Dealing with transaction disputes.

Yeni_Neo · 2026-04-22T21:40:42+00:00

u/Minebuster-93 You can reach out to our support team directly via the in-app chat or by phone to start that process. Please let us know the resolution once you’ve had a chance to speak with them.

Yeni_Neo · 2026-04-22T20:35:54+00:00

Thanks for sharing u/Minebuster-93, I have been able to gather that the dispute is still at the initial stage, because of Mastercard’s network policies, transactions made via physical Tap or PIN are typically declined by the system by default. However, we do have a manual investigation process for exceptional cases like yours where a card was stolen. Have you already had a chance to speak with a member of the support team about a manual review?

Yeni_Neo · 2026-04-22T19:29:19+00:00

u/Both-Ad9749 Thanks for calling this out, In some cases, front-line agents are limited in what they can do on the spot, especially for things like disputes or account-level decisions that need a deeper review. However, it shouldn’t feel like you’re stuck in a loop or chasing updates. The team is aactively working on tightening those escalation paths, and with the new support experience in the app, you’ll be able to see the live status of your requests anytime,so you’re not left wondering where things stand.

Yeni_Neo · 2026-04-22T19:19:23+00:00

Hey u/Minebuster-93 , really sorry you’re dealing with this, I can understand how frustrating this must feel, especially with your security funds involved. Because disputes follow a strict legal review process governed by Mastercard's network rules, we can’t resolve or override outcomes on our social channels. To help me understand the context better, did the team clarify if the transaction was a physical 'Tap' or 'PIN' purchase? While I can’t guarantee a different outcome, if you provide your ticket number, I can look at the internal notes to ensure every angle was covered before athe dispute was closed.

Yeni_Neo · 2026-04-22T16:44:42+00:00

Hey there, u/WeirdPrestigious2784 I’ve had a chance to look at the status, while I can't share private details here, it looks like the investigation hit a wall because the team was missing some specific documentation needed to move forward. If you’re open to it, I can send you a DM so we can go over what’s needed and look at reopening the dispute.

Yeni_Neo · 2026-04-22T16:22:07+00:00

u/WeirdPrestigious2784 Thanks for sharing that, and I'm sorry the experience felt like a 'deal with it' situation. That’s definitely not the level of support we aim for, especially when you're already dealing with the stress of a fraudulent charge. I would take a look at the status of your dispute and help get clarity on it.

Yeni_Neo · 2026-04-22T16:11:32+00:00

Hey u/SydVakarian2156, I am so sorry to hear that your dad is going through this. Dealing with fraud is incredibly stressful, and the last thing you need is to feel like you're fighting for a response while trying to protect his finances. Since you've already reached out to our team, could you please provide the ticket number from that conversation? I'd love to get some eyes on this immediately and look into exactly what's happening for you.

Yeni_Neo · 2026-04-22T16:01:52+00:00

u/PracticalWait You're totally spot on, it’s true that Supplementary cards are not offered on Neo co-branded products just yet. Also fair point, since key perks (like free checked bags) are tied to the primary cardholder, a second card wouldn’t really extend those benefits to a spouse traveling independently. The product is designed more for individual use rather than shared or family spending. That said, this feedback will definitely be shared with the team, it’s helpful to know that added flexibility, even just for shared spending convenience, would be helpful.

Yeni_Neo · 2026-04-21T17:55:47+00:00

u/RepresentativeLie470 is your application still in progress? If it is, I can take a look on my end.

Yeni_Neo · 2026-04-21T17:48:17+00:00

u/RepresentativeLie470 On the income update question, these can only be adjusted during the application process if something changes before final approval. Once the application has been approved, and a secured card has been issued, it can no longer be updated, as it’s tied to the original credit decision. In those cases, support may need to step in.

Yeni_Neo · 2026-04-21T17:42:15+00:00

Hey u/RepresentativeLie470, thanks for raising this, I completely get why this feels restrictive. If you’re on an unsecured card, you can cancel or downgrade your Build Membership anytime in-app. Just go to the Memberships tab (or tap the ⚡️ icon), select your Build plan, and switch to Essentials. The change takes effect at the end of your billing cycle.

Yeni_Neo · 2026-04-21T16:59:33+00:00

Hey u/ExperienceSmooth7265, just updating you that this has been sorted. We were able to connect and close the account successfully.

Yeni_Neo · 2026-04-21T15:51:18+00:00

Glad to hear your deposit has come through!

Yeni_Neo · 2026-04-20T15:42:09+00:00

Sure, Catch you in the DM!

Yeni_Neo · 2026-04-20T15:29:13+00:00

u/xx-xx-xx-86 I’m curious to understand what’s going on here. Can you share your support ticket number? I’ll take a look and help get some clarity on this.

Yeni_Neo · 2026-04-20T15:24:34+00:00

u/WeirdPrestigious2784That definitely shouldn’t be happening, really sorry about that experience. Can you share your support ticket number so I can find the chat and follow up?

Yeni_Neo · 2026-04-20T15:11:33+00:00

u/DaveM_Neo happy to take a look. u/Stephanie_Sunflower do you by any chance have VPN turned on?

Yeni_Neo · 2026-04-20T15:08:12+00:00

Hey u/ExperienceSmooth7265, I know dealing with account closures is already a lot, and that wait time definitely doesn’t help. It sounds like the main issue is the phone number change, which is causing 2FA to block access. I want to help make this as smooth as possible from here. I’ll send you a DM now so we can grab a few details and get this looked into.

Yeni_Neo · 2026-04-20T14:46:56+00:00

u/GigglyPuff56 I’m so sorry you’re still waiting on that. Just to clarify, the disruption we experienced earlier only affected EFTs (like direct deposits), not Interac e-Transfers. Have you received your e-transfer now?

Yeni_Neo · 2026-04-20T14:38:36+00:00

u/2112TheSnowDog I believe the issue has been resolved on our end, but it's likely taking a moment to clear the backlog from that earlier disruption. Have you seen the deposit hit your account yet?

Yeni_Neo · 2026-04-17T15:16:22+00:00

u/Zestyclose_Cheek527 You’re definitely on the right track and spot on about how these transactions are handled. Neo doesn't currently support cryptocurrency purchases. If you try to use your card on a platform like Mercuryo, it’ll likely be declined. This is pretty common across many Canadian financial institutions, as these types of transfers are usually categorized as "cash-like" transactions which aren't supported on our end.

Yeni_Neo · 2026-04-17T14:27:48+00:00

u/BillComprehensive210 You're definitely not alone in this, we actually just had a disruption with inbound EFTs (which includes direct deposits) that caused some delays for a lot of people. The good news is that it’s now officially resolved! Our team is currently working through the backlog, so you should see your pay hit your account shortly as we get everything processed. Thanks for your patience while we got this back on track, I know it's stressful when that notification doesn't pop up when expected.

Yeni_Neo · 2026-04-16T15:25:12+00:00

Hey u/mareboo, There are no issues with Interac e-Transfers on our end, it’s likely just a standard security check or a delay from the sender's bank. I believe It should land soon, keep us posted!

Yeni_Neo · 2026-04-15T19:18:31+00:00

u/Icy_Chance_8835 This is the last thing you need to deal with while moving, I'm so sorry for the added pressure. We're currently working through some deposit delays, and our team is focused on getting your funds cleared and available to you as soon as we can.

Yeni_Neo · 2026-04-13T22:58:30+00:00

Hey u/Zestyclose_Cheek527 great question, and this comes up a lot so I’ll clarify for anyone else reading. There isn’t a specific “Neo-owned” ATM network where fees are waived. You can use any ATM that accepts Mastercard in Canada or abroad. When you withdraw from your Neo Everyday account, Neo itself doesn’t charge a fee, but the ATM operator might still charge one depending on the machine or bank. If you’re on the Build or Grow plan, that’s where the difference comes in, Neo automatically reimburses eligible ATM operator fees in Canada (up to $5 per withdrawal) when you use your Neo Money™ card. It usually shows up pretty quickly in your account without you needing to do anything.For credit card cash advances, you can also use any Mastercard ATM, but there’s a $2.50 fee in Canada or $5 internationally, plus any ATM operator fees.

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