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:07/05/2024

  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.

  This happened 07/05/2024. An account was open in my name and someone switch my direct deposit to B9 without my knowledge. I need B9 to cancel it so my money can go back to my old account.

  Business Response

  Date: 07/11/2024

  We have researched this matter and determined that the underlying issue with this customer's complaint has been resolved. We encourage this customer to contact us directly if they have any other issues so that we may assist them. Although we cannot speak directly regarding this customer's account, it is important to note that our system is designed so that only the customer may switch their direct deposit to their B9 account. We do not possess the means to switch a customer's direct deposit without the customer themself inputting key information.
  

• Initial Complaint

  Date:06/21/2024

  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.

  I placed a ******* order using my debit card from b9 with a temporary hold of $124.92 but I only received part of the order and cancelled the rest so I was expecting a refund for the difference of $124.92 and the final total of the items I received in the amount of $79.10. somehow I ended up with 2 fraudulent charges that were and are still being processed by ******* and b9 in the amount of $111.38 and $45.84. the ******* order was placed on 6/13/24. My bank account ended up negative $45.84 from one of the fraudulent charges that's still not processed as of today so when I received my 2 refunds from ******* one for $10.74 and one for $47 and some change b9 took $45.84 to cover a still pending fraudulent charge then they took the remaining $12.32 from my refunds from ******* and claimed that it was you cover my monthly account fees in which I have already paid them. They took $2.80 on June 14th and $12.32 on June 19th for the period of June 14th through June 14th 2024. I had already paid the $19.99 for May 14th through June 14th 2024 on the 13th of June in the amount of $18.03 and on May 14th in the amount of $1.96 for the time period of May 14th through June 14th 2024. My monthly account charges are $19.99 per month and they charged me two times for the time period of June 14th through June 14th 2024. I don't understand how a pending charge put my account into the negative but not the other charge of $111.38 or how I'm being charged for one day out of a month that I have already paid for

  Business Response

  Date: 07/02/2024

  We thoroughly investigated this customer's complaints. We recently completed our investigation into the customer's claim of fraudulent activity and have communicated those findings to the customer. We unfortunately cannot disclose more on this topic due to privacy concerns. Regarding membership fees, an internal review did not find any error. We have also communicated our review findings to the customer regarding their membership fees. We also cannot disclose more on this topic due to privacy concerns.

• Initial Complaint

  Date:06/21/2024

  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.

  I first opened the account and had $300 deposited into the account, everything went well till it didnt I had just renewed my Drivers License and they wouldnt accept my Temporary or my Drivers License with my old address (it was still in date).. They LOCKED my account from spending any of MY money and then proceeded to tell me my account is locked permanently due to the tries of scanning the Temporary License. I finally received my hard copy of my NEW Drivers license and they tell me I cant access my account due to to many attempts.. I finally got someone that partially unlocked the account but limits what I spend. My bills have been behind due to it being locked. Secondly, I sign in to see that my paycheck has been moved to be 100% of my income which it was only supposed to be $300.. I was supposed to be paid 6/18/24 and here it is 6/21/24 and I still havent received my paycheck and they have no record of it while I have a PAYSTUB that shows It was deposited. This is a bunch of crooked people and I will be filing a lawsuit regarding this complaint.

  Business Response

  Date: 07/02/2024

  We have reviewed this customer's complaint and have determined that their account is fully functioning and able to be used. We do have a policy that imposes daily transaction limits for a variety of reasons. We understand that these daily limits can be frustrating, but these limits are often essential in our fight against suspected fraudulent and illegal activity. We do our best to assist customers in accommodating daily transaction limits by being transparent. In regards to any missing paycheck, our policy is to provide access to paychecks as they are received. We do not modify direct deposit amounts or impose holds. If the customer is still missing their paycheck, we encourage them to contact us directly so that we may research the matter more thoroughly.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21882083
  
  I am rejecting this response because:

  I reached out to Customer support. I wanted to ensure there was no issues with my account as to why my paycheck was missing. I received the following responses that there were 0 issues with my account and they havent received my paycheck. I then reached out to my HR director and she ensured me it was returned due to my account being frozen. This doesnt add up and I ended up having to drive 3 hours and over 150 miles to the corporate location to receive my check to pay my bills and financial responsibilities B9 failed to give me accurate information and gave me a complete run around and lied to me repeatedly.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/11/2024

  We have further researched this matter and we cannot identify any issues on our end. The scenario that the customer stated is also not consistent with our internal procedures. In the event we restrict or place a block on an account, the block only restricts customer spending. We do not reject incoming transfers unless the originator has been flagged. We understand the customer's frustration but we cannot find any issue within our system. We therefore believe the underlying issue originated within the employer's payroll system. We are happy to further assist this customer if the matter is still unresolved.
  

  Customer Answer

  Date: 07/13/2024

   
  Complaint: 21882083
  
  I am rejecting this response because:
  
  I have been thoroughly consistent with proving this issue. This issue(s) needs attention so other people dont have the same problem. I have sent proof of this issue and none of the staff is competent enough to research this deeper and find the root cause. This place of business needs inspected by federal authorities to see what kind of business is actually being ran. I have sent proof from my *************** Director and she has proof it was returned. The system wouldnt allow me to scan my ID and therefore limits my spending limit when I have proved my identity numerous times and have proof of this as well. The option to scan in my drivers license was permanently disabled and resulted in a restriction or use of my money. The limit that is set is unrealistic and it was done on purpose. It is not legal to hold  my money when I have proved my identity. Is there proof on B9s end that it was returned or rejected? I also want proof that there isnt another way of scanning or verifying Identity. I was told numerous times it was disabled, and that is not acceptable for a financial company to doThis proof needs submitted or legal action will be taken. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/21/2024

  The scenario this customer is now describing is consistent with our policies for when customers fail to complete their onboarding. B9, along with our sponsor bank and service partners, have implemented enhanced due diligence procedures for our customers. We have implemented these procedures in order to protect our customers against the ever-increasing threat of identity theft and fraud. All of our procedures are in full compliance with the Bank Secrecy Act, USA PATRIOTS Act, Gramm ***** ****** Act and applicable state regulations. We understand this customers frustration; however, an internal review of our records identified some inconsistencies with the customers statements and our records. We encourage this customer to contact us directly so that we may explore this issue further. We unfortunately cannot disclose specifics about this account as privacy regulations prevent us from disclosing any information regarding the account.

• Initial Complaint

  Date:06/15/2024

  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.

  This company has stressed me out tremendously! I had a portion of my payroll deposited to B9 and my deposit was very late which caused by bills to be paid late. During this time I incurred late fees so I got an advance from B9 and took a loan out from another company to get by until my next payday. The loan I took out was deposited to my B9 account and they literally took my loan and applied to the advance they gave me two days prior so Im at $0 again because I still owe a portion of the B9 advance before I can get another one. I tried getting a hold of support but received nothing but generic responses. They caused the financial issues and then took the loan I needed to fix their mistake.I am literally in tears because its almost impossible to get a live agent unless you PAY to upgrade your account from basic to premium. Im still shocked at their business practices. SMH

  Business Response

  Date: 06/20/2024

  We have reached out to this customer in an attempt to resolve the matter and also obtain more information regarding the underlying complaint. An initial review of internal records determined that we require input from the customer in order to fully resolve this matter. We are unfortunately unable to discuss this customer's account in greater detail due to privacy concerns. We encourage our customer to contact us directly so that we may resolve this matter.

• Initial Complaint

  Date:06/11/2024

  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.

  This whole situation is a headache with these people. I noticed I am missing $50 out of my account when I called in the lady hung up on me while asking to be transferred to a manager next I called and got someone named ******* who stated there is no manager on duty and when asked if he could view notes of previous agent I spoke with he stated no noting system is provided for the agents. Neither would provide last names.. I am rarely able to log onto my account thee is always sign on issues not to mention the danger of only being able to log on via phone/pw and authentication key is such a hassle. Also I was charged a $20 account fee after I received an email stating that the account fees would be $15. In all Im out $74 and unable to log on to the account. Complete Sh*t show!!!!

  Business Response

  Date: 06/18/2024

  We have researched the underlying issue regarding this customer's complaint. Although we cannot discuss specifics of the customer's account due to privacy regulations, we can state that the customer's complaints are being taken seriously. Any login issues have been resolved. We have spoken to the customer in an attempt to resolve the matter. We have as a courtesy refunded some fees. It should be noted that it is our policy to not disclose the full names of our customer service employees in order to protect their privacy and safety. The customer is encouraged to contact us if there are remaining issues unresolved.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21832403
  
  I am rejecting this response because:
  
  I have not yet received ANY funds refunded to my account.. 

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

  Business Response

  Date: 06/24/2024

  We have reached out to the customer in an attempt to resolve the matter. We have as a courtesy refunded some fees. The customer is encouraged to contact us if there are remaining issues unresolved.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21832403
  
  I am rejecting this response because:

  They are blatantly lying. Out of all the money I am OUT OF only $9 returned. This has to be a JOKE to hard working Americans 

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

• Initial Complaint

  Date:05/30/2024

  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 signed up with b9 bank to receive part of my direct deposit from work. i set it up so i only receive $200 from my check to this b9 account. i received the first one 2 weeks ago on wednesday the same day i always get paid ( proof of receiving in pic below ) this check i have not received anything. its already thursday and i contacted them ( reported issue, emailed and was on hold and hung up on the phone ) i have proof that my employer sent them the $200 in the other photo below. i just want my $200 so i can close my account with them. they do not reply to me or even try to contact me. please help me get my $200 so i can pay some of my bills. thank you.

  Business Response

  Date: 06/04/2024

  We have researched this customer's complaint and believe we were able to determine the root cause. We believe this customer may been impacted by a service outage by one of our service providers. The issue has since been identified and resolved. The customer is encouraged to contact us if they are continuing to have issues with their deposit.

• Initial Complaint

  Date:05/30/2024

  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.

  This company changed my payroll direct deposit without my permission. When I applied for the advance it stated it could not find my employer, I had no idea the requirements were to take over my payroll. They changed it to 100 percent of my funds going into an account I didnt create! I exited the application! I screen record everything I do online! My employer sent my funds two days ago, I need my money and I dont need to be charge no fee!

  Business Response

  Date: 06/04/2024

  We have researched this customer's complaint and believe we were able to determine the root cause. We believe this customer may been impacted by a service outage by one of our service providers. The issue has since been identified and resolved. The customer is encouraged to contact us if they are continuing to have issues with their deposit.

• Initial Complaint

  Date:05/29/2024

  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.

  Ive gotten in contact with customer service about closing my account however I am prompted to proceed to finish creating my account which is ridiculous. Theres no where in the app to disconnect your bank account. On top of it all it automatically takes $10 out for a membership that has little to no services. This company is clearly money hungry.

  Business Response

  Date: 06/04/2024

  Complying with customer account closure requests is very important to B9. We therefore make it very easy for our customers to voluntarily close their accounts within our app. We are also always happy to assist customers in closing their accounts by providing simple and easy to follow instructions. We will also close the accounts for customers when requested. We believe the underlying issue with this customer's complaint has been resolved and encourage the customer to contact us in private in the event they have any other unresolved issues.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21777584
  
  I am rejecting this response because:

  I am still able to login to the account and see all of my personal credentials. Ive gotten in contact with customer service to ask why my account has not been closed and b9 response was that it is closed. I would like for my account to be 100% fully closed. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/11/2024

  Our records indicate that customers complaint has been resolved. We encourage the customer to contact us in private in the event they have any other unresolved issues.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21777584
  
  I am rejecting this response because I have reached out to B9 explaining to them my account has not been deleted. I am still receiving emails to finish setting up my account and I also can login and see my personal credentials. B9 responded by stating to unsubscribe from emails which does not solve the issue I need resolved. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/29/2024

  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 for an advance against my check it turns out that their app does not work properly whatsoever and the feature to set up direct deposit for your check to go into their Bank did not work so I could not do it so I could not use the app whatsoever this had been going on for a couple years so I told them close it down I want nothing to do with it I was on a trial at that time so I canceled the account I uninstalled the app here we are now today only to find out they had been billing me even though they knew the app did not work for me and then when I tried to get my money back they argued with me and told me that was impossible well I did manage to have them put it in the B9 account because they had to reopen it but then they turned around and wanted to charge me a fee to put it back to the card they stole it from they would not reimburse me for that money that it cost me to transfer it out of their Bank! Not to mention when I downloaded the app and log back into it they had me locked out of everything and when I called them and told them these things weren't working they did not say a word and then as they were giving me my money back they went ahead and tried to **** me again for another month! This is a horrible company and they're practicing illegal activities to get money from people. Now I received $27.97 back but they charged me $2.50 to transfer that money to the card they stole it from and they refuse to give me that back and I know it's not a lot of money but every ***** counts right now not to mention it's very much about principle and that little change I should not have to put the bill to fix something that they shouldn't have done in the first place, now the attachment that I enclosed does not show the 2.50 that they charge me to transfer the money to my card that is what they owe me

  Business Response

  Date: 06/04/2024

  We understand this customer's frustration. We believe we have resolved all of the customer's complaints. We encourage the customer to contact us directly in the event there are any unresolved matters.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21775628
  
  I am rejecting this response because: they still owe me money they still owe me $3 and I want it it's the principal this company has put me through heck and back again it is unfair that they would charge me to put the money back where they took it from when they weren't supposed to they had no business taking that money it's real shady what they did
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/06/2024

  We have reviewed the claim one more time. We believe we have resolved the last complaint.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21775628
  
  I am rejecting this response because: they should have done the right thing and pay me my $3 I should not have to pay to fix their mistakes this is not okay they shouldn't have taken that money in the first place and they know it and now they don't want to do what's right if they hadn't taken the money there wouldn't be this issue but I'm supposed to pay the bill because they took the money they already took my money now I'm supposed to pay the bill on the victim what sense does that make
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/03/2024

  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.

  Refusing refund after 1st hour of purchase

  Business Response

  Date: 05/08/2024

  Upon review of this customer's complaint, we determined that the complaint was partially valid. It is our policy to accommodate refund requests when the customer contacts us within a reasonable amount of time for purchases of our 3 month premium service subscription. We will be using this as a training opportunity to better train our staff for the future. We are attempting to work with this customer; however, this customer's $120 demand far exceeds the $48 we charge for 3 months of premium service.