I’m looking for help because my account access is currently frozen / temporarily disabled, and I have no working way to reach support through the app.
Neo emailed me saying that my Neo World Elite Mastercard account was temporarily suspended pending a review, and asked me to provide additional information about certain refund transactions by July 9. I replied to that email on the same day with the requested explanations and supporting information.
It has now been 4 days, but I have not received any reply, confirmation, or next steps.
I also tried calling support. I was speaking with an agent, but the call ended before the issue could be resolved, and I was not able to get a case number or a clear path forward. Because my account access is disabled, I cannot log in to the app, and that means I also cannot use in-app chat or online support.
This is becoming a serious problem for me. I have PAD / AutoPay arrangements and other credit-card-related services that depend on this Neo card/account. Since the account is frozen, those payments and services are now disrupted, and I need to know what I should do while the review is pending.
Okay this is probably not what you want to hear but quickly set-up another credit card with another company so that Neo can figure it out. Relying on only one card is never a great decision. Just a thought. This strategy will buy you time.
Hi @LogCat , thanks for reaching out and sharing the details.
We understand how concerning this can be, especially when you have PADs/AutoPay arrangements and other services connected to your Neo account that may be impacted while the review is ongoing. The team is most likely reviewing the information submitted as part of their investigation. I just wanted to check, did the email you received mention a timeline for when you should expect a response or an update?
Thanks for sharing the details. I’d kindly ask for your patience while the team reviews the documents you’ve submitted. These reviews can take a little time, as the team carefully assesses the information before providing an update. As soon as the review is complete, they’ll reach out with the next steps.
You have a much bigger issue then just your credit card then as these two elements (chequng account and your credit card) are not typically tied together.
This is one of the reasons I still use Koho as my main debiting, it’s not even that Neo is doing anything wrong (Neo has been better support then most walk in banks, and more supportive then Koho in some cases.) for me.
But putting your eggs all in one basket is a really bad financial idea in general.
Is there any ETA? especially credit card statement is supposed to be out today, and i would not even able to know the balance or even pay for it via the cheque account. (because both are dead together and its not supposed to be like this)
Would Neo even reimburse me for the missing payment or interest charges?
Any update on your side? I am having the same problem. I will have car payment coming out of my account in 2 days and I cannot log in or do anything to my account. Thanks
I’m really sorry you’re still waiting. I know this hasn’t been the smoothest experience, and I can understand how frustrating it’s been. At this point, we just need to wait for the review to be completed before we have any further updates to share. As soon as it’s finished, the team will send you an email with the outcome and let you know if there’s anything else needed from you.
Thanks again for hanging in there while this gets sorted out.