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:10/12/2022

  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 Bill.com they were never able to help me get my account set up properly and Ive been trying to closemy account for 2 months. I can't close it myself and bill.com continues to charge my credit card over and over and ignores my request for help.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/14) */
  Hello ******,
  
  Thank you for reaching out, I am sorry to hear you are having trouble getting your account cancelled!
  
  I have created a support ticket on your behalf and a member of Leadership will be reaching out to further assist.
  
  Thank you,
  
  ****
  Bill.com Customer Escalations

• Initial Complaint

  Date:10/06/2022

  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.

  I had a non-subscription account for 3 years with no issues. I am a 1 employee small business. Two weeks ago, I signed up for a trial membership paid subscription for my business. During the trial membership, I was paid 2 invoices which Bill.com would not release to me. They allowed payments but then held the money hostage stating they needed several documents to verify my identity and business. I found it unprofessional, that Bill.com allowed payments to be made and after requested these documents. I told them I did not want to keep the subscription account; I wanted to keep my account subscription free as it was prior to the trial membership. Bill.com would not allow me to have ANY account(s) without me ending these documents. So, I sent them. Next thing I know, my account was deactivated/cancelled by Bill.com with no explanation. Bill.com said they reversed the two payments that were made, and the refund would be received in 2 business days; however, the payor has not yet received a refund and it has exceeded 2 business days. I received emails that the support team is replying to a case ticket number I had when I was still in the trial membership. Since I cancelled the trial membership, I can't access the ticket to see what they are writing. I keep telling the support team at Bill.com but they are not listening.
  
  I tried creating another subscription free account. I have another client who is trying to pay me and has been our method of payment for 3 years. My client is unable to pay using Bill.com; Bill.com will not reactivate my subscription free account. This morning I received an email from Bill.com stating "The decision is based on an overall review of the account including setup, documents sent and history. We are unable to provide a specific reason and we will not be able to re-open the account.". What history? Until 1 week ago I only received payments. Today I had to email my client to request payments by paper check.
  
  Still waiting on a $2600 refund.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/13) */
  Hello *******,
  
  Thank you for reaching out, I am sorry to hear you are having trouble!
  
  I have created a support ticket on your behalf, and a member of our Leadership team will be reaching out to further assist.
  
  Thank you,
  
  ****
  Bill.com Customer Escalations

• Initial Complaint

  Date:10/05/2022

  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.

  Bill.com claims to offer a free version. Each time I sign up for the free version I am actually signed up for an account that charges me each month. As it turns out a single email can have multiple accounts even though the user would have no idea. Only the company would know how many accounts you have. Once you cancel the account the customer service reps can't find it unless you provide screen shots and then somehow they can find your canceled account. The customer service doesn't try to get to the root of the issue. At one point I was provided text that was clearly from a template and they forgot to add my name to customize it. They just copied into the chat and didn't listen to my concern. They also don't have outbound customer service. You can't call and talk to anybody. While I don't think they are directly trying to harm me the customer service, the way they have Bill.com set up seems to make it nearly impossible to resolve anything, get clarity or an issue resolved. The negligence has cost me 150 dollars so far. I was told by an employer to sign up for a free account so I can get paid. Otherwise I would have moved on. I am passed on to multiple agent every time I am in the chat repeating myself. In addition, if you do cancel your account you are not able to see any tickets or updates. You get an email about the update but you have to login to see it...which you can't do with a canceled account and then of course no phone number.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Hello ******,
  
  Thank you for reaching out and bringing this matter to our attention, we do apologize for the inconvenience caused, and we would like to reach out to further assist with this matter. A member of our Leadership team will be reaching out to speak with you regarding these concerns.
  
  Thank you!

• Initial Complaint

  Date:10/04/2022

  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 received a payment on ********* I am unable to access it because when I click on forgot password, they send me an email to reset my password but when I click on that it takes me back to the sign on page so I cannot change the password. I have contacted customer service about this at least 4 times since September 22, 2022 to no avail. I have a pending payment of $375 which I am unable to access/collect, as a result.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Hello *****,
  
  Thank you for reaching out and bringing this matter to our attention, we do apologize for the inconvenience caused, and we would like to reach out to further assist with this matter. A member of our Leadership team will be reaching out to speak with you regarding these concerns.
  
  Thank you!

• Initial Complaint

  Date:10/02/2022

  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.

  I have requested a check never recieved I will like to recieve direct deposit instead or a reissued check
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Hello *******,
  
  Thank you for reaching out and bringing this matter to our attention, we do apologize for the inconvenience caused, and we would like to reach out to further assist with this matter. A member of our Leadership team will be reaching out to speak with you regarding these concerns.
  
  Thank you!

• Initial Complaint

  Date:09/26/2022

  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 cannot get any sort of customer service from Bill.com I can only get on a chat. I don't feel that a chat is a proper way to discuss my personal matters, I don't feel it is secure and I have requested a call back from this company and have never got one in 2 years and several dozen requests. I have 3-4 open accounts and am being billed for services i don't use and never have used because of the fact that cannot seem to open the account properly. There customer service is terrible and obsolete. Who would trust a company with there money that they cannot resolve simple problems in not days, not weeks, YEARS. I have been requesting a refund for services not rendered and cannot get any sort of help what so ever i can only get a chat bot that tells me to jump through hoops! This companies business practice should be illegal if they are not now already. I would would like a full investigation of this businesses business practices and if they follow the federal guidelines to protect consumers rights and small business from withholding funds and charging consumers fees that are not related to there service they provide. as with me they have charged my bank account eighty some dollars a month and I have even used there services EVER!
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/09/30) */
  Hello *******,
  
  Thank you for reaching out, I am sorry to hear you are having trouble!
  
  I have created a support ticket on your behalf, and a member of our Leadership team will be reaching out by phone to further assist.
  
  Thank you,
  
  ****
  Bill.com Customer Escalations

• Initial Complaint

  Date:09/21/2022

  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.

  We are being charged for a service PLUS per transaction. We would not have an issue with paying for service if we were indeed being given appropriate service. ************** immediately called me BEFORE I decided on the subscription, and was extremely helpful with assisting me in getting set up. It has been a typical bait and switch case, where she has disappeared once the problems began. Money left my account on 9/16, yet my vendor is not getting paid 5 days later. ***** is not replying to my constant requests for resolution via email AND phone call. I get different answers from different "support" agents, and I'm spending more time processing bills than I was before I had a bill processing service. Bill.com should be paying ME at this point.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/29) */
  Hello *******,
  
  Thank you for reaching out, I am sorry to hear you are having trouble with your account!
  
  I have reviewed your tickets and I see you have an open request with our Leadership team. I will have our team reach out and get a call scheduled to make sure this has been addressed.
  
  Thank you,
  
  ****
  Bill.com Customer Escalations

• Initial Complaint

  Date:09/20/2022

  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 started using *************** recently for my business and they partner with bill.com for invoices. So I signed up with bill.com. After signing up, I sent 2 invoices out to my customers totaling almost $5,000. Right after receiving the payments, they put my payouts on hold requesting a ton of documents about my business. I submitted everything they asked for immediately after getting the email. 4 days later and I still haven't heard back. So I look for a number to call their customer service but they don't have a customer service number. So I did the online chat. And they couldn't help me. The person on chat said they would put an internal note that I'm waiting for a reply from the**************** company. It's now 7 days later, I still haven't heard back. I've done the online chat every single day. I've requested bill.com to just refund my customers. The customer service is completely nonexistent. Every time I talk to someone in chat, they tell me they can't help me basically and I have to wait for**************** to get back to me. There is no way to reach them myself. Im starting to get really mad at the lack of response from this company when i'm just out $5,000. I do not plan on ever using this company again after I get my money. Why would they wait until AFTER someone gets money to request information about the business. Seems like they are just trying to steal money from small businesses to me.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/29) */
  Hello *******,
  
  Thank you for reaching out regarding your account, I am sorry for the trouble caused!
  
  Upon review of your previous requests, I see our Operations team was able to get this resolved for you on 09/21.
  
  However, a member of Leadership will be reaching out to make sure you are all set.
  
  Thank you,
  
  ****
  Bill.com Customer Escalations

• Initial Complaint

  Date:09/19/2022

  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 had a $75 payment that was supposed to be credited to my account on 09/12/2022 by direct deposit.
  
  The bank account I provided was invalidated in their system because they claim that they couldn't verify its a valid account. I've had this account open over a year although.
  
  I added another bank account since I received the notice from them about the invalid acct issue. Although I added the new bank information, they still posted the payment to the same bank account they rejected so I made an attempt to contact customer service for help.
  
  I've made several attempts to contact their customer service department and you are very limited on getting in touch with them. They only provide a chat service during their business hours and offer no way to message them to get back with you later.
  
  I contacted them on 09/15 and made them aware of the situation. They promised my issue would be fixed in 1-2 days. They were sending me updates to my email only. When I click on the links to see the communication, the links are broken and the URL cannot be found. The email instructed me to login to my account under the support page and look in my messages inbox but my ticket is not there.
  
  Ive submitted 3 new tickets since then to no response from this company. However, the 3 new tickets can be found in my inbox.
  
  Today Ive received notice that they tried to issue payment to the new account but they also invalidated the new account as well. My bank accounts are valid and has no problems receiving payments but when it comes to bill.com there's an issue.
  
  I feel like I'm being scammed and I want my money before I start to seek legal counsel about this company. I'm making one last attempt to get resolution before I start this process.
  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/09/28) */
  Hello *****,
  
  Thank you for reaching out, I am sorry you were having trouble with receiving your payment!
  
  I have reviewed your previous tickets and I see you were able to connect with our Leadership team on ticket ******* to get these concerns addressed.
  
  If you have any additional questions please do not hesitate to reach out to our team!
  
  Thank you,
  
  ****
  Bill.com Customer Escalations