Sadly this seems to be a common issue. I opened an account, transferred funds and they are on hold for an ‘indefinite’ time period. I was emailed some questions which I answered right away, and was told to wait 5 business days.
I understand they have a responsibility to confirm where the money is coming from, but other institutions ask the questions before taking the money and putting it on hold. Especially since they say 5 business days and now are saying it will take longer and they don’t know how long.
Since I can’t login to my account, I would like to know if there is an email address I can file a complaint with, this poor customer service and fiscal irresponsibility needs to be documented.
Hey @farees Welcome to the community! I’m honestly so sorry this has been your first experience with Neo, that sounds incredibly frustrating. It’s one thing to wait a few days for verification, but having your money on hold for an “indefinite” period while you’re locked out of your account is a lot to deal with.
I’d love to see if I can help get some eyes on this for you. Do you happen to have a support ticket number from your emails with the team? If you can share that, I’ll dig into it on my end and see what I can find out. If you’re looking to file a formal complaint, the best place to find that specific email address is usually in the Legal or Help section of the website. But please do send over that ticket number, I’d really like to help get this back on track for you.