# Frozen account due to declined charge **URL:** \ **Category:** Community Support\ **Created:** [June 12, 2026, 12:22pm UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747 "2026-06-12T12:22:48Z")\ **Posts on this page:** 13\ **Page:** 1
**Author:** ![Hamza\_Gassi](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/hamza_gassi/32/1873_2.png) [@Hamza\_Gassi](https://neofinancial.discourse.group/u/Hamza_Gassi)\ **Post date:** [June 12, 2026, 12:22pm UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747/1 "2026-06-12T12:22:48Z")
I’m extremely frustrated with this situation. My account was functioning normally, and I was even able to use my card for purchases. However, as soon as a transfer was deposited into my account, my card and account were suddenly frozen without warning. I contacted customer service twice. The first representative hung up on me, forcing me to call back. The second representative spent nearly an hour asking numerous questions to verify my identity. Despite completing the verification process, my account remains frozen and I still cannot access my own money, which I urgently need. I was told that the reason for the restriction was that an Adobe subscription I had forgotten to cancel attempted to charge my card multiple times. Freezing an entire account and preventing access to deposited funds because of a failed subscription payment seems completely unreasonable and disproportionate. This experience has been incredibly frustrating, especially considering the amount of time spent with customer service and the fact that the issue remains unresolved. I would appreciate an explanation and an immediate resolution so I can access my funds. ---
**Author:** ![Rbtdavison](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/rbtdavison/32/1811_2.png) [@Rbtdavison](https://neofinancial.discourse.group/u/Rbtdavison)\ **Post date:** [June 12, 2026, 1:22pm UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747/2 "2026-06-12T13:22:30Z")
There has to be more to this then just a missed sub payment as I have sub payments decline multiple times a day sometimes as I keep my card frozen so that no unauthorized payments go through as I had some questionable interactions with my card. Did you check in app if you’ve frozen your card in card management by accidentally hitting the freeze button? ---
**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:** [June 12, 2026, 7:31pm UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747/3 "2026-06-12T19:31:43Z")
Hey @Hamza_Gassi welcome to the community! 🎉, I’m so sorry to hear this. When was the account frozen? ---
**Author:** ![Hamza\_Gassi](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/hamza_gassi/32/1873_2.png) [@Hamza\_Gassi](https://neofinancial.discourse.group/u/Hamza_Gassi)\ **Post date:** [June 14, 2026, 3:15pm UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747/4 "2026-06-14T15:15:57Z")
Anyone frkm neo i speak to has a different story in the end my account was frozen last wednesday for no reason and the customer support has been horrible no help at all. ---
**Author:** ![Edmond\_Wheesks](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/edmond_wheesks/32/2627_2.png) [@Edmond\_Wheesks](https://neofinancial.discourse.group/u/Edmond_Wheesks)\ **Post date:** [August 20, 2026, 1:30pm UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747/6 "2026-08-20T13:30:47Z")
> [@Hamza\_Gassi](#): > > I’m extremely frustrated with this situation. My account was functioning normally, and I was even able to use my card for purchases. However, as soon as a transfer was deposited into my account, my card and account were suddenly frozen without warning. > > I contacted customer service twice. The first representative hung up on me, forcing me to call back. The second representative spent nearly an hour asking numerous questions to verify my identity. Despite completing the verification process, my account remains frozen and I still cannot access my own money, which I urgently need. > > I was told that the reason for the restriction was that an Adobe subscription I had forgotten to cancel attempted to charge my card multiple times. Freezing an entire account and preventing access to deposited funds because of a failed subscription payment seems completely unreasonable and disproportionate. > > This experience has been incredibly frustrating, especially considering the amount of time spent with customer service and the fact that the issue remains unresolved. I would appreciate an explanation and an immediate resolution so I can access my funds. I need help ---
**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:** [August 20, 2026, 1:35pm UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747/7 "2026-08-20T13:35:11Z")
Welcome to the community @Edmond_Wheesks! How can we help? ---
**Author:** ![Edmond\_Wheesks](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/edmond_wheesks/32/2627_2.png) [@Edmond\_Wheesks](https://neofinancial.discourse.group/u/Edmond_Wheesks)\ **Post date:** [August 20, 2026, 1:47pm UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747/9 "2026-08-20T13:47:10Z")
My account is frozen ---
**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:** [August 20, 2026, 1:50pm UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747/10 "2026-08-20T13:50:30Z")
Sorry to hear that. Have you tried contacting the support team yet? ---
**Author:** ![Edmond\_Wheesks](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/edmond_wheesks/32/2627_2.png) [@Edmond\_Wheesks](https://neofinancial.discourse.group/u/Edmond_Wheesks)\ **Post date:** [August 20, 2026, 2:11pm UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747/11 "2026-08-20T14:11:43Z")
Yes I did ---
**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:** [August 20, 2026, 4:20pm UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747/12 "2026-08-20T16:20:31Z")
What is support saying? ---
**Author:** ![Edmond\_Wheesks](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/edmond_wheesks/32/2627_2.png) [@Edmond\_Wheesks](https://neofinancial.discourse.group/u/Edmond_Wheesks)\ **Post date:** [August 20, 2026, 4:33pm UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747/13 "2026-08-20T16:33:18Z")
I need an ID to confirm my Neo account ---
**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:** [August 20, 2026, 5:13pm UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747/14 "2026-08-20T17:13:06Z")
It looks like your account needs some verification. Once your ID is verified, this should be resolved. ---
**Author:** ![Edmond\_Wheesks](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/edmond_wheesks/32/2627_2.png) [@Edmond\_Wheesks](https://neofinancial.discourse.group/u/Edmond_Wheesks)\ **Post date:** [August 29, 2026, 2:16am UTC](https://neofinancial.discourse.group/t/frozen-account-due-to-declined-charge/5747/15 "2026-08-29T02:16:37Z")
Help me