My account was locked for neo to have a “better understand [my] usage of [their] products.” I was required to get effectively proof of funds, which is not a problem.
There are, however, frustrations that I had with this experience;
Don’t lie to me and say that you want a better understanding of my usage. Just tell me due to security reasons, my account has been locked, and you are requesting proof of funds in whatever form was required.
I was told that I was to allow 5 business days for them to review the requested documents, and provide an update. It has been 6 now.
I was told that if I required any further clarification, to respond to this email. I responded the day of receipt, asking if they had a secure document service. 3 business days later I replied again to confirm they recieved it. It has been a total of almost 8 days where I have been waiting for a response.
This shows incredibly bad transparency and communication on behalf of the support team. There is not even a case number assigned to this, I cannot reference it to any other support agents, and I do not want to. I understand wanting proof of funds but the untransparent nature and lack of communications really makes me wonder if neo would be able to replace my main bank.
Hey @dq4k0, Thanks for flagging this. I’m really sorry for the delay and lack of updates. I can understand how frustrating it is to be past the promised timeline and still not know what’s happening. These reviews are handled by a specialized team, but you shouldn’t be left hanging after you’ve provided everything requested. Do you mind sharing what the last update from Support was when you spoke with them?
It is weird. It looks like the team froze my account for the fun of it!
No other communications were made at the time you replied.
They proceeded to unfreeze it stating that “we needed to wait for the funds to clear.” The entire point of a hold on an account for EFTs (ie. “pending”) is to do that. If that was the entire point of the freeze then tell me that so I can wait for it to be unfrozen. Does the support team understand that you cannot use the funds until the hold is removed and the funds have been verified.
@dq4k0 thanks for raising this. If the funds were still clearing, this should have been explained to you clearly from the start. I’m sorry for the confusion, and I’ll share this feedback with the team.