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:04/22/2025

  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 OPENED AN ACCOUNT WITH ********************** UNDER THE IMPRESSION OF GETTING A CASH ADVANCE AND PAY AN 11 DOLLARS MONTLY FEE AND THAT WAS IT. THEY TOOK 500 DOLLARS OUT OF MY PAYCHECK TWO DAYS BEFORE IT WAS EVEN DEPOSITED INTO MY ACCOUNT WITHOUT MY ********* AND THEY ARE NOT LETTING ME CLOSE THE B9 ACCOUNT . THEY ARE NOT REFUNDING ME MY MONEY. I HAVE BILLS TO PAY. THIS IS HIGHWAY ROBBERY.. I HAVE CAR INSURANCE AND A MORTAGE TO PAY.. I NEED MY MONEY

  Business Response

  Date: 04/24/2025

  We appreciate this customer bringing their concerns to our attention. We understand the seriousness of the complaint and take these matters very seriously.
  
  We have reviewed this case and would like to clarify how our system and services work. When a customer applies for a cash advance with **********************, we require them to connect their payroll provider to verify employment and income. This step is fully disclosed during onboarding, and the customer is informed that they are authorizing a redirection of their direct deposit to their B9 account as part of this process. This is not done without their explicit input and confirmation within the app. B9 does not and cannot unilaterally change a customers payroll settings.
  
  We do not have access to customers payroll credentials. Payroll connections are facilitated through a secure third-party service provider, and access is only granted when the customer chooses to provide it. We do not modify payroll settings or take any action without the customers knowledge.
  
  We understand the customers frustration and appreciate the opportunity to respond. 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:04/21/2025

  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.

  Dear B9 Cash Advance Compliance Department,This correspondence serves as a formal and documented inquiry regarding the protracted and ultimately unsuccessful attempts I have made to secure access to my B9 Cash Advance account and obtain pertinent information related thereto. Despite multiple interactions and the provision of requested details, my account remains inaccessible, and the assistance promised has not materialized.I find myself compelled to express my profound disappointment with the level of service I have experienced. My efforts to engage with your support channels have consistently led to requests for further information, which I have diligently provided in a timely manner. However, these submissions have seemingly entered a perpetual cycle of review, never culminating in a resolution that would grant me the access I require or clarify the reasons for the ongoing impediment.The lack of a conclusive outcome, coupled with the repeated requests for information without subsequent action, suggests a systemic inefficiency or a fundamental inability to address my concerns effectively. This situation is not only frustrating but also raises questions regarding the robustness of your customer support protocols and the transparency of your operational procedures.Therefore, I respectfully request a comprehensive explanation for the continued inability to unlock my account and the precise reasons why the information I have already furnished has not proven sufficient. Furthermore, I seek a clear and definitive course of action, including a realistic timeline, that will lead to the prompt resolution of this matter.I trust that B9 Cash Advance values its clientele and is committed to ensuring a seamless and reliable user experience. I anticipate a prompt and substantive response to this formal inquiry, outlining the specific steps that will be taken to rectify this situation and provide me with the access and information I rightfully expect.Sincerely,

  Business Response

  Date: 04/24/2025

  We sincerely apologize for the hardship this customer has experienced. We have carefully reviewed the concerns raised and have provided the customer with a detailed explanation. At **********************, we value transparency and are committed to providing clear and respectful communication. However, due to privacy regulations, we are unable to discuss account-specific details in a public forum.

• Initial Complaint

  Date:04/12/2025

  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 downloaded B9 app from Apple App Store. They requested access to my payroll software by me entering in my username and password. I did this believing they were verifying my income. Instead they attempted to hijack my payroll by changing my direct deposit info to their bank. They deny doing this however I dont have their bank account info. How would I have changed it and WHY would I deposit my entire check to them when I was borrowing $100? I gave them a 1 star review on *****. Today I received and email from ************************ saying they were ***** and the business had replied to my review. I believe this was them impersonating *****. Unfortunately I clicked the link before I thought about it. My review ended up somehow being deleted after I clicked the link and I realized it must have been a scam. I also lost connection to the App Store until I changed my password. Im not positive that it wasnt Apple but that doesnt appear to be one of Apples email addresses. I reported it to *****. These people are the scum of the earth. Anyone that makes a living off scamming people should be sent to a N Korean work camp.

  Business Response

  Date: 04/16/2025

  We appreciate this customer bringing their concerns to our attention. We understand the seriousness of the complaint and take these matters very seriously.
  
  
  We have reviewed this case and would like to clarify how our system and services work. When a customer applies for a cash advance with **********************, we require them to connect their payroll provider to verify employment and income. This step is fully disclosed during onboarding, and the customer is informed that they are authorizing a redirection of their direct deposit to their B9 account as part of this process. This is not done without their explicit input and confirmation within the app. B9 does not and cannot unilaterally change a customers payroll settings.
  
  
  We do not have access to customers payroll credentials. Payroll connections are facilitated through a secure third-party service provider, and access is only granted when the customer chooses to provide it. We do not modify payroll settings or take any action without the customers knowledge.
  
  
  We understand the customers frustration and appreciate the opportunity to respond. We make every effort to be transparent about our process and terms, and we do not take actions on behalf of our customers without their consent. We are continually working to improve our customer experience and welcome any further questions the customer may have.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23195100
  
  I am rejecting this response because: from the hundreds of complaints, its clear that your notification needs to be clearer and that youre intentionally making it unclear. Its clear from your banks disclaimer that theyre also aware this is a scam and thats why they require a letter of indemnity to get your money back-for those that dont know what that is-it releases the bank from all liability. I have never needed to complete a letter of indemnity to withdraw my own money. Can you please respond in writing that you didnt email me pretending to be Apple? 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/22/2025

  We appreciate the opportunity to provide additional clarification in response to this customers follow-up.
  
  First, we want to firmly state that B9 did not send any email pretending to be Apple, nor do we have the capability to impersonate Apple or send communications from Apple domains such as ************************* If the customer received a suspicious email, we advise to report it to ***** directly, as B9 is not involved in that communication in any way.
  
  We understand the customers concerns and frustration. While we respectfully disagree with the characterization of our process as a scam, we take all complaints seriously and continuously evaluate ways to improve clarity and transparency in our communications.

• Initial Complaint

  Date:04/08/2025

  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.

  First off I'm not even sure to be honest how my check got switched to this app. They got my direct deposit and, first off, they charged me a few of $12 most companies are nice enough to waive any fees with a direct deposit. Second, they said... After they took my transfer, that my id can't be verified. They WILL NOT let me touch MY MONEY in any way shape or form. I had to reach out to customer service to wait 24 hours for them to reach back to me. Unless I pay $3 , then they'll get back to me in an hour. So I'm order to get immediate, well quick, customer service I have to pay for it? That is the most ridiculous things I've ever heard. I am freaking out right now. It took me over a week to track my check down and now I can't believe I finally found out and can't even touch it. This app is no good and should be taken off the market. They are playing to desperate people that need a cash advance from time to time and can't get one anywhere else so they'll pay these outrageous fees. It isn't right. They are despicable and outta be ashamed of themselves but they are too busy counting all this fee money they are raking in off of desperate ********** people.

  Business Response

  Date: 04/11/2025

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

• Initial Complaint

  Date:04/04/2025

  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 received a wire transfer of $10,000, which is within my banking limits. After the funds became available, I sent an *** payment of $5,000, which is the maximum allowed per day. A few minutes later, I received declined notifications for previous online purchases and realized my account had been frozen without any communication. This happened on March 31. I reached out to customer support through online chats, and they only replied with, "Thank you for your patience; we will get back to you with any information." Two days later, they contacted me to inform me that they were investigating my account. They asked questions about the merchant sending me the wire transfer and the merchant to whom I sent the *** payment. They inquired about my occupation and annual income, and requested a selfie of me holding my ID for verification purposes. They concluded by saying, "Thank you; we will get back to you with more information," leaving me without further communication. I have been responding daily to their emails, requesting information on when my account will be unfrozen. Each time, they reply that they are sending my case to the appropriate department and will inform me once they have any ********** a B9 user, you may wonder what limits are in place for various transactions.Wire transfers Outgoing Daily Limit: $40,000 Outgoing Monthly Limit: $100,000 There are no limits for incoming Wire transactions Only fully verified clients have access to Wire transfers.*** Limits 1. *** transfers from your Account to other bank account using the ********************** App:For new accounts which are open less than thirty (30) calendar days from the date of the first transaction: $2000 daily/ $7500 monthly.For seasoned accounts (opened more than 30 calendar days ago from the date of the first transaction): $5000 daily/ $15,000 monthly.

  Business Response

  Date: 04/16/2025

  We apologize for the hardship that this customer have been experiencing. The underlying issue in this complaint has been resolved. This customer is encouraged to contact us directly if they require further assistance.

• Initial Complaint

  Date:03/27/2025

  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.

  On 3/17/2025 I used my B9 virtual card to place 2 pick up orders at ******. One was for $45.75 and the other for $8.69. I noticed on 3/18/2025 I noticed that the order was charged twice with the second charge processing and shows the purchases were made in *************. I live in ****** so I thought this was strange so I reported it and spent days on the phone. Come to find out after speaking with target representatives twice there is zero record of a second transaction. As of today 3/27/2025 my funds for the second accidental transaction are still "processing". I called B9 again to see what is going on because right on the transaction it says the funds can be processing up to 7 days. The representative told me flat out that Target is lying to me and they charged me twice, which they are not because I have checked my target account as well as has another representative check they're system with zero record of the second transaction. I was told B9 doesn't even have the "capability of authorizing transactions", however B9 is capable of glitches and issues with they're systems which was also revealed to me today by the representative. The glitch? Every single state experienced issues with ATM withdrawals, customers out they're cards into the **** made a withdrawal and never received the money. So B9 IS capable of having technical difficulties which is what I believe my account experienced and was told that the "projected return date" of my funds is April 17th, contradictory to what tha app says and I was told that there's nothing else I can do but wait but he also added that "the funds could be released at any time" which was also contradictory.

  Business Response

  Date: 03/31/2025

  We are continuing to monitor these transactions but as we previously stated, we are unfortunately unable to take any action while transactions remain in a pending status. These rules are not unique to B9 but are imposed on all card issuers by ****. We understand this customer's frustration; however, blaming ********************** is misguided. B9 does not have control over the release of pending funds. When a merchant places an authorization hold on your account, it typically expires within a set timeframe if the transaction is not finalized. The exact duration depends on the merchant and card network policies. In this case, the authorization should automatically expire by advised date unless the merchant finalizes the charge sooner.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23125033
  
  I am rejecting this response because:
  The merchant did not place a hold on my account for this additional charge and had nothing to do with the second transaction which they have zero record of. It does not take 30 days for an accidental charge to clear. 
  Sincerely,
  
  ****** Benz

  Business Response

  Date: 04/03/2025

  We understand your frustration regarding this matter, and we appreciate the opportunity to clarify the situation.
  The charge you are referring to appears as a pending transaction, which means it has not yet been finalized by the merchant or the payment network. While we acknowledge your concern that the merchant has no record of an additional charge, pending transactions are managed by the payment processor and card network (in this case, ****** not directly by B9.
  If a transaction was initiated but not finalized by the merchant, it may still appear as pending on your account until it is either settled by the merchant or automatically released based on Visas standard authorization hold timeframe. This timeframe varies depending on the type of transaction and the policies set by the payment network.
  We understand that waiting for an accidental charge to clear can be frustrating. If the merchant confirms they did not process the charge, we recommend reaching out to them for further clarification or requesting that they send a release request to ***** In many cases, this can expedite the process. If the transaction settles incorrectly, you may be eligible to dispute it through B9 once it posts to your account.

• Initial Complaint

  Date:03/15/2025

  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 recently received my paycheck through direct deposit. When i looked at my account the balance was $0. My direct deposit was $1,578.90. I checked into my history and noticed that someone has made transactions without my knowledge for $19.99 and $1.99 (3x)= $5.96 with this merchant: JOYME PTE. ***. *******. They have made $19.99 (77x) = ********. When i found out this happened. I immediatley contacted customer service. It was only providing me through chat and no phone number. I have been trying to get a hold of them for 2 days now going to 3 days. I have also requested to be called. No one has called me or try contacti g me in regards to this matter. So today i reached outyet again and paidfor the premium so that i would be priority. I only have until march 29 for this to end. Yet they are so slow in the process and i just recently received a form to fill outforthe fraudulent activity and the dispute. I am very frustrated that this has happened to my account. Theytook all my money. Customerservice is takingthislightlyand is not making this any easieror better. I need to be reimbursrd immedatley and this matter needs to be taken cared of and not taken lightly. This is my whole paycheck downthe drain. This is uncalled for. I need customer service to take this matter a priority. Its unfair all my hard earned money taken away from me.

  Business Response

  Date: 03/17/2025

  We have reviewed the customer's complaint and confirm that the issue is being addressed. Dispute resolutions may take up to 45 days, and we will contact the client directly once we have an update.

• Initial Complaint

  Date:03/07/2025

  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 signed up with this company called B9 and I have $500 from my check deposited into the account biweekly. Ive since not been able to transfer the money out the account when needed. **************** has been no help. I cant cancel the service either.

  Business Response

  Date: 03/07/2025

  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:03/06/2025

  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 open an account with ********************** and $100 was taken out of my paycheck to put into this account. I did change my phone number during thistime so I was unable to log into my account after my money was deposited and so I contacted B9 to update my phone number and they asked me a series of questions which I complied. They also asked me to send over documentation toverify my identity. I complied with that as well. I sent them everything that was needed not once but twice and then I heard nothing back. I have no contact phone number for this company. I have money is in that account. I have no access to it and I have no access tolog into the account as well. I am all Im asking is that I am able to log into my account so I can have access my money. Its a simple phone number change. I even communicated to b9 through my email which I signed up With. Once I have submitted all the information that they needed they started to ask me for the same documentation over and over again, like as ifit was not a real person maybe a bot or something. As of right now, they are 100% ignoring every message I sent them and not responding with anything and Im still unable to log into my account so they have my money and I believe theyre keeping it.

  Business Response

  Date: 03/07/2025

  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:01/27/2025

  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.

  January 21, 2025 my entire check of the amount of ****** was direct deposited into a b9 account that I was not aware of. I have been told that I would be receiving my money Back into my account between 7-14 business days but I need my money now I have bills to pay and mouths to feed. I've done some research on here and the reviews are not good I barely got any help with costumers service on the phone. I don't understand why do I need an Id to get full access when my money has been taken and payroll has already been switched I feel like I'm getting scammed and just want my money back and b9account closed.

  Business Response

  Date: 01/31/2025

  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.

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22862435
  
  I am rejecting this response because: I figured how to get my money back with no help from b9. They tell you that they will send your money back through a ach transfer and that it would take 7-14 business days which was a lie it only takes 1-3 business days it says so right on their website I assume they tell you 7-14 business days because that's how long it takes for you to be blocked out of your account if you haven't completed the verification ID. I've read reviews about how ppl money just want missing out of their accounts well go figure they have your pic id and account information it's fraud. When you call for help they don't explain to you that you can do an ACH transfer using a third party account such as chime like I did instead they'll put costumers through pain and suffering I have a family to feed and I almost lost my car insurance dealing with b9. No help at all with costumer service because they want to keep your money and block you out of your account if they can make it seem like your the one doing fraud when it's them. B9 needs to be stopped 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/10/2025

  We've reviewed this customer's complaint. The claims in this complaint are not consistent with the facts as indicated by our records. We unfortunately cannot provide greater detail due to privacy regulations protecting this customer.