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:10/17/2025

  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.

  ************************** is billing me continuously after I have canceled my subscription. They do not provide a phone number to call texting them with the complaint and showingthem the double charges throughout the past months did no help. They contacted me via email and said they have no record of billing. although my credit card statement says otherwise their billing support is very bad. They do not help you even though when you can prove that they wrong via person on the other side of the text, just provide you boiler plate answers. I have repeatedly tried to get rid of this charge. The company is guilty of double billing triple billing, and fraudulent billing.

  Business Response

  Date: 10/17/2025

  Hi ****, 

  Thank you for the opportunity to respond to this issue. Upon investigation, it looks like you currently have two Expensify accounts. At one point, you had three: one account was successfully closed in Feb. 2023, and the other two accounts you had cancelled your annual subscription, but the workspace(s) remained. It's not that you're being double billed, but that you have two separately existing accounts. I understand you're no longer using either account, and the I've escalated this with our support team with these details to take a look at the settings of your account and issue a refund. They will follow up with you at your ********* email address, that you reached out from earlier this week. 

  Thank you, 

  ******* *****

  Compliance Manager

• Initial Complaint

  Date:10/08/2025

  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.

  Our company has been undergoing extensive staff and software transitions. We did not sign any agreements or contracts, and we are no longer using the service. They are refusing to stop charging us. I just want to close the account and they will not let us, even though we are no longer using the service. It has been a nightmare to deal with them from the beginning, and customer service is atrocious.

  Business Response

  Date: 10/17/2025

  Expensify appreciates the opportunity to respond to this matter.

  According to our records, the complainants company began an annual subscription with Expensify on September 25, 2024, at which time the account owner added a billing card and accepted Expensifys Terms of Service (********************************************). Section 1.10 of those terms (Term and Termination) outlines the duration of the subscription and conditions under which it may be terminated. Please see attached for excerpt. 

  The subscription was subsequently modified in May 2025 to increase the number of active members from 1 to 6. As noted directly within the subscription management interface (see "Subscription" screenshot), any adjustments to the subscription automatically update the contract term and renewal dates. Accordingly, the current subscription term now runs through May 1, 2026.Our records also indicate recent user activity within the associated workspace, confirming continued access and utilization of the service (see "Recent activity" screenshot).

  In response to the complainants prior communications, Expensifys support team provided timely guidance via in-app chat, including detailed instructions on how to disable the automatic renewal option to prevent renewal upon the expiration of the current term (see ***************** response" screenshot). As of this writing, that step has not been completed, and therefore the subscription remains active through its paid term.

  While Expensify is unable to cancel or refund an active annual subscription that has been agreed to and utilized, we remain committed to supporting the complainants organization. To that end, we offer to assign a temporary account manager (typically reserved for company's with larger subscriptions) to assist with onboarding, feature utilization, and maximizing the value of the existing subscription for the remainder of the term.

  Expensify has acted in accordance with its published Terms of Service and has 24/7 live agent customer support to aid in any product issues. 

  Sincerely, 

  Shaelyn Combs 

  Expensify, Inc. 

• Initial Complaint

  Date:09/29/2025

  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.

  Ive been trying to cancel my account, but an error keeps popping up. I reached out to customer service, but theyre beyond unhelpful and just keep asking me the same questions instead of resolving the issue on the backend. It seems like they may be using AI for their customer service. Im reaching out to cancel and refund my account.

  Customer Answer

  Date: 10/01/2025

  Hi there,

   

  I have additional info for my recent claim. As the company charged my card for a donation yesterday without my consent again. This is the second charge in 3 days.

   

  Thanks! 

   

  Best,

  Arielle Berneman 

  Business Response

  Date: 10/07/2025

  To whom it may concern:

  
  We appreciate the opportunity to address the concerns raised in the complaint filed on September 29, 2025. At Expensify, we value our customers and take all feedback seriously, as it allows us to improve our services and maintain transparency.
  

  The customer reached out to our support team on September 29, 2025, at 9:27 AM requesting assistance with cancelling their account after encountering an error message. Our support staff promptly responded, providing detailed instructions for cancelling the subscription and asking clarifying questions to better understand and resolve the reported error.
  

  When the customer replied that the issue persisted and requested cancellation assistance, our team verified the account status and at 10:19 AM confirmed, with a screenshot, that the customers monthly subscription had been successfully cancelled.
  

  At 10:33 AM, the customer stated that the cancellation was not reflected on their end. Our team responded, requesting a screenshot at 10:35 AM to clarify the discrepancy, but no screenshot was provided. The customer then informed us that they had submitted a complaint with the BBB.
  
  As we understand that the customer was charged, and then requested to cancel the subscription same-day, we have issued a refund of $4.99 to the customer, completing their cancellation request in full. Please allow 5-10 business days for the refund to appear to the original form of payment.
  
  We regret any inconvenience the customer experienced and appreciate the opportunity to resolve this matter promptly.
  We hope this resolution addresses the concern and demonstrates our commitment to excellent service. Please let us know if further clarification is needed.

  Thank you, 

  Shaelyn Combs 

  Customer Answer

  Date: 10/08/2025

   
  Complaint: 23948224
  
  I am rejecting this response because: 

  Thank you for providing the refund. I am still seeing a charge for a donation that I did not give consent for. Can you please also refund that charge?
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 10/13/2025

  Hi Arielle,
  
  I do see your donation of $3.72 USD to **************************, and Ive attached the receipt here for reference.

  
  Opting in to donate to ************************** is a voluntary action that must be selected by the account holder. That said, I understand how this could have happened inadvertently. I can confirm that your donation selection has now been removed, so you will not see any future charges.

  
  Additionally, I have processed a refund for this donation to your card ending in x1009. Please allow 510 business days for the refund to appear on your statement, depending on your banks processing time.

  
  If you have any other questions or concerns, please dont hesitate to let me know, Im happy to help.

  
  Best regards,
  Shaelyn

• Initial Complaint

  Date:05/06/2025

  Type:Order 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 for expensiveness and had an initial zoom meeting with one of their ***resentatives. During the zoom, both their sales *** and I agreed this product wasn't what I was looking for. I was instructed on how to cancel and was assured that I would not be charged. They are now billing me monthly and everytime I try and cancel it won't let me unless I pay a $20 fee.

  Business Response

  Date: 05/23/2025

  Hi *******, 
  
  Thank you for the opportunity to respond to this complaint. We appreciate the chance to clarify the situation and demonstrate our commitment to providing clear, fair service.
  
  The customer originally held an annual subscription for an Expensify workspace, which they requested to cancel. As requested, the annual subscription was canceled. In accordance with our billing policy, when an annual subscription is canceled but the workspace remains active, the account transitions to a pay-per-use model. Under this model, no charges are incurred unless there is user activity in the workspace.
  
  In this case, on May 6, 2025, we informed the customer that automated activity within the workspacespecifically related to billing receipt report ID ************************* a charge. While this charge was valid under our policy, we also understand that the customer may not have intended for this activity to occur.
  
  As a goodwill gesture, we offered to fully refund the charge upon payment and confirmation of workspace deletion. We communicated this to the customer via email and promptly issued a refund of $20 on May 7, 2025, after confirming the steps were completed.
  
  We believe this resolution is both fair and consistent with our billing terms, and we remain available to assist further if needed. If the customer has additional questions or concerns, they are welcome to contact us directly at ***************************************************************.
  
  Sincerely,

  ******* *****

  Compliance Manager 

  Expensify, 

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23294178
  
  I am rejecting this response because:  Their response is a bit of a "spin" on what happened.  They did eventually give me my refund but it was only after I contacted the BBB.  It took me minutes to sign up for their service and weeks to cancel it.  I was never able to speak with someone over the phone only the bots on their website.  Again, when I signed up they were quick to pick up the phone but as soon as I wanted to cancel it was as if nobody worked there.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 05/27/2025

  Hello, 
  
  Thank you for the opportunity to respond to the concerns raised in this complaint.
  
  Upon review of the account activity and support history, we would like to clarify the following:
  1. Account Closure and ****************start="457" data-end="460"> On April 2nd, *** was advised to delete the workspace in order to avoid any further charges (see attached). Unfortunately, this step was not completed. As a result, and due to continued activity on the accountincluding automated processes previously set upa charge was incurred.
  
  2. Support Channels and *********************start="912" data-end="915"> Expensify does not offer phone support. Our support options, including 24/7 in-app chat, are outlined here: **********************************************. While *** did initially speak with a sales/setup specialist during onboarding, ongoing support is provided via chat. Our Account Managers are reserved for large customers with complex workflows. As shown in the attached chat record, our agents responded promptly to **** messages and provided real-time assistance throughout the exchange.

  
  3. Refund Process and ***************start="1468" data-end="1471"> Reviewing the support history, the chat was escalated to our top-tier support team. That team had already initiated the refund process approximately 45 minutes before *** indicated he would report the issue to the BBB, proving his threat to report to the BBB did not weigh in on our internal decision to refund the incurred charge.
  
  We hope this clarifies the situation and affirms that Expensify acted in accordance with its policies and with timely support throughout the process.

  Thank you.
  

• Initial Complaint

  Date:04/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 used the Expensify billing system and collection system for several years, but in trying to discontinue the service over the past three months I have been unable to get the service subscription cancelled. When I first started out, I was a free customer for at least one year. Then they inadvertently stopped the free service and started charging me, I've never signed any annual subscription requirements, but they claim that I'm on one and that I cannot cancel it, which is completely false. I would like a refund, they charge $43.00 a month even though they don't do anything with my account for the last several months, but more importantly I want the service stopped now.

• Initial Complaint

  Date:03/12/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 had recurring, shady issues with Expensifys billing system, and after my latest experience, I cant recommend this platform.I never canceled my personal subscription, yet it was automatically canceled due to a failed credit card chargewithout any notification that my card had declined. Somehow, my new credit card (which I never manually updated) was mysteriously applied to a Group account I never created or authorizedand I started getting charged $10/month for it.Expensifys billing system is confusing, opaque, and borderline deceptive. There was no email or notification when my new card was added, no transparency about how this happened, and no easy way to fix it. Given that I travel frequently, I expect clear, upfront billinginstead, I keep running into unauthorized charges and a lack of accountability.If youre considering Expensify, be extremely cautious about their billing practices. They make it way too easy for unexplained charges to show up, and their lack of transparency is concerning. I highly recommend looking for a more reliable alternative. ??

• Initial Complaint

  Date:02/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 opened an account with ********************** at the recommendation of the payroll app, Gusto. I have tried for over a month to close the account with ********************** and the system won't let me, allegedly an error occurs whenever you follow the instructions to close it. I have corresponded with their customer support with no resolution and when I follow up they only respond they're working on it. It is not difficult to close an account for some reason they don't want to and it is seeming as though they are an unscrupulous and fraudulent company. PLEASE HAVE THEM CLOSE THIS ACCOUNT ASAP

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 Expensify App lost the connection with my bank, when I tried to reconnect it they requested multiple documents from with personal information on it such as 1. My vehicle registration 2. My bank statement 3. copy of my drivers license front and back 4. A video recording via my phone. 5. A letter from my bank.After all this they still could not get my bank connected so it was useless, when I tried to to cancel they are charging me an extra $20 for using there chat system to try to get help from them!? They said there is no person you can speak to only a chat system. Now they have a lot of personal information about me and still cannot help me, but want to charge me an extra $20.00? This is such a scam and they now have all my information but won't/can't help me due to there faulty app.

• Initial Complaint

  Date:02/04/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Our organization decided to use the services of Expensify to manage our employee credit card reporting system. They offered a free trial period for us to use it and see if it would work as a solution for us. We set up an account with them and began implementation around August or September 2024. Unfortunately, there were so many bugs in their recent QuickBooks Desktop integration rendering the system completely unusable. I spent over two grueling days trying to troubleshoot issues with them to no avail. This is all fine and we simply decided to ditch the effort and move on. However, the trouble began when I was unable to close our account and yet they wanted to charge us. They make you go through various steps online to close your account but these steps did not work and I kept getting error messages. I reached out and at first no one even responded. Then, after reaching out again, I was instructed to do various steps in order to close the account but nothing I was told to do ever worked. We were in a free trial period through October 10th which they confirmed to me. I believe the reason I could not close the account is that there were uncleared balances on our account from August and September when they had erroneously charged us while in the free trial period. I don't know what the issue was but the "concierge" department there is terrible. They argued with me non-stop about us supposedly owing them money and told me I couldn't close our account until our balance was paid. They were unable to comprehend that we were NEVER able to use their system at all and I had been trying to close our account but they were the ones making this impossible for me. This dispute went on and on over this past weekend and into Monday until they finally conceded and sent me a message that they would waive the fees as if they were doing me some kind of huge favor and warning that they would never do that again for me! They have horrible business practices and BBB should know this.

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 a year ago and then all of a sudden my billing went from 4.99 to 16 a month w/o telling me I complained and they said they added services to my account .. I did not authorize I said to cancel and they said it is locked in for a year. They are scamming me after being a loyal customer, I like the product and only use it for receipt capture they can see that but they refuse to address the problem. They told me to do it online and I cannot navigate their website. They are scamming senior citizen … I want bill adjuste , refunded and now cancel my membership