Consumer complaint received 2026-05-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Novo Platform Inc.
State: OR

Complaint narrative:
My name is XXXX XXXX. I work as an independent contractor and as such I use NOVO BANK as my business checking account. NOVO bank is partnered with XXXX XXXX XXXX, XXXX. On XX/XX/2026 at XXXX XXXX I received a text from an entity calling itself " Novo Bank Security '' telling me that there was an attempt to use my business checking account 's debit card at XXXX The text said the alleged charge was for {$420.00} and it was declined. The text also asked me if I authorized this transaction. As I was reading the text I received several calls from the phone number XXXX. In fact they called XXXX times in about XXXX minutes so I assumed it was about the above transaction so I answered. A woman was on the other end identified herself as a NOVO BANK representative, and asked me if I authorized the XXXX transaction. I said no. She went on to say that she would cancel the transaction and send me a new card. She even said she would expedite getting the new card to me at no charge. Which seemed great. Then the woman explained that she needed to verify my identity before she could do anything. She proceeded to ask basic questions about my address. Then she said I would receive a text message and in order to finalize my verification I needed to read the number in the text back to her. Which I did. Over the course of the next few minutes, I was asked once more to read a text back to the woman, who each time assured me she was with NOVO bank. Then while I was standing there I literally watched someone transfer {$9400.00} to a " XXXX XXXX '' out of my business checking. It was almost all of the money in the account. I literally screamed at the woman over the phone. She told me to not worry about the money " seemingly being '' withdrawn, that she would restore all the funds. It was at this point I realized I was scammed. I ended the call with the woman and called NOVO directly. I spoke to their fraud division and told them that the transaction for {$9400.00} was fraud and I was the victim of a scam. They cancelled my debit card. Note that NOVO was alerted to the scam within XXXX min of it happening. WELL BEFORE the transaction even went through. To this day, I do not understand why or how they could not just stop the transaction. But they wouldn't. They instead said they would " start an investigation. '' It took NOVO about three weeks to get back to me about their investigation. THEY REFUSED to refund the money even though I was obviously the victim of a crime ( as were they ). They essentially said that I allowed them to access the account so they would be considering the matter closed. However what NOVO fails to get is that I was FRAUDULENTLY INDUCED into giving that info. It seems obvious to me. IN fact it you really need PROOF that I was the victim of a scam- I still get scammers trying to use the the old debit card number AS RECENTLY AS XX/XX/XXXX. And as horrible as all this is the most galling thing is there was a {$20.00} transaction fee that NOVO charged me becuase of the scammer 's fund transfer ... NOVO refused to even refund me that!!! I have filed a police report with my local police ( XXXX XXXX, CASE XXXX XXXXXXXX ). But nothing ever came of that. I just don't understand why there was such an obvious crime here- and no one seems to care.

Company response to consumer: Closed with explanation