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:

  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.

   
  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,
  
  *************************

  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 

• 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