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Business Profile

Project Management Software

Expensify

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Project Management Software.

Complaints

Customer Complaints Summary

  • 45 total complaints in the last 3 years.
  • 15 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/01/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 canceled the subscription over one year ago and they are still charging me the monthly fee. I changed my credit card number and filed a complaint with the bank, but they are still charging me. I have contacted their customer service department 4 times and each time they agree to cancel, but they keep charging me.

  • Initial Complaint

    Date:07/25/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 had a subscription with Expensify. My subscription was a yearly subscription ending July 1st 2023. I asked in April 2023 if I could close my account and cancel my subscription. I was told the subscription would end on July 1st and my subscription would be ended (chat log attached). After July 1st I went on Expensify.com and they told me my account was not closed. I explained to them that I asked for it to be closed and they told me it would be closed on July 1st. They told me there was a check box option to auto renew. This is devious. I explained to them that I was told my account would be closed. There was no mention of anything I needed to do to close the account. I have asked many times over the last week to close my account but they still charged me $40. To resolve this complaint they need to refund my $40 and fully close my account.

  • Initial Complaint

    Date:06/26/2023

    Type:Order Issues
    Status:
    Unanswered
    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 use Expensify in November of 2022. I have found the product not very useful for my business and asked to cancel the service. I have only used the service one time since November of 2022 but pay for two users/month on the platform. I never signed an agreement with the company and am simply asking them to stop charging me.

  • Initial Complaint

    Date:06/23/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 sign myself as ********************** in Expensify to allow me to submit my work expense report and repayment. The Expensify setup doesn't work, and I failed to link my account to that of my employers successfully. I have constantly asked Expensify why it fails, and they can only reply that I'm outside my company policy, but HR has ensured that I am included. I asked Expensify to remove my account, and they have yet to do so.

  • Initial Complaint

    Date:06/12/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Expensify is a SCAM. We entered this company thinking it would help solve receipts. Its just a money grab. They provide a tool that does not work as advertised. Yet we were stuck in a 1 year contact, if we wanted support CHAT ONLY. If you log in it is considered activity per the Terms of agreement. SO to cancel you must login and you will be charged $36 per user to cancel a policy on day one. This is a bait and charge process. We need Laws to protect the consumers rights on applications and the data we have requested to be deleted or canceled. I have now spent 7 Days on chat (no phone number) requesting an itemized list of activity to prove the billing of $72 for 2 active users that are me. I have requested this itemized list to substantiate the right to bill. They have yet to provide this information. As a warning don't sign up for this service, you will never be released... I am formally requesting that I be returned / refunded for $72.00

  • Initial Complaint

    Date:05/04/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    At the beginning of 2023 they launched a new customer service chat. When I signed up, the person on the other end of the chat actually cared about what issues I was having and would actually call me. Now, the other side of the chat doesnt care about the issues, very non empathetic, they cant call me, and they wont transfer me to a supervisor. Subscribed in October 2023 $10/mo, jumped up to $30/mo april 1 Subscription says $10/user for annual agreement or $20/user for pay-per-use Wont cancel me because Im on the annual agreement but Im getting charged for pay-per-use Never agreed to pay $20 more per month to have an additional log-in Only reason I subscribed to their service is Expensify committed to providing a debit card that would consolidate my purchases and help keep track of expenses However, I never received the card. I reached out to them asking when Id be receiving the card in December 2022, Jan 2023, and March 2023 but no answer The Expensify Team published an article and updated it on April 21, 2023 stating the Expensify card ??No additional fees and no interest: Thats right, the Expensify Card comes completely free with your Expensify account, with no fees, no interest, and no commitment.

  • Initial Complaint

    Date:04/24/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 participated in an online product feedback session with Expensify on 4/6/2023. I was offered $250 payment for my time. I was never compensated after the session occurred

  • Initial Complaint

    Date:03/30/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 bookkeeping firm that serves churches all over ******. Unfortunately, we encouraged our clients to use Expensify. We have since started to use our app that does the same service as Expensify. We have attempted to cancel all the accounts for all our clients. However, they continue to bill them and I have spent hours and hours corresponding with them to get this resolved and I have taken every measure they have asked us to take to close the account so that they will no longer be billed but it does not work. They are deceptive and are now I believe fraudulently taking money without consent from all of our clients. This is impacting our relationship with our clients and impacting our practice.

  • Initial Complaint

    Date:03/19/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Total paid: $1,659.60 Refund demand: $1,659.60 Expensify engages in false advertising to promote a shoddy product that has inflicted harm to our books. It takes countless hours to configure, has multiple irreconcilable glitches, and demands a catastrophic amount of labor to repair the harm it has done to our books. We demand a full refund for all fees paid.False claims (from expensify.com):"Our Expensify receipt scanner allows you to snap a photo of your receipt and SmartScan automatically captures all the details in an expense report"> The SmartScan feature compulsorily marks all incoming receipts as "Cash" transactions. It can't even tell if an expense is paid by credit card even when the receipt displays as much."confirm the validity of each transaction"> Expensify routinely sends invalid or incorrect transactions to bookkeeping software."Automatic receipt merging and coding"> Expensify routinely sends credit card transactions to the wrong account in the chart of accounts."Sync your accounting system automatically with Expensify to save time"> Expensify creates the need for countless hours of labor to configure settings that don't work and to undo all the flaws it's automated features make and harm it does to your accounting register."no manual data entry required"> More manual data entry required than when we weren't using Expensify--and it still doesn't do what it claims!"complex configurations to suit any Fortune 500 companys financial needs"> Please name one Fortune 500 company that uses Expensify. Name any company that has used Expensify for longer than the initial contract.

  • Initial Complaint

    Date:03/17/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Expensify is a phone and website app for tracking expenses.On 2/16/23 I contacted Expensify for the first time regarding this matter - that I was able to login due to a 2FA issue as a result of having to change phones. The "Expensify Concierge" stated the only way to reset 2FA was to open a second account and verify the domain (namely quincestreet.com). I began to follow their instructions that day however their instructions were incorrect and their system had bugs preventing such verification. Over the course of more than 3 weeks this continued as I sent screenshots of the bugs and "Expensify Concierge" continued to change the story. Some times the option was available to "verify" on the portal and many times it was not. Proof that the "Expensify Concierge" did not know what they were doing is patently clear in 1) screenshots sent to them showing the options were not available and 2) their continued insistence that screenshots they sent in email could be viewed outside their chat system....they cannot.On 3/1 Expensify said they had closed my accounts as I demanded of them a refund and deletion of all data. Mere hours after that I was charged for yet another month.At such point I messaged their CEO (*************************) and their Legal Department...neither responded.On 3/2 Expensify insultingly stated their instructions were correct despite proof otherwise and that they would provide no refund.As all data from 2022 is lost the demand of Expensify is a refund of all attached receipts 1/1/22 - 3/1/23 and confirmation the data is permanently deleted.They have unjustly enriched themselves in the most legal sense of the term.

Expensify is NOT a BBB Accredited Business.

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