If you believe that there’s an error with a POS or an ATM charge in your account, the following information will help you to determine the best options to investigate and resolve your case.
A POS dispute is a process in which you contest that there is a billing error on your account or that a merchant did not honor their terms and conditions.
Please note that a dispute isn’t the same as requesting a refund from the merchant, which you should do in many situations where you want your funds back.
For example, when you are dissatisfied with a product or service you received from a merchant. Please be aware that Novo can’t issue a refund on behalf of a merchant.
Once you contact the merchant in an attempt to get your money back, note that the merchant has 15 business days to work on an agreement with you. If the 15 business days since you reached out to the merchant go by and the merchant was unable to help, you can submit a dispute through the Novo mobile app and that case will be filed with MasterCard.
When you file the dispute, the merchant will be asked to review both the disputed charge and its terms and conditions that you agreed to when you made the purchase.
Please note, that Novo is unable to overturn purchases that were made willingly or with your knowledge (monthly subscriptions or product returns to a merchant). Before contacting Novo Support about a dispute, please determine if the purchase was made without your knowledge. Also, be aware that it can take up to 120 days for MasterCard to investigate the case and resolve the dispute with the merchant. During the investigation process, Novo doesn’t receive any updates from MasterCard on your case.
Please be advised that working directly with the merchant to resolve the issue is often the fastest and easiest way to get your funds back. We will usually ask if you have already done that and if 15 business days have passed since you reached out to the merchant when you contact Novo to file a dispute.
If that wasn’t done yet and you still file a dispute, your dispute may be canceled and you’ll need to refile it once those steps are completed, as we will require that you have contacted the merchant about any transaction and that you provide receipts of these communications.
Any other additional evidence you can think of will assist in any investigation conducted. Once you have done so, please contact our support team and we will begin the dispute process. All request for disputes MUST be made from within the Novo app for written consent, we will be unable to process any request over email or phone.
Please note, that all transactions must be disputed within 60 days of the date the transaction was made. We are also unable to dispute charges under $25 at this time. It is the responsibility of the account holder to ensure that their information is up to date and that they respond to any fraud alerts that they receive from Novo or our partner bank, Middlesex Federal Savings, about any suspicious transactions.
Friendly reminder: you can always reach out to the merchant at any point in this process to try to resolve your dispute directly with them.
Be sure that you have vetted any merchant that you are making a transaction with before providing them your account information.
Lastly, we need to close out your existing debit card and reissue a new one if a dispute is filed for a debit card charge. Novo debit cards are protected by MasterCard's fraud monitoring systems, but it is the responsibility of the account holder to ensure that their cards are secured.
If your card was lost or stolen please contact out Support Team as soon as possible!