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:05/15/2024

  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 have used bill.com to pay one single vendor for several years now. We are NOT a paying customer. Our vendor IS a PAYING customer of ******************. Recently and unexpectedly something changed with bill.com's website and we had to re-create our full account. A total of five entities were previously on account but when changes on their website occurred, we lost all added entities, leaving us with only one entity. We needed to add a second entity to our existing account in order to pay the same vendor. In the process of adding said entity to our already existing account, it enters us into a trial period WITHOUT notifying us and without getting any kind of confirmation of consumer agreement, WHAT-SO-EVER. After trial period was over, bill.com used the *** information entered onto the account to pay a vendor TO TAKE OUR MONEY for charges we NEVER agreed to. Nor were we ever even made aware of an amount owing or that a transaction would occur. The charges are not authorized, plain and simple.We were billed $45.98 on 4/5 and $45.49 on 4/16. We contacted bill.com on 4/17 (after receiving an email regarding 4/16 *** transaction) asking for a reversal of the $45.49 charge on 4/16. The refund was issued and received 4/19. We were unaware of the $45.98 charge on 4/5 until we received our bank statement in early May. We have tried numerous times to have the $45.98 charge on 4/5 refunded but to no avail. Calls, chats, emails have all had many of hours spent on each. These are the chat case numbers that have all been denied refund: 04085120, 04085338, 04082487, 04096371.The intention of this complain is to ensure consumers aren't tricked into trials and charged erroneously. Its unlawful!!!

  Business Response

  Date: 05/16/2024

  Hi *******,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards

  ******

• Initial Complaint

  Date:05/14/2024

  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.

  Today, after verifying my identity, Bill.com canceled my account without notice. Last week I set up an account to receive payment from a client that uses them for payment processing. Despite my putting all my information in, making to not that it was for a personal account and ensuring that my name was written in correctly. Bill.com canceled my account. After responding to appeal the decision, and provide any necessary documentation, they responded without providing me with any idea of what documentation they needed to re-open my account. This wouldn't be a problem if Bill.com wasn't the only payment processor my client used to move payments. They also do not have a way for their clients to send vendors payments without those vendors having accounts with **********************. As such, I'm making this complaint as they need to provide better verification processes and appeals processes for small businesses.

  Business Response

  Date: 05/14/2024

  Hi ******,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,

  ******

  
  

• Initial Complaint

  Date:04/25/2024

  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 signed up with bill original to receive payment from a business. I later decided to use their services for my own business but didn't know that I needed to link my business banking account to the personal account I had set. When I decided to sign-up for their credit card payment options they asked for the bank statements associated with the account. When I explained that the bank statements tied to my account aren't my business and I need to add those instead, they denied my request and deactivated my account altogether. When I reached out to understand what happened they demanded that I send them 3 months of my personal bank statements and I refused. I had an outstanding invoice that had been paid by my client but had not yet been paid to me. The amount of the invoice was $325 and I contacted Bill to inquiry about where that payment had been sent. ***************************, Account Executive for ******************** and my point of contact, stated that the payment had already been sent to my bank account on file, however I never received the payment and it was never sent back to the client. I have contacted Bill 3 times with no response since. Attached is an email I received from Bill prior to them deactivating my account verifying that they have received the payment from my client.

  Business Response

  Date: 04/26/2024

  Hi ******,
  
  My name is ******, and I am a member of the Customer Escalations team here at **********************.
  
  We recently received your BBB review, and I wanted to reach out to assure you that we take your concerns seriously and are committed to resolving them. 
  
  To ensure that we address your concerns effectively, we have created a support case ********. Our team will be connecting with you directly at the email address you provided.
  
  Thank you for giving us the opportunity to make things right. We appreciate your patience and understanding.
  
  Warm regards,
  
  ******
  BILL Customer Escalations Team
  
  

• Initial Complaint

  Date:03/27/2024

  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.

   
  Complaint: 21475731
  
  I am rejecting this response because:
  This is the same canned phrase they have provided over and over. I want my money returned which you fraudulently took from my account. I also am not responsible for the fraudseters charging of $11,700 more in my name because your company is not responsible to verify my identity and allowed someone to open an account with information they stole from me. I have retained counsel and contacted the ***  I have contacted law enforcement  this company is appalling  

  Sincerely,
  
  ***************************

  Business Response

  Date: 04/08/2024

  Hi *****,
  I hope this email finds you well. I'm writing to acknowledge that we have received your BBB complaint. Thank you for bringing this matter to our attention.
  We take all complaints seriously, and as such, we will be forwarding your complaint to our legal team. They will further investigate and assist in the resolution process.
  Please be assured that we are committed to addressing your concerns promptly and finding a satisfactory resolution.
  If you have any additional information or questions in the meantime, please don't hesitate to reach out.
  

  Thank you for your patience and cooperation.
  

  Best regards,
  ******
  BILL ****** of ********* Escalations

  Business Response

  Date: 04/11/2024

  Subject: Legal Counsel Engagement and Correspondence Update
  
  Hi *****,
  
  Thank you for your response.
  
  I want to inform you that at this time, you have retained legal counsel who has been engaged with the team here at BILL. As a result, all correspondence will now be provided by ************** via email or through your legal counsel.
  
  If you have any questions or need further assistance, please do not hesitate to reach out to our legal team via email. We are here to support you through this process.
  
  Best regards,
  
  BILL ****** of ********* Escalations

  Customer Answer

  Date: 04/14/2024

   
  Complaint: 21475731
  
  I am rejecting this response because: ************ is no longer my legal counsel. She is not experienced in this type of law (fraud). Therefore, you will need to make all contact directly with me and not through ************** Additionally, I have tried to correspond with you through your website, as instructed, but you still have the perpetrators number on file so he is receiving the two factor ID code. I have requested several times that you change the number on file (by the way it is a ****** phone- a burner number per the detective). 
  

  I dint have any business with bil.com. I never applied for anything with you. This is fraud. A reputable company would protect the consumer and themselves from a lawsuit. All I want is my money back and for you to leave me alone. 
  This is extortion. 
  

   

  bill.com is not reputable. 
  

   

  You have really done a terrible job on this and its insane that you are losing what could actually be a fantastic customer over fraudulently charging me. I have never had any business with bill.com and you ALL know this. 
  submit to me the identification (must be ************* stamped) the fraudster used as well as any voice ID. 
  

  you are the fraudster. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/22/2024

  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.

   
  Complaint: 21459180
  
  I am rejecting this response because:

  This complaint needs to stay on file as bill.com had no intentions of sending the large sum of money that received from me to my vendor.  Nor refunding it immediately.  Yes, I ultimately received a full refund from bill.com, but not for weeks and having to contact bill.com 17 times in one day for someone to agree to refund.  This includes being screamed out by a "manager" or "supervisor" because "bill.com does not have to explain why they won't approve my account", but yet, they were still holding over forty thousand dollars of my money.  

  Other companies need to be aware of bill.com's business practices.  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/26/2024

  We acknowledge the complaint filed by ***********************************] regarding the closure her account and the refund of all payments.
  
  Upon thorough review conducted by our Risk Operations team, *********'s account was closed in accordance with our company's policies and procedures. We can confirm that all payments have been refunded.
  
  We appreciate the opportunity to address this matter and assure you that we are committed to upholding the highest standards of service and integrity.
  
  Should you require any further information or assistance, please don't hesitate to contact us directly.
  
  Thank you for your attention to this issue.
  
  Sincerely,
  
  BILL ****** of ********* Escalations
  
  

  Business Response

  Date: 07/09/2024

  Hi *********,
  
  I hope this message finds you well. I wanted to follow up on our recent conversation regarding your experience with BILL.
  I'm writing to confirm that all payments associated with your account have been successfully refunded. I apologize for any inconvenience or dissatisfaction you may have experienced during your interactions with BILL.
  Your feedback is valuable to us, and we take your concerns seriously. If there are any specific issues or areas where we can improve our services, please don't hesitate to share them with us. We are committed to addressing any concerns you may have and ensuring a positive experience moving forward.
  Thank you for your understanding, and please feel free to reach out if you have any further questions or need assistance.

  
  Best regards,
  
  ******

• Initial Complaint

  Date:03/22/2024

  Type:Order 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.

   
  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,
  
  *****************************

  Business Response

  Date: 04/02/2024

  Hi ******,
  
  Thank you for reaching out to us with your concerns. We acknowledge receipt of your complaint submitted to the Better Business Bureau, and we take your feedback seriously.
  
  Please be assured that we are actively investigating the matter to address your concerns appropriately. Our team is committed to resolving this issue in a timely and satisfactory manner.
  
  Should you have any further questions or require additional assistance, please do not reply to the email that we just sent to *********************.
  
  Thank you for your patience and understanding.
  ******

• Initial Complaint

  Date:03/20/2024

  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.

   
  Complaint: 21425748
  
  I am rejecting this response because:

  There was no information regarding my complaint.  I have received no follow-up to my complaint  

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/01/2024

  
  
  Hi *******,
  
  Thank you for reaching out to us with your concerns. We acknowledge receipt of your complaint submitted to the Better Business Bureau, and we take your feedback seriously.
  
  Please be assured that we are actively investigating the matter to address your concerns appropriately. Our team is committed to resolving this issue in a timely and satisfactory manner.
  
  Should you have any further questions or require additional assistance, please do not reply to the email that we just sent to *********************.
  
  Thank you for your patience and understanding.
  ******

  Business Response

  Date: 07/09/2024

  Hi *******, 

  Regrettably, The accounting firm denied the request for  the account to be unlinked without their explicit permission. As a third party, BILL does not have the authority to perform such actions independently. You will need to work with your previous accountant to sort this matter out. 

  **************** 

• Initial Complaint

  Date:03/20/2024

  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.

  Bill.com turned off my account for no reason. I was using their services and never had an issue and I never reached out to them. After several months they delete my account and refuse to call me. I filled a complaint and they called and I could not hear the person on the other end. Instead of trying to call me back they decided to send me an email. In the email they said they tried calling and claimed they can hear me, but I could not hear them. The email asked what is a good time to call me back and I responded within a few minutes. And the routine happened again. They called - I tried talking - nobody responded - nobody called back - they sent another email. This happened four times and then they stopped calling me. I feel like Bill.com could hear me, but they didn't want to talk to me. Instead, they called and sent an email so they can make a claim that they tried reading out to me. Sounds like Bill.com needs to hire a person who is stronger and is not afraid to talk to a customer.

  Business Response

  Date: 04/01/2024

  Your response seems appropriate and professional. However, you have a typo in the sentence "Our team has attempted to reach you via email and phone several times within the past week. hould you have any further questions...". The word "hould" should be corrected to "Should".
  
  Here's the corrected response:
  
  ---
  
  Hi ******,
  
  Thank you for reaching out to us with your concerns. We acknowledge receipt of your complaint submitted to the Better Business Bureau, and we take your feedback seriously.
  
  Please be assured that we have actively investigated the matter to address your concerns appropriately. Our team is committed to resolving this issue in a timely and satisfactory manner. Our team has attempted to reach you via email and phone several times within the past week. Should you have any further questions or require additional assistance, please respond to the email sent to you at **********************.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  ******

  BILL ****** of ********* Escalations