My account is frozen from inactivity. I would like Neo to DELETE all my information. In trying to call the number they advertise, Neo advertises: an email which auto-replies not to use it because its not monitored; a help centre that doesn’t contain any topic you need; the phone number sends you a verification link but the when I try to verify my account, I can’t presumably because my account is frozen. Help! will someone please reach out with an actual process that allows me to get my account and information permanently deleted! I will not be recommending Neo to anyone, and I rue the day I signed up for a card.
Hi @tjiscjs, thank you for reaching out, I’m really sorry to hear about your experience, and I completely understand your concern.
Due to Canada banking regulations, we’re required to retain account information for a minimum of 5 years, which is why we aren’t able to fully delete your profile. That said, I’d love to understand what you felt was missing from our Help Centre so I can share that feedback with the team.
Regarding the frozen status you’re seeing on your account, I’m sending you a DM so I can take a closer look together and get this sorted out. Thanks again for bringing this to my attention.
Thank you for your response. It’s helpful to know the 5 year rule. Can you tell me what year that will be for me? Or what happens at 5 years exactly? Will the bank purge my information?
I would very much appreciate if you could forward my experience to your “customer experience” people. Not sure what you’re aiming for, but if it’s driving customer’s mad, well done!
Here’s a pic of what pops up when I try and log into my account:
Of these choices Neo gives me, the Help Centre (also, center is not Canadian English) contains no information about deleting or cancelling cards or accounts.
- how does one cancel your credit card?
Contact Form - the link appears to be broken. Although it seems to be a live link, it does not in fact take you to a contact form! Hahahaha
The phone number - well this is fun - the automated system sends you a link asking you to login and “verify” your account, however, when I hit the link, well, I can’t log in because my account is frozen. Hitting zero on the phone menu did not in fact advance me anywhere. The system just kept urging me to try and log in. That’s some diabolical circular customer service hell right there so if that was the intent, to drive a customer mad, well played.
Finally, also really fun and not in a good way, that email for support? I got an email back saying essentially, this account isn’t monitored so don’t use it; we don’t like doing business via email because of scam potential. Cool. Which of course begs the question for me - am I actually talking to an actual Neo representative?
I have not in fact received a DM?
1 Like
Government regulations require financial institutions to retain customer information for five years after all accounts are closed, and only then it will be automatically removed from our systems.
It was never our intention to cause any frustration with the email you received after your support email reach out, and I really appreciate you sharing this feedback, I’ll definitely pass it along to the team so we can improve our support communication.
We do have a Help Centre article that explains the closure process, but I’d love to understand how I can help you further here. I sent you a DM last week, and I’ll send one again now, if you click on your profile in the top right corner, you’ll be able to see your notifications and find my message there.
Looking forward to helping you sort this out.