Hey everyone, I’m posting here because I’ve hit an absolute brick wall with Neo’s fraud team and need to draw some eyes to this. Back in May, my account was hit with a massive wave of unauthorized, out-of-country transactions totaling $4,920.96—all of which happened internationally before I had even activated my physical card. Despite this being a textbook case covered under Mastercard Zero Liability Protection, Neo support just abruptly closed my claim and refused to reimburse me, without offering a single piece of actual evidence to back up their decision.
Ummm… yeah that’s sketchy… I personally have never had a problem with them replacing money taken without my permission but its never been more that $100. I hope this post gets some attention from the people who can make things happen.
Welcome to the community, @Ashley_Da_Silva!
Thank you for sharing your experience, and I’m really sorry to hear you’re going through this. I can understand how concerning it must be, especially given the amount involved. Just so I can better understand what happened, could you share the reason the Disputes team gave for declining your claim?
Neo Financial rejected my $4,920.96 fraud claim by simply claiming a digital wallet was authenticated, showing that they didn’t actually investigate what happened. These we international charges! They have refused to provide any actual proof that a One-Time Password (OTP) was used, completely ignoring that these international charges happened before my physical card was even activated. I have formally escalated this matter to their Complaints Committee and am demanding a full resolution to reverse these unauthorized charges. Please help escalate this matter
Thanks for sharing the details, @Ashley_Da_Silva. While I’m not able to overturn the decision or change the outcome of the investigation, I can help take a closer look to make sure all the relevant details were reviewed before the final decision was made.
Could you please share a ticket number from one of your previous interactions with the team? I’ll use that to look into this further.
Thank you @Ashley_Da_Silva. I’ll look into the details and get back . Just to set expectations, when a dispute is submitted, our team conducts a thorough review of the available information before reaching a final decision. That said, I’ll take a second look to ensure all angles were considered.
Hi @Ashley_Da_Silva, I was able to do some digging.
I see that there were similar transactions from the same city around July 7 that were not reported as unauthorized. I wanted to check, do you recognize or did you authorize those transactions.
It shows that these transactions were authenticated using a one-time passcode (OTP) that was sent to your phone number. Does anyone else such as a family member, or anyone else by any chance have access to your phone or device?
Yes, I have looked at all the info provided, and the transactions were completed using a digital wallet and were successfully authenticated.
In addition, our system generated an SMS asking you to confirm the transactions by replying Y or N. If you had replied N, the card would have been frozen immediately to help prevent any further transactions.
That did not happen and i have escalated this matter to the neo complaints committee already. please find a resolution as this is an unacceptable way for neo to deal with FRAUD cases.
