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:04/12/2023

  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.

  The company tried to bill my account for no usage.

• Initial Complaint

  Date:03/09/2023

  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.

  In the last year, I have requested a way to view or otherwise obtain prior paystubs. My employer uses bill.com to pay independent contractors and says bill.com is the only source for these documents. Bill.com says I must set up an account to view my information but they require that I enter my bank account information to do it. I am not using the service other than to receive **** payments from the agency that sends me work. I am paid by paper check to avoid electronic storage and use of my bank account information. Im on my third attempt to get my documents, and again I am told that without an account, I cant see or request any documents. To add further inscrutability, after each chat Im sent an email saying theyve replied to my concern, and I just have to LOG INTO MY NON-EXISTENT ACCOUNT to read it. This endless loop of frustration seems unbreakable, and I assert that my payment record should not be held behind a login that compels me to share sensitive information in order to ****************** with this company. My agency contacts have been unable to get bill.com to offer an explanation or to provide my documents. What are my options?

  Business Response

  Date: 03/13/2023

  Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19577686
  
  I am rejecting this response because:
  
  I do not have access to, nor will I create a Bill.com account, so I am unable to respond to any tickets or messages. Bill.com sends a message link to my email, and since I cannot respond, my complaint tickets are closed. They give no other contact option. 
  Sincerely,
  
  *************************

  Business Response

  Date: 04/03/2023

  Hello,
  
  We sent an email to **** on Mar 13 ?03:32 pm clarifying that we are not a payroll company, and as such, we do not distribute **** forms. **** will need to work with her employer to receive a **** tax form.
  
  To create a BILL account, certain required information must be input at the time of account creation. This will allow **** to see transactions/payments that she has received, but will not be an official **** form for tax filing purposes.
  
  We will reply and convey this via email once more.
  
  Warm regards,
  
  *************************
  Manager - BILL ******** Escalations

• Initial Complaint

  Date:03/07/2023

  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.

  {This complaint is for Bill.com}I received Covid-19 Emergency Assistance funds from ****************************** Relief Program. There was a problem with the Check so on Dec.02, 2022 I emailed the Program a request to have my check reissued. On Dec.08, ************************************************************************************************************************ my mailbox 2-5 weeks. 6 weeks pass my Landlord and I would like some kind of update. My Brother-in-Law tells me that the *********** uses bill.com to disperse funds (issue the checks). I contact bill.com seeking a check reissue date, they told me this... Apologies we no longer have the features to access Rent Relief payment information, kindly contact Rent Relief directly regarding late payment. So, bill.com is not going to provide any updates whatsoever on the status of our rent relief payments ? Instead inexplicably directing us back to the Rent Relief Program (they do not give any useful info either) and this turns into in a loop of nonsense. Now it has been over 3 months and my check still has not been reissued. Bill.com has mis-handled my funds. This is putting me in a position to be evicted with no place to live and a judgement against me for back rent. Bill.com reissue my check now./ I don't have any time left.

  Business Response

  Date: 03/13/2023

  Thank you for reaching out and we apologize for the poor experience. We have created support ticket #*******  to investigate your concerns. A member of our Leadership Team will be in touch shortly.

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19548943
  
  I am rejecting this response because:
  The business response states that I will be contacted soon. Hopefully my complaint will be resolved at that time.
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/03/2023

  Hi *****,
  
  We apologize for the experience and emphasize for the situation that you are in. BILL is no longer a payment processor for ************** CA Covid19 Rent Relief payments, this took place prior to December 02 2022. Being said, we suggest connecting with your case manager at ************** to resolve this request.
  
  Warm regards,
  
  ******
  Manager - BILL ******** Escalations
  

  Customer Answer

  Date: 04/28/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:03/07/2023

  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.

  Re: Ticket #*****DKBRKZPDPC1sgaz A client uses Bill.com to send payment. I created an account with Bill.com to receive payment. After connecting my bank account to the website, Bill.com asked me to verify my identity by submitting photos of my driver's license and passport. I submitted a non-censored scan of my DL and a censored scan of my passport (removing birth info and passport #, for privacy). They asked me to send a non-censored scan of my passport, which I declined citing that I had my identity stolen before and wanted to learn about their privacy policy before sending a non-censored scan of my passport. They declined to respond to my question and said the following..."Based on our underwriters' review of your account and documents provided, we are not able to approve a BILL account for **business name**. At this time, your account has been deactivated and canceled. You will not be charged for any subscription fees for the current period."I'm concerned and disappointed in Bill.com's handling of this situation. Not only did they decline to respond to a legitimate concern, but they also deactivated my account after I sent documents per their identity verification policy - ****************************************************************. I also suggested using an alternative solution by using public verification service as mentioned here - ****************************************************************************************************************************.

  Business Response

  Date: 03/13/2023

  Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

• Initial Complaint

  Date:03/05/2023

  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.

  Jan 14, 2022 - Current.I have been waiting for months to receive Covid Emergency Assistance 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. TWO invoices have been made for my tenant, one was approved and then disappeared (Dec 09, 2022). Second one had been created but is stuck in limbo(Feb 23, 2023)Now, 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 l'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 l'Il be on the streets. I demand they provide me information or Ill begin to pursue legal action.

  Business Response

  Date: 03/13/2023

  Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

• Initial Complaint

  Date:02/14/2023

  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 had a check fraud situation so we reached out to support, it took over three hours, and nothing was resolved. They keep sending a link to required paperwork that does not work - it just redirects to the bill.com homepage. We have repeatedly advised support that the link does not work and sent a video of us being redirected. They have not provided any further solutions. We need to resolve this check fraud issue as soon as possible and are getting no where.

  Business Response

  Date: 03/13/2023

  Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

• Initial Complaint

  Date:01/12/2023

  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.

  A check #********** was remitted to ********** ****************** on March 17, 2022, in the amount of $700.00 for the January and February 2022 repayment of a bond claim. It was cashed by a company named ************************** for ********** ***************** on April 6, 2022. I have a copy of that check front and back. I notified out Circuit ************* on May 26, 2022, when ********** Insurance informed me that they never got the payment. Circuit Rider handles all disbursements through Bill.com and then checks are issued by ******************** N.A. I received a notice from Circuit Rider on June 3, 2022, that ***** would do a fraud investigation and it would be midweek before we hear anything. I also have further email trains that include instructions for ********** ***************** to complete a fraud report and this was done by ********** Insurance on August 3, 2022 and submitted by Circuit Rider on August 9, 2022. I was then informed that it could take up to 90 days which made it November 9, 2022. The Bill.com case number is #*******

  Business Response

  Date: 01/26/2023

  Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

• Initial Complaint

  Date:01/05/2023

  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.

  Car towed to ******* after close. In early AM ************** ***** called: car had a dead battery that would no longer hold charge. They checked trouble codes which came up clean. Nothing else was found except wiring casing rodent chew which I had told them had been there a long while. I was given NO ESTIMATE at anytime during this call or any to follow. Nothing was wrong after the battery replacement early AM, yet, they needed to keep the car and keep checking electrical system. Call number two (afternoon) they said there could be something seriously wrong with the electrical system; so bad that they were not even able to identify what was wrong because codes could be erroneously coming up clean. End of the day (third call) car was fine other than having the dead battery which was replaced in early AM. ******* STILL wanted to keep the car overnight to drive it in the morning the next day. There was still NO ESTIMATE given. Charges: $611 ( $400 was labor for a battery change/clean code check). No estimate given before the work or during the constant checking so i could possibly tow elsewhere for fair labor cost. No shop anywhere here charges $400 to change battery. They also stated on invoice 'didn't find any obvious damage to wires' (in fact, they were so unconcerned that they did not even tape the wires where there was casing rat chew even though they deemed it important enough to keep "checking and driving car" ~24hr held car after new battery no estimate before work). I inquired why. They gave $40 battery coupon but refused to address the labor charges. They simply kept reading the invoice over again about what the mechanic stated. Payment counter service worker also refused to take my question for an explanation of how the labor was not at fair market value for a battery replacement and why I was not given estimate for this. Next they refused that i might have a discussion with some one in charge. Glove box was additionally dissembled left on the front floor.

  Business Response

  Date: 01/18/2023

  Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.

• Initial Complaint

  Date:01/05/2023

  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 have been trying to receive my payment for a completed project since Dec. 9, so almost a month now. I log in to find the funds have been transferred to ******** funds (which is good because I am ******** and have a ******** bank). I then choose to withdraw the funds and it show that the next day I will receive this epayment in my bank account. The next day comes and logging onto my account it says the funds were refunded back to Bill.com because of an unsuccessful deposit. This has happened three times and when I sit on support to chat with someone (there is no phone number for these people!) for an hour they basically ask me the same questions over and over. One person said it was because I don't have **** account but I explained that this company has paid me this way before without any issues and then they just say the money will be in my account tomorrow. They cannot find any reason why it isn't working. This is my livelihood and I require to be paid this money or at least find out if there is anything I can do to resolve this.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/18) */
  Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.
  
  
  Consumer Response /* (2000, 7, 2023/01/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/27/2022

  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.

  This company has closed our account and will not give us a reason why, we were in the middle of receiving payments for customers. We've also paid them for two months of services.
  
  I also noticed that we had duplicate accounts with him and asked him to close our other account which they didn't give us a link to do so but then at the same time told us that they are operation team is not going to reopen our current account that we had open in good standings. We've been receiving payments for clients for a while now through our account with them and all of a sudden they closed it.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/09) */
  Thank you for reaching out and we apologize for the poor experience. We have created support ticket #******* to investigate your concerns. A member of our Leadership Team will be in touch shortly.