# Escalation request: no response for 12 days on my Tims-to-Neo migration issue **URL:** \ **Category:** Community Support\ **Created:** [October 20, 2026, 8:42pm UTC](https://neofinancial.discourse.group/t/escalation-request-no-response-for-12-days-on-my-tims-to-neo-migration-issue/7379 "2026-10-20T20:42:02Z")\ **Posts on this page:** 5\ **Page:** 1
**Author:** ![Y\_Peng](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/y_peng/32/2864_2.png) [@Y\_Peng](https://neofinancial.discourse.group/u/Y_Peng)\ **Post date:** [October 20, 2026, 8:42pm UTC](https://neofinancial.discourse.group/t/escalation-request-no-response-for-12-days-on-my-tims-to-neo-migration-issue/7379/1 "2026-10-20T20:42:02Z")
Hi Neo team, I’m posting again because my original thread has gone unanswered: [Tried multiple times to move my Tims Mastercard to Neo before Oct 1, but the process failed — need help](https://neofinancial.discourse.group/t/tried-multiple-times-to-move-my-tims-mastercard-to-neo-before-oct-1-but-the-process-failed-need-help/7190) **Summary of the issue** Before October 1, I tried several times to move my Tims Mastercard to Neo using the email link. I used the email and phone number linked to my Tims account, but I couldn’t log in after registering, and the confirmation email never arrived. I also called support and couldn’t reach anyone. **Timeline since posting here** - Oct 8: A Neo representative contacted me by private message and asked for my account details. I sent them the same day. She replied that she would investigate and get back to me by the next day. Oct 13, 15 and 18: I followed up three times in that private conversation. No response. **What I’m asking for** 1. Please escalate this to a supervisor or the team handling Tims migrations. 2. If there is a formal complaint process, please tell me how to file one. I’d appreciate a reply here or by private message. Thank you, Eva ---
**Author:** ![Yeni-Neo](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/yeni-neo/32/2246_2.png) [@Yeni-Neo](https://neofinancial.discourse.group/u/Yeni-Neo)\ **Post date:** [October 20, 2026, 9:00pm UTC](https://neofinancial.discourse.group/t/escalation-request-no-response-for-12-days-on-my-tims-to-neo-migration-issue/7379/2 "2026-10-20T21:00:28Z")
> [@Y\_Peng](#): > > Hi Neo team, > > I’m posting again because my original thread has gone unanswered: [Tried multiple times to move my Tims Mastercard to Neo before Oct 1, but the process failed — need help](https://neofinancial.discourse.group/t/tried-multiple-times-to-move-my-tims-mastercard-to-neo-before-oct-1-but-the-process-failed-need-help/7190) > > **Summary of the issue** > Before October 1, I tried several times to move my Tims Mastercard to Neo using the email link. I used the email and phone number linked to my Tims account, but I couldn’t log in after registering, and the confirmation email never arrived. I also called support and couldn’t reach anyone. > > **Timeline since posting here** > > - Oct 8: A Neo representative contacted me by private message and asked for my account details. I sent them the same day. She replied that she would investigate and get back to me by the next day. > Oct 13, 15 and 18: I followed up three times in that private conversation. No response. > > **What I’m asking for** > > 1. Please escalate this to a supervisor or the team handling Tims migrations. > 2. If there is a formal complaint process, please tell me how to file one. > > I’d appreciate a reply here or by private message. Hi @Y_Peng, I’m sorry for the runaround and for not getting back to you sooner. I can see that your case was escalated, and I’ll look into where things stand. In the meantime, could you please confirm if the email address and phone number on your Tims and Neo accounts match? If they’re different, that could be contributing to the migration issue. Thanks for bearing with us while I look into this! ---
**Author:** ![Muvapryncess](https://avatars.discourse-cdn.com/v4/letter/m/9d8465/32.png) [@Muvapryncess](https://neofinancial.discourse.group/u/Muvapryncess)\ **Post date:** [October 20, 2026, 9:05pm UTC](https://neofinancial.discourse.group/t/escalation-request-no-response-for-12-days-on-my-tims-to-neo-migration-issue/7379/3 "2026-10-20T21:05:02Z")
I don’t think the eh offer balance transfer ---
**Author:** ![Y\_Peng](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/y_peng/32/2864_2.png) [@Y\_Peng](https://neofinancial.discourse.group/u/Y_Peng)\ **Post date:** [October 20, 2026, 9:34pm UTC](https://neofinancial.discourse.group/t/escalation-request-no-response-for-12-days-on-my-tims-to-neo-migration-issue/7379/4 "2026-10-20T21:34:13Z")
Hi, thanks for following up. Yes, I used the same email address and phone number linked to my Tims account when I tried to set up and migrate to Neo. I already shared both by private message with Youssra on October 8, and I’m happy to send them again privately if needed. Could you let me know what the next step is and roughly when I can expect an update? Thanks. ---
**Author:** ![Yeni-Neo](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/yeni-neo/32/2246_2.png) [@Yeni-Neo](https://neofinancial.discourse.group/u/Yeni-Neo)\ **Post date:** [October 21, 2026, 2:55pm UTC](https://neofinancial.discourse.group/t/escalation-request-no-response-for-12-days-on-my-tims-to-neo-migration-issue/7379/5 "2026-10-21T14:55:35Z")
Hey @Y_Peng ! I just got an update from the team, and it looks like the phone numbers on your Tims and Neo accounts don’t match. They’ll need to match for you to complete the migration. Could you update the phone number on either your Tims or Neo account so they match? Once you’ve done that, let me know and we can get the migration link reset for you.