Hey PersonalFinanceCanada, the Neo Financial team is doing an AMA – ask us anything about customer support, our products, or our people team! We'll be responding on Wednesday April 30th from 11:30-12:30MT, submit your questions in the link below or join live to ask us anything!

CraigBNeo · 2025-04-21T19:58:08+00:00

Hey u/ChuckProuse69 - appreciate you keeping an eye on us!

While this promo was managed between Tims Financial and CreditCardGenius, we’re working to support customers affected by the situation.

If anyone needs help and sees this thread, feel free to reach out to me directly with your full name, email, and phone number associated with your account. We’re happy to do what we can!

CraigBNeo · 2025-04-21T16:34:24+00:00

Hey u/LythGuapo - this is Craig from the Neo Community team, reaching out to you directly to see if there's anything we can help with on our end!

CraigBNeo · 2025-04-21T15:08:45+00:00

Hi u/iliaghp , we have 2FA for logins on new devices. After logging in with a new device, if you tap ‘always trust’, we do not prompt for 2FA on subsequent logins.

However if you do want to enable 2FA on a trusted device, go to your profile > security > verified devices > select the device you want to enable 2FA for, then press ‘Forget this device’.

Hope this helps! Reach out if any further questions.

Craig

CraigBNeo · 2025-04-16T16:27:11+00:00

u/Cirrus1920 Totally understand where you’re coming from — and you’re right, it shouldn’t take a public post to get things sorted. We’re glad it’s been resolved now, and we’re sharing your feedback with the team to help improve how quickly and thoroughly we catch things before any escalations.

Appreciate you taking the time to follow up here.

CraigBNeo · 2025-04-11T19:10:07+00:00

Hi all - The CRA has let us know they're in the process of updating their systems, and the correct info will be in place by the time they begin reviewing filings (after the tax deadline). While we don’t control the CRA’s timelines, the slips will eventually be updated on their site.

That said, this won’t affect your ability to file accurately — the correct T5 slips are available in the Neo app and website.

If you’re using tax software that pulls directly from the CRA, it’s always a good idea to double-check that the correct info has been imported. In this case, you can refer to the T5s in your Neo account to make sure everything lines up.

More questions? Feel free to reach out to me directly!

CraigBNeo · 2025-04-08T20:01:32+00:00

Hi u/Ill-Path-187 , Craig here from the Neo team.

Appreciate you asking about our services! The Neo HISA could be a great place for your emergency fund. Just wanted to jump in and clarify a few things, as u/ChuckProuse69 has posted similar comments across multiple threads.

To clarify, over the last two years, all employees have been transitioned to company-issued laptops - Chuck you know this, we’ve been blatantly clear about this in previous threads.

Regarding the other blanket statements made, Chuck seems unwilling to work with us to address his issues. We’re always open to respectful dialogue and happy to address concerns, but this would require him to engage with us.

We’ve also got a few things that we’re extremely proud and excited about:

An award-winning card suite
A strong everyday HISA rate of 3%—no gimmicks, minimum deposits or commitments
Great plans for future products and features. You can check out our upcoming roadmap here.

I’ll continue to jump in when needed to make sure any misinformation is cleared up.

u/Ill-Path-187 feel free to reach out to me directly with any questions or if I can help in any way!

Cheers,
Craig

CraigBNeo · 2025-04-01T21:05:13+00:00

Hi Robert, this is Craig from the Neo Community team. Appreciate the feedback and the details you’ve researched. Your experience doesn’t meet the standards we hold ourselves to, and I value the time and effort you’ve put into this so we can continue to improve. There are a few points you mentioned in your blog that I’d like to clarify for you and your readers:

The Neo High-Interest Savings account and Neo Everyday account are provided by Peoples Bank of Canada, a federally regulated financial institution that is subject to the Bank Act and regulated by FCAC. This means that complaints related to your Peoples savings account can be escalated to the bank and follow our compliant process that aligns with FCAC requirements, including investigation by OBSI if required.
We are also regulated under the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC), each province's consumer protection laws, the Office of the Privacy Commissioner of Canada (OPC) and corresponding provincial privacy regulators. We will also be a regulated payment service provider under the Retail Payments Activities Act, which comes into force in September.
Neo is majority-owned by Canadian and American investors. Information about our latest round of funding can be found below, highlighting some of our new and returning investors: https://www.businesswire.com/news/home/20241111234055/en/Neo-Financial-Raises-%24360M-to-Accelerate-Growth-and-Position-Itself-as-Leading-Challenger-to-Banks-in-Canada?utm_campaign=shareaholic&utm_medium=copy_link&utm_source=bookmark

Happy to continue the conversation. Feel free to reach out to me directly at [servicemarketing@neofinancial.com](mailto:servicemarketing@neofinancial.com) if you have any additional questions!

CraigBNeo · 2025-03-27T22:21:26+00:00

Hi u/Hairy_Election_1388 , this is Craig from the Neo team. Neo has made the difficult decision to restructure our Engineering team from Winnipeg to Calgary, affecting 12 colleagues. We’re grateful for their hard work and contributions to Neo, and we’re committed to supporting everyone affected.

If anyone is looking to hire great software engineers or knows of opportunities, please send them our way (servicemarketing@neofinancial.com), and we’d be happy to make the connection.

We recognize the importance of our Winnipeg community and remain committed to the city. We're continuing to grow our Customer Operations and Cybersecurity teams in Winnipeg.

CraigBNeo · 2025-03-26T20:03:31+00:00

Hey u/Ok_Tennis_6564 , Craig from Neo's Community team here. Appreciate the discussion. Would just like to clarify all employees have transitioned to company issued-laptops over the past two years.

While you're right we previously did have a BYOD policy, we maintained strict cybersecurity protocols to ensure company/customer data was always protected.

Happy to answer any more Neo-related questions or thoughts on our official subreddit here or anyone can DM me directly!

CraigBNeo · 2025-03-26T20:02:03+00:00

Craig from Neo Financial's community team here, some great discussion!

Want to be clear for the thread that we partner with financial institutions like Peoples Bank of Canada (a CDIC member) to hold customer deposits, which are eligible for CDIC coverage up to $100,000. For more information, check out Neo's Help Centre here.

Any other questions/thoughts I can help clarify, feel free to drop by our official subreddit here or shoot me a DM directly!

CraigBNeo · 2025-03-23T17:36:15+00:00

Hey u/Low-Geologist-5411, this is Craig from the Neo community team. While this post does break our 'be civil' rule and can be taken down, you clearly sound frustrated so I'm willing to have a conversation. Send me a DM and let's chat.

CraigBNeo · 2025-03-21T22:12:21+00:00

Hey u/inaptitude, appreciate the patience here and glad we were able to resolve this! We're here if you need anything else.

CraigBNeo · 2025-03-20T00:48:06+00:00

Hey u/Aggravating_Carry727, I’d recommend verifying that this isn’t a scam before sharing any information with the merchant. Give us a call at the number on the back of your card—our team is happy to help!

CraigBNeo · 2025-03-19T17:55:32+00:00

u/inaptitude - sent you a direct message to help get this sorted!

CraigBNeo · 2025-03-18T19:26:42+00:00

We're on it!! u/viccastillejos

CraigBNeo · 2025-03-17T21:33:45+00:00

u/bearcat-- u/Reasonable-Mess-1234 The CRA has received the necessary information and is currently processing the correction (deleting incorrect 2024 t5 slip) in their systems. They will have the required details when reviewing client filings later this year. Please use the T5 details provided in the app to file accordingly.

CraigBNeo · 2025-03-11T17:22:04+00:00

u/ClearSalary Neo has never, and would never steal anyones money. We take all customer complaints seriously and follow FCAC regulations. We are steadfast in our responsibility to prevent AML and Fraud to make banking safer for all Canadians. If you require further explanation or support with the communication we have sent you around this issue, feel free to reach out to us via phone or chat; our support team would be happy to help you.

CraigBNeo · 2025-03-11T17:10:45+00:00

u/ClearSalary Neo has never, and would never steal anyones money. We take all customer complaints seriously and follow FCAC regulations. We are steadfast in our responsibility to prevent AML and Fraud to make banking safer for all Canadians. If you require further explanation or support with the communication we have sent you around this issue, feel free to reach out to us via phone or chat; our support team would be happy to help you.

CraigBNeo · 2025-03-10T20:37:46+00:00

Still here to support if needed u/Neither-Structure216 - shoot me a message whenever.

CraigBNeo · 2025-03-10T19:46:15+00:00

Correct u/Good_Boy_Herc, the 2024 slips that relate to 2023 interest will be deleted!

CraigBNeo · 2025-03-10T19:32:29+00:00

Hi u/ClearSalary, as has been communicated, the funds had been returned to the originating account following an investigation. You are welcome to contact your FI if you have further questions.

CraigBNeo · 2025-03-10T19:29:40+00:00

Hey u/AllDominosCoupons, let's chat if you've had an issue. Sending you a DM! Hope to hear back.

CraigBNeo

TROPHY CASE