Neo Financial provides customer service through in-app live chat and email support only. There is no phone number. This positions Neo alongside KOHO and Wealthsimple Cash as the app-first fintechs where all service interactions are digital.
For card emergencies — lost card, suspected fraud — the Neo app’s card freeze is your immediate first action. Support via chat follows during business hours.
Neo Financial Contact Options
| Channel | Contact | Availability |
|---|---|---|
| In-app live chat | Neo app → Help / Support | Business hours (Mon–Fri, approx.) |
| Support portal | neofinancial.com/support | 24/7 submission; replies during business hours |
| Phone | Not available | — |
| Social media | @NeoFinancial | Not for account-specific issues |
Verify current hours in the Neo app — they are subject to change.
Neo vs Traditional Banks: Customer Service Comparison
| Institution | Phone | 24/7 Phone | In-App Chat | Branches |
|---|---|---|---|---|
| RBC, TD, CIBC, Scotiabank, BMO | ✓ | ✓ | ✓ | ✓ |
| Tangerine | ✓ | ✗ | ✓ | 1 |
| EQ Bank | ✓ | ✗ | ✓ | ✗ |
| Simplii Financial | ✓ | ✗ | ✓ | ✗ |
| Neo Financial | ✗ | ✗ | ✓ | ✗ |
| KOHO | ✗ | ✗ | ✓ | ✗ |
| Wealthsimple Cash | ✗ | ✗ | ✓ | ✗ |
For Canadians who occasionally need to resolve a complex issue by phone — disputing a transaction, resolving an account hold, or requesting a credit limit review on a secured card — Neo’s support model requires patience with async chat. Phone-accessible alternatives include EQ Bank, Simplii, and Tangerine.
Self-Service Actions in the Neo App
Most account management with Neo is self-serve:
| Task | Self-Serve |
|---|---|
| Card freeze / lock | ✓ |
| View balance and transactions | ✓ |
| Send Interac e-Transfer | ✓ |
| Upgrade or downgrade plan | ✓ |
| View direct deposit details | ✓ |
| Enable virtual card for online purchases | ✓ |
| Apply for Neo credit card or secured card | ✓ |
| Enable / disable Credit Building (secured card) | ✓ |
| Dispute a transaction | Via support chat |
| Report lost or stolen card | Via support chat (after app freeze) |
| Close account | Via support chat |
Lost or Stolen Neo Card: Step-by-Step
- Freeze the card immediately — Neo app → Card Settings → Freeze Card. All new transactions are blocked.
- Review recent transactions — note any charges you do not recognise: merchant name, amount, date.
- Contact Neo support via in-app chat during business hours. Report the card lost/stolen and request a replacement.
- Dispute unauthorised transactions — list each one in your support message. Neo initiates Mastercard dispute procedures.
- Replacement card — mailed within approximately 7–10 business days. Your virtual card in the Neo app remains available for online purchases in the meantime.
Complaint Escalation
| Step | Contact | When to Use |
|---|---|---|
| 1 | Neo in-app chat or support portal | First contact for any issue |
| 2 | Neo formal complaint process — neofinancial.com/support | If initial response is unsatisfactory |
| 3 | Financial Consumer Agency of Canada (FCAC) — fcac-acfc.gc.ca | External escalation; Neo is a fintech, not a chartered bank |
Why FCAC and not OBSI? OBSI (Ombudsman for Banking Services and Investments) handles complaints against chartered banks and investment dealers. Neo Financial is a fintech company — not a chartered bank — so OBSI does not have jurisdiction over Neo directly. FCAC accepts complaints about federally regulated financial service providers including fintech companies and money services businesses. For credit card disputes involving Concentra Bank’s infrastructure, Concentra Bank’s own complaint process is an additional option.