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Report a transaction issue

  • Updated

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 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. Select Add another transaction to add up to 10 transactions to your dispute claim.

Neo app

  1. Log in to the Neo app
  2. Tap Credit or Money and select the account that has the transaction
  3. Scroll down and select the transaction that you’d like to dispute
  4. Tap Report issue and select Add another transaction, if you want to add more than one transaction in your dispute claim
  5. Just follow the on-screen instructions to submit your dispute claim to us

Web

  1. Log in to member.neofinancial.com
  2. Click on the Credit or Money from the left-side menu and select the account
  3. Scroll down and select the transaction that you’d like to dispute
  4. Click on Report issue and select Add another transaction, if you want to add more than one transaction in your dispute claim
  5. Just follow the on-screen instructions to submit your dispute claim to us

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 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?

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