Complaints

At Neobanc, providing excellent service is our priority. If we don't meet your expectations, we encourage you to let us know so we can address the issue and improve our services. Depending on where you reside, your services are provided by Neobanc Inc. (Canada) or Neo Technologies Inc. (United States); the complaint process below applies to both. Here's how we handle complaints:

• Simple Submission: Share your complaint via our online chatbot at https://www.neobanc.com, or email us at team@neobanc.com.
• Transparent Process: We aim to resolve complaints promptly, fairly, and transparently.
• Timely Updates: We'll keep you informed throughout the process to ensure you are satisfied with how we handle your concerns.

Resolving Your Complaint

Once we receive your complaint, we will:

1. Acknowledge It Quickly: You'll hear from us within 2 business days confirming we've received your complaint.
2. Investigate Thoroughly: Our support team will review and investigate your concern within 5 business days. If necessary, we'll escalate it to the relevant department.
3. Request Additional Details: If we need more information to resolve your complaint, we'll contact you promptly.
4. Provide a Resolution Timeline: We aim to resolve complaints within 10 business days. If it takes longer, we will update you on the progress and provide an estimated resolution date.
5. Issue a Final Response: If we haven't resolved your complaint within 15 business days, we will write to you explaining why, along with a new timeline for resolution.

For United States Customers

Services for United States customers are provided by Neo Technologies Inc. If you are a United States customer and feel your issue has not been adequately addressed through the process above, you may escalate the matter:

Consumer Financial Protection Bureau (CFPB)

• Web: https://www.consumerfinance.gov/complaint/
• Telephone: 1-855-411-2372 (TTY/TDD: 1-855-729-2372)
• Mail: Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038

Your State Attorney General or State Consumer Protection Agency

You may also contact the office of the attorney general or the consumer-protection or financial-services regulator of the state in which you reside.

Card Payment Disputes

If your complaint concerns a charge made with a credit or debit card, you may also have dispute (chargeback) rights through your card issuer under applicable card-network rules and, for credit cards, under the Fair Credit Billing Act. Contact your card issuer directly to exercise those rights.

For Canadian Merchants

If you are a Canadian merchant and believe our conduct violates the Code of Conduct for the Payment Card Industry, you may report the matter through the following channels:

• Via our chatbot widget: https://www.neobanc.com
• Email: team@neobanc.com

If you feel your issue has not been adequately addressed, you may escalate the issue to:

Visa Canada

• Visa Code of Conduct complaint-handling procedure
• Email: askvisacanada@visa.com
• Fax: 416-860-8873
• Web: Visa Canada Code of Conduct | Visa

Mastercard Canada

• Email: code_inquiries@mastercard.com
• Telephone: 1-416-365-6655
• Web: Code of Conduct | Credit and Debit Industry in Canada (Mastercard)
• Mail: 600-121 Bloor St. E, Toronto, ON M4W 3M5 (Attn. Code of Conduct Compliance)

Interac

• Email: compliance.regulations@interac.ca
• Telephone: 1-855-789-2979 or 416-362-8550
• Web: Report a problem with a service provider - Business - Interac

Financial Consumer Agency of Canada (FCAC)

• Email: info@fcac-acfc.gc.ca
• Telephone: 1-866-461-3222
• Mail: 6th Floor, Enterprise Building, 427 Laurier Ave. West, Ottawa, ON K1R 1B9

Please visit the Financial Consumer Agency of Canada's website for more information on merchant rights under the Code of Conduct for the payment card industry in Canada.

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