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:03/22/2024

  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.

  My business received an invoice from a vendor via bill.com. Created an account (as that's the only way it would allow me to pay an invoice) and paid $40,000 through bill.com and now bill.com will not release my payments to my vendor. Wanting verification documents that are absurd. I've uploaded all the required documentation but now can't get anyone to respond or verify my information.

  Business Response

  Date: 03/26/2024

  We acknowledge the complaint filed by ***********************************] regarding the closure her account and the refund of all payments.
  
  Upon thorough review conducted by our Risk Operations team, *********'s account was closed in accordance with our company's policies and procedures. We can confirm that all payments have been refunded.
  
  We appreciate the opportunity to address this matter and assure you that we are committed to upholding the highest standards of service and integrity.
  
  Should you require any further information or assistance, please don't hesitate to contact us directly.
  
  Thank you for your attention to this issue.
  
  Sincerely,
  
  BILL ****** of ********* Escalations
  
  

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21459180
  
  I am rejecting this response because:

  This complaint needs to stay on file as bill.com had no intentions of sending the large sum of money that received from me to my vendor.  Nor refunding it immediately.  Yes, I ultimately received a full refund from bill.com, but not for weeks and having to contact bill.com 17 times in one day for someone to agree to refund.  This includes being screamed out by a "manager" or "supervisor" because "bill.com does not have to explain why they won't approve my account", but yet, they were still holding over forty thousand dollars of my money.  

  Other companies need to be aware of bill.com's business practices.  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/09/2024

  Hi *********,
  
  I hope this message finds you well. I wanted to follow up on our recent conversation regarding your experience with BILL.
  I'm writing to confirm that all payments associated with your account have been successfully refunded. I apologize for any inconvenience or dissatisfaction you may have experienced during your interactions with BILL.
  Your feedback is valuable to us, and we take your concerns seriously. If there are any specific issues or areas where we can improve our services, please don't hesitate to share them with us. We are committed to addressing any concerns you may have and ensuring a positive experience moving forward.
  Thank you for your understanding, and please feel free to reach out if you have any further questions or need assistance.

  
  Best regards,
  
  ******

• Initial Complaint

  Date:03/22/2024

  Type:Order 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.

  Company keeps making excuses as to why payment is delayed. Each employee at the call center creates a different excuse, none of them talk to each other or know what is going on. It's been two weeks and the issue is still not resolved. The company seems fraudulent.

  Business Response

  Date: 04/02/2024

  Hi ******,
  
  Thank you for reaching out to us with your concerns. We acknowledge receipt of your complaint submitted to the Better Business Bureau, and we take your feedback seriously.
  
  Please be assured that we are actively investigating the matter to address your concerns appropriately. Our team is committed to resolving this issue in a timely and satisfactory manner.
  
  Should you have any further questions or require additional assistance, please do not reply to the email that we just sent to *********************.
  
  Thank you for your patience and understanding.
  ******

  Customer Answer

  Date: 04/03/2024

   
  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:03/20/2024

  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.

  Bill.com is holding my personal business financial information captive. I am administrator on my business accounts and they have refused to disconnect from my prior accountants platform with the prior accountants approval. The prior accountants are not cooperating solely because they are upset I am leaving. Bill.com has no legal right to not disconnect me as it is my personal financial information and they are making things very difficult for me.

  Business Response

  Date: 04/01/2024

  
  
  Hi *******,
  
  Thank you for reaching out to us with your concerns. We acknowledge receipt of your complaint submitted to the Better Business Bureau, and we take your feedback seriously.
  
  Please be assured that we are actively investigating the matter to address your concerns appropriately. Our team is committed to resolving this issue in a timely and satisfactory manner.
  
  Should you have any further questions or require additional assistance, please do not reply to the email that we just sent to *********************.
  
  Thank you for your patience and understanding.
  ******

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21425748
  
  I am rejecting this response because:

  There was no information regarding my complaint.  I have received no follow-up to my complaint  

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

  Business Response

  Date: 07/09/2024

  Hi *******, 

  Regrettably, The accounting firm denied the request for  the account to be unlinked without their explicit permission. As a third party, BILL does not have the authority to perform such actions independently. You will need to work with your previous accountant to sort this matter out. 

  **************** 

• Initial Complaint

  Date:03/20/2024

  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.

  Bill.com turned off my account for no reason. I was using their services and never had an issue and I never reached out to them. After several months they delete my account and refuse to call me. I filled a complaint and they called and I could not hear the person on the other end. Instead of trying to call me back they decided to send me an email. In the email they said they tried calling and claimed they can hear me, but I could not hear them. The email asked what is a good time to call me back and I responded within a few minutes. And the routine happened again. They called - I tried talking - nobody responded - nobody called back - they sent another email. This happened four times and then they stopped calling me. I feel like Bill.com could hear me, but they didn't want to talk to me. Instead, they called and sent an email so they can make a claim that they tried reading out to me. Sounds like Bill.com needs to hire a person who is stronger and is not afraid to talk to a customer.

  Business Response

  Date: 04/01/2024

  Your response seems appropriate and professional. However, you have a typo in the sentence "Our team has attempted to reach you via email and phone several times within the past week. hould you have any further questions...". The word "hould" should be corrected to "Should".
  
  Here's the corrected response:
  
  ---
  
  Hi ******,
  
  Thank you for reaching out to us with your concerns. We acknowledge receipt of your complaint submitted to the Better Business Bureau, and we take your feedback seriously.
  
  Please be assured that we have actively investigated the matter to address your concerns appropriately. Our team is committed to resolving this issue in a timely and satisfactory manner. Our team has attempted to reach you via email and phone several times within the past week. Should you have any further questions or require additional assistance, please respond to the email sent to you at **********************.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  ******

  BILL ****** of ********* Escalations

• Initial Complaint

  Date:03/06/2024

  Type:Sales and Advertising 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.

  Bill.com has been advertising a $25 eCard as a reward for signing up for their instant transfer service. I and several of my coworkers with Air Tutors have signed up, but bill.com never followed up with the promised gift card. I want them to either discontinue the offer or actually honor it, because otherwise it's false advertising.

  Business Response

  Date: 03/13/2024

  Hi *****,
  
  Thank you for reaching out to us with your concerns. We acknowledge receipt of your complaint submitted to the Better Business Bureau, and we take your feedback seriously.
  
  Please be assured that we are actively investigating the matter to address your concerns appropriately. Our team is committed to resolving this issue in a timely and satisfactory manner.
  
  Should you have any further questions or require additional assistance, please do not reply to the email that we just sent to *********************.
  
  Thank you for your patience and understanding.
  ******

  Customer Answer

  Date: 03/20/2024

   
  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:02/22/2024

  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 signed up with this company and they closed my account without notice. I am now unable to link my bank account from my account with them. I want my bank account deleted from my account with this company and then I want my account with this company completely deleted.

  Business Response

  Date: 03/13/2024

  Hi ****,
  
  Thank you for reaching out to us with your concerns. We acknowledge receipt of your complaint submitted to the Better Business Bureau, and we take your feedback seriously.
  
  Please be assured that we are actively investigating the matter to address your concerns appropriately. Our team is committed to resolving this issue in a timely and satisfactory manner.
  
  Should you have any further questions or require additional assistance, please do not hesitate to reply to the email that we just sent to ***********************.
  
  Thank you for your patience and understanding.
  ******

• Initial Complaint

  Date:02/12/2024

  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.

  I've been a BILL.com consumer for years without issue, but just recently have been put in the position to make use of the invoice financing option. After financing 2 invoices totaling $30,000 without issue, every invoice since has not been "eligible". What I have ascertained from talking to several *************** and 2 "escalation" team members is they have an algorithm they use but actually cannot tell you what's wrong with any given invoice that's not eligible. I have customers that pay late and need to rely on this feature - If I cannot, the reasonable expectation is that you tell me exactly what's wrong with an invoice, and why BILL.com cannot deliver on this much touted functionality.

  Business Response

  Date: 02/13/2024

  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 out 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:01/10/2024

  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.

  They are not responding to my request to delete my account (case ID *********. Delete my account and respond to the chain of 4 emails over 1 month where I've asked you to delete my account

  Business Response

  Date: 01/11/2024

  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 out 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,
  *******

  Customer Answer

  Date: 01/14/2024

   
  Complaint: 21118830
  
  I am rejecting this response because: They finally reached out. But they still have not CANCELLED/DELETED my account. I submitted a CANCELLATION request. Instead they just deactivated it but I can still log in. I need the account CANCELLED. That is the request I put in OVER A MONTH ago
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/22/2024

  Hi *******,

  This is our final response.

  In reference to Case ********, we would like to inform you that ******* has verified the deactivation of the account linked to your email address, effective 12/11/2023.
  To facilitate your privacy concerns, we have shared the necessary details for submitting a Data Deletion request. Our dedicated Privacy Team will meticulously review and manage your request. Following the completion of the data deletion review, they will provide you with a direct update.

  Warm Regards,

  Jazmien

  Customer Answer

  Date: 01/25/2024

   
  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:01/04/2024

  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.

  This company took money from my account. This is theft. I never authorized nor do I even know how they have my account information. They are listed on my bank statement with their phone number per my bank.

  Business Response

  Date: 01/04/2024

  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 out 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,
  *******

• Initial Complaint

  Date:12/29/2023

  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.

  Several years ago I was paid for a one-time hobby assignment by a company using Bill.com. I was never unable to collect this payment because of Bill.com's registration. They require you to name your company/small business in the course of registration, and I do not have a company and am not self-employed. There was no way to say "I don't have a company and I am not self-employed." Due to this policy I was never able to collect the payment owed to me. I have made numerous requests to Bill.com to delete me from their system. As I am not a business owner, do not have a company and am not self-employed, I have no use for their services and will never have use for them. Unfortunately even seeing the support responses to these requests in the dashboard requires me to complete the form identifying my "company" and certifying for IRS purposes that I am a business owner, and I cannot do that as it is not true. So, I can't even read support's response.As a result years later I am still getting emails from Bill.com as recently as December 2023. I have no way to unsubscribe or to remove myself from Bill.com's database. I do not want them to have my information. I don't even care about the money, I just want to be off their database.

  Business Response

  Date: 01/03/2024

  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 out 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,
  *******

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21065318
  
  I am rejecting this response because the issue is still not resolved. The *** from Bill.com did contact me but totally misunderstood the issue. When I was able to explain it to them, they asked me to contact a different email address at Bill.com. I emailed this address, [email protected], on Saturday and as of Tuesday have not had a response. Since I have a limited amount of time to respond/reject the business's response, and my complaint still has not been properly addressed/resolved in any way, I have to reject their response. 
  
  To reiterate my initial complaint I want Bill.com to completely delete my account and flag my name/phone number/email so it cannot be re-added to Bill.com products in the future. I cannot do this myself because I have no way to get past Bill.com's registration requirement to declare myself as a business owner to take any action on the account or even read responses from support. I have already asked Bill.com support to do this twice with no success. 
  

  Business Response

  Date: 03/13/2024

  We appreciate you taking the time to share your concerns with us. We understand the frustration you may have experienced regarding the verification process for closing and deleting your account.
  
  On Jan 29, 2024 at 11:53 AM PST, our team communicated the necessity to verify your identity as part of our standard security protocol. We acknowledge receipt of the requested information and promptly processed your request on January 30, 2024 at 7:44 AM.
  
  We reached out to you through support case ********, delivered to the email address associated with your account, *************************** to confirm the completion of your request.
  
  Please be advised that certain information, such as your tax ID, is required during the account creation process to ensure compliance with regulatory requirements.
  
  We value your feedback and are committed to addressing any further inquiries or concerns you may have. Please feel free to reach out to us by replying to the email sent to ***************************