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:01/22/2025

  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 a B9 account without knowing how deceptive B9 is with their everyday practices. B9 automatically makes customers to be on a monthly "Basic Plan" fee with the first 30 days "free" (as if that matters), and this practice is NOT transparent and explained when signing up. B9 repeatedly responds to complaints that we are lying when we say they are deceptive about that {{and they are deceptive about it.}}There isn't ANY clear explanation that we HAVE to have a "Basic Plan" monthly fee, when signing up.Please, B9, do NOT respond back with a lie that you clearly stare this, cause I would NOT have signed up if that was transparent from B9 upon signing up.Bottom LINE

  Business Response

  Date: 01/28/2025

  We have reviewed this customer's complaint and are unable to validate the customer's complaint and believe the statements to be a misstatement of the facts. Our advertising, website, the description of the app within the app store and disclosures within the app clearly state the pricing structure for our membership options. We make every effort to be fully transparent with our pricing. We do not offer a free membership option nor do we advertise a free option. We will waive the monthly membership fee so long as the customer's account received over $5,000 in direct deposits in a month. The requirements for a fee waiver are fully disclosed in our terms and website. We are continually striving to improve our services and communication so we will take this complaint as motivation to further improve our transparency.

• Initial Complaint

  Date:01/08/2025

  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.

  B9 is a total scam relative to what's advertised. I linked accounts and gave them the required information. Upon realizing they force you to conmect their app to your paycheck platform, I tried to close the account. This prompted a message stating, "New accounts take a few days to set up. Once that process is complete, you'll be able to close it." It's been 5 days and their support team is non-existent. They refuse to allow any new users to close their B9 account upon realizing the scam until they've taken money from your checking account. This is why a vague timeline is given.

  Business Response

  Date: 01/10/2025

  We have reviewed this customer's complaint and have resolved matter. We disagree with this customer's claims. We value and make every effort to be transparent. It should be noted that B9 does not require customer's to link their direct deposit to open an account with us. We require payroll deposits only in order to enable a customer to be eligible for payroll advances. Once a customer's account has received a payroll deposit, we are able to begin offering the customer a payroll advance.

• Initial Complaint

  Date:01/04/2025

  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.

  Downloaded this app thinking I would get cash advance no where when signing up does it mention you owe a fee for *****/month once you create free account it automatically enroll you in ***** a month plan. Tried to delete account immediately they say still setti g up won't let me delete. ************ bad business practice to not say anything of fee and auto enroll once you create free login. Shame on you.

  Business Response

  Date: 01/09/2025

  We have reviewed this customer's complaint and have reached out to the customer privately in order to resolve the matter. We value and make every effort to be transparent. We disagree with this customer's claims; however, we do see this as an opportunity to improve.

• Initial Complaint

  Date:01/04/2025

  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 currently receive social security benefits. They never posted my deposit and lied over and over about when they will have my money available. They are illegally holding my money. I live off a fixed income. I can't eat or pay my bills now

  Business Response

  Date: 01/09/2025

  We would like to apologize for this customer's experience. One of service providers was experiencing technical issues that slowed ACH deposits. Unfortunately, some of our customers were impacted by the technical issue. We can confidently state that the issue has since been resolved. We unfortunately cannot discuss this account further due to privacy concerns.

• Initial Complaint

  Date:12/20/2024

  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.

  I decided to bank with them for the cash advance feature. Well I had my check set to deposit and then get told I'd verification failed. When contacting them I was told there was nothing they could do. Now they have all my money and I have no access to it. My money deposited on 12/20/24.

  Business Response

  Date: 12/23/2024

  We have reviewed this customer's complaint and have reached out to them privately. We are in the process of resolving this matter. We unfortunately cannot discuss this account in greater detail due to privacy regulations.

• Initial Complaint

  Date:12/11/2024

  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.

  I have been having issues trying to get the remaining funds out of my account. The account is under investigation due to fraudulent activities. I have been placed in a hardship, due to not having access to funds in the account, not being able to pay bills or purchase the necessities that are needed. This has been going on since October 14, 2024 to present. I have communicated with B9 and they have stopped responding to me. Also, there has been information added to the account and they are not giving an explanation for this information that is not mine and why I cannot get access to the remaining funds in my account.

  Customer Answer

  Date: 12/12/2024

  Good evening,

  
  

  The account holder for this account is ******* **** Wheels. I have power attorney. Myself and ******* have been trying to talk with B9 to release his funds. 

  
  

  Thank you

  ********* Colley 

  Business Response

  Date: 12/16/2024

  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:12/08/2024

  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 was mislead and given false information to get me to upgrade to premium and im very ****** off, i was told id automatically have access to a higher advance, not only did that not happen, they wont even give me an advance after the original was paid off, this is complete BS and its crazy how they conduct business and mislead people, they basically rob people of their money, directly caused me to spend money by how their customer support told me things would happen

  Business Response

  Date: 12/16/2024

  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:11/22/2024

  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.

  A $1500 allotment was set up from my payroll to go into B9 to be able to utilize the cash advance feature. I figured it would be a nice thing to have to fall back on and the money that was in there could start towards a savings/emergency fund. The allotment was set to start November 15 2024. My funds never posted to the account and were missing from my main account and even reflected as an allotment to the B9 account on my summary. I contacted b9 they said they had no records. I waited until my next summary for my paycheck on December 1, 2024. It still shows an allotment set up, even though I cancelled it through my employer. The funds are shown to be pulled to go to B9, and I still have not received my first deposit to the account. Once this check post it will put me a total of $1500 missing. Putting me in a worse position than when I started and the exact opposite of my intentions using this app. My employer says I need to contact b9, but its been less than helpful. Now I have $1500 floating around and no one can help point me in the right direction or give me answers on how to receive my money.

  Business Response

  Date: 11/27/2024

  We have reviewed this complaint and have determined that the underlying issue has been resolved. We encourage this customer to contact us directly if they still require assistance.

• Initial Complaint

  Date:11/20/2024

  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.

  These 3rd party crooks whoever they are or whatever kind of business this may be randomly took $313.00 from my wife's bank account out of her personal paycheck AS WE NEVER HEARD OF B9 OR HAD ANY TRANSACTION'S WITH THESE PEOPLE which put her into the negatives with her bank not to mention she has monthly payments to other bills that's set on auto pay so payments can be made and this B9 3rd party has horribly screwed up my entire wife's paycheck for the entire month of November 2024, WE HAVE NOW SWITCHED EVERYTHING over to a safe direct deposit spot fully to where this crummy so called business can no longer steal money from my wife's hard earned paycheck.....HOPE ALL KEEPS REPORTING THESE FOLKS AND PEOPLE WHO THINKS ITS MATURE TO STEAL OTHERS HARD EARNED MONEY.....

  Business Response

  Date: 11/25/2024

  We have attempted to research this complaint but have limited information. We have reached out to this individual and requested that they have their wife and our customer reach out to us so that we can properly investigate the matter and resolve any outstanding issues.

• 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.