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:10/28/2025

  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 emailed and called BILL.com multiple times to resolve this issue. They somehow have the wrong phone number on MY business account, and will not let me change it. I have spent over an hour on the phone, sent over multiple documents, and was told it would be fixed. I emailed to follow up, and they are asking me to do it all again as if I did not already spend all that time on the phone. I was told it would be fixed, but it is not. Their team is incompetent on the border of fraud, considering they are not letting me have access to my own business funds. I need this resolved immediately. Thanks

  Business Response

  Date: 10/28/2025

  Hi *****,
  
  Thank you for bringing this to our attention through the Better Business Bureau. We have received your complaint and sincerely apologize for the frustrating and difficult experience you've had trying to update the phone number on your account and the time you have already spent trying to resolve this.
  
  We take your concerns, especially regarding access to your funds, very seriously. We are looking into this matter, and a member of our team will be reaching out to you directly via email to assist.
  
  We appreciate your patience as we work to get this resolved for you.
  
  Warm regards,
  ******

• Initial Complaint

  Date:10/10/2025

  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.

  The worst company ever. Im trying to change my phone number because I cant log in. I called customer service, and they were rude and didnt speak English. Please can I speak to somebody from *******.

  Business Response

  Date: 10/28/2025

  Hi Ali,
  
  Thank you for bringing this to our attention through the Better Business Bureau. We have received your complaint and sincerely apologize for the deeply frustrating experience you have had trying to change your phone number and for the customer service you received.
  
  We take your concerns very seriously. A member of our team will be reaching out to you directly via email to the address on file to assist you with this matter.
  
  We appreciate your patience as we work to resolve this for you.
  
  Warm regards,
  ******

• Initial Complaint

  Date:09/30/2025

  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.

  BILL.COM continues to deactivate my account interrupting my business flow. I need to resolve an issue that has my funds delayed and from this point I will not use the bill.com service.

  Business Response

  Date: 10/28/2025

  Hi ********,
  
  Thank you for bringing this to our attention through the Better Business Bureau. We have received your complaint and sincerely apologize for the disruption to your business caused by the account deactivations and the delay in your funds.
  
  We understand your frustration and are looking into this issue with priority. A member of our team will be reaching out to you directly via email to the address on file to assist.
  
  We appreciate your patience as we work to resolve this for you.
  
  Warm regards,
  ******

• 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:09/17/2025

  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.

  We have contacted Bill.com numerous times during the past 5 months asking them to cancel our unused account with no response however they continue billing our accounts. At this time they owe us ****** for back billing this company has no way to contact an actual person. We have tried

  Business Response

  Date: 09/18/2025

  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 frustration you have experienced with the continued billing and in your attempts to cancel your account.
  
  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 assist with your cancellation request and to review the billing.
  
  We appreciate your patience as we look into this for you.
  
  ******

  Customer Answer

  Date: 09/20/2025

   
  Complaint: 23880185
  
  I am rejecting this response because: No one has contacted me, and I still have not been reimbursed for the fees taken from my account
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 09/30/2025

  Hi ******,
  
  We have sent two emails, to the address that you provided, ****************************************.
  
  The first email was sent on September 18, 2025 at 1:09 PM PST.
  
  The second email was sent Yesterday at 6:16 AM PST.
  
  Is there an alternate email address where we may reach you?
  
  Warm regards,
  ******

• 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,
  ******