Neo disabled and froze my accounts, yet still sent me a world mastercard and transferred my balance to it, which I cannot pay or view because my account is frozen. This is the most ridiculous “bank” I’ve ever seen. I tried sending payments other ways and they were returned to my other bank account! So make it impossible to pay my credit card, ruin my credit rating and don’t supply any way to reach any support that can actually help me. Is a lawyer my next step?
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Hi @crohe423. Thanks for reaching out and welcome to the Neo community.
We definitely don’t want our customers feeling this way, and we’d love to look into this further for you! Sending you a DM now.
Sending me a DM where? How? Can you just phone me at (xxx) xxx-xxxx? After sitting on hold for an hour, the girl asked a bunch of security questions that I can’t know without being able to access my account, so she refused to help me.
Please tell me where this “DM” is supposedly going to as I cannot find it anywhere.
Heather Cross
Hi @crohe423. I replied to your DM just now. If you click on the top right of your screen on your profile picture, you should be able to see an envelope symbol. If you click on it, it will bring you to your private messages.
I’ve also gone ahead and removed any personal info from this public chat just to keep things secure.
Hi @crohe423. I flagged your concern to the team, and I see they’ve already reached out to you, great to see that!
It looks like they’ve shared the next steps for accessing your account info.
If you need anything else or have questions along the way, our Customer Experience team is here for you.
Don’t hesitate to reach out - we’re happy to help.
Hello Alex what is bata testing exactly??
what is beTa testing exactly?? And what is DM ??
Hi @Mail_c_Peloao! Thanks for reaching out and welcome to the Neo community!
Beta testing is when a nearly finished feature or product is released to a limited group. The goal is to identify bugs, gather feedback, and evaluate performance.
We are currently looking for users interested in beta testing for our upcoming feature: Authorized users. If you are interested in beta testing for this feature, you can message me directly and we’ll add you to the list.
Please note: We have more beta testing opportunities coming in the summer - so if you are not selected this time, no worries! There will be more chances to participate.
DM means “direct message”. These messages are between the sender and the receiver and are not public.
If you have other questions, please feel free to reach out to me through DM or by creating a post - Happy to help!
They reached out to me yes. They did not give me a solution. They refuse to allow me access to this new credit card account. They refuse to send me the statements. They said I will get an email notification when a statement is ready, but what good is that when I cannot login to see it?!? They said I will just have to keep track of what I owe. How can I keep track when I can’t see how much they are charging for interest each month? The only way I can find out my balance is to call the phone number. Yesterday I waited on hold for an hour before someone answered. Then they asked me questions that I couldn’t answer without having my latest statement or access to my account, said I didn’t pass the security screen, and wouldn’t give me any information.
This “bank” was great at first, now it is just a fraud. I recomended to a friend to put his life savings in Neo because of the interest rates and the offered “reward”. I didn’t get the “reward”, not a penny. I have made sure he has now removed his funds from this bank.
I do not understand why Neo is so determined to give me a hard time - I have never missed a payment, or even been late with one. Is this how you reward good customers? You should be ashamed.
Heather Cross
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I’m interested in beta testing. What happens next ???
Hi @crohe423 We know you’ve made several attempts to resolve this, and we’re sorry we haven’t been able to provide the outcome you were hoping for.
In some cases, we are required to place permanent restrictions on an account due to regulatory requirements. These situations are rare, but when they happen, we must follow guidelines that limit what we can share or do. We understand how frustrating that can be.
You can still call in to confirm your remaining balance, and we can see that you are already making payments toward it.
We recognize this isn’t the resolution you wanted, and we truly regret how it’s impacted your trust in us. While we can’t change the status of the account, our team is available to provide any remaining support within those limits.
I am going through the same thing right now, nobody is willing to help me. I’ve called several times asking for help as my phone was stolen so I don’t have the original device or access to my phone number. I’ve asked to speak to a supervisor to get help since the only verification they deem enough is very specific transaction details such as how much money is in rewards account or how they’ve categorized my spending, which isn’t possible to answer without access to my account why is what I was calling about in the first place. And they refuse to transfer me without that verification, which I can’t provide without access to my account. They’re only resolution is “hang up and try your luck with another customer service rep” it’s so absurd. I will be filing a complaint with the BBB at this point to just be able to cut ties.
Hi @Ebony. Welcome to the community and thanks for sharing your experience with us.
This is not the kind of experience we want our customers to go through and we’d love to look into this further for you.
Sending you a DM to look into this further.
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Hi @Ebony, appreciate the patience here and glad we were able to resolve this! We’re here if you need anything else.
I cannot get anyone to answer the phone! Need to update my cellphone number to activate my card.
Hey! Idk if this will help, but if you’re just trying to activate your physical card you can do it through the website: Activate physical card
You str right about ldk
Hi @RayMS. Welcome to the community and thanks for reaching out.
Our customer experience team is available 7 days a week from 7am to 8pm MST.
You can activate your card without logging in by visiting: Activate physical card. It will ask you to enter your card details and your PIN. Thanks @JustBrendo for jumping in and sharing the link!
To update the phone number on your Neo account, our team will need to verify your identity over the phone first - they’ll then guide you through the steps to make the change.
I recommend giving our support line a call at 1-855-636-2265.
If you have further questions, please let us know! We’re here to help!
Hi I just opened an account a few days ago and am awaiting funds. I tried to login and it said that the account is frozen temporarily. There is no phone number to call. Kathrnene
Hi @K_Denbrok. Thanks for reaching out and welcome to the community.
Happy to look into this for you.
Sending you a private message in DM to get some more info!