I don’t see any category for this so putting it here.
The service by Neo’s “specialists” is awful. I called 3 months ago to convert to an unsecured card and was told, only then, that because I applied for a secured card (I’m just piloting the products), I am now INELIGIBLE for an unsecured card until 6 months later. Apparently, this was disclosed in the T&C however that is not sufficient disclosure - I’d have gone the other way, had I known. The “specialist” at that time also said I would get an email after 6 months with an invitation to convert.
Today, I called back as I want to convert and haven’t received any email. I am convinced that 2 of them were either deliberately misunderstanding my questions or are too incompetent to understand them, and both exited the chat early! So then I called to speak with management and escalate the issue, a 3rd “specialist” hung up on me after making me repeat everything (instead of reading the chat transcripts).
After speaking with 3 people in one day:
- Do I know why I didn’t get the invitation email? NO.
- Did they even try to look into it? NO, as best I can tell.
- Did they answer my question that, if I apply for an unsecured card separately (vs. converting the card I have) can they advise as to the process for reviewing & waiving the fee (my having already paid it)? NO.
All they do is reply with talking points, copy & paste.
I’m part of a pilot project with ACPI/CI Wealth and WILL NOT be recommending Neo to ANY of my clients. With inadequate disclosures and/or “specialists” not knowing things they should know and, apparently, only pretending to try and help me - how can I?!
I have already closed my credit card account and started the process of opening new bank accounts with a competitor. If Neo wants to keep my business, perhaps I’ll hear back from someone in time, but Neo has a long way to go before I can, in good conscience, send any other business their way.