I used to defend Neobanc, but their customer support and payment processing have become incredibly unreliable.
I have defended and praised Neobanc in the past, but I have reached my breaking point with their increasingly unpredictable processes. I’ve tried every way to get my current issue resolved—Reddit comments, DMs, and tech support emails—but I can’t get a clear response from anyone.
My problem is that the estimated delivery dates for my bill payments keep changing in the app without any notification, causing me to miss the actual due dates. I submitted two payments on Friday, September 25th, for an October 1st due date. The app marked them as "Neobanc Received: Sep 25." Yet, the delivery date in the app shifted three times—from Oct 1–2, to Oct 1–7, and finally to Oct 8. Now, the same thing is happening with my other payments, like a payment I made on September 30th, which is now listed as arriving on October 13. I don’t understand these delays.
When I emailed their support and compliance team on October 2nd to ask for an explanation and to clarify how my delayed funds are legally protected, I received a half-hearted reply on October 3rd. The representative gave an explanation that directly contradicted my app screenshots. He claimed they received the funds on September 30th (confusing it with a different Scotiabank transaction) and said their policy requires funds to be in the account "3 business days" before the due date.
Even if we accept his "3 business days" rule, the timeframe from September 25th to October 1st clearly meets that requirement. He also ignored my other questions about where my money is actually being held.
I sent a follow-up email on Sunday, October 4th, showing the exact timestamps on my receipts and asking for an update. I’ve been completely ignored, with no reply, while my money remains in limbo.
To me, this says a lot about their current brand image and priorities. We saw a similar issue recently when they mishandled the 2% cashback promotion and failed to send any proactive apology or explanation via email or their official channels. They don’t seem to understand how frustrating it is to get the runaround and be met with silence when dealing with finances.
Time and time again, I see people trying to get their attention, but Neobanc's customer support feels gimmicky. In my experience, they rarely answer questions accurately and often make promises they don’t keep. I’ve tried giving them the benefit of the doubt many times, but it’s outrageous to leave users in the dark and ignore follow-up emails—especially when it involves our money. Others are also coming here to complain, and it seems nothing is improving.
If you’re using them to pay time-sensitive bills, be very cautious.