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:06/25/2025

  Type:Service or Repair 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.

  This company engages in false advertising practices. They sent me an email with an offer to earn a $50 gift card if i attended a demo of the product. I demoed the product, and actually thought it would be quite helpful for my business. However, i waited to see if they would follow through on their promise, but they did not. I emailed multiple times asking for my gift card, but they either did not respond or said it was lost in my spam box. This is false advertising. I wouldn't trust this company.

  Business Response

  Date: 07/05/2025

  
  
  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.
  
  

   

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ********************** reached out to me, verified that I had not received the gift card, and promptly corrected their mistake. Well done. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/11/2025

  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've been a user of ********************** for the longest time. I've received countless amount of direct deposits from my employer with Bill.com. Just recently, I had acquired a new client and they wanted to pay me with a credit card. I spoke with customer service and they suggested that I sign up for one of their paid plans, which I did. The free plan didn't include any payments with credit card so that's why I signed up. I did send an invoice to my client and they did pay me. However, I just noticed that Bill.com was requiring me to send documents to prove my identity, which I did. I sent everything and then they closed my account out of nowhere with a horrible excuse. They don't state why they closed my account and I find it very shady. Why close my account when I've been a user for a couple years over this? I am asking for my account to be reinstated so I can get my payments. They are holding my payments hostage and IT IS ILLEGAL and I would like my payments back. I don't want to hire an attorney but if I have to, then so be it.

  Business Response

  Date: 06/17/2025

  HI Kristopher, 

  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,

  Brandy M.

• Initial Complaint

  Date:06/09/2025

  Type:Billing 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 am an individual 1099 contractor who uses Bill.com only to receive payments from clients. I did not sign up for any paid services, nor do I issue invoices or use advanced features. Despite this, Bill.com has issued me a bill for services I never knowingly agreed to and locked me out of my account due to nonpayment. This has been going on for over two months.Each time I try to resolve the issue via their chat support, it takes 20+ minutes to get connected, and then the responses are very slowsometimes taking 5 minutes or more between replies. This makes it nearly impossible to resolve the issue in one session, especially when I have work and family responsibilities. I've tried to explain that I just receive payments and should be on a free plan, but support keeps telling me I must log in to downgrade my account. Unfortunately, I cannot log in because the account is locked due to the charge. It's a catch-22 situation.There is no phone support and their email support has been unhelpful, repeatedly directing me back to the login screen I can't access. I'm being charged for something I never signed up for and now cant access the account to even address it.The charge is around $20, but it is not legitimate, and I do not believe I should have to pay it. I'm requesting that this bill be voided, my account either downgraded or closed, and that I no longer be contacted about payment for a service I never used.Bill.coms support structure has made it impossible to resolve this issue through normal channels, and I am left with no other way to escalate it. I would appreciate your assistance in getting this resolved.

  Business Response

  Date: 06/09/2025

  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,
  ****** M

• Initial Complaint

  Date:06/09/2025

  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 have not received a clear explanation regarding what triggered the recent request for additional documentation, nor have I been given satisfactory details about how any data I provide would be stored, shared, or safeguarded. Due to these unresolved concerns, we are choosing not to proceed further.After reviewing numerous similar complaints filed with the Better Business Bureau, it appears our account may have been preemptively flagged for closure. I am formally requesting that all remaining funds on our prepaid account be returned via the *** information currently on file.i have also email the fallowing people to get some resolution, still have no [email protected]; ****.*******@hq.bill.com; *****[email protected]; [email protected]; *****.*******@hq.bill.com; ***.****@hq.bill.com; ****.******@hq.bill.com; ****.*****@hq.bill.com

  Business Response

  Date: 06/20/2025

  
  Hi Michael, 

  
  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,

  Brandy M

• Initial Complaint

  Date:06/02/2025

  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.

  Issues with Bill.com Payment Clearing On May 2, 2025, we signed up for Bill.com and processed our first invoice payment via ACH. The initial clearing date was set for five days out, but this date was repeatedly pushed back to May 12, 2025, then May 15, 2025, and finally May 20, 2025.We then contacted Bill.com support. An agent initially stated there were no issues and suggested our bank might be rejecting the deposit. "*****" from support offered to trace the payment and committed to sending an email report within 24 hours.The next day, ***** messaged us stating the deposit hadn't been received because it was now scheduled for May 23, 2025. We explained to ***** that the deposit date continued to be delayed. The following day, ***** requested "documents" from us. We immediately responded asking for clarification on which documents were needed but have not yet received a reply.

  Business Response

  Date: 06/03/2025

  Hi DeAmber,
  
  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: 06/04/2025

   
  
  Complaint: 23392234
  
  
  
  I am rejecting this response because: I have not received payout to my account the issue has not been resolved 
  
  
  
  Sincerely,
  
  
  
  Deamber Johnson

  Business Response

  Date: 06/09/2025

  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,

  Customer Answer

  Date: 06/10/2025

   
  
  Complaint: 23392234
  
  
  
  I am rejecting this response because: It has been 30 days please release held funds amount $290 
  
  
  
  Sincerely,
  
  
  
  Deamber Johnson

  Business Response

  Date: 06/17/2025

  Hi DeAmber, 

  I hope this message finds you well. As
  part of our Know Your Customer (KYC) protocol, we are occasionally
  required to request additional verification information. While this may
  at times seem inconvenient, it is essential to maintain a secure
  platform and prevent any misuse of our services. In this instance,
  following a comprehensive review by our underwriting team, a decision
  was made to close your account. In accordance with our Terms of Service,
  BILL reserves the right to suspend or terminate accounts at its
  reasonable discretion, without prior notice or specific justification.
  Account actions may stem from reasons including, but not limited to,
  violations of the user agreement, unpaid fees, or extended inactivity.
  We recognize this may not be the outcome you were hoping for, and we
  regret any inconvenience this decision may cause. Any payments currently
  in process or on hold have been voided, and the funds have been promptly returned to the original source account.

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair 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 tried to sign up for a subscription to Bill.com for my business and went on their website and signed-up as I have done before with another client. Upon logging-in, I was prevented from accessing the full platform and relegated to a free subscription even though I wanted the full license. I have REPEATEDLY tried to get their customer service to resolve this issue for over a week and they have REFUSED to handle it. I use this company for another client and have never had a problem. I just want a full paid license and need the company to handle it now.

  Business Response

  Date: 05/13/2025

  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,

  Brandy  M.

  
  

  Customer Answer

  Date: 05/14/2025

   
  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:05/08/2025

  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.

  On April 30, 2025, I was told to create an account with **********************, to receive payment from my customer. So, I did everything needed to successfully receive payment through Bill.com. On May 1, 2025 a date was given of 5/6/25 that my funds would deposit to my bank. I immediate reached out to customer service to find out why it needed to be a week to release my funds, waited a few days to finally get a response. Then risk management replied wanting the phone # of my customer to verify, so I gave that info to them AND informed my customer to look out for a call from ******************** to verify. My release date now has changed to May9th and I received confirmation from my customer that they called and gave authorization for the money to be released yet STILL Im getting no response from RISK MANAGEMENT and my money is still being held hostage so Bill.com makes more money on interest. In the past 8 days, (because of Bill.coms bizarre *********************** I have had my electric shut off, phones disconnected, and missed a very crucial payment to the court system. These events would not have taken place if Bill.com had gone by their ******************* The money Ive had to pay out on reconnect fees, late fees, and bail truly have made my experience with Bill.com a nightmare. Im traumatized and still do not have my money from this company. I do not recommend Bill to anyone. There seems to be some sort of delay tactic scam going on to gain more money off interest by holding large amounts hostage longer. just my opinion. Either way, please do your homework and read up on this company before using them. I wish Id read up before signing up to receive payments.

  Business Response

  Date: 05/08/2025

  Hi
  Hi Michelle,

  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,

  Brandy M.

  
  

  Customer Answer

  Date: 05/08/2025

   
  
  Complaint: 23301496
  
  
  
  I am rejecting this response because:
  The time for delivery of my money went from May 9th to NOW May14th, and this only happened once I filed this dispute with BBB, I’m being punished now for my public dispute? My client verified payment with risk prevention May 7th, 2025. Please do the right thing and release my money. There is no need or reason for holding my funds hostage for this long. 
  
  Sincerely,
  
  
  
  Michelle W

  Business Response

  Date: 06/17/2025

  Hi Michelle, 

  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,

  Brandy M

• Initial Complaint

  Date:04/24/2025

  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.

  Someone signed up for an account with my company and some how linked it to my Intuit Quickbooks account. I have two transactions that are posted in Quickbooks to a closed bank account from ********************** and Quickbooks is trying to hold me liable for the amounts. One check, on 12/09/2024, payable to LK, LLC in the amount of $9,900. The 2nd check, on 12/09/2024, payable to *************** for $9,700. Quickbooks is guaranteeing these payments to these people and sent me to collections with the company of ********* Burgess, and ***** for a total amount of $23,520 for the checks and legal fees. I tried to get the information from Bill.com or Quickbooks as to who is the owner of the Bill.com account and all they could tell me is the information I am providing does not match. It was basic information as my name, telephone number, email, and mailing address that did not match anything on the Bill.com account but they claim it's my account. There is no one to call directly to speak about this to get it resolved at Bill.com and you have to submit a form and hope they call you back which they have not.

  Business Response

  Date: 04/24/2025

  Hi ****,
  
  Thank you for reaching out to us and bringing this to our attention. I understand how frustrating and disappointing it must have been to have this poor experience, and I sincerely apologize for the trouble it has caused you.
  
  Please know that we've received your complaint and have created a support ticket for you: 06295925.
  
  We are now looking into this and will be in touch with you directly very soon to discuss the issue further and work towards a resolution. We truly appreciate your patience as we get this sorted out for you.
  
  Sincerely,
  ******

• Initial Complaint

  Date:04/18/2025

  Type:Customer Service 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 account was opened when I worked for a prior employer and with an old cell number. Neither the employer nor my call number is valid any more. Now, another company wants to pay me through Bill but I am unable to logon or reset my forgotten password because I cannot get a verification code to my new cell phone number. I need the account closed or the cell number updated to reset my password. I followed their chat instructions to change the phone number but to no avail. I wasted over an hour on multiple chats where the agents politely promised resolution, but there was none. The customer support is terrible. I need access to my account or ******************** must close my account associated with my outlook account. They have only chat help which has been useless so far

  Business Response

  Date: 04/24/2025

  Hi *********, we're so sorry to hear you're experiencing trouble accessing your account. We understand how frustrating it can be when you're locked out. To help you regain access as quickly as possible, we've created a support case for you: 06296686. A member of our team will be emailing you directly with detailed instructions on how to reset your Multi-Factor Authentication (MFA) and password. Please keep an eye on your inbox for this email, which should arrive shortly. We appreciate your patience and are here to assist you every step of the way.

• 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,