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:05/01/2024

  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 purchased tickets through Front Gate tickets in a layaway program, but upon cancelling my order, was refunded per the agreement with Front Gate. Unfortunately the card on file with them (my b9 debit card) was no longer active, so upon the funds being deposited into my account, they were then reversed due to the account not being active. I have contacted Front Gate Tickets and b9's customer service multiple times about this issue and have not had anyone help me with a resolution or do their due diligence as to where my funds have gone.

  Business Response

  Date: 05/06/2024

  We have researched this complaint and have attempted to assist the customer in resolving the underlying issue. We are unfortunately unable to discuss specific details regarding this account in this forum. We do encourage this customer to contact us directly at ************ to further discuss.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21653520
  
  I am rejecting this response because: i have tried contacting the business multiple times but every time i get a generic response from the customer response team and when i ask to escalate it, i get no further. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/13/2024

  This customer's claims are not consistent with the facts. We have attempted to resolve this matter with the customer and have internally escalated the issue. We have provided detailed explanations to the customer in private regarding the matter. We understand the customer's frustration but as we unfortunately cannot force a resolution due to the underlying issue being on the merchant's side.

• Initial Complaint

  Date:03/21/2024

  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.

  Its saying that I set up a direct deposit and I never did I can never get anyone on the phone nor can I get a helpful response from the app. Its only allowing me to access $40 of my own money which is ridiculous I want my money back now

  Business Response

  Date: 04/04/2024

  We have reviewed this customer's complaint and have determined the underlying issue. We believe this customer's complaint has been resolved. We have contacted this customer privately in order to resolve any remaining issues.

• Initial Complaint

  Date:03/19/2024

  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.

  Had on may 11 2024 a advance with Osage casino in the amounts of $209.50 then I noticed the bank held on hold $222.00 extra which today's the 19th as they stated on the 18th day it should be lifted n here it is 19th n says still processing I thought you are to have access to funds after second day. How can the bank withhold an extra amount not authorized? This is wrong

  Business Response

  Date: 03/21/2024

  We have investigated this customer's complaint and have determined that the issue has been resolved.

• Initial Complaint

  Date:03/11/2024

  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.

  I would like to report an issue regarding unauthorized access to my account. There were suspicious activities on my account, which I noticed immediately upon waking up. I promptly notified the company about the unauthorized access and requested reimbursement of $320 that was taken from my account. Despite bringing this matter to their attention, ******* did not take appropriate action and, to my dismay, B9 proceeded to charge me additional fees for external wallet transactions even after I raised a complaint.I have been in correspondence with customer service regarding this matter, but unfortunately, it has been challenging to resolve since phone support is not readily available. Despite providing evidence that the transactions were unauthorized and likely part of a common scam, B9 has not taken appropriate steps to address the issue. I have requested that they reopen the dispute multiple times, but it has not been resolved in my favor.

  Business Response

  Date: 03/13/2024

  We have reviewed this customers complaint and investigated the underling issue. We are limited in what we can publicly disclose due to privacy concerns; however, we can state that B9 takes all customer disputes seriously and properly investigates them in accordance with all applicable federal and state regulations. Our internal review found that B9 properly followed all of its applicable internal policies and procedures. We understand that the customer is frustrated so we encourage her to contact us directly. Our phone support is available Monday through Friday 6:00 AM to 6 PM PST.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21416032
  I am rejecting this response because" Despite my attempts to contact them by phone, I have consistently been directed to the chat option, which then disconnects the call. I have attached the email wherein they claimed I authorized transactions that I disputed as soon as I noticed them. Additionally, multiple unauthorized companies were allowed to attempt withdrawals from my account until I had to personally lock the debit card. Despite my repeated attempts to notify **************** about these unauthorized charges, they failed to take action to prevent further withdrawals. As a result, I had to stop all direct deposits to that account in order to prevent immediate withdrawals by unauthorized merchants. Ultimately, I was required to close the account due to ongoing unauthorized transactions.

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

  Business Response

  Date: 03/20/2024

  We recommend that this customer contact us directly at ************* Per federal regulations, we are required to provide when requested documentation regarding our investigation and dispositioning of a dispute. We are happy to share any relevant information and discuss this matter further privately but we are prohibited from disclosing any information in this public setting.

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21416032
  
  I am rejecting this response because:I have reached out multiple times regarding the unresolved issue involving a merchant who wrongfully took money from me. Despite my efforts, I have been consistently informed that there will be no resolution in my favor due to your decision not to refund the unauthorized charges. Your rationale for this decision is that I did not dispute the declined charges promptly. It is clear to me that you are aware of this reasoning, yet I would like to emphasize that I have never encountered such a situation in all my time banking with your institution, as evidenced by my transaction history.
  
  Regrettably, I have made the decision to close my account with your company. I would recommend that future customers carefully consider reviews before engaging with your services, as this recurring issue appears to be a concerning pattern. It is disappointing to note that my experience is not an isolated incident, as there are numerous complaints from consumers who have faced similar challenges in disputing transactions with you.
  
  As a single mother responsible for a disabled child, investing in bitcoin is not a priority for me. I am the sole provider for my children, and I do not have the luxury of disposable income. Due to your inadequate practices, I was forced to borrow a significant sum of money to cover essential expenses such as bills and food to ensure the well-being of my children. It is important to recognize that not everyone has the financial stability to navigate such unforeseen circumstances, particularly in today's economic climate.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/22/2024

  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.

  This company robbed me blind by charging external wallet fees every time I used CashApp or Apple Wallet totaling over $100 over a few days. Support said these are in the super fine print of the card holder agreement and refuses to refund this money they stole from me. Seems like a common issues with this crooks

  Business Response

  Date: 01/24/2024

  We have reviewed this customer's complaint and have attempted to resolve the matter amicably. Although we are not able to disclose specifics regarding this customer's account due to privacy concerns, we can state that the facts alleged by the customer are not accurate. We fully disclose all our fees including within the app in order to ensure that customers are aware of associated costs for instant fund transfers. We offer multiple methods for customers to transfer funds including free ACH transfers and transfers between B9 members. We do charge a fee for instant transfers and the associated fee is disclosed within the app as well as our Terms of Service.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21180959
  
  I am rejecting this response because:

  This is simply not true, theyve done no due diligence in making the fees known and their cardholder agreement seems like it was written by someone in the middle of having a stroke.

  Regardless of the business response, they are a startup company without ethics or any future in the FinTech industry. Theyve resorted to leaving fake reviews on different websites in order to appear legitimate these are fake and the owner of this startup does not appear to have to knowledge or stability to run a company.

  Why would B9 charge these fees and no one else? Their response to this question was pitiful at best.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/27/2023

  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.

  12/07/2023 - $9.99 for membership that allowed and boasted up to $500. But only offered $40 on $2000 monthly. If I agreed to pay $19.99 it would open up a higher advance limited, for me $50.12/07 - $1`5.00 & $6.86 for card transfer fee. I did not have a card and they Boasted a Virtual card which they locked. For total of $31.85 on 12/07/2023.12/23 - $14.10 and $15.00 for a total of $29.10. They called the ones on 12/07/2023 as Card transfer fee, and the ones on the 12/23 after they game me a Virtual card, we called External Wallet Fee. On 12/24/2023 the took $2.14 for January's $9.99 fee.I may have agreed to these fee's unknowingly as they are not widely advertised and I have called twice now waiting for a manager to return my call and as of filing this complaint I still have not talked with any one from B9 Management

  Business Response

  Date: 01/10/2024

  We have reviewed the customers complaint. We are unfortunately unable to discuss this customers account in detail due to privacy concerns. We can state that we do make every effort to be fully transparent with our fees and policies. As this complaint indicated, not every customer will be eligible for a $500 advance as there are multiple criteria involved in determining eligibility. In order to improve transparency, weve developed tools that allow customers to simulate various scenarios to help show future advance eligibility. We understand the frustration with fees; however, we offer multiple methods for customers to transfer funds including free ACH options in addition to our instant option that charges a fee. We encourage this customer to contact us in private to discuss this matter further.

• Initial Complaint

  Date:12/13/2023

  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 have been trying to make a purchase using my B9 virtual card for an hour and keep getting declined. I then tried to log in to the app to see what the issue was, but I keep getting timed out or seeing an error. Next, I tried adding the card as a payment method instead of checking out with Apple Pay, and it told me that my card which I just used two hours ago and that holds my full direct deposit that I just received this evening, is somehow invalid! As a *****************, I remembered that I had the card linked to my Cash App so I tried to transfer my money into there so that I could actually access my hard-earned funds that I have every right to access whenever I please. I received a decline due to INSUFFICIENT FUNDS. I am now panicking because my money seems to be gone, and literally just got paid. This needs to be fixed immediately.

  Business Response

  Date: 12/18/2023

  Although privacy regulations prevent us from disclosing specific details regarding this customer's account, we can confirm that we have reached out to the customer and our records appear to indicate that the customer's issue have been resolved. The customer is encouraged to contact us directly if she continues to have issues or needs further assistance.

• Initial Complaint

  Date:11/30/2023

  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 terminated from my job and didn't receive my last paycheck. They have been taking money out of my checks saying things like I owe them but never show me proof of a thing.

  Business Response

  Date: 12/06/2023

  We have reached out to this customer in an attempt to resolve the matter. We cannot discuss specifics about customer accounts due to privacy concerns; however, the scenario this customer is alleging is not consistent with B9 policies and procedures.

• Initial Complaint

  Date:11/26/2023

  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 reached out to B9 customer support because my physical card had not arrived in the mail. Not long after that the phone number associated with my account was changed without my consent locking me out of it then they made transactions that drained my entire balance. After sending them a picture of my driver's license they finally changed my phone number back to my actual number but refuse to acknowledge the fraudulent charges that their agent made on my account. They literally stole $250 from me in front of my face.

  Business Response

  Date: 12/06/2023

  We are still in the process of fully remediating this matter. We cannot go into details regarding this customers account due to privacy concerns but we can state that a B9 agent did not drain the account. We have identified the underlying issue and have taken appropriate steps to fix the matter. We are working with the customer and are confident that the issue will be fully resolved shortly.

• Initial Complaint

  Date:11/21/2023

  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.

  On November 17th ******** processed a refund for $200 and have confirmed it has been fully refunded but b9 says it hasn't been released by ******** and are lying holding my money until the 25th which makes no sense other then them holding it for interest. There policy states Depending on the policy, the merchant must process and authorize the refund before it is posted to your B9 account. We suggest allowing for some time so that the merchants refund policy may be fulfilled Facebooks policy has been fulfilled and my money is still not returned they are lying and holding my refund for there own benefits

  Business Response

  Date: 11/24/2023

  We have researched this complaint. We understand the customers frustration but we can assure them that we are not holding any funds for interest purposes. It is a common misconception that financial institutions delay issuing refunds for as long as possible in order to collect interest on the funds. Such a practice would violate federal regulations. It is our procedure to release all deposits and refunds as they are cleared as required by our own internal policy and federal regulations. We cannot speak to specifics regarding this customers account due to privacy regulations; however, we can state that processing merchant holds and refunds can take notoriously long. We unfortunately do not have much control over this process as it is often subject to the internal processes of the merchant and other third parties.