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:11/18/2024

  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 with 1-800-Contacts on or roughly 10/31 for the amount of $97.99. Not only was I charged the one initial amount for the order but I was charged 3 additional times for the same amount between 10/31 and 11/2 and nearly $300 of my money is inaccessible. Upon calling the merchant (800-contacts), everything is finalized on their end. The merchant has offered to fax over paperwork and verification of this and B9 refuses to release the money or remove the pending charges. B9 insists that the funds will not clear until 12/2, which is 30 days after the initial pending charges popped up. Today is 11/18 and I have been going back and fourth with them over a week. B9 refuses to work with the merchant and the *************************** has stated that B9 authorized multiple pre-authorized charges for this transaction that the merchant has no record of. The merchant has sent me verification that they only charged me once. My demand is the B9 immediately release my money back to me as it has been 12 business days and I have waited patiently. Their refusal to remedy this situation in a timely manner and hold onto my money is my biggest frustration.

  Business Response

  Date: 11/25/2024

  We have reviewed this customer's complaint and have investigated the matter. We unfortunately are limited in what we can do at this time. We empathize with this customer and wish we could do more, We will be able to take action on December 2 if the merchant holds are still present on the customer's account and have not dropped or posted.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22574819
  
  I am rejecting this response because:
  

  B9 has put in little effort to fix this situation and investigate the matter further. As I write this, it is now 11/25/24 and I am still without my money. Since the original complaint I have talked with both the merchant and B9 again and B9 fails to accept documentation from the merchant to drop these pre-authorized charges off of my account. I authorized this transaction happening one time, not 4 times. I want the money back in my account. 30 days for a debit/credit transaction to settle is unjust, untimely, and unheard of and B9 should seriously be investigated for poor business practices in relation to this policy. This error is solely on B9 as the credit department of 800-Contacts has thoroughly investigated this issue and offered to send them all supporting documentation.

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

  Business Response

  Date: 11/27/2024

  We are continuing to monitor these transactions but as we previously stated, we are unfortunately unable to take any action while disputed 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. The customer claims that we charged their account four times for a single transaction, but an error like that is impossible for B9 to perform. For an error to occur as this customer has described, the merchant would need to input the transaction themselves four separate times.
  

• Initial Complaint

  Date:11/09/2024

  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.

  yes hello i had opened a account with them about 3-4 months ago never used it one time. tell today i went ahead an transfer $***** from my other account to **********************. to go back an check the *** on the b9 acct it say 0.00. im like were did my money go. so i contacted them via chat. asking them were did my money go. they came back an said it went to the monthly fee. ***** dollars is the fee i was told. i asked why did i not see a fee any other time i have had the account a few months now. no reason for that. so i said well lets just close this account an refund my money back to my acct that it came from. told me no that was there policy i said i never used ur acct an now i dont wont to use ur acct. i would like to close it. an get my money back. an did not say anything back at all. an i refuse to just give them my money for nothing. its not fair. because if it was a monthly fee i should have had a few by now.

  Business Response

  Date: 11/12/2024

  We have investigated this complaint and determined that the underlying issue has been resolved. We encourage this customer to contact us directly if they still have any matters that they need our assistance with.

• Initial Complaint

  Date:11/05/2024

  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.

  They advertised a promotion of receiving an instant $50 bonus if I deposited more than $1833 in the month of October. I deposited over $1900 from payroll deposits in the month of October and they didnt give me my bonus. Support has been no help at all and I would like to get an answer as to why they are not honoring their own promotion as well as report it so that the BBB can warn others in the future to bank elsewhere.

  Business Response

  Date: 11/06/2024

  We have investigated this complaint and have contacted customer. We have determined that the underlying issue has been resolved. We encourage this customer to contact us directly if they still have any matters that they need our assistance with.

• Initial Complaint

  Date:10/31/2024

  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.

  Company will not close my account per my repeated request and continues to take monthly subscription fees from my bank account

  Business Response

  Date: 11/01/2024

  We have investigated this complaint and determined that the underlying issue has been resolved. We encourage this customer to contact us directly if they still have any matters that they need our assistance with.

• Initial Complaint

  Date:10/29/2024

  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 started a new direct deposit with the B9 bank via Evolve. I did not receive my direct deposit, nor has my employer received a return.

  Business Response

  Date: 11/06/2024

  We have reviewed this complaint and have investigated the matter. We have subsequently reached out to this individual in order to resolve the matter. We unfortunately cannot discuss this matter in more detail due to privacy concerns.

• Initial Complaint

  Date:10/13/2024

  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.

  B9 application refuses to give me my money. They asked for an ID which I lost so I went and got a new one and they refuse to accept it because it's a temporary paper copy. This is my paycheck and the only source of income. I explained that and told them my water is to be shut off tomorrow and I need this money and they said they did a transfer of ****** but it will taken7-14 business days. Mind you my check was almost ******

  Business Response

  Date: 10/21/2024

  We have investigated this complaint and determined that the underlying issue has been resolved. We encourage this customer to contact us directly if they still have any matters that they need our assistance with.

• Initial Complaint

  Date:10/12/2024

  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 tried to use this as a chime advance - but they decieved me and made me switch $100 of my payroll to them. After that the account froze and I had complications. i tried to close my account the representative did it but he did not tell me they could not stop the deposits and I would not have access or could not regain access to stop. The website says one thing the representative lie and say another

  Business Response

  Date: 10/21/2024

  We have investigated this complaint and have reached out to this individual privately in an effort to fully resolve the matter. The statements in this complaint are not consistent with our records. We therefore strongly encourage this customer to work with us to resolve the matter fully. We strive for full transparency. It is our policy to fully disclose all expectations and limitations during the customer onboarding process. This customer should have been fully aware of all account limitations given our procedures and level of transparency. We are continually striving to improve our services so we strongly encourage this customer to respond to our recent correspondence.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22413658
  
  I am rejecting this response because:  

   

  this company is operating on deceptive practices. They advise customers they have obtain an advance however they bait you to have a portion of the check sent directly to you. When having a conversation with the company they provided nothing BUT obstacles and lies. First per the website it advises to stop simply email them, when emailing them I have over 15+emails of the representative being dismissive. 
  for me I contacted my job who saw the deposit entry to this company and simply removed it however for customers whos income comes from the government it might not be as easy. This company has no true purpose other than trying to take funds from citizens 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/06/2024

  This complaint has no basis in truth. We unfortunately cannot provide specific details due to privacy concerns; however, we can state that our internal records do not support the statements in this complaint. This person is encouraged to respond to our messages if they wish to resolve the matter.

• Initial Complaint

  Date:10/01/2024

  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 charged a monthly fee on September 25th and another monthly fee on September 30th; that's ***** in monthly fees in 5 days. I had ***** in my account and ********************** took everything in my account for monthly fees. That is unfair practices with the bank. I'm asking to have the fees on September 30th refunded back into my account or my attorney will be filing a lawsuit against B9 in United States District Court for unnecessary and deceptive practices.

  Business Response

  Date: 10/07/2024

  We have reviewed this customer's complaint and investigated the matter. We can confirm that the customer was properly charged; however, we unfortunately cannot go into details regarding this customer's account and activity due to privacy concerns. We have issued a partial refund to this customer as a courtesy. We have also reached out to the customer privately in order to ensure this matter is fully resolved.

• Initial Complaint

  Date:09/30/2024

  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.

  They are charging me for tips, foreign transaction fees when it's not and external wallet fees. This has not happened to me ever before with any bank or credit union. I want a refund and close my account. They also filled out a direct deposit into my account immediately and *** did not consent.

  Business Response

  Date: 10/07/2024

  We have reviewed this customer's complaint and investigated the matter. We have issued a partial refund to this customer as a courtesy. It should be noted that are fully transparent regarding our fees and make every effort to fully and accurately disclose fees before they are accrued to customers. Also, this customer's claim that we changed their direct deposit would be impossible for us. We do make it easy for customers to switch their direct deposit to their B9 account so that customers may take full advantage of their ********************** membership and be eligible for B9 Advance. This process while easy is also fully transparent and disclosed and requires affirmative consent from the customer to switch their direct deposit to B9.

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22361240
  
  I am rejecting this response because: No partial refunds have been credited to my account. Once I see the credits added, I will accept to response.
  
  Sincerely,
  
  ******** ***********

  Business Response

  Date: 10/16/2024

  We've reviewed this customer's account. We can confirm that we have issued partial refunds. We recommend that this customer review their most recent statement. We have also reached out to this customer personally to resolve this matter.

• Initial Complaint

  Date:09/30/2024

  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.

  Good Afternoon,Yesterday 9/26/2024, I noticed that my direct deposit was different than the pay in my Paycom App. Apparently a cash advance app called B9 funded by ***********, was able to retrieve my direct deposit information and I am not sure how this happened. In my **************** checking account was a direct deposit of 1,627.82.00, but in my Paycom it was my regular ********. After reaching out to HR and doing my own sleuthing, I learned that an account was erroneously added through a cash app and 2 deposits adding up $350.00 were directly deposited to a B9 account without my knowledge. I called B9 and was told that I could close the account and retrieve the funds on the. When I went to the app I noticed that B9 had obtained all of my information and now that I think about it, it had to be from another cash advance app, bc I never authorized it. I was unable to close the account and retrieve the funds bc the app was requesting that I scan my drivers license. But because it is expired, I was unable to continue on the app and was notified that I needed to update my drivers license in order to close the app and retrieve the funds. I called and spoke with a customer service representative and was told that the only way I could retrieve the funds was to provide them with my checking account number and routing number. Under duress, I did and was told that I would not be able to receive the funds for 7-14 business days. While talking to them I learned that I am not the first personal to call about this issue. I NEVER provided this information. My HR person contacted payroll and although the additional account was deleted, unfortunately they are unable to retrieve the funds. Furthermore on ****** another person expressed that a B9 account was opened without her permission as well. Could you please check into this and let me know if I am able to retrieve the funds without having to wait the 7-14 business days and if this is fraudulent.

  Business Response

  Date: 10/02/2024

  We have reviewed this customer's complaint and believe the underlying issue has been resolved. It is important to note that our fraud prevention measures are robust at B9 and we take our responsibility to protect customer funds very seriously. We are continually seeking to improve our fraud prevention methods. We have reached out to this customer personally in an effort to ensure her issues are fully resolved. Although privacy regulations prevent us from discussing accounts in this public forum, a review of our records has identified several parts of the customer's statement that do not appear to be consistent with our records. We therefor encourage this customer to work with us so that we may resolve these inconsistencies and improve our services to current and future customers.

  Customer Answer

  Date: 10/03/2024

   
  
  Complaint: 22348947
  
  
  
  I am rejecting this response because: I will say that B9 has not reached out to me, I have reached out to them several times so much so that one customer service representative and I are on a first name basis. Each time I call, they are professional but I know I've became an irritant. Furthermore, I have even requested that at the conclusion of each conversation an email be sent that includes a ticket number, documenting the call, which they have done. I just received an email today stating that my account was closed, which according to them means that I should be receiving my funds soon; possibly this Friday,10/4 when they do most of their transactions. So although they have worked with me each time I've called and answered my questions, I am sure that this is bc of MY persistence, insisting that they do the right thing by refunding the funds that were taken without my permission.
  
  
  
  Sincerely,
  
  
  
  Joy Mosley

  Business Response

  Date: 10/11/2024

  We can confirm that the underlying issue for this customer's complaint has been resolved. We also can confirm that we have reached out to this customer multiple times in an effort to further our investigation into this matter but have not received a response. We request that the customer check her spam folder and respond to our message so we can fully resolve any further issues and also complete our investigation.

  Customer Answer

  Date: 10/12/2024

   
  
  Complaint: 22348947
  
  
  
  I am rejecting this response because: Yes the money has been returned to my paycom account!!!! But I stayed on them and if it wasn't for my persistence I would still be requesting my funds.  I didn't need anyone to tell me to check my spam, I knew to do that.  And just to save face let's say they did tell me to check my spam, that would be the least that they could have done!!!
  
  
  
  Sincerely,
  
  
  
  Joy Mosley