Hey
I would like to ask to add 24 hour customer support to be made available since sometimes in the moment we might need help with something. One issue that i faced is a couple of times my interac e transfer got stuck when i had to do it in the night and i couldnt get any support untill morning since the customer support timings are from 7 am to 8 pm MST. That is the only pain point i have for now i have moved completely away from using the big 4 (CIBC,RBC,TD,BMO).
Fair shout! 24 hour support is obviously more expensive, but if enough people want it, we can make it happen.
Out of curiosity, is this something you think users would pay for? I.e. through a Grow membership?
It may look expensive now but since Neo starts growing it will be even harder and much more expensive than it would be right now. Membership wont make sense for 24 hours support.
I agree with @sandeepbh people may not want to pay for this and others will, an example is I myself wouldn’t see this as necessary for day to day but if I did go away to say China or the Philippines where time is 12 hours ahead it could be useful. Would I want to pay for that feature, depends but if it gets added to a membership that could be something. I do find value in certain memberships and that could add more value. Thoughts.
Membership doesnt make sense for this since people would not be using support most of the time its just once in a while when they need it and since Neo also issues travel credit cards so if the user is somewhere out of the country it is hard to get support at the regular time due to jetlag and other factors.
My other cards also offer this feature and it doesn’t cost me money to use. This should be something offered and not through a membership.
I dont think I would pay for increased support. I use it so rarely that I wouldnt see the value in it. However, when you have a hair on fire problem and truly need support there can potentially be demand for this to the point of payment - I just haven’t had that problem so can only speculate.
Absent of 24-hour support, what do we do if we’re traveling and the credit is getting declined, maybe due to a security problem?
Exactly. You nailed it.
Credit cards often stop working when traveling because a sudden surge of purchases + purchases in a new geographic location set off automated fraud systems. With Neo you can generally unfreeze it simply by approving the transaction or logging in.
Personally, I just carry emergency cash with me when I’m traveling and use the card for everything. If there’s an issue the cash is ready to solve it immediately, rather than trying to get service, wait on the phone with support, hope they can actually fix it… traveling can be stressful enough.