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:09/26/2025

  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.

  Bill.com, a third party payment processor, has withheld a distribution intended for me. To be clear, they have no debt with me. However, theyre responsible for transferring funds, from a client they represent, to me. They have refused to do so, claiming an incorrect account is on file which stands in their way. Coincidentally it happens to be an account theyve restricted my access to so I cannot make the necessary adjustments. Furthermore, I confirmed that a test deposit did complete successfully last week, contradicting their argument that something is blocking transfers from arriving successfully. This is the second time bill.com has attempted to to withhold funds from me.

  Business Response

  Date: 09/30/2025

  Dear *******,
  
  Thank you for bringing this to our attention. We are very sorry to hear about the frustrating situation you've described regarding your payment and account access.
  
  Please be assured that we are taking this matter seriously. Our team is looking into your concern, and we will be in touch with you directly to help resolve this.
  
  We appreciate your patience as we investigate.
  
  ******

• Initial Complaint

  Date:09/25/2025

  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.

  Bill.com failed to pay $26.96 invoice from MyRacehorse billed 9/17/25. There has been zero response from Bill.com, no email, no call back. I should have received the payment $26.96 through bill.com by today and instead none of it has been processed.

  Business Response

  Date: 09/25/2025

  Dear *****,
  
  Thank you for bringing this matter to our attention. We have received your complaint filed with the Better Business Bureau, and we sincerely apologize for the frustrating experience you have had.
  
  We have reviewed the details of the invoice in question. The information, which you can also view by logging into your account, shows that your customer, Experiential Squared, **** d/b/a MyRacehorse, created an invoice to pay you on September 17, 2025. However, your customer did not schedule the payment to be sent to you until today, September 25, 2025.
  
  It is important to understand that BILL.com serves as a payment processing platform. We do not enter invoices or schedule payments on behalf of the businesses that use our service. The timing of payments is controlled entirely by the company that is paying its vendors. In this case, the delay in payment was not caused by an issue with BILL.com, but because your vendor did not schedule the payment to be sent until today.
  
  We can also confirm that you contacted our Customer Experience team twice on the morning of September 23, 2025.
  
  At 6:46 AM PST, our team correctly advised you: "According to the details, it looks like your payer hasnt initiated the payment through BILL.com yet."
  At 7:51 AM PST, our team again correctly explained: "As discussed, your customer has not initiated a payment, which is why you have not received one."
  
  While we are very sorry for the poor experience and the delay in receiving your funds, BILL.com is not at fault in this situation. Our team provided you with accurate and timely information based on the actions taken by your vendor within the platform.
  
  We hope this clarifies the situation.
  
  Sincerely,
  ****** ******

• Initial Complaint

  Date:09/18/2025

  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.

  trying to get in touch with customer service is ridiculous!! havent heard anything back from anybody! PRODUCT NOT RECEIVED AND MERCHANT WILL NOT RESPOND! Please void transaction and refund my $10,000!

  Business Response

  Date: 09/18/2025

  Dear Mia,
  
  Thank you for bringing this matter to our attention. We have received your complaint through the Better Business Bureau and are sorry to hear about the experience that led you to file it.
  
  Our initial assessment of the situation indicates that this may be a dispute with a vendor. We want to clarify that BILL's role is to serve as a payment processing platform, helping to facilitate the movement of funds as directed by our users. If there was an issue with a product or service that was not delivered, that matter must be resolved directly with the vendor.
  
  Regardless, we want to help in any way we can. Our team will triage this situation and will be reaching out to you directly via email to offer the best assistance we can provide.
  
  We appreciate your patience, talk to you soon.

• Initial Complaint

  Date:09/10/2025

  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 was awarded a grant, with Bill.com acting as the intermediary between the granting company and my financial institution. Funds were deposited into my Bill.com account on September 3, 2024, and I opted for the "instant transfer" service, which was promoted to deliver funds within hours for a 1% fee. Contrary to these expectations, the transfer did not occur instantly.After several days without receiving my funds, I contacted Bill.com on September 5. I was informed that, because this was my first transaction, I was not eligible for instant transfer and would have to wait the standard 3-5 day period for an ACH transfer. Despite this clarification, I was still charged the 1% instant transfer fee.On September 8, 2025, my bank received the funds associated with Invoice #******. However, $100.00 was withheld by Bill.com as the instant transfer fee, even though the transfer was processed via the regular ACH timeline instead of the expedited service. Throughout my attempts to resolve the issue, Bill.coms customer service was inconsistent: one representative stated I did not qualify for instant transfer, while another indicated that I did. Despite repeated apologies, my request for a refund of the instant transfer fee has not been honored.I believe I was charged for a service that was not provided, and my efforts to obtain reimbursement have been unsuccessful. I am seeking resolution and the refund of the instant transfer fee charged by Bill.com.Invoice Reference: #****** Funds Arrival: Money was funded on September 3, 2024; payout to my financial institution took place on September 8, 2025.Fee Deduction: Bill.com deducted $100.00 as an instant transfer fee.Transfer Expectation vs. Reality: The instant transfer was promoted to deliver funds within hours, but the funds were only received after the standard 3-5 day ACH transfer period.Refund Issue: Despite not receiving the expedited service, Bill.com refused to reimburse the instant transfer fee.

  Business Response

  Date: 09/16/2025

  Hi ******,
  
  Thank you for bringing this matter to our attention. We have received your complaint filed through the Better Business Bureau, and we sincerely apologize for the frustrating experience you have described.
  
  We take your concerns seriously. A member of our team will be reaching out to you directly via email to the address on file to address your complaint and work toward a resolution.
  
  We appreciate your patience as we look into this matter.
  
  Warm regards,
  ******

  Customer Answer

  Date: 09/17/2025

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

• Initial Complaint

  Date:09/09/2025

  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 was being double billed for quite some time and even had to pay a fee to merge the accounts into one. Instead of deleting the old account/user the ************************ me for a second seat and you don't find out until after the cycle completes - which they say they can't refund after that cycle is over.Who knows how many others this has happened to - it's bad business.

  Business Response

  Date: 09/16/2025

  Dear ***,
  
  Thank you for bringing this to our attention through the Better Business Bureau. We have received your complaint and sincerely apologize for the frustration you have experienced regarding the billing on your accounts.
  
  We take your concerns seriously. A member of our team will be reaching out to you directly via email to the address we have on file to investigate this matter and work with you toward a resolution.
  
  We appreciate your patience as we look into this.
  
  Warm regards,
  ******

• Initial Complaint

  Date:09/05/2025

  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.

  Bill.com opted me into an instant payment feature without my consent and then charged be a $50 fee without any recourse. I called customer support to resolve this issue, and to date, I've been on hold for 27 minutes, passed between 2 support agents, and neither had the authority to resolve the issue. They're literally talking between departments for $50. I regret ever signing up for bill.com and will no longer accept payments from customers on this platform.

  Business Response

  Date: 09/16/2025

  Dear *****,
  
  Thank you for bringing this matter to our attention through the Better Business Bureau. We have received your complaint and sincerely apologize for the frustrating experience you have had with the instant payment feature and with our customer support team.
  
  We take your concerns very seriously. A member of our team will be reaching out to you directly via email to the address we have on file to address this situation and work toward a resolution.
  
  We appreciate your patience as we look into this.
  
  Warm regards,
  ******

• Initial Complaint

  Date:08/28/2025

  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.

  I subscribed to the free version of Bill.com to invoice clients from. Shortly thereafter I discovered they were sending obnoxious email reminders DAILY to all clients which I had invoiced to remind them of invoices, most of which werent even due. When I discovered this, I changed the emails on file to my own to prevent it from continuing while looking for answers from the company. When I inquired with them, I was first given, incorrect instructions for disabling the feature. Then, after hours of wasted time, I was finally told I had to pay for the premium version in order to prevent my clients from harassed by me via Bill.com. Pressuring me to pay for services to prevent the harassment of my clients is extortion. This behavior should be met with swift consequences..

  Business Response

  Date: 09/08/2025

  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:08/28/2025

  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.

  The incident occurred on 8/25/25 when my account that I've had for years was cancelled without cause or a proper explanation. After years of having an account without issue, I added a new client to my account to process a credit card payment and began to experience all sorts of issues. After working with several customer service **** for hours receiving incorrect information, I finally rectified the situation after being informed my account has been upgraded on 8/11/25 and have to re-verify bank accounts. The client processed the payment on 8/22/25 and when it was supposed to hit my account the next business day 8/25/25, I was informed it would be delayed to 8/2/25 and then ultimately voided without explanation by the end of day. Prior to voiding and cancelling my account, they sent a numerous email, regarding case #'s, appeals, documentation without specifically requesting which documentation they were seeking or even what the issue was and a link that required me to login to my account in which I no longer could access. Honestly, I still don't have the information I was seeking. I am disappointed of the aggressive nature towards my business without cause and an explanation as well as the quick decision to cancel my account over my 1st and only miscue of a transaction. Cancellation of my account is an accusation of wrongdoing. My company has done nothing wrong!

  Business Response

  Date: 09/08/2025

  
  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,

  *****  

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23800003
  
  I am rejecting this response because: Bill.com operates in bad faith and are not sincere in their attempt to resolve this issue. 
  
  Sincerely,
  
  ***********

  Business Response

  Date: 09/16/2025

  Thank you for your patience while we reviewed your appeal.
  
  After a thorough review, we must uphold our decision to close the account. This decision is the result of a review by our underwriters, which is a necessary step we take to protect our platform and our customers. We apologize for the inconvenience this causes.
  
  This decision is final and made in accordance with our Terms of Service (Section 7.4). We also want to note that this same message was shared with you directly via email on August 29.
  
  We understand this is not the outcome you were hoping for and wish you the best in your future endeavors.

  Customer Answer

  Date: 09/18/2025

   
  Complaint: 23800003
  
  I am rejecting this response because: Bill.com hasnt given a specific legitimate reason as to why they choose not to do business with my company.
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:08/20/2025

  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.

  I used bill.com to send $36k to my vendor in the **************. For two months bill.com swore that the transaction was successful despite my vendor claiming they never received the funds. After months of phone calls, emails, and obfuscation, I was eventually told that there was an ******************************* (****) hold on my funds, but was offered no other explanation, proof of the hold, or paths to resolution. Days later, they still haven't provided any evidence of the **** audit and have still offered no resolution.

  Business Response

  Date: 08/20/2025

  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:08/20/2025

  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.

  Hello, I have been trying to verify my account over 6 months to collect payment from a vendor. I have sent several emails regarding my account and even received an email stating that my account has been verified. As of August 19, 2025, I have not received payment from my vendor. I have reached out several times to get this matter resolved but have not received the proper assistance so that I can get paid.

  Business Response

  Date: 08/20/2025

  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,

  ****** *.