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:08/04/2023

  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.

  B9 is a misleading app for cash advance it stated that I qualified for 500 cash advance and they needed to verify my payroll then once I verified my payroll they went into my adp payroll and changed my acc details without my consent!!!! Once I realized that I contacted there support team a agent stated they will update my direct deposit I requested to close my acc and updated my payroll back agent failed to do so my pay check still went to the b9 acc that I didnt even authorize to have called customer service line that was no help and stated they couldnt do nothing about the issue now I have to wait a whole week to pay my bills that are due now imagine you working hard to earn to provide for yourself and now you have to wait a week to get your money back because of a scamming company that is not fair to me I would never recommend this cash advance at all to anyone b9 practices should be illegal!!!

  Business Response

  Date: 08/08/2023

  Weve reviewed this matter and have found that this complaint is misstating the facts. Our internal policies and procedures prevent us from connecting direct deposits to customer accounts without their prior affirmative consent. Our investigation confirmed that B9 followed all internal policies and procedures as well as all relevant federal and state regulations. We can also confirm that the underlying issue for this customers complaint has been resolved; however, privacy concerns prohibit us from going into any more detail.

• Initial Complaint

  Date:06/21/2023

  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.

  B9 will initiate a 75$ hold when you perform a gas transaction and they will hold the remaining initial hold for days instead of processing the actual refuel amount immediately. I performed two transactions and did gas twice for 25$ and they are just holding the other 100$ for no reason. Just refuse to process the transactions in real time. They try to blame the merchant like RaceTrac or Exxon but we all know gas transactions are immediate. ALWAYS. We all get gas daily. We know they are holding $ and not processing the transactions for no reason!

  Business Response

  Date: 06/22/2023

  We have conducted an internal review of this members account and have determined that the members complaint is with the merchant and their policies. It is common practice for gas stations to place holds on debit accounts that exceeds the actual purchase amount and to release the hold after the purchase has been fully processed. Although we sympathize with our member, we unfortunately are unable to expedite this process as it is dependent on the merchant. We unfortunately are unable to discuss this matter further due to privacy concerns. The customer is encouraged to contact us privately if they wish.

• Initial Complaint

  Date:06/01/2023

  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 joined the B9 service as a financial institution strictly for the advance service. I spoke with 3 reps and explained that I was hospitalized about 2 weeks ago due to health issues. I had an advance when my check deposited it did not pay my total balance for my advance, there was still a balance owed of 46.74. I spoke with several reps from the company whom informed me that if I paid the remaining balance I could restore my advance and take it back out. After explaining that I would have to borrow the money and borrowing the money and paying advance. The advance goes to 0.00. called and spoke with rep who said deposit has to be greater than 300 within 14 day period but I was not told that.

  Business Response

  Date: 06/05/2023

  The customer accurately described the events. We have consequently identified an opportunity to improve our customer experience and have taken steps internally to better communicate with our members. We apologize for not fully advising this member on our policies when we had the opportunity but intend to do better in the future.

• Initial Complaint

  Date:05/22/2023

  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.

  Ive been asking them to close my account and I keep getting the same generic reply to let them know to proceed, I email them to close it and nothing is done. Meanwhile Im getting charged **** membership fees. I want my account closed and the membership fees reimbursed.

  Customer Answer

  Date: 05/23/2023

  B9 finally resolved the issue that I submitted the complaint about
  
  Thank you
  *****************
  
  Sent from my iPhone

• Initial Complaint

  Date:05/20/2023

  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 just started using this "Service" and they have charged me 8 $1.50 "External wallet fees". I have not transferred any money to another wallet and there is no justification for these fees. They charged them all at once as well and there not attached to any transaction. In addition, they are holding over $140 from me for $23 of gas I purchased (which the merchant already completed the transaction). This is the worst experience I've had with any financial institution. B9 should be investigated for stealing peoples money and unethical/unfair business practices. Their customer service only provides generic responses, if they even answer at all (to which they have replied to one of my 6 tickets, and closed 5 of them without responding to my concerns). It seems they are charging people to use their own money.

  Business Response

  Date: 06/05/2023

  We have conducted an internal review of this members account and have found that the members complaint is without merit. All fees we charge our members are done so in full compliance with our internal policies as well as all relevant federal and state regulations. We fully communicate all fees within the Cardholder Agreement which can be accessed online or on the B9 app. We are ethically and legally obligated to be fully transparent with our fees. We unfortunately are unable to discuss this matter further due to privacy concerns. The customer is encouraged to contact us privately if they wish.

• Initial Complaint

  Date:05/18/2023

  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.

  Takes **** every week it seems for some membership for a basic checking account anytime I wanna transfer money out its a fee I just want my fees refunded Ive never asked for a advance because why am I ever putting my direct deposit info for yall to steal money never again to transfer money to apply pay **** to transfer to back **** not to mention **** weekly they seem to charge me. I am good and close this account like Ive been sfking for months

  Business Response

  Date: 05/19/2023

  We have reviewed the customer's account activity and are unable to find any merit to the customer's complaint. All of the fees we charge our customers are in compliance with federal and state regulations and are properly disclosed in our fee schedule which can be found within the Customer Account and Cardholder Agreement. Our Cardholder Agreement states that we charge $9.99 per month for a basic B9 membership. Our internal policies and procedures prevent ** from charging membership fees more then once a month or charging fees that are not fully disclosed in our fee schedule; however, we may pull funds when they become available if a customer does not fully pay their prior month's membership fee.

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 20073951
  
  I am rejecting this response because:I want my fees back Ive tried to cancel this account since they I got it **** a month for absolutely nothing **** to transfer money to Apple Pay. ** can have a whole 20$ in that account try to send to Apple Pay it gets denied but transfer 19$ itll get approved due to fees I just want my money 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/24/2023

  We have attempted to resolve this matter in accordance with federal and state law as ***** as our own internal policies and procedures. Due to privacy concerns, we cannot discuss this matter further. We encourage the customer to contact ** directly so that we may discuss and resolve this matter.

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20073951
  
  I am rejecting this response because:yall are a scam and I am reporting the company to the cfpb because yall promote false narratives
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/19/2023

  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 March 29th between 12:50PM and 12:59PM three fraudulent charges were made using my **** debit card. It appears they manually entered my card information to a square account of a merchant that doesnt even exist. The charges totaled the amount I had available on the card that day.A few weeks prior the bank app wanted me to verify my identity by taking a picture of my ID. My camera lens is broken so I installed the app on a friends phone to verify my identity using it. Afterwards he asked if he should delete the app, I said yes. The person who made the charges knew when I got my deposit and how much it was for. I confronted my friend about it and he denied taking my money. The **** debit card information is available in the app. I had physical possession of my card at all times. I found out my money was taken on the 29th about 4 hours after it was taken when I tried to send $40 from cashapp using my card and it was declined. I checked and saw I only had $5 available so I tried to send $5 and it failed because of a .10 fee so I send $4 I contacted B9 to report the fraudulent charges. They completed their investigation said that the charges were authorized. Their investigation is wrong and 100% false. I have filed a police report about the fraudulent charges.

  Business Response

  Date: 04/25/2023

  We have reviewed the customer's account and login activity. Upon completion of our investigation, we have determined that the customer's complaint is without merit and their associated request is to be denied. We conducted our investigation in accordance with internal policies and procedures as ***** as relevant federal and state regulations.

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19954155
  
  I am rejecting this response because:
  

  someone stole $1,152.69 from my account and Im not going to just let that go. I provided them with text messages from me to someone showing my whereabouts and a statement from a friend that confirmed my whereabouts. I was driving in route to my friends house when the merchant states I was at the *** for the purchase. Totally not possible.
  

  Its obvious fraud.
  1st purchase for numerous clothing items for $600 at 12:50:16 PM 

  then 37 seconds later

  2nd purchase for numerous clothing items for $500 at 12:50:53 PM

  For one, they didnt charge sales tax and secondly someone couldnt even ring the items up that fast let almost pick items out  

  And based on the address on the invoice, the merchant is an apartment. 

   

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

• Initial Complaint

  Date:04/13/2023

  Type:Product 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 opened a B9 account a while ago. I was supposed to be notified of my check being deposited I was NEVER notified about my check being deposited and they used my money for monthly payments towards a membership. I want a full refund and want to close my account

  Business Response

  Date: 04/19/2023

  Hi! After reviewing the customers account activity, we were able to determine that B9 properly adhered to all internal policies and procedures as well as all regulatory requirements. Any alleged failures or oversights did not occur due to B9. We can confirm that as a courtesy to the customer, we did fully address the customers complaint and believe the customer is satisfied with the resolution. However, we are unable to provide specific details due to privacy concerns. Thank you.

  Customer Answer

  Date: 04/19/2023

  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,
  
  Makenzie Battle

• Initial Complaint

  Date:02/20/2023

  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 use b9 for my banking. On 2/16/23 I used my B9 bank card to pay for groceries at Giant. The first time I swiped my card, it was declined, so I swiped again. B9 actually charged my card twice. I contacted support, who informed me that once the payment clears, the duplicate would be reimbursed. Today, 2/20/23 one payment is cleared, the other still pending, and ******* has told me it may be 3 more days until I am reimbursed.

  Business Response

  Date: 03/09/2023

  An internal review has determined that this matter has been resolved. The customers complaint has been addressed and the transaction in question has been removed in accordance with internal policies and procedures.

• Initial Complaint

  Date:12/30/2022

  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.

  B9 closed my account w/out notice. They claim they sent me emails requesting information from me, but they never FORWARDED the emails they claim to have sent. They claimed they needed to confirm my identity - that was done when I opened my account - they claimed they needed proof of employment - that was done because I had one direct deposit from my employer AND I had corresponded with B9's purported CEO via LinkedIn. Then they claimed that I had "unusual" ACH withdrawals from my account. The ONLY ACH withdrawal was from the *** for a payment plan! "Unusual?" The ***? Perhaps what is unusual is that this place seems to have less than 30 employees, who knows where in the world.

  Business Response

  Date: 01/04/2023

  Hi! We have researched this matter and determined that we have taken all appropriate action in accordance with regulatory requirements and B9s policies. B9 takes its fiduciary and legal responsibilities very seriously and is committed to helping its customers. We are unfortunately unable to further discuss specific information regarding this account due to privacy concerns.