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:12/19/2023

  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.

  Privacy statement and terms of use forced on me. I have no idea what vendors I use that bill me through Bill.com. I reject the privacy statement, terms of use and do not want to do any business through them. Impossible to call the b*******

  Business Response

  Date: 12/21/2023

  Hi ****,
  
  My name is *******, and I am a dedicated member of the Customer Escalations team at ****. We sincerely appreciate the time you've taken to bring your concerns to our attention through the Better Business Bureau (BBB).
  
  In response to your BBB complaint, we have thoroughly reviewed the matter and would like to assure you that addressing your concerns is of utmost importance to us. As part of our commitment to transparency and customer satisfaction, we have implemented several updates to our Terms of Service & Privacy Notice.

  We acknowledge your stance on our Terms of Service & Privacy Notice and respect your right to privacy. If you wish to have any of your information removed from the **** database, we invite you to submit your request to our dedicated Privacy Team at [email protected]. They will handle your request promptly and with the utmost care.

  We thank you for the opportunity to make this right.
  
  Warm regards,
  *******

  Customer Answer

  Date: 12/22/2023

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

• Initial Complaint

  Date:11/27/2023

  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.

  I engaged with your service during the trial period to assess its suitability for processing payments for my company before proceeding with the enrollment of my team. To my surprise, after successfully invoicing a client and receiving payment confirmation, I received an email indicating the closure of the trial due to high risk, rendering me unable to conduct transactions further. This development is perplexing, given the integrity of my business, which operates transparently in the *******************, generating an annual revenue exceeding $100,000. Despite the absence of any request for documentation to verify my business, my company now finds itself without the expected payment. This raises concerns about the reliability and risk management practices of your company, prompting a thorough investigation into these matters.

  Business Response

  Date: 11/28/2023

  Hi ******,
  
  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  *******

• Initial Complaint

  Date:11/20/2023

  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.

  My Name is *********************************. I am the owner of M&A deals advisory LLC. I started using Bill.com since I needed a payment procesing platform. At the begining I got paid the next business day after I charged my customers, which was great. However, I have more than one week waiting for paymets that had not arrived yet, they schedule the payments for a date, the problem is that they don't send the money in that date and the reschedule the payment 5 days ahead, over and over again, my business needs to pay payroll, regular expenses, now I am short on cash because of bill.com problem. I have opened 5 tickets so far and nobody has been able to explain me what's going on?

  Business Response

  Date: 11/21/2023

  Hi *********,
  
  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  *******

• Initial Complaint

  Date:11/17/2023

  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.

  I used Bill.com at the recommendation of another company for over a year. I began using their services in October of 2022 and my issues with them began in 2023. Bill.com serves as a third party that issues payments between contractors and the companies they work for. For a year a company named IDialU, that I do contract work for, issued payments to me through Bill.com. In October, without warning and for no reason at all, Bill.com shut down my account for no reason. I tried to get in touch with someone from customer service but my attempts were not successful. I opened up another Bill.com account using a different email address and I received an email that my account was verified and active. My client then successfully linked themselves to my account as a vendor who would pay me. In November, Bill.com shut down my account again, even after emailing me confirming that my account had been verified.I had no idea my account had been shut down until I received notice from my client that they tried to pay me and they were unable to. This has caused a lot of confusion and I am now owed back pay by my client who is scrambling to find a way to issue me the funds I am owed. Bill.com's shady practice of shutting people's account down without warning must be stopped.This time, when I reached out to Bill.com for reinstatement, I was told I would have to wait 48 hours for a resolution. They are now asking me for my last three bank statements, two forms of government ID and a utility bill. While I have all of that information, I do not feel comfortable giving that to a third party. That is not standard procedure for a third party payment processor. I have done contract work for other companies that used third parties to issue payments and no one has ever asked me for so much personally identifiable information before. When I spoke to Bill.com's customer service I was forwarded to a call center outside of ***************** and the whole thing feels very sketchy. This is a scam!

  Business Response

  Date: 11/20/2023

  *******,
  
  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  *******

• Initial Complaint

  Date:11/17/2023

  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 has no customer service number you can call that leads you to actually speaking with someone. Their other options are exessevily long wait times and once you get someone they cannot answer basic questions. Talking to someone on the phone from bill.com is like talking into a tunnel where 100 conversations are going on at the same time - you can't hear the representative and again, they cannot answer even the most basic of questions. Terrible.

  Business Response

  Date: 11/17/2023

  Hi ******,
  
  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  *******

• Initial Complaint

  Date:11/16/2023

  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.

  ********************* of **************** where i attend college, My student loan over paid my fees and refunded the money through bill.com. i signrd up with bill.com and contacted bill.com by live chat only way to contact anyone there and i was ask to take a survey when i gave a bad survey, bill.com canceled my account where i have no access to it and cant anyone to contact me back and bill.com still has my money and woill not send my money to me. this is money from my federal student loan.

  Business Response

  Date: 11/17/2023

  Hi *****,
  
  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  *******

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20842457
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 12/13/2023

  My school finally received the refund for Bill.com. I dont wish to continue on with any other action. But I will not recall my ratings toward bill.com. So they need not ask for me to!!

• Initial Complaint

  Date:11/07/2023

  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.

  I am a mobile notary and do not have a physical location. Bill.com will not activate my account since I do not have a physical location. I only set up the account to receive payments for my mobile notary services as requested by vendors since that is how they want to pay their invoices. I have provided all business documents as well as active telephone number and Bill.com refuses to activate my account since I have no physical location. By not activating my account, ********************** has prevented me from receiving payments from vendors since the vendor will only use Bill.com to send vendor payments. I have been trying to get the account activated for over 30 days and have provided everything that I am able to provide and Bill.com still refuses to activate the account since I do not have a physical location which is discriminatory to small businesses that do not have a physical location and operate virtually. I would like to have the account activated so that I can receive payments from vendors.

  Business Response

  Date: 11/08/2023

  Hi ******,

  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  
  We thank you for the opportunity to make this right, we'll be in touch.
  
  Warm regards,
  *******

• Initial Complaint

  Date:10/30/2023

  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 received a payment from a client and when I logged in to view this payment I was taken to a screen that told me I owe $59 for my "free" account. Taken from my account page: Your Current Plan "Basic Receivables Plan" Base price (/month)$0.00 I cannot move off this page except to enter my credit card and pay $59 which I refuse to do as I have a free account to accept client payments only. I do not use bill.com to pay bills. I tried to reach customer support and can only get someone through chat who is not able to help me and is not able to provide me with a phone number to reach someone directly. The chat rep only could take my phone number for a call back which I am not comfortable providing.My account is essentially frozen and yet we have a customer who regularly pays us via ******************. I need to make a change to where that money is deposited and I'm not able to get into my "free" account to do so.

  Business Response

  Date: 10/30/2023

  Hi *******,

  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching out shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.

  We thank you for the opportunity to make this right, we'll be in touch.

  Warm regards,

   *******

  Customer Answer

  Date: 11/06/2023

   
  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:10/17/2023

  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.

  We signed up for a Bill.com account and loved it until they pushed us into using their system to process payments to our vendors. Upon the first transaction to send funds the account was frozen and we were locked out. We quickly changed our password and were able to log back in to the account and cancel all payments from being processed or so we thought. A week later we have $1,775.00 debited from our account and not paid out to the vendor. Fast forward several weeks later we are still unable to get a resolution or explanation from Bill.com. Since they only use secure messages that means you have to log in to receive the messages and guess what if your account is locked you cant log in to review messages. We requested calls and when they call nobody on the other line talks. If you miss the call they are able to speak and guess what they send you back to look at secure messages We have had vendors very irritated and upset because bill.com started soliciting them without their concert. Since disclosing our issue with Bill.com too our vendors they have attempted to contact bill.com to hav their bank account information removed but Bill.com will not help them since they arent bill.com customers.

  Business Response

  Date: 10/28/2023

  Hi *******,

  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching our shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.

  We thank you for the opportunity to make this right, we'll be in touch.

  Warm regards,
  *******

• Initial Complaint

  Date:10/17/2023

  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.

  We (SME, **** ***) signed a contract for online bill payment services on 10/31/2022, for a 15-mo term thru 02/06/24, prepaid in full for $12,639. Their system was to provide online bill ********************* incl integration with our accounting software. On 06/02/23, the data-sync with our system began taking 1-1.5 hrs to complete (prev **** mins). I created Online Case ******** thru their online ticket system. On 06/15, ******* a supervisor, reached out by phone after complaints about a lack of communication. We discussed cancellation with a refund if they could not restore services. ****** remained in communication for a few days. However, messages for updates on 06/23, 06/27, & 07/06, were never returned by her. Emails to our **** ***** were never returned. On 06/16, **** acknowledged a bug in their system. On 07/14 we received a written response that a 'fix' was employed, also confirming their leadership team is offering a credit with the option to cancel if we wanted. I responded that we would test the fix before deciding. The fix did reduce sync times to approx 15+ mins, however, testing identified a new problem of missing *********** errors. We reported this problem on 08/08. The problem continued and we made the request to cancel our service on 08/29. On 09/18 we received forms to request cancellation & a refund in the amount of $5,387.78, which were acknowledged on 09/20/23. On 10/03 I asked for an update since there was no communication. **** responded that someone should reach out that day. As of 10/12, we have received no further communication. Our decision to cancel was due to their poor service and the failure of their product and resolution. We were forced to bypass their system to make manual entries in our system for approx 25-30% of our transactions. We are requesting a response to address a refund for the unused term of our agreement and partial functionality since June, as well as the closure of our account.

  Business Response

  Date: 10/28/2023

  Hi *****,

  
  My name is ******* and I am a member of the Customer Escalations team here at BILL. We have received your BBB complaint and we will be reaching our shortly to address your concerns. We have created a support case (********) to address this, and we will be connecting with you directly at the email address that you've provided.
  

  We thank you for the opportunity to make this right, we'll be in touch.

  
  Warm regards,
  Jazmien

  Customer Answer

  Date: 11/06/2023

   
  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,
  
  *******************