Consumer complaint received 2025-02-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: BILL.COM, LLC
State: PA

Complaint narrative:
The XXXX XXXX department deactivated my account identifiable as XXXX in RETALIATION for asking leadership to step in as I was getting the runaround for a week. 
Regarding their internal Case ID XXXX Now my companys incoming payment deposits are now on hold and I dont have access to my company dashboard. I complied with every request made from this department now I have no idea exactly what I am supposed to be appealing. 

This is especially confusing since the accepted everything that was submitted. 

I want to know what is going on with my account balances. 

I provided the Risk department with everything that they asked for everything was accepted and confirmed. 

They accepted everything but added a request that made no sense after I had provided what was requested. They said because I had shown XXXX State issued XXXX for the purpose of proactively addressing a recent change of address An expired XXXX  drivers license reflecting the address I had when I opened the account and a current Active XXXX drivers license picking up where the expired license left off to confirm or clarify any other questions they may have had. 

I even went as far as complying with their added request and provided the mortgage statement for the XXXX  property that I still own and I am a dual resident for the state of XXXX XXXX XXXX 

Clearly if they were to have seen the expiration date on the XXXX license they would have been able to see that it was expired and replaced with the XXXX license. 

Between these items and the 3 months of banks statements this should have been resolved had common sense been exercised by the risk department. 

After reaching out for assistance from senior management to assist with resolving this matter as this was interfering with my business operations. 

The risk department proceeds to retaliate against me and disable my account and ask me to go through an appeal process that makes no sense whatsoever. 
I have no clue as to what I am supposed to be asking for in this appeal process given that I provided the risk department with everything they requested and they confirmed that they accepted what I submitted. 

The fact that the risk department hides behind emails and responds every XXXX hours is a major disservice for customers as this interferes with business operations. 

Now that I am completely locked out of my account, my business operations are further interrupted as my pending unpaid invoices totaling over {$7000.00}, cleared funds from a paid invoice at {$9500.00} that were supposed to be deposited XX/XX/XXXX later held to XX/XX/XXXX and now on hold indefinitely until I go through this appeals process and any other operations I am locked out of. 

All of this was a result of a process in Bill.coms system that triggers this risk department to cause chaos and wreck havoc. 

I had an established account with them these actions could put my business operations in jeopardy. 

Now I have only XXXX chance to make a successful appeal to re-enable my account. But the reason for deactivation is as clear as mud. 

How do I make a case for an appeal when I dont know the EXACT REASON ( XXXX ) for the deactivation? 

This department hides behind emails and doesnt reply until every XXXX hours with an added ridiculous hoop to jump through.

Company response to consumer: Closed with explanation