How to raise a complaint about a transfer, what happens next, and how long it takes.
Contact us with the reference number, the date, the amount and a description of what went wrong. Email info@neomoneytransfer.com, call +977-1-5900000, or use the contact form on this site.
If the transfer has not yet been paid out, say so — it changes what we can do about it.
You will receive an acknowledgement with a case number within one working day. We investigate with the sending partner and the paying institution as needed, and we will tell you what we find.
Most cases are resolved within five working days. Cases involving a partner in another jurisdiction can take longer, and we will keep you informed if yours does.
Ask for the case to be escalated to our compliance team, who will review it independently of whoever handled it first.
If you remain dissatisfied after that, you may raise the matter with Nepal Rastra Bank, which supervises licensed remittance providers.