Consumer complaint received 2026-05-22 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: TX

Complaint narrative:
Formal Complaint Regarding Handling of Disputed Transactions Date : XX/XX/year> Account Type : Business Deposit Account Financial Institution : Novo I. Purpose of Complaint This complaint concerns Novos handling and denial of multiple disputed debit card transactions reported as unauthorized and/or improperly processed. The transactions were reported in a timely manner, and a police report was filed to support the claims. Despite this, Novo denied the disputes using generalized responses and did not provide meaningful documentation, detailed findings, or transparency regarding the basis for the denials. II. Disputed Transactions 1. Merchant : XXXX XXXX XXXX XXXX Card Ending : XXXX Transaction Date : XX/XX/year> Amount : {$190.00} Status : Denied by Novo 2. Merchant : XXXX XXXX XXXX XXXX Card Ending : XXXX Transaction Date : XX/XX/year> Amount : {$190.00} Status : Refunded by Merchant After Dispute Filed 3. Merchant : XXXX XXXX XXXX Card Ending : XXXX Transaction Date : XX/XX/year> Amount : {$610.00} Status : Denied by Novo 4. Merchant : XXXX XXXX XXXXXXXX XXXX XXXX Card Ending : XXXX Transaction Date : XX/XX/year> Amount : {$130.00} Status : Denied by Novo 5. Merchant : XXXX XXXX XXXX XXXX Card Ending : XXXX Transaction Date : XX/XX/year> Amount : {$200.00} Status : Denied by Novo III. Basis for Complaint 1. Inconsistent Handling of Similar Transactions A significant concern involves the handling of the two transactions from XXXX XXXX XXXX XXXX. Both transactions were for the exact same amount of {$190.00} and involved the same merchant descriptor. One transaction was refunded by the merchant after the dispute was filed, while the other was denied by Novo. The differing outcomes for nearly identical transactions raise concerns regarding the consistency and thoroughness of the investigation process. 2. Failure to Meaningfully Address Supporting Documentation A police report was filed and provided in connection with the disputed transactions. Despite this documentation, Novo proceeded with denials without explaining whether or how the report was considered during the investigation. The responses provided by Novo did not address the substance of the claims and appeared to rely on standardized language stating only that the merchants provided sufficient evidence. 3. Lack of Transparency Regarding Investigation Findings Requests were made for the following information : The chargeback reason codes associated with each dispute Copies or descriptions of the evidence submitted by the merchants Clarification regarding how the disputes were evaluated and denied Novo declined to provide this information and stated that the decisions were final and could not be appealed. Without access to the evidence relied upon, there is no meaningful way to determine whether the merchants satisfied the applicable card network requirements or whether the investigations were conducted appropriately. IV. Requested Resolution To resolve this matter, I am requesting the following : Copies of all documentation and evidence submitted by the merchants for the denied disputes Disclosure of the applicable card network reason codes used for each transaction A compliance review of the investigations and denial decisions associated with these disputes A reevaluation of the denied claims, particularly in light of the refunded XXXX XXXX XXXX XXXX transaction and the supporting police report Thank you for your attention to this matter.

Company response to consumer: Closed with explanation