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:03/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 are a bookkeeping firm that serves churches all over ******. Unfortunately, we encouraged our clients to use Expensify. We have since started to use our app that does the same service as Expensify. We have attempted to cancel all the accounts for all our clients. However, they continue to bill them and I have spent hours and hours corresponding with them to get this resolved and I have taken every measure they have asked us to take to close the account so that they will no longer be billed but it does not work. They are deceptive and are now I believe fraudulently taking money without consent from all of our clients. This is impacting our relationship with our clients and impacting our practice.

• Initial Complaint

  Date:03/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Total paid: $1,659.60 Refund demand: $1,659.60 Expensify engages in false advertising to promote a shoddy product that has inflicted harm to our books. It takes countless hours to configure, has multiple irreconcilable glitches, and demands a catastrophic amount of labor to repair the harm it has done to our books. We demand a full refund for all fees paid.False claims (from expensify.com):"Our Expensify receipt scanner allows you to snap a photo of your receipt and SmartScan automatically captures all the details in an expense report"> The SmartScan feature compulsorily marks all incoming receipts as "Cash" transactions. It can't even tell if an expense is paid by credit card even when the receipt displays as much."confirm the validity of each transaction"> Expensify routinely sends invalid or incorrect transactions to bookkeeping software."Automatic receipt merging and coding"> Expensify routinely sends credit card transactions to the wrong account in the chart of accounts."Sync your accounting system automatically with Expensify to save time"> Expensify creates the need for countless hours of labor to configure settings that don't work and to undo all the flaws it's automated features make and harm it does to your accounting register."no manual data entry required"> More manual data entry required than when we weren't using Expensify--and it still doesn't do what it claims!"complex configurations to suit any Fortune 500 companys financial needs"> Please name one Fortune 500 company that uses Expensify. Name any company that has used Expensify for longer than the initial contract.

• Initial Complaint

  Date:03/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Expensify is a phone and website app for tracking expenses.On 2/16/23 I contacted Expensify for the first time regarding this matter - that I was able to login due to a 2FA issue as a result of having to change phones. The "Expensify Concierge" stated the only way to reset 2FA was to open a second account and verify the domain (namely quincestreet.com). I began to follow their instructions that day however their instructions were incorrect and their system had bugs preventing such verification. Over the course of more than 3 weeks this continued as I sent screenshots of the bugs and "Expensify Concierge" continued to change the story. Some times the option was available to "verify" on the portal and many times it was not. Proof that the "Expensify Concierge" did not know what they were doing is patently clear in 1) screenshots sent to them showing the options were not available and 2) their continued insistence that screenshots they sent in email could be viewed outside their chat system....they cannot.On 3/1 Expensify said they had closed my accounts as I demanded of them a refund and deletion of all data. Mere hours after that I was charged for yet another month.At such point I messaged their CEO (*************************) and their Legal Department...neither responded.On 3/2 Expensify insultingly stated their instructions were correct despite proof otherwise and that they would provide no refund.As all data from 2022 is lost the demand of Expensify is a refund of all attached receipts 1/1/22 - 3/1/23 and confirmation the data is permanently deleted.They have unjustly enriched themselves in the most legal sense of the term.

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Fraud was detected our account in October 2022 totaling just under $10,000. Four fraudulent purchases in foreign currency. It was disputed soon after. The dispute took months for a response and was denied due to MFA not being enabled despite MFA being enabled and the chat history going back to a year earlier explaining MFA and how to use it (because it was enabled). The attack was similar to others reported here. The attacker used chat support asking to enable new Expensify cards even though all cards were turned to $0.00 limit in the past when we wanted to cancel this service (Expensify won't let you actually cancel them without deleting your account). We are still out the $10k as of February 2023 while we get endless "we will update you when we have an update" responses. Expensify support is online chat only and the lack of being able to resolve a significant fraud issue means buyer's beware. They are also unable to confirm that this attack won't be successful a second time as nothing has changed on our account since the attack - we are still unable to remove/cancel our card access and someone can use chat to turn that back on.

• Initial Complaint

  Date:12/25/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 received several emails in the last week form Expensify Concierge asking me to verify the account. I have never requested an account for this service as I am retired and do not require this. In order to cancel the account I need to click on a link they send and sign in. I do not want to click on any links and do not want the account. I replied to the email to request they cancel the account but no reply. I noticed other complaints of this nature and decided to add mine as well. I believe this is a scam???

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  S*** company sending emails and to non-subscribers at 1:30am. Stop being s*** please.

• Initial Complaint

  Date:12/06/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 been with Expensify since 2014, never really had an issue other than strange calculations for pricing. In 2020, we tested out the Expensify card to see if it would help streamline our company expense tracking. We didn't like it so I requested through the concierge service to cancel the cards. They told me I couldn't cancel them but we could set all spending limits to $0.00 to deactivate the cards. We have not used the cards since 2020. In November of 2022 we had $9,500 of fraudulent charges on one of our "deactivated" cards. I immediately chatted with them through concierge chat (because you can't call them for support) to which they said someone hacked into our account and changed the limits on some of the cards. I changed the limits back to $0.00, changed my password and activated 2 Factor Authentication (2FA). They were mostly helpful during this process. However, when I asked how we go about getting the $9,500 back they said because we didn't have 2FA activated that it was our fault and would not be reimbursing us. I asked to speak to someone higher up and they assured me I was speaking to the right person. I asked what more could be done and they said **** had denied our dispute and that's as far as it could go. I was given no documentation on a denial from ***** The next day I logged into our account and multiple cards had opening balances higher than $0.00 and our overall credit limit for the business had been increased by almost $10K! I asked for ****** contact info so I could dispute the charges personally, they would not answer my request. I called googled the number for **** and they said they needed the entire card number in order to look into it but we do not have any of these cards in our possession. I asked concierge for the card numbers and they told me it was against their privacy policy to give out that info. We have since filed a fraud report with the ************************ in an attempt to have this looked into further.

• Initial Complaint

  Date:11/07/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 an email from Expensify concierge on Friday November 4 2022. I replied asking to unsubscribe and to remove my information from their system as I have never opened an account. Expensify concierge acknowledged that I was unsubscribed and told me to login to cancel the account. I have never opened an account with Expensify nor do I wish to provide personal information to log in to the account and reset the password so I can deactivate. Expensify concierge continues to refuse to close this fake account. There are 8 emails of me asking to close and Expensify has refused to do so on ever reply. I ask that Expensify close this account immediately without me having to login/reset a password for an account that I never created.

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Expensify utilizes a deceptive and manipulative downgrade process meant to catch paying customers off guard and extract another monthly payment at the end of their subscription. Thinking I was cancelling my "annual subscription" and being finished with the product on 10/13, I received a surprise charge on 10/31 for $39.67 because I didn't take multiple extra steps they deem required for their cancellation process that I was bound to upon cancelling my annual plan.When I "cancelled", I was automatically moved to a "monthly" plan with a higher fee, and needed to manually downgrade using a confusing process that I consider a "gotcha". They require a user to take extra steps after cancelling that is not standard, nor typical of a software company. They make it difficult and confusing on purpose. The only communication of my additional obligations came through their "concierge" chat service after I thought I cancelled, and the email they sent lacked any kind of "next steps" to complete a cancellation. The email was filtered into my spam because of the sender.Please look into the way Expensify deceives customers with their downgrade/cancellation process I feel is intentionally designed to trick paying customers and extract additional money from those who aren't. I had been a paying customers for nearly 3.5 years and spent over $600 with Expensify, and they were unwilling to process the original refund of $39.67 I asked for. In the software, Expensify counted their own "invoice" as "usage" despite no other usage for the original intent of the software, and were unwilling to refund the $39.67 charge they made on 10/31 that I asked for on 11/1. Expensify then tried to charge me again for $39.67 today on 11/1 when I completed the deceptive process, but refunded that. The way this company does business is harmful to customers and their rigidity and small/fine print is worth scrutiny.

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello, Expensify locked the bank account from being used so we cannot use the features we initially planned to make payments to vendors. I requested for the account to not be billed because of this, however I have seen three monthly charges since then and have spoken to multiple reps on getting this money back and the account cancelled. Attached are the receipts for all charges made that I'd like Expensify to