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:08/24/2025

  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.

  I have need to close an credit card that is being charged that supposed to no longer exist o have asked to file a grievance and speak to a manager which I have had several attempts to speak to an agent and have been ignored in my request as well as have had my request in a chat cut off and disregarded by A ******* at the company and **********i believe this to be a purposeful practice to ignore my issue and ***** my complaint

  Business Response

  Date: 08/26/2025

  We have reached out to this customer privately and are attempting to resolve the matter. We unfortunately cannot discuss the matter in greater detail due to privacy regulations.

• Initial Complaint

  Date:08/15/2025

  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.

  I agreed to automatically depositing ****** which never came,then I noticed they had a ******* advance on there I never reicieved or agreed to

  Business Response

  Date: 08/19/2025

  We apologize for the customers concerns. ********************** posts funds immediately once we receive them. Because B9 does not display pending deposits, if a deposit is not visible in the account, it typically means we have not yet received it from the sender.
  
  If a deposit appears to be missing, we encourage the customer to reach out to us directly and provide the 15-digit trace number. With that information, we will be happy to assist in locating the deposit.
  
  

• Initial Complaint

  Date:08/13/2025

  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 close my account today without notice and block my card with my money on it.Because I asked them to look into some **** charges they refuse to refund me my funds or even unblock my card so I can transfer my funds somewhere else

  Business Response

  Date: 08/19/2025

  We apologize for the hardship that this customer has been experiencing. For any account closures, notice is provided and any remaining funds are returned to the customers designated account. This customer is encouraged to contact us directly should they require further assistance.
  
  

• Initial Complaint

  Date:08/13/2025

  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 left my phone with my children and babysitter overnight, and they inadvertently engaged in a game involving real money. Upon discovering this, I contacted both them and my bank. The bank locked my account, preventing access to the remaining funds, but allowed other transactions to proceed. Although they informed me that my account was accessible again, I found that all funds were depleted when I attempted to purchase gas, and I still do not have access to my account. This is not the first occurrence of such an incident.

  Business Response

  Date: 08/19/2025

  We apologize for the hardship that this customer has been experiencing. We are currently reviewing the customers dispute through our standard dispute investigation process. The matter remains within the regulatory time frame for resolution. Due to privacy and regulatory requirements, we are unable to provide additional details publicly.
  
  

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23740910
  
  I am rejecting this response because:
  You did not help or resolve anything b9 took money for the second time Im aware of and then just deleted my account with out any kind of resolving! Stole money and got away with it and no one to actually talk to about the matter!! 
  Sincerely,
  
  ****** ********

  Business Response

  Date: 08/22/2025

  We apologize for the frustration this customer has experienced. Please note that when a dispute is submitted, it is formally reviewed and investigated in accordance with regulatory requirements. A resolution is provided once the dispute investigation has been concluded. We encourage this customer to contact us directly if further assistance is required.
  
  

• Initial Complaint

  Date:07/25/2025

  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.

  After seeing an online advertisement, I signed up for an account with B9 in February 2025. The advertisement I saw on the internet encouraged opening an account with them to qualify for an up to $750 cash advance. I downloaded the B9 app and created the account. At the end of the account creation process, I had to add a direct deposit in order to qualify for the advertised perks of this banking service. I allocated a small percentage of my paycheck to be direct deposited to the B9 account. In the setup process I was also informed that I was a basic member ($11.99/mo to qualify for B9 perks and services). I had two direct deposits added to my B9 account and by March 20th, I was ready to utilize my account. Right off the bat, I had problems using my B9 digital card and accessing the money in my account.- card features were not working properly in the app. B9 was unable to provide adequate virtual card services and reasonable access to the money in my account, as agreed upon in the terms of service. On March 23rd 2025, I added the virtual card to my Apple wallet and added $650 to my Apple Pay account from my ********************** Virtual Card. There was a remaining balance of ~$60 in the B9 account.B9 charged me an external card fee on March 26th for $23. Per the B9 terms of service agreement, B9 claims they do not charge fees for virtual card transactions. Additionally, I was charged the $11.99 membership fee on February 27, 2025 and February 28, 2025. Lastly, B9 liquidated the balance I left in the account by paying themselves the recurring membership fee and even adjusted the final membership fee by 48 cents ($11.51) on April 29, 2025, bringing the account balance to $0.00. I receive constant text/email solicitation from B9 telling me Ive qualified for a bogus cash advance and to open the app to claim this bogus advance. I want the constant and misleading solicitations to stop. B9 is ridiculous.

  Business Response

  Date: 07/25/2025

  Thank you for the opportunity to respond. B9 is a membership-based financial service that offers tools such as early wage access, a digital card, and direct deposit features. The monthly membership fee goes toward maintaining the account and providing access to these services. This fee is clearly disclosed during the sign-up process.
  
  Advertised advance amounts are up to a maximum and are not guaranteed. Eligibility is determined based on a variety of factors, including deposit activity and account usage. While ********************** does not charge fees for using the virtual card, fees may apply when transferring to third-party wallets, depending on the external provider.
  
  Marketing notifications are based on internal eligibility criteria, and customers can opt out at any time. We appreciate the feedback and are always working to improve clarity and service.
  
  

• Initial Complaint

  Date:06/20/2025

  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 received my direct deposit confirm my identity paid for instant transfer for my funds to be transferred from b9 to my banking account was charged 3.5% of fee for instant transfer its been two days since transaction and I am still seeing a processing

  Business Response

  Date: 06/20/2025

  We apologize for the hardship that this customer have been experiencing. The underlying issue in this complaint has been resolved.

• Initial Complaint

  Date:05/23/2025

  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.

  5/23/2025 B9 *********** I did a B9 To B9 internal transfer. I had my debit cards revoked from this company cause I filed a dispute. So I had to send money to another B9 Member which is a family friend of mine. The Transfer should have only took minutes to transfer as per B9 faqs page. My vehicle had got repossessed and I had to make a payment on my vehicle today so I didnt inquire more fees. This person I sent my money to ***** received the funds. The funds come from my veterans disability check. So theres no reason for the bank to investigate or interrupt the transfer. The Bank also charges me ***** to use their services. Theyre using false and misleading business practices Im also requesting theY be responsible for any other fees that may come for me getting my vehicle back due to the transfer not being delivered on time.

  Business Response

  Date: 05/29/2025

  We sincerely apologize for the inconvenience  this customer has experienced, especially given the urgency of their situation.
  B9 internal transfers between members are typically delivered within minutes, as stated in our FAQs. However, in rare cases, delays can occur due to internal processes and reviews. While we strive to ensure fast delivery, we cannot guarantee instant processing in 100% of cases.
  We have reviewed this specific transfer and can confirm that the issue has since been resolved.
  While we empathize with the challenging circumstances described, B9 cannot assume liability for third-party outcomes such as vehicle repossession or any related fees.

• Initial Complaint

  Date:05/12/2025

  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.

  April 28th 2025 they charged me twice the amount of $17.50 for a card fee they claimed was another merchant, and the the same day $10.50 which was listed as another card fee and when I called they said was another merchant . The said that ***** charged me $100 on May 9th and I looked on my Apple Card and on my apple account and apple disnr charge me, they took it and then they said **** ***** charged me the following day for the exact same amount I paid in groceries the day before $262.66. There is one person who answers the fraud line and despite all this fraud, she kept telling me couldnt do anything and I needed to contact the merchant. The merchant doesnt have my money- they do! Not only that but the largest amount of fraud with **** ***** is still processing so that is exactly when they could stop the transaction. I am just sick to my stomach. Im a single mom and this is all we have.

  Business Response

  Date: 05/19/2025

  We understand your concern and appreciate your patience. A pending transaction appears when a merchant has authorized a charge, but the funds have not yet been fully settled or posted. This is a normal part of the payment process and is controlled by the merchant and payment networks, not B9. Unfortunately, we are unable to expedite or cancel pending transactions on our end. The transaction will either finalize and post to your account or expire and be released.

• Initial Complaint

  Date:05/01/2025

  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 signed up for direct deposit with B9. My money is in my B9 account and I cannot access it. I tried to validate my PA id through their app and it would not go through. My id is valid not expired nor faded or messed up in anyway. I got paid today and need access to my money to get gas for work. I paid 3 for premium support which claims to have a response time of an hour or less and haven't recieved a response for hours, additionally I sent an email which hasn't been responded to, and called the customer helpline. I told them I can also provide my social security card and birth certificate if need be. Finally hours later I was able to reach someone who took my information but told me they had to forward it to the it **** and that it may be hours or even days before I can access my money. My only option currently is ACH transfer which has a turn around time of 1 to 3 business days which I most certainly do not have the time for. I have work in 3 hours. I am by no means saying this is a horrible company I haven't been with them long enough but customer service and the app/verification process could be a whole lot better. I have multiple valid versions of ID and just want access to my own money.

  Business Response

  Date: 05/05/2025

  We have reached out to this customer privately and are attempting to resolve the matter. We unfortunately cannot discuss the matter in greater detail due to privacy regulations.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23272909
  
  I am rejecting this response because: i haven't been "reached out to" that is a complete and total falsehood. As previously stated i emailed called and even paid 3 dollars for "premium support" when I finally was able to reach a live human i was told the issue was forwarded to their IT **** and that the IT **** cannot be reached by phone. Since receiving that response I haven't been contacted even once. I have sent numerous other follow up messages and all that happens is they roll them up into the regular ticket and close them. The IT **** may be busy im sure I don't know how many people they employ but no one is that busy that we cannot have to come upon a resolution by now. I opened this complaint Thursday it is now early Tuesday morning. I haven't had access to my money, I even lost a day of work to not having Gas to get to my job due to not being able to use the virtual card. Frankly it's getting ridiculous. I even contacted the bank that works with them *********** and trust and recieved no response from them as well. The issue has not been resolved and im beginning to believe that they do not want it to be resolved. I initially believed that they just had bad customer service and maybe are understaffed. I am now beginning to believe that it's actually being done with some malicious intent especially after reading their response to you. I would like to reiterate they have not contacted me everything the wrote in response to you is a lie and the reason they "can't speak about it" is because they haven't done a thing about it there's nothing for them to say. Most banking apps take chime just for example give you immediate access to your virtual card day 1 there is no reason that it is Tuesday when I got paid Thursday and I still can't use my own money. 

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

  Business Response

  Date: 05/06/2025

  Weve contacted the customer directly and are actively working to resolve the matter. If the customer hasnt received the message, we kindly ask them to check their spam or promotions folder for an email from ****************** Due to privacy regulations, were unable to share further details publicly.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23272909
  
  I am rejecting this response because: still haven't been reached out to, issue hasn't been resolved. Most banking applications offer virtual cards day one of signing up for the app without virtual id verification. I've offered to send them pictures of my id ss card and or birth certificate. I also do not understand why their IT team can't just email me instead of going through the application.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:04/27/2025

  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.

  B9/Evolve Bank received my DD on *********, my birthday, the day my license was expiring and the day before I had to bury my brother! This was our first interaction and the system took the front and back of my Federal ID badge and validated it not once but twice. But system wasnt happy, so I had a picture of my state ID, which they said they didn't want a picture of a picture, but I figured it would just corroborate the Fed ID, it too was validated twice. yet they wouldn't release my funds, even after I volunteered all the extenuating circumstances I had occuring, and this was my spending money from my check being held hostage. As of now 8:57pm cst., Sunday evening, I can't access my funds. And they keep pushing messages for me to connect my account and my response each time is how did the money get in their hands then , duh.

  Business Response

  Date: 05/05/2025

  We apologize for the hardship that this customer have been experiencing. The underlying issue in this complaint has been resolved.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23257294
  
  I am rejecting this response because: My money was moved ACH finally, but in the maentime the fat remains that their system verified both of my ID's twice and there was no excuse not to release my funds.  I missed a family members interment service and my appointment the next day at *** to renew my license! So the state ID was still good that night and the initial ID used was my Federal work ID.  It said government issued ID and that's what I presented.  The fact that I was sharing the strain this was putting on my emotional state, was unmoving for them because they just kept sending emails saying the case had been combined , but combined with what?  Did it matter this was my weekend spending money and the kept it hostage for several days and then had to move it ACH which was a 1-3 day process.  So no I'm not satisfied because if the machine said both validated , then what factor makes the human being say not good enough, with or without Federal ID.  Sounds almost discriminatory.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/06/2025

  We sincerely apologize for the hardship this customer has experienced. In accordance with regulatory requirements, were unable to proceed with the account unless it is fully verified and a valid, eligible physical ID is accepted by our system. We also regret that the *** return process took longer than expected and appreciate the feedback were actively working to improve our processing timelines.