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:04/03/2025

  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.

  The issue started in February, 2025 when I received a payment from the New ********************** through bill.com. In trying to access my payment there is an icon that says, "Pay me now." Thinking that meant an immediate deposit into my checking account i pressed that icon. However, what happened is that I was immediately registered for something called, "Invoice Financing." I don't know what that is. I didn't want that and I did everything I could to negate that process, but to no avail. I sent emails, talked to the on line AI robot but wanted to talk to a real person. This is practically impossible. However, I finally was able to get someone on the phone, but that person merely talked in circles and did not change the status of this problem. The result of being registered for invoice financing is that bill.com began deducting $97.87 from my checking account on a monthly basis. So far they have taken two monthly payments. I have no idea what this is about. I believe their website is deceptive. I feel taken advantage of and I have reported them to the authorities. After hours of trying to fix this problem, I decided to look for their on line agreement to see if there was something I might do. Their agreement for invoice financing is almost 30 pages long. Are you kidding me?

  Business Response

  Date: 04/24/2025

  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:03/20/2025

  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 is a parent platform used to pay vendors and get paid by clients. I have been on their free offering for a few years, which allows me to be paid by clients who use Bill for their accounts payable. In Jan 2025 I accepted a free, one-month trial which would allow me to pay my vendors. The service was bad, so I did not convert to a paid account. The last notification on Jan 23 let me know that the trail was ending and I would need to subscribe to continue. See article 1. In February, I logged into Bill to check something on my settings in the free plan. It would not let me access my usual info and asked for my bank details in case there were future payments due. I was not worried about this because the trial had ended so I entered my details in order to access the platform again. A few days later, I saw Bill had charged me for a month of service. Figuring they had sneakily kept me on the paid plan past the trial, I figured I may as well use the paid service that month then cancel. But when I tried to pay a vendor, it was rejected because I was on the free plan. When I checked the invoice, they had billed me for a period from Dec 2023 to Feb 2025 i.e. 14 months when I was on the free account and one month when I was using the free trail of their paid features. Please see article 2. I have requested payment several times with them and it has been denied, with differing stories coming from the Bill representatives each time.

  Business Response

  Date: 03/21/2025

  Hi ******,
  
  We have received your complaint and we apologize for the trouble that you have experienced. What you have shared is certainly not normal. We have created support case ******** and will reach out to you directly to help address and resolve this.
  
  Thank you,
  ******

• Initial Complaint

  Date:03/18/2025

  Type:Order 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 bill.com account was wrongfully flagged for fraud and deactivated. There was no basis for bill.com to do this. I called contacted customer support to reactivate the account and was told that no payments would be processed until documents to verify identity were submitted. I had (and still have) concerns about the security and data protection practices of bill.com. Nonetheless, I complied and submitted all necessary documents to verify my bank account ownership and identity. As of today, however, bill.com as refused to resolve the case, even though they received everything that was requested. All my documents are valid and I am the rightful owner of the bank account listed on my ****************** profile. This is causing severe emotional distress, in addition to financial distress if no payments are processed. I am no turning to BBB to please help for a resolution to this.

  Business Response

  Date: 03/18/2025

  Dear ****,
  
  Thank you for bringing your concerns to our attention. We understand your frustration regarding the delay in receiving your funds, and we sincerely apologize for any inconvenience this has caused. Especially in today's economic climate, we recognize the critical importance of timely fund transfers.
  
  We have noted that you currently have an open case with our underwriting team. KYC (Know your customer) checks are a standard practice within the financial industry, designed to ensure the security and integrity of all transactions. These procedures are in place to protect both our customers and our business. To specifically address your concerns about the delayed funds, we have created support case number ********. This will allow us to track and manage your issue efficiently.
  
  Our team will be in touch with you shortly to provide updates and assist you in resolving this matter as quickly as possible. We are committed to providing the best possible support and will work diligently to find a resolution.
  
  ******

• Initial Complaint

  Date:03/18/2025

  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 received a payment of $500.00 on 3/12/25 through Bill.com which was stated to be received in my bank account on 3/17/25 by **********************. On 3/16/25 I tried logging into the website and couldn't access my account. On 3/17/25 I contacted support and they said my account was terminated but I could appeal to have it reopened. I appealed and was denied. So here I am on 3/18/25 with no access to my account or invoices and no access to the money I was supposed to receive in my bank account yesterday.

  Business Response

  Date: 03/18/2025

  Hi ******, thank you for your patience and for bringing your concerns to our attention.
  
  We have received your complaint and are currently reviewing the details. We do have a KYC (Know your customer) process which is fairly standard for most companies that move money. Given your description, it does appear that your concern may be tied to this process. To ensure we address your specific needs efficiently, we have created a support case for you: ******** - our team will be reaching out to you directly via this case to assist.
  
  Best regards,
  ******

• Initial Complaint

  Date:03/18/2025

  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 called to cancel our account with ************************* did all steps required of company, gave them the 20+ days to cancel.We received an email stating that the account is being cancelled, and they assure that no charges will happen during this time.9 days later, we had their monthly transaction of $59 charged to our account.After an hour + on the phone, they tell us they will not reimburse this fee.I don't even care so much about the money, but I want others to know what kind of company this is, and know their business practices.

  Business Response

  Date: 03/18/2025

  Hi ***** - Thank you for reaching out to us. We hope you are doing well, and we sincerely apologize for the inconvenience you've experienced.
  
  We understand your request for a refund and want to assure you that we are taking this matter seriously. To ensure we address your concerns thoroughly and efficiently, we are creating a dedicated support case (********) - a member of our team will reach out to you directly very soon to review your request in detail and provide personalized assistance. We are committed to resolving this for you as quickly as possible.
  
  ******

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23078480
  
  I am rejecting this response because:

  You have not done anything other than to say you will look into it.

  When we called with this same information, after putting us on hold for 45 minutes, you came back and said , basically -- Tough, we won't be refunding the money.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/21/2025

  Hi ***** - we understand your frustration. I am copying below the email that we sent to you directly yesterday. Please let us know if you have any additional questions. You were charged a prorated amount during the time your account was active, prior to the cancellation request.
  
  ----

  Dear *****,
  
  Thank you so much for taking the time to share your feedback about our services on the Better Business Bureau website. We truly value your insights, and we're genuinely sorry to hear that you experienced any inconvenience or dissatisfaction. We understand how frustrating that can be.
  
  Please know that your concerns are very important to us and we've shared them with our team right away. We've carefully looked into the issues you raised, and we're committed to resolving them as quickly and efficiently as possible. We want to make sure we address any challenges you've faced.
  
  We understand that the account for *********** was closed on March 3, 2025. Just to clarify, our billing process is a month in arrears, which allows us to account for any service fees incurred during the month. Your billing period has always been from the 7th of the prior month to the 6th of the current month. We've attached the final billing statement for the period of February 7, 2025, to March 6, 2025, for $59.00. We want to assure you that no further charges have been applied or will be billed since your account was closed.
  
  We're here to help in any way we can. If you have any further questions or concerns, please don't hesitate to reach out. We're happy to talk things through and provide any additional information you need.

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 23078480
  
  I am rejecting this response because: If this is the case, why did the representative not tell me this after putting us on hold for about 20 minutes?  He just said no he would refund this amount.

  This is very poor customer service.  When we first called to close the account, they told us the account would be closed and no further charges would be added to our account.  

  Then when we were charged, and called to find out why, we were told we only cancelled on the Spend and Expense side, we needed to also cancel on the Bills & Payables side -- something that was never mentioned in the first call.  Yet they did not have a direct phone number for the "Bills & Payables" side.  You either do a very poor job of training your people, or you are just unethical and just create another excuse to charge yet another month's service fees.
  Of course, now with the account closed, I cannot login to see when our first charges were, and when did the first service charge came in to see if the $59 is actually charged at the end of a cycle.  This does not sound accurate.

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

  Business Response

  Date: 03/25/2025

  Hi *****,
  
  
  I understand you might have some questions about your final billing statement. Our team has created a case (********) and reached out to you already, and we've also provided a copy of the statement.
  
  
  We want to make sure you have all the information you need. If anything is still unclear or if you have any other questions, please don't hesitate to reply to case ********. We're here to help and would be happy to assist you further.

• Initial Complaint

  Date:03/13/2025

  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 a business trying to receive payment from a client through Bill.com, but we are unable to access our account. Despite multiple attempts to resolve the issue, Bill.com refuses to assist us. Their phone support is uselessthey direct us to an ineffective chat system where no real solutions are provided. Instead of fixing the issue on their end, they are demanding that we change our accounting processes to accommodate their system failures.Bill.com is actively preventing us from receiving money owed to us, creating unnecessary roadblocks rather than providing actual support. Their lack of accountability and unwillingness to help is completely unacceptable for a financial service. We seek immediate resolution of our account access issues and the ability to receive our payment without being forced to alter our accounting practices to cover for their system's shortcomings.

  Business Response

  Date: 03/13/2025

  Dear *** - Thank you for reaching out to **. We understand your frustration and are here to help.
  
  We recognize that you contacted our customer support team earlier today, and we understand the disappointment you felt when you were informed that your account could not be reactivated due to exceeding the 90-day reinstatement period. We see that your account was canceled on August 1st of last year, placing it outside of our standard 90-day reinstatement policy. While we acknowledge that your account is beyond this threshold, we want to assure you that we will still carefully triage your request. We will explore all available options to see if there is any way we can assist you.
  
  We deeply appreciate your patience and understanding as we investigate this matter. We will be in touch with you directly at the email address you provided as soon as we have an update.
  
  We have created a support case ******** and sent you an email to help address this concern.
  
  Best regards,
  ******

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23061630
  
  I did receive an email and a phone call that was very helpful. However, when I try to respond to the email with requested documentation, your server rejected the email and said I needed to login in order to respond. But of course I cannot login. We are in a Catch-22
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 03/14/2025

  Hi *** - thanks for the follow-up. I'll have my team reach out to assist with the documentation process. Many thanks for your patience.
  
  ******

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23061630
  
  I am rejecting this response because:

  All I wanted to do was receive money from clients to a business, not a person.  The amount of documentation required was prejudicial and absurd.  Bank balances and transaction amounts were redacted from the provided documentation because they are irrelevant to depositing money into the account.  When questioned about why they would need full information about that, they ghosted me and sent me a "rejection" letter.

  Sincerely,
  
  *** *****

  Business Response

  Date: 03/25/2025

  Hi ***,
  
  
  I hope this message finds you well.
  
  
  We've created a dedicated case (********) to help with any questions or concerns you might have. As part of our review process, we do need to verify both your identity and the legitimacy of your business. To ensure financial stability, it's important that the bank statements provided are unredacted.
  
  
  If you'd like to proceed with the review, please respond to case ********. We're here to help and are happy to assist you further.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23061630
  

  What does "Financial Stability" refer to in this context? These are deposit-only accounts with over a year of transaction history. It is unclear how unredacted information such as specific balances and transaction details is relevant. If additional statements are required to demonstrate account history, those can be provided. However, sharing detailed balances and transactions (beyond dates) unnecessarily exposes sensitive client information, which I am not willing to disclose.

  We are simply trying to receive payments from our clients through BILL.COM, not send money. For that purpose, even a valid empty bank account should be sufficient. Our goal is to make the process easier for our clients and to encourage the use of BILL.COM as a payment platform.

  You are welcome to run a credit check on the business or review our DUNS number. There are options available, and I would be happy to discuss them.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 03/31/2025

  Hi, I hope this message finds you well.
  
  
  I understand your concerns and frustration regarding the account review process. Please know that this review is a critical step we must take to maintain compliance with the regulations set by our banking partners. These guidelines are in place to ensure the security and integrity of all accounts, and unfortunately, they cannot be altered.
  
  
  I recognize this process can be challenging, and I sincerely apologize for any inconvenience or stress it may be causing. If you'd like to discuss this further, or if you have additional questions, the escalations team is more than happy to help. Please respond to case ********, and we can arrange a call, email exchange, or Zoom meeting at your convenience. We're here to provide clarity and support.
  
  

• Initial Complaint

  Date:03/07/2025

  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 formal complaint against BILL.com due to their unjust account termination, lack of transparency, and poor business practices.Background I opened a BILL.com account to facilitate vendor payments and integrate bookkeeping and bill pay services. After successfully processing transactions, my account was placed under review. BILL.com requested verification documents, which I promptly provided, including:Business bank statements Articles of ******************* documentation Government-issued ID The morning after submitting these documents, I received a call to verify my account. Despite successfully completing verification, I later received a notice of account deactivation without explanation. I immediately filed an appeal, asking for clarification and offering additional proof. BILL.com refused to provide a reason, citing their Terms of Service and stating they could close any account at their discretion.Why This is a Serious Issue Lack of Transparency BILL.com refuses to disclose why my account was terminated, leaving businesses unable to correct any issue.Poor Customer Support Despite multiple escalations, no representative provided meaningful assistance.Unjust Business Practices BILL.com accepted and processed payments before suddenly suspending my account, causing financial disruption.Impact on My Business Delayed vendor payments, affecting operations.Disrupted bookkeeping and bill pay processes, forcing me to migrate to another platform.Loss of trust in financial platforms due to arbitrary closures.Requested Resolution I request that BILL.com:Provide a detailed explanation for the ****************** and reconsider their decision or allow me to correct any issue.Improve policies to ensure transparency for business owners.If BILL.com refuses, I urge the BBB to investigate their termination policies, as these closures harm small businesses.Thank you for your time. I look forward to your response.

  Business Response

  Date: 03/10/2025

  Hi Ashuti - thank you for your feedback. We understand your frustration regarding the status of your account. We have created support case #******** to address your concerns. A member of our team will be reaching out via email shortly to provide further information. Please reply to that email if you have any additional questions. We appreciate your patience and understanding.

• Initial Complaint

  Date:02/24/2025

  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.

  My account was approved on 2/7 and I was generated into a bill cycle for 1/14-2/15 and are one purchase before my account was flag for fraud and then took 5 days to remove fraud hold then my limit was decrease by $1500. I call several times and was told this what I signed up for which is incorrect. Ask to speak to supervisor and first initial conversation with supervisor stated this is weird and never seen issue like this happen before and proceeded to state we will get this corrected but few days later by email he stated its correct but doesnt make sense. The service behind this product is terrible and not being able to correct the mistake is a crime. This is a corporate card where payment is due every 30 days in full and thats what I sign up for not to be charge a payment a week later after it took 5 days to actually utilize the card for my business.

  Business Response

  Date: 02/24/2025

  Hi ****** - thank you for your feedback. We understand your frustration regarding the issues you experienced with your account, and we apologize for the inconvenience and confusion this has caused. We have created support case #******** to thoroughly investigate these concerns. A member of our team will be reaching out to assist you. Thank you.
  

• Initial Complaint

  Date:02/14/2025

  Type:Delivery 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 been paying 9.99 for *******, which guarantees payment received by vendor same day. Confirmations indicated arrival date (same date as initiating FastPay).Our vendors have been complaining that they are not receiving their FastPay until one additional day and/or over the weekend if FastPay is made on a Friday. According to **, they should receive it same day, if made before 1pm (EST) cutoff, which we initiate way before then.This is a total scam to guarantee payment delivery date and then it gets delayed up to 2-3 days. We will be moving to a different provider, as bill.com's upper level support was over a 45 min. hold time. When they called, the call was disconnected (after waiting close to an hour) and bill.com didn't have the decency to call back. Bill.com is a very insincere company that could care less for the service they provide.

  Business Response

  Date: 02/14/2025

  Hi ****** - thank you for your feedback. We understand your frustration regarding the FastPay delays and the difficulty you experienced with our support team. We have created support case #******** to investigate the ******* delivery issues you described. A member of our team will contact you shortly to discuss this further. We apologize for the inconvenience.

• Initial Complaint

  Date:02/06/2025

  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.

  To Whom It May Concern,I am writing to file a formal complaint against BILL regarding unauthorized charges and the unresolved cancellation of our accounts.On 6/11/2024, we canceled all known accounts we had with **********************. Despite this cancellation, we continued to be charged $327 per month. Over the ensuing period, we attempted to contact BILL multiple times via phone and email, seeking a resolution to cancel these charges, but our efforts were unsuccessful.On 11/8/2024, I emailed a representative named ****** at the customer helpline and subsequently sent three follow-up emails. Unfortunately, we received no substantive response; tickets were closed without any resolution provided.With no other options available, we disputed the unauthorized charges with our credit card company. However, the dispute was denied due to the existence of a mysterious account under our namean account we were previously unaware of.We respectfully request the Better Business Bureau's assistance in resolving this matter. We insist that BILL immediately cancel the unauthorized account, refund all improperly charged amounts, and provide a clear explanation regarding the existence of this mystery account.Thank you for your attention to this complaint. We look forward to your assistance in ensuring that our concerns are addressed promptly and that this matter is resolved satisfactorily.

  Business Response

  Date: 02/11/2025

  Hi ***** - we have received your review and apologize for the experience. We have created support case #******** to investigate the unauthorized charges and account issue. We will be reaching out via email to assist and discuss this further. Thank you.