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:10/04/2022

  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.

  I received a payment on ********* I am unable to access it because when I click on forgot password, they send me an email to reset my password but when I click on that it takes me back to the sign on page so I cannot change the password. I have contacted customer service about this at least 4 times since September 22, 2022 to no avail. I have a pending payment of $375 which I am unable to access/collect, as a result.

  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!

• Initial Complaint

  Date:10/02/2022

  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 have requested a check never recieved I will like to recieve direct deposit instead or a reissued check

  Business Response

  Date: 10/26/2022

  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!

• Initial Complaint

  Date:09/26/2022

  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 cannot get any sort of customer service from Bill.com I can only get on a chat. I don't feel that a chat is a proper way to discuss my personal matters, I don't feel it is secure and I have requested a call back from this company and have never got one in 2 years and several dozen requests. I have 3-4 open accounts and am being billed for services i don't use and never have used because of the fact that cannot seem to open the account properly. There customer service is terrible and obsolete. Who would trust a company with there money that they cannot resolve simple problems in not days, not weeks, YEARS. I have been requesting a refund for services not rendered and cannot get any sort of help what so ever i can only get a chat bot that tells me to jump through hoops! This companies business practice should be illegal if they are not now already. I would would like a full investigation of this businesses business practices and if they follow the federal guidelines to protect consumers rights and small business from withholding funds and charging consumers fees that are not related to there service they provide. as with me they have charged my bank account eighty some dollars a month and I have even used there services EVER!

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/09/30) */ 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 by phone to further assist. Thank you, **** Bill.com Customer Escalations

• Initial Complaint

  Date:09/21/2022

  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.

  We are being charged for a service PLUS per transaction. We would not have an issue with paying for service if we were indeed being given appropriate service. ************** immediately called me BEFORE I decided on the subscription, and was extremely helpful with assisting me in getting set up. It has been a typical bait and switch case, where she has disappeared once the problems began. Money left my account on 9/16, yet my vendor is not getting paid 5 days later. ***** is not replying to my constant requests for resolution via email AND phone call. I get different answers from different "support" agents, and I'm spending more time processing bills than I was before I had a bill processing service. Bill.com should be paying ME at this point.

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/29) */ Hello *******, Thank you for reaching out, I am sorry to hear you are having trouble with your account! I have reviewed your tickets and I see you have an open request with our Leadership team. I will have our team reach out and get a call scheduled to make sure this has been addressed. Thank you, **** Bill.com Customer Escalations

• Initial Complaint

  Date:09/20/2022

  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.

  I started using *************** recently for my business and they partner with bill.com for invoices. So I signed up with bill.com. After signing up, I sent 2 invoices out to my customers totaling almost $5,000. Right after receiving the payments, they put my payouts on hold requesting a ton of documents about my business. I submitted everything they asked for immediately after getting the email. 4 days later and I still haven't heard back. So I look for a number to call their customer service but they don't have a customer service number. So I did the online chat. And they couldn't help me. The person on chat said they would put an internal note that I'm waiting for a reply from the**************** company. It's now 7 days later, I still haven't heard back. I've done the online chat every single day. I've requested bill.com to just refund my customers. The customer service is completely nonexistent. Every time I talk to someone in chat, they tell me they can't help me basically and I have to wait for**************** to get back to me. There is no way to reach them myself. Im starting to get really mad at the lack of response from this company when i'm just out $5,000. I do not plan on ever using this company again after I get my money. Why would they wait until AFTER someone gets money to request information about the business. Seems like they are just trying to steal money from small businesses to me.

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/29) */ Hello *******, Thank you for reaching out regarding your account, I am sorry for the trouble caused! Upon review of your previous requests, I see our Operations team was able to get this resolved for you on 09/21. However, a member of Leadership will be reaching out to make sure you are all set. Thank you, **** Bill.com Customer Escalations

• Initial Complaint

  Date:09/19/2022

  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 had a $75 payment that was supposed to be credited to my account on 09/12/2022 by direct deposit. The bank account I provided was invalidated in their system because they claim that they couldn't verify its a valid account. I've had this account open over a year although. I added another bank account since I received the notice from them about the invalid acct issue. Although I added the new bank information, they still posted the payment to the same bank account they rejected so I made an attempt to contact customer service for help. I've made several attempts to contact their customer service department and you are very limited on getting in touch with them. They only provide a chat service during their business hours and offer no way to message them to get back with you later. I contacted them on 09/15 and made them aware of the situation. They promised my issue would be fixed in 1-2 days. They were sending me updates to my email only. When I click on the links to see the communication, the links are broken and the URL cannot be found. The email instructed me to login to my account under the support page and look in my messages inbox but my ticket is not there. Ive submitted 3 new tickets since then to no response from this company. However, the 3 new tickets can be found in my inbox. Today Ive received notice that they tried to issue payment to the new account but they also invalidated the new account as well. My bank accounts are valid and has no problems receiving payments but when it comes to bill.com there's an issue. I feel like I'm being scammed and I want my money before I start to seek legal counsel about this company. I'm making one last attempt to get resolution before I start this process.

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/09/28) */ Hello *****, Thank you for reaching out, I am sorry you were having trouble with receiving your payment! I have reviewed your previous tickets and I see you were able to connect with our Leadership team on ticket ******* to get these concerns addressed. If you have any additional questions please do not hesitate to reach out to our team! Thank you, **** Bill.com Customer Escalations

• Initial Complaint

  Date:09/09/2022

  Type:Customer Service 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.

  We have an account with Bill.com as some of the Law Firms we supply services to utilize the service to pay thier invoices and the verification number has been changed and Bill.com is not assisting in changing the number and now has locked me out of the account and no matter how many help tickets Ifile I keep getting computer generated emails that are of no assistance. I cvannot get a live person to address the issue.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/14) */ Hello*********** Thank you for reaching out, I am sorry to hear you are having trouble accessing your account! We have located your support tickets created, and a member of our Leadership team will reach out to further assist. Thank you, **** Bill.com Customer Escalations Consumer Response /* (2000, 7, 2022/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/25/2022

  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.

  Vendor paid via*********. i set up an account and set up direct payments to my bank account. ********* put it on some virtual card, and refuses to transfer funds to an actual bank account. This is theft, and took over an hour of online chatting just for them to refuse to transfer funds.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/01) */ Hello ****, Thank you for reaching out and bringing this matter to our attention, I do apologize for the trouble this has caused! I have created a support ticket on your behalf and a member of Leadership will reach out to further assist. Thank you, Levi ******** Customer Escalations Consumer Response /* (3000, 7, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) How many staff memebers do i need to talk to? Theyre just going to tell me the same thing. Hiw is this acceptable Business Response /* (4000, 9, 2022/09/02) */ Hello ****, Thank you for your reply. Your support ticket is currently with our Operations team and they are working to get this resolved for you. The team will reach back out when they have an update. I appreciate your patience, and I do apologize for the inconvenience caused. Thank you, Levi ******** Customer Escalations Business Response /* (4000, 12, 2022/09/15) */ Re: BBB CASE# ******* Hello ****: This is an update on the status of your service request with ******** and a more general response to your Better Business Bureau complaint. We have investigated the complaint that you did not intend to receive payments through the ******** Vendor Direct program (a virtual card program that enables vendors to receive payments faster) and that you have not received a payment due to you from your customer. We have tried to reach you by phone several times this week to discuss this matter without success and so we will provide this written response. Our records show that when you created a ******** account, you elected the option to receive payments by Vendor Direct. We understand that this was not your intention and have changed your settings so that you will receive all future payments by check or e-payment. Our records also show that the payment we sent to you by Vendor Direct was received and accepted by you on August 25, 2022. We are happy that we could address both of these issues for you. If you have further questions, please feel free to return our calls or reach out to us through our customer support channel. Sincerely, ******** Customer Escalations

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service 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.

  CA covid relief sent ******* to me (state wants us to go through ********** and my old checking acct was closed, so we put a new checking acct # in, but ******** put it into "their wallet" per ******** agent and will deposit in two business days. One penny was deposited, but not the full amount of ******* left, which is in limbo. First ticket #******* said resolved by *****, which I responded NOT resolved since I never got the money or any email about it! Second ************** ****** ** notified them, and they will email me(never did and past two business days) AND he would not give me any names of the person supposedly taking care of it. I said it is odd when I got names before; how come you won't give me a name now? **lled the ******** numbers, and first, they hung up on me, the second time, they said they could not do anything til it is solved by live chat, which I said I called them. They will not give any info or phone of any supervisor/management either. So no recourse. What kind of business is that? I see a lot of Covid relief customers with complaints on here, so it may be scamming people to keep their money, as another complaint said. So if in a week this is not resolved still, I will make a formal complaint to the state and ** Covid relief bc it looks like money was sent, and it has been, but NOT to the actual recipient, bc ******** has been keeping it and has not released it to me! I am an 82 yo woman and need this money, and not the run-around ******** is giving me!

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/25) */ Hello ****, Thank you for reaching out regarding your payment from California Rent Relief. I am sorry to hear you are having trouble with receiving this payment! I have created a support ticket on your behalf, and a team member will reach out to further assist with this matter. Thank you, ****** Bill.com Supervisor Consumer Response /* (2000, 7, 2022/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) After filing the BBB, my money was deposited to my acct miraculously! The full 7600. AND they kept calling me to issue an apology. The girl representative was very apologetic and apparently the first people I made a call to at Bill.com did not follow through as they were supposed to so I never received a response. After the third person ( but second chat) they did follow through. They apologized for dropping the ball and took notes in implementing my suggestions of having a contact phone number w/ reps that can actually do something and the ability to connect with a supervisor. So satisfied with resolutions, but it shouldn't have to come to all that and they knew I notified the Covid relief plan, case mgrs, state, ready to call Governors office and BBB. It shouldn't have to put an 82 yo lady through all of that to just get her own money back that rightfully should go to her! Ridiculous! What about those who aren't as proactive? What about people who do not know how to navigate the system or computers like me?! They shouldn't be able to take advantage like that!

• Initial Complaint

  Date:08/15/2022

  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.

  On July 26, I added my NBKC account to my********* account. On August 5th I received an email from covid-19 rent relief stating that my invoice of ***** was approved. By August 12th I still have not received payment. I logged into********* to realize that my nbkc bank account was never verified. I'm currently chatting with the support agent named ****** right now, and she's telling me that it was an ineligible account. Why was I not notified this account was not eligible to receive payment? If I had been notified I could have changed the account timely and received payment. Now payment has been sent back. I'm requesting that ****** sent a support ticket to your payment or operations team to have them notify covid 19 RENT relief that I now have a verified bank account on file, and she's refusing to compose a support ticket she stating the only way she can compose a ticket is if I didn't receive payment or payment was sent to the wrong account. Well guess what? I did not receive payment. Because of the incompetence of********* to follow up with their customers and their inability to let me know this was in an ineligible account, this has caused a serious delay in payment. The payment status has gone from approved to sent. It's gone backwards. Don't tell me that I need to contact rent relief because they're representatives are no better than yours. They read from a script and they refuse to get supervisors or escalate issues.. now I know that your payment and operations team have the ability to contact rent relief and have them send payment again. This is all I'm requesting. Your support agent ****** has poor customer service and is also refusing to get me a supervisor. I just can't believe the horrible customer service that********* represents.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/25) */ Hello ******* Thank you for reaching out regarding your payment from California Rent Relief. I have reviewed your previous tickets, and I see you were able to work with our Leadership team under ticket ******* to get these concerns addressed. If you have any additional questions, please feel free to reach back out to our team. Have a great day! Best, Levi ******** Customer Escalations