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:09/21/2024

  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.

  There are a number of unbelievable fees that this company keeps charging and it is getting out of hand.

  Business Response

  Date: 09/25/2024

  We have reached out to this customer privately in order to resolve the matter. We are committed to resolving this matter and will work with the customer to ensure all issues are identified and resolved. We unfortunately cannot provide greater details due to privacy concerns.

• Initial Complaint

  Date:09/21/2024

  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.

  On September 17, 2024, I contacted B9 regarding a pending transaction for $81.30 from ******, which was pre-authorized but never completed. ****** confirmed that they did not charge the amount and issued a refund. Despite this, B9 has not reflected the refund in my account. I have provided all necessary documentation, including receipts and screenshots proving that ****** did not charge the amount, and yet B9 has continually refused to release my funds.Despite multiple inquiries, B9s customer service continues to claim that the transaction is still pending and cannot be adjusted, providing vague timelines that extend as far as September 24, 2024, for the resolution. This has caused undue financial strain and frustration, as I am unable to access my own money. It is unacceptable that B9 holds onto funds that were never properly charged in the first place.This has been escalated multiple times within their customer support system, but I have received little to no actual resolution. I believe B9 is engaging in shady business practices by delaying the refund and benefiting from holding customer funds for extended periods.Desired Resolution:Immediate release of the $81.30 to my account.A formal acknowledgment of the delay and failure to resolve this issue in a timely manner.Investigation into their handling of pre-authorized funds and refunds to prevent future occurrences for other customers.Supporting Documentation:Receipts from ****** confirming no charge.Screenshots of the conversation with B9s customer support team.Screenshots showing the pending transaction in B9s system.Please contact me as soon as possible to resolve this matter.Sincerely,***** *****

  Business Response

  Date: 09/25/2024

  We have reached out to this customer privately in order to resolve the matter. We are committed to resolving this matter and will work with the customer to ensure all issues are identified and resolved. We unfortunately cannot provide greater details due to privacy concerns.

• Initial Complaint

  Date:09/20/2024

  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.

  My name is ***** ******* and I do not have an account with your company yet $300.98 was stolen from my Mastercard ending in 8734 yesterday September 19th 2024 by someone who hacked my ****** account and sent money to your app. The transaction shows "B9" as the merchant. I am in need of your help as a company to get my funds back **** so I can pay my bills that money was intended for. Whoever used my card on an account on your app fraudulently did so and has stolen every dime I had. I have already filed a dispute with ****** but they claim they can't do anything until the payment either goes through or is canceled while still pending and returned back to my account. I see that it is no longer pending as of today September 20th 2024 and has indeed been completed.Being that I can prove I've never had an account with this company and did not authorize that transaction, I would like to avoid involving legal action so if the transaction can just be canceled and refunded that would suffice and whatever account with that card number associated needs to be closed permanently.

  Business Response

  Date: 09/24/2024

  We have begun investigating this claim and have reached out to this individual privately to resolve the matter. We unfortunately cannot discuss this matter in more detail as we do not wish to compromise the investigation.

• Initial Complaint

  Date:09/06/2024

  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.

  There is a online cash advance app that allows you to get your pay early I setup a account with saidcompany{B9} had my check deposited into account,now I have no access to said account which now holds my check.I am being told that the account needs to be verified and that I need to wait til *** able to verify the account. So now they have escalated my issue with only needs to verify my identity to release my funds and we have been in conversation for 2 days and not one person has asked for me to submit docs to verify myself.

  Business Response

  Date: 09/09/2024

  We have reviewed this customer's complaint and have investigated the underlying issue. The matter has been resolved. We are happy to further assist the customer if there are any other issues that have not been resolved.

• Initial Complaint

  Date:09/03/2024

  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.

  B9 IS A ********* THAT TAKE ADVANTAGE OF LOW INCOM PEOPL THEY STEAL MONEY AND CHARGES FEE THAT ATE UNBELIEVABLE HIGH I HAVE NEVER BEEN SO ANGRY IN MY.LIFE THEY WILL GET JSUITCE DONE TO THEM ONE DAY SOME ONE GONENTONSUE THE ***** OFF THEM I TELL IF I HAD THE FUNDS I WOULD TAKE THME TO COURT *** TEACH THEM A LESSION BECAUSE ITS WRONG

  Business Response

  Date: 09/06/2024

  We have reviewed this customer's complaint and have investigated the underlying issue. The matter has been resolved. We are happy to further assist the customer if there are any other issues that have not been resolved.

• Initial Complaint

  Date:09/03/2024

  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.

  The "Banking App" would not accept my various IDentification methods as proof I am who I am. My license had just expired and I went and got a NC State ID and. They gave me a piece of paper receipt as a temporary ID until my card comes in the mail. They would not accept the temporary ID, my very recently expired license my North Carolina Voter ID Card, my birth certificate and froze my account with no way of getting my money. I tried closing my account and that did nothing. The support channel told me I could transfer the money out and that was a lie. The account showed frozen to the bank account i tried using. I have been texting ther AI support. NO HUMAN IS MAKING ANY DECISIONS. No phone number available with Bnine. Nothing. They lied and said my transfer was about to occur but nothing happened. Its a complete nightmare!

  Business Response

  Date: 09/06/2024

  We have reviewed this customer's complaint and have investigated the underlying issue. The matter has been resolved. We are happy to further assist the customer if there are any other issues that have not been resolved.

• Initial Complaint

  Date:08/09/2024

  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 about 3 weeks ago and Ive still had issues getting my ID verified on this app and its been over 7 business days to getting this fixed. I cant access any money in this account because of this issue. *** contacted them 3 different times and still they dont have a time estimate on when this will get resolved. I really think this app is just a big scam

  Business Response

  Date: 08/15/2024

  We have researched this complaint and believe the underlying issue has been resolved. We do apologize for any inconvenience our customer may have experienced. We are continually striving to improve our service and encourage this customer to contact us if they are continuing to experience issues.

• Initial Complaint

  Date:08/08/2024

  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 created an account and had my direct deposit sent over to B9 and when I tried to access my funds they said I had to do an ID verification, which I did do! Then its said that verification process failed. Which it should not fail because my ID is not expired. So now Im locked out of my account , then they proceeded to tell me that I have a duplicate account , which I never created , and Instead of just fixing the issue they said I have to wait a week to fix the issue and access my funds and I have to pay rent!!! The agents are very rude and they will hang up in your face and they never have a supervisor available to speak. I would not recommend using this bank! Please fix my issue asap!

  Business Response

  Date: 08/15/2024

  We have researched this complaint and believe the underlying issue has been resolved. We do apologize for any inconvenience our customer may have experienced. We are continually striving to improve our service and encourage this customer to contact us if they are continuing to experience issues.

• Initial Complaint

  Date:08/06/2024

  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.

  Yes, last week I had a email from this business saying that they Were looking into my account and they want me the verify it. They had me send them pictures of me with my ID and wanted to know everything about why I have the account and what I have used the account for and I was compliant and sent them everything. They wanted the next day I saw that my account had been terminated With no response from them I had a $7000 ACH deposited into my account on Friday. They said they sent it back. I have called about getting a tracing number. I cant find the money anywhere. The person who sent it to me said it was sent to that account and when I called the bank, they say theyre they cant talk to me about it because it was in a different apartment .

  Business Response

  Date: 08/08/2024

  We have researched this customer's complaint and can confirm the scenario that the customer described is consistent with our exiting procedures for accounts exhibiting suspicious behavior. B9 and our partner bank are subject to federal regulations like the Bank Secrecy Act and USA PATRIOTS Act. These federal regulations impose various obligations like enhanced due diligence when we identify suspicious activity. We have reached out to this customer privately. We unfortunately cannot discuss specifics regarding this customer's account due to privacy regulations.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22100176
  
  I am rejecting this response because:
  I still havent received my money that was deposited into that account on August 1   When asked about the deposit, I never get Answer about if its there or got sent back I would just like to know what happened and where is my money?

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

  Business Response

  Date: 08/19/2024

  We have reached out to the customer in order to resolve the issue. We unfortunately cannot disclose any more information on this issue as privacy regulations prevent us from disclosing further information.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22100176
  
  I am rejecting this response because:
  I have called the call center for this business and gotten no answers just that theyre reviewing my deposit. They will not send it back to the sender. They will not send me a check. Theyre not telling me anything. They will not give me my money.
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/26/2024

  This customer's claims are not consistent with the facts. We have attempted to work with this customer; however, we were ultimately required to take action consistent with our policies and in conformity with federal regulations. We unfortunately cannot discuss this matter further.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22100176
  
  I am rejecting this response because: For a month, Ive asked for my deposit to get sent back to the sender Ive gotten no answer answers until one, but I never have gotten my money. Those are the facts you can see on the emails.   
  Also when I called today they said my account was active even though I has closed it and they said it was closed. I had to close the account again.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/26/2024

  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 got an account with ********************** to move my social security payment over to it as my payment source a week ago and I tried to verify my identity and they still haven't done so and now I have my check and a bunch of bills piling up and I can't move my money they won't give me a virtual card they won't give me an explanation but I finally called them and they said it's because I had an old account on an old email that got hacked well I don't have access to that email anymore it was deleted so I asked him to delete that account and now they've escalated it they say but I'm not sure if I believe them that it won't be long I really need this resolved it's my money not theirs this review will go further if it doesn't get resolved and I'll probably possibly take some more action using the *** the SEC and another review on here I've done everything they asked me to do and they refuse to help me were they say they will help me and nothing gets done it's like as if I'm on their time and that's just not how a business should be run.

  Business Response

  Date: 07/31/2024

  We have reviewed this complaint and confirm the customer's claim. It is our policy to allow only a single active account per customer. We can also confirm that the underlying issue has been resolved.