If there’s a problem with a transaction you made with your card, you can report an issue from the transaction details. Go to your transaction on the Neo app or website and select Report issue to start a dispute claim.
Types of transaction issues you can report
You can report transactions you made with your card if there were issues with the purchase or if someone else used your card.
Missing rewards
If you’re missing a cashback or other rewards from a purchase, go to the transaction details and select Report issue. Here’s a step-by-step guide to report missing rewards.
Unauthorized transactions
If you’ve noticed transactions you didn’t make, go to the transaction details and select Report issue. Here’s a step-by-step guide to report unauthorized transactions.
Problems with a transaction
If you have problems with a transaction you made (such as being charged incorrectly or didn’t receive the goods or services as promised), you can report the issue and our team will review your claim. Go to the transaction details and select Report issue.
Try reaching out to the merchant if you have a problem with a transaction you made. If the merchant doesn’t resolve the issue, then you’ll have more evidence to support your claim.
Dispute a transaction you made
To raise a dispute claim, select Yes when asked if you recognize the transaction. You can’t dispute transactions from Neo, including Perks (and Premium) and fees on your credit card.
Neo app
- Log in to the Neo app
- Tap Credit or Money and select the account that has the transaction
- Scroll down and select the transaction that you’d like to dispute
- Tap Report issue
- Follow the instructions to submit your dispute claim
Web
- Log in to member.neofinancial.com
- Click on the Credit or Money from the left-side menu and select the account
- Scroll down and select the transaction that you’d like to dispute
- Click on Report issue
- Follow the instructions to submit your dispute claim
Common types of transaction issues you can dispute
You can dispute three main types of issues with your transactions on the Neo app or website. Chat with us if you’ve any other transaction issues other than those mentioned below.
Goods or services not as promised
If you’ve received goods or services that don't meet the expectations, you can raise a dispute with us by selecting Goods or services not as promised under What’s wrong with the transaction?
Charged incorrectly
If you’ve been charged twice or incorrectly for the purchase, you can raise a dispute with us by selecting Charged incorrectly under What’s wrong with the transaction?
Missing refund
If you were promised a refund for a returned purchase, but you never received the refund, you can raise a dispute with us by selecting Missing refund under What’s wrong with the transaction?
Double or wrong amount charges
If you notice a double (duplicate) or wrong amount charged on your credit card or Neo Money card, contact the merchant for a resolution. Common reasons for such discrepancies include:
- Foreign currency conversion: A 3% fee applies when converting purchases to Canadian dollars
- Temporary hold: Merchants may pre-authorize an amount, which can appear to be a duplicate charge
- Technical error: Payment machines may process transactions multiple times due to glitches
Want to dispute a subscription payment?
If you want to dispute a subscription payment for Amazon, Apple, Google, Netflix, or other service providers, contact the provider directly to sort out a dispute. If you’ve tried to resolve the dispute with the provider and it hasn’t been settled, you can raise a dispute with us from the Neo app or website.
Block unwanted transactions from a merchant
Neo can’t block transactions from a specific merchant. If you don’t recognize a transaction, freeze your card and contact the merchant to resolve the issue. If a merchant doesn’t help, then report unauthorized transactions through the Neo app or website.