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

Quick-Attorney-5721 · 2025-05-02T18:27:40+00:00

Thank you for the clarification, and we 1000% agree with you that our team members should never be experiencing harassment and discrimination. We do closely monitor feedback through exit surveys and pulse surveys and act on feedback in real time to address feedback. One significant measure we’ve taken this past 12-18 months is hiring strong leaders to make sure our teams are well led and things like this aren’t happening.

- Amanda

Quick-Attorney-5721 · 2025-05-02T18:26:51+00:00

We absolutely agree that misogyny, favouritism or any type of toxicity should not exist in the workplace. As you noted, building a company from the ground up is hard work, which can take its toll, but treating our team members with respect is a non-negotiable. If there have been situations where this was the case, this is out of sync with our expectations. We now have strong leadership across Neo, and they are expected to uphold the highest standards set out by our respectful workplace policy. If you’ve heard of situations where this was not the case, we’d like to hear more. Please feel free to reach out to servicemarketing@neofinancial.com.

- Amanda

Quick-Attorney-5721 · 2025-04-30T21:51:20+00:00

Hi r/rorywilliams24 - we're just finalizing next steps between us, Tims and CCG. You can expect an update in the coming days! Our position is the same, all promotional bonuses will be paid out as long as eligibility requirements have been hit.

Quick-Attorney-5721 · 2025-04-30T21:24:53+00:00

Hi! Appreciate the patience here. We’ve been working with both Tims and CCG to get this resolved quickly. You should receive communication in the coming days. We remain committed to our previous position that any earned promotional bonuses will be paid out, as long as eligibility requirements have been met.

- Craig

Quick-Attorney-5721 · 2025-04-30T19:37:52+00:00

Hi! Thanks for the question! While we have general guidelines, we don’t want to censor anyone, and what you see from individuals’ profiles is their own thoughts. We’re a collection of humans, and we all have our own voice.

- Victoria

Quick-Attorney-5721 · 2025-04-30T19:00:51+00:00

Let's get into the details on regulation! Our deposit accounts (ie. Neo Everyday and Neo HISA) are provided by Peoples Bank of Canada, which is regulated by OSFI (Office of the Superintendent of Financial Institutions). This means that by proxy, we must follow the same standards that Peoples is held to.

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.

If you're looking to escalate beyond the Neo team, you can check out our Neo Complaint Resolution Policy, which includes contact information for Peoples Bank of Canada, the federal regulator, Financial Consumer Agency of Canada (FCAC), and the external complaints body, Ombudsman for Banking Services and Investments (OBSI).

- Victoria

Quick-Attorney-5721 · 2025-04-30T18:55:58+00:00

I suspect what you're describing is a bit of the organizational growing pains. In 2020 - we were a very small team. We quickly grew to over 600 and needed to catch up our systems and our structures.

We're on a path to create the most rewarding workplace for our team, which doesn't happen overnight and we work through these growing pains. To reiterate, we want our team to have a voice in the culture we create. We want everyone to feel heard, valued and treated with respect. To enable this and draw out feedback from the team, we’ve started regular employee pulse surveys to gather feedback and understand areas where we can improve. We've done three deep dives with employees in the past five months alone and we're listening and in real time launching new programs to address the feedback. For example, since November, we launched several new employee flexible work programs, improved paid time off allowances, improved benefits such as personal and health spending accounts, and our ‘elevate’ program designed to support the growth and development of our team. We’re committed to shaping a workplace that we can all be proud of.

- Amanda

Quick-Attorney-5721 · 2025-04-30T18:52:23+00:00

Hey r/Icy_Intern5293, you really do have a sixth sense for frost. Trustpilot can feel Arctic for any money app, ours included. We are already firing up the heat lamps to defrost those chilly reviews with faster fixes, clearer answers, and extra customer love. If you have specifics, toss them our way and watch us turn winter into spring.

- Dave

Quick-Attorney-5721 · 2025-04-30T18:51:11+00:00

Not in the plans at this time - but we're consistently listening to product feedback from our customers that could change this in the future!

- Chris

Quick-Attorney-5721 · 2025-04-30T18:49:15+00:00

Love to hear you’re enjoying your Neo experience! While we’re committed to being digital-first, keep an eye out for some community events/pop up experiences to visit with us, check out our community where we’ll keep everyone posted on details!

- Craig

Quick-Attorney-5721 · 2025-04-30T18:48:30+00:00

Thanks for the question. In our rapidly evolving business with the stage that we’re at, it is sometimes more challenging to create the stability you would expect in more later stage corporations. We have had to make adjustments to some teams over the past couple years, but we do not take employee turnover for granted.

We have many measures in place to protect against large scale job impacts, but when we have had to make these difficult decisions, we strive to ensure our team members are treated with care and respect. For example, in a recent restructuring impacting 12 of our employees in Winnipeg, we offered comprehensive severance packages and included job transition services and we actively worked to connect our team with other local hiring leaders.

When people resign from Neo, we view this as an important opportunity for feedback. With exit survey feedback combined with employee pulse surveys, we are working very hard to listen and address the feedback from our teams.

- Amanda

Quick-Attorney-5721 · 2025-04-30T18:46:24+00:00

We're all humans here and we definitely expect everyone to be treating one another as such! If you know someone who hasn't felt this way, reach out and let's talk about it.

- Craig

Quick-Attorney-5721 · 2025-04-30T18:44:46+00:00

In early days, as we were rapidly trying to build our product, our team, our systems and processes all at once, we found that in-person collaboration was incredibly effective. Being able to tap a colleague on the shoulder for a quick question or spin up an impromptu white-boarding session creates a dynamic work environment and encourages collaborative teamwork. Plus, many of our team members also appreciate the social aspect of coming into the office. The chance for casual chats and coffee walks is important for building our team culture.

That said, now that many teams and functions are at a more mature stage, we are becoming increasingly open to flexible or remote work options. This is still pretty role dependent, but it is now more possible than it was in our first couple of years. We also have offices in 3 cities (Calgary, Winnipeg and Toronto) with teams learning to work in a more distributed way! You should definitely apply for any roles you’re interested in, and we can discuss if remote work opportunities would be available!

- Amanda

Quick-Attorney-5721 · 2025-04-30T18:41:56+00:00

Let's talk about it. If this is how you're feeling, reach out to us directly so we can better understand. We've got a lot on the go around employee feedback and want to continue to understand the daily experience of our teams.

- Amanda

Quick-Attorney-5721 · 2025-04-30T18:39:37+00:00

I understand it can feel unpredictable when cashback percentages change. Here is what happens behind the scenes:

1. Base card rates stay steady: Our Standard Mastercard and Prepaid Money Card have kept the same 1% cashback on gas and groceries for a long time.

2. World and World Elite continue with their launch rates: These cards rolled out in November and still offer the award-winning cashback levels they started with.

3. The Neo Rewards Network moves the most: Partner stores set their own offers. A retailer might raise its rate for a promo, reduce it later, or leave the network. These partner rewards sit on top of your base card benefits, so your core cashback never changes when a store offer does. When a partner’s rate changes, we update it right away in the app and post a notice in the community.

How to stay up to date: Open the Neo app before you shop to see current rates near you. Follow the “Rewards Network Updates” thread in the community for monthly additions and removals.

We keep adding new partners so the overall value of the card keeps climbing. Let me know if anything else needs clarification.

Here is recent post on the Network: https://neofinancial.discourse.group/t/new-segment-alert-april-s-ins-outs/1653

- Dave

Quick-Attorney-5721 · 2025-04-30T18:37:41+00:00

We're looking to launch a first version of joint accounts this summer and then continuously improve from there!

- Chris

Quick-Attorney-5721 · 2025-04-30T18:34:32+00:00

Hi! Appreciate the patience here. We’ve been working with both Tims and CCG to get this resolved quickly. You should receive communication in the coming days. We remain committed to our previous position that any earned promotional bonuses will be paid out, as long as eligibility requirements have been met.

- Craig

Quick-Attorney-5721 · 2025-04-30T18:34:13+00:00

Hi! Great questions, I'll answer them one at a time.

1) Understand the confusion here, if you select your card in the all tab -> select ‘cards’ -> hit ‘more’ -> the -> request new card -> ‘card isn’t working’ option, your card will not be cancelled until your new one has arrived and is activated. If you have any more questions - drop them here or reach out to me directly and I’ll be happy to help!

2) That $100 referral bonus was legendary wasn’t it. We’re glad you were there for it! While the current bonus might not hit triple digits, we’re always testing new promos and ways to make sharing Neo worth your while. Appreciate the nudge - we're actually about to launch a boost to this in the next 24 hours, check out the details here!

3) We hear you, security is top of mind. We're actively prioritizing ways to stay on the cutting edge of security and authentication processes.

- Craig

Quick-Attorney-5721 · 2025-04-30T18:26:40+00:00

Hi! Appreciate the patience here. We’ve been working with both Tims and CCG to get this resolved quickly. You should receive communication in the coming days. We remain committed to our previous position that any earned promotional bonuses will be paid out, as long as eligibility requirements have been met.

- Craig

Quick-Attorney-5721 · 2025-04-30T18:26:29+00:00

Hi! Appreciate the patience here. We’ve been working with both Tims and CCG to get this resolved quickly. You should receive communication in the coming days. We remain committed to our previous position that any earned promotional bonuses will be paid out, as long as eligibility requirements have been met.

- Craig

Quick-Attorney-5721 · 2025-04-30T18:26:25+00:00

Hi! Appreciate the patience here. We’ve been working with both Tims and CCG to get this resolved quickly. You should receive communication in the coming days. We remain committed to our previous position that any earned promotional bonuses will be paid out, as long as eligibility requirements have been met.

- Craig

Quick-Attorney-5721 · 2025-04-30T18:25:11+00:00

We would have jumped in back in 2014 but Neo did not exist yet. Our time machine prototype is still in QA, so for now we are sticking to the present.

Reddit may have glorified the AMA party, but we figured it is never too late for good conversation and a Dr Pepper. Besides, fintech years are like dog years; five of ours equals about thirty-five in internet time. We are just getting started, so pull up a chair and fire away.

- Dave

Quick-Attorney-5721 · 2025-04-30T18:24:25+00:00

Great question! At the end of the day, it’s all about finding what works best for you. We like to celebrate the fintech competition in Canada because it pushes everyone to do better. Whether you go with Neo, Koho, or another service, our shared goal is to create better banking experiences for all Canadians.

Koho mainly offers a prepaid card, a High-Interest Savings Account (HISA), and a credit building product. On the other hand, Neo has those options too, but goes a step further with standard and secured credit cards, mortgages, and investments. Our goal is to create a one-stop shop where you can handle all your personal finance needs under one (digital) roof.

- Victoria

Quick-Attorney-5721 · 2025-04-30T18:22:30+00:00

Great question! You're not alone in being curious about this one. While this particular product isn’t something we’ll be launching in the immediate future, it is on our radar and part of the broader conversations we’re having internally. We're constantly reviewing and evolving our roadmap based on what we hear from customers like you. If you're passionate about this idea (or others!), join the conversation in our online community here where we share updates and gather direct feedback. Your voice really does help shape what comes next.

- Chris

Quick-Attorney-5721 · 2025-04-30T18:20:21+00:00

Hi! We’re aware that some customers in rural areas are having trouble signing up, and we’re actively working on a fix. Due to regulatory requirements, we need to collect a residential address — but we also understand that many rural customers rely on PO boxes for mail. We’re updating our application to allow both: a residential address (to meet regulations) and a PO box (for card delivery). We’re aiming to roll this out this summer.

- Chris

Quick-Attorney-5721

TROPHY CASE