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:08/17/2023

  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 check from bill.com and have no idea why. I think it's a scam. There is remittance information at the top of the check: Acct# ***** - Inv #**********. ********************** ********** LLC Bank drawn on is ***************** ***** At the bottom of the check it says date is 7/21/2023 and check# is *********.When I tried calling them they refuse to do anything other than force you to "chat" which in turn forces you to create an account with them which I REFUSE to do.Is this a scam? If I am *********** money, can I simply take the check to my bank to cash?Thank you for any help

  Business Response

  Date: 08/18/2023

  Hi ********,

  My name is ***** and I'm with ****'s ****** of Escalations; we're a specialized team who receives copies of issues and concerns so we can better provide excellent service and research the cause of the issues that caused an escalation. We are here to help!

   

  I'm sorry to hear of the frustrations you've had connecting with our agents. I'll have someone from our team reach out to you directly to help track down the information about this check and where it came from. We appreciate you reporting this and we'll be in touch shortly! 
  
  
  Thank you, 
  
  
  -Malia 
  ****** of Escalations 

  Customer Answer

  Date: 09/05/2023

   
  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:08/03/2023

  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.

  I have been waiting for almost 2 years now to receive Covid-19 Emergency Rental Assistance funds from the ******************* through **************. I have called every month multiple times for two years and they are never able to provide me with an update. It is extremely stressful and traumatic to know there is nothing I am able to do, and I have asked them each time to note my account. My landlord to whom I owe rent is understandably very upset with the fact there are no updates. I am currently on Food Stamps and in college and I desperately need this to finally be approved.Recently, the portal changed to say that the amount was Pending Notification then it changed back to days later to Under Program Evaluation again. They have also incorrectly marked my application as a Duplicate and keep changing which case number is the one being worked on. I called ************** and found out that the *********** uses bill.com to disperse funds. All information regarding the payment status would have to be through bill.com.Upon contacting bill.com through their online customer service chat, I was told the following by representative **************: "I do regret to inform you that as of Monday April 25 Bill.com will no longer be able to assist with Rent relief payment information.Bill.com isn't able to provide information on your customer's or payer's account, payment setup, bank, or other private data.I have spent the last hour on the BBB site reading the testimonials of other landlords and tenants experiencing horror stories of withheld funds, uncashable checks, closed accounts with no explanations...Originally I was just hoping to get a simple update and an approved payment, but now l'm truly scared. I demand they provide me an update or even someone who I am able to talk to who will tell me anything besides you just have to keep waiting, or I will begin to pursue legal action.

  Business Response

  Date: 08/04/2023

  Hi ********,
  
  It was great speaking with you today. I sent you an email for support case 02887711. I will copy paste that message below here as well:
  
  -------------
  
  Thank you for taking my call this morning. As discussed, BILL was the payment processor the CA Covid-19 Rent Relief (**************) a while back. We are no longer the payment processor for CA Covid-19 Rent Relief payments. Additionally, BILL was strictly just the payment processing platform. We played no role in deciding who would receive funds, the amount received, or when payments would be sent. This was all initiated and controlled by CA Covid-19 Rent Relief. I will share the details of your complaint with our contacts at CA Covid-19 Rent Relief. Please note however that I cannot guarantee that this will result in a payment, or contact from CA Covid-19 Rent Relief.
  
  I empathize and apologize for the frustration you have dealt with thus far, however there is not much more myself or BILL can do. Please do not hesitate to reply to this message should you have any additional questions.
  
  Warm regards,
  ******
  Manager - BILL ******** Escalations

• Initial Complaint

  Date:07/17/2023

  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.

  I have been using this platform since 2018 I unfortunately had yo change my number and I could not log in so I had to make a new account in order to get paid fron my job. My account was canceled due to verification requirements then after providing the proper documents it was then reactivated about 2 days later my account was then reinstated after 1 week it was canceled again and this keeps happening everything I try to setup an account. I Cannot keep paid from my job since the company uses you exclusively and I am going to be out go from the company of this issue is not resolved please respond immediately customer support and chat have all told me they do not know the reason why the account was closed. Thank you.

  Business Response

  Date: 07/17/2023

  Hi *********, 

  My name is ***** and I'm with ****'s ****** of ********* Escalations. We're a specialized team who receives copies concerns so we can better provide excellent service and research the cause of the issues that caused an escalation. We are here to help! 

  I'm terribly sorry to hear of the confusion and issues within your account; one of our team members will be reaching out within the next 48 hours to assist with this issue. Please keep an eye out for that email so we can get this resolved! Our team is committed to resolving customer pain points, and we can clearly see this is a concern of high priority for you. 

  If you need anything else, please respond to the email our teams will be sending. We look forward to working with you! 

  -Malia

  ****** of Escalations 

• Initial Complaint

  Date:07/03/2023

  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.

  We received payment from a vendor that uses bill.com and was told by one of your associates that we needed to subscribe in order to receive the payment only to find that this information was incorrect. But on March 14th we were charged $79. We contacted someone that was supposed to been sending a refund request form but the only thing we received was a form to stop services, which we filled out. However, we were still charged on April 5th, May 5th, and June 6th for $79. Being that we can't log in and "downgrade services" as we are expected to do because no one seems to be able to do it for us we will more than likely surely be charged $79 on July 5th totaling over $400 for a service that we never used. And the fact that no one seems to care. Everything is done through "Chat or Email" and even when you start discussing payment the chat will go idle for minutes before responding. Yet they are quick to respond to ANYTHING else asked!

  Business Response

  Date: 07/03/2023

  *****, 

   

  My name is ***** and I'm with ****'s ****** of ********* Escalations. We're a specialized team who receives copies of issues forwarded to our executive team members so we can better provide excellent service and research the cause of the issues that caused an escalation. We are here to help! Please accept our apologies and know we are sorry this issue has happened. We will review this case and investigate this issue so we can resolve it as quickly as possible. 

   

  My team will be responding via a separate email - please allow one business day for response. As tomorrow, 07/04/2023 is a federal holiday, please note that a response/resolution may be delayed. We appreciate your patience and understanding. 

   

  Thank you, we look forward to talking with you soon! 

   

  -Malia

  ****** of Escalations

   

• Initial Complaint

  Date:06/27/2023

  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.

  We use bill.com for vendor payments for our business. Over 8 weeks ago we used their payment by wire service and entered the wire incorrectly. The recipient cancelled the wire. We reported this to bill.com over 8 weeks ago and opened a case. We provided all documentation that they requested. The money has still not been refunded to our account and the amount is over $200K. I was originally told it would probably take 4 weeks. Now I'm at 8 weeks and I still can't even get an ETA from bill.com. I have been told this has been escalated within bill.com but I am losing confidence that we will ever get the funds returned.

  Business Response

  Date: 06/27/2023

  ******, 

  My name is ***** and I'm with ****'s ****** of ********* Escalations. We're a specialized team who receives copies of issues forwarded to our executive team members so we can better provide excellent service and research the cause of the issues that caused an escalation. We are here to help! 

  Please accept our apologies as we recognize that $200k is a significant amount and this issue should have been resolved much sooner then it has been. 

  A member of our team will be emailing you directly within the next 24 hours to investigate this issue. 

   

  Thank you, we look forward to resolving this issue. 

   

  -Malia

  ****** of Escalations

   

• Initial Complaint

  Date:06/20/2023

  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.

  I use Bill.com to invoice a client that I am an independent contractor for. My client paid the invoice the same day I sent it. I have instant transfer turned on and my transaction met all the requirements for my funds to be deposited instantly. Bill.com has no idea why the transfer isn't working and is not working to resolve the issue at all. This happens consistently and many other clients face the same issue. It seems to be something faulty with the software, but they won't fix it and they don't care.

  Business Response

  Date: 06/22/2023

  ******, 

  On behalf of ****, please accept our apologies for this issue. It is our intention to always have our product working well; at times when systems do fail we are committed to making it right. 

  Our teams will be responding to you directly via email within the next 24 hours to further investigate and troubleshoot this issue. If you have any further issues or concerns within BILL we are happy to address those at that time as well. 

   

  Thank you, we look forward to working with you soon! 

   

  -Malia

  Office of Escalations

   

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A client paid me through Bill.com. I elected for Instant Transfer the day before the *** would have deposited. That was Monday. The money did not ever show up. The next day, when the deposit was supposed to go through originally, no money showed up. I contact them on Monday about the instant transfer. They said that was normal for it to not show up instantly, even though they charge a $50 fee for the transfer to show up instantly. Then the next day, still no money. I called them and they said they'd get back to me in the day. They did not. I just called and got told the same thing. I am waiting on $5105 from them that my client paid them to pay to me. This is holding up us moving into our new warehouse and is causing massive issues with our business.

  Business Response

  Date: 06/20/2023

  Hi Andi, 

  Please accept our apologies as this is not what we expect from our system.

  To expedite our communications we'll be sending you a direct email to the email address included in your message. Please keep an eye out for this email and we'll be sure to get this issue addressed in the most timely manner possible. 

  Thank you for bringing this to our attention, we look forward to seeking a resolution! 

   

  -Malia
  Office of Escalations

  Customer Answer

  Date: 07/28/2023

   
  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,
  
  Andi Whiskey

• Initial Complaint

  Date:05/24/2023

  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 opened my bill.com account in early April 2023. The reason for this, was because as a freelancer, I needed to get paid by a client, FungiMedia. Their accountant sent me the info to get on bill.com, who they pay all of their employees and vendors through. On April 7th I added my bank account and instant pay debit card. Both were verified, by bill.com through small deposits. I received notification that my accounts were verified. I was paid on 4/26/23 by FungiMedia, and the status of my payment showed "PAID" I waited 3 days, despite my choosing Instant pay, and then on day 3, I get an email notification that bill.com support center needed additional information in order to verify my account. I sent the additional info, which was a govt issued id, a secondary id, and bank statements for each account within the last 3 months. I submitted all.This morning I received information that my account has been deactivated and closed with no further information, and my id's and bank statements all aligned with my name, and me being owner etc. The client/payer of my invoice through bill.com, has not received a notification of refund on their end, or any notice at all regarding this. COMPLETELY UNNACCEPTABLE.

  Business Response

  Date: 05/24/2023

  Hi *******,
  
  We have received your complaint. I'd like to begin by offering my apologies for the subpar experience. We hold ourselves to high standards and always try to offer our customers the absolute best service regardless of situation.
  
  Being a money movement company with money transmitter licenses, there are varying reasons we may close an account due to compliance purposes. I will be reviewing the details of your case and I will follow up personally to offer support to see how we can help.
  
  Thank you for your patience, and talk soon.
  
  ******
  Manager - BILL ******** Escalations

• Initial Complaint

  Date:05/15/2023

  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.

  Sometime in July 2022 I signed up with Invoice2Go, one of Bill.com's services. I used this service until 8/23/22 and then it sat dormant. Without warning, notice, nor reason, I was informed on 11/22/22 that the account was being closed. I therefore signed up with Bill.com directly on 11/22/22. The following 22 days were spent getting the account setup and working with support to figure out the correct process to accomplish what was needed for my business. On 12/14/22 I was informed that my account was closed "based on a review of the account and activity". Yet, there was no activity. For the next 16 days I went back and forth with their Customer Support, often unable to even communicate with them because they would send messages to their internal support portal, which I was prevented from accessing due to the account closure. On 12/30/22, I was finally told that *** was involved, but still no details as to the rhyme or reason for account closure. I never received a followup after that. How the h*** am I to make corrective changes to my business or resolve anything when no actionable information is provided?

  Business Response

  Date: 05/21/2023

  Hi ********,
  
  We have received your complaint. I'd like to begin by offering our apologies for the trouble and poor experience. We are currently looking into your concern, we will create a support case and be in touch at the email address that you provided.
  
  Thank you for your patience, and talk soon.
  
  ******
  Manager - BILL ******** Escalations

• Initial Complaint

  Date:05/05/2023

  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.

  My Complaint is directed at Bill.com. Bill.com sent me a check payment via ******** for ****** in Sept. 2022, from **-Rent Relief Program. I never receive the check so I made a request to have the check reissued Jan. 02, 2023. In March 2023, The Rent Relief Program informed me the check had been stolen and cashed and sent me an image of the check. The image was from Bill.com and someone signed my name on the back and endorsed it to them self. So I contacted Bill.com and asked ********** for the *********** or person in charge of check fraud and was told... "I totally understand how this concern needs to get resolved as soon as possible, however, **** no longer supports any Rent Relief issues. This is totally unacceptable they issued the payment and need to provide me with information concerning resolving this issue. I need to know if a stop payment was issued for the check and if the funds were reclaimed, Thank you for your time

  Business Response

  Date: 05/21/2023

  Hi **********,
  
  We are sorry to hear that your ** Rent Relief check was stolen and cashed. ************ ************** program (Rent Relief) did use BILL at one time to process rent relief payments. However, ************** is no longer utilizing BILL for rent relief payments. Additionally, BILL is simply just the payment processor for your payment. ***************** is the sole owner with authority as to who will receive a rent relief payment, and they are also responsible for reissuance of any checks as required.
  
  Our best suggestion would be to contact CA ************** to request a new check.
  
  Warm regards,
  ****** - Manager BILL ******** Escalations

  Customer Answer

  Date: 05/23/2023

   
  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,
  
  Hermojines ******