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:09/14/2025

  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.

  I made a purchase with ******* on August 15 for 305 and some change charge was adjusted and cleared on August 21st for $279 then August 23rd I was charged again for the fixed amount on the 21st for 279 the charges on the 21st are still processing while the charges for the 23rd cleared and now new charge for a purchase I made on September 6th for ****** is processing that charge was adjusted to 282 on September 12th with a second charge and now today I was charged the 282 again leaving three pending charges for that one *********** far this company has taken 300 of my money and now I have a 557 dollar negative balance and they arent doing anything thing even when told the merchant didnt double charge and payment was settled on merchant end

  Business Response

  Date: 09/15/2025

  We have reviewed this matter and want to clarify that our company does not have the ability to intervene in or release pending charges. Pending transactions are controlled by the merchantin this case, ********** the merchant determines when to release or settle them.
  
  
  If a merchant places multiple authorizations or adjustments, these may temporarily appear as duplicate or additional charges. However, once the merchant finalizes the settlement on their end, any unnecessary pending transactions will automatically drop off.
  
  
  We understand the frustration this situation may cause, but please note that we cannot manually remove or adjust pending transactions. We recommend continuing to monitor your account, as the pending charges will resolve once the merchant completes the settlement process.
  
  

• Initial Complaint

  Date:09/09/2025

  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.

  False Advertising - Unfulfilled $1000 Credit Limit Increase Promise B9 advertised a credit limit increase from $750 to $1000 for pay advances, but failed to honor this advertised offer despite multiple customer service confirmations. - Saw **********************'s advertisements promoting $1000 limit increase - Contacted customer service multiple times to confirm the increase - Was repeatedly told the limit would increase to $1000 - When attempting to use the service, was told I had reached my $750 limit (the original limit)This false advertising has caused inconvenience and prevented me from accessing the financial services I was promised and planned to use.Desired Resolution: - Honor the advertised $1000 limit increase as promised - Ensure advertising accurately reflects available services - Provide compensation for the inconvenience caused by misleading practices

  Business Response

  Date: 09/11/2025

  Were happy to announce that our pay advance limit has now increased to up to $1,000. However, please note that clients who previously qualified for a $750 advance will not automatically jump to the $1,000 limit immediately. Advance limits grow steadily with each advance taken, as long as clients maintain consistent deposit patterns and amounts, until the maximum of $1,000 is reached.
  We understand this may have caused some confusion, and we appreciate your patience as we continue to improve our services. Our goal is to provide a safe and sustainable way for clients to access higher advance amounts over time.
  
  

  Customer Answer

  Date: 09/12/2025

   
  Complaint: 23858643
  
  I am rejecting this response because the company has not provided any updates. My account was frozen 5/3. I've reached out mulitple times asking what is the issue and the company has not provided me any information. I've also requested to close the account and have cash app refund $54.00 but all they do is send an AI response "We provided accurate information" and then close the case.

  Cash app please close my account and refund the $54.00 back to my account.

  I no longer want to do business with you and couldn't imagine anyone would after you freeze someones account and it's been over 5 months and not reaching out to the user or letting them customer know what is going on or what additional information you

   

  Close the account and refund now.

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

  Business Response

  Date: 09/12/2025

  Advance eligibility is determined by several factors, including account history, deposit frequency and amounts, spending patterns, and B9s current criteria, which may be updated from time to time. While the $1,000 advance represents the maximum available, it is not automatically guaranteed. Clients may become eligible for higher limits, including up to $1,000, through consistent deposits and responsible advance history. The specific amount available at any given time can always be reviewed in the advance calculator within the app.

• Initial Complaint

  Date:09/05/2025

  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 have been *************** customer for more than 15 years always getting my direct deposit through Bank, for same reason i dont know how I ended up in this situation with B9 scam. I have been trying to get my 800 dollars transferred from B9 to my bank account for the last 3 days and my money still not received. A simple transaction it is costing me money and a nightmare. How I ll change my direct deposit that I can use my money any time I want too, to this crappy app. I want my money now. Thanks

  Business Response

  Date: 09/11/2025

  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:09/04/2025

  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.

  Have been trying to close my account but have a balance of ****** in my checking account. You need a 0 balance to close account but your account needs to be verified by picture id in their app. I have tried numerous times with a valid Massachusetts Drivers license and also with a valid United States Passport When trying to upload the documents on their application all I receive is failed message. The uploads I have sent are of online Chat with a "*****" who just ignores the chat. I have also sent emails with no response. I just want to close this account.

  Business Response

  Date: 09/11/2025

  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: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.