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:10/12/2024

  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.

  I tried to use this as a chime advance - but they decieved me and made me switch $100 of my payroll to them. After that the account froze and I had complications. i tried to close my account the representative did it but he did not tell me they could not stop the deposits and I would not have access or could not regain access to stop. The website says one thing the representative lie and say another

  Business Response

  Date: 10/21/2024

  We have investigated this complaint and have reached out to this individual privately in an effort to fully resolve the matter. The statements in this complaint are not consistent with our records. We therefore strongly encourage this customer to work with us to resolve the matter fully. We strive for full transparency. It is our policy to fully disclose all expectations and limitations during the customer onboarding process. This customer should have been fully aware of all account limitations given our procedures and level of transparency. We are continually striving to improve our services so we strongly encourage this customer to respond to our recent correspondence.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22413658
  
  I am rejecting this response because:  

   

  this company is operating on deceptive practices. They advise customers they have obtain an advance however they bait you to have a portion of the check sent directly to you. When having a conversation with the company they provided nothing BUT obstacles and lies. First per the website it advises to stop simply email them, when emailing them I have over 15+emails of the representative being dismissive. 
  for me I contacted my job who saw the deposit entry to this company and simply removed it however for customers whos income comes from the government it might not be as easy. This company has no true purpose other than trying to take funds from citizens 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/06/2024

  This complaint has no basis in truth. We unfortunately cannot provide specific details due to privacy concerns; however, we can state that our internal records do not support the statements in this complaint. This person is encouraged to respond to our messages if they wish to resolve the matter.

• Initial Complaint

  Date:10/01/2024

  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 was charged a monthly fee on September 25th and another monthly fee on September 30th; that's ***** in monthly fees in 5 days. I had ***** in my account and ********************** took everything in my account for monthly fees. That is unfair practices with the bank. I'm asking to have the fees on September 30th refunded back into my account or my attorney will be filing a lawsuit against B9 in United States District Court for unnecessary and deceptive practices.

  Business Response

  Date: 10/07/2024

  We have reviewed this customer's complaint and investigated the matter. We can confirm that the customer was properly charged; however, we unfortunately cannot go into details regarding this customer's account and activity due to privacy concerns. We have issued a partial refund to this customer as a courtesy. We have also reached out to the customer privately in order to ensure this matter is fully resolved.

• Initial Complaint

  Date:09/30/2024

  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.

  They are charging me for tips, foreign transaction fees when it's not and external wallet fees. This has not happened to me ever before with any bank or credit union. I want a refund and close my account. They also filled out a direct deposit into my account immediately and *** did not consent.

  Business Response

  Date: 10/07/2024

  We have reviewed this customer's complaint and investigated the matter. We have issued a partial refund to this customer as a courtesy. It should be noted that are fully transparent regarding our fees and make every effort to fully and accurately disclose fees before they are accrued to customers. Also, this customer's claim that we changed their direct deposit would be impossible for us. We do make it easy for customers to switch their direct deposit to their B9 account so that customers may take full advantage of their ********************** membership and be eligible for B9 Advance. This process while easy is also fully transparent and disclosed and requires affirmative consent from the customer to switch their direct deposit to B9.

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22361240
  
  I am rejecting this response because: No partial refunds have been credited to my account. Once I see the credits added, I will accept to response.
  
  Sincerely,
  
  ******** ***********

  Business Response

  Date: 10/16/2024

  We've reviewed this customer's account. We can confirm that we have issued partial refunds. We recommend that this customer review their most recent statement. We have also reached out to this customer personally to resolve this matter.

• Initial Complaint

  Date:09/30/2024

  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.

  Good Afternoon,Yesterday 9/26/2024, I noticed that my direct deposit was different than the pay in my Paycom App. Apparently a cash advance app called B9 funded by ***********, was able to retrieve my direct deposit information and I am not sure how this happened. In my **************** checking account was a direct deposit of 1,627.82.00, but in my Paycom it was my regular ********. After reaching out to HR and doing my own sleuthing, I learned that an account was erroneously added through a cash app and 2 deposits adding up $350.00 were directly deposited to a B9 account without my knowledge. I called B9 and was told that I could close the account and retrieve the funds on the. When I went to the app I noticed that B9 had obtained all of my information and now that I think about it, it had to be from another cash advance app, bc I never authorized it. I was unable to close the account and retrieve the funds bc the app was requesting that I scan my drivers license. But because it is expired, I was unable to continue on the app and was notified that I needed to update my drivers license in order to close the app and retrieve the funds. I called and spoke with a customer service representative and was told that the only way I could retrieve the funds was to provide them with my checking account number and routing number. Under duress, I did and was told that I would not be able to receive the funds for 7-14 business days. While talking to them I learned that I am not the first personal to call about this issue. I NEVER provided this information. My HR person contacted payroll and although the additional account was deleted, unfortunately they are unable to retrieve the funds. Furthermore on ****** another person expressed that a B9 account was opened without her permission as well. Could you please check into this and let me know if I am able to retrieve the funds without having to wait the 7-14 business days and if this is fraudulent.

  Business Response

  Date: 10/02/2024

  We have reviewed this customer's complaint and believe the underlying issue has been resolved. It is important to note that our fraud prevention measures are robust at B9 and we take our responsibility to protect customer funds very seriously. We are continually seeking to improve our fraud prevention methods. We have reached out to this customer personally in an effort to ensure her issues are fully resolved. Although privacy regulations prevent us from discussing accounts in this public forum, a review of our records has identified several parts of the customer's statement that do not appear to be consistent with our records. We therefor encourage this customer to work with us so that we may resolve these inconsistencies and improve our services to current and future customers.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22348947
  
  I am rejecting this response because: I will say that B9 has not reached out to me, I have reached out to them several times so much so that one customer service representative and I are on a first name basis. Each time I call, they are professional but I know I've became an irritant. Furthermore, I have even requested that at the conclusion of each conversation an email be sent that includes a ticket number, documenting the call, which they have done. I just received an email today stating that my account was closed, which according to them means that I should be receiving my funds soon; possibly this Friday,10/4 when they do most of their transactions. So although they have worked with me each time I've called and answered my questions, I am sure that this is bc of MY persistence, insisting that they do the right thing by refunding the funds that were taken without my permission.
  
  Sincerely,
  
  Joy Mosley

  Business Response

  Date: 10/11/2024

  We can confirm that the underlying issue for this customer's complaint has been resolved. We also can confirm that we have reached out to this customer multiple times in an effort to further our investigation into this matter but have not received a response. We request that the customer check her spam folder and respond to our message so we can fully resolve any further issues and also complete our investigation.

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22348947
  
  I am rejecting this response because: Yes the money has been returned to my paycom account!!!! But I stayed on them and if it wasn't for my persistence I would still be requesting my funds.  I didn't need anyone to tell me to check my spam, I knew to do that.  And just to save face let's say they did tell me to check my spam, that would be the least that they could have done!!!
  
  Sincerely,
  
  Joy Mosley

• Initial Complaint

  Date:09/23/2024

  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.

  My direct deposit hit on 09/18/2024. I had already been trying to submit my id for verification of who I am and it kept rejecting. Since the initial time of me setting up the account my ID has expired and won't have a opening for appointment until end of the month. They want a hard copy picture to not have my account frozen which I won't have until a couple of weeks after my appointment. I have 516 in my account that I desperately need. I messaged someone in customer care and they said they were able to transfer the funds into my Varo account which later on in the day I got a email stating it was rejected. I just really need my money back asap.

  Business Response

  Date: 09/26/2024

  We have investigated this customer's claim and are in the process of addressing the underlying issue. We have contacted the customer in private and are committed to assisting them. We unfortunately cannot disclose any more information due to privacy concerns.

• Initial Complaint

  Date:09/21/2024

  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.

  There are a number of unbelievable fees that this company keeps charging and it is getting out of hand.

  Business Response

  Date: 09/25/2024

  We have reached out to this customer privately in order to resolve the matter. We are committed to resolving this matter and will work with the customer to ensure all issues are identified and resolved. We unfortunately cannot provide greater details due to privacy concerns.

• Initial Complaint

  Date:09/21/2024

  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 September 17, 2024, I contacted B9 regarding a pending transaction for $81.30 from ******, which was pre-authorized but never completed. ****** confirmed that they did not charge the amount and issued a refund. Despite this, B9 has not reflected the refund in my account. I have provided all necessary documentation, including receipts and screenshots proving that ****** did not charge the amount, and yet B9 has continually refused to release my funds.Despite multiple inquiries, B9s customer service continues to claim that the transaction is still pending and cannot be adjusted, providing vague timelines that extend as far as September 24, 2024, for the resolution. This has caused undue financial strain and frustration, as I am unable to access my own money. It is unacceptable that B9 holds onto funds that were never properly charged in the first place.This has been escalated multiple times within their customer support system, but I have received little to no actual resolution. I believe B9 is engaging in shady business practices by delaying the refund and benefiting from holding customer funds for extended periods.Desired Resolution:Immediate release of the $81.30 to my account.A formal acknowledgment of the delay and failure to resolve this issue in a timely manner.Investigation into their handling of pre-authorized funds and refunds to prevent future occurrences for other customers.Supporting Documentation:Receipts from ****** confirming no charge.Screenshots of the conversation with B9s customer support team.Screenshots showing the pending transaction in B9s system.Please contact me as soon as possible to resolve this matter.Sincerely,***** *****

  Business Response

  Date: 09/25/2024

  We have reached out to this customer privately in order to resolve the matter. We are committed to resolving this matter and will work with the customer to ensure all issues are identified and resolved. We unfortunately cannot provide greater details due to privacy concerns.

• Initial Complaint

  Date:09/20/2024

  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.

  My name is ***** ******* and I do not have an account with your company yet $300.98 was stolen from my Mastercard ending in 8734 yesterday September 19th 2024 by someone who hacked my ****** account and sent money to your app. The transaction shows "B9" as the merchant. I am in need of your help as a company to get my funds back **** so I can pay my bills that money was intended for. Whoever used my card on an account on your app fraudulently did so and has stolen every dime I had. I have already filed a dispute with ****** but they claim they can't do anything until the payment either goes through or is canceled while still pending and returned back to my account. I see that it is no longer pending as of today September 20th 2024 and has indeed been completed.Being that I can prove I've never had an account with this company and did not authorize that transaction, I would like to avoid involving legal action so if the transaction can just be canceled and refunded that would suffice and whatever account with that card number associated needs to be closed permanently.

  Business Response

  Date: 09/24/2024

  We have begun investigating this claim and have reached out to this individual privately to resolve the matter. We unfortunately cannot discuss this matter in more detail as we do not wish to compromise the investigation.

• Initial Complaint

  Date:09/06/2024

  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.

  There is a online cash advance app that allows you to get your pay early I setup a account with saidcompany{B9} had my check deposited into account,now I have no access to said account which now holds my check.I am being told that the account needs to be verified and that I need to wait til *** able to verify the account. So now they have escalated my issue with only needs to verify my identity to release my funds and we have been in conversation for 2 days and not one person has asked for me to submit docs to verify myself.

  Business Response

  Date: 09/09/2024

  We have reviewed this customer's complaint and have investigated the underlying issue. The matter has been resolved. We are happy to further assist the customer if there are any other issues that have not been resolved.

• Initial Complaint

  Date:09/03/2024

  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.

  B9 IS A ********* THAT TAKE ADVANTAGE OF LOW INCOM PEOPL THEY STEAL MONEY AND CHARGES FEE THAT ATE UNBELIEVABLE HIGH I HAVE NEVER BEEN SO ANGRY IN MY.LIFE THEY WILL GET JSUITCE DONE TO THEM ONE DAY SOME ONE GONENTONSUE THE ***** OFF THEM I TELL IF I HAD THE FUNDS I WOULD TAKE THME TO COURT *** TEACH THEM A LESSION BECAUSE ITS WRONG

  Business Response

  Date: 09/06/2024

  We have reviewed this customer's complaint and have investigated the underlying issue. The matter has been resolved. We are happy to further assist the customer if there are any other issues that have not been resolved.