Request for Clarification: Account Review Exceeded Stated Timeframe

Community Support
1

I need a clear explanation from the Neo Financial team.

My account has been frozen for well over the stated 5-day review period.
This is now affecting my daily life, and I have received no updates, no requests for documents, and no communication of any kind.

If the official policy promises a 5-day investigation window, why is my case being left unresolved going into the 6th day with zero feedback?

I am not asking for special treatment.
I am asking for basic transparency, accountability, and respect for your own stated timelines.

Your system accepted my funds instantly, but once the freeze happened, everything went silent.
This is not acceptable for a financial institution.

I expect a response from an actual support representative or admin to clarify:

  1. Why the review exceeded the promised 5 days
  2. Whether my case is still actively being reviewed
  3. When I can expect access to my own money again

Please address this publicly so other users experiencing the same issue can also understand what is happening.

1 Like
2

XXX is my account email

4

Hi @chenchaojie, please refrain from sharing any personal information in the public thread for your privacy and security.

I was able to look into this using the email you provided, and today marks the 5th business day. It appears the team has reviewed everything as expected based on the documents you submitted, and your access to the account has now been restored today.

Thank you so much for sending in the required documents. If you have any other questions, please don’t hesitate to reach out, we’re always happy to help!