You can manage your mortgage through Neo by contacting us on [email protected] or by calling us at +1 (866) 290-2649. If you want to make a change to your mortgage or payments, or if you have any mortgage questions.

To make a change to your mortgage, email the details of the change and related supporting documents to [email protected].

To change the banking information associated with your mortgage, you must be the borrower or guarantor on the mortgage loan. You need to email us at least 3 business days before the next mortgage payment date with both of the following documents:

If you’re sending us the void cheque or pre-authorized debit form, your account details must be visible:

To change your property address, you’ll need a document from a legal or municipal authority verifying the property address on the mortgage account is incorrect or has changed.

To change the names on your mortgage, email us a written request with a reason for name change and supporting documents based on the type of name change.

For surname change due to marriage

You must provide a marriage certificate or driver’s license with 1 of the following documents verifying the name change:

For legal or family name changes

You must provide a birth certificate with 1 of the following documents verifying the name change:

For any other name change

You must provide a certificate or court order of name change with a government-issued piece of ID.

To change your mortgage payment schedule, email us your request. Choose from the following payment schedules:

Scenario 1 - Payment schedule from monthly to bi-weekly accelerated

Casey switches her mortgage from monthly to bi-weekly accelerated payment. Her current payment is due April 1st. She must start the bi-weekly schedule before April 30th to avoid missing a payment and extending her loan term. She contacts Neo in March, and her first bi-weekly payment is set for April 15th, so she adheres to Neo’s policy and avoids extending the amortization period. Casey continues to make payments every two weeks thereafter.

Scenario 2 - Payment schedule from bi-weekly non-accelerated to monthly

Jordan switches from bi-weekly non-accelerated to monthly mortgage payments. He has been making half-payments every two weeks, totalling 26 per year. To simplify his finances, he contacts Neo in early May to adjust his payment plan. Neo agrees, and Jordan’s final bi-weekly payment occurs on May 18th. Starting June 1st, he begins making full payments monthly, aligning his mortgage with other bills and simplifying his finances. Jordan continues with monthly payments thereafter.

To change the date your mortgage payment is due, email us with your request to modify your payment due date. A fixed fee will be debited on the same day as the initial adjustment date. To avoid extending the loan term due to the date change, your new date must not exceed:

For semi-monthly payment schedules, alternate dates can’t be selected because payments are due on the 1st and 15th of each month.

To make an additional payment, email us at [email protected] to arrange a lump sum or set up a recurring overpayment payment (increasing the regular scheduled payment) to pay down your mortgage faster. If your mortgage term is ‌1 year, then a lump-sum payment (including the full pre-payment) and overpayment options aren’t available.

You can make a lump-sum payment each anniversary year. Prepay up to 20% of the original loan value directly to the principal balance without penalties. There are a few lump-sum payments restrictions:

To make a full pre-payment, your account must meet all of these criteria:

Each anniversary year, you can make a one-prepayment, but the total overpayment can’t be more than 20% of the original scheduled payment. There are a few overpayment restrictions:

Neo doesn’t charge NSF (non-sufficient funds) fees on Neo mortgages.

If you don’t have enough money in your external bank account for a scheduled mortgage payment, Neo won’t apply any NSF fees.

However, your external bank may charge its own NSF fee if the payment attempt fails. If you notice a charge, check with your external bank directly to confirm whether it applies to your Neo mortgage payment.