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.
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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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