Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/27/2024

  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.com has been owing me money for the past 4 months. At this point Im convinced that they are intentionally holding my money to collect interest or something. A vendor sent me money for services rendered thru this bill.com service. It charged me 1% instant fee which I never signed up for. On top of that the instant which was never instant took over a week before I received payment. All the **** realized the fee was taken in error. At that time they approved me to receive the fee back which was close to 10k because of the size of ****************** we are 4 months later and I still have not been paid. If you can avoid doing business w them pls do because theyre obviously having money ************* feels like a scam!!!!

  Business Response

  Date: 08/27/2024

  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

• Initial Complaint

  Date:08/27/2024

  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.

  We were contacted by Bill.com to provide AP/AR services to our business. They were already providing us a credit card. After an initial review, we realized we did not want to take on this service, just use the current credit card service. Our credit card is paid through ACH so Bill.com had our banking information. They offered us AP/AR on April 29 of this year and we quickly rejected it on May 2nd. They confirmed our rejection in May and we thought it was over. But then in ********** they started charging us for AP/AR. We immediately followed up with them to refund these charges and properly close our account but they refuse. First they said they had no existing charges billed to us, and now they claimed we did use their system, but we did not. Please help, we cannot afford to keep paying them $300/month when we are not using this service.

  Business Response

  Date: 08/27/2024

  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

• Initial Complaint

  Date:08/20/2024

  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.

  August 15th a business paid me via bill.com. This was the second payment attempted from them as the first payment bill.com would not send it. The invoice was sent out but bill.com once again would not process it electronically. The business that is paying me says that bill.com told them that they would issue me a paper check since there were problems with me receiving an electronic payment. My account has since been deactivated by bill.com, I have yet to receive a paper check and I have no way of communicating with anyone from the bill.com company as they are always very short with me and can't verify anything because my account is closed. I would just like to know, where is my money?

  Business Response

  Date: 08/20/2024

  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:07/23/2024

  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.

  In February 2024, representative ****** helped me with a client ******. She managed the issue and said we were now in same network, and I could receive instant transfers and payments from Spudsy without issue. Of course, that was a lie. 'You have the option of using Instant Transfer one time or turning it on for all future payments sent through BILL. HOWEVER, This is false. You must keep the instant transfer toggled to the on position AT ALL TIMES to receive instant transfers. Bill.com's website states eligibility is based on 'when your network-connected payer/customer pays you through **********************,' I confirmed with rep ****** that my customer was in my network, but I still didn't receive instant transfers as they should come in instantly and I am often told by Bill reps that a payment is NOT eligible despite it being eligible..Their website states instant transfer payments typically process IN MINUTES, but it could take up to AN HOUR for the money to arrive in your account. It doesn't say hours or days. If Bill.com promises INSTANT TRANSFERS happens in minutes, WHY ARE MY INSTANT TRANSFERS ARRIVING DAYS TO MANY HOURS PAST BUSINESS HOURS LATER? Bill constantly puts small businesses like mine in danger with their lies and deceptive practices. I demand they return the last two fees they took from me for instant transfers that weren't instant. NEVER use Bill.com They're dishonest, they wiil treat you badly and steal from you. Bill needs to update their website to accurately represent Bills TRUE instant transfers policy , which takes 12 hours to 2 days, and that Bill cannot promise your instant transfer will be instant, but will still steal an INSTANT TRANSFER fee from you..

  Business Response

  Date: 07/24/2024

  Hi Victoria
  
  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,
  

  Ebony

  
  

• Initial Complaint

  Date:07/15/2024

  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.

  Each month our Bill.com account receives an approval from our employer and the very next business day we receive this money in our account. We pay a 1% fee to have this ************************ on our account. This equates to a fee of ******. I have been given the run around by customer service as to why my payments were approved on one day and the next business day or same day the funds were in my bank account. However, for the payments that were sent in June and July we did not receive the service. For ***** the payment was approved on 5/24/2024 and funds were in my account on 5/30/2024 (when next business day would have been 5/28)/2024. The payment for July was approved on 6/27/2024 and was not available to me until 7/32024 (when it should have been 6/28/2024). **************** first stated the time line is correct, however, the time line recited to me was for standard ACH payments and not the Instant Transfer Program which I was charged for. When I spoke with a supervisor about this issue, the supervisor stated they (Bill.com) does not send payments until scheduled by my employer and not based on the approved date. So I decided to work with this supervisor and see what my approval date was, what my employers scheduled payment date and then when I was approved. On 12/26/2023 (day after a holiday) my funds were approved and paid to me on 12/27/2023 but was not scheduled by my employer until 12/28/2023. For a payment that was approved on 01/26/2024 and was available in my bank account on 1/26/2024 was not scheduled until 1/29/2024 by my employer. Therefore, the excuse that they do not send payments to my bank account until my employers schedule date does not hold true either. I would like Bill.com to make me whole by refunding my two months of Instant Transfer Fees that they charged me for services I never received. This is the total of ******

  Business Response

  Date: 07/15/2024

  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,

  **************** 

  
  

• Initial Complaint

  Date:07/02/2024

  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.

  Bill.com sent a payment to a **** of ************ account that is closed. I called to get support and was told that I need to speak to chat instead and ask them to call me. The chat representative took an hour to help me and refused to call me even though she asked me for my phone number and I gave it to her. I had to wait at least 10 minutes for each chat response. She was intentionally avoiding answering my questions and was giving me the runaround. She did not respect my time and wasted an hour of my time and for this reason, I will no longer be using this service once this issue is resolved. Furthermore, this is keeping us from starting this project that the client has hired us to do which is causing us loss of business.How can a payment be sent to a bank account that is closed? It appears that **** of America accepted the payment even though the **** account is closed which is very concerning. Please clarify did **** of America accept the payment? Thank you. I have attached evidence for your reference. Thank you.

  Business Response

  Date: 07/02/2024

  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,
  
  Ebony
  BILL ****** of ********* Escalations
  
  

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21932267
  
  I am rejecting this response because:  Thank you for your help Ebony.  The money has been returned to my bill.com account but I need help depositing the money into my new bank account. I added my bank account and when I click on deposit money a page comes up and it says "Withdraw money from balance" which is strange. I want to deposit the money into my bank account and not withdraw money from it.   I was not available earlier when you called. Please call me at your earliest convenience at ************.  Thank you.
  
  Sincerely,
  
  ****

  Business Response

  Date: 07/05/2024

  Hi ****, 

  The payment you were expecting has been officially voided and the funds have been returned to the originating account, as requested by the payer, ******************** **** Once a payment is voided, that action is final and irreversible. There is no way for us to undo the void and reinstate the original payment.
  
  At the time the void was processed, we did offer the option to reissue a new payment, but the customer, ******************** declined that offer. So unfortunately, the only recourse now is for you to reach back out directly to Upkeep Technologies and request that they provide a new payment.
  
   I know this is a disappointing and frustrating outcome, but the void has been completed and the funds have been returned to Upkeep's account. All further payment options must be discussed with your customer
  

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21932267
  
  I am rejecting this response because:

  On July 2, 2024: ****** from the executive office at Bill.com stated, "The payment has been completed on the customer's end and issued to the bank account on record in your BILL account. Since the funds have already cleared the customer's account, the customer cannot request a payment void. The funds will be returned to BILL, and we will reach out to you to notify and verify the account into which they should be deposited."

  On July 3, 2024, I was horrified when ****** from Bill.com stated, "Please accept my apologies for any missed information. I have contacted the Payments team to verify that your payment of $5,317.50 had been routed to the account ending in 8266. However, we have found that the customer who initiated the payment also contacted the Payments team and escalated the request to have the funds returned due to the bank account information being incorrect initially."  The fact that the bank account on file with ********************** was closed is a moot point as I added a new bank account on July 2, 2024. Furthermore, the customer send the payment directly to my ********************** account and not my bank account.  

  I was honest with the client and told him the funds had arrived and that I would be updating my bank account on file so I can transfer the money to my bank account.  Unfortunately, he deceived me and did a circle behind my back and used that as a reason to VOID a cleared payment. Bill.com violated my privacy by acknowledging to the customer that the bank account in my account was closed.  That is identity THEFT and not a valid reason to VOID a payment.

  Bill.com website clearly states "Don't let a small error in your bank account setup affect whether or not you receive payments from your customers and vendors. If you simply add a bank account to **********************, you can quickly start getting paid by ACH payments (similar to direct deposit)."

  Bill.com website also states "When you schedule a Payables payment, we'll show you the window of time you can cancel within, as it is a per payment basis. After an ePayment or check payment processes, you can only void the payment, and only if it hasn't cleared."
  

  Bill.com has no right to remove funds from my account that had cleared.  That is THEFT.  Bill.com acted in bad faith and helped the customer steel money from my account.  The option to place a VOID was not available to the customer because the funds had cleared so he escalated the case and asked Bill.com to do it manually. Bill.com violated the law, and banking regulations by VOIDing a payment that had cleared and removing the money from my account.  ********************** and the customer stole money from my account. 

  There are hundred of complaints online against Bill.com.   Please STOP Bill.com from stealing money from individuals and small businesses.

  Shame on Bill.com for stealing money from a small minority owned woman business owner.

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

  Business Response

  Date: 07/22/2024

  Dear ****,
  
  Your concern has been thoroughly reviewed by our escalations and legal teams. After a comprehensive examination of the available information, we have determined that BILL acted in full compliance with the terms of service. The customer has successfully received the funds back, and all transaction history that can be provided without a formal legal request has been furnished.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21932267
  
  I am rejecting this response because: 

  Bill.com stole my money from my account.  They had no right to return the funds to the customer.  The money has cleared and was available to me for withdrawal. The money belongs to me not to Bill.com or the Customer.   ********************** has violated the law and banking regulations by removing funds that belong to me from my account.  That is THEFT.

  They are bullying me and have abused the better business bureau process.

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

  Business Response

  Date: 07/30/2024

  Dear ****,
  
  Your concern has been thoroughly reviewed by our escalations and legal teams. After a comprehensive examination of the available information, we have determined that BILL acted in full compliance with the terms of service. The customer has successfully received the funds back, and all transaction history that can be provided without a formal legal request has been furnished.
  
  We understand that this may not be the outcome you were hoping for, but the matter has been resolved on BILL's end. If you require any additional documentation or information, we want to remind you of your right to submit a formal subpoena or legal request. This is the only way we can release further details, as we are bound by strict protocols to protect our customers' privacy and confidentiality. While we recognize your continued interest in this case, we believe the appropriate next step is for you to engage directly with the customer to discuss any further attempts to redeem the payment. Our team has done all that we can within the scope of our policies and procedures.
  
  At this point, I will be closing this case file. However, please feel free to respond with a formal subpoena or legal request if you require access to any additional records or information. We are committed to cooperating fully with any legitimate legal proceedings.
  
  Thank you for your understanding and patience throughout this process.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21932267
  
  I am rejecting this response because:

  Here are the facts:

  Bill.com mislead me and initially told me the money might not be returned by the bank which is why I asked them to return the money to the customer so they can issue me a new payment. 

  Later, I was told by Bill.com that since the bank account was closed the bank would return the money to my account and all I had to do was add a new bank account to withdraw the money.

  The bank returned the money and I added a new bank account which was verified successfully.  

  The money was set to be routed automatically to my new bank account but later was stopped.

  I made the mistake of informing the customer and ********************** that the money had been returned to my Bill.com account.

  The customer could not VOID the payment as it had cleared on his end and he did not have the option on his end.

  The customer acted in bad faith and asked ********************** to VOID the transaction manually which they are not allowed to as it is against the law and their terms and conditions.

  Bill.com acted in bad faith and took the money out of my account and gave it to the customer.

  ********************** stole my money.  The money had cleared, and it belongs to me not Bill.com or the customer.  ********************** had no right to take the money that was in my account.

  ********************** has been bullying me and refusing to return my money.

  Please ask Bill.com to return the money that they stole from my account immediately. Thank you.

• Initial Complaint

  Date:06/26/2024

  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.

  I started the process to sign up for a free trial of invoice2go, but never made the account or finished the process to make an account to start the trial. I have come to find out that since the account wasn't made but credit information was input for the trial, they started charging my account, and have been for 2 years despite no access to service or even an account made. I had a second account I was paying for that I was using actively. For 2 years I was being charged for an account I didn't make.

  Business Response

  Date: 06/26/2024

  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,
  

  Ebony S.

  
  

• Initial Complaint

  Date:05/30/2024

  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 have been using this service on behalf of my freelance employer for months. I had an issue where their website made it entirely too easy to delete my account when attempting to cancel a paid service instead. I had to jump through hoops for 30 hours to get my account reinstated sine it is the only way i can get paid from my employer. I have a service where the funds are transferred instantly. A service i have come to not only lean into but should have no disruption in. Well they decided to on my behalf create a new client and alter my account enough to where i can't get my funds immediately even though i have paid for their monthly service "to get paid faster"they are a scam and rippiing me off. Full well knowing that my cellphone and my power are set to be turned off which are both my life lines to my business

  Business Response

  Date: 05/30/2024

  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,

  ******

  
  

• Initial Complaint

  Date:05/17/2024

  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.

  this company is terrible. I used this company years ago and never used it again and never intended to use it . A company Sent me $500 when I tried to collect it I was unable to I went through the chat and didn't receive help I called and once again didn't receive help I explained the urgency of collecting the payment for a bill and groceries this company did not care I let them know that I had changed phone number they directed me back to the chat where the person left me without assistance which was why I called I then received emails correspondence I for the third time let a agent know the urgency of receiving the money I was told to send my ID after sending it 8 times I was denied access to the account because my ID expire I am out of work from a injury and no income I have no food in my house and the extention for my light bill expire I became so upset and used profanity which I should not have done I have not had food in two days no support and to have money that is so desperately needed held is ridiculous I could not accept the money and it said it would be send in a check I was homeless when I opened that account I don't remember the address a bank account is on file I no longer use . The company that sent the $500.00 provided my current banking information and address they can't even send the money to me because this company refuses to return the money like I ask I told the agent several times in the email to close the account I did not want it and to deactivate and erase my personal information due to the way they handled my private matter so now all I want is for the $500 to be returned to the company that paid me I will also file additional complaints with banking regulatory agencies if the money was put in the wrong account I will look at my options to rectify this issue all I want is the money returned to avibra

  Business Response

  Date: 05/17/2024

  Hi Colby,
  
  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:05/15/2024

  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.

  We have used bill.com to pay one single vendor for several years now. We are NOT a paying customer. Our vendor IS a PAYING customer of ******************. Recently and unexpectedly something changed with bill.com's website and we had to re-create our full account. A total of five entities were previously on account but when changes on their website occurred, we lost all added entities, leaving us with only one entity. We needed to add a second entity to our existing account in order to pay the same vendor. In the process of adding said entity to our already existing account, it enters us into a trial period WITHOUT notifying us and without getting any kind of confirmation of consumer agreement, WHAT-SO-EVER. After trial period was over, bill.com used the *** information entered onto the account to pay a vendor TO TAKE OUR MONEY for charges we NEVER agreed to. Nor were we ever even made aware of an amount owing or that a transaction would occur. The charges are not authorized, plain and simple.We were billed $45.98 on 4/5 and $45.49 on 4/16. We contacted bill.com on 4/17 (after receiving an email regarding 4/16 *** transaction) asking for a reversal of the $45.49 charge on 4/16. The refund was issued and received 4/19. We were unaware of the $45.98 charge on 4/5 until we received our bank statement in early May. We have tried numerous times to have the $45.98 charge on 4/5 refunded but to no avail. Calls, chats, emails have all had many of hours spent on each. These are the chat case numbers that have all been denied refund: 04085120, 04085338, 04082487, 04096371.The intention of this complain is to ensure consumers aren't tricked into trials and charged erroneously. Its unlawful!!!

  Business Response

  Date: 05/16/2024

  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

  ******