Worsening customer experience with Neo

[Tarun_Madhav_B]

I’ve been a Neo user for over 3.5 years now — started with the basic credit card and eventually moved up to the World Elite Mastercard❤️.

Early Days (Awesome Experience )
Back then, support was a breeze. I don’t even remember calling once. If a reward went missing, I’d just report it in the app and most of the time it was fixed by the end of the day. Super smooth, no stress.

After a Few Months (Still Good )
The app improved, offers changed, but some bugs started creeping in. If cashback didn’t show up, I’d call support. Wait times were short (2–5 mins), and the reps actually knew what they were doing. Problem solved, done.

The Past Year (Frustrating )
Now… it feels like a completely different company.

• If you try reporting a missing reward on PC → 404 error.

• On mobile → submission “works” but no confirmation email ever arrives. Then days later, the app just says: “Upon review, you’re not eligible.” No explanation.

• Calling support means waiting 30–60 minutes, and often the person on the other end doesn’t really understand the issue. Escalation? Almost impossible.

• Neo also never provides proactive updates on offers or rewards — not even something like a simple monthly email digest to let users know what’s new or changing.

• This is all while I’m paying for Premium perks, which supposedly gives “priority support.”

Honestly, it almost feels like Neo is intentionally trying to avoid cashback review requests. That’s the vibe—because nothing gets logged, no ticket number, no email trail, no accountability.

Examples of My Issues

• Walmart online grocery → used to get rewards, then stopped completely. Reports go nowhere.

• Olive et Gourmando (June) → paid the bill, supposed to get 7% cashback. Reported it, nothing resolved.

• Zets (Airport Rd, Toronto) → punches didn’t always track. Reported, no solution.

• Osmow’s (Airport Rd, Toronto) → countless visits, never got the 7% cashback.

I’m sure I’ve more than this but couldn’t search the app as it never helped me to maintain a record of the issues.

Chat support is slightly better, but even then, they can only “escalate” without giving a ticket number. I literally have to save transcripts just to have proof. But for no use, no one got back to me.

Final Thought
I still like the Neo platform, the World Elite MC, and Premium perks. But the customer support has gotten so frustrating that it overshadows the good. And if cashback—the core feature of Neo—doesn’t reliably work, that’s a huge problem.

My main question to Neo: Why are reward reports silently closed without updates, explanations, or any escalation procedure?

Would really appreciate some clear answers and accountability here, because I know I’m not the only one experiencing this (saw plenty of similar stories on Reddit).

Credits: Chat GPT for professional formatting, and making me sound optimistic.

[Sana-Neo]

Hi @Tarun_Madhav_B , thank you so much for your thorough feedback, we really appreciate it! And thank you as well for being with us for the past 3 years. We’re always striving to make your experience better, and your input really helps us do that.

A couple of points from your feedback I wanted to touch on:

• Missing rewards report: We completely understand there’s room to make this process more seamless. At the moment, you can track the report status under the transaction, but we’ll bring your feedback to the team to see how we can improve this further. We also rely on escalations from our agents to our team for deeper investigations, so I’ll raise your points with them to explore ways to make this smoother.

• PC error: I’d love to connect with you directly on the error you’re experiencing on your PC, as the website should also support the missing rewards workflow.

Looking at the missing rewards examples you shared: Walmart is categorized by Mastercard as Wholesale, so it doesn’t qualify under Grocery.

For the other two merchants you mentioned (Olive et Gourmando, Osmow’s), since you have Premium, I believe you are referring to the 7% cashback which is the average earned across partners in the Dining, Restaurants, and Bars category. Please feel free to correct me if I’m wrong!

I’ll send you a DM so we can dig deeper into the error and review the missing rewards with those merchants. Chat soon!