Account has been frozen for over a week awaiting a new card and I just want to send the e-transfer that was sent to me back to my friend because it's needed for medical emergency and it's been more than 5 days my online has been frozen

📌 Support
1

I want to know how I can access my online account so I can resend the e-transfer that was auto deposited in my account over a week ago that I can’t access until I get my new card because it doesn’t belong to me it belongs to my friend and she needs it for medical emergency

2

Hi @Kthomson1992. Thanks for reaching out and welcome to the community.

We’d love to help look into this for you. Sending you a private message in DM to grab some more info!

4

Hey @Kthomson1992. Thanks for providing some screenshots.

I’ve went ahead and removed them as they contained personal info, just to keep things private and secure.

I’ll be in contact with you through DM.

5

Hi @Kthomson1992. Just wanted to clarify a few things:

  • You don’t need a physical card to send an e-transfer. You can send e-transfers with a Neo Everyday account.

For security reasons, I suggest you and your roommate both contact our customer experience team at 1-855-636-2265 as the team would need to authenticate the account holder to share account information. The team would be more than happy to help you out.

6

I’m not sure I’d there’s a misunderstanding between you and I , but it’s not about sending a e transfer. It’s about her act being under inspection by your security team (my roommate said ) because previously a 90 and a 20 dollar e transfer were sent by someone who immediately called his bank claiming it was fraudulent somehow and the funds were taken out I’d her account and returned to the individual (which I thought was not possible because once auto deposited or deposited it was done) . But the thing that your security whatever staff keep telling her is that she has to wait for her new card with her new card number to show up for her to sign into her online banking again so she can send the transfer back to me

7

And with her account being locked apparently she has no access until she gets the new card?? Because you guys locked it due to security issues and you were worried about it being compromised so you were trying to protect her is what she was told

8

Hi @Kthomson1992. Thanks for clarifying.

If the account is locked, the best next step is to contact our Customer Experience team at 1-855-636-2265. For security reasons, they’ll need to verify the account holder’s identity before sharing any account information. Once that’s done, they’ll be happy to assist and provide the answers you need.

9

Hello Alex-neo, can you help me with my account? its been disabled for so long

2 Likes
11

Hey! I’m so sorry we missed this. Alex just left, he’s going back to university to become a French teacher. I’m sure there’s something we can do to help. Chris is reaching out now.

Apologies for the delay!

12

Thanks for flagging this, Patrick. I’ve looked through the history of your account and this specific issue. There was an important email sent in February 2024, would you be able to confirm you read that?

It’s a specific issue that’s unlikely to affect anyone else, so I’m going to move our conversation to DMs and keep it private. Cheers!

1 Like
14

Hey alex my account just got frozen and locked for no reason i need access to my Money since i moved all my money and deposits to neo. I can’t even get to any support agents rigjt now

1 Like
15

Yatin, I’m sorry to hear that! Alex recently left our team (for great reasons, he’s going back to school to become a teacher) and I’m not always the fastest on the weekends.

When I look at your account, it looks unfrozen. Is everything all good now?