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:05/12/2025

  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.

  April 28th 2025 they charged me twice the amount of $17.50 for a card fee they claimed was another merchant, and the the same day $10.50 which was listed as another card fee and when I called they said was another merchant . The said that ***** charged me $100 on May 9th and I looked on my Apple Card and on my apple account and apple disnr charge me, they took it and then they said **** ***** charged me the following day for the exact same amount I paid in groceries the day before $262.66. There is one person who answers the fraud line and despite all this fraud, she kept telling me couldnt do anything and I needed to contact the merchant. The merchant doesnt have my money- they do! Not only that but the largest amount of fraud with **** ***** is still processing so that is exactly when they could stop the transaction. I am just sick to my stomach. Im a single mom and this is all we have.

  Business Response

  Date: 05/19/2025

  We understand your concern and appreciate your patience. A pending transaction appears when a merchant has authorized a charge, but the funds have not yet been fully settled or posted. This is a normal part of the payment process and is controlled by the merchant and payment networks, not B9. Unfortunately, we are unable to expedite or cancel pending transactions on our end. The transaction will either finalize and post to your account or expire and be released.

• Initial Complaint

  Date:05/01/2025

  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 signed up for direct deposit with B9. My money is in my B9 account and I cannot access it. I tried to validate my PA id through their app and it would not go through. My id is valid not expired nor faded or messed up in anyway. I got paid today and need access to my money to get gas for work. I paid 3 for premium support which claims to have a response time of an hour or less and haven't recieved a response for hours, additionally I sent an email which hasn't been responded to, and called the customer helpline. I told them I can also provide my social security card and birth certificate if need be. Finally hours later I was able to reach someone who took my information but told me they had to forward it to the it **** and that it may be hours or even days before I can access my money. My only option currently is ACH transfer which has a turn around time of 1 to 3 business days which I most certainly do not have the time for. I have work in 3 hours. I am by no means saying this is a horrible company I haven't been with them long enough but customer service and the app/verification process could be a whole lot better. I have multiple valid versions of ID and just want access to my own money.

  Business Response

  Date: 05/05/2025

  We have reached out to this customer privately and are attempting to resolve the matter. We unfortunately cannot discuss the matter in greater detail due to privacy regulations.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23272909
  
  I am rejecting this response because: i haven't been "reached out to" that is a complete and total falsehood. As previously stated i emailed called and even paid 3 dollars for "premium support" when I finally was able to reach a live human i was told the issue was forwarded to their IT **** and that the IT **** cannot be reached by phone. Since receiving that response I haven't been contacted even once. I have sent numerous other follow up messages and all that happens is they roll them up into the regular ticket and close them. The IT **** may be busy im sure I don't know how many people they employ but no one is that busy that we cannot have to come upon a resolution by now. I opened this complaint Thursday it is now early Tuesday morning. I haven't had access to my money, I even lost a day of work to not having Gas to get to my job due to not being able to use the virtual card. Frankly it's getting ridiculous. I even contacted the bank that works with them *********** and trust and recieved no response from them as well. The issue has not been resolved and im beginning to believe that they do not want it to be resolved. I initially believed that they just had bad customer service and maybe are understaffed. I am now beginning to believe that it's actually being done with some malicious intent especially after reading their response to you. I would like to reiterate they have not contacted me everything the wrote in response to you is a lie and the reason they "can't speak about it" is because they haven't done a thing about it there's nothing for them to say. Most banking apps take chime just for example give you immediate access to your virtual card day 1 there is no reason that it is Tuesday when I got paid Thursday and I still can't use my own money. 

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

  Business Response

  Date: 05/06/2025

  Weve contacted the customer directly and are actively working to resolve the matter. If the customer hasnt received the message, we kindly ask them to check their spam or promotions folder for an email from ****************** Due to privacy regulations, were unable to share further details publicly.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23272909
  
  I am rejecting this response because: still haven't been reached out to, issue hasn't been resolved. Most banking applications offer virtual cards day one of signing up for the app without virtual id verification. I've offered to send them pictures of my id ss card and or birth certificate. I also do not understand why their IT team can't just email me instead of going through the application.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:04/27/2025

  Type:Sales and Advertising 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.

  B9/Evolve Bank received my DD on *********, my birthday, the day my license was expiring and the day before I had to bury my brother! This was our first interaction and the system took the front and back of my Federal ID badge and validated it not once but twice. But system wasnt happy, so I had a picture of my state ID, which they said they didn't want a picture of a picture, but I figured it would just corroborate the Fed ID, it too was validated twice. yet they wouldn't release my funds, even after I volunteered all the extenuating circumstances I had occuring, and this was my spending money from my check being held hostage. As of now 8:57pm cst., Sunday evening, I can't access my funds. And they keep pushing messages for me to connect my account and my response each time is how did the money get in their hands then , duh.

  Business Response

  Date: 05/05/2025

  We apologize for the hardship that this customer have been experiencing. The underlying issue in this complaint has been resolved.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23257294
  
  I am rejecting this response because: My money was moved ACH finally, but in the maentime the fat remains that their system verified both of my ID's twice and there was no excuse not to release my funds.  I missed a family members interment service and my appointment the next day at *** to renew my license! So the state ID was still good that night and the initial ID used was my Federal work ID.  It said government issued ID and that's what I presented.  The fact that I was sharing the strain this was putting on my emotional state, was unmoving for them because they just kept sending emails saying the case had been combined , but combined with what?  Did it matter this was my weekend spending money and the kept it hostage for several days and then had to move it ACH which was a 1-3 day process.  So no I'm not satisfied because if the machine said both validated , then what factor makes the human being say not good enough, with or without Federal ID.  Sounds almost discriminatory.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/06/2025

  We sincerely apologize for the hardship this customer has experienced. In accordance with regulatory requirements, were unable to proceed with the account unless it is fully verified and a valid, eligible physical ID is accepted by our system. We also regret that the *** return process took longer than expected and appreciate the feedback were actively working to improve our processing timelines.

• Initial Complaint

  Date:04/22/2025

  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.

  I OPENED AN ACCOUNT WITH ********************** UNDER THE IMPRESSION OF GETTING A CASH ADVANCE AND PAY AN 11 DOLLARS MONTLY FEE AND THAT WAS IT. THEY TOOK 500 DOLLARS OUT OF MY PAYCHECK TWO DAYS BEFORE IT WAS EVEN DEPOSITED INTO MY ACCOUNT WITHOUT MY ********* AND THEY ARE NOT LETTING ME CLOSE THE B9 ACCOUNT . THEY ARE NOT REFUNDING ME MY MONEY. I HAVE BILLS TO PAY. THIS IS HIGHWAY ROBBERY.. I HAVE CAR INSURANCE AND A MORTAGE TO PAY.. I NEED MY MONEY

  Business Response

  Date: 04/24/2025

  We appreciate this customer bringing their concerns to our attention. We understand the seriousness of the complaint and take these matters very seriously.
  
  We have reviewed this case and would like to clarify how our system and services work. When a customer applies for a cash advance with **********************, we require them to connect their payroll provider to verify employment and income. This step is fully disclosed during onboarding, and the customer is informed that they are authorizing a redirection of their direct deposit to their B9 account as part of this process. This is not done without their explicit input and confirmation within the app. B9 does not and cannot unilaterally change a customers payroll settings.
  
  We do not have access to customers payroll credentials. Payroll connections are facilitated through a secure third-party service provider, and access is only granted when the customer chooses to provide it. We do not modify payroll settings or take any action without the customers knowledge.
  
  We understand the customers frustration and appreciate the opportunity to respond. We have reached out to this customer privately and are attempting to resolve the matter. We unfortunately cannot discuss the matter in greater detail due to privacy regulations.

• Initial Complaint

  Date:04/21/2025

  Type:Customer Service 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.

  Dear B9 Cash Advance Compliance Department,This correspondence serves as a formal and documented inquiry regarding the protracted and ultimately unsuccessful attempts I have made to secure access to my B9 Cash Advance account and obtain pertinent information related thereto. Despite multiple interactions and the provision of requested details, my account remains inaccessible, and the assistance promised has not materialized.I find myself compelled to express my profound disappointment with the level of service I have experienced. My efforts to engage with your support channels have consistently led to requests for further information, which I have diligently provided in a timely manner. However, these submissions have seemingly entered a perpetual cycle of review, never culminating in a resolution that would grant me the access I require or clarify the reasons for the ongoing impediment.The lack of a conclusive outcome, coupled with the repeated requests for information without subsequent action, suggests a systemic inefficiency or a fundamental inability to address my concerns effectively. This situation is not only frustrating but also raises questions regarding the robustness of your customer support protocols and the transparency of your operational procedures.Therefore, I respectfully request a comprehensive explanation for the continued inability to unlock my account and the precise reasons why the information I have already furnished has not proven sufficient. Furthermore, I seek a clear and definitive course of action, including a realistic timeline, that will lead to the prompt resolution of this matter.I trust that B9 Cash Advance values its clientele and is committed to ensuring a seamless and reliable user experience. I anticipate a prompt and substantive response to this formal inquiry, outlining the specific steps that will be taken to rectify this situation and provide me with the access and information I rightfully expect.Sincerely,

  Business Response

  Date: 04/24/2025

  We sincerely apologize for the hardship this customer has experienced. We have carefully reviewed the concerns raised and have provided the customer with a detailed explanation. At **********************, we value transparency and are committed to providing clear and respectful communication. However, due to privacy regulations, we are unable to discuss account-specific details in a public forum.

• Initial Complaint

  Date:04/12/2025

  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 downloaded B9 app from Apple App Store. They requested access to my payroll software by me entering in my username and password. I did this believing they were verifying my income. Instead they attempted to hijack my payroll by changing my direct deposit info to their bank. They deny doing this however I dont have their bank account info. How would I have changed it and WHY would I deposit my entire check to them when I was borrowing $100? I gave them a 1 star review on *****. Today I received and email from ************************ saying they were ***** and the business had replied to my review. I believe this was them impersonating *****. Unfortunately I clicked the link before I thought about it. My review ended up somehow being deleted after I clicked the link and I realized it must have been a scam. I also lost connection to the App Store until I changed my password. Im not positive that it wasnt Apple but that doesnt appear to be one of Apples email addresses. I reported it to *****. These people are the scum of the earth. Anyone that makes a living off scamming people should be sent to a N Korean work camp.

  Business Response

  Date: 04/16/2025

  We appreciate this customer bringing their concerns to our attention. We understand the seriousness of the complaint and take these matters very seriously.
  
  
  We have reviewed this case and would like to clarify how our system and services work. When a customer applies for a cash advance with **********************, we require them to connect their payroll provider to verify employment and income. This step is fully disclosed during onboarding, and the customer is informed that they are authorizing a redirection of their direct deposit to their B9 account as part of this process. This is not done without their explicit input and confirmation within the app. B9 does not and cannot unilaterally change a customers payroll settings.
  
  
  We do not have access to customers payroll credentials. Payroll connections are facilitated through a secure third-party service provider, and access is only granted when the customer chooses to provide it. We do not modify payroll settings or take any action without the customers knowledge.
  
  
  We understand the customers frustration and appreciate the opportunity to respond. We make every effort to be transparent about our process and terms, and we do not take actions on behalf of our customers without their consent. We are continually working to improve our customer experience and welcome any further questions the customer may have.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23195100
  
  I am rejecting this response because: from the hundreds of complaints, its clear that your notification needs to be clearer and that youre intentionally making it unclear. Its clear from your banks disclaimer that theyre also aware this is a scam and thats why they require a letter of indemnity to get your money back-for those that dont know what that is-it releases the bank from all liability. I have never needed to complete a letter of indemnity to withdraw my own money. Can you please respond in writing that you didnt email me pretending to be Apple? 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/22/2025

  We appreciate the opportunity to provide additional clarification in response to this customers follow-up.
  
  First, we want to firmly state that B9 did not send any email pretending to be Apple, nor do we have the capability to impersonate Apple or send communications from Apple domains such as ************************* If the customer received a suspicious email, we advise to report it to ***** directly, as B9 is not involved in that communication in any way.
  
  We understand the customers concerns and frustration. While we respectfully disagree with the characterization of our process as a scam, we take all complaints seriously and continuously evaluate ways to improve clarity and transparency in our communications.

• Initial Complaint

  Date:04/08/2025

  Type:Sales and Advertising 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.

  First off I'm not even sure to be honest how my check got switched to this app. They got my direct deposit and, first off, they charged me a few of $12 most companies are nice enough to waive any fees with a direct deposit. Second, they said... After they took my transfer, that my id can't be verified. They WILL NOT let me touch MY MONEY in any way shape or form. I had to reach out to customer service to wait 24 hours for them to reach back to me. Unless I pay $3 , then they'll get back to me in an hour. So I'm order to get immediate, well quick, customer service I have to pay for it? That is the most ridiculous things I've ever heard. I am freaking out right now. It took me over a week to track my check down and now I can't believe I finally found out and can't even touch it. This app is no good and should be taken off the market. They are playing to desperate people that need a cash advance from time to time and can't get one anywhere else so they'll pay these outrageous fees. It isn't right. They are despicable and outta be ashamed of themselves but they are too busy counting all this fee money they are raking in off of desperate ********** people.

  Business Response

  Date: 04/11/2025

  We apologize for the hardship that this customer and their representative have been experiencing. The underlying issue in this complaint has been resolved.

• Initial Complaint

  Date:04/04/2025

  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 received a wire transfer of $10,000, which is within my banking limits. After the funds became available, I sent an *** payment of $5,000, which is the maximum allowed per day. A few minutes later, I received declined notifications for previous online purchases and realized my account had been frozen without any communication. This happened on March 31. I reached out to customer support through online chats, and they only replied with, "Thank you for your patience; we will get back to you with any information." Two days later, they contacted me to inform me that they were investigating my account. They asked questions about the merchant sending me the wire transfer and the merchant to whom I sent the *** payment. They inquired about my occupation and annual income, and requested a selfie of me holding my ID for verification purposes. They concluded by saying, "Thank you; we will get back to you with more information," leaving me without further communication. I have been responding daily to their emails, requesting information on when my account will be unfrozen. Each time, they reply that they are sending my case to the appropriate department and will inform me once they have any ********** a B9 user, you may wonder what limits are in place for various transactions.Wire transfers Outgoing Daily Limit: $40,000 Outgoing Monthly Limit: $100,000 There are no limits for incoming Wire transactions Only fully verified clients have access to Wire transfers.*** Limits 1. *** transfers from your Account to other bank account using the ********************** App:For new accounts which are open less than thirty (30) calendar days from the date of the first transaction: $2000 daily/ $7500 monthly.For seasoned accounts (opened more than 30 calendar days ago from the date of the first transaction): $5000 daily/ $15,000 monthly.

  Business Response

  Date: 04/16/2025

  We apologize for the hardship that this customer have been experiencing. The underlying issue in this complaint has been resolved. This customer is encouraged to contact us directly if they require further assistance.

• Initial Complaint

  Date:03/27/2025

  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.

  On 3/17/2025 I used my B9 virtual card to place 2 pick up orders at ******. One was for $45.75 and the other for $8.69. I noticed on 3/18/2025 I noticed that the order was charged twice with the second charge processing and shows the purchases were made in *************. I live in ****** so I thought this was strange so I reported it and spent days on the phone. Come to find out after speaking with target representatives twice there is zero record of a second transaction. As of today 3/27/2025 my funds for the second accidental transaction are still "processing". I called B9 again to see what is going on because right on the transaction it says the funds can be processing up to 7 days. The representative told me flat out that Target is lying to me and they charged me twice, which they are not because I have checked my target account as well as has another representative check they're system with zero record of the second transaction. I was told B9 doesn't even have the "capability of authorizing transactions", however B9 is capable of glitches and issues with they're systems which was also revealed to me today by the representative. The glitch? Every single state experienced issues with ATM withdrawals, customers out they're cards into the **** made a withdrawal and never received the money. So B9 IS capable of having technical difficulties which is what I believe my account experienced and was told that the "projected return date" of my funds is April 17th, contradictory to what tha app says and I was told that there's nothing else I can do but wait but he also added that "the funds could be released at any time" which was also contradictory.

  Business Response

  Date: 03/31/2025

  We are continuing to monitor these transactions but as we previously stated, we are unfortunately unable to take any action while transactions remain in a pending status. These rules are not unique to B9 but are imposed on all card issuers by ****. We understand this customer's frustration; however, blaming ********************** is misguided. B9 does not have control over the release of pending funds. When a merchant places an authorization hold on your account, it typically expires within a set timeframe if the transaction is not finalized. The exact duration depends on the merchant and card network policies. In this case, the authorization should automatically expire by advised date unless the merchant finalizes the charge sooner.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23125033
  
  I am rejecting this response because:
  The merchant did not place a hold on my account for this additional charge and had nothing to do with the second transaction which they have zero record of. It does not take 30 days for an accidental charge to clear. 
  Sincerely,
  
  ****** Benz

  Business Response

  Date: 04/03/2025

  We understand your frustration regarding this matter, and we appreciate the opportunity to clarify the situation.
  The charge you are referring to appears as a pending transaction, which means it has not yet been finalized by the merchant or the payment network. While we acknowledge your concern that the merchant has no record of an additional charge, pending transactions are managed by the payment processor and card network (in this case, ****** not directly by B9.
  If a transaction was initiated but not finalized by the merchant, it may still appear as pending on your account until it is either settled by the merchant or automatically released based on Visas standard authorization hold timeframe. This timeframe varies depending on the type of transaction and the policies set by the payment network.
  We understand that waiting for an accidental charge to clear can be frustrating. If the merchant confirms they did not process the charge, we recommend reaching out to them for further clarification or requesting that they send a release request to ***** In many cases, this can expedite the process. If the transaction settles incorrectly, you may be eligible to dispute it through B9 once it posts to your account.

• Initial Complaint

  Date:03/15/2025

  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 recently received my paycheck through direct deposit. When i looked at my account the balance was $0. My direct deposit was $1,578.90. I checked into my history and noticed that someone has made transactions without my knowledge for $19.99 and $1.99 (3x)= $5.96 with this merchant: JOYME PTE. ***. *******. They have made $19.99 (77x) = ********. When i found out this happened. I immediatley contacted customer service. It was only providing me through chat and no phone number. I have been trying to get a hold of them for 2 days now going to 3 days. I have also requested to be called. No one has called me or try contacti g me in regards to this matter. So today i reached outyet again and paidfor the premium so that i would be priority. I only have until march 29 for this to end. Yet they are so slow in the process and i just recently received a form to fill outforthe fraudulent activity and the dispute. I am very frustrated that this has happened to my account. Theytook all my money. Customerservice is takingthislightlyand is not making this any easieror better. I need to be reimbursrd immedatley and this matter needs to be taken cared of and not taken lightly. This is my whole paycheck downthe drain. This is uncalled for. I need customer service to take this matter a priority. Its unfair all my hard earned money taken away from me.

  Business Response

  Date: 03/17/2025

  We have reviewed the customer's complaint and confirm that the issue is being addressed. Dispute resolutions may take up to 45 days, and we will contact the client directly once we have an update.