Close account a problem = WTF?

📌 Support
1

Replying to a NEO e-mail results in referral to the ‘Chat’ function and after the useless AI I was told a ‘Specialist’ would be 3 minutes. 15 minutes later I was timed out of the ‘chat’ and that was that.

I want to close my account because I was unaware NEO is in fact the bankrupt Hudson’s Bay Company. Had I know that fact going in I would have NEVER have forked over my personal information. Now that information very much needs to be removed. I wish to close my account and WHY is that God damned near impossible to accomplish?

2

Damn Damn and triple damn. I CANNOT remove my name, phone number, or other personal information from you people myself at all. I MUST dance through your hoops to have my personal information deleted. This is turning into a nightmare, I’ve wasted over an hour already and accomplished not a thing. I cannot have my confidential personal information floating around with a fully toasted, bankrupt company. That information could go anywhere, or even resold for God’s sake.

3
Arrrrrgh. So ‘contacting’ NEO means crying on this forum and hoping mightily somebody responds with answers. Replying to the e-mail sends me here and I will be timed out on the ‘chat’ function if I try that again. Yes I phoned and that doesn’t work either (I gave up after 20 minutes). I’m getting a migraine.

Your personal details have been updated

Hi XXXX, Some personal details in your Neo account were changed on August 21st, 2025 at 7:41AM (PDT). If you didn’t make recent changes to your personal details, contact us.
4

Hi @Ace_Ventura. Welcome to the community and thanks for sharing your experience with us.

Just wanted to jump in and clarify a few things:

  • Neo and Hudson’s Bay are 2 different companies. Neo Financial is a Canadian fintech company that partners with brands like Hudson’s Bay to offer financial products, such as the Hudson’s Bay Mastercard. While we operate independently, Neo manages the financial side of things - like credit card applications, account servicing, and customer support related to the card.

  • If you have had products/applications with us, legal and regulatory obligations require that we retain your information for a period of 5 years following the closure of your account. This is a standard practice across financial institutions. Here is a handy article you can consult if you need more information.

I’d love to help and look into this for you. Sending you a private message in DM now.

5

I have just returned from the Credit Karma phone app after another dive and there is ABSOLUTELY no trace of NEO on it. Zero.

To go from a ‘front and center’ top referral to no presence at all is freaking me out. Something has happened that made CK drop NEO, immediately. I know it can’t possibly be anything good and I’m a dopey part of it.

I’m unhappy now and it stands to get potentially far worse.

I require no ‘referral bonuses’ as I’m very surely not doing any business with NEO, not now, and not in the future. No way.

I request my ‘account’ be closed with you folks and I do not receive further communication, particularly solicitations from unknown and unknowable 3rd parties.

Your denying association with HBC flies in the face of the material on your website which says NEO is/was a subsidiary of HBC. Had I known this before hand I would have steered well clear.

I have attempted contact with Credit Karma to attempt to understand why NEO was dropped as a client. NEO has been removed completely from the CK website and app, and apparently a day after I clicked on the NEO promotion. This is very strange indeed.

I have left a negative NEO review on Trust pilot. Your assistance, frankly, hasn’t assisted me at all. I apparently still have an ‘account’ with an organization I’ll surely never use and personal financial information residing in their cyber ether that can’t ever be edited or removed. I don’t want or need either of those.

After thought I have a theory.

Credit Karma told its customers (me) my chances of approval were ‘good’. This was the ONLY reason I clicked the CK offer.

The only NEO product available to me, other than a bank account, was a fully secured MC account. I’m surely uninterested in that.

This is lost leader marketing, potentially unlawful but certainly anti-consumer as it is false and designed solely to expand NEO business. Credit Karma found out and decided NEO wasn’t acting ethically. This explains why they wanted nothing more to do with NEO.

If this theory ends up being true I’ll be making a multitude of complaints with authorities. Canadians deserve much better than this total fukkin unethical rubbish. My theory explains everything. It is true.

6

Hello, Ace, thanks for taking the time to share your story here. It sounds frustrating when something seems like it should be done quick and it ends up being a lot more complicated than expected, and I can appreciate that.

My name is Grant and I’m the Head of Community at Neo. Alex came to me because really wants to help but, from what he understands, there is a legal requirement that we can’t get around. If you want to chat on the phone, we can, I’d be happy to hear your story myself.

Credit and banking can be complicated, but of course we want to help you.

Best,

Grant

7

There is nothing complicated here. I will have my fully unwanted NEO account closed and my personal financial information, apparently obtained through ‘lost leader’ marketing on Credit Karma, deleted. No part of this is the least bit complicated.

8

This is an e-mail I sent to Credit Karma.

to Credit

My LATEST beef is with apparently FORMER CK client NEO Financial.

They are refusing, yes refusing to close my fully unwanted NEO account and they are also refusing to delete any of the personal or financial information they lifted.

I have accused them of ‘lost leader’ marketing. That is where a product or service is offered but it is then withdrawn or grossly modified after the consumer bites on the promotion. I never asked for a NEO ‘bank’ account nor any fully secured anything. That was the only thing I got after clicking on their CK based promotion.

I believe they are no longer CK clients because of their anti-consumer practices, which are prohibited and unlawful. CK would be constrained from telling me this.

Finally, NEO Financial is intimately tied to the bankrupt Hudson’s Bay Company. It says so on their website. The mouthpieces swear they are ‘separate companies’. I surely won’t be doing business with NEO Financial and it’s appearing this one is going to Consumer and Corporate Affairs.

9

Hi Ace,

I appreciate the additional context and the frustration you’re going through. I want to reiterate that we hear your concern. If you want to chat with me about it, I’m happy to listen further on the phone. I sent you my number yesterday. The challenge we’re facing is that we are legally required to keep application data for at least five years.

Cheers,

Grant

10

Grrrrrrr. I demand, yes demand, my ‘profile’ be deleted. Why can’t you do that?

NEO has admitted I have no accounts that require retention of my ‘application data’. Below is an e-mail I just sent to Credit Karma. I have bolded 2 sentences for your benefit;

to Credit

Thanks again for the response.

I keep bugging CK via this e-mail thread because it creates a record. I don’t know what’s going on between NEO Financial and CK, and I might never know.

My experience suggests very strongly that NEO Financial is running a ‘lost leader’ marketing strategy. That is unlawful and the fact they suckered me and refuse to delete my ‘profile’ is extremely annoying. If nobody says anything, or does anything, there’s nothing stopping them.

This one looks like a complaint to the Feds, which will likely happen next week. Presumably consumer laws are there for a reason.