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:12/18/2024

  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.

  I am a real estate agent with a Broker that works with an accountant company called "Bill" dealing with all our commissions. I was charged 1% call "instant transfer fee" of my commission ($290.80) at my second transaction without my notice, (they didn't charge at the first smaller amount transaction), I don't know if I clicked anywhere to trigger this cost but I was not intended to do in this way because it is ridiculous to being charged $290 to make a commission transfer... I got shocked when I realized they charged me $290 for a transfer fee, and explained everything to them, and stated that I didn't intend to transfer the commission with a 1% instant transfer fee, and I can transfer the commission back to them and request a regular transfer to my bank account. They tried to ignore my emails all the time at the very beginning when I emailed them, only started to reach out to me after I told them that I would escalate this complaint but still refused to refund my money back.i am requesting Bill to refund all my transfer fee back, and issuing a penalty for their ridiculous policies and bad customer service attitude for $5000.

  Business Response

  Date: 12/19/2024

  Hi, we have received your complaint. We sent you an email yesterday to the gmail email address that you provided when you shared a rating on our BBB portal. The case number for this message is 04883819. Please reply when you have a moment, we are here to help.
  
  Thank you for your patience, we look forward to speaking soon.

• Initial Complaint

  Date:12/16/2024

  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.

  I was offered a promotional item of Apple AirPod 4's for completing a demonstration of bill.com and how the company's bill pay system could be used in my business. I was initially contacted by ******* **** ********************* Representative (BDR)). Prior to the demonstration, I completed an email questionnaire sent to me by Mr. ***** The demonstration was conducted and completed on October 31, 2024 with a sales person by the name of ******* ****** Prior to the demonstration, I received an email that was ambiguous and I confirmed via email with ******* **** that I was eligible for the promotion. I then wanted to obtain additional confirmation and was assured by ******* ***** that if ******* had confirmed the promotion, then there should be no issues. After logging on to a Zoom meeting with Mr. ***** the demonstration was completed. During the approximately 20 minute demonstration, Mr. ***** could not answer many of my question and determined that based on my questions and concerns that Bill.com would not be a good fit for my business. Mr. ***** ended the meeting (not me), and I was expecting the promotional item (Apple AirPod 4's). Several weeks went by and I did not receive the promotion. I emailed and called Mr. **** at least 10 times and he never returned any of my phone calls or emails. Finally, I was able to speak with a supervisor ****** (BILL Customer Escalations Team) at ********************** that informed me that since I asked Mr. ***** for confirmation about the promotion I was not eligible. I am requesting that the BBB help resolve the dispute and I would like to be sent the promotional item that I earned by watching and completing the demo as was confirmed.

  Business Response

  Date: 12/27/2024

  Hi **** - Thank you for reaching out to us. We sincerely apologize for any inconvenience or frustration this matter has caused. Please know that your concerns are important to us, and we are committed to resolving this promptly.
  
  We have created support case ******** to address your concern. Our team is actively reviewing the details and will follow up with you directly via email to provide the assistance you need.
  
  Thank you for your patience and understanding as we work to make this right. If theres anything else we can do in the meantime, please dont hesitate to let us know.

• Initial Complaint

  Date:12/16/2024

  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 December 8, 2024 I signed up for bill.com to utilize this platform to create invoices and Bill customers however on December 9, 2024 an invoice was sent out to a customer. My customer proceeded to submit the payment and within 24 hours my account through ****************** was deactivated for no reason whatsoever when I try to appeal the decision based on I never received accurate information to why the account was closed I was then told by the representative that any payments that my client/customer submitted has been canceled however that is false my customer informed And provided proof documentation to me that funds were taken out of her account through ****************** to which was never given to me Ive reached out to this company via email to get an explanation. However, my email has been ignored. Im truly convinced that this time that this company is a scam that is scamming individuals out of their money and then deleting their account for no valid reason.

  Business Response

  Date: 12/27/2024

  Thank you for reaching out to us. We sincerely apologize for any inconvenience or frustration this matter has caused. Please know that your concerns are important to us, and we are committed to resolving this promptly.
  
  We have created support case ******** to address your concern. Our team is actively reviewing the details and will follow up with you directly via email to provide the assistance you need.
  
  Thank you for your patience and understanding as we work to make this right. If theres anything else we can do in the meantime, please dont hesitate to let us know.

• Initial Complaint

  Date:12/13/2024

  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.

  They will not let me cancel my subscription. Bill.com has robbed my company on there subscription for many months. I have tried to cancel over the course of 3 months. They are still not letting me do that. I have filled out a Account Cancellation form as well. No response nothing

  Business Response

  Date: 12/27/2024

  Hi ****,
  
  Thank you for reaching out to us. We sincerely apologize for any inconvenience or frustration this matter has caused. Please know that your concerns are important to us, and we are committed to resolving this promptly. 
  
  We have created support case ******** to address your concern. Our team is actively reviewing the details and will follow up with you directly via email to provide the assistance you need. Thank you for your patience and understanding as we work to make this right.
  
  If theres anything else we can do in the meantime, please dont hesitate to let us know.

• Initial Complaint

  Date:12/09/2024

  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 set up an ESSENTIAL trial account with the login **************************** I decided against paying for their service and tried to downgrade to a BASIC account. Instead, my ESSENTIAL account was completely closed with $18000 in there. I logged back in and my account was now BASIC and has none of my BANK ACCOUNT, DEBIT CARD, or PAYMENTS. I have tried the online chat and it is not helpful. I was hung up on when I requested to get a call, and now I have no access to either account. I have been sitting on the chat all day for assistance. I need to get my money out IMMEDIATELY

  Business Response

  Date: 12/11/2024

  Hi Tafena,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,

  ****** *. 

  
  

• Initial Complaint

  Date:12/02/2024

  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 use Bill.com,LLC for payment. There's a feature for users to select instant payment. On 11/26/24, I have reached out to have at least 10 times, requesting that feature be enabled. The process starts with the virtual chat, then users can request a call back, the customer service calls you back , most of them are out sourced in other countries, so they can other create a ticket to escalate, the agent won't provide the US Address. The agent are of no use, have absolutely no knowledge. During all my interactions with the agents, I was given different information, I was told the feature should be enabled within 30 minutes then another said the next day.. and here we are... I was able to get some information from an agent that the Risk operation teams, that would enable the instant pay feature on my account is located in the **... So I wonder if the customer service is really escalating this issue or is the Risk Operations team is just ignoring my request.. ************ was not my choice. I have a business and would never use this company, Where as I can't speak with someone to resolve important issues. Specially if there's an office in the **... I located the ********, ** location which just has the off shores agent, who only transfer you back to the customer service rep... **** is terrible! Good to know how this business operates!

  Business Response

  Date: 12/11/2024

  Hi *****,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,

  ****** M

  
  

• Initial Complaint

  Date:11/07/2024

  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 Im complaining about is a invoice financing company of some sort. They have me down as owing them for two invoices even after Ive shown them proof of all my business account deposit and have the company that goes through them send proof as well from their end. they continue to ignore this proof that has been emailed to them and they keep giving me the runaround telling me every month for about three months now that I owe them for money and that theyre gonna escalate my problem and get back to me and they never ever get back to me other than to tell me theyre gonna escalate the problem or the issue in emails or on phone calls. As of now, Im not sure how much money they have taken out of my bank account but the most recent total is $173.56 this month on the fourth. I did not authorize that. Owe them any money whatsoever and theyre stealing now

  Business Response

  Date: 11/08/2024

  Hi Dion
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,
  
  ********************** Office of Executive Escalations
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22526179
  
  I am rejecting this response because:
  There was no resolution stated as far as I could tell so no this is not satisfactory. As s matter of fact its the same tired company line theyve been giving me since day one a few months ago. I have the receipts to prove it. Every time this same line: were looking into this further or were escalating this or were reviewing this. & in the end despite the **** that i only got paid once a month from WHOMEVER still stands and the inability of this company to recognize that is not only hilarious but pathetic. How did  they ever come to be in business is what I keep asking myself. 
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/14/2024

  Hi Dion, 

  The outstanding balance on your account remains your responsibility. As you are aware, invoice financing is a line of credit that you have initiated, not your customer. Your customers will not be notified of your use of invoice financing.
  

  BILL and our lending partner, *******, only assume ownership of an invoice in the event of a default under the terms of the Invoice Financing Revolving Credit Agreement. As such, you are responsible for repaying the full amount of each financed invoice. We have proactively sent reminders to assist in prompting your customer to settle their balance, or alternatively, to help you address the outstanding amount directly.
  

  Please note that interest will begin accruing monthly at a rate of 15% (18.2% APR) on each due date until the financed invoice is paid in full. In the event of default on a financed invoice, we may need to intercept payments from other invoices, which are not part of the financing arrangement, to cover the outstanding balance on your invoice financing line of credit.

  BILL Customer Escalations
  
  

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22526179
  
  I am rejecting this response because: I never was paid more than once in a month 

  The invoice finance error is on universal according to BILL.COM. 

  IF I INITIATED AN INVOICE FINANCE IT WAS A MISTAKE. U GUYS ALSO HAVE THAT OHONE CALL RECORDED Where I discussed the mistake of filling out the invoice financing with one of your employees. The fact that you guys are 20 of them after me for money even though I never received it is robbery.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/18/2024

  Hi Dion, 

  Our team has been in constant contact regarding the issue at hand. If there are further question. Please respond to the internal ticket created. At this time it has been determined that the financed amount is valid. 

• Initial Complaint

  Date:11/04/2024

  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.

  After months of using bill.com and having a credit card account, they demanded excessive documentation and threatened to not pay the bills I had set for Payment until I took a selfie and provided 5 different documents. After providing them they said they wont do business with us again. I have charged back the monthly fee and filed a complaint with government regulatory agencies. Theres an investigation in going with the **** regarding these practices.

  Business Response

  Date: 11/04/2024

  Hi ***********,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,

  ********************** Office of Executive Escalations

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22503611
  
  I am rejecting this response because: you have had over $9100 of my money for ever a week and have not paid any of the vendors. My employees health insurance has lapsed for non payment because you failed to send the payment. Additionally you have materially harmed my business.

  refund my money immediately 

  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 01/28/2025

  Hi ***********,
  
  We understand that this situation may be disappointing, and we sincerely apologize for any frustration it has caused. Your account was closed following a review by our underwriting team. These reviews are conducted to ensure compliance and to uphold the safety and integrity of our platform and customers.
  
  For security reasons, we are unable to share specific details about what triggered this decision, as doing so could potentially compromise the measures we have in place to protect our system.
  
  We truly regret that this is not the outcome you were hoping for. We value your understanding and are grateful for your time. Should you have further questions or need additional assistance, please dont hesitate to reach out.
  

• Initial Complaint

  Date:10/23/2024

  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.

  One of my clients uses Bill.com services to pay their vendors, which you have to create an account for on their website input your bank details in order to receive payment. When my payment was received, I received an email (uploaded) that had a link saying that they were offering a 30 day trial for instant deposit fee free. I clicked on the link which took me to their site, which had the "Instant deposit: option which I clicked on. However, it charged me a fee, and did not initiate the 30 day fee free deposit. Bill.com retained $1,000 of which is coming out of my personal payment after I use the total amount received to pay other vendors and business expenses.Bill.com refused to refund me $1,000 - dispite them falsely advertising and using a faulty link in the email that didn't in fact take you to the offer, but tricked you into accepting instant deposit while paying the fee. I also attached the email where you can see the advertised free trial and fee with clickable link. It's a really shady business that uses these type of techniques.

  Business Response

  Date: 10/25/2024

  Hi ******,

  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,
  
  ********************** Office of Executive Escalations

• Initial Complaint

  Date:10/22/2024

  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.

  For at least 6 months I was charged $50 / month by Bill.com after I accepted a payment with the free trial. I am an individual contractor, and did not need or use any of the services described in the plan I was auto-enrolled in. I thought I needed to pay a fee to receive payments, which I did not. The company has not accepted any responsibility or offered a pathway to restitution, but I feel the public should be more aware of this predatory scheme.

  Business Response

  Date: 10/23/2024

  Hi ******,
  
  We would like to extend our gratitude for taking the time to provide feedback on our services via the Better Business Bureau website. Your insights are invaluable to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Please be assured that your concerns have been brought to the immediate attention of our dedicated team. We are currently undertaking a thorough investigation to address the issues you have raised, and we have sent you an email to establish a line of communication.
  
  We genuinely appreciate your patience and understanding throughout this process. Rest assured, we will reach out to you as soon as our review is complete, and we are fully prepared to assist you further.
  
  Once again, thank you for bringing these matters to our attention. Your feedback is instrumental in helping us improve our services and provide a better experience for all our valued customers.
  
  Warm regards,
  
  ********************** Office of Executive Escalations