There’s no phone number.
There’s no live chat for me because I’m a new customer and have no login credentials.
I sent an email asking about stuff there and it said they don’t really like communicating by email.
Wow.
What a way to welcome new customers.
Are they serious? I’ve never seen anything like it.
I left my phone number in the email but I seriously doubt if I’ll get a call back.
They are not even on Facebook it seems. Did they just open yesterday? Teething issues?
Maybe someone can help here:
Do they offer free etransfers?
Is there an ATM card?
Does it charge 2.5% foreign currency exchange fee on ATM cash withdrawals out side of Canada?
Do they reimburse foreign ATM fees?
How are the exchange rates?
Is it like a normal bank?
@Mark2026 I’m sorry to hear your experiencing some frustration as you get started with Neo. If you visit https://support.neofinancial.com/ you’ll see a chat option at the bottom any of the article pages and numerous articles reference this # for support: 1 (855) 636-2265
While I can’t speak directly to your questions about foreign exchange fees (hopefully the support articles will help with that), I can tell you that e-transfers are free and if you opened an Everyday Spending account, you should receive a physical card which can be used for in similar manner to a standard debit card.
I have been a Neo customer for quite some time now and have had nothing but an excellent experience - I trust that you will experience the same once you are able to have all your questions resolved. 
Just how do I chat with anyone or anything if I can’t log in because I’m not a customer yet?
You have to log in to chat.
It would be different if they had an informative website. But they don’t. So I have questions.
Sounds hopeful regarding etransfers and an ATM card. Thank you.
Why not download the app and chat? It’s free and takes a minute to set up.
Can’t use the app without logging in first! This is truly the chicken and the egg. Verification texts don’t arrive as well when trying to open a new account. I’m on a 30 minute wait to speak to someone there. Of course the number I called wasn’t anywhere on the website…why would you want new customers to be able to reach you? That’s crazy! They might bother you!
You can google all this, but I’m happy to help too. I’ve been using Neo for everything for a long time now.
- 50 free e-transfers per month
- Any of the cards can be used to withdraw cash. If you have a Build membership the ATM fee is reimbursed on any ATM in Canada.
- There is an FX fee on any transaction outside Canada, but it’s reimbursed if you have a Grow membership.
- Exchange rates are the same as any bank.
- It’s like a normal bank, but without the branches.
@Mark2026 I’m really sorry your first experience with us hasn’t been a great one, that’s definitely not the kind of welcome we want anyone to have. Even though we’re a digital-first company, you’re not limited to self-serve support. You can always reach our team directly at 1-855-636-2265 if you’d prefer to speak with someone. If you don’t want to wait on hold or create an account just to get answers, our Support Centre is also a good option, it’s full of articles that cover most questions around features and fees, and you can browse it anytime without logging in. We’re also available on Facebook and Instagram if that’s easier.
Just to quickly answer your questions: we support free e-Transfers, EFTs, and provide a physical card for ATM withdrawals. There is a 3% foreign exchange fee on standard transactions, but if you’re on our Growth Membership, that fee gets reimbursed, which can be a big benefit if you travel often or shop in foreign currencies online.
Great news for etransfers.
“Any of the cards”…? There should be one ATM card. And I was told by Neo on the phone there isn’t an ATM card. People move money around by etransfer or bank to bank transfer.
Exchanges rates are different with every bank. They may be similar of course. But each bank sets their own buy/sell spread. I’ve found Knightsbridge currency exchange and VBCE beat all banks but there is a delay in getting your money when using them of course. If they have an office in your city you may be able to go in in person which might be faster. Maybe write a cheque to yourself and use your credit card as security if you need the money immediately.
Actually without an ATM card there is no exchange rate because you ain’t using Neo outside of the country without an ATM card!
I had literally never heard of an ATM card before, but I just looked it up and it seems to be a technology from before my time. Probably that’s why the support person was confused.
As for getting cash outside the country, I just use Calforex before I go to get some cash and use my credit card which completely refunds the fees while I travel. Some places are pretty much 100% cash-dependant, but most places I travel take card for the big purchases (hotels, transportation) leaving the cash available for food and knick-knacks.
Why is getting cash out of the machine for the lowest possible price so important to you? Genuinely curious.
What is a Growth Membership? Any monthly fees? Any downsides?
“I had literally never heard of an ATM card before, but I just looked it up and it seems to be a technology from before my time.”
Every bank I deal with refer to them as ATM cards or debit cards. Cards you pull cash out of an ATM with or purchase something with if you don’t have a credit card.
“As for getting cash outside the country, I just use Calforex before I go to get some cash and use my credit card which completely refunds the fees while I travel.”
Calforex gives you a good exchange rate? Have you compared it to Knightsbridge or VBCE?
How does a credit card refund fees? If you pull cash out of your credit card account it’s a cash advance and interest starts immediately.
I’m trying to find a bank with a good exchange rate, no 2.5% or more foreign exchange currency fee (which is very common now), and reimburses ATM fees outside Canada (this is very hard to find but there are a couple at least). This is important if you don’t want to walk around with lots of cash (like at a beach) or have to hide cash in your hotel that may have very limited options.
A hotel safe is almost never secure because often the (sometimes disgruntled) staff have the master passcode. After a few months away recently I got much better at hiding stuff. But the real difficult one is the passport because it’s larger than cards/cash and you can’t fold it. Cards and cash fit into light switches/AC boxes well. I found a nail file worked well as a flat head screwdriver.
Why is getting cash at the lowest possible price important? Same reason money is important. I hate wasting it. When you travel you see people spending so much more than they need to, day after day. But a lot of this depends on if you’re traveling for a short vacation or an extended trip. You have to be way more astute on a long trip because things really add up over time. And being in unfamiliar environments is distracting so it’s much easier to make mistakes.
The Growth Membership is our premium savings tier that costs $12.99 a month, though it’s free if you maintain a $20,000 balance across your Neo accounts. It offers a boosted 3% savings rate, priority phone support, and specifically addresses your travel concerns by rebating foreign transaction fees and reimbursing Canadian ATM fees. Please note that the foreign fee rebate on the Neo Money™ card is paid out as a monthly lump sum rather than being applied instantly to each transaction. Since this is a debit-style card using your own funds, you get the competitive Mastercard rate and avoid those expensive credit card cash advance fees entirely.
When I looked into, ATM cards are different than debit cards, they literally only work at ATMs. Most banks offer debit cards now, but few offer ATM cards. For obvious reasons, most people don’t want to be running around withdrawing cash all the time.
You should know that Neo doesn’t have a debit card either, the Neo Money card is a prepaid credit card, which functions similarly but not the same.
Re: Calforex vs VBCE vs Knightsbridge — I use Calforex because I’m usually exchanging like $200 CAD into whatever currency I need. Knightsbridge (AFAIK) would beat that rate by quite a bit if I was doing $10,000 or something like that, but I don’t like to travel with lots of cash.
Totally agree on long travel, these things add up! I’m overdue for a proper trip myself 
Nothing on Neo is going to refund you ATM withdrawals outside Canada, but the Grow Membership would cover FX.
If you travel to Asia a lot, you could look into the Cathay card. That one also allows you to accumulate Miles while you’re spending money abroad.