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:08/14/2022

  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'm a landlord and was scheduled to receive payment from California covid-19 rent relief. The recertification was approved on July 20th and on August 3rd I received an email from ******** stating that my invoice had been received by covid-19 rent relief. On August 5th I received an approval email from California covid-19 rent relief. On July 26 to ensure I would receive payment correctly, I logged into ******** and updated my bank account to nbkc bank. I received an email saying that bank verification status was pending. It is August 14th and the invoice still has not been paid. Despite two chat attempts with customer service agents, I was able to troubleshoot and figure out what the problem is and why California covid-19 rent relief has not paid this invoice. It's because ******** never verified the nbkc bank account with the one cent micro deposit. When a bank account is not verified, vendors are notified and invoices are not paid. There is no way for me to contact covid-19 rent relief and tell them to pay it because their customer service agents do not escalate issues, and their standard reply is you'll just have to wait. There's no option to speak to a supervisor or the payment processing team. I am furious. I did my part. ******** did not do theirs. ********* you need to verify my bank accounts that I've re-added today, and you need to get covid-19 rent relief to pay this invoice for $6,450. Do not tell me you can't do it. You can. You have your contacts at covid-19 rent relief. And I know that your own payment processing department has the ability to internally request an invoice be paid on behalf of a customer. So verify the accounts, and get this invoice paid. How come your customer service agents can't troubleshoot? On August 5th the invoice was showing as approved, but now that status has disappeared because there was an unverified bank account on file. Invoice***************** Get this paid.

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 8, 2022/09/08) */ 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

• Initial Complaint

  Date:08/08/2022

  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.

  Through ******************** I was being sent a payment through bill.com My payment was returned to ******** The following message is from the returning bank The deposit you mentioned was returned to the sender. Here are the details about it so that you can get in touch with the sender to track it: Return File: **************** Return Time: **************** Return Trace: XXXXXXXXXXXXXXX The only way to contact bill.com is through an invite from the place that your receiving your funding from. I contacted ************** and was refused any assistance. They stated that their records show that they paid and that's all their obligated to do and hung up on me. So i have no way of speaking to anyone about anything.

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/11) */ Hello ****, Thank you for reaching out regarding your payment from ********** Rent Relief. Bill.com will only process payments, once payments are initiated by Rent Relief. All payments are managed on the Rent Relief end. I have created a support ticket on your behalf and someone will reach out to assist further. Thank you, ****** Bill.com Supervisor Consumer Response /* (3000, 7, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) My initial question was never answered. Where is my money that was returned to bill.com? Rent Relief says I have it, my bank says you have it and now I'm being told rent relief has it. Can anyone give a straight answer? Business Response /* (4000, 9, 2022/08/22) */ Hello ****, Thank you for reaching back out. I see you currently have a ticket with our Payment Operations team regarding this matter. I will work with them on expediting the review of this payment, and they will get back with you. Thank you, ****** Bill.com Supervisor Consumer Response /* (4200, 11, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you. I'll be expecting them Business Response /* (4000, 13, 2022/08/25) */ Hi ***** You're welcome! Our team has responded to you, and you should see correspondence under ticket ******* in your email. Thank you, ****** Bill.com Supervisor

• Initial Complaint

  Date:08/05/2022

  Type:Delivery 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.

  Had a customer submit a ***** payment to me through bill.com on 7/25. Got a notification from bill.com saying money would be to me 8/1. 8/2 I called and they said it was taking longer than normal but they never attempted to notify me of the issue and that it would deposit 8/3. 8/4, no money. I called again and they said my money wouldn't be there until 8/9. Never said money could take 2 weeks. Another customer submitted payment 7/26 and as of 8/5 still don't have it and still have not received notice that it is delayed. I just want my money.

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 6, 2022/08/10) */ Hello ****** Thank you for reaching out regarding this issue, I am sorry to hear you are having trouble! I have created a support ticket on your behalf, and a team member will reach out to assist further. Thank you, ****** Bill.com Supervisor Consumer Response /* (2000, 7, 2022/08/10) */ Issue resolved. Thank you.

• Initial Complaint

  Date:08/03/2022

  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 had a account with ******** that was opened through the ******** rent relief. The account was only used to receive my payments and I had no issue till now. They first disabled my account stating it was due to activity but the only activity i have is from the payments I received in the past from the program when i ask for something backing up they're reason for closing they say they can not provide that to me. I have a payment coming through and the case manager to rent relief said i had to contact bill.com due to payment already being sent out and released. I just wanna receive my payment and the account can be closed but there is no way of speaking to a actual representative.

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/09) */ Hello *****, Thank you for reaching out regarding your payment from ********** Rent Relief. In review, I see that we have reached out to you via several tickets advising that we will not be moving forward with offering you an account. We also advised that you do not need a Bill.com account to receive payments from rent relief. I have created a support ticket and a team member will reach out to assist further. Thank you, ****** Bill.com Supervisor

• Initial Complaint

  Date:07/28/2022

  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.

  This complaint is against ********* Almost 2 weeks ago I attempted to sign into my ******** account since I had just gotten an email from them stating rental relief payment was received and a notification on my **************** account stating that the money was disbursed/paid to ********* Bill.com is the middle man that is supposed to pay us housing is key rental relief participators and it should be done in the time frame specified on their site as to avoid eviction and settle landlord debt. I tried to sign into my bill.com account so that I can add my mailing address (since they're forcing us to get paid via check now as opposed to the direct deposit option last year) & new phone # but it won't let me sign in because it is trying to send a code to my old phone # thats service is disconnected! I do not have service on that old # since changing my phone # with my phone carrier very recently. I was prompted to fill out a verification form on bill.com which asks me to upload a photo of the front & back of my ID as well as 2 most recent bank statements in order to be able update the phone # on my account (2 factor authentication with no option of getting a code to my email instead) so I can sign in. I uploaded both of those things on July 16th which was 12 days ago!! I have PROOF that I uploaded it on that date 12 days ago. On bill.coms website & via email, it says that review updates will be sent within 4 business HOURS! Yet It has been 12 days with no review! Since then, I have filled out the form 2 more times making it a total of 3 times verifying my info and it still has NOT even been reviewed and NO updates have been given even though it is way past the review time that bill.com claims! I have uploaded the documents for a 2ND time yesterday and then AGAIN today. Nobody is responding. My email is You cant specify 4 hours on your website & then not even review them at all! ***** ******** ***************************. The old # on my acct is XXX-XXX-XXXX

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/03) */ Hello *******, Thank you for reaching out regarding your Bill.com account and payment from CA COVID-19 rent relief. In review, it appears that we have been in communication with you via several tickets. I have created a ticket #XXXXXXX and someone from our tam will be in touch to further assist. Thank you, ****** Bill.com Supervisor

• Initial Complaint

  Date:07/28/2022

  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.

  On 7/27/2022 I received an email from ********************************** stating that my account was being closed due to a recent review. I have been working diligently to build my business credit and moved my entire personal saving to Divvy and have been utilizing it for almost a month with no issue. I now have almost ****** on their platform and I am unable to pay my business expenses, rent, and things for my children to go back to school. I've only had one issue with a transfer and that was due to my bank changing bank partners. I have over 4 merchants who have active holds on my account for things such as a rentals etc.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/03) */ Hello *******, Thank you for reaching out regarding your account access. In review, it appears that your account is active and in good standing, I have created a ticket #XXXXXXX and someone from our team will reach out to further assist. Thank you, ****** Bill.com Supervisor

• Initial Complaint

  Date:07/24/2022

  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 was finally approved for rental assistance through the Covid Emergency Rental Assistance Program the payment was to be handled by bill.com who was supposed to wire the money directly to my landlord but bill.com has not sent the money nor will they offer any explanation besides telling me contact the rent relief prograsm, which I do and they telkl me to contact bill.com. I feel like bill.com is keeping the money why can't they tell me why they are not making the payment my landlord is losing her patience with this. My case # is XXXXXXX

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/29) */ Hello******** Thank you for reaching out regarding your payment from ********** Rent Relief. Bill.com will only process payments, once payments are initiated by ********** Rent Relief. All payments are managed on the Rent Relief end. I have created a support ticket on your behalf and someone will reach out to assist further. Thank you, ****** Bill.com Supervisor

• Initial Complaint

  Date:07/23/2022

  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.

  Theres been no updates or information that we can access to help us know when we are getting rent relief checks. I have tried thru housing is key and then bill.com and no one seems to know anything other then the run around they give to try and appease Californians like myself just trying to keep a roof over our families heads. I have a daughter and we are about to be evicted and nobody can give me any real information. I really appreciate the help but its not help if it doesnt reach the people its intended to help.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/29) */ Hello ****, Thank you for reaching out regarding your payment from California Rent Relief. In review, I do not see any support tickets with you regarding this matter. I have created a support ticket on your behalf and someone will reach out to assist further. Thank you, ****** Bill.com Supervisor

• Initial Complaint

  Date:07/08/2022

  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.

  The company I work for reimburses us through this company. I have only received payments from there app. I am due money but there app is telling me I have a past due balance which I have never agreed to. As with all service companies I believe they are scammers. By the way who ever signs up someone for services before getting billing information. There is no way to contact them directly. Scammers and low lives. But I guess they already know what they are. I want them to send an acknowledgement that I do not owe or have a debt with them.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/12) */ Hello ****, Thank you for reaching out regarding your account, I am sorry to hear you are having trouble! I have created a support ticket on your behalf and someone will reach out to assist further on this matter. Thank you, ****** Bill.com Supervisor Consumer Response /* (2000, 7, 2022/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/08/2022

  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.

  on **** **** money was sent to me via ********** ******** sent an email stating that I need to update some information to receive the money. I updated the information and still have not received the funds. Bill.com instructions are very deceiving. ******** offers "live chat with an advocate", but really the advocates cannot do anything. bill.com has no numbers to contact a person, only a number to operators that also cannot do anything. The process is very deceiving. The sender has confirmation that the money was sent, however, my bank says the money was sent back. ******** cannot verify or locate the money. what bill.com advertises is totally contrary to the services and support that they actually provide. If bill.com cannot provide me with the funds sent and due to me , I hope that they will return the money back to the original sender. Who knows since there is no legitimate person to discuss the matter with as a sender or recipient .

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 8, 2022/07/12) */ Hello ******, Thank you for reaching out regarding one of your recent payments, I am sorry to hear you are having trouble! I have created a support ticket on your behalf and someone will reach out to assist further with this matter. Thank you, ****** Bill.com Supervisor Consumer Response /* (3000, 10, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company has no consistent support. The company called from a number that doesn't take calls. Business Response /* (4000, 12, 2022/07/25) */ Hello ******, Thank you for reaching back out, my apologies that we were unable to reach out to you and connect by phone. I will update your ticket, and make sure a team member follows up with you to make sure your payment has been received. Thank you, ****** Bill.com Supervisor