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:11/09/2022

  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.

  October 2022- Agreed to do work for a large business. They said they only pay using BILL.COM. I opened BILL acct for payment from the company on their invitation. Account opened and additional documentation requested. Proof of business, address, etc. I live in a very rural area and do not have a mailbox at my home. I use a PO Box in town. I sent them home insurance & utility bill documents which show the "Service To" address, which is my physical. I've lived at this address for almost 18 years. Got an email from Operations asking how much business I do in **********. I've never been there. I live and work in *****. Shortly after, I got an email that my account was deactivated and to request a different payment method from the employer. Contacted customer service via chat. (No live representative anywhere) They suggested trying with just a personal account. I did. Same thing happened. Contacted them via chat again. The agent said she would forward my request to appeal the deactivation. A day or so later, got an email saying appeal was denied. The option to reply was turned off. I am embarrassed and trying to explain this to the company I work for. I am likely losing my job over this as I'm 1099. They need me to have a BILL acct. On payday I get an email saying my company has sent invoices. I try to log in but can't. Meanwhile, while trying to troubleshoot with the payroll dept of my employer, they mention that my address listed in their end of BILL is an address I've never heard of. At this point I believe BILL has flagged my account as fraud or someone else is using it. Today, I receive an email that a new business is paying me on BILL. I've never heard of them. I reach out but get the same "deactivation" message. I wait hours for customer support and get the same "Forwarded to Operations" no-reply email. BILL.COM IS FRAUDULENT. THEY HAVE NO CONTACT NUMBER OR LIVE REPS. There is activity in my account that I cannot access and I believe there is fraud involved.

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 8, 2022/12/02) */ Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

• Initial Complaint

  Date:11/04/2022

  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.

  ***** delayed direct deposit I have programmed Direct Deposits on behalf of the******************* This is either a bunch of absolute incompetent people or just scammers. There is no legitimate reason why a Direct Deposit takes more than a day. Computers don't care about Holidays. If fact, the EU us considering legislation that makes transfers instantly, which would put this kind of company out of business.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/11) */ Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate you concerns. A member of our leadership team will be in touch shortly. Business Response /* (-10, 6, 2022/11/14) */ We have reached out via the phone number provided and have been unable to reach you or leave a voicemail. Can you please provide us with an email address to reach you at?

• Initial Complaint

  Date:11/03/2022

  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.

  10/28/22 I summited a labor invoice to the client who uses bill.com for all payments. They received invoice and initiated the bill for payment on the 31st. So I waited for scheduled timing of payment only to see that it was sent and referred with*****************. On the clients behalf they completed the payment. But with bill.com I was asked to verify my identity, bank account statement and other means so they can release funds for deposit, to which I aggressively complied to perhaps expedite the process of payment. 11/03/22 To further this frustrating process I received more email about the verification not being met. So having no help with the online customer support requests and numerous calls to operator who directs everything back to online support without having any means to offer any kind of concerned support. So again I comply, emails for at least 6 support requests for the very same issue end by them deactivating the bill.com account I had access to and voiding my payment that was sent from my client. ******* sent and cancelled for no reason on my behalf. Very unprofessional way to use every resource available. Was guided back and forth to no end result of receiving the payment, and was told that I cannot create a new account or be paid through bill.com again.

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/11) */ Thank you for reaching out and we apologize for the poor experience. We have created support ticket ******** to investigate you concerns. A member of our leadership team will be in touch shortly.

• Initial Complaint

  Date:10/26/2022

  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.

  I have schedule a Epayment through bill.com and the amount of $3900.00 from my checking account with *************** on Oct 16th. The schedule payment was deemed to be deposited into the recipient checking account *********** in on October 21. I've called Bill pay they just refer me to live chat. I've talked to several people in live chat. After making several attempts I finally received a callback from someone in the *** department who advised me that my funds are being held in the RISK department. The callback agent advised me that he will address my concerns to try to get my funds released and or distributed to the recipient if not the recipient then have the funds to go back into the account where it came from . The Risk department did not provide me with any correspondence as to what is going on with my funds and they did not advise me of any delay in my phones instead they have some meat and invoice and stated that my phone will be delivered into the recipient account on October 21 2022. My funds are still on hold with bill.com. The call back agent from the *** department advise me that I can call him back at the number provided **********. When I called the number back it asked me to leave a voicemail I have left a voicemail four times and no one has called me back. We are experiencing a hardship ************************** My account was debited $3900 and bill pay has my phones on hole and I cannot get a hold of anyone to find out what is needed in order for them to release my funds or if not release my funds they need to send it back to the originated account. The only correspondence I have with bill pay is that I have an invoice that states that the money should be deposited into the account on the 21st and it is not there. I am at my breaking point I want to file a complaint with the federal trade commission. This company has stole my funds. And will not provide any information as to being released.

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/03) */ Hi *****a, Thank you for your inquiry, and we apologize for the poor experience. We have created a support ticket (*******) to investigate this. We will be in touch via email shortly to help resolve this. Many thanks for your patience, ******

• Initial Complaint

  Date:10/14/2022

  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.

  I have approved for the CA rent relief program. When i first created the account i did it wrong. i did not use the unique invitation number. After a long time i figured out my error and added the invitation. I was able to receive a paper check for the first portion of my award money. Unfortunately, ******** locked the account due to suspicious activity. I have tried for months, there is no customer service to review the concern and unlock the account. The 2nd portion of the award showed it was paid by housing is key, they say the issue is with bill.com. ******** refuses to discuss the issue until i check my messages. How can i check the secure message waiting for me there? I AM LOCKED OUT. For over a month my account showed a payment would be received Jul28th, i have not gotten a a payment. I am locked out of logging into ********. For all i know there's a message that requires a response to release funds but i am not allowed to login and see my messages. I am stuck in the horrible loop and the reps at ******** wont do anything to move my account forward.

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/20) */ Hi ******, We have received your complaint, and we are currently investigating your concerns! We do apologize for the subpar experience. We will be in touch via the contact information that you have provided. Warm regards, Harjot Manager - BILL Customer Escalations

• Initial Complaint

  Date:10/14/2022

  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.

  Our sync from********* to NetSuite isn't working and hasn't worked for over 3 months and a ticket has been out for about 2 months. ********** our agent on the ticket is of no assistance. We don't have a our own rep and we have requested one for some time. If we are too small of a company for you guys to not give damn about us, let us know and we will take our business elsewhere. However, if you do want to build a business relationship with us then give us the assistance we need. The program doesn't not work at all and it's useless to stay with your program if the bugs and glitches can't be fixed.

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/20) */ Hi *****, We have received your complaint, and we are currently investigating your concerns! We do apologize for the subpar experience. We will be in touch via the contact information that you have provided. Warm regards, Harjot Manager - BILL Customer Escalations

• Initial Complaint

  Date:10/13/2022

  Type:Billing 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.

  Our client deposited an amount on ******** on October 4th 2022. Since our clients are using this tool, we had no choice but to log in and create an account on ********. Since day one, it's been complicated. Our client are paying in USD, and although we have a USD bank account, the money was automatically converted to CAD (with currency swap fees obviously) because our head office is in Canada. Then we tried to withdraw the money from the ******** platform and we keep receiving a message saying ''please allow 2 to 5 business days for us to review the info". It's been way more than than now. We contacted their online customer service many times and waited a long time for an agent to show up and fix the issue. Many promises were made (and they were never respected) . Now we are stuck in a loop hole where every online customer service agent say their operations team will fix the issue within the day but it doesn't happen. All we want at this point is for someone to fix the issue so we are able to withdraw our own money from the ******** platform.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/20) */ Hi ********* We have received your complaint, and we are currently investigating your concerns! We do apologize for the subpar experience. We will be in touch via the contact information that you have provided and we will help you with your payment concern. Warm regards, Harjot Manager - BILL Customer Escalations Consumer Response /* (2000, 7, 2022/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/12/2022

  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.

  I signed up with Bill.com they were never able to help me get my account set up properly and Ive been trying to closemy account for 2 months. I can't close it myself and bill.com continues to charge my credit card over and over and ignores my request for help.

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/14) */ Hello ******, Thank you for reaching out, I am sorry to hear you are having trouble getting your account cancelled! I have created a support ticket on your behalf and a member of Leadership will be reaching out to further assist. Thank you, **** Bill.com Customer Escalations

• Initial Complaint

  Date:10/06/2022

  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 had a non-subscription account for 3 years with no issues. I am a 1 employee small business. Two weeks ago, I signed up for a trial membership paid subscription for my business. During the trial membership, I was paid 2 invoices which Bill.com would not release to me. They allowed payments but then held the money hostage stating they needed several documents to verify my identity and business. I found it unprofessional, that Bill.com allowed payments to be made and after requested these documents. I told them I did not want to keep the subscription account; I wanted to keep my account subscription free as it was prior to the trial membership. Bill.com would not allow me to have ANY account(s) without me ending these documents. So, I sent them. Next thing I know, my account was deactivated/cancelled by Bill.com with no explanation. Bill.com said they reversed the two payments that were made, and the refund would be received in 2 business days; however, the payor has not yet received a refund and it has exceeded 2 business days. I received emails that the support team is replying to a case ticket number I had when I was still in the trial membership. Since I cancelled the trial membership, I can't access the ticket to see what they are writing. I keep telling the support team at Bill.com but they are not listening. I tried creating another subscription free account. I have another client who is trying to pay me and has been our method of payment for 3 years. My client is unable to pay using Bill.com; Bill.com will not reactivate my subscription free account. This morning I received an email from Bill.com stating "The decision is based on an overall review of the account including setup, documents sent and history. We are unable to provide a specific reason and we will not be able to re-open the account.". What history? Until 1 week ago I only received payments. Today I had to email my client to request payments by paper check. Still waiting on a $2600 refund.

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/13) */ Hello *******, Thank you for reaching out, I am sorry to hear you are having trouble! I have created a support ticket on your behalf, and a member of our Leadership team will be reaching out to further assist. Thank you, **** Bill.com Customer Escalations

• Initial Complaint

  Date:10/05/2022

  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.

  Bill.com claims to offer a free version. Each time I sign up for the free version I am actually signed up for an account that charges me each month. As it turns out a single email can have multiple accounts even though the user would have no idea. Only the company would know how many accounts you have. Once you cancel the account the customer service reps can't find it unless you provide screen shots and then somehow they can find your canceled account. The customer service doesn't try to get to the root of the issue. At one point I was provided text that was clearly from a template and they forgot to add my name to customize it. They just copied into the chat and didn't listen to my concern. They also don't have outbound customer service. You can't call and talk to anybody. While I don't think they are directly trying to harm me the customer service, the way they have Bill.com set up seems to make it nearly impossible to resolve anything, get clarity or an issue resolved. The negligence has cost me 150 dollars so far. I was told by an employer to sign up for a free account so I can get paid. Otherwise I would have moved on. I am passed on to multiple agent every time I am in the chat repeating myself. In addition, if you do cancel your account you are not able to see any tickets or updates. You get an email about the update but you have to login to see it...which you can't do with a canceled account and then of course no phone number.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/11) */ Hello ******, Thank you for reaching out and bringing this matter to our attention, we do apologize for the inconvenience caused, and we would like to reach out to further assist with this matter. A member of our Leadership team will be reaching out to speak with you regarding these concerns. Thank you!