My card was compromised and Neo still denied my dispute. They said it was because the delivery address “included” my address, even though it was missing my unit number and even had an error in it. After spending over 3 hours on the phone with them, they told me to contact the merchant (Walmart.ca), who couldn’t help since my name wasn’t even on the order.
The order doesn’t have my name, IP address, geolocation, phone number, or unit number. None of it connects back to me, other than a part of my home address, yet Neo refuses to take responsibility. I did everything right on my end As soon as I was notified of the purchase, I immediately froze my card and ordered a new one, AND you can see that two days later the same person tried to make another order.
I’m so frustrated and disappointed. It was a $215 charge, and I’m just out the money. Be careful if you’re using Neo because their fraud protection clearly doesn’t protect you.
Hi @Maria_D, thank you for taking the time to join the community and post this. I’m so sorry to hear about this situation. This is not at all the kind of experience we want to be providing, and we want to make sure you know that we do have your back. I’m going to be sending you a DM on to ask for some more information so I can help take a look into this for you. Please get back to me when you can so I can dig into this with you.
Same here someone used my card I called right away was on hold for an hour and she could nothing. The next day I called and was with the neo agent for 3 hours and she expected to change my Gmail password which is not related to the argument I have that this was not my charge. Now my account is frozen and I want to cancel my card and the third agent I spoke to asked me 100 of questions going around and around. I paid the outstanding bill that I did not purchase balance is zero and they still will not close my account. I will never use this company or recommend any one. I am going to put it on Reddit and the newspaper what a fraud this company is. Oh I also emailed them no response.
Hi @Selina_Talib, thank you for taking the time to share your experience with us. I’m so sorry that you’re having to go through this whole ordeal. From the description of the interaction with our agent, it sounds like they may have been trying to ensure your account is secure, in which case asking you to update the password to the email associated with your account is expected.
I would appreciate the chance to help look into this some more. I’m going to send you a DM to get some more info so that I can go ahead and help from there, please get back to me when you can so I can help make this right.
When are you going to send a DM to help me out? I am running out of patience. All I am asking is to close my Mastercard, and I have zero balance. I don’t see why its such an issue.
Hi @Selina_Talib, I sent one back when I had initially commented. On this site, could you check the “My Messages” tab that should be on the left side of the screen? You should find it there and be able to respond there. For your privacy and security I have gone ahead and removed the email from your last comment.
I had a similar experience. I had 3 fraudulent charges for Apple Card’s of $500 each. I was late seeing the charges but once I did I immediately contacted Neo and Apple who verified the fraudulent nature. I appealed to customer service who gave me the run around. I even filed a police report as recommended and was consistently refused. I am a senior and was spoken to in a patronizing condescending manner. In essence. “You should have seen this sooner. You were looking at your account “… too bad for being so clueless was the essence of the responses. I WILL NEVER RECOMMEND NEO! They have $1500 plus interest out of my CPP & OAS!!! Shame on them!!!
Hi @Jbyrne I’m so sorry to hear about this situation. This is not at all how we want to be making our customers feel, and not at all the kind of experience that we want to be providing.
The difficult part with this, is that Mastercard outlines that transactions can only be disputed if they are reported within 120 days of the date they took place, I wish the way they explained this to you did not leave you feeling this way. But I do want to take some time to better understand this situation, and how it all led into this. I’m going to be sending you a DM on here (can be found under the “My messages” section on the left of the screen), to get more information and to help find out exactly what happened here. Please get back to me when you can!