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:06/11/2024

  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.

  This whole situation is a headache with these people. I noticed I am missing $50 out of my account when I called in the lady hung up on me while asking to be transferred to a manager next I called and got someone named ******* who stated there is no manager on duty and when asked if he could view notes of previous agent I spoke with he stated no noting system is provided for the agents. Neither would provide last names.. I am rarely able to log onto my account thee is always sign on issues not to mention the danger of only being able to log on via phone/pw and authentication key is such a hassle. Also I was charged a $20 account fee after I received an email stating that the account fees would be $15. In all Im out $74 and unable to log on to the account. Complete Sh*t show!!!!

  Business Response

  Date: 06/18/2024

  We have researched the underlying issue regarding this customer's complaint. Although we cannot discuss specifics of the customer's account due to privacy regulations, we can state that the customer's complaints are being taken seriously. Any login issues have been resolved. We have spoken to the customer in an attempt to resolve the matter. We have as a courtesy refunded some fees. It should be noted that it is our policy to not disclose the full names of our customer service employees in order to protect their privacy and safety. The customer is encouraged to contact us if there are remaining issues unresolved.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21832403
  
  I am rejecting this response because:
  
  I have not yet received ANY funds refunded to my account.. 

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

  Business Response

  Date: 06/24/2024

  We have reached out to the customer in an attempt to resolve the matter. We have as a courtesy refunded some fees. The customer is encouraged to contact us if there are remaining issues unresolved.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21832403
  
  I am rejecting this response because:

  They are blatantly lying. Out of all the money I am OUT OF only $9 returned. This has to be a JOKE to hard working Americans 

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

• Initial Complaint

  Date:05/30/2024

  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 signed up with b9 bank to receive part of my direct deposit from work. i set it up so i only receive $200 from my check to this b9 account. i received the first one 2 weeks ago on wednesday the same day i always get paid ( proof of receiving in pic below ) this check i have not received anything. its already thursday and i contacted them ( reported issue, emailed and was on hold and hung up on the phone ) i have proof that my employer sent them the $200 in the other photo below. i just want my $200 so i can close my account with them. they do not reply to me or even try to contact me. please help me get my $200 so i can pay some of my bills. thank you.

  Business Response

  Date: 06/04/2024

  We have researched this customer's complaint and believe we were able to determine the root cause. We believe this customer may been impacted by a service outage by one of our service providers. The issue has since been identified and resolved. The customer is encouraged to contact us if they are continuing to have issues with their deposit.

• Initial Complaint

  Date:05/30/2024

  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.

  This company changed my payroll direct deposit without my permission. When I applied for the advance it stated it could not find my employer, I had no idea the requirements were to take over my payroll. They changed it to 100 percent of my funds going into an account I didnt create! I exited the application! I screen record everything I do online! My employer sent my funds two days ago, I need my money and I dont need to be charge no fee!

  Business Response

  Date: 06/04/2024

  We have researched this customer's complaint and believe we were able to determine the root cause. We believe this customer may been impacted by a service outage by one of our service providers. The issue has since been identified and resolved. The customer is encouraged to contact us if they are continuing to have issues with their deposit.

• Initial Complaint

  Date:05/29/2024

  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.

  Ive gotten in contact with customer service about closing my account however I am prompted to proceed to finish creating my account which is ridiculous. Theres no where in the app to disconnect your bank account. On top of it all it automatically takes $10 out for a membership that has little to no services. This company is clearly money hungry.

  Business Response

  Date: 06/04/2024

  Complying with customer account closure requests is very important to B9. We therefore make it very easy for our customers to voluntarily close their accounts within our app. We are also always happy to assist customers in closing their accounts by providing simple and easy to follow instructions. We will also close the accounts for customers when requested. We believe the underlying issue with this customer's complaint has been resolved and encourage the customer to contact us in private in the event they have any other unresolved issues.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21777584
  
  I am rejecting this response because:

  I am still able to login to the account and see all of my personal credentials. Ive gotten in contact with customer service to ask why my account has not been closed and b9 response was that it is closed. I would like for my account to be 100% fully closed. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/11/2024

  Our records indicate that customers complaint has been resolved. We encourage the customer to contact us in private in the event they have any other unresolved issues.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21777584
  
  I am rejecting this response because I have reached out to B9 explaining to them my account has not been deleted. I am still receiving emails to finish setting up my account and I also can login and see my personal credentials. B9 responded by stating to unsubscribe from emails which does not solve the issue I need resolved. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/29/2024

  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 downloaded this app for an advance against my check it turns out that their app does not work properly whatsoever and the feature to set up direct deposit for your check to go into their Bank did not work so I could not do it so I could not use the app whatsoever this had been going on for a couple years so I told them close it down I want nothing to do with it I was on a trial at that time so I canceled the account I uninstalled the app here we are now today only to find out they had been billing me even though they knew the app did not work for me and then when I tried to get my money back they argued with me and told me that was impossible well I did manage to have them put it in the B9 account because they had to reopen it but then they turned around and wanted to charge me a fee to put it back to the card they stole it from they would not reimburse me for that money that it cost me to transfer it out of their Bank! Not to mention when I downloaded the app and log back into it they had me locked out of everything and when I called them and told them these things weren't working they did not say a word and then as they were giving me my money back they went ahead and tried to **** me again for another month! This is a horrible company and they're practicing illegal activities to get money from people. Now I received $27.97 back but they charged me $2.50 to transfer that money to the card they stole it from and they refuse to give me that back and I know it's not a lot of money but every ***** counts right now not to mention it's very much about principle and that little change I should not have to put the bill to fix something that they shouldn't have done in the first place, now the attachment that I enclosed does not show the 2.50 that they charge me to transfer the money to my card that is what they owe me

  Business Response

  Date: 06/04/2024

  We understand this customer's frustration. We believe we have resolved all of the customer's complaints. We encourage the customer to contact us directly in the event there are any unresolved matters.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21775628
  
  I am rejecting this response because: they still owe me money they still owe me $3 and I want it it's the principal this company has put me through heck and back again it is unfair that they would charge me to put the money back where they took it from when they weren't supposed to they had no business taking that money it's real shady what they did
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/06/2024

  We have reviewed the claim one more time. We believe we have resolved the last complaint.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21775628
  
  I am rejecting this response because: they should have done the right thing and pay me my $3 I should not have to pay to fix their mistakes this is not okay they shouldn't have taken that money in the first place and they know it and now they don't want to do what's right if they hadn't taken the money there wouldn't be this issue but I'm supposed to pay the bill because they took the money they already took my money now I'm supposed to pay the bill on the victim what sense does that make
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/03/2024

  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.

  Refusing refund after 1st hour of purchase

  Business Response

  Date: 05/08/2024

  Upon review of this customer's complaint, we determined that the complaint was partially valid. It is our policy to accommodate refund requests when the customer contacts us within a reasonable amount of time for purchases of our 3 month premium service subscription. We will be using this as a training opportunity to better train our staff for the future. We are attempting to work with this customer; however, this customer's $120 demand far exceeds the $48 we charge for 3 months of premium service.

• Initial Complaint

  Date:05/01/2024

  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 purchased tickets through Front Gate tickets in a layaway program, but upon cancelling my order, was refunded per the agreement with Front Gate. Unfortunately the card on file with them (my b9 debit card) was no longer active, so upon the funds being deposited into my account, they were then reversed due to the account not being active. I have contacted Front Gate Tickets and b9's customer service multiple times about this issue and have not had anyone help me with a resolution or do their due diligence as to where my funds have gone.

  Business Response

  Date: 05/06/2024

  We have researched this complaint and have attempted to assist the customer in resolving the underlying issue. We are unfortunately unable to discuss specific details regarding this account in this forum. We do encourage this customer to contact us directly at ************ to further discuss.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21653520
  
  I am rejecting this response because: i have tried contacting the business multiple times but every time i get a generic response from the customer response team and when i ask to escalate it, i get no further. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/13/2024

  This customer's claims are not consistent with the facts. We have attempted to resolve this matter with the customer and have internally escalated the issue. We have provided detailed explanations to the customer in private regarding the matter. We understand the customer's frustration but as we unfortunately cannot force a resolution due to the underlying issue being on the merchant's side.

• Initial Complaint

  Date:03/21/2024

  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.

  Its saying that I set up a direct deposit and I never did I can never get anyone on the phone nor can I get a helpful response from the app. Its only allowing me to access $40 of my own money which is ridiculous I want my money back now

  Business Response

  Date: 04/04/2024

  We have reviewed this customer's complaint and have determined the underlying issue. We believe this customer's complaint has been resolved. We have contacted this customer privately in order to resolve any remaining issues.

• Initial Complaint

  Date:03/19/2024

  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.

  Had on may 11 2024 a advance with Osage casino in the amounts of $209.50 then I noticed the bank held on hold $222.00 extra which today's the 19th as they stated on the 18th day it should be lifted n here it is 19th n says still processing I thought you are to have access to funds after second day. How can the bank withhold an extra amount not authorized? This is wrong

  Business Response

  Date: 03/21/2024

  We have investigated this customer's complaint and have determined that the issue has been resolved.

• Initial Complaint

  Date:03/11/2024

  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 would like to report an issue regarding unauthorized access to my account. There were suspicious activities on my account, which I noticed immediately upon waking up. I promptly notified the company about the unauthorized access and requested reimbursement of $320 that was taken from my account. Despite bringing this matter to their attention, ******* did not take appropriate action and, to my dismay, B9 proceeded to charge me additional fees for external wallet transactions even after I raised a complaint.I have been in correspondence with customer service regarding this matter, but unfortunately, it has been challenging to resolve since phone support is not readily available. Despite providing evidence that the transactions were unauthorized and likely part of a common scam, B9 has not taken appropriate steps to address the issue. I have requested that they reopen the dispute multiple times, but it has not been resolved in my favor.

  Business Response

  Date: 03/13/2024

  We have reviewed this customers complaint and investigated the underling issue. We are limited in what we can publicly disclose due to privacy concerns; however, we can state that B9 takes all customer disputes seriously and properly investigates them in accordance with all applicable federal and state regulations. Our internal review found that B9 properly followed all of its applicable internal policies and procedures. We understand that the customer is frustrated so we encourage her to contact us directly. Our phone support is available Monday through Friday 6:00 AM to 6 PM PST.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21416032
  I am rejecting this response because" Despite my attempts to contact them by phone, I have consistently been directed to the chat option, which then disconnects the call. I have attached the email wherein they claimed I authorized transactions that I disputed as soon as I noticed them. Additionally, multiple unauthorized companies were allowed to attempt withdrawals from my account until I had to personally lock the debit card. Despite my repeated attempts to notify **************** about these unauthorized charges, they failed to take action to prevent further withdrawals. As a result, I had to stop all direct deposits to that account in order to prevent immediate withdrawals by unauthorized merchants. Ultimately, I was required to close the account due to ongoing unauthorized transactions.

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

  Business Response

  Date: 03/20/2024

  We recommend that this customer contact us directly at ************* Per federal regulations, we are required to provide when requested documentation regarding our investigation and dispositioning of a dispute. We are happy to share any relevant information and discuss this matter further privately but we are prohibited from disclosing any information in this public setting.

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21416032
  
  I am rejecting this response because:I have reached out multiple times regarding the unresolved issue involving a merchant who wrongfully took money from me. Despite my efforts, I have been consistently informed that there will be no resolution in my favor due to your decision not to refund the unauthorized charges. Your rationale for this decision is that I did not dispute the declined charges promptly. It is clear to me that you are aware of this reasoning, yet I would like to emphasize that I have never encountered such a situation in all my time banking with your institution, as evidenced by my transaction history.
  
  Regrettably, I have made the decision to close my account with your company. I would recommend that future customers carefully consider reviews before engaging with your services, as this recurring issue appears to be a concerning pattern. It is disappointing to note that my experience is not an isolated incident, as there are numerous complaints from consumers who have faced similar challenges in disputing transactions with you.
  
  As a single mother responsible for a disabled child, investing in bitcoin is not a priority for me. I am the sole provider for my children, and I do not have the luxury of disposable income. Due to your inadequate practices, I was forced to borrow a significant sum of money to cover essential expenses such as bills and food to ensure the well-being of my children. It is important to recognize that not everyone has the financial stability to navigate such unforeseen circumstances, particularly in today's economic climate.
  
  Sincerely,
  
  *************************