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:10/06/2023

  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.

  Ongoing since early 2023. But I had promise of resolution to the money Bill.com erroneously took out of payments they were depositing from my customer *****************************************************. September 21 2023- I spoke with a Bill.com "leadership team" director named *******. She had reached out to me because I left a bad review on BBB. She reviewed my complaints and agreed Bill.com needed to refund me ****** for fees deducted in error. I received email confirmation that the ****** would be paid within 5-7 business days. That did not happen. On October 2 I spoke to another Bill.com leader named *******. He told me I would receive confirmation of deposit by the next day NLT 12:30 p.m. PDT. That did not happen, but I received email confirmation on that day that the ****** would be deposited to my account within 2-3 "banking days". That did not happen. No deposit and no reply from repeated emails to Bill.com other than automated replies. I want the ****** deposited immediately in the bank account **********************. has on on file as agreed upon.

  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

• Initial Complaint

  Date:09/19/2023

  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.

  Bill.com's customer support is simply unable to answer simple transactional questions. I sent money to them to pay a vendor and they can't confirm where the money is and why it hasnt been transferred to the vendor. This seems the core of their business to transact money; so it's distrubing they can't answer basic questions about a transaction in their system in a timely manner. I have called every day for the week to resolve and have been told repeatedly that I'd get a call back from a "Lead" or a Manager. Also told their "payment team" would email with an answer. Neither of those have happened.

  Business Response

  Date: 09/25/2023

  Hi ****,
  
  My name is ****** and I manage the Customer Escalations team here at BILL. We have received your BBB complaint and we are actively investigating this as we speak. Our team will be in touch via support case 03102365, at the email address that you have provided.
  
  We thank you for the opportunity to help make this right, and we'll be in touch shortly.
  
  Warm regards,

  ******

• Initial Complaint

  Date:09/19/2023

  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 created a BILL account to receive a payment from a particular vendor. The payment went through thankfully. A few days later, **** notified me that they're canceling my account, and when I asked them why, they repeatedly stated that "based on Section 7 of our terms of service, we don't have to tell you why."I logged into bill only twice, and for now reason, they shut down my account

  Business Response

  Date: 09/25/2023

  Hi ********,
  
  My name is ****** and I manage 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 (03102529) 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:09/19/2023

  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.

  This business spammed me. I received an unsolicited email from them. When I found the way to unsubscribe (remember, I never subscribed) I had to type out my email address instead of just (like most reputable businesses) clicking on "unsubscribe" (which wasn't highlighted, and highlighting is a best practice).Don't patronize businesses that send you unsolicited emails soliciting your patronage (i.e. spamming).

  Business Response

  Date: 09/25/2023

  Hi *****,
  
  My name is ****** and I manage the Customer Escalations team here at BILL. I have received a copy of your BBB complaint and we're actively working to remove you from any/all email distribution lists.
  
  Once we've completed this, we'll follow up via email through the support case that I created to track this complaint, which is case 3102553.
  
  Many thanks, we'll be in touch shortly.
  ******

• Initial Complaint

  Date:09/07/2023

  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.

  On Friday, September 1, right before Labor Day weekend, our Bill.com account was shut down with no warning and no reason given. We had an invoice out to a customer who then tried to pay us on Friday, but the payment wouldn't work because our account was shut down. We were never given notice or a reason why our account was shut down. I still do not know why. This has caused us a significant amount of damage as it has caused us to lose credibility in the eyes of the customer who had multiple other invoices on the way from us after this one was done. We still have not received their payment and now the entire deal is on the ropes. I have been unable to get anyone at Bill.com to respond. Our **** ******************************** will not respond. I had a call scheduled this morning (9/5) at 9am Pacific time, he did not show up. He did not cancel, he just didn't show up. So I wasted more time with still no notice and no resolution. The damage continues to pile up, and Bill.com continues to provide no answers and no solutions.

  Business Response

  Date: 09/07/2023

  Good morning ***, 

  Please accept our sincerest apologies for these issues; we recognize the inconvenience and frustration these issues bring especially over a long weekend. 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! A member of our team will be reaching out to you directly to ensure all your concerns have been resolved and we will be happy to discuss any further issues at that time, and we will be reaching out to your rep to identify the root cause of the lapse in communication. Please respond directly to that email with any further questions or concerns. 
  
  Thank you, 
  
  -Malia 
  ****** of Escalations 

• Initial Complaint

  Date:08/18/2023

  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.

  I have a bill.com account to receive funds from the business *************** for. Up until recently once paid I was able to initiate an ACH transfer to my main business account. ********************** recently made a change to their UI and took away that ability which essentially holds my money hostage. I contacted them regarding this, and I was told via customer support this feature was slowly being replaced with a new design. When I asked how I could have access to my money to move it I was not given an answer. This is totally unacceptable if not illegal.

  Business Response

  Date: 08/21/2023

  Hi ****,

  Please accept our sincerest apologies for your frustrations with our system. 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! A member of our team will be reaching out to you directly to ensure all your concerns have been resolved and we will be happy to discuss any further issues at that time, including finding the best way to get your funds to you. Please respond directly to that email with any further questions or concerns. 

  
  
  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:08/18/2023

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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.

  Someone created a bill.com account using my email without my knowledge. I have made numerous attempts to contact this company and have gotten zero response. The automated response system has been useless. I tried to get a live person on the phone but have zero response. I sent an email to the ceo zero response. I am not a user of ****************** but I am having many problems as they are taking no responsibility or have zero concern for a major security breach on their system.

• Initial Complaint

  Date:08/17/2023

  Type:Billing Issues
  Status:

  UnpursuableMore 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 2 years to receive Covid Emergency Asssistance funds from the state. Recently, the portal changed to say that the amount was approved but gave no indication as to how we would be receiving the funds. 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 representive ************** : 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. If you are trying to locate a missing payment, If connected via The payment network you can send a reminder to your customer or payer for an unpaid invoice from within your Bill.com account or contact them directly." I'm pretty sure it has to be illegal just in the banking industry to deny a payee ANY information whatsoever on their funds but this is FEDERAL money meant for an EMERGENCY that was supposed to be disbursed over a YEAR ago. I'm absolutely astounded such an asinine and disgustingly unsympathetic policy can even exist. This company should be at least barred from doing business with the ******************* - at best be just shut down altogether.I have spent the last 30 minutes 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 on an approved payment but now I'm truly scared. I can't wait a day longer and I'm not going to allow a company to bumble around with something so important to my life : like whether or not I'll be on the streets. I demand they provide me information or Ill begin to pursue legal action.

• 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