Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my taxes in 2025 for the 2024 return. I didnt receive my taxes back. They are not responding to my emails or chats. I had a date from the *** however I asked for a paper check and for some odd reason it was deposited into someone elses bank account. Now I have to file a claim with the *** because someone stole my money.

  

  Business Response

  Date: 03/18/2025

  Hi,

  We are sorry to hear your experience with our tax preparation partner hasn't met your expectations. At Novae, we strive for superior customer service and delivery, as you can see by our reviews and BBB grade. This compliant should have been directed to our referral partner, Taxable, and not Novae's business profile. Novae does not perform tax preparation nor have any of your personal information. We did however reach out to Taxable for a response since we need to respond to the compliant here with the BBB. Please see the following from their management team:

  "This client booked their initial appointment on Feb 1, and filed on Feb 2, 2025. There has been no contact until they reached out over the weekend on March 14, 2025, and were replied with an automated message letting them know we would get back to them (see attached). Also this taxpayers refund wasnt funded and the disbursement method is a check (see attached). Many taxpayers forget that the tax bank ***** disburses their refund. However this taxpayer got their refund taken by the *** due to a past due debt (see attached), which means if their state refund gets taken as well they will actually need to pay us for our services out of pocket. We have reached out to the client with no response as of yet."

  Based on the information, there seems to be a misunderstanding of the status of your tax return. Please respond to their call/messages so they can give you additional information and so you may pay your tax prep fee. You are asking for a refund in this compliant but you actually owe Taxable for their services. Please ask the BBB to take down this compliant from Novae's profile, as it is not a grievance with Novae. God bless and let us know if you have any further questions. Thank you.

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $150 to have CA State Tax Return filed. I paid the fee and have not received confirmation that my taxes have been filed or received a copy of the return. I paid on 4/29 and have not received an update since. The contact number is an auto reply text number at which just sends a text reply that someone will contact me. Today is 5/8 and I still haven't gotten a response. I have contacted the corporate number and the rep was unable to assist.

  

  Business Response

  Date: 05/08/2024

  We are saddened to hear your experience wasn't what you expected with one of our partners, Taxable. Novae isn't the firm that this negative review should be filed against; however, we have taken the liberty of contacting Taxable to get information regarding this incident.
  
  Our goal at Novae is always to strive to deliver on what we promise the client, as well as holding our partners to the same standard. Taxable is and always has been a reputable company.
  
  Please read the following summary of the interaction to conclude any confusion on the matter.

  From Taxable Management:

  I see the customer had 3 numbers on her account, and it looks like they have been contacting her on the 2nd line and also 2 emails to which a copy of her completed return was sent to her back on May 2nd when she reached out after paying on April 29th. She has since been spoken to and is fine now. She should have no issues removing her complaint due to the mixup in multiple numbers for her and multiple emails.

  --------------------

  If your issue has been resolved as stated by Taxable, we would greatly appreciate if you would request that this complaint be removed. Thank you in advance for your cooperation. We wish you well in your future endeavors and God bless!

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21685414
  
  I am rejecting this response because:
  Taxable did not send or contact either number and only had one email on file. It wasnt until I contacted BBB and provided my 2nd email that I received a call and my return was completed and emailed to me this evening. I will not remove the complaint although my issue has been resolved. 
  I should not have had to report the company to the BBB to receive a response. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/08/2024

  Thank you for your prompt response.

  The issue here is you have filed a complaint against Novae, this is not the company you have a grievance with. That's why we are asking you to request the complaint be removed. The complaint should have been filed against Taxable if you feel that you were wronged. We certainly hate you had this experience but your complaint counts against our public perception and we weren't responsible for the issue. Please consider redirecting your complaint.

  Customer Answer

  Date: 05/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my taxes done through preparer #*** this lady was nice at first and I never used her before it was through a referral. I never saw my tax papers until April 1st first complaint. She lied said she emailed them she didnt email them until April 5th after I fought with her all week because I have disability issues and I have epilepsy seizures I told her I get confused easily and I told her for the year she was talking about the month the income I made for 2023. I emailed support they did nothing because she finished the job after I said Ill get my lawyer and my husband cussed her out she put on my taxes that I made ****** for the year and I only made *****. She also said I dont need a schedule SE form I said do. Her miscommunication which she stated I admitted to making the mistake all I said was I get confused easily its still her job to make sure everything is correct by going over it with me her mistake cost me my disability I been on for 20 years that Im fighting to get back. I have over 103 screenshots its too much to upload.. I just want my money back for the tax services if I can somehow put it in a pdf Ill upload anything the whole thing she only finished the job as well after I reported her to two ppl that work with her and they even confirmed she was wrong. The irs said she was wrong.

  

  Business Response

  Date: 04/19/2024

  We are saddened to hear your experience wasn't what you expected with one of our partners, Taxable. Novae isn't the firm that this complaint should be filed against; however, we have taken the liberty of contacting Taxable to get information regarding this incident. Our goal at Novae is always to strive to deliver on what we promise the client, as well as holding our partners to the same standard. Taxable is and always has been a reputable company. Please read the following summary of the interaction to conclude any confusion on the matter. Screenshots of communication between the client and Taxable have been included for supporting documentation with this response.

  From Taxable Management:

  Hello, 
  

  She admitted to being confused about the amount she reported for her yearly income with her monthly income, and claimed it was due to her epilepsy. 
  She then asked for an amendment, something that generally cost, that was provided free of charge, to accurately report her income. 
  She then asked for a particular form to show to ********************** (SE Form) to gain her benefits back, in which she didnt have such a form because she didnt owe self employment taxes. She was explained this but didnt seem to understand, and was informed the only way such a form would generate is if she owed taxes and her expenses she informed us of were removed as well. Too this 2nd amendment was done at no additional cost. 
  She was emailed over a copy of her return the moment she filed in addition to having a copy in the app, in addition to repeated copies being emailed over to her. 
  In actuality this customer should be paying for all of her amendments, let alone asking for a refund. No refund will be issued in this case.

  We certainly hope the situation you face with the *** can be resolved to your liking. Please reach out to Taxable for any further information regarding your prepared taxes. But we wish you well in your future endeavors and God bless!

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21583459
  
  I am rejecting this response because: 

  if you look at the pdf theres 84 pages this woman only did her job directly after I mentioned a lawyer she said I couldnt a se form shes a liar! I want my money back for the services she mishandled my money and I will *** if not resolved sorry but this isnt good business at all I didnt admit to any fault I was talking about the year she was talking bout the month maybe if she did her job correctly and maybe if you didnt list novae in your link in your email then I could of filed the right company but you are affiliated as I know two ppl that work for novae I sent them everything and said that tax preparer #*** was in the wrong period she didnt do her job and refused too until I mentioned a lawyer. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/19/2024

  We are sorry that you don't agree with Taxable's decision regarding this matter. You can contact them at ************ by phone, email them at ***************** or visit their wesbite page at *******************************. God bless.

• Initial Complaint

  Date:03/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: February 2023 The amount of money you paid to the business: ****** and I charged back this amount through my bank.What the business committed to provide you: Credit repair and to become an affiliate to sell products What is the nature of the dispute: Novae advertises that it will charge ****** with an option to pay the 199 monthly at ***** a month. However, the app took the full amount of ****** and did not give me the option of ***** monthly. In the letter provided by Novae they do not explain the policy of refunding nor canceling. I found out that the company is a pyramid scheme. I told the representative I did not have the time nor want to sale under the pyramid. I reversed charges with my bank because I did not want to sell in a pyramid scheme nor did I want to continue paying them money for services that I do not want rendered and asked to cancel. They would not end the contract and since I charged back the amount, I agreed to settle for the ***** chargeback and requested a proration of fees from February to March, with an itemization of services rendered. They are threating to report the ****** + 50 chargeback fee to the credit bureaus. Ive only agreed to pay for the charge back and any proration, because *** requested to cancel and opt out of the affiliation. To which they will not cancel.Ive communicated with the business by email and by phone. In the email communication, Ive explained I will send a check for the charge back fee of *****. However, I will not provide them my credit card via email under the terms which they are asking me to settle for at ****** and a continued fee every month thereafter. *** requested them to send me a letter of cancelation and with that, I would pay a prorated amount for 3-weeks of service. However, I am not going to allow them to charge me for services that Ive requested to opt out of. They are threatening to report to the credit bureaus. The company is a pyramid scam.

  

  Business Response

  Date: 03/25/2023

  Hello Sauntee,
  
  
  You enrolled with Novae on February 15, 2023 through our website www.novaemoney.com for the Direct Sales Affiliate Basic Program here - ***********************************************************. Our website provides the terms and conditions of your potential relationship with us as an affiliate prior to enrolling. Those terms can be found here - *******************************************************************. These terms and conditions clearly state the nature of our business including our cancellation and refund policy. Prior to you being able to check out in our shopping cart you must agree to our no-chargeback and refund policy, which you did agree. By calling to reverse the charges with your bank after you agreed to our policy and had access to our platform is considered fraud. Despite your claim, Novae is not a pyramid scheme. Novae is a direct sales company that is licensed to do business in all 50 states where required and holds an A+ rating with the Better Business Bureau. Accusing Novae of being a pyramid scheme is a libelous statement and we denounce such. Further proof of the erroneous nature of such claim, anyone can take a look at all the links on our webpage In the News here - *************************************************** to see all the recognition from very notable 3rd party sources featuring Novae. Further, your membership with Novae was terminated when you performed the fraudulent chargeback against our company. We would have not continued to charge anyone that charged back any purchase, that would mean you could continue to chargeback the charges. The call you received from our compliance department requested that you reverse the chargeback and pay the $50 chargeback fee. We do not understand your request to pay a prorated amount for 3 weeks of service. The $50 is a fee for your fraudulent chargeback. To conclude, your account was terminated March 16th due to the fraudulent chargeback. Our records show we just spoke to you on March 21st and March 22nd. On March 22nd you stated I am reaching out to settle a debt. I will not be signing the authorization form because it stipulates that I agree to allow you to continue to charge my account and continue with the program. As stated, I requested to opt out of your program in February, because I do not want to sell in a pyramid scheme. I will settle over the phone for payment and termination of the contract We would have preferred you contacted us to settle your payment rather than submitting a complaint to the Better Business Bureau. Please retract this complaint. We will have someone reach out to you this week to settle your debt again. Thank you for your assistance in this matter.

• Initial Complaint

  Date:02/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A Novae agent did my income tax return.Paperwork provided by Novae showed i was to be refunded an amount. What was deposited in my account today was considerably less and I Suspect fraudelent activity. I have all proof to support my claim.

  

  Business Response

  Date: 02/28/2023

  Hello *******,

  We had someone on our customer service team reach out to you yesterday to discuss the information we have from our Tax Preparation partner, Taxable. We do not perform tax services at Novae. We are only a direct sales company that markets fintech services (financial services) to consumers and small business owners. So this compliant should have not been brought against our company but we are responding since it was submitted as a formality. From our call with you yesterday it just sounds like there was some confusion with the amount of money you were expecting to get with your tax refund. We have attached all the documentation from our tax services partner that outline the services performed and the associated fees. 

  The report says her refund amount was $6,119. You requested an advance of over $5,000 of which only $500 was approved and paid to you. That leaves $5,619. The tax prep fees are $849.99, which leaves $4,769.01. Less than $80 in MISC fees leaves you at the deposit amount of $4,690.83. The attachment "Payout Details" shows the two payments, including the fees, that add up to your total refund just mentioned here.

  Based on the call with our customer service team yesterday, you understand this now and understood that this should not be a complaint. Please communicate with the BBB and ask them to remove this compliant against our company as it does negatively affect our credibility. We are here to assist you in any way with the additional services we provide and if you need help further with this situation. Good luck in your future endeavors.

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with this company October 3 2022. I paid $239 to sign up for their credit repair program. I filled out all the information required to complete the onboarding process. I was charged the monthly payment of $89 on November 3 2022. I reached out to the agent that signed me up for the program on November 18 2022 asking her did she know if my credit was being worked on or not she advised me to log in into the Novae portal and I should be able to view the action that was taken there. When I logged in I noticed the portal stated my credit hasn't been viewed or worked on since October 3 2022 that's the day I signed up. So before I let them charge my card again for December I viewed the portal again and of course the date my credit was viewed was October 3 2022. So I decided not to Pay for the month of December due to them not holding up their end of the contract. On December 6 2022 I received an email stating my account has been closed and I was fine with that. I made my mind up I was gonna just let it go but acknowledging that this was definitely bad business. On January 5 2023 I was charged another $89 and after seeing that charge I immediately reached out to their office but was unable to get an answer so I called one their agents by the name of ****** and explained the entire situation to her she immediately got customer service on the phone. She informed me my account was not closed but could not give a reason why my account has not been worked. The agent (******) asked her to investigate and see why this happened to me but she quickly told the agent there was no way she could look and see because they were switching over to new programs or software. The customer service rep told me she had to talk to management about a refund but only $89 was approved. Due to lack of accountability I want all my money back. They told me they had a 10 day refund policy but no service was ever done for me I need a full refund in the amount of $328.

  

  Business Response

  Date: 01/09/2023

  Hello ********,
  
  Thank you for reaching out about this. 
  
  We do see that you enrolled for the Novae Money services on October 3, 2022. However, you did not enroll for credit repair services. Please note that Novae does not sell or take money to deliver credit repair services. Novae does help customers by offering the features detailed on the Novae website, helping customers analyze their credit reports, provide education on what they could do to potentially improve their credit, and offer complimentary document services with an active Novae Money membership. 
  
  You did receive access to all services for which you paid, which includes Financial Education Emails, Wealth Guide, Debt Elimination Software, Online Budgeting Tool, ************************** Access to Primary User Tradelines, ********************** Credit Score Tracker, Credit Score Builder Planner, Credit Score Master Simulator, Identity Theft Protection, $1 Million in **************** etc, as outlined in your initial welcome email and the agreement you signed on October 5, 2022. This was reiterated to you when you requested the refund for your most recent payment, which was granted, by phone with our Support team and again when you requested a full refund by text.
  
  While the document services that are meant to assist in challenging any derogatory, erroneous, or obsolete items that appear on your credit report are complimentary and are not covered in your enrollment or monthly payment, we understand your dissatisfaction with not being able to take advantage of them.
  
  The Support team member you spoke with also iterated the 10-day refund policy which is stated both in the agreement you signed upon enrollment on October 2, 2022 and in the client agreement you signed on October 5, 2022. The additional refunds you requested on January 5, 2023 did fall outside of this time frame since they were processed on October 2, 2022 and November 2, 2022. 
  
  However, we have refunded both additional payments to the card on your account ending in **** in the amounts of $239 and $89. Please allow 3-5 business days for your refunds to post to your account and this depends on your bank or credit card companys process. 

  Customer Answer

  Date: 01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  **********************************************************

• Initial Complaint

  Date:08/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 17 I was signed up for this credit monitoring company. I never gave anyone consent to do this. I have several charges and fees. I saw this and my card was turned off DUE to fraud and my credit card was also charged . September 1 no HELP AS PROMISED ON THEIR WEBSITE. This is HORRIBLE. They allowed someone to sign me up online without my consent. I have been hospitalized Please help me. I want all of my money REFUNDED. I'm sure this was a ERROR but very costly for a DISABLED person. I have tried to cancel this subscription membership and nothing has worked so far. THEY keep you on hold for hours. Please help JULY 17 $239 WAS TAKEN FROM MY ACCOUNT. AUG 22 $89 WAS ILLEGALLY DEDUCTED. PLEASE REFUND ALL OF MY MONEY. I UNDERSTAND THAT COMPANIES MAIN CONCERN IS MONEY BUT IT SHOULD BE LEGALLY AND ETHICALLY RETRIEVED. THEY SHOULD HAVE CONTACTED ME SOME how FOR MY APPROVAL. I JUST WANT AND NEED MY MONEY REFUNDED

  

  Business Response

  Date: 10/24/2022

  Thank you for your feedback but it appears to be conflicting information with what we have on our system. You logged in on August 31, 2022 to your customer portal and submitted a request to cancel your membership. The only message to our support team was - Question : I NEED TO CANCEL MY SUBSCRIPTION NOW. Our support team responded asking for more details to confirm cancellation and your response later that day on August 31, 2022 was As of TODAY AUGUST 31 I AM REQUESTING THAT MY MEMBERSHIP WITH YOU ALL IS CANCELLED AND DO NOT AUTOMATICALLY WITHDRAW ANY FUNDS FROM MY BANK ACCOUNT. PLEASE SEND ME A CANCELLATION CONFIGURATION. THANKS SO MUCH. After this message, our company did not charge the customer any further. So the allegation that our company allowed someone else to enroll her for our services is erroneous. Furthermore, on September 13, 2022 she called in and spoke to someone on our support team and here are the notes - ******************************* answered the security question to verify her account. To validate her account, ******************************* responded to the security question. ******************************* is asking for the cancellation of her account as well as a return of the $239 from the enrollment in July and the $89 from the August autopayment. When I looked through ******************** account, I saw brief entries in the system log showing the addition and deletion of credit card information. ********* stated that she hasn't had access to her account because she's been in the hospital since July 4, 2022. Since she had recently been hospitalized and asked for a reimbursement. I put her on hold as I read over the 10 day refund policy before giving her any details. Reiterating the 10-day refund policy, I picked up the phone again. She asserted that she would file chargebacks with her financial institution to challenge the charges. I requested ******************** consent before putting her on a temporary hold so that management may conduct further research and analysis. Additionally, we looked over *********'s portal and let her know that she had used our services. On July 17, 2022, she entered the portal and finished the onboarding process. ********* declared that she did not impersonate herself and that she would speak with her bank about chargebacks. She also admitted that she was not angry with me and that I was simply going about my business. She said that the corporation shouldn't do business if $300 was a huge problem to Novae. I told her that upper management would be helping. The consumer cut off the call in the middle of the transfer. Based on this communication it is clear that the customer had enrolled for our services and was attempting to get a refund even after access to our platform had been granted and used. The customer then submitted a chargeback to their bank for the charges. To prevent extending the issue or taking legal action, we did not fight the chargeback to allow the customer to maintain the refund to resolve the issue.

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Novae did absolutely nothing to fix my credit. Charged $140 odd dollars to do not a **** thing. They sent an introduction link to set up the profile. I didnt everything I was supposed to do and the profile was saying only 80 % loaded. I contact customer service and was never able to get a hold of anyone. Until I filed a dispute with my bank to return the money then they reached out at almost the end of the month to tell me that they are going to begin working on the case. Completely unprofessional.

  

  Business Response

  Date: 10/24/2022

  Thank you for your feedback and we appreciate you initially deciding to enroll for our Novae Money membership. As listed on our website, we do not perform services to fix your credit but we do provide education, software, and tools to assist in addressing problematic items that *** be affecting your credit score. On August 4, 2022 you called our office and these are the notes from that interaction - ************************* answered the security question to verify that this is her account. She called upset wanting a refund. I let her know that she is outside of the 10-day window. She stated she is going to BBB because we didn't work on her account. I tried to explain that she didn't follow the correct steps in the process and we could help her. She was so irate she would not let me talk and cussed me out. She said she was with another company and she got letters in a week and we need to call her and not her call us. I asked her to refrain from cussing and she disconnected the call. When customers enroll with us, there is a specific process involved in utilizing our services and the customer was not satisfied with our process. There is a 10-day refund policy, detailed on our website and in our customer agreement upon purchase which the customer agreed to. Shortly after, the customer submitted a chargeback to their banking institution and did receive a refund claiming fraud. We did not respond to the chargeback allowing the customer to maintain the refund to resolve the issue. The client has received the initial funds back to their bank account in the amount of $139.