Hi. I was trying to pay a bill for a hotel booked through a well known online booking company and the transaction was declined as a suspicious transaction. I tried to resolve through the chat bot and eventually was able to resolve when I escalated to a human support specialist. I think it would be a good enhancement if you could unflag a suspicious transaction yourself rather than going through support to resolve. If I was already out of the country it would have been more difficult to resolve quickly.
4 Likes
Hey @PGA! I’m glad our support team could help, but I totally understand how frustrating it can be in situations like that…especially when traveling. Your suggestion about unflagging transactions yourself is really interesting and would be super convenient instead of having to call in. What would make that feature feel simple and secure to use for you?
1 Like
I think that when it declined as suspicious, the user should be able to click on a toggle button to declare it as legitimate. If extra security is needed, then a text/ email code verification coild be added to confirm that you are authorizing. At that point, the user could try the payment again. Or maybe Neo just auto processes the payment once its verified. I do love all the security built in and like getting a notification everytime i make a purchase.
3 Likes
I do love the idea of a toggle or verification code for extra security! That would definitely streamline the process while keeping things safe. I’m hoping this is something that we can implement in the near future. Great piece of feedback & keep them coming. Glad you’re liking the notifications too btw!
Hi @PGA Good news! We are actually working right on on such a feature, where customers can be notified via SMS on these suspicious transactions, and the customer can verify whether the transaction was legitimate or freeze their card immediately by responding back! Currently collecting feedback in internal testing and hoping to roll out to customers soon!
6 Likes
This is great news, @david.adair – thank you for continuous improvement.
3 Likes
That is great news. Glad to hear that.
2 Likes
@Paul @PGA We have just soft-launched this feature today! Hopefully the next time you have a suspicious transaction declined you should receive an SMS with the ability to verify it yourself! This feature is rolling out so it may take some time to reach all users. But if you happen to hit this case, would appreciate any feedback on the feature.
5 Likes
Very cool.
Feedback: I’m traveling right now, Neo transactions work fine so far and I haven’t had this problem.
But if I do, I won’t be getting any SMS because I turned off my Canadian number and I don’t want to do expensive roaming.
Declined transactions can often happen when traveling, and it is important to have a method of delivery that has users in mind. SMS will work for some but not all. In the past I also got emails, which works some time but not all the time. There will be times when users won’t have internet when traveling, or would turn it off to avoid expensive data roaming charges or simply to save data.
There are different ways to tackle this with various pros and cons. One way is to do what partiful did and have SMS option as first choice with a button “send via whatsapp” instead. Many countries outside of Canada/US will have free WhatsApp or other messengers in their plans but not SMS.
Physical cards/Apple Wallet don’t require internet or cell phone plan to work, so having a way to notify users that users will see is important.
I don’t know what the best solution would be as this has to be tested with users. I would vote for a separate “travel mode” toggle that activates a mode that serves all of my travel needs. For example, this is where I would want to add a secondary number or a messenger like WhatsApp to let Neo know my preferred notification method when traveling, see the exchange rate before paying to decide card vs cash, buy foreign currency and do other travel-related things.
Right now I have a Colombian number but obviously I wouldn’t be getting any Neo notifications there as it isn’t registered anywhere (and I wouldn’t want to have to go through the hassle of reregistering my account every time I use a different cell phone).
Hope this helps.
3 Likes
An excellent point. I just returned from Budapest today. I had no issues at all with my Neo card. But a text message would have not worked for me either as my Cdn sim was turned off (no phone, no text). So a solution with email, WhatsApp or Messenger would have been my options.
2 Likes
@Paul @PGA thanks for the feedback! Definitely agree that SMS isn’t enough to reach all customers. Very early days with this feature and we definitely plan to support more ways of reaching customers where they are!
2 Likes
Don’t stop being awesome!
2 Likes
Only issue is you never want to make it that easy, would have to involve some specific sort of security process to validate but you’re right, there should be SOME option, this could really create a problem for someone! Glad you were able to resolve it though.
1 Like
Hi folks! This feature has recently been announced in our newsletter (The Insighter). Details here https://neofinancial.discourse.group/t/take-control-verify-your-own-transactions!
2 Likes