A truly baffling experience with a service that appears to be pretty popular? We had endless sync issues, online payments not accounted for, client balances would be off leading to embarrassing overpayments. The worst part was that the only way you could reach them was through chat and it would take hours with them gaslighting you about things working.

From what I can tell, they seem to have offshored the chat and make those agents run interference for their actual team because the chat agents would always talk about “checking with their team” and “opening tickets with other departments”. Truly maddening. I had some big issues with this service that were never actually resolved, but now I’ve closed the books with 2022 and sorted everything out through some serious forensic accounting. They had collected multiple online payments from my clients that they didn’t show on their account and to this day doesn’t show on any reports I pull, but did magically appear in our bank account (with the description bill.com and clients name).

Icing on the cake is that they took credit card processing in house and deleted our convenience fee settings. So any invoice could suddenly be paid by credit card with no fee— that lost us some serious money. Their response? “We sent a couple emails that we were updating our credit card process”. If you’re going to unilaterally change something without affirmative consent from your users, why wouldn’t you at least migrate their settings? Someone call me when the class action is getting off the ground.

This service was supposed to simplify our accounts receivable process but instead made it so much worse. If you’re considering it, read these reviews and check Reddit. I picked bill.com for the low ach fees but it cost me so much more in time and stress.