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Complaint Details
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Initial Complaint
06/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 2nd I filed a dispute from an unauthorized charge of $498 from ********* The day before I placed a $10 ad on. ********* All that day I was getting weird messages. That night I cancelled the ad. Then I get a message that my facebooknhad been permanently suspended. Thinking that since I disputed this transaction I never in my wildest dreams would of thought my bank would allow $5400 more charges to go through from ******** I woke ar 5am to see these and froze my card. ******** continued to try and pull 4 more times on that Monday $910. The next day $1110 4 times. I immediately gave my bank all the information I had showing my ******** was suspended the night before. Showing a report I was able to download showing different log in attempts in various other places than where I live at the time this happened. I begged them to escalate this as I had drivers to pay this was not just my money and I was at risk of loosing my company. After more than 2 weeks and several messages I get a response from the fraud department asking me to provide proof of the conversation with ******** denying the charges or police reports. I told them my account was hacked. I have. Obviously no body I can reach out to. ******** has no way to be contacted. I bedded them as well. Told them I sent every proof I have. It's now been 4 weeks. Today I still have no answers. Just that it's been escalated and how it can take 120 days but they don't see it taking that long. I've put $700,000 through thus bank. Most banks put funds back in while they investigate. As of today I have to fold my company. I even took out a high interest loan to cover payroll that first week. But loosing ***** ruined me. Novo cost me my business where was the unusual activity after the first dispute. Why would you allow these transactions that I've never had a history of go through when I have to give myself permission to get gas sometimes
Business response
06/04/2024
Customer of NOVO BANK which is ********************** FEDERAL SAVINGS, which is NOT Middlesex Savings Bank.
BBB frequently misrouting NOVO Bank complaints to this bank too frequently, which is not helpful to the customers.
Initial Complaint
10/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a customer of their online business fintech branch novo and in the year I have been a customer I have made numerous attempts to have problems resolved. There is no customer service or any number for that matter. You have to submit a ticket through a mobile app. You wait 5 days for someone to get back to you with a boiler plate response only to have the same thing repeated when you answer a question. It took me 4 months to get a new business debit card correctly. When it comes to handling others money it is completely unacceptable especially for business customers. All my bills will now be late because no one can tell me what is going on with a transaction.Business response
10/24/2023
This appears to be a complaint for *********, which is affiliated with Middlesex Federal Savings Bank, not our institution.Initial Complaint
07/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been banking with NOVO business since 2021. Theres always a problem on the backend when you have questions regarding your bank statements or transaction activities. There has been fraud on my account since June 2021 and I am just catching it because of two unauthorized withdrawals/transactions that caught my attention to further investigate the company who has been withdrawing money from my account. I saw that the first time the unauthorized company withdrew money from my business account was on June 21,2021 in the amount of $28.61. Since there has been a total of 41 unauthorized transactions and totaling $1,487.26. Why I didnt catch it sooner is because the transaction ID said Amazon Marketplace and I know we order things on Amazon so it didnt look unusual. When I contacted Amazon on July 21,2023 of the transactions, they couldnt find the transaction ID on the amounts I described missing from my account. The transactions on my statements all had this phone number attached *************) instead of amazon appointed transaction numbers. When I called this 800 number, it asked for my social and banking information which was a huge red flag for FRAUD! It wasnt Amazon making those withdrawls since June 2021, it had been this fraudulent company. Now that **** knows the back story of this incident, they insist that since I didnt report those transactions within a time window, theres nothing they can do about it. But I have to trust an institution to make things right when something goes wrong with the money I place under their accounts. This hasnt been the case. I would like my business money back in full for each of those unauthorized transactions.You can find all transactions attached.Business response
08/01/2023
********* is operated by Middlesex Federal, which is a different bank.
I hope the consumer finds adequate resolution from the correct institution.
Initial Complaint
04/03/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Okay so in January I opened a bank account with novo business banking backed by Middlesex Savings ******************** I funded my account with an initial deposit of a $250 check I have not received my check deposit since the beginning of January it just became available today and they froze my account again with no explanation at all you can't get a hold of nobody they don't respond to you when you email support I would love for my $250 to be given back to me released in the check form as soon as possible the quickest way possibleBusiness response
04/04/2023
********* is NOT affiliated with Middlesex Savings Bank. It is affiliated with MIDDLESEX FEDERAL SAVINGS BANK headquartered in **********, **. Please redirect your complaint to the correct institution, and I hope you find satisfactory resolution for your issues.Initial Complaint
12/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
sir ***** I don't agree with the closing of my acct. All This is due to me requesting clarity on where over 10,000.00$ went out of my acct and the answer is my acct is being closed down . With no return of my missing diluted funds. And this was suppose to be Done on Feb 15 2022 and still nothing besides you all allowing more transactions to come thru as u all did on the 02/28/22 from sonesta in the amount of $1082.00 I am not responsible tht charge I did not authorize that . To my knowledge per your previous letter acct was closed. I disputed all duplicated atm charges because my acct only allowed me to withdraw a *******per day not a dollar more. And on acct u all have applied numerous atm withdraws that I know I did not do.. So this is what caused my to close. WHEN THE NEW YEAR MY ACCT Started with a Zero balance when I had ******* rolling over so confused... I just want my money back..Business response
12/23/2022
This complaint is for ********* which is affiliated with MIDDLESEX FEDERAL SAVINGS (which is NOT Middlesex Savings Bank). Please forward this complaint to the appropriate parties.Initial Complaint
07/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I would like to file a complaint against middlesex savings bank for refusing to make it easier for customers to add their digital payment methods to any mobile digital wallet app such as, ****** Pay by text verification codes instead of calling middlesex savings bank customer service directly by phoneBusiness response
07/26/2022
Please see attached response about ****** Pay.Customer response
07/26/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
**** DunkInitial Complaint
05/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My business banking account has several bogus charges. The bank is non-responsive regarding disputing the charges. Although the bank name on my account is Novo, the routing and account numbers are Middlesex Federal. The customer service representative at ********************** will not initiate the disputes, but referred me to *********. They admit that Novo no longer has a customer support phone number. I have tried to deal with Novo directly via email, but to no avail. My routing number and account number are ********************** Federal, but no one is providing the solution (removing the disputed charges from my account).Business response
05/03/2022
This is not our customer, but a customer of ********************** FEDERAL SAVINGS. Please redirect this complaint to the correct financial institution. Thank you.Customer response
05/04/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
01/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I had a mortgage with Middlesex Savings bank. Loan number *********, which I refinanced in November 2021 with a different bank and paid off the aforementioned loan. Upon settlement of the loan, I received an escrow statement indicating that I had been sent a surplus check for $123 in June 2021. I had never received that check, I had also noticed that I had been charged 3 *** payments for October 2021. So, I had called mortgage servicing to discuss a reissue of the $123 check and to find out why I was charged for *** three times at $167 each. The first time I called, I spoke with *************************. She stated that the check was showing as outstanding in the system and that they would stop payment and reissue. As for the *** issue, she spoke to her supervisor, **** Kobyak and stated that **** wanted me to call back. No check ever came in the mail, so I called again and this time, I spoke with ******* (last name unknown). ******* put me on hold and went to speak with ****. After speaking with ************************ stated that **** was going to have to mail me a form by **** that I would then have to notarize and return before she could stop payment and reissue the check. I found it hard to believe that this was actually required. As for the *** issue, I was again told to call back. Needless to say, no form ever arrived and I still have no check. I do not understand how an escrow account can be closed out with an outstanding check drafted against the account. I would like my money back.Business response
01/27/2022
We sent the attached letter to the customer on 1/26/2022. Below is a summary of the pertinent issues.
The escrow refund check is an official bank check that requires a notarized affidavit of loss for re-issuance. We provided the form to the consumer to complete. Once this form is received, we can re-issue the check.
The PMI premiums were to cover required premiums for private mortgage insurance until the loan was paid off; the three (3) premiums covered the calendar months (including any partial month) for September 2021, October 2021, and November 2021. The loan was paid off November 2, 2021, so a premium is paid for the month of November.
Customer response
01/27/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************Initial Complaint
11/09/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I filled out an online application at Middlesex Savings Bank on Saturday, November 6. One of these local bank branches is located in the city where I live, so I thought it would be a convenient bank account to have. I then received an email that my account was opened. I funded the account using $5 ACH transfer from my existing bank account, giving Middlesex my routing and account number of my other bank. Then, on Sunday, November 8th, I received another email welcoming me to Middlesex. Later that day, I received yet another email from Middlesex telling me that my account was closed "upon review" and that my funds will be returned. On Tuesday, November 9th, I both went to a Middlesex branch and called the number listed in the last email. Both people at the branch and the person on the phone stated that they can't tell me why the account was closed but it was a "business decision" by the bank. In fact, the phone people were pretty rude, even after I told them that I have never had bank issues, have a spectacular credit score, and am not aware of any reason why any bank would ever not open an account for me. In the meantime, even though I was told that $5 would be returned immediately, it has NOT been, so I'm still missing money due to Middlesex bank.Business response
11/10/2021
For account opened in-person or online, we normally run a background check to protect the bank against risks of loss, including (but not limited to) fraud, money laundering, individuals who frequently bounce checks or otherwise incur losses at other banks (these are examples, and not specific to this case). Based on information the bank obtained, we made the business decision not to open the account; as a private entity, the bank is under no obligation to open accounts for anyone with whom we choose not to to business. According to bank operations, the *** to initially fund the account was never credited to an account at Middlesex Savings Bank, so it likely credited back to the individual's account held elsewhere.
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