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:12/29/2023

  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.

   
  Complaint: 21065318
  
  I am rejecting this response because the issue is still not resolved. The *** from Bill.com did contact me but totally misunderstood the issue. When I was able to explain it to them, they asked me to contact a different email address at Bill.com. I emailed this address, [email protected], on Saturday and as of Tuesday have not had a response. Since I have a limited amount of time to respond/reject the business's response, and my complaint still has not been properly addressed/resolved in any way, I have to reject their response. 
  
  To reiterate my initial complaint I want Bill.com to completely delete my account and flag my name/phone number/email so it cannot be re-added to Bill.com products in the future. I cannot do this myself because I have no way to get past Bill.com's registration requirement to declare myself as a business owner to take any action on the account or even read responses from support. I have already asked Bill.com support to do this twice with no success. 
  mails from Bill.com as recently as December 2023. I have no way to unsubscribe or to remove myself from Bill.com's database. I do not want them to have my information. I don't even care about the money, I just want to be off their database.

  Business Response

  Date: 01/03/2024

  Hi ******,
  
  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  *******

  Business Response

  Date: 03/13/2024

  We appreciate you taking the time to share your concerns with us. We understand the frustration you may have experienced regarding the verification process for closing and deleting your account.
  
  On Jan 29, 2024 at 11:53 AM PST, our team communicated the necessity to verify your identity as part of our standard security protocol. We acknowledge receipt of the requested information and promptly processed your request on January 30, 2024 at 7:44 AM.
  
  We reached out to you through support case ********, delivered to the email address associated with your account, *************************** to confirm the completion of your request.
  
  Please be advised that certain information, such as your tax ID, is required during the account creation process to ensure compliance with regulatory requirements.
  
  We value your feedback and are committed to addressing any further inquiries or concerns you may have. Please feel free to reach out to us by replying to the email sent to ***************************

• Initial Complaint

  Date:12/19/2023

  Type:Product 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 marginally  satisfactory to me.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/21/2023

  Hi ****,
  
  My name is *******, and I am a dedicated member of the Customer Escalations team at ****. We sincerely appreciate the time you've taken to bring your concerns to our attention through the Better Business Bureau (BBB).
  
  In response to your BBB complaint, we have thoroughly reviewed the matter and would like to assure you that addressing your concerns is of utmost importance to us. As part of our commitment to transparency and customer satisfaction, we have implemented several updates to our Terms of Service & Privacy Notice.

  We acknowledge your stance on our Terms of Service & Privacy Notice and respect your right to privacy. If you wish to have any of your information removed from the **** database, we invite you to submit your request to our dedicated Privacy Team at [email protected]. They will handle your request promptly and with the utmost care.

  We thank you for the opportunity to make this right.
  
  Warm regards,
  *******

• Initial Complaint

  Date:11/27/2023

  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 engaged with your service during the trial period to assess its suitability for processing payments for my company before proceeding with the enrollment of my team. To my surprise, after successfully invoicing a client and receiving payment confirmation, I received an email indicating the closure of the trial due to high risk, rendering me unable to conduct transactions further. This development is perplexing, given the integrity of my business, which operates transparently in the *******************, generating an annual revenue exceeding $100,000. Despite the absence of any request for documentation to verify my business, my company now finds itself without the expected payment. This raises concerns about the reliability and risk management practices of your company, prompting a thorough investigation into these matters.

  Business Response

  Date: 11/28/2023

  Hi ******,
  
  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  *******

• Initial Complaint

  Date:11/20/2023

  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.

  My Name is *********************************. I am the owner of M&A deals advisory LLC. I started using Bill.com since I needed a payment procesing platform. At the begining I got paid the next business day after I charged my customers, which was great. However, I have more than one week waiting for paymets that had not arrived yet, they schedule the payments for a date, the problem is that they don't send the money in that date and the reschedule the payment 5 days ahead, over and over again, my business needs to pay payroll, regular expenses, now I am short on cash because of bill.com problem. I have opened 5 tickets so far and nobody has been able to explain me what's going on?

  Business Response

  Date: 11/21/2023

  Hi *********,
  
  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  *******

• Initial Complaint

  Date:11/17/2023

  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 used Bill.com at the recommendation of another company for over a year. I began using their services in October of 2022 and my issues with them began in 2023. Bill.com serves as a third party that issues payments between contractors and the companies they work for. For a year a company named IDialU, that I do contract work for, issued payments to me through Bill.com. In October, without warning and for no reason at all, Bill.com shut down my account for no reason. I tried to get in touch with someone from customer service but my attempts were not successful. I opened up another Bill.com account using a different email address and I received an email that my account was verified and active. My client then successfully linked themselves to my account as a vendor who would pay me. In November, Bill.com shut down my account again, even after emailing me confirming that my account had been verified.I had no idea my account had been shut down until I received notice from my client that they tried to pay me and they were unable to. This has caused a lot of confusion and I am now owed back pay by my client who is scrambling to find a way to issue me the funds I am owed. Bill.com's shady practice of shutting people's account down without warning must be stopped.This time, when I reached out to Bill.com for reinstatement, I was told I would have to wait 48 hours for a resolution. They are now asking me for my last three bank statements, two forms of government ID and a utility bill. While I have all of that information, I do not feel comfortable giving that to a third party. That is not standard procedure for a third party payment processor. I have done contract work for other companies that used third parties to issue payments and no one has ever asked me for so much personally identifiable information before. When I spoke to Bill.com's customer service I was forwarded to a call center outside of ***************** and the whole thing feels very sketchy. This is a scam!

  Business Response

  Date: 11/20/2023

  *******,
  
  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  *******

• Initial Complaint

  Date:11/17/2023

  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.

  bill.com has no customer service number you can call that leads you to actually speaking with someone. Their other options are exessevily long wait times and once you get someone they cannot answer basic questions. Talking to someone on the phone from bill.com is like talking into a tunnel where 100 conversations are going on at the same time - you can't hear the representative and again, they cannot answer even the most basic of questions. Terrible.

  Business Response

  Date: 11/17/2023

  Hi ******,
  
  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  *******

• Initial Complaint

  Date:11/16/2023

  Type:Product 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.

   
  Complaint: 20842457
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/17/2023

  Hi *****,
  
  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  *******

  Customer Answer

  Date: 12/13/2023

  My school finally received the refund for Bill.com. I dont wish to continue on with any other action. But I will not recall my ratings toward bill.com. So they need not ask for me to!!

• Initial Complaint

  Date:11/07/2023

  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 am a mobile notary and do not have a physical location. Bill.com will not activate my account since I do not have a physical location. I only set up the account to receive payments for my mobile notary services as requested by vendors since that is how they want to pay their invoices. I have provided all business documents as well as active telephone number and Bill.com refuses to activate my account since I have no physical location. By not activating my account, ********************** has prevented me from receiving payments from vendors since the vendor will only use Bill.com to send vendor payments. I have been trying to get the account activated for over 30 days and have provided everything that I am able to provide and Bill.com still refuses to activate the account since I do not have a physical location which is discriminatory to small businesses that do not have a physical location and operate virtually. I would like to have the account activated so that I can receive payments from vendors.

  Business Response

  Date: 11/08/2023

  Hi ******,

  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  *******

• Initial Complaint

  Date:10/30/2023

  Type:Billing 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: 10/30/2023

  Hi *******,

  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.

  We thank you for the opportunity to make this right, we'll be in touch.

  Warm regards,

   *******