Novo
View company profile →
Frustrating and Unfair Experience with Novo Mastercard Issued Through Middlesex Federal
I’ve been through an extremely frustrating and disappointing experience with Novo and Middlesex Federal Savings regarding unauthorized transactions on my business Mastercard debit card. My card was stolen, and I immediately reported the theft and unauthorized charges. Despite promptly following Novo’s instructions and complying with all requirements, my dispute was denied without any evidence or investigation results provided. I was forced to wait unnecessarily before filing a dispute, and after doing so, was denied provisional credit. Even worse, Novo blocked me from directly accessing their fraud and dispute resolution teams, leaving me stuck in limbo. Middlesex Federal Savings, the actual issuer of my Mastercard debit card, told me they can’t handle my claim and that Novo is responsible — while Novo keeps deflecting responsibility. This whole ordeal violates Mastercard’s Zero Liability policy for business debit cards, which is supposed to protect cardholders like me from unauthorized charges when theft is promptly reported. Yet, neither Novo nor Middlesex Federal has honored this protection. The lack of transparency, poor customer support, and refusal to take responsibility have caused me significant stress, financial loss, and wasted time. I strongly caution anyone considering Novo for banking or business debit cards. This experience has been far from the seamless, secure service they advertise.