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:05/06/2025

  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.

  I signed up for expensiveness and had an initial zoom meeting with one of their ***resentatives. During the zoom, both their sales *** and I agreed this product wasn't what I was looking for. I was instructed on how to cancel and was assured that I would not be charged. They are now billing me monthly and everytime I try and cancel it won't let me unless I pay a $20 fee.

  Business Response

  Date: 05/23/2025

  Hi *******, 
  
  Thank you for the opportunity to respond to this complaint. We appreciate the chance to clarify the situation and demonstrate our commitment to providing clear, fair service.
  
  The customer originally held an annual subscription for an Expensify workspace, which they requested to cancel. As requested, the annual subscription was canceled. In accordance with our billing policy, when an annual subscription is canceled but the workspace remains active, the account transitions to a pay-per-use model. Under this model, no charges are incurred unless there is user activity in the workspace.
  
  In this case, on May 6, 2025, we informed the customer that automated activity within the workspacespecifically related to billing receipt report ID ************************* a charge. While this charge was valid under our policy, we also understand that the customer may not have intended for this activity to occur.
  
  As a goodwill gesture, we offered to fully refund the charge upon payment and confirmation of workspace deletion. We communicated this to the customer via email and promptly issued a refund of $20 on May 7, 2025, after confirming the steps were completed.
  
  We believe this resolution is both fair and consistent with our billing terms, and we remain available to assist further if needed. If the customer has additional questions or concerns, they are welcome to contact us directly at ***************************************************************.
  
  Sincerely,

  ******* *****

  Compliance Manager 

  Expensify, 

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23294178
  
  I am rejecting this response because:  Their response is a bit of a "spin" on what happened.  They did eventually give me my refund but it was only after I contacted the BBB.  It took me minutes to sign up for their service and weeks to cancel it.  I was never able to speak with someone over the phone only the bots on their website.  Again, when I signed up they were quick to pick up the phone but as soon as I wanted to cancel it was as if nobody worked there.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 05/27/2025

  Hello, 
  
  Thank you for the opportunity to respond to the concerns raised in this complaint.
  
  Upon review of the account activity and support history, we would like to clarify the following:
  1. Account Closure and ****************start="457" data-end="460"> On April 2nd, *** was advised to delete the workspace in order to avoid any further charges (see attached). Unfortunately, this step was not completed. As a result, and due to continued activity on the accountincluding automated processes previously set upa charge was incurred.
  
  2. Support Channels and *********************start="912" data-end="915"> Expensify does not offer phone support. Our support options, including 24/7 in-app chat, are outlined here: **********************************************. While *** did initially speak with a sales/setup specialist during onboarding, ongoing support is provided via chat. Our Account Managers are reserved for large customers with complex workflows. As shown in the attached chat record, our agents responded promptly to **** messages and provided real-time assistance throughout the exchange.

  
  3. Refund Process and ***************start="1468" data-end="1471"> Reviewing the support history, the chat was escalated to our top-tier support team. That team had already initiated the refund process approximately 45 minutes before *** indicated he would report the issue to the BBB, proving his threat to report to the BBB did not weigh in on our internal decision to refund the incurred charge.
  
  We hope this clarifies the situation and affirms that Expensify acted in accordance with its policies and with timely support throughout the process.

  Thank you.
  

• Initial Complaint

  Date:04/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used the Expensify billing system and collection system for several years, but in trying to discontinue the service over the past three months I have been unable to get the service subscription cancelled. When I first started out, I was a free customer for at least one year. Then they inadvertently stopped the free service and started charging me, I've never signed any annual subscription requirements, but they claim that I'm on one and that I cannot cancel it, which is completely false. I would like a refund, they charge $43.00 a month even though they don't do anything with my account for the last several months, but more importantly I want the service stopped now.

• Initial Complaint

  Date:03/12/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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've had recurring, shady issues with Expensifys billing system, and after my latest experience, I cant recommend this platform.I never canceled my personal subscription, yet it was automatically canceled due to a failed credit card chargewithout any notification that my card had declined. Somehow, my new credit card (which I never manually updated) was mysteriously applied to a Group account I never created or authorizedand I started getting charged $10/month for it.Expensifys billing system is confusing, opaque, and borderline deceptive. There was no email or notification when my new card was added, no transparency about how this happened, and no easy way to fix it. Given that I travel frequently, I expect clear, upfront billinginstead, I keep running into unauthorized charges and a lack of accountability.If youre considering Expensify, be extremely cautious about their billing practices. They make it way too easy for unexplained charges to show up, and their lack of transparency is concerning. I highly recommend looking for a more reliable alternative. ??

• Initial Complaint

  Date:02/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 opened an account with ********************** at the recommendation of the payroll app, Gusto. I have tried for over a month to close the account with ********************** and the system won't let me, allegedly an error occurs whenever you follow the instructions to close it. I have corresponded with their customer support with no resolution and when I follow up they only respond they're working on it. It is not difficult to close an account for some reason they don't want to and it is seeming as though they are an unscrupulous and fraudulent company. PLEASE HAVE THEM CLOSE THIS ACCOUNT ASAP

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 Expensify App lost the connection with my bank, when I tried to reconnect it they requested multiple documents from with personal information on it such as 1. My vehicle registration 2. My bank statement 3. copy of my drivers license front and back 4. A video recording via my phone. 5. A letter from my bank.After all this they still could not get my bank connected so it was useless, when I tried to to cancel they are charging me an extra $20 for using there chat system to try to get help from them!? They said there is no person you can speak to only a chat system. Now they have a lot of personal information about me and still cannot help me, but want to charge me an extra $20.00? This is such a scam and they now have all my information but won't/can't help me due to there faulty app.

• Initial Complaint

  Date:02/04/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Our organization decided to use the services of Expensify to manage our employee credit card reporting system. They offered a free trial period for us to use it and see if it would work as a solution for us. We set up an account with them and began implementation around August or September 2024. Unfortunately, there were so many bugs in their recent QuickBooks Desktop integration rendering the system completely unusable. I spent over two grueling days trying to troubleshoot issues with them to no avail. This is all fine and we simply decided to ditch the effort and move on. However, the trouble began when I was unable to close our account and yet they wanted to charge us. They make you go through various steps online to close your account but these steps did not work and I kept getting error messages. I reached out and at first no one even responded. Then, after reaching out again, I was instructed to do various steps in order to close the account but nothing I was told to do ever worked. We were in a free trial period through October 10th which they confirmed to me. I believe the reason I could not close the account is that there were uncleared balances on our account from August and September when they had erroneously charged us while in the free trial period. I don't know what the issue was but the "concierge" department there is terrible. They argued with me non-stop about us supposedly owing them money and told me I couldn't close our account until our balance was paid. They were unable to comprehend that we were NEVER able to use their system at all and I had been trying to close our account but they were the ones making this impossible for me. This dispute went on and on over this past weekend and into Monday until they finally conceded and sent me a message that they would waive the fees as if they were doing me some kind of huge favor and warning that they would never do that again for me! They have horrible business practices and BBB should know this.

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 a year ago and then all of a sudden my billing went from 4.99 to 16 a month w/o telling me I complained and they said they added services to my account .. I did not authorize I said to cancel and they said it is locked in for a year. They are scamming me after being a loyal customer, I like the product and only use it for receipt capture they can see that but they refuse to address the problem. They told me to do it online and I cannot navigate their website. They are scamming senior citizen … I want bill adjuste , refunded and now cancel my membership

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 utilized Expensify for business cards for a short period of time back in 2022, We have since closed our business cards more than two years ago but have continuously been receiving small charges and credits ongoing for the over 2 years despite repeatedly contacting the company to fully close out the account. We keep being told that we have to log into the account to fully close out the admin portal, which we did thought we did several times, and then eventually deleted the account. We are not longer able to log into the deleted account, despite even our tech person trying repeatedly. **************** claims they are unable to login either. Every several months a dormant and fully closed card pops back open with charges on it, even for people who have been gone from the company for years. We've tried repeatedly to fix this directly with the Expensify, and have been unsuccessful. By leaving the admin portal open but unaccessible, we are unable to control bad actors opening up fraudulent cards and fraudulent charges. We'd like to have all components of the Colorado Autism Consultants, including the admin portal, to be fully closed out for good.

• Initial Complaint

  Date:11/24/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 September, my company signed up for a one year subscription with Expensify to handle our expenses. On the 14th November, Expensify locked out account making it no longer possible to reimburse employees for expenses (which is the only service we signed up for). When we tried to cancel the subscription, Expensify said it could not be cancelled as it is a one year agreement. We would like to close the Expensify account given that they have locked out account and will provide no services.

• Initial Complaint

  Date:11/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 reaching out to file a formal complaint about Expensify due to ongoing issues with my admin account access and a lack of support from their team. I have been unable to access my Expensify account online because the multi-factor authentication (MFA) feature is not functioning. Despite countless attempts to contact Expensify support, they have not been able to provide any effective assistance in resolving this issue.For over five months, I have been unable to view charges made on the Expensify card or process any expenses, which has severely impacted my business operations. Expensify support has not offered any alternative solutions or a means to communicate directly with a representative over the phone, leaving me in a frustrating loop without a ************* the owner of the company, I find it unacceptable that there is no explanation or fix for why the multi-factor authentication has stopped working. Recently, I requested to close the account entirely, but ********************** insists that expenses must first be completed. However, without account access, I am unable to fulfill these requirements.This unresolved situation has caused significant disruption and financial strain, and I am seeking immediate action to regain account access or close it without additional requirements that I cannot meet due to Expensifys own technical issues.