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…

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 ma…

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. …

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 …

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 …

This is great news, @david.adair – thank you for continuous improvement.

That is great news. Glad to hear that.

@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 cas…

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 i…

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.

@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!

Suspicious Transactions

Community Support

david.adair November 15, 2024, 6:03pm 15

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!

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