Consumer complaint received 2025-12-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: Novo Platform Inc.
State: CA

Complaint narrative:
I would like to submit a complaint to Novo regarding their refusal to honor the XXXX business banking promotion for receiving a {$300.00} cash bonus. Novo stated that I did not meet the promotion terms. However, Novo used new terms that differed from the terms in my application, to not enroll me in the promotion. 

When I disputed the change in terms, Novo found another technicality to make me ineligible to receive the {$300.00} cash bonus. I received a referral bonus instead, and the terms say that promotional offers can not be combined. However, if Novo properly enrolled me in the {$300.00} promotion in the first place, I would not have received the referral bonus. 

Novo should honor the original terms, waive the technicality due to their oversight in not enrolling me in the correct promotion, and deposit the {$300.00} cash bonus into my account for meeting the promotional requirements under the original terms. 

Below is a summary of our correspondence between XX/XX/year> to XX/XX/year> : On XX/XX/year>, I submitted ticket # XXXX for not receiving my {$300.00} cash bonus which was supposed to be deposited by XX/XX/year>. 

A Novo Account Specialist, XXXX, responded saying their backend tracking determined that I did not use the correct XXXX link to sign up for the promotion. They said the page I used was the promotional landing page on Novos website. They pointed out the terms on the promotional landing page on Novos website which stated that I needed to go through XXXX website to open an account. Please note that visiting XXXX would have taken me to the same promotional landing page on Novos site to open an account. 

On XX/XX/year>, I submitted ticket # XXXX in response and stated that there must have been an error with the tracking because Novos promotional landing page could only have been accessed via XXXX website. In addition, I referred to a previous ticket # XXXX where a Novo support associate told me to go through Novos promotional landing page to start the application process and that their instructions did not include using a separate link to apply. 

Novo replied saying again that their system did not detect that I used the right link to apply as was required per the terms. They also noted that I received a referral bonus and that the cash bonus offer can not be combined with other offers. 

I replied and provided the original terms from when I opened the account, which differed from the new terms Novo referenced. I pointed out that the original terms does not say to click through XXXX page to apply, unlike the new terms where it does say I need to use XXXX link. Instead the original terms say to follow the " official Novo offer link to be eligible ''. It was reasonable for me to understand that the official Novo offer link is the same as Novos promotional landing page. 

I also reiterated the instructions I received from the Novo support associate supporting the use of Novos promotional landing page to apply. 

Lastly, addressed the referral offer and stated that the terms only made me ineligible for receiving the referral bonus if I participated in the {$300.00} cash bonus offer. I requested to forego the referral bonus since my intention was to participate in the {$300.00} cash bonus offer. 

On XX/XX/year>, Novo messaged that they will look into it. I replied, thanking them. 

On XX/XX/year>, Novo responded but did not address the discrepancy I pointed out between the original and new terms. Instead, Novo focused on still disqualifying me due to the referral bonus, stating the promotions can not be combined. They said they were unable to switch promotions at this time. 

In my last reply to Novo, I again mentioned the terms of the referral offer, which I understood the wording to mean I wouldnt receive the referral bonus if I participate in the {$300.00} cash bonus offer. I pointed out that I was not enrolled in the correct promotion due to Novos oversight. Had I been properly enrolled in the first place, I would have received the {$300.00} cash bonus and not the referral bonus. I then offered Novo the option to deduct the referral bonus from the {$300.00} cash bonus. 

Novos last response did not address that they should have enrolled me in the {$300.00} cash bonus offer and instead reiterated that they can not change the promotions and that the promotions can not be combined.

Company response to consumer: Closed with explanation