatting with them and I cannot do that as I am locked out and I even explained that to the agent and they did not care.

    • Initial Complaint

      Date:01/04/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 offer with creditcardgenius with **** Financial that is powered by Neo Financial. This offer was $*** when you sign up for a **** Financial credit card through an affiliate partner. It is now heading into April and I still have not received my money.

    • Initial Complaint

      Date:31/03/2025

      Type:Product Issues
      Status:
      Unanswered
      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 January ****, 2025, I applied and was approved for a *** Financial Mastercard (by Neo Financial) through Credit Card Genius (CCG) which should come with a $*** cashback. However to this day, this hasn't been paid out. I opened a ticket with CCG but they haven't been able to get Neo Financial to pay out. My credit card has been approved and is in good standing.CCG offer id: *************** **** Mastercard (last 4 digits): ****

    • Initial Complaint

      Date:31/03/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 $*** sign up bonus via. CreditCardGenius for Neo Financial's *** ******** credit card. Even after being approved and having the card in hand, I still have not received my bonus. It has now been a month since I applied and there is still no information or progress regarding my bonus.

    • Initial Complaint

      Date:27/03/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Signed up Jan 19, 2025 for a **** Secured Mastercard, by Neo Financial, with the promise of a $100 welcome bonus delivered through creditcardGenius. Credit card approval received Jan 26, 2025. Submitted a ticket to creditcardGenius on Mar 01, 2025 and as of Mar 03, 2025, creditcardGenius began investigating and I have not been updated ever since.Neo Financial has not honoured their terms of this credit card signup offer of a $100 welcome bonus.

    • Initial Complaint

      Date:27/03/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Signed up for a *** hortons Financial credit card using creditcardgenius with the promise Neo Financial would provide me with a $*** ****** credit once the card was verified and have have been wanting since January **** for it. Last four digits of the card is ****. Below are some screenshots of the initial email given.

    • Initial Complaint

      Date:24/03/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 got a Neo **** mastercard via Credit card genius (CCG). Last Digits of Card: 3369. *** is stalling payment of my $100 referral bonus to CCG.

    • Initial Complaint

      Date:20/03/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      *** decided to block my card although I did all verification required and still they wanted me to wait ** hours although I needed to pay for an urgent transaction. This bank is ridiculous and have the worst customer service ever, you cant rely on them as they are useless. Will be closing my account and move to more trustworthy bank as this one doesnt care about their customers.

    Neo Financial is NOT a BBB Accredited Business.

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