How We Deal With Complaints

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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. 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.

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Resolving Your Complaint

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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.

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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:

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Canada Visa

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

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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)

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

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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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