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:11/15/2025

  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.

  Made a purchase. This amount was charged 3 times. One processed, one dropped off, and one is pending two weeks later tying up my money . I really feel like b9 is a scam and will not be depositing any more money in this account ever.

  Business Response

  Date: 11/20/2025

  Thank you for the opportunity to respond to this complaint.
  We understand how frustrating it can be to see a charge showing as pending and not know whether funds were taken. The charge referenced in the complaint is a pending authorization placed by the merchant. When a card is used, the merchant may request an authorization hold to verify available funds. This hold is not a completed transaction, and no money has been collected by B9.
  A pending authorization remains visible until the merchant either completes the transaction or releases the hold. If the merchant does not finalize it, the authorization will automatically fall off based on the payment networks rules. These timelines are set by the merchant and the card network, not by B9.
  Financial institutions, including B9, are not able to cancel or manually remove a pending authorization. Only the merchant can release the hold early.
  We understand this situation can be confusing, and B9 continues to follow standard card-network procedures to ensure accurate handling of pending authorizations.

• Initial Complaint

  Date:11/13/2025

  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.

  Grocery store purchase was for 80 dollars the posted transaction was for 125 dollars. **************** was uncooperative and refused to dispute my claim.

  Business Response

  Date: 11/19/2025

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

• Initial Complaint

  Date:11/13/2025

  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.

  This company just desactivated/block my account for no reason on my pay day. there was not unusual transaction or any attempt to contact me about any matter until the day I login to confirm my direct deposit and I was not able to access the account or funds, I called and put in several tickets, all i get is a you need to wait and unable to get a hold of any supervisor over the phone, this is absurd these people seem to be playing with people money and paychecks as the want to and than ask the customer to wait, also the representative are always speaking over you and have a rude terrible attitude. Thinks twice before using this app

  Business Response

  Date: 11/19/2025

  We have reviewed this customer's complaint and can confirm that the underlying issue has been resolved. This customer is encouraged to contact us directly if they require further assistance.

• Initial Complaint

  Date:11/03/2025

  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.

  Hi, so I had deposited some money into my account and I noticed that money was missing from my account and also being charged 2, 3 times for the same transaction. I reached out a first time to customer service, I spoke to ********* the first time they told me transactions were still pending and to wait a couple days. I had waited went back to check my account I still have $90.77 transaction that isnt mine. I also was charged twice with a $70.80 transaction. I reached out to customer service once again I got connected with a certain ****** and they didnt say a word to me (this is all by the chat by the way). I explained the situation and waited a whole hour they didnt even bother to just even greet me and tell me they are trying to figure things out. I am extremely frustrated. I will go the legal route if necessary, its not about the money but the principle.

  Business Response

  Date: 11/10/2025

  Thank you for forwarding this customers concern.
  
  The transactions mentioned appear to be pending transactions. A pending transaction is a temporary authorization hold that a merchant places to verify available funds before finalizing the purchase. This hold reduces the available balance but is not an actual withdrawal from the account.
  
  ********************** does not have control over how long a merchant keeps a transaction in a pending state or whether they complete or release it. Typically, pending transactions are automatically released or posted by the merchant within 37 business days. If the merchant does not finalize the charge, the authorization hold will expire, and the funds will return to the available balance automatically.
  
  We understand the customers frustration and assure that no duplicate charges were made by B9. These holds originate from the merchants payment processing system.
  

• Initial Complaint

  Date:10/28/2025

  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.

  Oct. 18 2025. 1. Someone logged into my account at *** and took a loan. 2. They Proceeded to do a B9 Person to Person Transfer to a Skylyn ********** (I have never heard of this person) with the comment (TV purchase) 3. They Took 427 from my account and left me with $.05. On Oct. 19, 2025 I received a welcome to B9 email asking me to login.4. I requested a refund and B9 and they responded by insisting that I did log in. 5. I requested the ** address from the logging in and have not received it. 6. B9 refused to refund my money. 7. I would like my $427 back and my account closed asap.

  Business Response

  Date: 11/03/2025

  We have reviewed this customer's complaint and can confirm that the underlying issue has been resolved. This customer is encouraged to contact us directly if they require further assistance.

• Initial Complaint

  Date:10/23/2025

  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.

  10/22/25 They took money without my permission from my wisely account to pay for advance and I didn't approve it and I always pay my advance back with my ssi check

  Business Response

  Date: 11/07/2025

  Thank you for contacting us. Please note that every deposit made to a B9 account is automatically applied toward repaying any active B9 Advance, even if the full repayment is not yet due. This process helps ensure timely repayment and continued eligibility for future advances.
  Once the current advance is fully repaid, customers may become eligible for a new advancetypically within about an hour if general program conditions are met. We hope this clarifies how our advance repayment and eligibility process works.

• Initial Complaint

  Date:10/15/2025

  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 made a purchase at *********** for $214.43 on 9/20/25, and somehow the authorization pended on my account 3 times. One of those came off after a few days, and one posted, but the third one has been pending since then. **************** refused to assist and told me I had to wait until 10/20 for my money! I contacted ******* and they referred me to my bank. I again contacted B9 (backed by ******) and again they refused to assist and wouldnt even escalate the matter to a manager.

  Business Response

  Date: 10/21/2025

  We have reviewed this customer's complaint and can confirm that the underlying issue has been resolved. This customer is encouraged to contact us directly if they require further assistance.

• Initial Complaint

  Date:10/12/2025

  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.

  On September 10, 2025 ( The start of everything ) I switched my payroll to B9. B9 notifies me about every single purchase being approved ! They have these CRAZY HUGE FEES that insanely takes my money of trying to transfer MY MONEY to my other cards. I was having troubles trying to send money from B9 to external cards anyway !!! Sep 13, fee $4.89, Sep 20, fee $4+$4.65+$4+$4 equalling a total of $16.65 in ********* THEN Sep 21, fee $4. Lets already say sending money to a card is a $4 fee and that is a lot actually !!!! and at first I felt it sounds ok until it adds up and they take money for just regular shopping !!!! A wire transfer LITERALLY had to be the only option for me and they TOOK A WHOLE 20$ fee on Sep 25 !!! for me to even be able to do a wire transfer of sending $35 to my other bank ! So before SEP 25 !!!! of not being able to make any kind of external transfers on a card !!! WHAT ARE THESE OTHER FEES FOR IF I COULD NOT SEND MONEY ON A CARD !!! On Sep 27 took $4 as a fee for shopping !!!! After FINALLY finding a WAY to send money to a new card I LITERALLY HAD TO OPEN which is ****** on Oct 4 they took $4+$4+6.46+4 in fees which is new on the $6.46 one ! What happened to 4 fee on sending money ? Oh I see THE AMOUNT OF MONEY BEING SENT GROWS THE ********* totaling to $18.46 in ********* THAT IS $***** in FEES ALL TOGETHER FROM ME JUST BECAUSE !!!! THEY ARE TAKING TOO MUCH MONEY IN FEES AND ALREADY HAVE A MONTHLY SUBSCRIPTION TO USE THEIR ******* subscription is ***** monthly !!! Thats incredibly INSANE just to use your app !!! THEY ARE FRAUDULENT !!!! Ive called them so many times and they claimed they were going to send a refund but not guaranteed and didnt get any update on anything !!! THEY CLAIM FEES IS NON REFUNDABLE !!!! THAT IS ME LOSING MONEY BY TRYING TO SEND MY OWN MONEY !!! I WANT MY ***** BACK AND SWITCH MY PAYROLL !!!! Using the app is enough !!! THEY ALREADY TOOK ***** for monthly subscription of already using the ******* I WANT MY MONEY

  Business Response

  Date: 10/17/2025

  Thank you for bringing this matter to our attention. We appreciate your feedback regarding transfer fees and take such concerns seriously.
  Please note that there are several cost-saving options available to our members:
  Use no-fee ACH transfers this method does not incur a processing fee.
  Deposit $5,000+ monthly via direct deposit this automatically removes the monthly subscription charge.
  Pay with your B9 **** Debit Card you earn  up to 5% cashback on eligible purchases, which can help offset any fees you do incur.
  We value your business and hope these options make your experience more cost-efficient and convenient.

  Customer Answer

  Date: 10/17/2025

   
  Complaint: 24005982
  
  I am rejecting this response because you are  trying to explain yourself instead of fixing my UNFAIR problem. If I have to go further in getting my refund I will. $54.11 is what you need to give me and my account shouldnt be in the negative right now. The app bank history doesnt even show how my money subtracts in calculation ! Thats how untrustworthy your business is. You dont seem to care because its already bad reviews on your business and all you can do is just explain yourself instead of actually fixing the customers problem and fixing the problem of your business which means you dont care about your business. You seriously take peoples money just for using your app. I dont see your app being a thing anymore in the long run. I dont get paid enough and thats why I changed my payroll. Youre not getting nothing else from me, if you think youre not gonna give me a refund. Once this get situated, I will close my account and never use the app again.

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

  Business Response

  Date: 10/24/2025

  Thank you for your message and for outlining your concerns.
  
  
  We understand that fees are an important part of a members decision when using any financial service. B9 clearly discloses all applicable transfer fees, subscription plans, and funding options in-app and within the Terms of Service prior to use. Fees for transfers, wires, and subscription plans are not charged arbitrarily they reflect the processing cost charged by networks and third-party partners and are displayed before a member confirms any transaction.
  
  
  B9 also provides cost-saving alternatives so members may avoid or reduce fees, such as fee-free ACH transfers and the option to remove the subscription fee when qualifying deposits are met.
  
  
  With respect to refunds, B9 follows a standardized policy that is applied consistently to all members. Transfer-related fees are non-refundable once a transaction is completed because the processing cost is incurred at the moment of execution.
  
  
  We understand that you are considering discontinuing service. You are free to move your payroll at any time. Once the subscription period ends and no further qualifying transactions occur, the account can be closed at the members request in accordance with our standard closure procedure.
  
  
  We appreciate the opportunity to clarify our fee structure and policies and remain available to provide general information or answer questions regarding terms and options available to all users.
  

• Initial Complaint

  Date:10/11/2025

  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.

  So I recently opened a secondary account with **********************, to see about some of the advantages they claim to extend their customers, so I had 2 separate deposits both totaling $452, 1 deposit in the amount of $200, 2 deposit in the amount of $252, both said deposits went in on 10/9/25 and yesterday which would have been 3 days after the transfers they both were showing still pending status so I call and spoke with a representative with B9 bank, she said that she would be submitting a ticket to the I.T department and they should be able to get everything taken care of and the money released, I do have screenshots of all Im saying as well, she told me to keep an eye out for either an email, or the money to be released in the account, well approximately ***************************************************************************************************************************************************************************************** anywhere under my account, so I immediately called back and spoke with another representative and she said they were declined and that I needed to call my main bank ( ****************) and I did and they said that nothing was returned and that the deposit was posted on ***** Fargos end and nothing had been returned, and that they would have to dispute the charge because it was processed and not returned as stated my B9, so basically they made $452, disappear and wont do anything about it. I plan on pursuing further and again I have all receipts i.e screenshots, **************** has recorded conversations, plus emails, something needs and should be done.

  Business Response

  Date: 10/17/2025

  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: 10/18/2025

   
  Complaint: 24004185
  
  I am rejecting this response because:I have not spoken with anyone from the bank but by email and I provided the information and documents that Ive provided BBB, this is unsatisfactory and I still have not received the money that I worked for and I need something to be done .

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

  Business Response

  Date: 10/20/2025

  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:10/10/2025

  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 set up my direct deposit with b9. I receive payroll every Thursday. 10/9 i did not receive my payroll. I contacted my jobs payroll and they said that the funds were sent successfully. It is now 10/10 and i still havent not received my funds into my b9 account. Ive called customer service 6 times total and no one was helpful. Everytime i call they say i will receive it soon or we still dont see a deposit I believe im being scammed and they are stealing my money! One agent asked for a trace number of the deposit. I gave it to her and she said she would call me back when higher *** get back to her. B9 is a scam.

  Business Response

  Date: 10/17/2025

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

  Customer Answer

  Date: 10/17/2025

   
  Complaint: 24001646
  
  I am rejecting this response because:

  This company has NOT reached out to me bot once. I still have to call in order to continue talking to them. Also it is now 10/17 and was supposed to be paid 10/9 and still no check!
  
  Sincerely,
  
  Lamyla ********

  Business Response

  Date: 10/18/2025

  We appreciate the opportunity to respond. Our team has been sending updates to the customer by email. We kindly ask the customer to check their inbox, including spam/junk folders, for our latest communication, and we are prepared to resend it upon request.