Hi, new to NEO after I needed a quick place to store money since my prior bank had some issues. It would be going nice but I’ve been notified via email that my account has been frozen due to 2 e-transfers which were found to be suspicious.
I’ve answered the email roughly 4 hours ago and haven’t heard anything yet. This is extremely stressful as I have to pay for rent in a couple of days and this is the worst time for this to happen. Has this happened to anyone else? If so, how long dod the review / account freeze last?
Update, it’s the next day and still no update or any communication.
All of the money I have is in this account and currently have a lot of things I need to get.
When I called I was told to answer the email and to wait for a response.
Currently VERY Stressed.
Hi @Lukas_Kos, Welcome to our community!
I completely understand how frustrating this must be, especially when you’re waiting for access and answers. Account restrictions can happen for a few reasons, such as a security or identity verification issue, or if an account has been flagged for review due to unusual activity or concerns around account security. At this point, the team is still reviewing your account, and we’ll need to wait for the outcome of that review. Once complete, they’ll send you an email with the results and any next steps, if applicable.
I know waiting isn’t easy, but there isn’t anything further Support or the Community team can do while the review is in progress. Thanks for your patience.
I see, thank you for the response.
Any idea how long reviews like this usually take?
Anyone I could DM to help get this resolved a little faster? I don’t really have potentially 2 weeks to wait for this to resolve.
There are lots of reasons we do account reviews. Sometimes it’s because we suspect the account has been compromised. Sometimes it’s because the account holder was using the account for something sketchy. It’s never a non-serious thing, so please be patient while they work and provide information quickly if they request it.
I understand, thank you.