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:12/27/2023

  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.

  12/07/2023 - $9.99 for membership that allowed and boasted up to $500. But only offered $40 on $2000 monthly. If I agreed to pay $19.99 it would open up a higher advance limited, for me $50.12/07 - $1`5.00 & $6.86 for card transfer fee. I did not have a card and they Boasted a Virtual card which they locked. For total of $31.85 on 12/07/2023.12/23 - $14.10 and $15.00 for a total of $29.10. They called the ones on 12/07/2023 as Card transfer fee, and the ones on the 12/23 after they game me a Virtual card, we called External Wallet Fee. On 12/24/2023 the took $2.14 for January's $9.99 fee.I may have agreed to these fee's unknowingly as they are not widely advertised and I have called twice now waiting for a manager to return my call and as of filing this complaint I still have not talked with any one from B9 Management

  Business Response

  Date: 01/10/2024

  We have reviewed the customers complaint. We are unfortunately unable to discuss this customers account in detail due to privacy concerns. We can state that we do make every effort to be fully transparent with our fees and policies. As this complaint indicated, not every customer will be eligible for a $500 advance as there are multiple criteria involved in determining eligibility. In order to improve transparency, weve developed tools that allow customers to simulate various scenarios to help show future advance eligibility. We understand the frustration with fees; however, we offer multiple methods for customers to transfer funds including free ACH options in addition to our instant option that charges a fee. We encourage this customer to contact us in private to discuss this matter further.

• Initial Complaint

  Date:12/13/2023

  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 have been trying to make a purchase using my B9 virtual card for an hour and keep getting declined. I then tried to log in to the app to see what the issue was, but I keep getting timed out or seeing an error. Next, I tried adding the card as a payment method instead of checking out with Apple Pay, and it told me that my card which I just used two hours ago and that holds my full direct deposit that I just received this evening, is somehow invalid! As a *****************, I remembered that I had the card linked to my Cash App so I tried to transfer my money into there so that I could actually access my hard-earned funds that I have every right to access whenever I please. I received a decline due to INSUFFICIENT FUNDS. I am now panicking because my money seems to be gone, and literally just got paid. This needs to be fixed immediately.

  Business Response

  Date: 12/18/2023

  Although privacy regulations prevent us from disclosing specific details regarding this customer's account, we can confirm that we have reached out to the customer and our records appear to indicate that the customer's issue have been resolved. The customer is encouraged to contact us directly if she continues to have issues or needs further assistance.

• Initial Complaint

  Date:11/30/2023

  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 was terminated from my job and didn't receive my last paycheck. They have been taking money out of my checks saying things like I owe them but never show me proof of a thing.

  Business Response

  Date: 12/06/2023

  We have reached out to this customer in an attempt to resolve the matter. We cannot discuss specifics about customer accounts due to privacy concerns; however, the scenario this customer is alleging is not consistent with B9 policies and procedures.

• Initial Complaint

  Date:11/26/2023

  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 reached out to B9 customer support because my physical card had not arrived in the mail. Not long after that the phone number associated with my account was changed without my consent locking me out of it then they made transactions that drained my entire balance. After sending them a picture of my driver's license they finally changed my phone number back to my actual number but refuse to acknowledge the fraudulent charges that their agent made on my account. They literally stole $250 from me in front of my face.

  Business Response

  Date: 12/06/2023

  We are still in the process of fully remediating this matter. We cannot go into details regarding this customers account due to privacy concerns but we can state that a B9 agent did not drain the account. We have identified the underlying issue and have taken appropriate steps to fix the matter. We are working with the customer and are confident that the issue will be fully resolved shortly.

• Initial Complaint

  Date:11/21/2023

  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.

  On November 17th ******** processed a refund for $200 and have confirmed it has been fully refunded but b9 says it hasn't been released by ******** and are lying holding my money until the 25th which makes no sense other then them holding it for interest. There policy states Depending on the policy, the merchant must process and authorize the refund before it is posted to your B9 account. We suggest allowing for some time so that the merchants refund policy may be fulfilled Facebooks policy has been fulfilled and my money is still not returned they are lying and holding my refund for there own benefits

  Business Response

  Date: 11/24/2023

  We have researched this complaint. We understand the customers frustration but we can assure them that we are not holding any funds for interest purposes. It is a common misconception that financial institutions delay issuing refunds for as long as possible in order to collect interest on the funds. Such a practice would violate federal regulations. It is our procedure to release all deposits and refunds as they are cleared as required by our own internal policy and federal regulations. We cannot speak to specifics regarding this customers account due to privacy regulations; however, we can state that processing merchant holds and refunds can take notoriously long. We unfortunately do not have much control over this process as it is often subject to the internal processes of the merchant and other third parties.

• 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.