If you spot a charge that wasn't made by you or anyone else on your account, you can file a fraud claim. Here's what you can do throughout the process:
Before You File a Fraud Dispute
Double-Check the Details
Talk with authorized users: Confirm that no one else on your account made the transaction.
Examine subscriptions: Check for any free trials or recurring payments you may have forgotten.
Investigate unfamiliar merchant names: Research the merchant online.
Once you've confirmed the charge is fraudulent:
Respond to fraud alerts: If you received one from Novo.
Deactivate your card: Prevent additional unauthorized charges.
When you file a fraud dispute
One of the most convenient ways to report a problem is through the Novo mobile app. Select the transaction from your recent list, then select "Report a Problem" and answer the questions about the charge.
After you file a fraud dispute
Get a replacement card
If you requested a replacement card, you should generally receive it within 10 to 15 business days. You can make use of the virtual credit card available in your account to avoid spending interruptions.
Update your card Information:
Update details in digital wallets, websites, or apps where you've set up automatic payments.
Protect yourself for the future
Novo offers features to help protect against fraud:
Transaction fraud alerts: Receive push notifications, SMS, and emails for potentially suspicious activity.
Card freeze: Freeze your card through the app if it's misplaced, lost, or stolen.
Virtual card numbers: Shop online without exposing your physical card number.
Purchase notifications: Receive alerts for each transaction attempted.
How long do I have to file a fraud dispute?
You have up to 120 days from the date of the transaction to file a dispute for it. However, filing promptly can protect you from additional unauthorized charges. If the charge is less than 90 days old, you can file through the app. Otherwise, reach out to our Customer Support team via the Support tab in the mobile app.
How long does the fraud dispute resolution process take?
It can take up to 120 days to complete an investigation.
How do I file a fraud dispute?
Use the Novo app or website, select the transaction, then choose "Report a Problem" and follow the prompts.
What should I do after receiving a replacement card?
Activate the new card and update your card information wherever it's stored or used for automatic payments.
How do I recognize fraud on my account?
Regularly review your account and credit card transactions.
Enable push notifications for transactions and for fraud alerts, and keep an eye for text and email alerts for suspicious activity.