I had sent money from Neo via Interac e-Transfer to my other KOHO account on June 17th, and it was posted. However, I did not receive it on the KOHO side.
Neo ended up declining the dispute of the transaction because they said it was made through a mobile device, which I think verified the transaction.
The credentials for KOHO were correct, and everything was aligned. However, now it’s showing that I made a “purchase” with KOHO, but I’m unsure how to dispute this since I still haven’t received the money on KOHO’s end.
Hi @elliecal, thank you for reaching out and welcome to the community! I’d be happy to look into this for you, just sent you a DM to grab a few more details.
Hi Sana! Thank you for getting back to me.
Was the cause of the issue found and resolved?
Hi @AgentSmith! I’m still in touch with the customer and working to understand how the transaction was made. They mentioned it’s showing up as a purchase, even though they made a transfer so I’m working to piece things together.
If you’re experiencing a similar issue, I’d be happy to look into it for you as well, just let me know, and I’ll connect with you directly 
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Hi Sana,
I have been searching both through KOHO and NEO and cannot find anything relative to the transaction aside from it being a transaction..
However, ! thank you for your support in this matter.
I appreciate your help in understanding the transaction details.
Best,
Ellie
Hi @elliecal, I reached out via DM to get a few more details about what happened during the transaction, but I haven’t gotten your answer about it yet. Having a bit more context would really help us understand the situation better and look into it further for you.
Whenever you’re ready to share, feel free to reply in our chat, we’re happy to help and dig into it! 
Hi Sana,
I have been searching both through KOHO and NEO and cannot find anything related to the transaction aside from the fact that it is a “purchase”.
Nonetheless, thank you for your support in this matter.
I appreciate your help in understanding the transaction details.
Best,
Ellie
Hi there!
I am looking for a follow-up on this issue.
If I can provide any additional information, I’m happy to help!
Please let me know.
Ellie
Hi @elliecal, I reached out via DM but haven’t heard back. I need more info and context on how the transaction went through. Once I have that, I’ll be happy to look into it further for you. Thank you!
Hi Sana!
Thank you for the reply.
I will send you a screenshot shortly. I sent an interac e-transfer to a KOHO account, which was processed as a purchase. I also reached out to KOHO and they told me to “check with the merchant”.
I also confirmed that the (KOHO) account e-mail is correct and I’m trying to think of any idea of what could have been processed incorrectly.
Ellie
Hi @elliecal, thank you for sending the screenshot, the transaction shown is a purchase. If it were an e-transfer, you would have received an Interac email either confirming the deposit (if auto-deposit was set up with that email) or asking which bank you’d like to deposit the funds to. The transaction would also be labeled as “e-transfer to [recipient]”, which helps confirm the type of transaction that was made.
I’ll follow up with you in DMs to go over the details more thoroughly. Talk soon!