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:11/04/2024

  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.

  After months of using bill.com and having a credit card account, they demanded excessive documentation and threatened to not pay the bills I had set for Payment until I took a selfie and provided 5 different documents. After providing them they said they wont do business with us again. I have charged back the monthly fee and filed a complaint with government regulatory agencies. Theres an investigation in going with the **** regarding these practices.

  Business Response

  Date: 11/04/2024

  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,

  ********************** Office of Executive Escalations

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22503611
  
  I am rejecting this response because: you have had over $9100 of my money for ever a week and have not paid any of the vendors. My employees health insurance has lapsed for non payment because you failed to send the payment. Additionally you have materially harmed my business.

  refund my money immediately 

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

  Business Response

  Date: 01/28/2025

  Hi ***********,
  
  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. These reviews are conducted to ensure compliance and to uphold the safety and integrity of our platform and customers.
  
  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.
  

• Initial Complaint

  Date:10/23/2024

  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.

  One of my clients uses Bill.com services to pay their vendors, which you have to create an account for on their website input your bank details in order to receive payment. When my payment was received, I received an email (uploaded) that had a link saying that they were offering a 30 day trial for instant deposit fee free. I clicked on the link which took me to their site, which had the "Instant deposit: option which I clicked on. However, it charged me a fee, and did not initiate the 30 day fee free deposit. Bill.com retained $1,000 of which is coming out of my personal payment after I use the total amount received to pay other vendors and business expenses.Bill.com refused to refund me $1,000 - dispite them falsely advertising and using a faulty link in the email that didn't in fact take you to the offer, but tricked you into accepting instant deposit while paying the fee. I also attached the email where you can see the advertised free trial and fee with clickable link. It's a really shady business that uses these type of techniques.

  Business Response

  Date: 10/25/2024

  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,
  
  ********************** Office of Executive Escalations

• Initial Complaint

  Date:10/22/2024

  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.

  For at least 6 months I was charged $50 / month by Bill.com after I accepted a payment with the free trial. I am an individual contractor, and did not need or use any of the services described in the plan I was auto-enrolled in. I thought I needed to pay a fee to receive payments, which I did not. The company has not accepted any responsibility or offered a pathway to restitution, but I feel the public should be more aware of this predatory scheme.

  Business Response

  Date: 10/23/2024

  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,
  
  ********************** Office of Executive Escalations

• Initial Complaint

  Date:10/17/2024

  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.

  So I've been fighting with this company to just get my check. They want me to verify my identity I sent a picture of my driver's license thinking that would be enough but apparently it wasn't. I had no explanation as to why I couldn't verify my identity. And when I did try they asked for something I didn't have

  Business Response

  Date: 10/17/2024

  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,
  
  ********************** Office of Executive Escalations
  

• Initial Complaint

  Date:10/11/2024

  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.

  In July 2024, I received a link for Bill.com from a client to facilitate the payment of funds owed to me from this client. Unfortunately, my account was set up incorrectly, and after three months, I was prompted to pay a subscription fee, resulting in me being locked out of my account. I made several attempts to contact Bill.com through both email and phone, but was unable to reach anyone. Eventually, I received a voicemail from a representative indicating that they would be following up via email. When I returned home, I found I could access my account again, leading me to believe the issue had been resolved. However, the follow-up email contained a request to click a button that I did not see. Now, I am facing additional charges. Please note that I do not use Bill.com independently; my client utilizes their paid service to pay invoices. Currently, I do not have access to my funds because my account has been locked again. The resolution seems straightforward: they simply need to switch my account to a free plan, which they do offer. When I requested to speak with a supervisor, I received an AI-generated email that did not address my concerns.

  Business Response

  Date: 10/11/2024

  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,
  
  ********************** Office of Executive Escalations

• Initial Complaint

  Date:10/08/2024

  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 iOS app for Bill.com has a feature called "instant transfer", it's on the homepage right under recent payment information. Clicking the button ONCE initiates an instant transfer and charges a 1% transaction fee WITHOUT a confirmation or notice to show how much Bill.com will charge. Beyond that there is no way to un-do the action.The business practices at Bill.com are misleading and this practice should be outlawed.I reached out to Bill.com to report this and they just told me that they'll let their product team know and that was pretty much it.

  Business Response

  Date: 10/09/2024

  Hi Kameron.
  
  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,
  
  BILL Office of Executive Escalations

• Initial Complaint

  Date:10/08/2024

  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.

  BILL.COM is attempting to steal $750 from me. I used their platform as a invoice software to send to my client. The client paid and Bill asked me for several documents and I sent every document requested. Bill then decides to block my account so I cannot sign in and their customer service platform is terrible, They use text and calling but that's only within the platform. So they make it impossible to actually speak to someone. I've done researched and it looks like I'm not the only person that they have tried to do this to, I just want what's owed to me before I get my attorney involved. I will seek legal action.

  Business Response

  Date: 10/21/2024

  Hi *****,
  I tried my best to get in touch with you, but sadly, I was unable to establish a connection via ticket 0465033. Please check your email inbox for correspondence

• Initial Complaint

  Date:10/08/2024

  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.

  THIS HAS NOT BEEN RESOLVED!!!!!Bill.com is denying me access to my account. Their claim is that I did not cancel a paid account. Because I have canceled with them multiple times, I was unaware that I have a paid account. I signed up for a free trial, and they have been attempting to charge me ever since. I've spoken with and chatted with (because chat is their primary form of customer service) representatives, who have assured me that my account would no longer be billed. I have a reasonable expectation that my account was canceled after my discussions with representatives from the company. There seems to be a lack of training because each time I interact with representatives, I have to explain the history. They have confused my two accounts, and the whole thing is a mess. I'm so frustrated with this. Bill.com has terrible customer service. There's no one to speak to on the phone. The chat sends you customers to FAQ documentation. It is not helpful when businesses need to have billing issues dealt with immediately. I've spent countless hours chatting with representatives who are probably just AI. I don't want to do business with this company, but they hold an archive of the invoices I've sent out for my business. I just need access to retrieve those invoices. Case ID numbers:04365465 ******** ********

  Business Response

  Date: 10/21/2024

  Dear ********
  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. Our primary goal is to ensure that any challenges you've faced are resolved promptly and effectively.
  
  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:10/04/2024

  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.

  Ive signed up with BILL to receive a payment from a company for a job hire. When I signed up they told me I click an option that said "Get Paid with Credit Cards" which resulted in my payment being transformed to a virtual card which I didn't agree with. I tried to take the money off the virtual card and kept getting denied. So when I called, they put me on hold for a long time and came back and said another team will reach out to you. (This was Monday). On Thursday I followed up on the website and someone reached out on Friday. On Friday they told me another team will reach out in ***** hours and they don't work on weekends and they won't call me cause they don't have a phone. So now I have a payment sitting there and the company isn't helping or taking this matter serious. They keep pushing me off to another team in the company and delaying my payment sent to me.

  Business Response

  Date: 10/08/2024

  Hi Rashaad,
  
  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,
  
  BILL Office of Executive Escalations

• Initial Complaint

  Date:09/27/2024

  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.

  I have reached out to this company and they have not responded to me at all. I earned 2 $200 prizes from referring to their company yet I have only received 1 of them and no response on when I will get the next one.

  Business Response

  Date: 09/27/2024

  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,
  

  ********************** Office of Executive Escalations

  
  

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22344701
  
  I am rejecting this response because I still have not received my second $200 card. I was told some random excuse stating my account was a risk and that makes no sense. I did nothing to become one. Seems to me that excuses are being made because they do not want to pay me. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/28/2025

  Thank you for reaching out to us. We appreciate the opportunity to address your concerns.
  
  We understand that this situation may be disappointing, and we sincerely apologize for any frustration it has caused. As mentioned in our prior email, your account was closed following a review by our underwriting team. These reviews are conducted to ensure compliance and to uphold the safety and integrity of our platform and customers.
  
  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. Because your account was closed within the 30-day requirement, it does not qualify for an additional gift card. However, you are welcome to keep and use the original gift card you received. Unfortunately, we are unable to issue another due to the account not meeting the standard qualifications.
  
  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.