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:04/30/2026

  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.

  Dear BBB staff,Im writing to complain about bill.coms deceptive fee taken from an invoice. I was basically charged for opening my invoice, according to their own email response (attached). The invoice was for $1500 and bill.com took $15, which I want refunded to me. I received an email (attached) on 04/30/26 that an invoice was paid and to click to accept payment. At the top of the page, it said my payment, a check, will be issued May 6, NOT instantly. Moments later, I then received an email saying the money was deposited with a fee extracted (attached). Beside the fee is a little tab saying that my account was set to instant transfer. I didnt click anything for an instant transfer, and there was no message stating it was instant, or that a fee would be taken out. The company deceptively framed it as a tab I must hit to be paid at all. I turned off the instant transfer feature as soon as I was alerted. It was all automated without my consent. I called customer service on 04/30/26 and a manager told me that he could see no evidence that I approved the fee or the normal message I shouldve received. I requested that he notes this on my account. I then got another email stating that I had a free trial for instant transfer years ago that expired without my knowledge. Every other company gives consumers a clear option to choose between a slower, free transfer and an instant transfer, and also shows the fee. REMOVED, venmo, REMOVEDetc all apply this common sense feature. Bill.com is unfairly extracting fees and refusing to issue a refund when Id accepted the May 6 payment date, and was essentially tricked into accepting an instant transfer which was labeled e-payment with no fee described. This is unacceptable. Thanks for your time.

  Business Response

  Date: 05/01/2026

  Dear REMOVED,

  
  Thank you for reaching out to us through the Better Business Bureau. We have received your complaint regarding the $15.00 instant transfer fee applied to your recent invoice payment.

  
  We certainly understand your frustration regarding how this fee was applied and the clarity of the transfer options presented. Please accept our thanks for the passion and detail with which youve shared your feedback; it is vital in helping us improve our user experience.

  
  We are currently investigating the details of your account and the transaction in question to find a suitable resolution. To ensure your privacy and the security of your financial informationand to prevent any sensitive data from being exposed on this public forumI will be reaching out to you directly via our internal email system.

  
  Please look for an email from my office shortly so we can discuss this matter further.
  Sincerely,

  
  REMOVEDOffice of Executive Escalations BILL

• Initial Complaint

  Date:04/28/2026

  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.

  In late March 2026, REMOVEDwas trying to cancel our Bill subscription. On March 24th, I started a chat with a representative about how to cancel our account. They informed me that our account was under a "console" account. I asked what a console account was and what name was on it. They informed me it was a parent account that controlled multiple companies. Accounting department use to do Dorcea's accounting but as of February of 2025 we took over the books. After receiving the name on the console account and doing a REMOVEDsearch we realized our bill.com account was still under REMOVED. Accounting department nor bill.com ever informed us of our account still being connected to REMOVEDconsole account. They informed me that I would need to disconnect from the console account and then I could cancel the subscription. So I asked how to disconnect and cancel. The representative informed me that we would need to fill out a quick form to disconnect and then I could move forward with cancelling our subscription. So as instructed by Bill I filled out the form on 3/24/26 around 5:30pm. I received an email at 6:33pm from Bill that the request was received. By 6:53pm I received an email stating the account had been disconnected. Due to the late evening hours, when I came in the next day I was able to login and cancel our subscription. Then on April 2nd when billing took place, we were charged $356 instead of the $65 we were charged the month before. I got back on a live chat to be told that once we disconnected from the console account that we were automatically subscribed to a different account charging $89 per user (we have 4 users). After many emails back and forth I was told we wouldn't receive a refund. How were we supposed to cancel without being disconnected and automatically subscribed to a more expensive plan? We are requesting a refund of $291.

  Business Response

  Date: 04/29/2026

  Dear REMOVED,

  
  My name is REMOVED, and I am with the Office of Executive Escalations at BILL. Thank you for bringing your concerns regarding your account cancellation and the subsequent charges to our attention.

  
  We sincerely understand the frustration caused by the transition of your account from a console to a standalone subscription, as well as the unexpected billing amount you encountered on April 2nd. Please be assured that BILL takes these matters seriously, and we want to ensure a thorough investigation is conducted regarding your refund request of $291.00.

  
  To maintain the highest standards of privacy and security, and to protect your sensitive financial and account information, we cannot conduct a detailed investigation or share specific account data within this public forum.

  
  Next Steps: I will be reaching out to you directly via our internal secure systems using the email address we have on file REMOVEDThis will allow us to communicate privately and securely as I perform a formal investigation into the sequence of events and the billing transition.

  
  Thank you for your patience while we look into this for you. I look forward to connecting with you shortly through our secure channel.

  
  Best regards,

  
  REMOVEDOffice of Executive Escalations BILL

• Initial Complaint

  Date:04/28/2026

  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.

  Bill.com - signed up for my company (REMOVED) to have invoices financed prior to payment by the client.12/23/25 - Financed a $5000 dollar invoice - paid in full as per the agreement for financing 1/7/26 - Financed a $5000 invoice - paid in full as per the agreement for financing 2/15/26 - upgraded bill.com subscription to premium to allow for accounting platform sync 2/20/26 - called bill.com support because the financing feature was not working 2/27/26 - was told via email it didn't work because the payment was made (confirmed with the client that the payment was made on 2/26/26 and not on 2/20/26)3/4/26 - contacted support via chat to let them know that the financing feature was still not working for the next invoice. I received an email asking that the client accept the invoice and see if that worked. I did so.3/5/26 - received an automated email from bill.com stating the customer had accepted the REMOVEDand that it was eligible to finance. On the top of this email it stated there was a past due invoicing financed payment and that it needed to be made. Followed the link to the bill.com portal page showing that we had no outstanding invoice financing and that we had $100,000 in available financing (all documented)3/6/26 - called bill.com again and was told that due to automatic invoice financing being turned on this is why it wasn't working.3/2/26-3/24/26 - email exchanges with bill.com multiple times and still no resolution offered for the inability to use the financing as shown and documented.4/21/26 - Again asked bill.com via chat to review the issue with the automated email showing a past due notification and it blocking us from using financing though it shows as not the same and erroneous on the platform. Provided multiple screenshots. Again lack of resolution or appropriate escalations to the appropriate team.

  Business Response

  Date: 04/29/2026

  Dear REMOVED, 
  
  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,
  

  Angela 

  BILL Office of Executive Escalations 

  
  

• Initial Complaint

  Date:04/27/2026

  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.

  My business client is using BILL to invoice and pay out for my small cleaning business. I have had issues with bill paying me after they collect the money from the client as they have asked for a full bank statement, a selfie and my photo id without any way to send this highly sensitive information in an encrypted manner. I am not able to sign in to my account online and can only use the app which doesnt allow uploading documents. Despite multiple tickets, phone calls and emails, my issue remains unresolved and they are now holding my funds hostage and Im stuck in a never ending verification loop. They are literally taking my money and leave me no way to provide any of the information they are requesting and refuse to provide support to address the matter.

  Business Response

  Date: 04/28/2026

  Dear REMOVED,

  
  Thank you for reaching out to us through the Better Business Bureau. My name is REMOVED, and I am with the Office of Executive Escalations at BILL.

  
  We sincerely apologize for the frustration and inconvenience you have experienced regarding your account verification and the technical difficulties youve encountered while attempting to access our platform. We understand your concerns regarding the sensitivity of your personal documentation and the importance of a secure transmission method.

  
  I will be personally looking into your case to investigate the login errors you described and to find a solution that allows you to complete the required verification securely and efficiently.

  
  For privacy and security purposes, I will be reaching out to you directly via our internal BILL emailing system. This ensures that our further correspondence and any sensitive information remain private and protected, rather than being shared within this public portal.

  
  Please look for an email from me shortly so we can get this resolved. We appreciate your patience as we work to settle this matter for you.

  
  Best regards,

  
  REMOVEDOffice of Executive Escalations BILL

• Initial Complaint

  Date:04/24/2026

  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 started my BILL account on February 21, 2025 with a one-month free trial. After the trial ended, I was charged $49 on March 22, 2025 for the subscription.I submitted my cancellation request on April 16, 2025, before the next billing cycle, but I was charged another $49 on April 22, 2025.Since I cancelled before the renewal date, I would like to request a refund for the April 22, 2025 subscription charge.

  Business Response

  Date: 04/27/2026

  REMOVED,

  
  My name is REMOVED, and I am with the Office of Executive Escalation at BILL. I am reaching out to you regarding the formal complaint you filed with the Better Business Bureau on April 24, 2026, concerning the subscription charges on your account.

  
  I want to let you know that we have received your complaint and I am personally looking into the issues youve raised regarding your cancellation request and the subsequent $49 charge on April 22.

  
  For your privacy and the security of your account information, I will be moving this correspondence to our internal secure email system. Please look out for a follow-up email from our official Bill support channel shortly, as we prefer to handle sensitive account details outside of the BBB portal for your protection.

  
  Thank you for your patience while I review your account history. I look forward to speaking with you soon and working toward a resolution.

  
  Best regards,

  
  REMOVED

  Office of Executive Escalations

  BILL

• Initial Complaint

  Date:04/20/2026

  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 set up financing for my company for $100,000 to finance invoices ahead of payment. I financed an invoice and repaid the invoice more than 30days before the due date more than upholding my obligation to the company. Then I receive an email saying an invoice could not be financed due to past due amount. When I called to resolve this they acknowledged the error and fixed the account. Went to finance another invoice with the same vendor and come to find out they say I never should have been approved for financing and gave no information as to why. This has cost my company significant financial issue as we structured our cash flow with the understanding we had this line of credit available to us. This breaks all kinds of lending regulations mainly around not providing any details as to why my company doesn't qualify or how to become qualified for this service. And the mismanagement of the approval illustrates their incompetence with financing.

  Business Response

  Date: 04/21/2026

  Dear REMOVED, 
  
  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,

  Angela 

  BILL Office of Executive Escalations 

  
  

• Initial Complaint

  Date:04/19/2026

  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 signed up to do a demo call at Bill with someone named REMOVED. We did a 30 minute call to go over the features of Bill. In return I was promised to receive a REMOVEDSwitch 2 regardless of my decision. Of course, I would not risk my company on a 30 minute call so I mentioned that I would like to receive everything in writing and that I would evaluate next steps. I never received the promised compensation so I am glad I did not move our corporate credit cards over to Bill.

  Business Response

  Date: 04/20/2026

  Dear REMOVED,

  
  My name is REMOVED, and I am reaching out to you from the Office of Executive Escalations here at BILL.

  
  We have received the details of your Better Business Bureau complaint regarding your recent demo call and the promotional offer discussed. Please accept my apologies for the frustration this has caused; we take these matters seriously, and I am personally looking into the details of your case to find a resolution.

  
  To ensure the highest level of privacy and security for your account information, I will be reaching out to you shortly through our internal secure messaging system. Please keep an eye out for that notification, as we will use that platform for further correspondence regarding the specifics of your account and this matter.

  
  Thank you for your patience while we investigate this. I look forward to speaking with you soon.

  
  Best regards,

  
  REMOVEDOffice of Executive Escalations BILL

• Initial Complaint

  Date:04/15/2026

  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.

  I am filing a complaint regarding an unauthorized $12,500 withdrawal and lack of accountability from both the merchant and payment processor.On or around September 11, 2025, I received a confirmation email from REMOVEDtitled Thank you for your payment to Fuel Online. This payment was processed without my authorization. I did not approve or initiate this transaction.On September 18, 2025, I contacted BILL Support Team (Ticket #REMOVED) requesting details on how the payment was authorized. I also followed up through additional communications, including with REMOVEDvia BILL chat. Despite multiple attempts, I have received no clear explanation or documentation.Fuel Online has not taken responsibility, and BILL has not provided proof of authorization. No one can confirm how this transaction was processed.I am requesting a full investigation, proof of authorization, and reimbursement of the $12,500.

  Business Response

  Date: 04/15/2026

  Hi REMOVED
  
  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,
  

  Angela 

  BILL Office of Executive Escalations

  
  

  Customer Answer

  Date: 04/15/2026

   
  Complaint: 24751925
  
  I am rejecting this response because:

  Thank you for your response.
  At this time, the issue remains unresolved. While I appreciate the acknowledgment and investigation, no explanation has been provided as to how a $12,500 payment was processed and withdrawn from my account without clear authorization.
  Additionally, during my initial interaction, your representative was unable to locate my account, which further raises concern regarding how this transaction was processed in the first place.
  I have since been advised that your team is attempting to gather documentation identifying who processed the payment, but as of now, no definitive answers or resolution have been provided.
  I am requesting a clear explanation, supporting documentation, and confirmation of how this transaction occurred.
  I look forward to a prompt and complete resolution to this matter.
  Sincerely,
  REMOVED
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 04/16/2026

  Hello REMOVED,
  
  Thank you for following up with us.
  
  Our records show that your case is currently being handled by the Office of Executive Escalations. A member of that team sent you an email earlier today with a detailed update.
  
  To ensure your privacy and security, we cannot discuss specific account details on this public channel. Please reply directly to that email thread so our specialists can continue assisting you.
  
  We appreciate your patience and understanding.
  
  Best regards,
  
  REMOVED
  BILL Office of Executive Escalations

  Customer Answer

  Date: 04/16/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/12/2026

  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 did a referral program I believe in 2024 and im still owed 3 $200 gift card that was promised to me and never paid every time I get in touch with company and We get down to the bottom thwy completely ignore and stop replying I have been contacting them over two years and they will just stop reaching out there are many other they have down this as well

  Business Response

  Date: 04/13/2026

  Dear REMOVED,

  
  My name is REMOVED, and I am reaching out to you from the Office of Executive Escalations at BILL. Thank you for sharing your experience through the Better Business Bureau regarding our referral program. We sincerely apologize for the delay and the frustration you have experienced while trying to receive your rewards.

  
  We have reviewed the documentation you provided and are currently investigating the status of your three $200 gift cards. To ensure your personal information remains secure and to discuss the specific details of your account, I will be moving this conversation to our internal support system.

  
  You can expect an email directly from me shortly at the address provided in your complaint. We appreciate your patience as we work to resolve this matter for both you and those you referred.

   

  Best regards,

  
  REMOVEDOffice of Executive Escalations BILL

• Initial Complaint

  Date:04/04/2026

  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 filing a complaint against BILL (Bill.com) regarding the wrongful withholding of company funds and improper handling of a disputed account.Our company maintained a business charge card account with BILL. In January 2026, a large number of transactions (over REMOVEDwithin a short period) occurred on the account, which we immediately identified as unauthorized and reported. Shortly after reporting these transactions, on or around January 30, 2026, BILL froze our account.Prior to the account being frozen, our company wired approximately $20,000 into the account. These wired funds were not used for any transactions before the account was restricted. Despite this, BILL has refused to return these funds and has also retained the remaining balance in the account.BILL claims that the disputed transactions were authorized based on internal logs (such as user ID, IP address, and MFA). However, they have refused to provide full underlying audit logs or verifiable evidence to support this conclusion. Additionally, the volume and pattern of transactions (over REMOVEDin a short period) strongly indicate abnormal or fraudulent activity, which was not prevented by their system.More importantly, even if there is a dispute regarding transaction authorization, the wired funds and remaining account balance were not properly used or accounted for prior to the account freeze. REMOVEDhas not provided a clear transaction-level breakdown showing how these funds were applied.The company continues to withhold these funds without sufficient justification or transparency.We have attempted to resolve this issue directly and also filed a complaint with the REMOVEDbut BILL has maintained its position and refused to return the funds.

  Business Response

  Date: 04/06/2026

  Hello REMOVED,

  
  My name is REMOVED, and I'm with the Office of Executive Escalations at BILL.

  
  I am writing this email to let you know that we are going to be looking into your inquiry and see what can be done to come to a solution here. For security purposes, we do not want to discuss any of your private information over the BBB portal, so we will be using our internal email systems to discuss this matter with you further.

  
  We will reach out to you with an update soon. Thank you for your patience!

  
  Best,

  REMOVEDOffice of Executive Escalations BILL