Money transfer, virtual currency, or money service -- Fraud or scam -- Complaint #13466827

Complaint Overview

Complaint ID: 13466827

Company: Novo Platform INC.

Product: Money transfer, virtual currency, or money service

Sub-Product: Domestic (US) money transfer

Issue: Fraud or scam

State: Nevada

ZIP Code: 89135

Date Received: 2025-05-11T12:00:00-05:00

Date Sent to Company: 2025-05-30T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: No

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Dear CFPB, I am submitting this complaint against XXXX in response to a serious failure to prevent and address fraudulent activity on my account, which has resulted in a loss of {$2200.00}. On XX/XX/year>, at approximately XXXX XXXX, my previous email ( XXXX ) and previous phone number ( XXXX ) were compromised. The fraudsters used these credentials to access my XXXX account, from which they initiated XXXX transfers to my XXXX account : {$5000.00} {$5000.00} {$2000.00} XXXX : {$12000.00} Of this amount, {$10000.00} was later successfully recovered and returned by XXXX in the form of XXXX {$5000.00} deposits and {$0.00}. In addition, I had a prior balance of approximately {$180.00} in my XXXX account, along with {$41.00} that had been fraudulently transferred in from my XXXX account, bringing my available total before the unauthorized withdrawals to {$220.00}. However, the following unauthorized transactions occurred : {$180.00}, {$40.00}, and {$1400.00} were transferred to XXXX XXXX XXXX on XX/XX/year>. {$200.00} and {$220.00} were transferred to XXXX XXXX XXXX on XX/XX/year>. XXXX {$20.00} transfer fees were charged : XXXX on XX/XX/XXXX and XXXX on XX/XX/XXXX. These unauthorized withdrawals and fees total {$2200.00}. I contacted XXXX customer service immediately on XX/XX/year>, after noticing the suspicious activity. I was told that my account had been frozen. However, despite this, on XX/XX/year>, a XXXX employee named XXXX XXXX unfroze my account after an identity verification process that was clearly insufficient. The individual who gained access presented a fraudulent ID labeled XXXX with a fake ID number, along with an AI-generated photo. These should have been obvious red flags to any trained personnel. Nevertheless, my account was reactivated, allowing the fraudster to complete additional unauthorized transactions. Had XXXX exercised proper due diligence in verifying the request to unfreeze the account, these further losses could have been entirely prevented. Despite repeated follow-ups, XXXX has failed to provide any meaningful resolution or attempt to recover the stolen funds. I am requesting that the CFPB investigate this matter, including XXXX XXXX failure to adequately protect my account, its negligent handling of a clearly fraudulent ID verification, and its lack of response to my repeated efforts to resolve the issue. I am seeking recovery of the {$2200.00} in unauthorized withdrawals and fees. My current contact information is as follows : Phone : XXXX Email : XXXX Attachments included with this complaint : Transaction history showing the unauthorized activity AI-generated fake ID photo used by the fraudster Email correspondence with XXXX customer service Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX Phone : XXXX Email : XXXX XXXX

Frequently Asked Questions

Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

Related Pages

• Novo Platform INC. Company Profile
• Money transfer, virtual currency, or money service Complaints
• Fraud or scam Complaints
• Nevada Complaints
• Company Rankings
• Company Directory
• Search Complaints