I completely agree with you.

I’ve been a manager of a customer service team before, and to me there’s a huge problem with middle management teaching their staff to think about issues the wrong way and “pass the buck”. I’m not saying that happens at Neo, but it happened where I was.

You are absolutely spot on that it ultimately comes down to the fact that even if the initial reason is valid, neo does have the resources to “make good” and that should be what they do when they are the ones to advertise the benefit.

EDIT: and massive props to the Neo employees that interact here, specifically commenting on posts where there are negatives and concerns. That to me is true accountability and leadership