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:11/17/2025

  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.

  Bill.com refuses to release the funds paid to us by our customer for a business account I set up for my employer to receive payments from customers unless I provide my own personal identification materials like a photo of my drivers license or passport, a utility ********************** in my name despite my home address not having anything to do with the business, and a selfie of myself holding my personal identification materials. My employer has confirmed no personal information is to be sent to Bill.com to verify a business account I am not the owner of, simply the admin for. Bill.com received all requested business related verification information, including additional statement information, and have already pinged the bank account with a small deposit to verify it which was approved but are refusing to release our funds unless I send them a picture of myself. They claim the additional verification is required, however neither the admin for our parent company who also used Bill.com or the admin for the customer trying to pay us was required to provide personal identification materials in order to send and receive funds for the business account. Requesting an employee of a corporation send personal identification and a selfie in order to verify a business account is completely unreasonable and an unethical business practice.When I finally got someone to call me from Bill.com after multiple AI "chats" he mentioned the additional verification steps could be waived with the purchase of a subscription. Shakedowns are unethical business practices and there is nothing on Bill.com's terms and conditions that states customers have to pay in order to receive funds. The bank account has been verified as active and in good standing and our bank has accepted the ping deposit. Bill.com should release our money.

  Business Response

  Date: 11/18/2025

  Dear *****,
  
  Thank you for bringing this matter to our attention through the Better Business Bureau. We have received your complaint regarding the hold on your funds and the request for personal identification materials.
  
  We sincerely apologize for the friction and frustration this verification process has caused you and your employer. As a licensed money transmitter, we are required by law to adhere to strict Know Your Customer (KYC) protocols. These regulations require us, at times, to request specific verification information from the individuals administering accounts, even for business entities, to verify identities, prevent fraud, and protect both our platform and our customers.
  
  We take your feedback seriously regarding the communication you received about subscriptions. A member of our team will be reaching out to you directly via email **************************** to assist you through this verification process and work toward a resolution.
  
  Warm regards,
  ******

• Initial Complaint

  Date:11/14/2025

  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.

  BBB Complaint Report: Unprofessional Misleading Business Procedures RE: BILL.com, LLC On 9/9/25 I was contacted via business email by BILL.com and a ***resentative stated that if I sign up for a BILL.com demo I would indeed receive a $100 ***** gift card on them with no strings attached! At first I had ignored or somewhat missed the content of this initial email from 9/4/25 due to me having email overload and lots of other higher priority emails to check, however a BILL.com ***resentative named ****** ****** sent me a ***ly email on 9/9/25 stating "Hi ****** ...checking in to make sure you saw our ***** gift card giveaway?" Take a demo with BILL.com. I thought to myself... "a travel gift card promo and a *** personally re-emailing me again to make sure I don't miss out on it, interesting!" So I did it! On 9/12/25 I completed my demo with a BILL.com *** named ******* **** who then said at the end of our meeting I will send you via email the ***** gift card promo and some additional information we covered today to see if you can utilize BILL.com in the near future, so I said okay. However, after that demo, I never received any emails with any ***** gift card $100 promo after completing my demo or any information at all that the BILL.com ***resentative ******* who stated to me via zoom meeting he would send it over after our 1:1 appointment. Me being patient knowing they must have other demo appointments I waited and waited then after about a week or a week and a half or so I followed up via voicemail and via text with ******* on September 16th and September 17th of 2025 and received no response, no emails, no voicemail, no call back, no texts, etc-etc. I have proof screenshots of all these text and email conversations between Bill.com ***s and I as well. Please see all attachments. Thank you. BILL.com LLC [Unprofessional, Unreliable! No Integrity, Dishonest! No Gift Card Received After DEMO Successfully Completed!]

  Business Response

  Date: 11/17/2025

  Dear ******,
  
  Thank you for bringing this to our attention through the Better Business Bureau. We have received your complaint regarding the $100 DELTA gift card promotion for completing a demo.
  
  We sincerely apologize for the unprofessional experience you have described and for the frustration and inconvenience this has caused. We also apologize for the lack of follow-up you received from our team after the demo.
  
  We are looking into this matter, and a member of our team will be reaching out to you directly via email to assist and resolve this concern.
  
  Warm regards,
  ******
  

• Initial Complaint

  Date:11/14/2025

  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.

  On October 30th, I received an email from BILL stating explicitly that my employer sent me $10,000. The email further stated that "Youll receive this payment via check in 5-7 days, no action required." There were further dates listed thereafter as Payment Details. Below that, there was an option to "Accept ePayment". On November 7th, when I had not received the check as stated in the email, I clicked the Accept ePayment button and initiated an instant transfer, utilizing the promotion by BILL to use this service for free. The funds did not arrive in my bank account.On November 8th, I contacted their *********** and was connected to **** *. **** told me "Hi. *******. The check payment was issued on November 6, 2025. You can expect to receive it at your mailing address by November 26, 2025 (excluding weekends)." I questioned why they sent me the email on October 30th and was told "The 5-7 days in the email is an estimated delivery days for the check payment, but the standard timeframe for delivery to your mailing address is 1015 business days. Check payments are not delivered immediately; the process begins when your payer schedules the check, then initiates it to us, and once the initiation is successful, we mail the check to you. You will also receive an email notification about the check payment for your reference."**** attempted to explain that there was back-end processing, "Your payer only accepted your invoice on their end on November 03, 2025. They process the payment for this invoice on November 6, 2025."None of this was communicated to me, and I financially planned based on the original email from BILL. **** was largely unhelpful, uninformed, and directly contradicted the communications I received.

  Business Response

  Date: 11/17/2025

  Dear **,
  
  Thank you for bringing this to our attention through the Better Business Bureau. We have received your complaint regarding the $10,000 payment and the conflicting information you received from our platform and our support team.
  
  We sincerely apologize for the confusion and frustration this has caused. We understand that you based your financial planning on our initial email stating a 5-7 day delivery, and the subsequent, contradictory information you received from support was unhelpful and unacceptable. We also apologize for the poor experience regarding your attempt to use an instant transfer.
  
  We are looking into this matter, and a member of our team will be reaching out to you directly via email **************************** to assist and address your concerns.
  
  We appreciate your patience.
  
  Warm regards,
  ****** ******

• Initial Complaint

  Date:11/07/2025

  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.

  Keys for Literacy and department of education, Indiana automized BILL.com to send a payment to me for $600 which was one of two oayments.I never received the $600. I contacted Keys to Lietracy DOE and BILl.com who informed that the payment was mailed. I never received it so BILL.COM stated I would need to wait 90 days before they would process a new payment. I received a noticed last week from Keys To Literacy and BILL.Com which stated that payment was expected October 24. As in the last situation, I have to receive the payment. I have contact BILL.COM and have not responded. I am requested that BILL.Com make good on the payment which Jeys To Literacy and the department of Education confirms that BILL.Com was authorize to pay.

  Business Response

  Date: 11/17/2025

  Dear *******,
  
  Thank you for bringing this matter to our attention through the Better Business Bureau. We have received your complaint regarding a missing $600 payment processed by BILL.com on behalf of Keys for Literacy and the ***********************, ********
  
  We sincerely apologize for the significant frustration and difficulty you have experienced in receiving this payment. We also apologize for the lack of response you have received from our team.
  
  We are taking this matter seriously and are looking into the status of your payment. A member of our team will be reaching out to you directly via email ******************* to help resolve this concern.
  
  We appreciate your patience.
  
  Warm regards,
  ****** ******

  Customer Answer

  Date: 11/17/2025

   
  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.  I received the check today!
  
  Sincerely,
  
  ******* ******

• 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.