Review Time
I had a very frustrating experience with BILL.com’s customer support, billing, and payment process.
We were on the free version until 2/19/26, when I paid $45.00 for the paid version. I canceled and requested a refund after only 2 business days on the paid plan, and the subscription was not used.
The main reason I canceled was because the exchange rate for PHP (Philippine peso) through BILL.com was much worse than PayPal, and their payment speed was also disappointing. I was trying to pay a Filipino VA using their “Local Transit” option, and a payment processed on February 23 was not expected to arrive until March 3. That delay, combined with the poor conversion rate, made the service unusable for what I needed.
What made this even worse was the customer support experience. I spent a long time on chat with an overseas VA who kept asking the same questions repeatedly to “clarify” my refund request, even though I had already explained everything clearly. It felt like scripted responses instead of real support.
Then, after all that time in chat, I was told I needed to send a separate email to support anyway. So the chat didn’t resolve anything and just added more frustration.
I understand that account owners are responsible for canceling subscriptions, and I did cancel. But in this case, the account was only on the paid version for 2 business days, it was not used, and the issues were immediately obvious. I expected a reasonable review of the situation and a refund as a matter of professional courtesy.
Overall, this felt like a lot of time and hassle for a very simple and fair request.
The app is sluggish and has an outdated feel. I used it for around two years, and it didn't seem worth the cost I was paying. Then I was notified of a price increase to more than double my current rate. After canceling, I was locked out of my account, preventing me from accessing my invoices, which seems quite unprofessional. Additionally, if you use their payment service, they retain your funds for a period before releasing them. Overall, it resembles an app from 15 years ago.
The login process is frustrating and the support team fails to follow up on email inquiries, technical problems, or phone support. I needed to pay a vendor, but the email login wouldn't work. When I reached out for help, I was left on hold and transferred multiple times without resolution. I still couldn't pay my bill.
There are persistent problems with depositing funds into my bank account, with each attempt taking nearly a full day. The support team is very slow, and they insist on a US phone number for assistance, even though I'm not a US citizen. Their exchange rates are also excessively high.
They consistently fail to deposit funds into my bank account, and each retry can take an entire day. Support is very slow, and even though I’m not a US citizen, they still require a US phone number for assistance, with no alternatives offered. Their exchange rates are also unreasonably high.
I encountered an issue with an outdated bank account and contacted customer service via text. The representative resolved it within a few hours, even during a holiday! I was impressed by their quick response and funds were redirected to my new account. My experience with the service has generally been smooth.
I sent a $125 payment to a vendor that was incorrectly listed in the system. When I contacted support to reverse the payment, I was shuffled between agents and informed there would be a $90 reversal fee with no guarantee of recovery. Charging such a fee to fix their own mistake is unacceptable, especially for small businesses. I will not use this service again and advise others to be aware of hidden fees.
This is a warning for small businesses considering this service. There have been consistent system failures and poor support. My access to financing has been frozen multiple times, and despite reaching out for help, I received no replies or updates. I have filed complaints with relevant authorities due to the unacceptable treatment I received. This company has failed to provide the support that businesses need.
My experience with the service has been very disappointing. My credit application has been under review for almost two weeks with no updates. Every time I call support, it takes a long time to reach someone, and they just tell me to email the credit department. I've submitted the required documents but have received no replies. I expected better communication and a smoother process, especially from a company handling financial tools.
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BILL (NYSE: BILL) is a leading financial operations platform for small and midsize businesses (SMBs). As a champion of SMBs, we are automating the future of finance so businesses can thrive. As a leading provider of cloud-based software, BILL simplifies, digitizes, and automates back-office financial processes for small and mid-sized businesses. BILL Financial Operations Platform helps businesses efficiently control their payables, receivables and spend and expense management. Our customers come from all industries, ranging from startups to established brands and nonprofits to franchises. Hundreds of thousands of businesses rely on BILL’s proprietary member network of millions to pay or get paid faster. Headquartered in San Jose, California, BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. For more information, visit bill.com.
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