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:09/10/2025

  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:08/20/2025

  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,

  ****** *.

  
  

• Initial Complaint

  Date:08/05/2025

  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 tried to get paid from a client through bill.com. They needed an awful lot of information to verify my account, including two forms of identification and several bank and business-related documents. I was finally able to gather all of this documentation and when I submitted it on July 22nd, they told me none of it was acceptable. They said that the scanned documents were not able to be recognized by their system, even when some of the documents submitted were digital documents obtained directly from the local Secretary of State. Pushing back on all of this, eventually all documents were deemed acceptable except the scanned copies of my drivers license and passport. I was told that I had to use a smartphone camera to document those IDs. When I told them I wouldn't do that until I had a valid reason they deleted my account. I can only assume that they are pulling metadata from the phone cameras, but for what reasons I wouldn't know. The fact that they unilaterally deleted my account rather than answer the question suggests that it is something immoral, if not illegal

  Business Response

  Date: 08/05/2025

  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.
  

• Initial Complaint

  Date:07/17/2025

  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 did not ask my permission to make my account 2 step authentication. I changed my phone number but everything else is exactly the same, including my client that is going to pay me as well as my bank account the money will be transferred into. When I contacted chat on their website they asked me to fill out a form. The form I filled out required a photo of the front and back of my driver's license as well as of me holding my driver's license to my face in a certain pose.They responded to my identity verification by demanding to see multiple months of bank statements. They don't need to see my bank statements since they already know who I am. I can't afford to have them keeping my money hostage like this. I need access to my account.

  Business Response

  Date: 07/18/2025

  Dear *******,
  We would like to extend our sincere gratitude for taking the time to share your feedback regarding our services via the Better Business Bureau website. Your insights are invaluable to us, and we truly apologize for any inconvenience or dissatisfaction you may have experienced.
  Please be assured that your concerns have been brought to the immediate attention of our team. We are currently conducting a thorough investigation to address the issues you raised. Our top priority is to ensure that any challenges youve encountered are resolved promptly and effectively.
  We appreciate your patience and understanding during this process. Once our review is complete, we will reach out to you directly and are fully prepared to assist you further.
  Thank you again for bringing these matters to our attention. Your feedback plays a crucial role in helping us improve our services and deliver a better experience for all our valued customers.
  Warm regards,
  ****** *. 

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23616285
  
  I am rejecting this response because: The business isn't actually resolving the issue. I need the money I earned transferred into my normal bank account on file. It's not rocket science. They have the live photo they demanded, my driver's license photo, front and back, and me holding it in the pose they demanded. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/21/2025

  Hi *******,
  As mentioned in my previous communications, access to your account remains on hold pending the completion of a required review.
  To move forward, we must receive the requested documentation. Without it, we will be unable to complete the review. As a result, the account will be closed, and any pending payments will be canceled and returned to the original source.
  At this time, there are no exceptions to this requirement.
  If you have any questions or need assistance submitting the documents, please dont hesitate to reach out. We're here to help.
  Best regards,
  ****** *.
  BILL Office of Executive Escalations

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23616285
  
  I am rejecting this response because: I've already provided what was originally requested plus the additional letter from the most prestigious Bank, ******. My bank double verified my identity and account holder status. That is in addition to the hoops I've already jumped through directly for Bill.com. This company doesn't need anything else to give me access to my account.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/23/2025

  Hi *******,
  I hope you're doing well. I wanted to follow up regarding the bank letter you submitted. *** shared it with our Operations team for review, but unfortunately, it does not meet the documentation requirements.
  These requests are in line with our Know Your Customer (KYC) obligations, which are essential to helping us prevent fraud, money laundering, and other unlawful financial activity. As part of our commitment to security and regulatory compliance, the BILL Terms of Servicewhich you agreed to when creating your accountinclude the following key provisions:
  Verification *********************start="800" data-end="803">BILL may refuse service to any user, vendor, or customer if we are unable to verify required information. This includes details related to identity or financial condition, such as information about an organizations representatives or beneficial owners.
  Account and ***********************start="1088" data-end="1091">You authorize BILL to review or place a hold on any account or payment for various reasons. These include fraud risk, regulatory compliance (such as anti-money laundering laws or sanctions), ownership disputes, or legal obligations. If a hold is placed, it may remain in place as long as needed to complete our review. Based on the outcome, BILL may take further action, including canceling or reversing the payment or continuing to hold funds pending guidance from regulatory authorities.
  Please let me know if you need assistance in obtaining acceptable documentation. We're here to help guide you through the process.
  Best regards,
  ****** M

• Initial Complaint

  Date:07/16/2025

  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.

  One of my customers entered my bank information on **********************'s website last year and submitted payment to me. A different customer submitted payment to me this week through their website without my knowledge or consent. Since I have changed banks, the payment was rejected. So anyone that has Bill.com can submit a payment to my closed acount without my knowledge or consent. I contacted Bill.com and asked my information be deleted and was told that I'm not their customer and that they won't do that. Insane! I don't want my information on this site! My information is not their property!

  Business Response

  Date: 07/16/2025

  Hi ******,
  It was a pleasure working with you today. Im writing to confirm that weve closed the Basic Receivables account to prevent any future unwanted payments.
  Thank you for giving us the opportunity to assist with your concerns. If you have any further questions or need additional support, please dont hesitate to reply to this email.
  Youll also receive a brief survey about your experience with our Executive Escalations Team. Your honest feedback is greatly appreciated and helps us continue improving our service.
  Thank you again for your time and cooperation. We look forward to hearing your thoughts.
  Best regards,
  ****** M

  Customer Answer

  Date: 07/17/2025

   
  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:07/11/2025

  Type:Order 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.

  Bill.com has my money tied up. they have sent message after message stating they were going to release the funds. I have numerous emails and screen shots from their system showing the funds would be released and they have not done so. this is not a loan, this is my money that was processed through their system. They keep saying the are escalating this and i have talked to numerous people assuring me it would be resolved. they continue to lie to me, i was hung up on multiple times while trying to inquire about my money. this company is a fraud and scam.

  Business Response

  Date: 08/01/2025

  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: 08/03/2025

   
  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,
  
  ** *****