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:02/24/2025

  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.

  My account was approved on 2/7 and I was generated into a bill cycle for 1/14-2/15 and are one purchase before my account was flag for fraud and then took 5 days to remove fraud hold then my limit was decrease by $1500. I call several times and was told this what I signed up for which is incorrect. Ask to speak to supervisor and first initial conversation with supervisor stated this is weird and never seen issue like this happen before and proceeded to state we will get this corrected but few days later by email he stated its correct but doesnt make sense. The service behind this product is terrible and not being able to correct the mistake is a crime. This is a corporate card where payment is due every 30 days in full and thats what I sign up for not to be charge a payment a week later after it took 5 days to actually utilize the card for my business.

  Business Response

  Date: 02/24/2025

  Hi ****** - thank you for your feedback. We understand your frustration regarding the issues you experienced with your account, and we apologize for the inconvenience and confusion this has caused. We have created support case #******** to thoroughly investigate these concerns. A member of our team will be reaching out to assist you. Thank you.
  

• Initial Complaint

  Date:02/14/2025

  Type:Delivery 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 have been paying 9.99 for *******, which guarantees payment received by vendor same day. Confirmations indicated arrival date (same date as initiating FastPay).Our vendors have been complaining that they are not receiving their FastPay until one additional day and/or over the weekend if FastPay is made on a Friday. According to **, they should receive it same day, if made before 1pm (EST) cutoff, which we initiate way before then.This is a total scam to guarantee payment delivery date and then it gets delayed up to 2-3 days. We will be moving to a different provider, as bill.com's upper level support was over a 45 min. hold time. When they called, the call was disconnected (after waiting close to an hour) and bill.com didn't have the decency to call back. Bill.com is a very insincere company that could care less for the service they provide.

  Business Response

  Date: 02/14/2025

  Hi ****** - thank you for your feedback. We understand your frustration regarding the FastPay delays and the difficulty you experienced with our support team. We have created support case #******** to investigate the ******* delivery issues you described. A member of our team will contact you shortly to discuss this further. We apologize for the inconvenience.

• Initial Complaint

  Date:02/06/2025

  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.

  To Whom It May Concern,I am writing to file a formal complaint against BILL regarding unauthorized charges and the unresolved cancellation of our accounts.On 6/11/2024, we canceled all known accounts we had with **********************. Despite this cancellation, we continued to be charged $327 per month. Over the ensuing period, we attempted to contact BILL multiple times via phone and email, seeking a resolution to cancel these charges, but our efforts were unsuccessful.On 11/8/2024, I emailed a representative named ****** at the customer helpline and subsequently sent three follow-up emails. Unfortunately, we received no substantive response; tickets were closed without any resolution provided.With no other options available, we disputed the unauthorized charges with our credit card company. However, the dispute was denied due to the existence of a mysterious account under our namean account we were previously unaware of.We respectfully request the Better Business Bureau's assistance in resolving this matter. We insist that BILL immediately cancel the unauthorized account, refund all improperly charged amounts, and provide a clear explanation regarding the existence of this mystery account.Thank you for your attention to this complaint. We look forward to your assistance in ensuring that our concerns are addressed promptly and that this matter is resolved satisfactorily.

  Business Response

  Date: 02/11/2025

  Hi ***** - we have received your review and apologize for the experience. We have created support case #******** to investigate the unauthorized charges and account issue. We will be reaching out via email to assist and discuss this further. Thank you.

  
  

• Initial Complaint

  Date:02/06/2025

  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.

  The *** *************** deactivated my account ************************** in retaliation after I escalated my concerns to leadership due to a week of delays. Now, my companys incoming payments are on hold, and I have no access to my dashboard.I complied with every request, and everything I submitted was accepted. However, they suddenly added an unreasonable request after I had already provided valid identificationa previous MD drivers license (expired) and my current PA licenseto confirm a change of address. To further clarify, I even submitted a mortgage statement for my MD property, as I am a dual resident. Despite all this, they still disabled my account and forced me into an appeal process that makes no sense.I have no idea what Im supposed to be appealing since they confirmed they accepted my documents. The ***************s slow, 48-hour email response times are severely impacting my business, with unpaid invoices totaling over $7,000 and a cleared $9,598.20 payment that was delayed and is now indefinitely on hold.This unnecessary chaos, triggered by Bill.coms system, is putting my business at risk. I only have one chance to appeal, but I havent been given a clear reason for the deactivation. How can I argue my case without knowing exactly why my account was shut down? The lack of transparency and constant delays are completely unacceptable.

  Business Response

  Date: 02/11/2025

  Hi ***** - we understand your frustration and thank you for bringing this to our attention. As you know, we are already working with you on this issue through our escalation process. We encourage you to continue working with our team through that channel, where we can address the specific details of your case. We appreciate your patience.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22904954
  
  I am rejecting this response because:

  their process was to leave me in the dark and close my account and hold my funds without any explanation. This is after accepting the documentation that I had provided them now they want to put me back into the run around by dealing with them directly. I need somebodys assistance in dealing with this companies questionable business practices. 
  I want answers and I want access to my working capital they shouldve had this resolved weeks ago. This generic response is a stall tactic on behalf of this business. It is well documented through various small business merchants that have encountered this runaround by this company.

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/20/2025

  Dear *****,

  I'm writing to follow up on your account and the concerns you've raised. I understand you disagree with our decision, and I want to assure you that I've been working diligently to address this.

  Our underwriting team has carefully reviewed your case again and, unfortunately, they have affirmed their initial decision. While I understand this is likely frustrating news, I want to be transparent with you about the outcome.

  We will be sending you a follow-up email shortly with further details. This email will also provide you with my direct contact information, so you can reach out to me directly with any further questions. I'm committed to doing my best to answer them for you.
  

  While I understand this isn't the resolution you were hoping for, I want to reiterate that this decision is in accordance with our policy and terms of service. Therefore, at this time, we stand by the decision to close your account.

  ****** ******
  Manager, BILL Office of Executive Escalations

• Initial Complaint

  Date:02/05/2025

  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.

  Bill.com is a terrible service tool. I was committed to using bill.com by my customer in order to process my invoices to them for services rendered. It was not by choice. I have been using the services for a year with no issues. This month I added a separate business that my customer had me invoice to the account (again instructed by my customer) to process my latest payment. Out of the total blue, they put my account on hold and did not process or release payment under the guise of a "routine security check". They required me to send in several documents to prove that I was the account holder including my ID, bank statements, utility bills, etc. I chatted with customer service to confirm receipt of the documents. He confirmed receipt, reviewed them, and implored upon him the urgency to release my account as the customer had already issued payment for the invoice I had issued the week before and it was already in process. After 2 hours of chat, he said that the case was solved. That was Friday. On Monday, bill.com reopened the case to tell me that they closed my account and they would not release any further payments and held funds already in their system. They gave no reason for the closure or the review in the first place. There was no negative activity conducted on the account and all documents provided clearly showed the account is mine. There has been no invoice that the customer has questioned or did not pay. It would seem that bill.com practices disciminatory behavior against people of certain races. There is no transparency using the bill.com and they hide behind language that states they can terminate services without any reason. Bill.com does not need to conduct business in the ** if they are going to practice racial discrimination and close accounts in good standing that have not demonstrated any security risk. And they clearly should not be allowed to prevent the release of duly issued funds to customers if righfully paid without cause.

  Business Response

  Date: 02/11/2025

  Hi **** - thank you for bringing this to our attention. We understand your frustration regarding the closure of your account and the withholding of funds. We take all complaints very seriously and we are committed to thoroughly investigating this matter. We have created support case #******** to address your concerns. A member of our team will contact you shortly to discuss this further. We appreciate your patience as we investigate.

  Customer Answer

  Date: 02/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory but I still want noted by the BBB that the resulting action was only done by the filing of this complaint with the BBB and is seems to be still a widespread practice by the business.  This should be notated n the files of the business for future consumer review.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:02/05/2025

  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.

  Bill.com debited our account for a transaction then sent a request for wire stating the transaction was cancelled by the bank. We sent the wire to bill.com the same day before the deadline and notified them of such. Bill.com then resubmitted the debit to our bank. We contacted them 5 days ago and were told they would refund the money but they haven't yet. Its several thousand dollars. It only take a day to send a wire as we did. For a small business this can be damaging. The customer service doesn't seem to care. They have no excuse or reason not to return the money promptly. In my opinion, it seems to be a means of enrichment for Bill.com. Think of the millions of dollar they hold for similar occurrences where they doubly debit a transaction and the interest they can collect on it daily by delaying a refund.

  Business Response

  Date: 02/05/2025

  Dear Cyrus * we have received your complaint and sincerely apologize for the inconvenience you experienced. We have created support case ******** to address your concerns. A member of our team will contact you directly via email shortly to discuss this further and work towards a resolution. Thank you for your patience.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22901291
  
  I am rejecting this response because This is the same pre-canned message I have received for 12 days now and they still haven't refunded my payment. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/11/2025

  Hi Cyrus * thank you for your follow*up. We understand your frustration regarding the refund delay. We sent you an update yesterday to your email address concerning your case. We'll continue to provide updates there. Please don't hesitate to reply to that email if you have any questions.

• Initial Complaint

  Date:01/24/2025

  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.

  This organization is somewhat of a financial institute sure they're not a bank but they take payment of money and redistribute it. They make you jump through more hoops than a bank does to open your account to get paid by your client. This is the list of information they require from you to open your account and allow you to be paid from your clients that use the portal. It never used to be this ****** the protection of your financial assets is paramount to our business, please send us the following sets of documents:- Copy of the companys most recent bank statement, containing the company name and address. We may also require a letter from the issuing bank that includes the account information, as well as the bank's contact information.- Signed copy of the companys Articles of Incorporation or Articles of Formation. For sole proprietors, please provide your business license and EIN certificate.-Color copy of your state/federal-issued photo ID + 1 other form of identification. Submit 2 of the following, along with a Selfie:Drivers license (front and back)State-issued ID Passport Employer-issued ID containing your name (other form of ID must be government-issued photo ID)Utility bill in your name (other form of ID must be government-issued photo ID)- A Selfie of the individual being verified, holding the submitted identification document to confirm it matches the individual.For your security, please do not share sensitive information such as your social security number.Thank you for signing up for BILL.Fair to want id etc. My extreme issue is that they are not protecting our data. I uploaded my Drivers license only to find it is uploaded to ********** and if you use the link anyone has access to that document you do not have to be logged into BILL or my account etc it's just open to all. In this day and age we have to protect our data more than ever. Even Crypto sites have more security that these. Please help my info be secured or removed.

  Business Response

  Date: 02/05/2025

  Dear ***** - we have received your complaint and our team connected with you on 01/31/2025 to address your concern. If you have any additional questions, you may reply to the email that we sent you (case 04994110). Thank you for your patience.

   

• Initial Complaint

  Date:01/23/2025

  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 use ***** as our sole credit card source for our company. We have automatic payments set up for every two weeks. Last week, the payment was set to go through and showed for DAYS that it went through on their website. Then, all of a sudden, it shows the payment was declined, that we are are overdue and must make a payment immediately. We wired part of the funds and were setting up a transfer for the rest. The next day, with no warning, our entire account was frozen and unusable. We promptly wired the remainder of the payment. For the rest of that day, and now onto the second day, our account is STILL frozen even thought the account is caught up. Their support is useless and says it can take 1-3 days to unfreeze. They are holding our money hostage and making money on the spread- this should be illegal. It is SO incredibly frustrating to have made a payment and not be able use our account and cards. We are extremely frustrated with Divvy. They are holding our account hostage.

  Business Response

  Date: 01/28/2025

  Hi **** - we have received your complaint, and we apologize for the trouble you experienced.
  
  You may expect a call tomorrow from *****, the Executive Escalations agent that is assigned to your complaint.
  
  We look forward to resolving this soon.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22848265
  
  I am rejecting this response because: we received no warning that our account would be frozen. The payment went through and it was still frozen and is now frozen for 90 days. This company needs to communicate their policies better with their customers before they start shutting down accounts that greatly affect business operations.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 02/04/2025

  Hi **** - we sent you an email on 01/28, and are awaiting your reply. Once your account balance is $0, please reply to the email to notify *****, we will reactivate the account. If you have any questions, please reply to the email. Thank you!
  
  

• Initial Complaint

  Date:01/22/2025

  Type:Sales and Advertising 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.

  In January 2025, I received an email from Bill.com regarding a customer wanting to pay our business through, Bill.com. The email said it was free to receive payments from customers using the ********************** service. I input our email and it said an account was found for our email do you want to proceed with that account, I selected yes. The screen prompt said to input our checking account information to receive the payment from our customer with no fees. After I completed inputting our account information and gave permission to connect our account, a prompt appeared saying any past due bills would be charged to our checking account. I immediately messaged via the chat feature and sent an email to Bill.com advising I did not agree to any charges to our account and only supplied our account as a means to receive payments from our customer which was stated as free. Communication was received from Bill.com that the charge was for a trial account tied to our account from May 2021 that rolled over to a paid account for a month. I never received information in 2021 about a trial rolling into a paid account or being ************************ of anything back in 2021. The fact they misrepresented what my account would be used for when I authorized the connection and then tried to charge me for something 5 years in the past that I never authorized was a predatory practice. I disputed the charge with my bank and left several emails with Bill.com regarding the unfair practice.

  Business Response

  Date: 02/05/2025

  Dear ******* - we have received your complaint and sincerely apologize for the inconvenience you experienced. We have created support case ******** to address your concerns. A member of our team will contact you directly via email shortly to discuss this further and work towards a resolution. Thank you for your patience.

• Initial Complaint

  Date:01/16/2025

  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 am a contractor with The Mom Project, which requires me to accept payment via BILL.com.BILL.com aggressively marketed additional services to **** finally used BILL.com to issue an invoice to another client. The client paid the funds owing on that invoice to BILL.com. BILL.com showed that my funds would be deposited to my account today.I went to log into my BILL.com account to check on the status of my funds deposit. I was not able to log in. BILL.com customer service said my account had been closed.Upon researching this company in the BBB archives, it appears that BILL.com regularly defrauds users by waiting until an invoice is paid and then closing the user's account and retaining the funds. I see several reports of this in the BBB archives, with none showing a resolution.I would like my funds returned.

  Business Response

  Date: 01/28/2025

  Hello,
  
  We understand that this situation may be disappointing, and we sincerely apologize for any frustration it has caused. Your account was closed following a review by our underwriting team. We requested verification documentation via case ********, but did not receive a reply. These reviews are conducted to ensure compliance and to uphold the safety and integrity of our platform and customers. Your payment was voided and returned on 01/14/2025.
  
  For security reasons, we are unable to share specific details about what triggered this decision, as doing so could potentially compromise the measures we have in place to protect our system.
  
  We truly regret that this is not the outcome you were hoping for. We value your understanding and are grateful for your time. Should you have further questions or need additional assistance, please dont hesitate to reach out.