Fraud / No response from NEO

Community Support
1

9,000 in fraudulent charges on my Neo Mastercard — dispute denied and no response from Neo

I’m posting here because I’ve exhausted my attempts to get a response from Neo Financial regarding approximately $9,000 in unauthorized transactions on my credit card.

On September 30, 2026, I received a phone call appearing to come from Neo Financial’s legitimate phone number. The caller claimed to be from Neo’s fraud department and informed me of suspicious activity on my account.

During this interaction, I was sent a fraudulent authentication link. Shortly afterward, an unfamiliar device appeared as a trusted device on my Neo account, and unauthorized transactions were made at Dior in New York.

I was in Canada at the time. I did not make these purchases, authorize anyone else to make them, or knowingly authorize another device to access my account.

Despite this, Neo denied my fraud dispute, stating that the transactions were completed through an authenticated mobile wallet.

My concern is that Neo appears to be treating mobile-wallet authentication as proof of my authorization, despite evidence suggesting my account was compromised through an impersonation/phishing attack.

On October 6, I submitted additional evidence, including screenshots of the suspicious call, phishing message, and unfamiliar trusted device.

It has now been nine days without a response or acknowledgment. I’ve also attempted to escalate my complaint through email, only to receive delivery-failure notifications.

I’m extremely concerned that I am being held financially responsible for approximately $9,000 in purchases I did not authorize.

I’m requesting that Neo Financial:

  • Formally escalate my complaint to its Complaints Resolution team.
  • Confirm receipt of my additional evidence.
  • Investigate how the mobile wallet and unfamiliar trusted device were authenticated.
  • Reconsider the denial based on the evidence of suspected account takeover.
  • Provide a written response and clear next steps.

I’m hoping someone from Neo can assist with getting this properly reviewed.

Has anyone else experienced unauthorized mobile-wallet transactions or had a fraud dispute denied under similar circumstances?

3

The issue is that you willingly clicked on that “authentication link” from someone impersonating Neo Fraud’s team. As a result, the scammers’ device was added as a trusted device, and the rest is history.

4

AH. I was under the impression I would have to give them an authentication code for anything to be added as a trusted device which I didn’t do :face_with_crossed_out_eyes:

5

This must be so frustrating and I am sorry that you are going through this! The first thing to do is freeze your card and even file a police report. Scams are very high tech and tricky these days, like Raphael said. When you click on links and even when there is a brief loss of data on your phone, that is when the scammers are accessing your device and using your number to get authentication codes processed. Be really careful clicking on anything and answering any “calls from banks.” I wish you some sort of resolution to this soon. However, thank you for posting and raising awareness of scams that are happening. Unfortunately, it is not just Neo - other big banks like RBC, CIBC, TD, Scotiabank have been coming down hard on customers when they are “responsible” for not clicking on any scammer’s links, etc.

6

I’m sorry you’re having to go through this.

A few years ago, I had unauthorized charges on my credit card originating from Ukraine. Neo accepted my dispute, refunded the money, and issued me a replacement card. However, in my case, I hadn’t clicked on any suspicious links or taken any actions that could have compromised my card, so I understand your situation is different.

That said, I have a couple of questions for Neo representatives and employees in this community.

Since being invited to the Insider Program, I’ve noticed that this isn’t the first time someone has posted here as a last resort, hoping to get help with an issue that regular customer support couldn’t resolve. This seems especially common with customers who say Neo has denied their chargeback or dispute requests.

My first question is about disputes and chargebacks.

If Mastercard provides protection against unauthorized transactions, why does Neo seem so reluctant to accept certain disputes? Does initiating a dispute cost Neo money? Is there some financial or operational reason behind these decisions? What’s the catch?

I understand that not every dispute is legitimate or qualifies for protection, but when multiple customers report similar experiences, I think it’s fair to ask how these decisions are being made.

My second question is about Neo’s customer support.

From reading numerous posts here, as well as my own personal experiences, I’m genuinely wondering what’s happening with Neo’s support system.

I’ve had situations where the wait times were frustrating, but the actual outcome was even better than I had expected or requested. That deserves recognition, and I genuinely appreciate Neo for those experiences.

However, I’ve also had situations where support agents were completely unable to help or accomplish anything meaningful. In those cases, the interaction felt like a complete waste of both my time and the support agent’s time.

And that’s what concerns me. These don’t appear to be isolated incidents. I keep seeing customers describing similar frustrations, with some eventually turning to this Insider community because they couldn’t get their issues resolved through normal support channels.

But here’s the bigger question: What happens to all the Neo customers who aren’t part of the Insider Program?

If they can’t get proper assistance from customer support, and they don’t have access to this community to escalate their concerns, what are they supposed to do? Just give up?

I genuinely want Neo to succeed, and I’ve personally experienced some excellent service from the company. But I also believe these are legitimate concerns that deserve transparent answers, especially when customers are dealing with their own money.

I’d really appreciate hearing directly from Neo representatives about how dispute decisions are handled, why some customers struggle to get meaningful assistance, and what Neo is doing to improve the overall support experience for all customers, not just those who happen to be part of the Insider Program.

7

Hey @Brittney_Hopfner and welcome to the community , I’m really sorry this happened. I can only imagine how stressful this must be, especially with that amount of money involved and not hearing back. As a reminder to everyone, Neo will never ask you to share your card details or verification codes. Scams can be really convincing, so it’s always worth taking a moment to verify a message or call before clicking links or sharing any personal information. If someone calls claiming to be from Neo, hang up and call the number on the back of your card to confirm it’s legitimate.

Would you mind sharing a ticket number from one of your interactions? I’d be happy to take a look and see if there’s anything else that can be done. I can’t promise the outcome will change, but I’ll see what I can find out.

8

Hi!

My dispute numbers were
#140196368
#140196319

Thank you so so much for looking at this

9

Thanks for sharing!

10

Hey @Brittney_Hopfner, I’ve had a look, and it seems you received an automated email explaining that authenticated transactions generally aren’t eligible for a dispute. However, there may still be an option for a goodwill review in cases like this. The email also mentions reaching out to Support to request one. Have you had a chance to do that yet?

11

I have, no one is answering me. I haven’t received a response to an email for 2 weeks..

13

Sorry about that, emails are usually not monitored. Have you tried calling the support phone number at 1-855-636-2265 or tried using the chat feature within the app?

14

The phone number just sends me a text to chat within the app then hangs up - I haven’t spoken to a real person over the phone. And the chat feature I haven’t had any response either.

15

This must have been frustrating. I’ll see what I can do on my end to help get this sorted. I’ll look into it and follow up once I have an update.

16

Thank you so so much