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:10/30/2023

  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.

  I received a payment from a client and when I logged in to view this payment I was taken to a screen that told me I owe $59 for my "free" account. Taken from my account page: Your Current Plan "Basic Receivables Plan" Base price (/month)$0.00 I cannot move off this page except to enter my credit card and pay $59 which I refuse to do as I have a free account to accept client payments only. I do not use bill.com to pay bills. I tried to reach customer support and can only get someone through chat who is not able to help me and is not able to provide me with a phone number to reach someone directly. The chat rep only could take my phone number for a call back which I am not comfortable providing.My account is essentially frozen and yet we have a customer who regularly pays us via ******************. I need to make a change to where that money is deposited and I'm not able to get into my "free" account to do so.

  Business Response

  Date: 10/30/2023

  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,

   *******

  Customer Answer

  Date: 11/06/2023

   
  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:10/17/2023

  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.

  We signed up for a Bill.com account and loved it until they pushed us into using their system to process payments to our vendors. Upon the first transaction to send funds the account was frozen and we were locked out. We quickly changed our password and were able to log back in to the account and cancel all payments from being processed or so we thought. A week later we have $1,775.00 debited from our account and not paid out to the vendor. Fast forward several weeks later we are still unable to get a resolution or explanation from Bill.com. Since they only use secure messages that means you have to log in to receive the messages and guess what if your account is locked you cant log in to review messages. We requested calls and when they call nobody on the other line talks. If you miss the call they are able to speak and guess what they send you back to look at secure messages We have had vendors very irritated and upset because bill.com started soliciting them without their concert. Since disclosing our issue with Bill.com too our vendors they have attempted to contact bill.com to hav their bank account information removed but Bill.com will not help them since they arent bill.com customers.

  Business Response

  Date: 10/28/2023

  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 our 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,
  *******

• Initial Complaint

  Date:10/17/2023

  Type:Product 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.

  We (SME, **** ***) signed a contract for online bill payment services on 10/31/2022, for a 15-mo term thru 02/06/24, prepaid in full for $12,639. Their system was to provide online bill ********************* incl integration with our accounting software. On 06/02/23, the data-sync with our system began taking 1-1.5 hrs to complete (prev **** mins). I created Online Case ******** thru their online ticket system. On 06/15, ******* a supervisor, reached out by phone after complaints about a lack of communication. We discussed cancellation with a refund if they could not restore services. ****** remained in communication for a few days. However, messages for updates on 06/23, 06/27, & 07/06, were never returned by her. Emails to our **** ***** were never returned. On 06/16, **** acknowledged a bug in their system. On 07/14 we received a written response that a 'fix' was employed, also confirming their leadership team is offering a credit with the option to cancel if we wanted. I responded that we would test the fix before deciding. The fix did reduce sync times to approx 15+ mins, however, testing identified a new problem of missing *********** errors. We reported this problem on 08/08. The problem continued and we made the request to cancel our service on 08/29. On 09/18 we received forms to request cancellation & a refund in the amount of $5,387.78, which were acknowledged on 09/20/23. On 10/03 I asked for an update since there was no communication. **** responded that someone should reach out that day. As of 10/12, we have received no further communication. Our decision to cancel was due to their poor service and the failure of their product and resolution. We were forced to bypass their system to make manual entries in our system for approx 25-30% of our transactions. We are requesting a response to address a refund for the unused term of our agreement and partial functionality since June, as well as the closure of our account.

  Business Response

  Date: 10/28/2023

  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 our 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

  Customer Answer

  Date: 11/06/2023

   
  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:10/06/2023

  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.

  Ongoing since early 2023. But I had promise of resolution to the money Bill.com erroneously took out of payments they were depositing from my customer *****************************************************. September 21 2023- I spoke with a Bill.com "leadership team" director named *******. She had reached out to me because I left a bad review on BBB. She reviewed my complaints and agreed Bill.com needed to refund me ****** for fees deducted in error. I received email confirmation that the ****** would be paid within 5-7 business days. That did not happen. On October 2 I spoke to another Bill.com leader named *******. He told me I would receive confirmation of deposit by the next day NLT 12:30 p.m. PDT. That did not happen, but I received email confirmation on that day that the ****** would be deposited to my account within 2-3 "banking days". That did not happen. No deposit and no reply from repeated emails to Bill.com other than automated replies. I want the ****** deposited immediately in the bank account **********************. has on on file as agreed upon.

  Business Response

  Date: 10/28/2023

  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 our 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

• Initial Complaint

  Date:09/19/2023

  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's customer support is simply unable to answer simple transactional questions. I sent money to them to pay a vendor and they can't confirm where the money is and why it hasnt been transferred to the vendor. This seems the core of their business to transact money; so it's distrubing they can't answer basic questions about a transaction in their system in a timely manner. I have called every day for the week to resolve and have been told repeatedly that I'd get a call back from a "Lead" or a Manager. Also told their "payment team" would email with an answer. Neither of those have happened.

  Business Response

  Date: 09/25/2023

  Hi ****,
  
  My name is ****** and I manage the Customer Escalations team here at BILL. We have received your BBB complaint and we are actively investigating this as we speak. Our team will be in touch via support case 03102365, at the email address that you have provided.
  
  We thank you for the opportunity to help make this right, and we'll be in touch shortly.
  
  Warm regards,

  ******

• Initial Complaint

  Date:09/19/2023

  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 created a BILL account to receive a payment from a particular vendor. The payment went through thankfully. A few days later, **** notified me that they're canceling my account, and when I asked them why, they repeatedly stated that "based on Section 7 of our terms of service, we don't have to tell you why."I logged into bill only twice, and for now reason, they shut down my account

  Business Response

  Date: 09/25/2023

  Hi ********,
  
  My name is ****** and I manage the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching our shortly to address your concerns. We have created a support case (03102529) 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,
  ******

• Initial Complaint

  Date:09/19/2023

  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.

  This business spammed me. I received an unsolicited email from them. When I found the way to unsubscribe (remember, I never subscribed) I had to type out my email address instead of just (like most reputable businesses) clicking on "unsubscribe" (which wasn't highlighted, and highlighting is a best practice).Don't patronize businesses that send you unsolicited emails soliciting your patronage (i.e. spamming).

  Business Response

  Date: 09/25/2023

  Hi *****,
  
  My name is ****** and I manage the Customer Escalations team here at BILL. I have received a copy of your BBB complaint and we're actively working to remove you from any/all email distribution lists.
  
  Once we've completed this, we'll follow up via email through the support case that I created to track this complaint, which is case 3102553.
  
  Many thanks, we'll be in touch shortly.
  ******

• Initial Complaint

  Date:09/07/2023

  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 Friday, September 1, right before Labor Day weekend, our Bill.com account was shut down with no warning and no reason given. We had an invoice out to a customer who then tried to pay us on Friday, but the payment wouldn't work because our account was shut down. We were never given notice or a reason why our account was shut down. I still do not know why. This has caused us a significant amount of damage as it has caused us to lose credibility in the eyes of the customer who had multiple other invoices on the way from us after this one was done. We still have not received their payment and now the entire deal is on the ropes. I have been unable to get anyone at Bill.com to respond. Our **** ******************************** will not respond. I had a call scheduled this morning (9/5) at 9am Pacific time, he did not show up. He did not cancel, he just didn't show up. So I wasted more time with still no notice and no resolution. The damage continues to pile up, and Bill.com continues to provide no answers and no solutions.

  Business Response

  Date: 09/07/2023

  Good morning ***, 

  Please accept our sincerest apologies for these issues; we recognize the inconvenience and frustration these issues bring especially over a long weekend. My name is ***** and I'm with ****'s ****** of Escalations; we're a specialized team who receives copies of issues and concerns so we can better provide excellent service and research the cause of the issues that caused an escalation. We are here to help! A member of our team will be reaching out to you directly to ensure all your concerns have been resolved and we will be happy to discuss any further issues at that time, and we will be reaching out to your rep to identify the root cause of the lapse in communication. Please respond directly to that email with any further questions or concerns. 
  
  Thank you, 
  
  -Malia 
  ****** of Escalations 

• Initial Complaint

  Date:08/18/2023

  Type:Product 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.

  I have a bill.com account to receive funds from the business *************** for. Up until recently once paid I was able to initiate an ACH transfer to my main business account. ********************** recently made a change to their UI and took away that ability which essentially holds my money hostage. I contacted them regarding this, and I was told via customer support this feature was slowly being replaced with a new design. When I asked how I could have access to my money to move it I was not given an answer. This is totally unacceptable if not illegal.

  Business Response

  Date: 08/21/2023

  Hi ****,

  Please accept our sincerest apologies for your frustrations with our system. My name is ***** and I'm with ****'s ****** of Escalations; we're a specialized team who receives copies of issues and concerns so we can better provide excellent service and research the cause of the issues that caused an escalation. We are here to help! A member of our team will be reaching out to you directly to ensure all your concerns have been resolved and we will be happy to discuss any further issues at that time, including finding the best way to get your funds to you. Please respond directly to that email with any further questions or concerns. 

  
  
  Thank you, 
  
  
  -Malia 
  ****** of Escalations 

  Customer Answer

  Date: 09/05/2023

   
  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:08/18/2023

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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.

  Someone created a bill.com account using my email without my knowledge. I have made numerous attempts to contact this company and have gotten zero response. The automated response system has been useless. I tried to get a live person on the phone but have zero response. I sent an email to the ceo zero response. I am not a user of ****************** but I am having many problems as they are taking no responsibility or have zero concern for a major security breach on their system.