Hi! I am getting frustrated with a situation I am currently going through and I want to try this channel to see if I can find a resolution for it. This has happened a few times in the past and whenever I made contact through the chat, it was quickly solved, but now it is taking weeks and whenever I go to the chat, I always get to nowhere…
There is a particular charge that I did to a merchant and I did not receive the rewards for it. It is almost a month ago… I opened an incident online almost 3 weeks ago and contacted the chat twice, but nothing has happened… All I get is “wait a few more”… Why is this taking so long since it is so clear what the merchant is and what the rewards are for it…? Again, very frustrating that this was easily fixed with just a chat and a couple of days later and now taking almost a month…
Thanks in advance for any help!
Hi @LuizDiniz, thank you for reaching out! I would like to look into this further for you, sending you a DM to get more information.
Hi Sana, thanks for your reply!
Here are the details for my problem:
The charge that I did and I did not get the rewards yet is this one:
I should have received a 5% reward. But for some reason, the system did not get it correctly and I received only the regular rewards…
I opened a case, as I mentioned before, like 2 weeks ago… You can check that in your system…
Please let me know what other information you need to help me…
Thanks again for your help!
Hi Sana! The rewards I am talking about is this one:
Thanks again for your help!
Hi @LuizDiniz, thanks for your reply there! The screenshots look to be broken and I cannot see the images, I have attached what they look like for me. Try one more time maybe to upload the images and let’s see how that goes!
I have sent you a DM asking for more information, hoping we could chat more about this there! 
Hi Sana! Just replied back your email with the pictures as an attachment… See if you can see now… Thanks!
I haven’t seen any email replies from you, so I’m guessing you might have responded to the Discourse auto-notifications about your pending message.
No worries! To check our messages, go to the top-right corner of your Discourse page, click on your profile, and you’ll see notifications about direct messages and more.
Alternatively, you can totally send us the screenshots to our official email at servicemarketing@neofinancial.com! Let me know if you have any other questions 
Hi Sana! Sorry, I think I am having trouble to reply you back…
I have just sent you an email using the address you provided servicemarketing@neofinancial.com. Please let me know if now it worked…
Thanks!
Hi @LuizDiniz , followed up with you via email! Glad we could look into it and resolve this for you, thank you for flagging this
Thank you very much for your help Sana! Really appreciate it!
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Thank you very much for your help Sana! Really appreciate it!
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