Stuck in an "escalation" loop for 3 weeks while Neo fails to protect me from a predatory merchant charge
Hey everyone, I’m posting here out of sheer frustration because I’ve been dealing with Neo support for three weeks now regarding a major dispute, and all I get is the classic "it has been escalated" line with absolutely no updates. I feel completely unprotected, and there is a ticking clock on my account.
On June 5, 2026, my husband and I signed a vacation club membership while traveling in Mexico and a down payment of $2,288.17 CAD was charged to my Neo card. Just three days later, on June 8, we sent a formal cancellation email. Under Mexican Federal Consumer Protection Law (PROFECO Article 56), consumers have an absolute, statutory 5-business-day cooling-off period to cancel these types of contracts for a full refund.
The merchant's cancellation handler explicitly acknowledged in writing that we canceled within the legal 5-day window. But instead of processing the refund, the merchant has completely ghosted us and stopped replying to emails. They are acting in total bad faith, using illegal contract clauses to pretend we "waived" our rights.
Because the merchant refused to cooperate, I opened a chargeback dispute with Neo three weeks ago (Ticket #21547461795304). Since then, I have provided full documentation of my timely cancellation. Yet, every single time I check in, front-line support just tells me it's "escalated" to a specialist and gives me no actual info.
To make matters worse, the merchant’s financing arm (VCM Capital) just emailed me stating they are going to automatically charge my card $415.96 USD on July 5, 2026 for this legally voided contract. When I panicked and contacted Neo support, they told me they cannot place a hard merchant block and cannot stop a pre-authorized recurring charge even if my card is frozen. They told me I have to resolve it with the merchant—the same merchant that has been ignoring me for three weeks. 🥲
I have already permanently replaced my card number to try and break the billing link, but I am incredibly stressed. I just don't know what to do anymore.. 🙁