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:07/07/2022

  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.

  Company named Bill.com is using deceptive business practices and withholding distribution of monies under the guise or ACH banking. They are holding on to people's (my) money and collecting interest on it and using the excuse of technicalities in their software. Customers cannot contact anyone in the company with any level of authority and the only means of communication are through a chat bot. Reminds me of an insurance company whose business model is to deny claims and standard operating procedure

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/12) */ Hello *****, Thank you for reaching out regarding your payment. It appears that we have reached to you via a couple of tickets and chats and your issue was resolved. I apologize for any inconvenience this may have caused. Thank you, ****** Bill.com Supervisor

• Initial Complaint

  Date:07/06/2022

  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.

  ******** is a cheater. I received a promotion email, indicating if I enrolled in instant transfer, I'll get a *** gift card. So I did enrolled in the service. But it never said instant transfer is the default payment method. So for my first transfer, it charged me **** No Gift Card was given until Today. The customer service is lier! They said the refund will be return to me in 2 days, then it becomes 45 days, then it forever! It's a liar and fraud!!

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/08) */ Hello ***, Thank you for reaching out regarding instant transfer on 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. Thank you, ****** Bill.com Supervisor

• Initial Complaint

  Date:07/05/2022

  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 issued a rental assistance payment from CA Covid Rental Assistance program. They sent the payment to bill.com. That was on June 01st. Neither myself or my landlord has received the payment. I was advised by the program to contact bill.com. Bill.com has refused to provide any information regarding the payment. It has been a very frustrating process dealing with this company. Not only am I not able to get any information, they do not have an actual telephone number where you can speak with someone. Everything is done via online chat, and they can't tell you anything. I'm on the edge of eviction, and I can't get in contact with anyone whom can provide me and real assistance

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 6, 2022/07/08) */ Hello ******, Thank you for reaching out regarding your payment from California Rent Relief. Bill.com will only process payments, once the payments are initiated by California 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:07/04/2022

  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 have been a licensed attorney in good standing in ********** for 55 years. As a fiduciary trustee, I expect professional service when collecting funds. Bill.com has caused concern about whether they have staff that can be trusted. The staff may not be well trained. I authorized trusted colleagues to perform certain tasks. Bill.com has staff that made severe mistakes with my account. I have a government rent relief ACH deposit pending for a trust. I authorized the set up of the account details with bill.com. The next day I received an email from bill.com support that said the activity was reviewed and my account deactivated. The other trustee responded under my authorization. The rep for bill.com told her to send them two forms of Identification front and back, the confidential asset protection trust, copies of bank statements, and utility bills so that they could verify who she was and get the account reactivated. She sent everything in. When she emailed again with urgency added, another bill.com representative responded stating that they have her ticket and told her "do not send your social security number or any full account numbers." She did already tho. The next day bill.com sent an email stating that my account was closed and they are sorry but after reviewing the documents she sent in and the activity that it is now closed.. They said that she could get a check sent from the government agency and to contact them. But, the state of ********** has Bill.com issue the rent relief checks . No one at bill.com has contacted me whatsoever to verify that this person was authorized. The app allows businesses to add other users and multiple bank accounts and that's the only activity that has occurred. They have placed my Name and good reputation in jeopardy, delayed approved funds, and we are worried that the staff has stolen her information and identity. This is unacceptable. The ACH deposit may be at risk of being stolen by bill.com staff.

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 8, 2022/07/08) */ Hi ****, Thank you for reaching out regarding your payment from ********** Rent Relief. 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. Thank you, ****** Bill.com Supervisor Consumer Response /* (3000, 10, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Risk Operations: The response to my complaint by stating that you created a ticket number for "trouble" that I am having is just another attempt to stall the actions that need to be taken. You did not even issue a ticket number with your response. You have not contacted me and you have not attempted to understand the issue that your company has caused nor rectify it by reactivating my account and processing the ACH deposit that was approved more than a week ago when you decided to close my account for no valid reason whatsoever. I am a licensed attorney in ********** and I have been for more than 55 years. I am to maintain 100% honesty and to uphold 100% of the law 24 hours a day and I have held this position fo 55 years. The time that you are taking to get this resolved is completely unacceptable. The delay is causing my good reputation for professional fiduciary services to suffer greatly with the board of trustees and more so with the ********** Rent Relief Funds Disbursement Department. The funds were invoiced on June 30, 2022 and available July 1, 2022 for ACH Deposit. The same day I accepted the invitation to receive the rent relief payment via Bill.com and activate an account, as my authorized person who is already established with Bill.com, navigated through the software website to set up the details so that I could receive upcoming deposits, your staff took it upon themselves to deactivate the account until further information was received. Not one person has contacted me to verify the issue that caused this. This action is not written in the account portal. Bill.com risk support sent an email ticket and requested the person's identification, bank statements, bank letters, the confidential land trust document and any other information that could be sent. After this was done, another response from Bill.com stated that the person should not send any bank account numbers and no social security information. The next response was from a representative of Bill.com that stated "sorry, but we closed your account". Bill.com personnel have taken over my account and caused great harm to my business. It appears that the company has gained many complaints over the last months at The Better Business Bureau. The staff has abused their power by withholding money that does not belong to them. It has been a week and no one has responded. Your staff requested my personal identification ie: drivers license front and back, a passport, and bank statements proving that I am real, several days ago and I have heard nothing. This is going to cause a criminal complaint to be made and a law suit to be filed for punitive damages. The fact that you have removed my right to receive and access payments from the State of ********** that have already gone thru the scrutiny required for the payment to be approved and issued to me in the first place is a clear abuse of power. I have never contacted you to deactivate my account or close it. You are causing this and other payments to be backlogged without one good reason to do so and with out my authorization. You have essentially blocked me from getting the funds which appears as a serious problem to all parties involved. I want this situation to be escalated immediately. Open my account and transfer the ACH forthwith. You have in receipt of the company tax ID and now all of my personal information without one response. This is something that needs to be publicized and sent to the government consumer protection bureau also. Next steps will include forwarding this matter to your legal department, general manager, board of trustees, chief of staff, state of **********, HCD and HUD directors. Business Response /* (4000, 12, 2022/07/14) */ Hi ****, Thank you for your reply. A member of our Leadership team has reached out to you by email to help further investigate and resolve this issue. The email should have been received this morning (07/17/2022). Thank you, ****** Bill.com Supervisor Consumer Response /* (4200, 14, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The bill.com organization is so difficult that i will remember it as one of the worst experiences in my life. There is no way to speak to anyone. I keep getting emails from "services" and they don't take responses. When I respond to them they email back saying I need to email support. Support doesn't respond. I can't get any answers to multiple requests in the app inbox. The app says that I am connected to the rent relief program however sending a reminder for payment now sends the reminder to one of my other email addresses and not to the state. So I deleted my other email address from the app and no one will respond to my requests to fix this issue. It has been a month since the payment was approved and now I can't email the state. Now the app says there is no bill created but on the side the message says that the state created the invoice just like it said a month ago. The last message I got from bill.com states that the payment could not be connected to my bank account. This is absurd. My bank account was verified thru PLAID. So i set my bank account up again and capitalized my name and made sure there were no discrepancies in minor detail like that and still no response. If the payment was being wired and there was an error, it is important to understand the error and also to know if the error was resolved. All I got was an email that stated "you can't use your bank account to receive your payment anymore". This is the worst service I have ever dealt with in my life. I have 1 or 2 emails from the state and I have almost 8 full pages of emails from bill.com. I am completely in the dark about whether I will EVER get this money. The app claims it is faster than any other payment and should take 3-5 days and that is a misrepresentation. It has been a month and while I have each of my clients set up with a unique email address for each client/tenant and one that is unique for my office as landlord/fiduciary, now I am worried that bill.com is so nosy about every detail that they will get that part confused also. It feels as if they are either stalling to punish me for filing a complaint in the first place or plotting to circumvent my ever getting a payment. It is the worst experience ever. I don't even want to try to hope I will ever get paid because as soon as I think things are going well, I get an email stating there is a huge issue or I go online and find that I am not even connected. I hate this app and I really tried, my entire group has tried to deal with this and we are all just exhausted.

• Initial Complaint

  Date:07/01/2022

  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.

  CA Rent Relief utilizes Bill.Com to disburse payments to landlords/tenants. On June 24th I received an email from Bill.Com indicating I would receive my payment from CA Rent Relief on Tuesday 06/28/22 via standard delivery (ACH). On Monday 06/27/22 my bank Chase alerted me I had an automatic deposit from Bill.Com. I logged in to the Bill.Com application and realized they charged me $270 for the automatic deposit. I tried calling but I could not locate a number for them, the app has a support option but only by email. I emailed them my complaint on 06/27/22 in which they replied my request had been assigned a ticket ID and to submit a request through the Refund/Credit Request form for them to review. I completed all of this on 0627/22. On 06/28/22 I received an email from Bill.Com that stated they hope the information they provided was helpful and my ticket ID # will be marked as solved. I never received confirmation to my question as to why I was being charged $270 for an automatic transaction I never made. Why would I pay them $270 for an automatic transaction on June 27th when I was going to receive full payment in June 28th, zero of charge?

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/07) */ Hello *****, Thank you for reaching out regarding your recent payment from California Rent Relief. I am sorry to hear you are having trouble! I have created a support ticket on your behalf, and a team member will be reaching out to assist further on this matter. Thank you, ****** Bill.com Supervisor

• Initial Complaint

  Date:06/24/2022

  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.

  On ********* Bill.com shut down my account citing security concerns, and is holding on to my incoming payments from my customers. They never directly warned me that they would shut down my account by email, phone etc. They put a note on my account, and then three business days later "closed and canceled" my account with no further warningholding on to a ** payment from one of my clients. They requested documents be uploaded to my account which I no longer had access to (because they shut it down). After spending several hours in online chats I convinced them to provide me with the list of documentation they required. Included in that list was a request for a business license. As a sole proprietor, operating a business part time out of my home, there is no applicable business license. I offered to do a video call showing my documents in personincluding a passport, drivers license, bank statements, EIN form directly from the IRS. They are refusing to cooperate and insist it isn't possible .

  Business Response

  Date: 06/28/2022

  Business Response /* (1000, 5, 2022/06/28) */ Hi ******, Thanks again for your time on Friday (06/24/2022) - I'm glad we were able to address your concerns. I'd also like to take moment to again convey our apologies for the subpar experience that ultimately led you to file a complaint with the BBB. Should you require any additional assistance, feel free to reply back to me via support ticket XXXXXXX. Warm regards, ****** Manager - Bill.com Customer Escalations Consumer Response /* (3000, 7, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The customer has not been credited back the amount for the invoice. I have not been credited for the invoice. Bill.com still is holding on to the money, therefore there is no solution to this problem.

• Initial Complaint

  Date:06/23/2022

  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.

  The business made me believe I needed an account with them. I do not want an account. I tried to close it and they will not close it and delete my personal and banking information. I want them to give proof that my account is deleted and my personal and banking information is no longer available to them.

  Business Response

  Date: 07/12/2022

  Business Response /* (1000, 5, 2022/06/27) */ Hello ****, Thank you for reaching out regarding your account cancellation. In review, I do not see we have any support tickets with you regarding this matter. I have created a support ticket on your behalf and someone will reach out to further assist. Thank you, Tamara Bill.com Supervisor

• Initial Complaint

  Date:06/20/2022

  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.

  J'ai été débité sur ma carte de crédit le 9 juin 2022 Ihsbill.com 84,28 $, le 11 juin 2022 Ihsbill.com 5,25 $, le 14 juin 2022 Ihsbill.com 38,29 $, 10 juin 2022 Orbill .com 57,88 $38,29 $, 6 juin 2022 Scbiller.com 38,69 $, 6 juin 2022 Tpsaid.com 38,65 $. Je n'ai aucune idée de pourquoi j'ai été chargé. J'ai fais des recherche pour tenter de remédier a la situation sans succès. Pouvez-vous maider?

  Business Response

  Date: 07/12/2022

  Business Response /* (1000, 5, 2022/06/22) */ Hello ******, Thank you for reaching out regarding assistance with these unknown payments. Upon review, it seems these payments are not from Bill.com. I went ahead and created a support ticket on your behalf, and a team member will be reaching out to assist further. Thank you, ******* Bill.com Supervisor

• Initial Complaint

  Date:06/16/2022

  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 been waiting for months to receive Covid Emergency Assistance funds from the state. My portal kept changing and now it has been stuck on "Application Under Review" for the longest. I keep calling them every day and they say the same thing to be patient, I turned in all my documents, I'm in the final review and i will be approved. I'm a single mother going through extreme hardship and it seems like no one wants to help me. They said to contact bill.com since it goes through them. I'm pretty sure it has to be illegal just ok the banking industry to deny a payee any information whatsoever on their funds but this is FEDERAL MONEY meant for an EMERGENCY that was supposed to be disbursed over a year ago. I'm absolutely astounded such an asinine and disgustingly unsympathetic policy can even exist. This company should be at lease barred from doing business with the State of California or at best be shut down altogether. I have spent the last 30 minutes on the BBB site reading other testimonials of other landlords and renters experiencing horror stories of withheld funds, uncashable checks, closed accounts, and denials with no explanation. Originally I was hoping to get a simple update but this whole process has been a nightmare with no one willing to help me. I can't wait a day longer and I'm not going to allow a company bumble around with something so important to my life like whether or not I'll be on the streets. I demand they provide me information or I'll begin to purse legal action.

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/06/17) */ Hello********, Thank you for reaching out regarding your payment from California Rent Relief. In review, I do not see we have any support tickets with you regarding this matter.********* does not have any connection to the approval process for Rent Relief Payments. I have created a support ticket on your behalf and someone will reach out to assist further. Thank you, Tamara *******************

• Initial Complaint

  Date:06/13/2022

  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.

  To whom it may concern, the rent relief program and bill.com payments has been an absolute disaster, I was first denied then approved with no amount and not sure if will cover rent and been over 4 weeks and no payment. Ive been following groups online and so may people have been treated so badly and about to be evicted. Claim XXXXXXX My EDD pandemic claim from July 2020 still hasn't been paid due to technical problems, the pandemic and lockdowns have been horrific and Rent Relief, bill.com & EDD have failed the people of **********. For 8 months been telling me its coming this Friday, then said I had wages in New Jersey and never been. Worst 3 years of my life! Claim XXXXXXXXXX Claim Regards ****

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 5, 2022/06/16) */ Hello ****, Thank you for reaching out regarding your payment from California Rent Relief. In review, I do not see we have any support tickets with you regarding this matter. Bill.com does not have any connection to the approval process for Rent Relief Payments. I have created a support ticket on your behalf and someone will reach out to assist further. Thank you, *******Bill.com Supervisor Consumer Response /* (2000, 7, 2022/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Matter was explained