Hello,
My first time using the forum. My account was temporary disabled on july 13, 2026. I called support twice, took about 35 minutes to get through. On the phone for over 45 minutes, submitted my ID. I was told i will be contacted in a couple hours. Almost 24 hours no words. Very frustrated. Been using neo for many years. Any idea how long it is going to take? I have seen a few posts with similar situations. Does it happen very often with Neo? Thanks.
Hey there @Frustrated0713 , I am sorry this is happening. What did the support team say when you contacted them?
The agent doesnt know what is going on. She sent me a link to update my info. I submitted my ID . I was told I will be contacted in a couple hours. But I was not and My account is still Temporary disabled. I just need an answer and get my money out. I have already open a new bank account and moved my PAD so hopefully, it will be ok for that end. Very frustrating. I tried calling this morning but I dont have time to hold for 30 minutes. Please let me know . Thanks
Funny thing is I just told others that Neo is good and recommended Neo. Fooled ME
@Frustrated0713 I know this situation can be really stressful, especially when you need access to your account. Account restrictions can happen for a few different reasons, such as a security or identity verification issue, or if an account has been flagged for review to help protect against unusual activity. Once the review is complete, the team will reach out to you by email with the outcome and let you know if any further action is needed on your end. We appreciate your patience while the review is underway.
But how long? hopefully, it doesnt take weeks or months. It could have been really bad if I put all my money in neo. Thanks
Hello, Could you by any chance to tell support to look at it? I wonder if they even look at it or do anything about it. Thanks
It shouldn’t take too long, I’d just suggest we wait for an email from the team.
I am supposed to have a new statement out and I have no way of paying it with my account frozen . Support hasnt got back to Me. Nothing , no news, almost 48 hours.
I am calling them right now, and have been on hold for over 15 minutes. I don’t have time to spend 1 hour daily to call support. Why is it taking so long for support to answer? Any time of the day , long wait. Always 30 minutes or more
I’m having the same issue here, received 2 e-transfers from friends paying me back and my account got frozen.
I’ve called and replied to emails I’ve received and I’ve heard nothing back.
Just got paid today too and all my money is in the account so I really need this account unfrozen.
Horrible experience.
Sorry to hear that, have you contacted them again today? I hope the issue has since been resolved.
Hopefully this issue has been resolved for you, I know it can be frustrating to not have access to your money for something out of your control.
Haven’t heard anything back. No email, sms, Phone call. I don’t have time to hold 35 minutes for a call. I have sent email to support@neofinancial.com again. Last I checked, account still frozen even after I submitted everything. Frustrating is the nicest word I can use.
Account reviews can happen for a number of reasons, including protecting an account if there are security concerns or reviewing activity that requires a closer look. These reviews are an important part of keeping accounts secure, so they can’t be rushed. If the team requests any additional information, providing it as soon as you can will help with the review.
All Sent In.
Agent : We will contact you in a few hours.
ME : a few hours, a few days, a few weeks, or months
Agent : a few hours.
Me: Sure