ComplaintsforExpensify
Project Management Software
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/06/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We have been with Expensify since 2014, never really had an issue other than strange calculations for pricing. In 2020, we tested out the Expensify card to see if it would help streamline our company expense tracking. We didn't like it so I requested through the concierge service to cancel the cards. They told me I couldn't cancel them but we could set all spending limits to $0.00 to deactivate the cards. We have not used the cards since 2020. In November of 2022 we had $9,500 of fraudulent charges on one of our "deactivated" cards. I immediately chatted with them through concierge chat (because you can't call them for support) to which they said someone hacked into our account and changed the limits on some of the cards. I changed the limits back to $0.00, changed my password and activated 2 Factor Authentication (2FA). They were mostly helpful during this process. However, when I asked how we go about getting the $9,500 back they said because we didn't have 2FA activated that it was our fault and would not be reimbursing us. I asked to speak to someone higher up and they assured me I was speaking to the right person. I asked what more could be done and they said **** had denied our dispute and that's as far as it could go. I was given no documentation on a denial from ***** The next day I logged into our account and multiple cards had opening balances higher than $0.00 and our overall credit limit for the business had been increased by almost $10K! I asked for ****** contact info so I could dispute the charges personally, they would not answer my request. I called googled the number for **** and they said they needed the entire card number in order to look into it but we do not have any of these cards in our possession. I asked concierge for the card numbers and they told me it was against their privacy policy to give out that info. We have since filed a fraud report with the ************************ in an attempt to have this looked into further.Initial Complaint
11/07/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I received an email from Expensify concierge on Friday November 4 2022. I replied asking to unsubscribe and to remove my information from their system as I have never opened an account. Expensify concierge acknowledged that I was unsubscribed and told me to login to cancel the account. I have never opened an account with Expensify nor do I wish to provide personal information to log in to the account and reset the password so I can deactivate. Expensify concierge continues to refuse to close this fake account. There are 8 emails of me asking to close and Expensify has refused to do so on ever reply. I ask that Expensify close this account immediately without me having to login/reset a password for an account that I never created.Initial Complaint
11/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Expensify utilizes a deceptive and manipulative downgrade process meant to catch paying customers off guard and extract another monthly payment at the end of their subscription. Thinking I was cancelling my "annual subscription" and being finished with the product on 10/13, I received a surprise charge on 10/31 for $39.67 because I didn't take multiple extra steps they deem required for their cancellation process that I was bound to upon cancelling my annual plan.When I "cancelled", I was automatically moved to a "monthly" plan with a higher fee, and needed to manually downgrade using a confusing process that I consider a "gotcha". They require a user to take extra steps after cancelling that is not standard, nor typical of a software company. They make it difficult and confusing on purpose. The only communication of my additional obligations came through their "concierge" chat service after I thought I cancelled, and the email they sent lacked any kind of "next steps" to complete a cancellation. The email was filtered into my spam because of the sender.Please look into the way Expensify deceives customers with their downgrade/cancellation process I feel is intentionally designed to trick paying customers and extract additional money from those who aren't. I had been a paying customers for nearly 3.5 years and spent over $600 with Expensify, and they were unwilling to process the original refund of $39.67 I asked for. In the software, Expensify counted their own "invoice" as "usage" despite no other usage for the original intent of the software, and were unwilling to refund the $39.67 charge they made on 10/31 that I asked for on 11/1. Expensify then tried to charge me again for $39.67 today on 11/1 when I completed the deceptive process, but refunded that. The way this company does business is harmful to customers and their rigidity and small/fine print is worth scrutiny.Initial Complaint
11/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hello, Expensify locked the bank account from being used so we cannot use the features we initially planned to make payments to vendors. I requested for the account to not be billed because of this, however I have seen three monthly charges since then and have spoken to multiple reps on getting this money back and the account cancelled. Attached are the receipts for all charges made that I'd like Expensify toInitial Complaint
11/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I used expensify for years, decided to upgrade to the paid version, hit a button 2x's by mistake and was double billed for a year. Called Expensify and was told I was locked in for double payments and that I couldn't get out until I finished out the year. I complied, was told this would end in October. I selected the DO NOT RENEW on the account and deleted the app and thought it was over. Now I'm being told I have to somehow get back into my account and cancel the account. I tried, it's asking me to create a new account and I fear if I do they will bill me for another year. All I'm asking for is to be set free from this, they double billed me for a button click mistake, I complied and paid for my click mistake and now I have requested several times in writing that they cancel, delete, my account and please leave me alone. But I'm getting emails saying if I ado not find a way to log back into my account and cancel it myself they plan to start charging me again!! How do I a make this end? Please help...Initial Complaint
10/27/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
********* previously utilized the services of "Expensify" and its expense platform for our business and employees. When communication was provided that we opted to move onto a new platform, the "Expensify" concierge provided guidance that was inaccurate and did not provide the desired outcome of offboarding the platform thus we incurred additional charges as we were still technically a "customer" as we still had presence on their platform.I was informed that they (Expensify) had NO ability to remove a customer since the account *** hold financial data.After 6 weeks we managed to get all of our employees removed and "close" the account per the Expensify concierge.The complaint is that Expensify has NO ability to administer their platform in such a manner to prevent anyone from signing up and being associated with an account if they have EVER been a customer in the past. This company and platform effectively "Tattoo's" any business into their system without providing this information during sign up and is tantamount to stealing money from those that *** inadvertently sign into the platformInitial Complaint
10/02/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
U can't cancel my account. I told them to cancel it and they say they cant. I want them t cancel the account.Initial Complaint
09/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Over the last 7 weeks, the Expensify service has failed to maintain uptime in connection to a hosted third party accounting software. A major part of the Expensify service is the connection to sync expense reports from its web-based platform and post transactions into a variety of third party accounting software packages, including the one that Phobio uses. We have spent several man-days trying to troubleshoot the problem with very little assistance from Expensify's "concierge" support, which is chat only, no live/phone support. Finally, I pressed the company to offer a credit for their significant downtime on this major third party connection service. Their response was to blame the third party software maker. Expensify also was unable or unwilling to provide a quote for how long it would take for them to restore this service. How can Expensify, as an integrated application software provider, consider a failure to properly maintain the software protocols needed to facilitate connectivity and uptime, blame the third party software company, and also not provide any sort of financial restitution for the major loss of functionality and service? At the very least, an appropriate financial credit for the existing two months (and expected future time) of downtime would be a reasonable attempt at restitution.Initial Complaint
08/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I started a trial account with Expensify to test the system. It did not work out and now they will not allow me to cancel my subscription and say that I must pay them monthly even though we are not using the service.Initial Complaint
07/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Expensify is advertising a price. And their sales department who helped set up our company is telling us that price. And then we are charged another price. I have Brought this to their attention and they will not budge. We are a small non profit. Please help. I can Share the screen shots with you. Basically they are charging me $36 per user and will not budge. Ive been on the phone with them for multiple hours. I drew *** a decision tree to help explain.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
41 total complaints in the last 3 years.
9 complaints closed in the last 12 months.