Consumer complaint received 2022-07-28
Company: BILL.COM, LLC
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Problem with customer service

Complaint:
I am making this complaint regarding Bill.com. I set up an account with bill.com last year ( 2021 ) to receive my housing is key ( rental relief ) payment. Despite some headaches using their service, I received the check finally but it was supposed to be via direct deposit. They ended up sending me a check since my bank account was added fast enough. This time around though they changed their policy without notice so I am forced to receive a check instead. Almost 2 weeks ago I attempted to sign into my bill.com account since I had just gotten an email from them and notification on XXXX stating that the money was disbursed/paid to bill.com. Bill.com is the middle man that is supposed to pay us housing is key rental relief participators and it should be done in the time frame specified on their site as to avoid eviction and settle landlord debt. Anyway.. I tried to sign into my bill.com account so that I can add my mailing address & new phone # to receive my check to but it wont let me sign in because it is trying to send a code to my old phone # that is already disconnected so I do not have service on that old # since changing my phone # with my phone carrier recently. I was promoted to fill out a verification form on bill.com which asks me to upload a photo of the front & back of my ID as well as 2 most recent bank statements in order to update the phone # on my account. I uploaded both of those things on XX/XX/XXXX which was 12 days ago. I have PROOF that I uploaded it on that date 12 days ago. On bill.coms website & via email, it says that review updates will be sent within 4 business HOURS. It has been 12 days! Since then, I have filled out the form 2 more times for a total of 3 times verifying my info and it still has not been reviewed and NO updates have been given even though it is way past the time specified on the site! I have uploaded the documents for a 2ND time test day and then AGAIN today. Nobody is responding to my verifications. They do not have a phone # that I can call because the phone # that they do have is only for people calling particular extensions and they do not provide support since of course they dont want to actually have to help people that they owe money to while theyre collecting interest on it and holding it even though these are govt funds. To make the issue even worse, I started a live chat on their website hoping a support agent can review the documents that I submitted forever ago and let me know why they havent already been submitted. The chat agents abruptly ended the chats TWELVE TIMES. I have it documented and screenshotted how many times it was ended. This caused me to have to repeat myself so many times! Because obviously the chat agents arent reading my previous msgs since being cut off. I was in live chat for hours just because I needed to find out why my documents werent being reviewed and bring that their attention since it does say only 4 hours for an update! It takes 30 seconds to look at an ID and bank statement to match the name on someones bill.com account! This is absurd. I can not sign into my account because they arent reviewing the documents that they claim theyll have reviewed within 4 hours according to their website! Therefore I can not receive my funds because I cant add my new # to my account which means I also cant add my mailing address to my account which means I cant receive the money that was sent in my name because of bill.com not doing their jobs! The account is inaccessible and they couldnt care less about reviewing documents. The same type of complaints are all over different online forums but yet they still havent done better. You can not say this will be updated in 4 business hours if its going to be over a week and also zero support! Theres already NO phone # I can call and NO email address. What the heck?! Someone needs to call me NOW! ( XXXX ) XXXX. The OLD # on my bill.com account is ( XXXX ) XXXX. The # that I need to REPLACE it with is my current phone # which is ( XXXX ) XXXX. The email thats attached the my bill.com account is XXXX XXXX

Company response to consumer: Closed with explanation