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Business Profile

Project Management Software

Expensify

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Project Management Software.

Complaints

Customer Complaints Summary

  • 46 total complaints in the last 3 years.
  • 18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 January of this year, we started doing research for software that would help us streamline the receipt tracking for our company. After both myself and our Development Specialist for the company looked into this company, we both were under the impression that their software would match the needs of our company. We officially signed up in February of this year and met with a Set Up Specialist who also confirmed that this software would meet the needs of our company and the process for receipt tracking. Since meeting with the set-up specialist, the software has not worked like they said it would and has caused duplicate transactions in QuickBooks and has not attached the receipts to our transactions as we needed it to do. This is what we were promised during our set-up call. I have reached out numerous times recently trying to call customer support as they promise(d) on their website and have been "promised" through Email that someone would reach out to us. We have yet to receive any customer support other than through Email. I asked to meet with someone to resolve our issue so we could find out if the software worked for our needs and we were told that we had to go through their "concierge." The "concierge" through Email continues to give me advice to correct our issue, but it hasn't worked. I told them last week that they had until Friday by close of business to respond and I was told that someone would be in touch but no one has been in touch. I have receipts and screenshots of all the activity and begging for customer support. I have asked them to cancel our services, and they have told us that it is not within our trial period, and even though their product doesn't work as they promise, they won't cancel the remaining months until March 2025.

  • Initial Complaint

    Date:10/07/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am the only admin on the Expensify account with the login ********************** Expensify changed my account without my authorization to 3-way authentication, effectively locking me out of my account. When I reached out to help bot and our manager, they refused to give me my access back. I did not request this change, but Expensify did it and won't let me back into the account. Being the only Admin, we now can't use Expensify. We cannot approve any transactions, we cannot sync with our ERP, we cannot pay our out of pocket for our employee. You have effectively shut down our expense reporting process and financial reporting which poses grave risk to the business. This is a breach of contract to kick me out of the system as the only admin. The system is absolutely worthless now that we don't have an admin to approve and sync. Very unacceptable!

  • Initial Complaint

    Date:08/23/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Randomly signed up for account without consent.

  • Initial Complaint

    Date:08/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 attempted to cancel my subscription and thought it was all taken care of. But Expensify has a sneaky way of not cancelling but doing what they call downgrading. And they continued to charge me, and it was double what I was paying before. Once they downgrade, they expect the customer to know they were only downgraded and take further steps to cancel. I just wanted to cancel and I want to get refunded. They refuse to refund anything. They feel they did the right thing by just downgrading me when I requested to cancel. That seems quite dishonest to me.

  • Initial Complaint

    Date:08/17/2024

    Type:Order Issues
    Status:
    Unanswered
    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 for Expensify, which has been nearly 6 months. Their team has been unsuccessful in fully setting up my account. I have now tried to cancel the account, and they are forcing me to stay for the full 12 months even though the account has never been successfully set up,

  • Initial Complaint

    Date:08/07/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 kept getting emails from Expensify. I had sent a message to unsubscribe at least 3x. I finally got a response and was told I had to log into my account to stop emails. I hadn't used that account in over 3 years and asked them to opt me out and delete all personal information they had on me. They responded with they couldn't. But according to their privacy policy, they can, and according to numerous laws, they have to try at least or give a reason why they won't, besides "they can't". I asked for the contact for their DPO, CPO, or GC to escalate my request to the appropriate department, who knows what I am asking. They responded no. It's super rude and illegal. Users are allowed to request that all PI the company holds be deleted unless they have a specific reason not to. All I want is for them to stop sending me emails and delete all of the information. Happy to report them to OR and CA for not complying with local privacy laws.

  • Initial Complaint

    Date:06/11/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Expensify offers to simplify tracking expenses for businesses. Our business found the service overpriced and onerous to work with. For this reason, we have tried to close our account, but ********************** has seemingly done everything they can to prevent us from being able to close the account, obfuscating the process impossibly for the consumer. Expensify does not offer an option to speak with a "concierge", forcing customers to use their Chat option. "Concierges" do not read previous Chats, so that the customer is forced to begin again each time there is a change in which concierge is attending you, which is every few minutes. Despite spending hours and hours on this, I still need to cancel my account. I am continuing to be charged.Resolution for me would be having my account closed immediately, with a refund of 6 months for the time and irritation I have experienced trying to deal with their abysmal customer service.

  • Initial Complaint

    Date:06/07/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 an email from Expensify which implied that I had an account with them. I NEVER have done business with this firm and, ************, will NEVER do business with them in the future. I resent the email regarding a non-existent account. This company apparently spams people in the hopes of scamming them out of money.

  • Initial Complaint

    Date:03/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 attempted to close the account for months, they do not have a customer service phone line and the "support" chat does not provide a direct solution. We have hundreds of messages back and forth of them providing the "next steps" days after interacting. Our business closed in December 2023 and this is the only account I can not close.

  • Initial Complaint

    Date:03/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Attempted to cancel at the end of our contract multiple times. Help desk and automated system didn't allow cancellation and they continue to charge my card. There are dozens of similar complaints - at some point an AG should take action. I want a refund of our last months charge of $156 and no more charges ever again.

Expensify is NOT a BBB Accredited Business.

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