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:05/14/2024

  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.

  Today, after verifying my identity, Bill.com canceled my account without notice. Last week I set up an account to receive payment from a client that uses them for payment processing. Despite my putting all my information in, making to not that it was for a personal account and ensuring that my name was written in correctly. Bill.com canceled my account. After responding to appeal the decision, and provide any necessary documentation, they responded without providing me with any idea of what documentation they needed to re-open my account. This wouldn't be a problem if Bill.com wasn't the only payment processor my client used to move payments. They also do not have a way for their clients to send vendors payments without those vendors having accounts with **********************. As such, I'm making this complaint as they need to provide better verification processes and appeals processes for small businesses.

  Business Response

  Date: 05/14/2024

  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:04/25/2024

  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 signed up with bill original to receive payment from a business. I later decided to use their services for my own business but didn't know that I needed to link my business banking account to the personal account I had set. When I decided to sign-up for their credit card payment options they asked for the bank statements associated with the account. When I explained that the bank statements tied to my account aren't my business and I need to add those instead, they denied my request and deactivated my account altogether. When I reached out to understand what happened they demanded that I send them 3 months of my personal bank statements and I refused. I had an outstanding invoice that had been paid by my client but had not yet been paid to me. The amount of the invoice was $325 and I contacted Bill to inquiry about where that payment had been sent. ***************************, Account Executive for ******************** and my point of contact, stated that the payment had already been sent to my bank account on file, however I never received the payment and it was never sent back to the client. I have contacted Bill 3 times with no response since. Attached is an email I received from Bill prior to them deactivating my account verifying that they have received the payment from my client.

  Business Response

  Date: 04/26/2024

  Hi ******,
  
  My name is ******, and I am a member of the Customer Escalations team here at **********************.
  
  We recently received your BBB review, and I wanted to reach out to assure you that we take your concerns seriously and are committed to resolving them. 
  
  To ensure that we address your concerns effectively, we have created a support case ********. Our team will be connecting with you directly at the email address you provided.
  
  Thank you for giving us the opportunity to make things right. We appreciate your patience and understanding.
  
  Warm regards,
  
  ******
  BILL Customer Escalations Team
  
  

• Initial Complaint

  Date:03/27/2024

  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.

  They stole $5900 out of my account. I never even applied for their service, as I have a hard rule that I do not use credit anymore.

  Business Response

  Date: 04/08/2024

  Hi *****,
  I hope this email finds you well. I'm writing to acknowledge that we have received your BBB complaint. Thank you for bringing this matter to our attention.
  We take all complaints seriously, and as such, we will be forwarding your complaint to our legal team. They will further investigate and assist in the resolution process.
  Please be assured that we are committed to addressing your concerns promptly and finding a satisfactory resolution.
  If you have any additional information or questions in the meantime, please don't hesitate to reach out.
  

  Thank you for your patience and cooperation.
  

  Best regards,
  ******
  BILL ****** of ********* Escalations

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21475731
  
  I am rejecting this response because:
  This is the same canned phrase they have provided over and over. I want my money returned which you fraudulently took from my account. I also am not responsible for the fraudseters charging of $11,700 more in my name because your company is not responsible to verify my identity and allowed someone to open an account with information they stole from me. I have retained counsel and contacted the ***  I have contacted law enforcement  this company is appalling  

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

  Business Response

  Date: 04/11/2024

  Subject: Legal Counsel Engagement and Correspondence Update
  
  Hi *****,
  
  Thank you for your response.
  
  I want to inform you that at this time, you have retained legal counsel who has been engaged with the team here at BILL. As a result, all correspondence will now be provided by ************** via email or through your legal counsel.
  
  If you have any questions or need further assistance, please do not hesitate to reach out to our legal team via email. We are here to support you through this process.
  
  Best regards,
  
  BILL ****** of ********* Escalations

  Customer Answer

  Date: 04/14/2024

   
  Complaint: 21475731
  
  I am rejecting this response because: ************ is no longer my legal counsel. She is not experienced in this type of law (fraud). Therefore, you will need to make all contact directly with me and not through ************** Additionally, I have tried to correspond with you through your website, as instructed, but you still have the perpetrators number on file so he is receiving the two factor ID code. I have requested several times that you change the number on file (by the way it is a ****** phone- a burner number per the detective). 
  

  I dint have any business with bil.com. I never applied for anything with you. This is fraud. A reputable company would protect the consumer and themselves from a lawsuit. All I want is my money back and for you to leave me alone. 
  This is extortion. 
  

   

  bill.com is not reputable. 
  

   

  You have really done a terrible job on this and its insane that you are losing what could actually be a fantastic customer over fraudulently charging me. I have never had any business with bill.com and you ALL know this. 
  submit to me the identification (must be ************* stamped) the fraudster used as well as any voice ID. 
  

  you are the fraudster. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/22/2024

  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.

  My business received an invoice from a vendor via bill.com. Created an account (as that's the only way it would allow me to pay an invoice) and paid $40,000 through bill.com and now bill.com will not release my payments to my vendor. Wanting verification documents that are absurd. I've uploaded all the required documentation but now can't get anyone to respond or verify my information.

  Business Response

  Date: 03/26/2024

  We acknowledge the complaint filed by ***********************************] regarding the closure her account and the refund of all payments.
  
  Upon thorough review conducted by our Risk Operations team, *********'s account was closed in accordance with our company's policies and procedures. We can confirm that all payments have been refunded.
  
  We appreciate the opportunity to address this matter and assure you that we are committed to upholding the highest standards of service and integrity.
  
  Should you require any further information or assistance, please don't hesitate to contact us directly.
  
  Thank you for your attention to this issue.
  
  Sincerely,
  
  BILL ****** of ********* Escalations
  
  

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21459180
  
  I am rejecting this response because:

  This complaint needs to stay on file as bill.com had no intentions of sending the large sum of money that received from me to my vendor.  Nor refunding it immediately.  Yes, I ultimately received a full refund from bill.com, but not for weeks and having to contact bill.com 17 times in one day for someone to agree to refund.  This includes being screamed out by a "manager" or "supervisor" because "bill.com does not have to explain why they won't approve my account", but yet, they were still holding over forty thousand dollars of my money.  

  Other companies need to be aware of bill.com's business practices.  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/09/2024

  Hi *********,
  
  I hope this message finds you well. I wanted to follow up on our recent conversation regarding your experience with BILL.
  I'm writing to confirm that all payments associated with your account have been successfully refunded. I apologize for any inconvenience or dissatisfaction you may have experienced during your interactions with BILL.
  Your feedback is valuable to us, and we take your concerns seriously. If there are any specific issues or areas where we can improve our services, please don't hesitate to share them with us. We are committed to addressing any concerns you may have and ensuring a positive experience moving forward.
  Thank you for your understanding, and please feel free to reach out if you have any further questions or need assistance.

  
  Best regards,
  
  ******

• Initial Complaint

  Date:03/22/2024

  Type:Order 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.

  Company keeps making excuses as to why payment is delayed. Each employee at the call center creates a different excuse, none of them talk to each other or know what is going on. It's been two weeks and the issue is still not resolved. The company seems fraudulent.

  Business Response

  Date: 04/02/2024

  Hi ******,
  
  Thank you for reaching out to us with your concerns. We acknowledge receipt of your complaint submitted to the Better Business Bureau, and we take your feedback seriously.
  
  Please be assured that we are actively investigating the matter to address your concerns appropriately. Our team is committed to resolving this issue in a timely and satisfactory manner.
  
  Should you have any further questions or require additional assistance, please do not reply to the email that we just sent to *********************.
  
  Thank you for your patience and understanding.
  ******

  Customer Answer

  Date: 04/03/2024

   
  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:03/20/2024

  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 is holding my personal business financial information captive. I am administrator on my business accounts and they have refused to disconnect from my prior accountants platform with the prior accountants approval. The prior accountants are not cooperating solely because they are upset I am leaving. Bill.com has no legal right to not disconnect me as it is my personal financial information and they are making things very difficult for me.

  Business Response

  Date: 04/01/2024

  
  
  Hi *******,
  
  Thank you for reaching out to us with your concerns. We acknowledge receipt of your complaint submitted to the Better Business Bureau, and we take your feedback seriously.
  
  Please be assured that we are actively investigating the matter to address your concerns appropriately. Our team is committed to resolving this issue in a timely and satisfactory manner.
  
  Should you have any further questions or require additional assistance, please do not reply to the email that we just sent to *********************.
  
  Thank you for your patience and understanding.
  ******

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21425748
  
  I am rejecting this response because:

  There was no information regarding my complaint.  I have received no follow-up to my complaint  

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

  Business Response

  Date: 07/09/2024

  Hi *******, 

  Regrettably, The accounting firm denied the request for  the account to be unlinked without their explicit permission. As a third party, BILL does not have the authority to perform such actions independently. You will need to work with your previous accountant to sort this matter out. 

  **************** 

• Initial Complaint

  Date:03/20/2024

  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.

  Bill.com turned off my account for no reason. I was using their services and never had an issue and I never reached out to them. After several months they delete my account and refuse to call me. I filled a complaint and they called and I could not hear the person on the other end. Instead of trying to call me back they decided to send me an email. In the email they said they tried calling and claimed they can hear me, but I could not hear them. The email asked what is a good time to call me back and I responded within a few minutes. And the routine happened again. They called - I tried talking - nobody responded - nobody called back - they sent another email. This happened four times and then they stopped calling me. I feel like Bill.com could hear me, but they didn't want to talk to me. Instead, they called and sent an email so they can make a claim that they tried reading out to me. Sounds like Bill.com needs to hire a person who is stronger and is not afraid to talk to a customer.

  Business Response

  Date: 04/01/2024

  Your response seems appropriate and professional. However, you have a typo in the sentence "Our team has attempted to reach you via email and phone several times within the past week. hould you have any further questions...". The word "hould" should be corrected to "Should".
  
  Here's the corrected response:
  
  ---
  
  Hi ******,
  
  Thank you for reaching out to us with your concerns. We acknowledge receipt of your complaint submitted to the Better Business Bureau, and we take your feedback seriously.
  
  Please be assured that we have actively investigated the matter to address your concerns appropriately. Our team is committed to resolving this issue in a timely and satisfactory manner. Our team has attempted to reach you via email and phone several times within the past week. Should you have any further questions or require additional assistance, please respond to the email sent to you at **********************.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  ******

  BILL ****** of ********* Escalations

• Initial Complaint

  Date:03/06/2024

  Type:Sales and Advertising 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 has been advertising a $25 eCard as a reward for signing up for their instant transfer service. I and several of my coworkers with Air Tutors have signed up, but bill.com never followed up with the promised gift card. I want them to either discontinue the offer or actually honor it, because otherwise it's false advertising.

  Business Response

  Date: 03/13/2024

  Hi *****,
  
  Thank you for reaching out to us with your concerns. We acknowledge receipt of your complaint submitted to the Better Business Bureau, and we take your feedback seriously.
  
  Please be assured that we are actively investigating the matter to address your concerns appropriately. Our team is committed to resolving this issue in a timely and satisfactory manner.
  
  Should you have any further questions or require additional assistance, please do not reply to the email that we just sent to *********************.
  
  Thank you for your patience and understanding.
  ******

  Customer Answer

  Date: 03/20/2024

   
  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:02/22/2024

  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 signed up with this company and they closed my account without notice. I am now unable to link my bank account from my account with them. I want my bank account deleted from my account with this company and then I want my account with this company completely deleted.

  Business Response

  Date: 03/13/2024

  Hi ****,
  
  Thank you for reaching out to us with your concerns. We acknowledge receipt of your complaint submitted to the Better Business Bureau, and we take your feedback seriously.
  
  Please be assured that we are actively investigating the matter to address your concerns appropriately. Our team is committed to resolving this issue in a timely and satisfactory manner.
  
  Should you have any further questions or require additional assistance, please do not hesitate to reply to the email that we just sent to ***********************.
  
  Thank you for your patience and understanding.
  ******

• Initial Complaint

  Date:02/12/2024

  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've been a BILL.com consumer for years without issue, but just recently have been put in the position to make use of the invoice financing option. After financing 2 invoices totaling $30,000 without issue, every invoice since has not been "eligible". What I have ascertained from talking to several *************** and 2 "escalation" team members is they have an algorithm they use but actually cannot tell you what's wrong with any given invoice that's not eligible. I have customers that pay late and need to rely on this feature - If I cannot, the reasonable expectation is that you tell me exactly what's wrong with an invoice, and why BILL.com cannot deliver on this much touted functionality.

  Business Response

  Date: 02/13/2024

  Hi *****,
  
  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  Jazmien