Sharing to hopefully help this from happening to others:
On November 3, 2025, I received multiple calls from the number that is Neo Financial’s actual support number. The caller identified themselves as Neo fraud support and advised me there had been a suspicious charge on my account (a $36 charge from Whitepages in Seattle). They demonstrated knowledge of my account activity and told me my card had been compromised. I was told the card would be locked and a replacement would be issued.
Everything about the call felt legitimate.
During the call, I was instructed to authenticate a transaction via text as part of a fraud prevention process. Trusting that I was speaking with Neo, I approved it. That transaction was $1,332.41.
During the call, my card was in fact locked (which I could see in the app) and I did receive a replacement card in the mail. This reinforced my belief that the interaction was genuine. It was only later when I asked for the charge to be removed that I was told this had been a scam.
I provided Neo with supporting documentation, including call logs showing incoming calls from their official number and screenshots of authentication text messages coming from the same type of sender Neo has used for legitimate communications with me in the past.
I reported the fraud and disputed the transaction. My dispute was denied. I escalated it through every level of Neo’s complaint process and received the same outcome each time.
Their final position was that because a one-time passcode (OTP) was shared, the transaction is considered fully authorized. They also stated that a password and OTP were shared, which allowed the fraudster to access my account, change the email address, and complete the transaction using 3D Secure authentication.
However, I have no record or evidence of my email account being compromised, and no supporting documentation has been provided to substantiate that an account takeover occurred or that my credentials were accessed or changed in the manner described.
Despite this, Neo has declined reimbursement and placed full responsibility on me as the account holder.
As a result, I have to pay the fraudulent charge AND all the incurred interest charges while I've been disputing it on a transaction that I did not knowingly authorize and received no benefit from.
I’m sharing this because this was not a typical scam. The caller used Neo’s real phone number, had real-time knowledge of my account activity, and followed what appeared to be a legitimate fraud process. Even receiving a replacement card afterward made the situation seem genuine.
If you ever receive a call like this, even if it appears to come from your bank, do not approve or authenticate anything.
An expensive lesson on my part - and I will never use Neo again.
**Long story short:** A scammer impersonated Neo using their real number and real account details, convinced me to authenticate a transaction as part of fraud prevention, and Neo has refused to reimburse me.