Consumer complaint received 2024-06-08
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: Novo Platform Inc. (TX)

I am a former small business owner of an LLC. This company operated from XX/XX/XXXX until XX/XX/XXXX. During this time my company utilized Novo Platform Inc. Whose debit services are provided by XXXX XXXX XXXX XXXX XXXX XXXX This complaint is specifically regarding the service Merchant XXXX XXXX which is offered by Novo Funding LLC. 

Throughout the majority of our time using Novo there had been no problems. We utilized the Merchant XXXX XXXX a few times, making the scheduled payments whenever due. After the closure of the LLC in XX/XX/XXXX, I had planned to continue to make payments, these payments are automatically pulled from the available funds within the account. I had forgotten to fund the account for some time, maybe a month or so, not sure exactly, but attempted to login and received the invalid login credentials error. Trying to reset the credentials did not work, neither did it work for my business partner and LLC co-owner. So I knew it was not actually a problem with login credentials, I now find out that Novo had closed the account for reasons they are not willing to share, thus blocking my ability to fund the online account in order for payments to be made towards the merchant cash advance. Novo has been contacting me via phone call regarding the XXXX, all of which during my work hours, which I am unable to answer. I have emailed a few times regarding this problem, the first few times were not able to be handled due to me not having access to the business email anymore that was on the account. I went through the process of setting up the email again and contacted but still have not had any luck in resolving this, Novo is requesting only a phone call and has refused to provide any information or communications in writing, aside from the monthly automatic emails I receive that detail the XXXX amount in use, and the added late fees that have been accrued over the last several months. 

To me, written communication and a willingness to make this situation right from a customer should be embraced. Not refused. It seems as though Novo is intentionally blocking access to pay towards the XXXX in order to accrue more and more late fees as time goes on, without working with me to resolve it. I know that I have the right to written communication and have requested this be utilized in order to work to resolve this situation. In fact, I discovered recently that Novo support had actually blocked my email from being able to contact them, not a huge issue I think but it just adds to the suspicious nature of this situation. 

I have, as of XX/XX/XXXX requested that Novo provide access to the account or a means for me to fund or make payments towards the XXXX. I requested that Novo waive all late fees that have been accrued since blocking access to login to my account to make payment. And I requested that all communication be made in writing via email or mail to my new mailing address. The initial requests have not been responded to, and I have continued to receive calls from Novo stating that they have received my requests and will not fulfill them, demanding that I call them instead. This is a violation of my rights as a consumer and is very concerning business practices. 

In the attached documents, you will find screenshots of the voicemail transcripts I received after sending emails as stated in the Account Recovery and Merchant XXXX XXXX XXXX XXXX. As well as the initial email from XXXX and my XXXX replies since then that have gone unanswered, even though the instructions were followed as an option to send the email.