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:01/08/2025

  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.

  We received continued terrible service from bill.com to the point we cancelled are service weeks prior to the renewal of the forced subscription we were told to have to have an account with them. Our subscription was cancelled In November with Bill stating the account would be closed and cancelled in december before our subscription renewal. We received an email from Bill stating the account was set to close completely on 12/9 at 10am with no final bill being set. No less than 12 hours later we received an email thanking us for our subscription and charging our bank account for the subscription we already cancelled. We filed a support request with bill to receive our refund with no avail and are still waiting on having this issue resolved.

  Business Response

  Date: 01/15/2025

  Hi Faith,
  
  We have received your complaint, and we share our deep apologies for the experience thus far.
  
  We have created support case ********, we will reach out via the email address that you provided to assist.
  
  Thank you for your patience, we look forward to resolving this shortly,
  ******

• Initial Complaint

  Date:01/03/2025

  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.

  Signed up for Bill.com and I used it briefly but I hate pretty much everything about the user experience so I quickly stopped using it and tried to unsubscribe and cancel our account and future charges and 3 months later I am still being charged and I am unclear if my account is still active or what is happening since their interface and support options are a bizarre ************ I am venting my frustration here as a warning to future potential customers to not signup because like an *************** California inspired nightmare: you can logout any time you want, but you can never leave.

  Business Response

  Date: 01/03/2025

  Dear ****,
  
  Thank you for reaching out to us. We sincerely apologize for the inconvenience youve experienced and truly appreciate your patience as we work to resolve this for you.
  
  Weve created case #******** to address your request and are currently looking into the matter. A member of our team will follow up with you directly using the email address you provided.
  
  Your satisfaction is important to us, and were committed to resolving this promptly. Thank you again for your understanding, and we wish you a pleasant weekend.
  
  Best regards,
  ******

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22747306
  
  I am rejecting this response because:  my "console" account still shows inactive and I do not have faith that future charges will be halted.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 01/15/2025

  Hi ****,
  
  We thank you for your patience. As communicated yesterday via support case 04921835, we have successfully cancelled your Console accounts. You will not be billed any longer.
  
  If there's anything else that we can do, or if you have any additional questions, feel free to reply to the email that we sent you yesterday, on 01/14/2025.
  
  Thanks again,
  ******

  Customer Answer

  Date: 01/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/26/2024

  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 has processed a payment that a third party approved for me to have and bill did not release the funds in the matter bill.com would have afforded my counterparts. It seems bill releases funds for certain customers while others that look like myself must prove the funds approved by a third party is mine. Bill stated they routinely pick a consumer to jump thru hoops to prove the account belongs to them. I sent my I.d referencing how I look and the list of requirements got longer. There is no transparency using the bill.com app. This process went on for 2 weeks before they gave me a list of requirements . Bill.com doesnt need to do business in ******* if all races cant be treated equally!

  Business Response

  Date: 12/27/2024

  Thank you for reaching out to us. We sincerely apologize for any inconvenience or frustration this matter has caused. Please know that your concerns are important to us, and we are committed to resolving this promptly.
  
  We have created support case ******** to address your concern. Our team is actively reviewing the details and will follow up with you directly via email to provide the assistance you need.
  
  Thank you for your patience and understanding as we work to make this right. If theres anything else we can do in the meantime, please dont hesitate to let us know.

• Initial Complaint

  Date:12/18/2024

  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 am a real estate agent with a Broker that works with an accountant company called "Bill" dealing with all our commissions. I was charged 1% call "instant transfer fee" of my commission ($290.80) at my second transaction without my notice, (they didn't charge at the first smaller amount transaction), I don't know if I clicked anywhere to trigger this cost but I was not intended to do in this way because it is ridiculous to being charged $290 to make a commission transfer... I got shocked when I realized they charged me $290 for a transfer fee, and explained everything to them, and stated that I didn't intend to transfer the commission with a 1% instant transfer fee, and I can transfer the commission back to them and request a regular transfer to my bank account. They tried to ignore my emails all the time at the very beginning when I emailed them, only started to reach out to me after I told them that I would escalate this complaint but still refused to refund my money back.i am requesting Bill to refund all my transfer fee back, and issuing a penalty for their ridiculous policies and bad customer service attitude for $5000.

  Business Response

  Date: 12/19/2024

  Hi, we have received your complaint. We sent you an email yesterday to the gmail email address that you provided when you shared a rating on our BBB portal. The case number for this message is 04883819. Please reply when you have a moment, we are here to help.
  
  Thank you for your patience, we look forward to speaking soon.

• Initial Complaint

  Date:12/16/2024

  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 was offered a promotional item of Apple AirPod 4's for completing a demonstration of bill.com and how the company's bill pay system could be used in my business. I was initially contacted by ******* **** ********************* Representative (BDR)). Prior to the demonstration, I completed an email questionnaire sent to me by Mr. ***** The demonstration was conducted and completed on October 31, 2024 with a sales person by the name of ******* ****** Prior to the demonstration, I received an email that was ambiguous and I confirmed via email with ******* **** that I was eligible for the promotion. I then wanted to obtain additional confirmation and was assured by ******* ***** that if ******* had confirmed the promotion, then there should be no issues. After logging on to a Zoom meeting with Mr. ***** the demonstration was completed. During the approximately 20 minute demonstration, Mr. ***** could not answer many of my question and determined that based on my questions and concerns that Bill.com would not be a good fit for my business. Mr. ***** ended the meeting (not me), and I was expecting the promotional item (Apple AirPod 4's). Several weeks went by and I did not receive the promotion. I emailed and called Mr. **** at least 10 times and he never returned any of my phone calls or emails. Finally, I was able to speak with a supervisor ****** (BILL Customer Escalations Team) at ********************** that informed me that since I asked Mr. ***** for confirmation about the promotion I was not eligible. I am requesting that the BBB help resolve the dispute and I would like to be sent the promotional item that I earned by watching and completing the demo as was confirmed.

  Business Response

  Date: 12/27/2024

  Hi **** - Thank you for reaching out to us. We sincerely apologize for any inconvenience or frustration this matter has caused. Please know that your concerns are important to us, and we are committed to resolving this promptly.
  
  We have created support case ******** to address your concern. Our team is actively reviewing the details and will follow up with you directly via email to provide the assistance you need.
  
  Thank you for your patience and understanding as we work to make this right. If theres anything else we can do in the meantime, please dont hesitate to let us know.

• Initial Complaint

  Date:12/16/2024

  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 December 8, 2024 I signed up for bill.com to utilize this platform to create invoices and Bill customers however on December 9, 2024 an invoice was sent out to a customer. My customer proceeded to submit the payment and within 24 hours my account through ****************** was deactivated for no reason whatsoever when I try to appeal the decision based on I never received accurate information to why the account was closed I was then told by the representative that any payments that my client/customer submitted has been canceled however that is false my customer informed And provided proof documentation to me that funds were taken out of her account through ****************** to which was never given to me Ive reached out to this company via email to get an explanation. However, my email has been ignored. Im truly convinced that this time that this company is a scam that is scamming individuals out of their money and then deleting their account for no valid reason.

  Business Response

  Date: 12/27/2024

  Thank you for reaching out to us. We sincerely apologize for any inconvenience or frustration this matter has caused. Please know that your concerns are important to us, and we are committed to resolving this promptly.
  
  We have created support case ******** to address your concern. Our team is actively reviewing the details and will follow up with you directly via email to provide the assistance you need.
  
  Thank you for your patience and understanding as we work to make this right. If theres anything else we can do in the meantime, please dont hesitate to let us know.

• Initial Complaint

  Date:12/13/2024

  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.

  They will not let me cancel my subscription. Bill.com has robbed my company on there subscription for many months. I have tried to cancel over the course of 3 months. They are still not letting me do that. I have filled out a Account Cancellation form as well. No response nothing

  Business Response

  Date: 12/27/2024

  Hi ****,
  
  Thank you for reaching out to us. We sincerely apologize for any inconvenience or frustration this matter has caused. Please know that your concerns are important to us, and we are committed to resolving this promptly. 
  
  We have created support case ******** to address your concern. Our team is actively reviewing the details and will follow up with you directly via email to provide the assistance you need. Thank you for your patience and understanding as we work to make this right.
  
  If theres anything else we can do in the meantime, please dont hesitate to let us know.

• Initial Complaint

  Date:12/09/2024

  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 set up an ESSENTIAL trial account with the login **************************** I decided against paying for their service and tried to downgrade to a BASIC account. Instead, my ESSENTIAL account was completely closed with $18000 in there. I logged back in and my account was now BASIC and has none of my BANK ACCOUNT, DEBIT CARD, or PAYMENTS. I have tried the online chat and it is not helpful. I was hung up on when I requested to get a call, and now I have no access to either account. I have been sitting on the chat all day for assistance. I need to get my money out IMMEDIATELY

  Business Response

  Date: 12/11/2024

  Hi Tafena,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,

  ****** *. 

  
  

• Initial Complaint

  Date:12/02/2024

  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 use Bill.com,LLC for payment. There's a feature for users to select instant payment. On 11/26/24, I have reached out to have at least 10 times, requesting that feature be enabled. The process starts with the virtual chat, then users can request a call back, the customer service calls you back , most of them are out sourced in other countries, so they can other create a ticket to escalate, the agent won't provide the US Address. The agent are of no use, have absolutely no knowledge. During all my interactions with the agents, I was given different information, I was told the feature should be enabled within 30 minutes then another said the next day.. and here we are... I was able to get some information from an agent that the Risk operation teams, that would enable the instant pay feature on my account is located in the **... So I wonder if the customer service is really escalating this issue or is the Risk Operations team is just ignoring my request.. ************ was not my choice. I have a business and would never use this company, Where as I can't speak with someone to resolve important issues. Specially if there's an office in the **... I located the ********, ** location which just has the off shores agent, who only transfer you back to the customer service rep... **** is terrible! Good to know how this business operates!

  Business Response

  Date: 12/11/2024

  Hi *****,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,

  ****** M

  
  

• Initial Complaint

  Date:11/07/2024

  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 company Im complaining about is a invoice financing company of some sort. They have me down as owing them for two invoices even after Ive shown them proof of all my business account deposit and have the company that goes through them send proof as well from their end. they continue to ignore this proof that has been emailed to them and they keep giving me the runaround telling me every month for about three months now that I owe them for money and that theyre gonna escalate my problem and get back to me and they never ever get back to me other than to tell me theyre gonna escalate the problem or the issue in emails or on phone calls. As of now, Im not sure how much money they have taken out of my bank account but the most recent total is $173.56 this month on the fourth. I did not authorize that. Owe them any money whatsoever and theyre stealing now

  Business Response

  Date: 11/08/2024

  Hi Dion
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,
  
  ********************** Office of Executive Escalations
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22526179
  
  I am rejecting this response because:
  There was no resolution stated as far as I could tell so no this is not satisfactory. As s matter of fact its the same tired company line theyve been giving me since day one a few months ago. I have the receipts to prove it. Every time this same line: were looking into this further or were escalating this or were reviewing this. & in the end despite the **** that i only got paid once a month from WHOMEVER still stands and the inability of this company to recognize that is not only hilarious but pathetic. How did  they ever come to be in business is what I keep asking myself. 
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/14/2024

  Hi Dion, 

  The outstanding balance on your account remains your responsibility. As you are aware, invoice financing is a line of credit that you have initiated, not your customer. Your customers will not be notified of your use of invoice financing.
  

  BILL and our lending partner, *******, only assume ownership of an invoice in the event of a default under the terms of the Invoice Financing Revolving Credit Agreement. As such, you are responsible for repaying the full amount of each financed invoice. We have proactively sent reminders to assist in prompting your customer to settle their balance, or alternatively, to help you address the outstanding amount directly.
  

  Please note that interest will begin accruing monthly at a rate of 15% (18.2% APR) on each due date until the financed invoice is paid in full. In the event of default on a financed invoice, we may need to intercept payments from other invoices, which are not part of the financing arrangement, to cover the outstanding balance on your invoice financing line of credit.

  BILL Customer Escalations
  
  

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22526179
  
  I am rejecting this response because: I never was paid more than once in a month 

  The invoice finance error is on universal according to BILL.COM. 

  IF I INITIATED AN INVOICE FINANCE IT WAS A MISTAKE. U GUYS ALSO HAVE THAT OHONE CALL RECORDED Where I discussed the mistake of filling out the invoice financing with one of your employees. The fact that you guys are 20 of them after me for money even though I never received it is robbery.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/18/2024

  Hi Dion, 

  Our team has been in constant contact regarding the issue at hand. If there are further question. Please respond to the internal ticket created. At this time it has been determined that the financed amount is valid.