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

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:02/02/2024

  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.

• Initial Complaint

  Date:19/01/2024

  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.

  Someone got access to my account and has signed up for a new Hudsons bay credit card, changed my email and my phone number. The account froze but I keep getting notifications that someone is trying to use it. I have called them 12 times and they still dont know whats going on and they havent been able to help me. I have bills not being payed and items I have not been able to get. They are actively hurting me. My credit score went down by 60 points because of them and I have been working on that for years. I will need so much compensation from them and will need attention immediately

  Customer Answer

  Date: 28/01/2024

  Hello, 

  I am writing this letter to ask for further support. 

  I have called 9 times since this last message was sent and I finally got my account opened on my accord. You guys have done nothing thus far to figure this out for me. I have spent over 20 hours tirelessly to figure this out. A $10000 account was opened in my name with Hudsons Bay Neo. $6000 was used from this new hudsons bay card and a couple hundred was used from my personal account. I have lost almost 60 points on my credit score and probably another 50 points to not increase so this is extremely terrible. I will definetly be closing this account if you are unable to help me. I have used this card a few times since I got access to it but i have realized that no one ever emailed me to tell me that those transactions that werent mine were disputed, turns out the person that unlocked my account never sent that email so i needed to spend another 1 hour yesterday figuring that out. 

  I need all of my money reimbursed as soon as possible. I will also need $5000 to compensate for my many lost hours and troubles with this company. 

• Initial Complaint

  Date:11/01/2024

  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.

  Signed up to the Neo because of the promo of funding your account with $50 and being a Virgin customer they would give you $150.00 Funded the account by etransfer with $50.00 entered the promo code got the $150.00 = balance of $200.00. Transfered out the $200.00 Next day they reversed the amount on the account and cancelled the transfer claiming it was an error promo code. Government code for selling: *******************************************************************************************************************************************************

• Initial Complaint

  Date:10/01/2024

  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.

  RE: Bait and ****** marketing done by Neo Financial Neo Financial was advertising a promotion this week where if you opened a bank account with them and deposited $50, they would deposit $150 as a 'Money Account Deposit Bonus' into your account.On *******, I signed up, saw the promotion offer in my account, followed the steps to deposit $50 and then the $150 bonus was deposited into my account...That same day, I transferred out $50.And later, deposited another $50 from another institution.Within hours, that last $50 deposit I made was taken out of my account from them as an "adjustment".On Jan.7th, I contacted **************** with no resolve, as they are telling me this promotion wasn't meant for me, but for a specific group of people. Yet, that last $50 deposit had nothing to do with the promotion, so basically they're stealing my money and not providing a resolution.See screenshots for proof that I received the bonus, and then the clawback of $50.

• Initial Complaint

  Date:08/01/2024

  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.

  ************* customers were given a promotion which offered new Neo Financial customers $150 for depositing their first $50. At the time of this writing, the offer is showing that there is 18 hours left of the promotion. I created a bank account, providing my social insurance number, and when I tried to enter the promotion it did not work. I spoke to customer service and was told that the offer is deactivated, although the website clearly states that it is still active. They are luring in customers by lying to them and falsely promising $150 to provide their personal information and deposit money into an account. I have received instructions from the agent on how to delete my account but I decided to keep it open for the moment in hopes that the institution will rectify the situation. Otherwise I will be deleting my account as I cannot trust an institution with my money if they cannot be trusted to keep their word.