Better communication Pre & Post?

Community Support
1

Neo needs to do better with communication.

Receive an email to tell me my credit limit has been reduced temporarily. Here are the steps to reinstate, link your main bank account OR make a payment.

Fine, no issue. Nothing has changed card is used as normal, payments made as normal. Once linked 48 hours the credit limit should return to normal.

Day 5 and Neo still cannot answer my question and are now telling me I have to make a payment or nothing can be done. Would like to add a huge payment was made the day prior (which can’t be used to count towards this step).

It would really help as a customer to have a warning of what is going to happen with my card. As I am sure many people do, I have recurring payments which are now declining for something that happened that I was not warned about.

A warning would help mitigate the extra charges I will now receive for this lowered credit limit which has had no explanation or communication about the status of my card.

I have had no issue with Neo for the past 2.5 years, recommend it to all so not sure the issue now.

any help or guidance would be fantastic?

2

Update*: issue has been resolved. Still believe communication could improve on situations like this. Wording and pre-warning if anything.

4

@brindlet We’re glad to hear your limit is fully reinstated! Thank you for being a valued Neo customer for over 2.5 years. Just to clarify: when a temporary adjustment occurs during a routine review, the email sent serves as the notification outlining the exact steps to follow to restore your limit. That said, we know delays beyond the estimated 48-hour window create real frustration especially with recurring bills. We have shared your feedback directly with our team to improve the clarity and timing of these notices

5

Thanks for the response Youssra! Have a great day!

8

Happy to help, @brindlet Have a great day!