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:11/13/2023

  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 previously a customer of ********************** in June of 2022 and when I signed up it was based on a advertisement that I received about a Pay advance service they was offering for new customers that sign up with direct deposit to be able to receive a advance switch your direct deposit to them & pay a membership fee $9,99 a month for basic plan which was supposed to guarantee you the advance which it did not after paying the membership fee and deposit was verified they denied my advance and said I didn't qualify because because my income that if I switched to premium package for $1**** I would qualify and so I asked the to switch my membership which was all on the same day and thought that since they charged me **** for basic and it was same day of purchase that I upgraded they would compensate for that charge and only charge me a extra $**** but didn't instead they charged me the $1**** on top of the $**** and refused to refund me the $**** I had just paid for the basic membership so I told them to close the account then and refund all my membership fees and they refused I explained they had no right to refuse my refund since I hadn't utilized the service and just made the purchase they continue to refuse stating they didn't have to because of their clause and so my membership fees wouldn't be refunded even upon closing the account so I continued to utilize the account for the month then I demanded they close the *********** had my direct deposit switch but they never closed the account in which around August of 2022 my identity had been stolen & used with B9 who had not closed my account as I demanded so my account has remained open & attempted unauthorized charges are on my account which I didn't know it until I received a email this month about a false advertisement & deceptive marketing tactic that caught my attention..this story doesn't end here by far and gets worse but I have run out of space to continue with remaining details but my consumer rights have been violated.

  Business Response

  Date: 11/15/2023

  Weve reviewed this customers complaint and researched the matter. We have refunded the fee and have reached out to the customer so that we may send them the funds as a courtesy. We have reviewed our records and found that this customers complaint is not consistent with our records or established procedures. It is our policy that customers close their accounts themselves through our app. B9 staff are trained on instructing and assisting customers on how to close their accounts but it is ultimately the customer that must close their account when the account is actively being used. In regards to our advertising, we take great steps to avoid any misrepresentation or misunderstanding in our advertising. There are several factors that contribute to our decision on whether or not provide a person with an advance and for how much. We have reviewed all prior communications with this customer and although privacy regulations prevent us from complete disclosure, we can state that this customers complaint is not consistent with our records.

• Initial Complaint

  Date:10/26/2023

  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.

  REFUND CONFIRMATION Order Information Description:*************************** - Order ****** Invoice Number ****** Customer ID 0 Billing Information *************************** ******************************************************* ************* 9793260521Shipping Information *************************** ******************************************************* Total:$****** (USD)Payment Information Date/Time:26-Oct-2023 11:35:56 EDT Transaction ************** Payment Method:Visa xxxx8417 Transaction Type:Refund Auth Code:042977 Merchant Contact Information EP and V LLC **********, ** ***** ** ****************************************** This invoice shows that I have received a refund for the service. I called my bank which is b9 *** to see if it was received and yes it was. But they rejected it because the debit card was not in use. I tried to explain to them that merchant can not change the debit card that is in use now. ****** is the refund that I am referring to. B9 is refusing to give me my refund. I would like for you all to help me with this issue.

  Business Response

  Date: 10/30/2023

  Weve reviewed this customers complaint. We understand their frustration and have contacted the customer personally. We are unfortunately limited in how we can assist the customer. In the event the merchant continues to refuse to assist, we would be happy to begin the dispute process in order to help resolve this matter.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20787866
  
  I am rejecting this response because: This a problem that can be resolved by refunding my money that went to the wrong card. How hard is it to see that they are able to give me a refund because it went to a different debit card and it could be rolled over to my  new card. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/22/2023

  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 created an account with this company. They indicated to contact them because of an issue with my ssn but they never responded only today after months of trying to resolve the issue they said i was ineligible. Ineligie are they for not actually responding to clients. I am glad i didnt do business with them. They are the worst.

  Business Response

  Date: 09/26/2023

  We've investigated this customer's complaint and determined the underlying issue. It is our standard procedure to immediately communicate with customers the resolution to any access issue or dispute. Our internal records indicate that this customer was contacted each time with how to resolve her issue but we never received a response.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20643669
  
  I am rejecting this response because

  thwy never responded to my request for assistance 
  Sincerely,
  
  *********************

  Business Response

  Date: 09/27/2023

  We recommend that this customer either check their spam folder or contact us personally. We can provide transcripts of all interactions between B9 and this customer along with timestamps showing timely responses.

• Initial Complaint

  Date:09/22/2023

  Type:Order 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 continued to route my direct deposit without my consent after I canceled my account. I didn't intend on continuing with the process and recieved an email confirming that. They have now stolen my direct deposit routing information and will not allow me to access the account. It will not send me the help email to access the account. I've now lost $1200 when I am already overdrawn and owe money to bills.

  Business Response

  Date: 09/26/2023

  We have reviewed the customers complaint and investigated the matter. A member of our customer service team has privately reached out to the customer to help her resolve the matter. Privacy concerns prevent us from disclosing specific information regarding this customers account; however, we can state that the scenario that the customer detailed in her complaint would not be consistent with our procedures. Upon receipt of a closure request, our staff is trained to inform customers that it is the customers responsibility to inform their employer of a change in their direct deposit information. When we do receive a direct deposit for a closed account, we automatically reject the fund transfer and send the funds back to the originator.

• Initial Complaint

  Date:09/20/2023

  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 closed my account, requested that they delete the direct deposit and I received a notification that they would notify my payroll department and because they didn't my payroll check was sent to them and now they're saying it's going to take them 3 to 5 business days to send it back to my employer. My rent was due today by then eviction will be filed. I need Immediate resolution.

  Business Response

  Date: 09/22/2023

  We have reviewed the customers complaint and investigated the matter. Privacy concerns prevent us from disclosing specific information regarding this customers account; however, we can state that the scenario that the customer detailed in her complaint would not be consistent with our procedures. Upon receipt of a closure request, our staff is trained to inform customers that it is the customers responsibility to inform their employer of a change in their direct deposit information. When we do receive a direct deposit for a closed account, we automatically reject the fund transfer and send the funds back to the originator. Unfortunately, the process may take up to 3-5 days to complete depending on the originator's own internal policies and procedures.

• Initial Complaint

  Date:09/09/2023

  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.

  On 7/31 I realized I had a bunch of unauthorized transactions on my account so I locked my card and contacted B9 customer service. I finally was able to put my dispute in on 9/4 and just 6 days later I got an email saying they finished my investigation and were denying my claim on 8/10. No way did they even take the time to investigate so I appealed that decision. On 8/14 I got another email stating Based on your decision to appeal the outcome of your claim, we are moving forward with the dispute process. We thank you for your business with us, especially during challenging times like these.? This notice is? in regard to your electronic funds DISPUTE:. After 10 business days I should of been offered a provisional credit which was on 8/28. *** tried contacting B9 multiple times and I finally received an email yesterday stating We are currently still awaiting a response from the merchant on your claim. Per Regulation E, provisional credit is required for qualifying claims per operating guidelines. As the qualifications were not met, no provisional credit requirements were necessary for your claim. This is absolutely incorrect on their behalf and they owe me a credit.

  Business Response

  Date: 09/15/2023

  Hello; We have reviewed this customers complaint and underlying dispute and have found no error has occurred. We cannot go into specific details regarding this customers account due to privacy concerns; however, we can confirm that B9 has properly and in good faith investigated this customers dispute in accordance with Regulation E requirements as well as internal policies and procedures. The customer has demonstrated an impressive understanding of Regulation E, so it should also be noted that a reassertion of error (see 12 CFR Part 1005(e)) does not impose the same resolution requirements that the original dispute imposes.
  We understand the customers frustration and welcome the customer to contact us in a more private forum so that we may discuss this dispute in greater detail.
  

• Initial Complaint

  Date:09/01/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 bank with B9 only had my account for a couple of months and someone took over 8 hundred dollars from my account and they are trying to say it was me when it wasnt. So after that I had cancelled my direct deposit so that no more money would get taken from me by B9. But when I got paid today September 1st my paycheck was deposited into the B9 account anyways when I had disconnected from that account. So as if of today I did the same thing. I really need help getting my money back because all of my belongings were with me at the time that it happened and you can see that the transactions were made back to back within a second or two and they were all the same amount for two stores that are in TH somewhere. They made over 40 transactions back to back. I would really love if I could get help.

  Business Response

  Date: 09/07/2023

  We have reviewed this customers complaint and have further investigated the matter. Upon conclusion of the follow-up investigation, we have communicated our findings with the customer. We are unable to further elaborate on this matter due to privacy concerns.

  Customer Answer

  Date: 09/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Diamonique *******

• Initial Complaint

  Date:08/29/2023

  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 bank account was hacked for $390.47 from Dive Bar in ********* TH and also from 65 LK Shop in ********* TH for $424.86 And the bank is pretty much telling me that I cant get my money back. ******* (B9)Aug 29, 2023, 14:27 PDT Hi **********, I am a manager here, and I understand you disagree with the outcome of your claim. Your claims were lost as they were contactless payments, and you stated your belongings are in your possession. The same device has accessed your account throughout, with no unknown or unusual sign-ins. Your card was only tokenized to a virtual wallet once for Contactless payments, as the very first action on the card, at which point you used it as Contactless going forward. No further tokenizations were authorized. As these transactions were conducted as Contactless, it does not present a fraudulent pattern to the disputed transactions.

  Business Response

  Date: 09/01/2023

  We have reviewed this customer's complaint and have found no errors with our disposition for the dispute. We understand the customer's frustration; however, a review of internal sources could not substantiate the customer's assertion. Privacy concerns prevent us from discussing this matter further in this forum but the customer is welcome to further discuss the matter personally.

• Initial Complaint

  Date:08/17/2023

  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.

  Got paid $1,500 from my work place to an account thats been closed & theres no way to contact the B9 bank, through the phone nor email. I need that money back or Ill file a lawsuit with my lawyer.************

  Business Response

  Date: 08/18/2023

  We have been in communication with this customer regarding this matter. The customer was informed of the disposition of his funds and is aware of next steps.

• Initial Complaint

  Date:08/15/2023

  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.

  On 8/12/23 I applied for an account with ********************** strictly for the advance services. After I entered a boatload of personal information I hit a button that reads "Agree and apply now" I hit the button and a pop up comes up and says "Oops! Something went wrong. Please try again". I tried again on the 13th and the 14th. Finally I called on the 14th and advised that they have no idea what that pop up means but that my request was denied. I asked why it was denied and no can tell me. Last I checked the **** requires that I get a reason within ******************************************************** they have no idea why. Additionally why does the *** tell you to please try again instead of saying "you've been denied"

  Business Response

  Date: 08/17/2023

  We've reviewed this complaint and understand the customer's frustration. We are unfortunately unable to provide specific details regarding this customer's complaint due to privacy concerns. What we can disclose is that B9's onboarding process is robust and thorough and may deny a membership for a variety of reasons. The customer is welcome to contact us personally so that we may discuss this matter in greater detail.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20469868
  
  I am rejecting this response because:
  
  There is no reason why the company cannot tell me why my membership was denied.   Perhaps Im being discriminated against as Im a disabled Veteran.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/17/2023

  We reached out to this customer personally to discuss the matter. We cannot go into specifics regarding this customer's account due to privacy concerns and the public nature of this forum; however, we have made an attempt to clarify and better explain our decision to the customer in a more private environment. We also want to address and reject the abhorrent accusation that B9 would discriminate against someone due to their veteran status. We appreciate our veterans at B9 and value their service. We would never discriminate against our customers or prospective customers due to their veteran status. We have no reason to check for veteran status during the onboarding process so would have never known that this customer is a veteran had he not raised the accusation.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20469868
  
  I am rejecting this response because:
  As part of B9s onboarding process they pulled data from my checking account.  As a result they would see that I have a monthly disability payment from the VA.  This would serve as proof of my status as a disabled Veteran. 
  

  again absent a reason for denial I have no other choice but to speculate on the reason, no matter how grievous.
  Sincerely,
  
  *********************