Consumer complaint received 2026-04-04 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: WA

Complaint narrative:
I opened a Novo Business Checking account on XX/XX/XXXX, specifically to take advantage of the advertised {$300.00} XXXX XXXX Checking promotion. I applied directly through the only publicly promoted link for this offer : XXXX XXXX XXXX This was the landing page shown in all marketing materials associated with the promotion, featuring a clear " Get Started '' button and detailed qualifying steps with no mention of a separate " official XXXX page '' requirement. Once pressing the Get Started button on the XXXX promotion link, I followed the pre-set path of the application and my account was approved. Additionally, I entered a referral code in the visible field during the standard application flow. The application process included a visible field for a referral/promo code, which I entered as part of the standard signup flow. No alternative direct link was clearly disclosed or available at the time. I fully met all qualifying requirements for the promotion : I made two deposits totaling {$5000.00} in new money on XX/XX/XXXXXXXX ( within 30 days of opening ). I completed XXXX debit card transactions, {$10.00} each, to my utility company on XX/XX/XXXX, within 90 days of account opening. My balance first reached {$5000.00} on XX/XX/XXXX, and I maintained the required {$5000.00} minimum balance for 90 consecutive calendar days, satisfying the balance maintenance requirement on XX/XX/XXXX. Per the promotion terms, the {$300.00} bonus should have been automatically deposited no later than 15 days after meeting the requirements ( by XX/XX/XXXXXXXX ). XXXX denied the {$300.00} bonus with shifting, inconsistent and unsupported explanations. They later stated that I had to use an " official XXXX offer pathway '' and that simply clicking " Get Started '' on the promotional landing page was insufficient. Along with combining a referral code, which they claimed renders the promotion invalid. On XX/XX/XXXX, I sent a final supervisor review request via secure message. In it, I detailed the inconsistencies with the advertised process, explained my reasonable reliance on the single promoted link and application flow, and specifically requested the exact contemporaneous promotional terms from XX/XX/XXXXXXXX plus any specific disclosures supporting the cited eligibility requirements. Novo responded on XX/XX/XXXX, reiterating the denial reasons and declaring the determination final, without providing any of the requested evidence or contemporaneous terms. After I sent an acknowledgment of the final denial, Novo replied again confirming the denial remains final without providing any of the requested evidence or XX/XX/XXXXXXXX terms. Similar complaints regarding denial of this exact XXXX {$300.00} promotion often involving referral codes, incorrect link/pathway tracking, and Get Started technicalities appear on XXXX XXXX XXXX XXXX with many customers reporting identical shifting denial reasons despite following the advertised process. Discussions of similar issues with this promotion are also noted on Doctor of Credit. These post-hoc technicalities contradict the sole advertised promotional link and application flow I followed in good faith. Nothing in the attached promotional materials disclosed the strict click-path or pathway requirements Novo later cited. This appears to constitute deceptive marketing and an unfair denial of a clearly advertised promotion after I reasonably relied on Novo 's materials and fulfilled the requirements. I request that Novo be required to issue the {$300.00} bonus to my account and provide a full explanation of any eligibility rules that were not disclosed at the time of the offer and address the {$40.00} referral bonus if it was also denied as part of the same process. I have already attempted good-faith resolution directly with Novo support via secure messaging, including a final supervisor request and acknowledgment of their final denial, but they have maintained the denial without producing any supporting documentation. Thank you

Company response to consumer: Closed with monetary relief