Delayed payments, faulty 2FA and unresponsive customer service
October 05, 2021

Delayed payments, faulty 2FA and unresponsive customer service

Jazz Monroe | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version

Solo

Overall Satisfaction with Bill.com

I used Bill.com to attempt to receive a payment from a client.
  • No aspect of Bill.com worked well in my experience.
  • The two-factor authentication system [seemed to be] faulty, so I was immediately locked out of my account. The verification codes did not send to my phone, despite numerous attempts at troubleshooting. I use 2FA daily and have never encountered trouble before. It seems Bill.com has a unique problem.
  • [In my experience,] customer service was slow to respond, and unhelpful when they did. [Their] advice ignored my explanation of what I had already tried and put the onus on me to resolve an issue that originated on their side.
  • They declined to offer [what I felt was] a common-sense resolution, instead asking for my passport and bank statements. I cancelled the payment and asked my client to pay through another channel.
  • [In my experience,] a payment was delayed by a week due to Bill.com.
  • I sent three long explanatory emails to Bill.com that did not [seem to] help speed along a resolution.
  • Handling my problems with Bill.com ended up taking longer than the work I was trying to receive payment for.
My client selected Bill.com. I would advise future clients to simply send a bank transfer or use an alternative service. I loathe PayPal but at least it works [in my experience].

Do you think BILL delivers good value for the price?

No

Are you happy with BILL's feature set?

No

Did BILL live up to sales and marketing promises?

No

Did implementation of BILL go as expected?

No

Would you buy BILL again?

No

[...] My problems [are] related to accessing my account in the first place, and since, a week after my email to customer service, they still could not offer a resolution, I would not recommend Bill.com under any circumstances. I would need to be reassured that they have comprehensively upgraded their 2FA process and employed a larger customer service team before considering using Bill.com to receive payments again.