Hi everyone, I need some advice regarding unauthorized transactions on my Neo account.
A couple days ago, I transferred over $200 into my account. While I was asleep, multiple transactions appeared from:
GOHAR GRIGORYAN YEREVAN ARM
Transactions:
$13.79
$72.13
$76.56
$78.30
$14.31
$14.34
$13.36
Total: $282.76 CAD
I did not authorize any of these transactions, and neither did my wife. One transaction shows 3,496.38 AMD ($13.36 CAD), which makes it appear connected to Armenia.
Neo denied my dispute, saying the transactions were made through a mobile wallet and therefore the card had previously been authenticated.
My questions are:
Does “YEREVAN ARM” mean the transaction physically occurred in Armenia?
Could someone in Canada make a transaction that displays Yerevan because of the payment processor?
Does mobile-wallet authentication actually prove that I authorized the transaction?
Can Neo tell me which wallet, device/token, and authentication method were used?
Should Neo be able to provide the merchant’s actual contact information since they told me to contact the merchant?
I have asked Neo to reopen the dispute and provide the merchant and authentication details but I keep getting the same annoying bot message that its been resolved.
I’m trying to understand how these transactions could have happened and what evidence I should request from Neo to prove they were unauthorized. The only person who has my card on their mobile wallet is myself and at the time these transactions happened I was asleep because I work nights. I’m extremely disappointed in Neo’s customer service department as well I spoke with a few individuals and they were no help at all.
Any advice from people familiar with Mastercard fraud, mobile wallets, or Neo Financial would be greatly appreciated.
I’m so sorry you’ve had to go through this. When we see transactions like this made through a mobile wallet, it generally means the card was added to a wallet using an authentication step, such as a verification code. As for “YEREVAN ARM,” that refers to the merchant location shown with the transaction, but it doesn’t necessarily mean the person who made the purchase was physically in Armenia. Payment processing can involve different locations.
While I may not be able to overturn the decision, if you can share your ticket number, I’d be happy to make sure all the details were reviewed before the final decision was made.
All current dispute cases: 125552897, 125553021, 125553289, 125553397, 125553218. I believe there’s either one or two more I cannot seem to find right now. I’ve received a new card but to be honest it all depends on if this dispute is resolved if it is not I’ll be cancelling all my cards with Neo and will be contacting the Better Business Bureau to investigate. I’ve left one star reviews as well on trustpilot and will continue to post negative feedback to ensure this doesn’t happen to any other individuals. I never received a code via text or email to indicate someone added my card to another mobile wallet. Or in some crazy circumstance they hacked my phone and somehow intercepted the text which seems unlikely. In all honesty, I don’t know what happened.
Thanks for sharing those ticket numbers @Hakim_Adan
I checked with the team, and it looks like you may currently be at the initial automated response stage. When a dispute is submitted, transactions are first reviewed to determine whether they’re eligible for a dispute through Mastercard. Some transactions, including certain authenticated transactions, may not be eligible through the standard dispute process, which can trigger an automated response.
That doesn’t necessarily mean there’s nothing more that can be looked into. Did you attempt contacting the team via phone call or chat after receiving those emails?
The frustrating thing is anybody I spoke with on the phone and was told to just send an email that no one else can help me other than the dispute team. I guess I’ll wait to see if things get resolved.
As I mentioned earlier I did speak with support and they only said to email nothing they could do but I will reach out again on Monday to ask an agent to submit a goodwill request. Thank you
I’m actually dealing with doordash taking $115.40 out of my neo account.. I just transferred over $250 for my son to go shopping for back to school and as soon as I transfer the money I noticed$115.40 taking right out of my balance from doordash. Now yes my son did try to buy doordash a couple times but it was denied but not $115 worth of stuff… Did anybody else get reimbursed or is it shows the last cause because this is not the time of the year or to just give away $115 there’s back to school I have two kids single mom so anybody dealt with this before please let me know
Hey @Jessbbi, welcome to the community!
It could be that DoorDash tried to charge your card earlier and the charge only went through now. Have you tried disputing the transaction?
Yes and I’m waiting just about a week almost , it’s to long for a transaction that I didn’t not authorize and neo should of let it go through even tho I know there’s some loop hole that I signed so they can… It’s just frustrating I needs that money I have 2 children
