Hey everyone! We know how frustrating it can be to miss out on cashback rewards, and we’re here to help! I created this thread so that we can stay organized in getting feedback from you guys if there are instances where you make a purchase and seem to be missing the cashback or if you think you may have received incorrect cashback.
Please use this thread to report any issues with missing cashback so we can investigate further.
How to Report an Issue:
Specify the merchant and the transaction date.
Include a screenshot of the merchant offer displayed in your app.
Your feedback helps us improve and resolve these issues faster. Thank you for your patience and support!
Hi Denisa,
I’ve had transactions at Pita Pit recently where it shows as “Sq *Healthy Fast Foods Canada” as the merchant in the app, and isn’t counting towards the reward offer shown in this screenshot. The dates were January 7th and 10th, 2025. I noticed they were using a mobile app to collect payments rather than their standard payment terminal when I was paying - perhaps that’s related?
Thanks!
Tim
Hey Tim, thanks for flagging this. Let me have a team member look into this. My assumption is if the merchant switched the terminal they were using to a new terminal, I do think it would affect things on our end. Again that’s just my assumption, as this is not my area of expertise, but with that said I’m going to chat with a team member who is an expert here and i’ll see what we can find out as well as adjust things for you on your end. Let me get some clarity here and I will update shortly!
Hey Tim, just following up here that you should now see this adjusted in your app! The team has also resolved the issue on the back end as well so that moving forward if you go to this merchant again, there should be no issues with rewards! Let me know if you see these changes reflected in your app. Thanks!
Hi Denisa
I’ve noticed actually is not on every purchase cashback. It is only on 1 or two per month transactions.
For example if I go to Fortinos every week and pay with my Neo money account card, only 2 transactions maybe will show as cash back.
The cash back it should be on every eligible transaction?
Hey @NikkysNeo I’m not seeing Fortinos in the app, can you post a screenshot of cashback that you received when you went to fortinos? How it works is that each Neo Partner has their own offer in the app, for example some places will have an offer that is like “after 3 transactions, you will get 5% cashback for all 3 transactions” etc or some places have a first time offer, so for example- the first time you shop there they will give you a higher cashback such as 10% first time and then after you use that offer it will switch to a different type of offer. It all depends what you see in our app from that specific store.
Let me know if that gives you clarity & feel free to ask more questions if needed!
FYI - I will make a more in depth guide on the rewards network for everyone soon and I will post it here in the community. Stay tuned for this.
Hey @NikkysNeo Thanks for posting that screenshot. Do you mind posting the other examples of this same place when you didn’t receive cashback please?
@Denisa.Neo I have had this experience too with a particular vendor. I have attached various screen shots for reference. Sorrentos Pizza offer is 13% any purchase up to $15 plus 10% every 3 purchases up to $22. On February 7th I ordered through their website, which apparently is managed by UnuHub. So the charge on the credit card is showing up as a charge from Unuhub and so I only got cashback of $1.07 instead of the $15.00 I should have earned. Yesterday I ordered from them again but phoned in the order because of the last time. The credit card charge shows as $52.64 under Sorrentos, but the cashback was $0.52 instead of the $6.84 I would have expected. Additionally there was no recording of the purchase history for the every 3 purchase record. Is there a way to find out why it is not working for this particular vendor? It is very misleading to be ordering from them expecting a certain cashback, and then not getting it.
Hi Patty! I totally understand your frustration here. Something definitely isn’t right. Give me a little bit of time to look into this specific case for you and I will get back to you soon with some clarity or let you know if i have some follow up questions. Also, thank you for taking the time to post the screenshots and give me the details of the situation, this definitely helps as I look into this.
I will keep you posted shortly. Appreciate your patience on this one!
Thanks Denisa. Another thing that I love about Neo!! Your team is so great in responding and staying in tune with the group. It may seem like small things, but these are the things that really matter.
Hi Patty! Thanks so much for your patience. I looked into this with our team and I have an update for you. It turns out the merchant is using a third-party platform to process their online orders (the one in your screenshot). This platform groups multiple restaurants under one umbrella, so when the charge shows up, it comes from Unuhub instead of the individual restaurant like Sorrento’s.
To give you an example: it’s kind of like ordering The Keg through DoorDash. On your CC statement (no matter which bank or card you use), it would just say “DoorDash,” not “The Keg,” which makes it impossible for any Mastercard licensed system (not just Neo) to recognize where the purchase actually came from.
This is definitely an edge case, so we’re adding a disclaimer in the app under that merchant to help avoid confusion moving forward. In the meantime, we’ve gone ahead and manually credited your account for both the first and second purchases, so you should now see the correct cashback applied in your app.
Let me know if you have any questions at all and thank you again for flagging this. You helped us spot something important!
Hi Denisa. that is exactly what I expected happened. When I saw the Unuhub name on my CC bill I totally knew what happened so I didn’t think anything of it, but it was the only way to order from their website and there was no indication that I wasn’t ordering direct. Knowing this I placed the second order by phone. It showed up on the statement correctly but it still did not give the correct CB. I posted this just for general interest and not necessarily asking for a correction. But as usual, Neo has gone above and beyond IMO. No only did you respond quickly, your team investigated and resolved the issue immediately. I really value that you offer this community forum and that your team takes customer comments seriously.
Hello, I’ve been enjoying using the Neo card and exploring the partner network for cash back deals, but the process for reporting and actually receiving missing rewards definitely has some flaws. Namely:
The “Report missing cashback” has no feedback once a determination is made. I receive no notification that review was completed, and a few times even after calling or chatting with front line support, they say they can’t tell me any more information, and the decision is final.
I spent way more time and effort communicating with front line support trying to recover missing cashback for certain transactions than the transactions are worth, in hopes that the affected merchants can be updated in the backend so future transactions will work automatically in the future for myself, and for others. But the amount of details requested, expected cashback, screenshots, they ask of me is beyond what most cardholders would be willing to provide.
In a recent case for “the A&W App” (5% back every 2 transactions) - it worked at one location, but did not apply to a 2nd transaction at a different location in the same city. Even through both transactions were clearly named “A&w #XXXX Mobile Pay” - and the front line chat support claimed that this location did not qualify, when in fact the offer is not location specific. Eventually the rep claimed to have opened a ticket with backend support, but I never heard anything since. Another week later, I contacted support again, and after providing all the same information again, even after providing the previous ticket # asking for an update, they had to request all the same information again, and open another ticket with backend support. I eventually got my reward, but I also never received any communication about it either. This doesn’t instill confidence that I will not have the same issue when placing an A&W App order for yet another location. The risk of getting 0 reward without all of this effort is quite daunting. I’d like to promote this card, but this system needs to be streamlined - this forum is a great start if it means it reaches the people who can check the backend system better!
Please allow configuring auto-pay of the statement amount from other financial institutions. Neo money account as the only option doesn’t work for me as that as my primary account with enough to cover the statement balance is elsewhere.
Hi @AgentSmith, welcome to the community and thanks for the feedback!
I brought this up with the team, it sparked great discussions about the missing cashback report process. Right now, you can track the report status under the transaction, but we understand there’s room to improve on that.
Glad your A&W cashback came through! Sometimes transactions get missed due to the associated unique code that they have, but our Customer Experience team can always look into it further if needed. Appreciate you sharing the details with our team, that helps a lot. I’ll DM you to get your details and follow up on the support experience.
As for auto-pay, It’s not something we’re actively working on right now, but I’ve shared your feedback with the team for future consideration! For now, you can auto-save from your external Financial Institution to Neo Everyday Account, then set up auto-pay from there to your Neo Credit Card.
Let me know if you need anything else, here to help
Im looking for clarification on a reoccurring payment cash back.
So every month on the first, I pay rent with my neo world elite card. It charges $1,835.
Based on my understanding of the cash back, it would hypothetically be $500 * 4.5% (W.E + Premium) + $1,335 * 1.5% (Everything else) which should equal ~$42.53 in cash back.
If it does not qualify for reoccurring purchase, I would get the standard 1.5% cash back = ~$27.53.
My actual cash back from rent, is $35.85. So i’m trying to understand how that was calculated.
In addition, I get charged a service fee, of $32.11 (separate transaction) where im only getting 1% back instead of the 1.5% ($32.11 = $0.32 cash back).
