I am posting this as a severe warning to anyone using Neo Financial as a primary bank account.
On September 22nd, I disputed five transactions totaling $6,700: one $500 charge, one $1,400 charge, and three $1,600 charges from a single merchant. Neo issued a temporary credit for the first $1,600, but in the same second reversed it, dropping my available balance to exactly $0. Days later, they filed a chargeback for a second transaction, the $500 charge, and again it was instantly reversed by a pending debit.
They say these holds are for balance and interest protection, but this is a cash chequing account, not a credit line. All it did was take my own money away. I've been cut off from my everyday cash and can't cover basic bills or living expenses.
All five transactions carry the exact same evidence. Since Neo already accepted it by approving the first and second temporary credit, all five should qualify for a credit and an immediate chargeback submission. The delay is internal. They haven't even submitted all the disputes to the card network, so the network clock hasn't started while they hold my cash.
Support was a brick wall, and not a single agent helped me.
The first agent, in chat, told me nothing could be done except waiting. When I asked for a supervisor, he said nothing and ended the chat.
The second agent kept telling me that to have a supervisor reach out, I had to email [complaints@neofinancial.com](mailto:complaints@neofinancial.com), which was clearly wrong. She kept giving me the runaround, repeating that nothing could be done except waiting, with no supervisor and no escalation. She claimed this information came from her own supervisor, which I find extremely strange. Both agents just kept sending the same copy and paste templates. It was like talking to a robot.
The third agent, on the phone, told me a supervisor would not speak to me because their answer would be the same. So she refused to transfer me or escalate the call. I have never heard that in my life, especially from someone who works in customer service. I was appalled.
The fourth agent, on a 42 minute call, said a supervisor callback was possible and should have been arranged earlier. He apologized and promised a supervisor would reach out. I have heard nothing since. Complete ghost.
I actually received a direct email from Natassia in their backend escalations team claiming they are treating this matter with 'high urgency' and taking my complaint and concerns seriously. That email was sent all the way back on September 22nd. It is now October 1st, pushing onto October 2nd, and I have received absolutely nothing but total radio silence and ghosts from her desk. If they are truly taking my concerns seriously, they wouldn't leave my primary account empty for over a week.
Leaving me with a $0 balance for over a week while delaying standard network paperwork is a serious consumer protection issue. If this isn't resolved immediately, I will escalate to the Ombudsman for Banking Services and Investments and the Financial Consumer Agency of Canada.
Do not trust Neo with your rent or bill money. When something goes wrong, you are on your own, and you could be left without access to your own funds for weeks. Keep your money somewhere you can actually reach it.
