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:10/09/2025

  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.

  Had a non-payroll deposit go in my account the previous night. B9 decided to (without my consent) charge 100% of the deposit towards an advance repayment. The advance was scheduled to be repaid with my next payroll deposit. Now they took all the money I had in my account and wont reverse the unauthorized transaction and left me with $0.06. They claim my deposit was payroll but they are wrong.When attempting to contact customer service, Ive been blatantly ignored by 3 customer service representatives and the person on the phone told me a supervisor would be able to assist me via email. After several attempts to communicate with an actual human, I still have received zero response to multiple messages. Their customer service system seems to consist of ignoring complaints and making it nearly impossible to even talk to a real person. I am appalled by the lack of customer service and their obvious intent on not helping unhappy customers.I had used this app for a few years now with no issues until this point. Time to find a new bank

  Business Response

  Date: 10/15/2025

  Every deposit made to a B9 account is automatically applied toward repayment of the customers existing ********************** Advance, regardless of whether an advance balance is currently due. This ensures that any outstanding advance amount is repaid as quickly and securely as possible.
  Once the advance is fully repaid, the customer may become eligible for a new advance within approximately one hour if certain conditions are met. These include having at least $300 or more in deposits within the last 14 days, a history of timely repayments, and meeting other account activity requirements in line with B9s current eligibility criteria. We hope this clarifies how B9 Advance repayments and eligibility work.

• Initial Complaint

  Date:10/06/2025

  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 was lied to and robbed by this company and persuaded to sign up and not ensured what they said I dont want to use there service but there trying to take my funds from work

  Business Response

  Date: 10/07/2025

  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:10/02/2025

  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 woke up to find my money was not in my bank account. I remembered a few weeks back when I signed up for b9 I clicked the direct deposit, but I never changed it myself in my own employers payroll since I didnt want to change my direct deposit. So I went on the app and saw my money was deposited into my b9 account. Okay, well I assumed I can just get the money out and then change my direct deposit back to my original direct deposit even though I never went in and changed it. Well I tried to transfer it into my bank account and then its kept saying processing. Well, it now says complete and I still have yet to receive my money into my bank account. I have spent so long chatting to multiple bots and none of them helped. Every time it said I was now connected with an agent and I still had no response from anyone. Im extremely frustrated and I desperately need my money. I have bills I have to pay its starting to seem like I was robbed by b9.

  Business Response

  Date: 10/17/2025

  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.

• Initial Complaint

  Date:09/18/2025

  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.

  Lost my phone and purse and someone took my money out my account filed a dispute and they closed my account to keep from paying me they transferred my whole work check and me and my kids had to stay in are home with no water

  Business Response

  Date: 09/24/2025

  We regret the inconvenience you experienced. Please be assured that our team treats all disputes with the utmost seriousness and conducts a thorough review in each case. Should you wish to appeal, you may do so by providing any additional supporting information for our consideration.
  In the event an account has been closed, any deposits directed to that account will be automatically returned to the sender within 35 business days.

• Initial Complaint

  Date:09/17/2025

  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 am extremely upset and displeased about what happened with my direct deposit. I did not consent or authorized for my direct deposit information to be changed on my work profile nor to be done through this app. I was not trying to get a cash advance or do anything on this app besides just looking into the app and then delete it. I didnt receive an email or text about this notice not one time. After i figured out where it went, the only way i couldve gotten in full without a fee at that moment was ACH transfer take 1-3business days. This whole entire transaction was unauthorized and you did not have my consent to do this. I want to talk to a supervisor now or whoever is overhead about this matter, or I will pursue legal action.

  Business Response

  Date: 09/24/2025

  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:09/14/2025

  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.