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:09/03/2024

  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.

  The "Banking App" would not accept my various IDentification methods as proof I am who I am. My license had just expired and I went and got a NC State ID and. They gave me a piece of paper receipt as a temporary ID until my card comes in the mail. They would not accept the temporary ID, my very recently expired license my North Carolina Voter ID Card, my birth certificate and froze my account with no way of getting my money. I tried closing my account and that did nothing. The support channel told me I could transfer the money out and that was a lie. The account showed frozen to the bank account i tried using. I have been texting ther AI support. NO HUMAN IS MAKING ANY DECISIONS. No phone number available with Bnine. Nothing. They lied and said my transfer was about to occur but nothing happened. Its a complete nightmare!

  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.

• Initial Complaint

  Date:08/09/2024

  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.

  I downloaded this app about 3 weeks ago and Ive still had issues getting my ID verified on this app and its been over 7 business days to getting this fixed. I cant access any money in this account because of this issue. *** contacted them 3 different times and still they dont have a time estimate on when this will get resolved. I really think this app is just a big scam

  Business Response

  Date: 08/15/2024

  We have researched this complaint and believe the underlying issue has been resolved. We do apologize for any inconvenience our customer may have experienced. We are continually striving to improve our service and encourage this customer to contact us if they are continuing to experience issues.

• Initial Complaint

  Date:08/08/2024

  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 created an account and had my direct deposit sent over to B9 and when I tried to access my funds they said I had to do an ID verification, which I did do! Then its said that verification process failed. Which it should not fail because my ID is not expired. So now Im locked out of my account , then they proceeded to tell me that I have a duplicate account , which I never created , and Instead of just fixing the issue they said I have to wait a week to fix the issue and access my funds and I have to pay rent!!! The agents are very rude and they will hang up in your face and they never have a supervisor available to speak. I would not recommend using this bank! Please fix my issue asap!

  Business Response

  Date: 08/15/2024

  We have researched this complaint and believe the underlying issue has been resolved. We do apologize for any inconvenience our customer may have experienced. We are continually striving to improve our service and encourage this customer to contact us if they are continuing to experience issues.

• Initial Complaint

  Date:08/06/2024

  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.

  Yes, last week I had a email from this business saying that they Were looking into my account and they want me the verify it. They had me send them pictures of me with my ID and wanted to know everything about why I have the account and what I have used the account for and I was compliant and sent them everything. They wanted the next day I saw that my account had been terminated With no response from them I had a $7000 ACH deposited into my account on Friday. They said they sent it back. I have called about getting a tracing number. I cant find the money anywhere. The person who sent it to me said it was sent to that account and when I called the bank, they say theyre they cant talk to me about it because it was in a different apartment .

  Business Response

  Date: 08/08/2024

  We have researched this customer's complaint and can confirm the scenario that the customer described is consistent with our exiting procedures for accounts exhibiting suspicious behavior. B9 and our partner bank are subject to federal regulations like the Bank Secrecy Act and USA PATRIOTS Act. These federal regulations impose various obligations like enhanced due diligence when we identify suspicious activity. We have reached out to this customer privately. We unfortunately cannot discuss specifics regarding this customer's account due to privacy regulations.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22100176
  
  I am rejecting this response because:
  I still havent received my money that was deposited into that account on August 1   When asked about the deposit, I never get Answer about if its there or got sent back I would just like to know what happened and where is my money?

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

  Business Response

  Date: 08/19/2024

  We have reached out to the customer in order to resolve the issue. We unfortunately cannot disclose any more information on this issue as privacy regulations prevent us from disclosing further information.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22100176
  
  I am rejecting this response because:
  I have called the call center for this business and gotten no answers just that theyre reviewing my deposit. They will not send it back to the sender. They will not send me a check. Theyre not telling me anything. They will not give me my money.
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/26/2024

  This customer's claims are not consistent with the facts. We have attempted to work with this customer; however, we were ultimately required to take action consistent with our policies and in conformity with federal regulations. We unfortunately cannot discuss this matter further.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22100176
  
  I am rejecting this response because: For a month, Ive asked for my deposit to get sent back to the sender Ive gotten no answer answers until one, but I never have gotten my money. Those are the facts you can see on the emails.   
  Also when I called today they said my account was active even though I has closed it and they said it was closed. I had to close the account again.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/26/2024

  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.

  I got an account with ********************** to move my social security payment over to it as my payment source a week ago and I tried to verify my identity and they still haven't done so and now I have my check and a bunch of bills piling up and I can't move my money they won't give me a virtual card they won't give me an explanation but I finally called them and they said it's because I had an old account on an old email that got hacked well I don't have access to that email anymore it was deleted so I asked him to delete that account and now they've escalated it they say but I'm not sure if I believe them that it won't be long I really need this resolved it's my money not theirs this review will go further if it doesn't get resolved and I'll probably possibly take some more action using the *** the SEC and another review on here I've done everything they asked me to do and they refuse to help me were they say they will help me and nothing gets done it's like as if I'm on their time and that's just not how a business should be run.

  Business Response

  Date: 07/31/2024

  We have reviewed this complaint and confirm the customer's claim. It is our policy to allow only a single active account per customer. We can also confirm that the underlying issue has been resolved.

• Initial Complaint

  Date:07/23/2024

  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.

  I downloaded the B9 App under the impression that I could do a payday loan being that I have a record with my bank(Chime) of having a biweekly direct deposit. I have done payday loans before with other companies with no problem. As I was filling out the application for B9 I realized that they wanted me to change my bank to start banking with them, and not only that I still wouldnt be able to do a payday loan. So I declined completing the rest of the application. Well my payday came yeaterday and I kept checking MY bank and it wasnt there at the normal time I normally get it. I then get an email from B9 saying that my check went to them. And I cannot retrieve my money, move it,, send it to anyone or touch it because my account is not complete. So I dont understand how they took my money if I dont have an account. So I go to support to attemp to get my money back. In order to get a call within an hour I had to pay 9.99. This was in 7/22 at 9pm, it is now 1pm on 7/23 and I still havent spoken to a live person on the phone. They said they inly send ACH payments out on Wed and Friday. I asked them what time tomorrow because this is pitting me in a terrible position. I have no gas in my car, no money to eat, charges are being over-drafted on my actual account, I have bills and people I need to help and cant because I cant touch my own money. Theyre NOW telling me 72hrs so Inwill have to wait til Friday. Im so mad!!!!

  Business Response

  Date: 07/31/2024

  We have reviewed this customer's complaint and have determined that the underlying issue has been resolved. It is important to note that we do not offer payday loans. We offer Earned Wage Access which imposes different requirements then payday lending. Additionally, we have attempted to resolve the other issues identified by this customer but are unable to verify the claims made within this complaint. We therefore we encourage the customer to reach out to us privately.

• Initial Complaint

  Date:07/13/2024

  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.

  My paycheck was supposed to go to this account for the first time. I was supposed to get my paycheck on Thursday July 11th 2024. I made a ticket request to ask about my paycheck if I need to wait one or two business days for them to be received I haven't received anything. My job for the day deposited the check I see the pay stub where it says that it was deposit it but I'm looking in the account and I don't see my money and can't nobody tell me where my money went. I think I'm going to see the company if I don't get my money.

  Business Response

  Date: 07/21/2024

  We have researched this customers complaint and have determined that the underlying issue has been resolved. We have conducted an internal review and are unable to identify any issues within our systems and it appears the underlying issue was with a service partner. We are still researching the matter but we are confident that the issue has been resolved.

• Initial Complaint

  Date:07/12/2024

  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.

  I stop direct deposit with this company I was told that they where experiencing technical difficulties and my deposit would be paid my the end of the day its now 10:00 pm from what I looked up this not the first time this happened I dont understand why this company is still allowed to operate knowing they been treating they customer this way I need my money this is crazy Im really feeling like Ive been scammed

  Business Response

  Date: 07/21/2024

  We have researched this customers complaint and have determined that the underlying issue has been resolved. We have conducted an internal review and are unable to identify any issues within our systems and it appears the underlying issue was with a service partner. We are still researching the matter but we are confident that the issue has been resolved.

• Initial Complaint

  Date:07/12/2024

  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.

  I reviewed the services on the Apple play store for an advance request. As I was filling out the information request it required my payroll information which I provided. Once I provided the information I received the next page advising that my payroll would be directly deposited into B9 account. I quickly submitted for me to file the paperwork NOT directly deposited into the account. I went into my work the next day and seen that my full check would deposited into the B9 account by pay date. I immediately contacted the customer service because as noted on their page (you can receive your funds two days faster from payday). As I spoke to the representative ********, I was advised that she did not see my direct deposit information set up and because it was not pay day yet they could not see my funds available. And the advance that I could be approved for was $30-$50 as a first time customer.I called back the next day and spoke to ******** again who stated the same thing. I then asked if I dont have a debit card from the company how can I receive my funds? She then stated my account was not fully set up because they needed a picture of my ID, once that was provided I can link an outsourced debit card to my account. I did the final set up. And as my pay day is now here I still HAVE NOT received any notification that my funds have been deposited or that I am able to transfer my funds into my outsourced account. Horrible service.

  Business Response

  Date: 07/21/2024

  We have researched this customers complaint and have determined that the underlying issue has been resolved. We have conducted an internal review and are unable to identify any issues within our systems and it appears the underlying issue was with a service partner. We are still researching the matter but we are confident that the issue has been resolved.

  Customer Answer

  Date: 07/21/2024

   
  Complaint: 21979441
  
  I am rejecting this response because: 
  Not only did I still not receive my deposit from my job, I am now having to file a complaint with my job to review the deposit information because they have advised the deposit has went through the account from **********************. I am still waiting to get paid from my job it is now 2 weeks after my pay date and a new payroll is being entered in..

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

  Business Response

  Date: 07/25/2024

  We have further reviewed this customer's complaint. Upon review, it appears there is an inconsistency with the customer's statement and our internal records. We have contacted the customer personally to better assist them and resolve the matter.

• Initial Complaint

  Date:07/12/2024

  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 was looking for cash advance app and they wanted verify employment and in process of that set direct deposit with out consent and I never even loan money threw there app reached out to customer service rude and hung up on and diff time zone ask speak with supervisor they always have same response there not in so my check is sitting limbo over them illegally setting up direct deposit b9 banking been nightmare

  Business Response

  Date: 07/21/2024

  We have researched this customers complaint and have determined that the underlying issue has been resolved. We have conducted an internal review and are unable to identify any issues within our systems and it appears the underlying issue was with a service partner. We are still researching the matter but we are confident that the issue has been resolved.