Hello Neo Community and Support Team!
I am reaching out here as I recently discovered this forum and am hoping to finally get some answers after receiving zero help through customer service via phone.
I am writing to bring serious attention to a persistent issue regarding my account migration from Tims Financial to Neo Financial, which has left me stuck using an archaic legacy system. I recently received my replacement card, but to my dismay, it remains tied to the legacy platform. This means I have no direct digital control over my account. Basic tasks—such as locking or unlocking my card—require me to call customer service, and I am forced to wait for manual email delivery just to view my statements. Having to rely on phone calls for basic card security and waiting around for digital statements feels completely outdated and unacceptably archaic for a modern financial platform. I would much prefer to have an actual, fully functional Neo profile that I can manage independently through the standard platform rather than dealing with these unnecessary roadblocks.
To resolve this issue, I have repeatedly used the official migration page ( Combine Your Tims Mastercard Credit account with Neo ) to submit my request. I first submitted my migration request back in August, and despite multiple attempts since then, I have never received the follow-up email that the website promises. To make matters worse, I have called Neo customer service multiple times regarding this issue, but the agents I spoke with were no help at all and provided no path to resolution.
I am urgently requesting direct, immediate assistance from a Neo Support representative to resolve these ongoing migration failures. I need answers as to why I am trapped in a legacy system with my replacement card instead of being granted a standard Neo profile, and I require a support agent to step in and manually initiate or unblock my profile migration immediately. Furthermore, I need Support to investigate why I have not received any migration email despite submitting my request continuously since August, and why the migration portal claims an email will be sent when no communication is actually being delivered.
I expect a modern, seamless digital banking experience, not a step backward into phone-based account management and missing communications. **I strongly urge a member of the Neo Support team to intervene, escalate my case, and directly assist me so I can finally gain proper digital access to manage my own profile.
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Thank you!
