At first I could find a phone number, to close my Neo account, so cut up my NEO card. However, I continued to recieve emails with no option to unsubscribe. I finally uncovered a contact phone number. They asked me security questions that I didn’t know the answers to, so they wouldn’t stop the emails, nor would they deactivate my account. They wanted me to perform an online password reset, but the reset sends a verification to a no longer in use landline number. For security reasons, I don’t like having an unused active account. What recourse is there?
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Hi @JCtr, I’m so sorry to hear that you’re going through this, but thanks for joining the community to ask about it. I’d be able to help arrange a call about this with one of our senior customer support agents who should be able to help get this all worked out. I’m going to send you a DM about this to get some more info and then I’ll get in touch with that team to make sure this all gets worked out as soon as possible. Please get back to me when you can so that I can help get this into the hands of the right people!
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Is it all that surprising they won’t close an account where the owner doesn’t know the answer to the security questions?
Totally feel you on struggling with the password and 2-factor, but verifying someone’s identity before closing an account does seem like common sense.
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If the security questions were reasonable or sensible, it would make sense for a card holder to know the answers. But, all too often the questions. lack common sense. The lack of common sense seems to be the order of the day with aspects of the closure policy. NEO can see the card hasn’t been used for years. As such, IMO, it is the total absence of common sense, to expect a card holder to know answers to questions like ‘how much was your last purchase?’ How much was your last statement balance? etc.
It is very surprising, a credit card company won’t close an account, that hasn’t been used for years, when requested, especially when the card company can see from their end, the account hasn’t been used for years. To me, it is common sense to close such an account when requested. NEOs refusal to close an account places the card holder’s account at risk of unauthorized users getting access - the very thing I am trying to safeguard against. But so far, NEO has denied this security to the account.
I understand, from NEOs perspective, a closed account is an account that can’t make the company money. However, IMO, card holder account security ought to hold a higher priority than profit margin
I look forward to having the non-closure situation addressed.
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That is very valid feedback. We will your identity validated and the account closed. Apologies for the hassle so far.
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Thank you for working on this.
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