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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:02/13/2024

    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.
    One of the companies that I work for requires us to use expensify for our expenses. Not a problem for me. I went to their website, downloaded the app and have been dealing with them all day trying to verify my identity. I have sent them a driver's license. I have uploaded a real-time video with my face and me dictating special words that they wanted to hear and they have seen a side profile of my face. They also asked for multiple bank statements and a telephone or utility bill. I have sent them all of those things and they still cannot verify my identity. I am feeling very mistrustful of this company now that I've sent all this information

  • Initial Complaint

    Date:11/03/2023

    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.
    My company has been utilizing Expensify, but the system features that we used stopped working in May 2023. I reached out to their concierge team members and my assigned admin however they neglected to assist me for months. In July 2023, I was assigned a new admin who did not work adequately to resolve my matter and the system is still down as of November 2023. When I reach out for support, they say I am locked in a contract despite the service being down. When I ask for a different admin, as the one currently assigned has not been honest nor consistent in responding, I am told they cannot reassign and that I must work with this individual. I cant reach anyone to cancel the membership or refund me for the months of down service. There is no place to call or escalate support past a simple chat box feature on the website.

  • Initial Complaint

    Date:08/10/2023

    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.
    Expensify claims to provide a service that they don't. For 11 months, I was able to connect my bank accounts--which seems like a pretty standard thing to be able to do for an expense platform--to Expensify. All of a sudden, Expensify claimed that it's never been possible to connect bank accounts, only credit cards. I sent dozens of screenshots, and I could send literally hundreds of transactions on reports proving otherwise. Their customer service is terrible--no phone number at all. The chat sessions go on for hours and hours and hours with no resolution.

  • Initial Complaint

    Date:08/01/2023

    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 canceled the subscription over one year ago and they are still charging me the monthly fee. I changed my credit card number and filed a complaint with the bank, but they are still charging me. I have contacted their customer service department 4 times and each time they agree to cancel, but they keep charging me.

  • Initial Complaint

    Date:07/25/2023

    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 had a subscription with Expensify. My subscription was a yearly subscription ending July 1st 2023. I asked in April 2023 if I could close my account and cancel my subscription. I was told the subscription would end on July 1st and my subscription would be ended (chat log attached). After July 1st I went on Expensify.com and they told me my account was not closed. I explained to them that I asked for it to be closed and they told me it would be closed on July 1st. They told me there was a check box option to auto renew. This is devious. I explained to them that I was told my account would be closed. There was no mention of anything I needed to do to close the account. I have asked many times over the last week to close my account but they still charged me $40. To resolve this complaint they need to refund my $40 and fully close my account.

  • Initial Complaint

    Date:06/26/2023

    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 to use Expensify in November of 2022. I have found the product not very useful for my business and asked to cancel the service. I have only used the service one time since November of 2022 but pay for two users/month on the platform. I never signed an agreement with the company and am simply asking them to stop charging me.

  • Initial Complaint

    Date:06/23/2023

    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 sign myself as ********************** in Expensify to allow me to submit my work expense report and repayment. The Expensify setup doesn't work, and I failed to link my account to that of my employers successfully. I have constantly asked Expensify why it fails, and they can only reply that I'm outside my company policy, but HR has ensured that I am included. I asked Expensify to remove my account, and they have yet to do so.

  • Initial Complaint

    Date:06/12/2023

    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.
    Expensify is a SCAM. We entered this company thinking it would help solve receipts. Its just a money grab. They provide a tool that does not work as advertised. Yet we were stuck in a 1 year contact, if we wanted support CHAT ONLY. If you log in it is considered activity per the Terms of agreement. SO to cancel you must login and you will be charged $36 per user to cancel a policy on day one. This is a bait and charge process. We need Laws to protect the consumers rights on applications and the data we have requested to be deleted or canceled. I have now spent 7 Days on chat (no phone number) requesting an itemized list of activity to prove the billing of $72 for 2 active users that are me. I have requested this itemized list to substantiate the right to bill. They have yet to provide this information. As a warning don't sign up for this service, you will never be released... I am formally requesting that I be returned / refunded for $72.00

  • Initial Complaint

    Date:05/04/2023

    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.
    At the beginning of 2023 they launched a new customer service chat. When I signed up, the person on the other end of the chat actually cared about what issues I was having and would actually call me. Now, the other side of the chat doesnt care about the issues, very non empathetic, they cant call me, and they wont transfer me to a supervisor. Subscribed in October 2023 $10/mo, jumped up to $30/mo april 1 Subscription says $10/user for annual agreement or $20/user for pay-per-use Wont cancel me because Im on the annual agreement but Im getting charged for pay-per-use Never agreed to pay $20 more per month to have an additional log-in Only reason I subscribed to their service is Expensify committed to providing a debit card that would consolidate my purchases and help keep track of expenses However, I never received the card. I reached out to them asking when Id be receiving the card in December 2022, Jan 2023, and March 2023 but no answer The Expensify Team published an article and updated it on April 21, 2023 stating the Expensify card ??No additional fees and no interest: Thats right, the Expensify Card comes completely free with your Expensify account, with no fees, no interest, and no commitment.

  • Initial Complaint

    Date:04/24/2023

    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 participated in an online product feedback session with Expensify on 4/6/2023. I was offered $250 payment for my time. I was never compensated after the session occurred

Expensify is NOT a BBB Accredited Business.

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