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:09/20/2023

  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 closed my account, requested that they delete the direct deposit and I received a notification that they would notify my payroll department and because they didn't my payroll check was sent to them and now they're saying it's going to take them 3 to 5 business days to send it back to my employer. My rent was due today by then eviction will be filed. I need Immediate resolution.

  Business Response

  Date: 09/22/2023

  We have reviewed the customers complaint and investigated the matter. Privacy concerns prevent us from disclosing specific information regarding this customers account; however, we can state that the scenario that the customer detailed in her complaint would not be consistent with our procedures. Upon receipt of a closure request, our staff is trained to inform customers that it is the customers responsibility to inform their employer of a change in their direct deposit information. When we do receive a direct deposit for a closed account, we automatically reject the fund transfer and send the funds back to the originator. Unfortunately, the process may take up to 3-5 days to complete depending on the originator's own internal policies and procedures.

• Initial Complaint

  Date:09/09/2023

  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 7/31 I realized I had a bunch of unauthorized transactions on my account so I locked my card and contacted B9 customer service. I finally was able to put my dispute in on 9/4 and just 6 days later I got an email saying they finished my investigation and were denying my claim on 8/10. No way did they even take the time to investigate so I appealed that decision. On 8/14 I got another email stating Based on your decision to appeal the outcome of your claim, we are moving forward with the dispute process. We thank you for your business with us, especially during challenging times like these.? This notice is? in regard to your electronic funds DISPUTE:. After 10 business days I should of been offered a provisional credit which was on 8/28. *** tried contacting B9 multiple times and I finally received an email yesterday stating We are currently still awaiting a response from the merchant on your claim. Per Regulation E, provisional credit is required for qualifying claims per operating guidelines. As the qualifications were not met, no provisional credit requirements were necessary for your claim. This is absolutely incorrect on their behalf and they owe me a credit.

  Business Response

  Date: 09/15/2023

  Hello; We have reviewed this customers complaint and underlying dispute and have found no error has occurred. We cannot go into specific details regarding this customers account due to privacy concerns; however, we can confirm that B9 has properly and in good faith investigated this customers dispute in accordance with Regulation E requirements as well as internal policies and procedures. The customer has demonstrated an impressive understanding of Regulation E, so it should also be noted that a reassertion of error (see 12 CFR Part 1005(e)) does not impose the same resolution requirements that the original dispute imposes.
  We understand the customers frustration and welcome the customer to contact us in a more private forum so that we may discuss this dispute in greater detail.
  

• Initial Complaint

  Date:09/01/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 bank with B9 only had my account for a couple of months and someone took over 8 hundred dollars from my account and they are trying to say it was me when it wasnt. So after that I had cancelled my direct deposit so that no more money would get taken from me by B9. But when I got paid today September 1st my paycheck was deposited into the B9 account anyways when I had disconnected from that account. So as if of today I did the same thing. I really need help getting my money back because all of my belongings were with me at the time that it happened and you can see that the transactions were made back to back within a second or two and they were all the same amount for two stores that are in TH somewhere. They made over 40 transactions back to back. I would really love if I could get help.

  Business Response

  Date: 09/07/2023

  We have reviewed this customers complaint and have further investigated the matter. Upon conclusion of the follow-up investigation, we have communicated our findings with the customer. We are unable to further elaborate on this matter due to privacy concerns.

  Customer Answer

  Date: 09/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Diamonique *******

• Initial Complaint

  Date:08/29/2023

  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.

  My bank account was hacked for $390.47 from Dive Bar in ********* TH and also from 65 LK Shop in ********* TH for $424.86 And the bank is pretty much telling me that I cant get my money back. ******* (B9)Aug 29, 2023, 14:27 PDT Hi **********, I am a manager here, and I understand you disagree with the outcome of your claim. Your claims were lost as they were contactless payments, and you stated your belongings are in your possession. The same device has accessed your account throughout, with no unknown or unusual sign-ins. Your card was only tokenized to a virtual wallet once for Contactless payments, as the very first action on the card, at which point you used it as Contactless going forward. No further tokenizations were authorized. As these transactions were conducted as Contactless, it does not present a fraudulent pattern to the disputed transactions.

  Business Response

  Date: 09/01/2023

  We have reviewed this customer's complaint and have found no errors with our disposition for the dispute. We understand the customer's frustration; however, a review of internal sources could not substantiate the customer's assertion. Privacy concerns prevent us from discussing this matter further in this forum but the customer is welcome to further discuss the matter personally.

• Initial Complaint

  Date:08/17/2023

  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.

  Got paid $1,500 from my work place to an account thats been closed & theres no way to contact the B9 bank, through the phone nor email. I need that money back or Ill file a lawsuit with my lawyer.************

  Business Response

  Date: 08/18/2023

  We have been in communication with this customer regarding this matter. The customer was informed of the disposition of his funds and is aware of next steps.

• Initial Complaint

  Date:08/15/2023

  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.

  On 8/12/23 I applied for an account with ********************** strictly for the advance services. After I entered a boatload of personal information I hit a button that reads "Agree and apply now" I hit the button and a pop up comes up and says "Oops! Something went wrong. Please try again". I tried again on the 13th and the 14th. Finally I called on the 14th and advised that they have no idea what that pop up means but that my request was denied. I asked why it was denied and no can tell me. Last I checked the **** requires that I get a reason within ******************************************************** they have no idea why. Additionally why does the *** tell you to please try again instead of saying "you've been denied"

  Business Response

  Date: 08/17/2023

  We've reviewed this complaint and understand the customer's frustration. We are unfortunately unable to provide specific details regarding this customer's complaint due to privacy concerns. What we can disclose is that B9's onboarding process is robust and thorough and may deny a membership for a variety of reasons. The customer is welcome to contact us personally so that we may discuss this matter in greater detail.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20469868
  
  I am rejecting this response because:
  
  There is no reason why the company cannot tell me why my membership was denied.   Perhaps Im being discriminated against as Im a disabled Veteran.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/17/2023

  We reached out to this customer personally to discuss the matter. We cannot go into specifics regarding this customer's account due to privacy concerns and the public nature of this forum; however, we have made an attempt to clarify and better explain our decision to the customer in a more private environment. We also want to address and reject the abhorrent accusation that B9 would discriminate against someone due to their veteran status. We appreciate our veterans at B9 and value their service. We would never discriminate against our customers or prospective customers due to their veteran status. We have no reason to check for veteran status during the onboarding process so would have never known that this customer is a veteran had he not raised the accusation.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20469868
  
  I am rejecting this response because:
  As part of B9s onboarding process they pulled data from my checking account.  As a result they would see that I have a monthly disability payment from the VA.  This would serve as proof of my status as a disabled Veteran. 
  

  again absent a reason for denial I have no other choice but to speculate on the reason, no matter how grievous.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/04/2023

  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 misleading app for cash advance it stated that I qualified for 500 cash advance and they needed to verify my payroll then once I verified my payroll they went into my adp payroll and changed my acc details without my consent!!!! Once I realized that I contacted there support team a agent stated they will update my direct deposit I requested to close my acc and updated my payroll back agent failed to do so my pay check still went to the b9 acc that I didnt even authorize to have called customer service line that was no help and stated they couldnt do nothing about the issue now I have to wait a whole week to pay my bills that are due now imagine you working hard to earn to provide for yourself and now you have to wait a week to get your money back because of a scamming company that is not fair to me I would never recommend this cash advance at all to anyone b9 practices should be illegal!!!

  Business Response

  Date: 08/08/2023

  Weve reviewed this matter and have found that this complaint is misstating the facts. Our internal policies and procedures prevent us from connecting direct deposits to customer accounts without their prior affirmative consent. Our investigation confirmed that B9 followed all internal policies and procedures as well as all relevant federal and state regulations. We can also confirm that the underlying issue for this customers complaint has been resolved; however, privacy concerns prohibit us from going into any more detail.

• Initial Complaint

  Date:06/21/2023

  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 will initiate a 75$ hold when you perform a gas transaction and they will hold the remaining initial hold for days instead of processing the actual refuel amount immediately. I performed two transactions and did gas twice for 25$ and they are just holding the other 100$ for no reason. Just refuse to process the transactions in real time. They try to blame the merchant like RaceTrac or Exxon but we all know gas transactions are immediate. ALWAYS. We all get gas daily. We know they are holding $ and not processing the transactions for no reason!

  Business Response

  Date: 06/22/2023

  We have conducted an internal review of this members account and have determined that the members complaint is with the merchant and their policies. It is common practice for gas stations to place holds on debit accounts that exceeds the actual purchase amount and to release the hold after the purchase has been fully processed. Although we sympathize with our member, we unfortunately are unable to expedite this process as it is dependent on the merchant. We unfortunately are unable to discuss this matter further due to privacy concerns. The customer is encouraged to contact us privately if they wish.

• Initial Complaint

  Date:06/01/2023

  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 joined the B9 service as a financial institution strictly for the advance service. I spoke with 3 reps and explained that I was hospitalized about 2 weeks ago due to health issues. I had an advance when my check deposited it did not pay my total balance for my advance, there was still a balance owed of 46.74. I spoke with several reps from the company whom informed me that if I paid the remaining balance I could restore my advance and take it back out. After explaining that I would have to borrow the money and borrowing the money and paying advance. The advance goes to 0.00. called and spoke with rep who said deposit has to be greater than 300 within 14 day period but I was not told that.

  Business Response

  Date: 06/05/2023

  The customer accurately described the events. We have consequently identified an opportunity to improve our customer experience and have taken steps internally to better communicate with our members. We apologize for not fully advising this member on our policies when we had the opportunity but intend to do better in the future.

• Initial Complaint

  Date:05/22/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 been asking them to close my account and I keep getting the same generic reply to let them know to proceed, I email them to close it and nothing is done. Meanwhile Im getting charged **** membership fees. I want my account closed and the membership fees reimbursed.

  Customer Answer

  Date: 05/23/2023

  B9 finally resolved the issue that I submitted the complaint about
  
  Thank you
  *****************
  
  Sent from my iPhone