Complaints

This profile includes complaints for Melio Payments Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Melio Payments Inc.

  124 E 14th St Fl 15 New York, NY 10003-4170

• 

  Melio Payments Inc.

  69 Mercer St New York, NY 10012-4440

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I have done business with Melio for the first time ever there were couple of payments that didnt go through at all so I was supposed to be receiving a refund from melio close to $70,000 which I will send pictures in the uploading supporting documents did send me Checks for the refund when I deposited those checks into my bank account my bank account close to my account due to fraud activities and I still havent heard back from them yet. Contact them so many times through email and live chat support system are ignoring me my chat.Payment ID ******** Payment ID ******** Payment ID ******** Payment ID ******** Payment ID ******** Payment ID ******** Payment ID ******** I also have emails from the representative thing that I will be receiving checks and I did receive the checks, but the checks were rejected from all of my bank account. I can upload chat with the representative to.

  Business Response

  Date: 04/08/2025

  Hi ********, thank you for bringing this to our attention. We understand how frustrating this situation must be, especially given the complexity and the amount involved.
  
  After a thorough review, our records show that management shared this information in February, and a team member followed up with a detailed email on 2/21/25 outlining each of the payments in question.
  
  Based on our findings, the checks issued did not contain sufficient funds to be processed. While we recognize this may not be the outcome you were hoping for, checks can only be cleared if adequate funds are available. We appreciate your understanding.
  
  All the best, Team Melio

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: Hey thanks you for replying back. on 3/ 21/ 2025 I emailed melio and a team member named Cam replied back to me saying Hi ********* Thank you for this additional information. Although we're unable to speak on the phone I did go ahead and submit a request for three payments we still have the funds for ($5500, $8700, $7678). You should receive the refund in 3-5 business days. And I will be providing you a screenshot of this conversation. So I have no idea what are you referring to? By saying a team member followed up with me about any of these payments. and these payments that Im talking about are refund from Melio not from anybody else. The money Im referring to from these checks were taken out from my bank account by **********************. Melio is supposed to give me a refund for these transactions. This is a conversation that I had with all the representative. This is one of the conversations that I had with one of the representative at Melio. I have a lot of other conversations with other representatives at Melio about these payments that were to K &  S realtors. I will be providing screenshots of the conversation with other representatives. I am supposed to receive seven checks of these amounts ***** **** **** ****** ****** **** and the last one **** from melio . Because the money debited from of my bank account.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ******
  
  
  
  
   
  

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  The payment were debited from my bank accounts and I will be providing you screenshots of Melio, confirming that it was debited from my bank account. I can  even provide you with the bank transaction. Thank you so much for taking your time to reply back to me. All of the payment were debited February 7 and for one week I would talk to representative and ask him about my refund because they were debited from my bank account.I can even send you conversation with staff member saying that they are working on my transactions so they can give me a refund.and I did call my bank and ask them about the transactions for the trace numbers. They said they have no idea what this is, but I can still provide you with the transactions from my bank account that all of these payments were debited from my bank account again so much. Have a wonderful day. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ******
  
  
  
  
   
  

  Business Response

  Date: 04/17/2025

  Hello ********, 

  Thank you for your detailed message and for your willingness to provide screenshots. We genuinely understand how concerning this situation must be, and we appreciate you taking the time to follow up.
  After a thorough review of your account and payment history, we want to reaffirm that while an attempt was made to debit the funds from your bank account as you see from the emails we sent you, our payments operations team confirmed those debit attempts did not complete successfully. As a result, Melio did not collect or hold any funds from those transactions. 

  We also want to clarify that when a check payment is scheduled through Melio, an automated confirmation email is sent. This email simply reflects that the payment process was initiatedit does not confirm that funds were successfully debited. If the debit ultimately fails, the payment does not proceed, and the funds are not collected.

  We stand by the information we've providedthe funds in question were never successfully debited by Melio and are not in our possession.
  

  Best, 

  Team Melio

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found a charge on my bank statement 3/31 and contacted Melio support since I have not used the free service in over a year. They said that I have a subscription to one of their plans that started 3/28. I NEVER signed up for any subscription, I didn't even know they had subscriptions, I don't even know how to sign up for a subscription. Because they are a service for businesses to pay vendors through, they had my banking information. Without approval they took money out of my account. In chatting with their support via chat they said they have to look into it with no information about how long it would take or what they could do. All I am asking for is a refund for an unauthorized charge. I hope they are not charging other people without any approval.

  Business Response

  Date: 04/04/2025

  Hi *******, 

  We sincerely apologize for the frustration and confusion this has caused you. We understand how concerning it must be to see an unauthorized charge, and we want to assure you that this situation is of top priority for us. Weve noted that the agent you spoke with has already escalated your case to our management team for further investigation. They should be following up with you as soon as possible with more details and next steps. In the meantime, we want to make sure youre taken care of, so please dont hesitate to reach out to us at ********************************** if you need anything else in the process.

  Take care, Team Melio

• Initial Complaint

  Date:04/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Melio :Payments has charged a Payment twice to my bank account. It shows as a single payment in my Melio Account and shows twice charged in my Bank online statement.

  Business Response

  Date: 04/02/2025

  Hi *******, 

  We're sorry to hear about the confusion with your payment, and I completely understand how frustrating it must be to see double charges on your bank statement. After reviewing our records, I can confirm that we did not deduct or receive this payment twice from our side. This likely appears to be a technical issue from your banks end.
  We recommend reaching out to your banks customer service to alert them about the duplicated entry on your statement. They should be able to investigate and resolve the issue for you.

  If you need any assistance from our side, feel free to reach out to us at ************************************************************.  Were here to help in any way we can. 

  Best, Team Melio

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:02/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. I was charged a 1% fee for instant payment options. I did not want that. I have tried cancel the transaction before they initiated the mistake. 2. There are no customer service options to be able stop a transaction before they slam it into your account and deducting a fee. None of their phone numbers for customer service numbers answer. There is no live person or immediate resource to get help from Melio. 3. Melio has a contract with a company paying me called ***** and ****. ***** and **** intended to set me up with Melio so I automatically got fast payments. That didnt happen before this transaction and I was needlessly charged a 1% fee. 4. Once I found out there was a mistake I immediately called ***** and **** and this Melio to try stopping the payment. Melio only responds via email. This is purposely done so it is hard for a consumer to reverse a mistake transaction. I called and emailed them within minutes of seeing the error. No answer. And their policy for response is 24 hours. So NO LIVE SUPPORT! 5. Melio initial email prompting me to click on their instant payment option is not clear about all the terms of payment. It didnt say clearly I had other options for getting the funds ***** and **** owned me anyway. For all I knew at that time the 1% instant option was the only method I was afforded. I only clicked on their prompt to get more info but Melio has it set up for the transaction to be finalized too fast without disclosing the information I thought I would get about the timing of the payment coming to me.

  Business Response

  Date: 02/12/2025

  Hi *******, 

  Thank you so much for sharing your experience with us. We're truly sorry to hear that we didnt meet your expectations, and we completely understand the frustration and inconvenience this has caused you. Please know that your satisfaction is very important to us, and we take your feedback seriously.

  
  After reviewing your recent support interactions, I see that members of our team have already reached out to address your issue. We truly appreciate your patience as we work through this, and we'll be sure to pass your feedback along to the appropriate team for further consideration.

  
  Once again, we apologize for any frustration youve experienced, and were committed to improving based on your insights. Thank you for giving us the opportunity to make things right.

  All the best, Team Melio

• Initial Complaint

  Date:11/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Melio has withheld our funds from us for the past 3 months because our client accidentally disputed a charge--to which they contacted their bank to correct. They even sent back proof that they lifted the dispute to which we provided Melio as evidence. Despite all this back and forth and meeting all the requirements to access our funds again, Melio stays in the dark and does not provide any update on the timeline of when the thousands of dollars they're holding from us will be released to us. I would never use this service again. Especially if you're a small business, stick to Square processing who is fair with how disputes are handled. Also please note that if a payee disputes your invoice, Melio will not alert you about it. They will just hold your funds hostage until you reach out inquiring why.

  Business Response

  Date: 11/19/2024

  Hi there,
  
  Thank you for sharing your experience with us. We're sorry to hear about the frustration and challenges youve faced regarding the disputed charge and the delay in accessing your funds. Disputes can be complex processes that often involve multiple parties, including banks, and we understand how important timely communication and resolution are. We would like to help ensure your case receives the attention it deserves. Please send us an email at ********************************** and our team will look into this matter and work towards a resolution. Your feedback is valuable, and we will be sure to pass it along to relevant teams as we continue improving our platform. We genuinely appreciate you sharing this with us and are committed to addressing these concerns.
  
  All the best,
  Team Melio
  
  

  Customer Answer

  Date: 11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because no one from Melio has given me at least a timeframe of when to expect the funds to return to my bank account. They keep telling me to contact random departments in their company and no one can give me a straight answer. 
  
   
  

  Business Response

  Date: 11/22/2024

  Hi there,

  Thank you for reaching out, and were truly sorry to hear about the frustration and challenges you've faced with the disputed charge. We completely understand how important it is to receive clear communication and a timely resolution, especially when it involves your bank account.

  
  We see that our team is already in contact with you regarding this matter and that you were informed we would reach out as soon as we receive finalization. We want to assure you that resolving this issue is of the utmost priority to us. Since disputes like this involve multiple parties, our team isn't able to provide an exact timeframe for when the funds will be returned. Please know that we are actively monitoring the situation and working diligently to get this resolved as quickly as possible.

• Initial Complaint

  Date:11/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of my clients, LoveSchack Architecture, uses Melio to pay vendors. There is no contact number for Melio for client support. Two payments we made to vendors through Melio failed or were voided and it took over a month to get refunded payment from the first failed payment. I had to create 10 support tickets, still with no response from Melio. After tweeting at them, they finally reached out and refunded our almost $10K payment. Now 2nd payment has failed. Had to chat with their support person (since they have no contact number). They said they were reissuing a payment to our vendor for over $20K, but then they voided the payment. The funds have been taken out of our account. Vendor has not been paid and our funds have not been refunded.

  Business Response

  Date: 11/12/2024

  Hi ******, 
  
  Thank you for sharing your feedback with us. We apologize for any inconvenience you may have experienced. We understand the importance of timely communication and regret that we missed the ***** Our records show that our support team has been in touch regarding the payment of $20,475. This payment was refunded through our automated service and should have reached your original funding source by now. We can confirm the refund shows as completed on our end.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us. Our support team is available via live chat from Monday to Friday, 9 AM to 8 PM EST. We'll be happy to assist you!

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid melio money for a quicker turnaround on payment processing. They said Id get a receipt and my money same day. I have neither and have now paid them money for a service that didnt happen. I put in a support ticket and received no response. I sent them a follow up and have received no response. They are holding $2895 of my money with no indication of when it will be released.

  Business Response

  Date: 11/12/2024

  Hi *******,
  
  Thank you for bringing this to our attention. We apologize for the delay and recognize how important timely payment processing is. Unfortunately, a technical error caused the delay, but the issue has since been resolved. Your payment should have been received on 11/4/2024.
  
  Our Payment Operations team has also processed a refund for the $28.95 fee you incurred, which should now be in your account.
  
  Thank you for your patience, and please let us know if theres anything further we can assist with.
  
  All the best,
  Team Melio

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 5, I opened a Melio account for my business, and received confirmation from the app that we were verified and all systems green to begin accepting payments. On September 6, I attempted to bill a client using Melio. On September 11, I was notified that we "could not be verified." I was not given any explanation or request for further verifying documents. All my transactions were cancelled, causing me to scramble with my client.The last communication I received from support was September 24, informing me that my account was deactivated and I needed to contact complliance. I have been attempting to contact complliance repeatedly since September 13, and not received a single response.

  Business Response

  Date: 10/17/2024

  Hi ******,
  
  Thank you for taking the time to share your feedback with us. We apologize that your experience with us wasn't positive and for any inconveniences it may have caused. Please know that our compliance team carefully reviews all payments and accounts to ensure that we meet regulatory standards.Once the review is complete, we approve and process payments on their scheduled processing date. We also understand the importance of timely communication and resolving payment-related issues quickly and effectively. Our records show that our compliance team reached out to you via email on 10/2/24 to let you know that upon additional review your account has been activated. We hope this helps! Please don't hesitate to reach out to ********************************** if you have any other questions or concerns.
  
  All the best,
  Team Melio

  
  

• Initial Complaint

  Date:09/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 9/11/24 Payment ID ******** Payment amount $325 Payee Smirk's Delivery date 9/16/24 I used the Melio service to pay a vendor for transportation of my goods to ********, **. The goods were to arrive at a co-manufacturing factory by 9/20/24 Melio took the money from my account and has not delivered it to the *********** account. I have used ********************** before and gotten a one day turn around time with Smirk's account. Even though this was a 3 day turn around time ****** said they could still make my delivery date of 9/20 to the ********, ** facility. On 9/17 the payment still has not been delivered to Smirks and Melio has taken the money out of my bank account. I received an email stating now that Melio would not deliver the payment until 9/20/25. This will call me to miss my 9/20 delivery date of my goods. I am a small business owner and had to book my production date 6 weeks in advance. My production date is 9/29. I am in jeopardy of missing my production unless the goods arrive asap. Can you help me find out where my money is and why Melio has not paid my vendor ******? I have sent two emails to customer support and compliance. I called a number that is disconnected. I don't know what else I can do? I am unable to upload photos of the email confirmation on 9/11 from Melio. Or the email on 9/16 with the delay to 9/20 delivery date. You can use my payment ID to contact ********************** and confirm my statement. I also have a pic of my *************** acct that shows the money was deducted from my account. I am unable to resize photos to fit your 5mb max size.

  Business Response

  Date: 09/20/2024

  Hi *******,
  
  Thanks for sharing your feedback with us. We understand that your experience didn't meet your expectations, and we apologize for any frustration it may have caused. We'd like to offer more insight into our payments process at Melio.
  
  It's important to note that all payments processed through Melio undergo a compliance review to ensure adherence to regulatory standards. If our Compliance Team needs additional information from you, such as an invoice or more details about the specific payment, they will reach out to you directly.
  
  According to section 6.3 of our terms of service, by submitting your payment for processing through the Services, you agree that the goods or services provided by your recipient in exchange for the payment (minus fees) have already been rendered to your satisfaction. You hereby forfeit any future claims regarding insufficient or unexpected quality or untimely delivery of the goods and services provided.
  
  We recognize the impact of compliance issues on your ability to make timely payments and maintain your business's workflow. Your feedback helps us improve your experience with Melio. If you have another payment that needs to be processed within a certain timeframe and would like to check its status, please reach out to us at our direct line at *********************************** and an agent will promptly assist you. We are here to support you every step of the way!
  
  Take care,
  Team Melio

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business uses a model that is little more than extortion. Although they are paid to deliver money to people owed money, they seek to double dip. They take an exceptional long time to deliver the money, but will do so quickly but only if the recipient (if the money owed) pays them 1% of the funds. I doubt this practice is legal, but even it it is, it is extremely unethical. And comprising their services should be ashamed. There are a lot of other services available, ones who do not use extortion as a business model.

  Business Response

  Date: 09/04/2024

  Hi *******,
  
  Thank you for reaching out and sharing your feedback with uswe truly value your input! Feedback like yours helps us continually enhance your experience with Melio.
  
  Wed love to provide more details about our payment processing times. The delivery time depends on the method you choose: ACH transfers typically take 3 business days, while check payments take 5-7 business days. If you need a faster option, you can expedite your payment through the payment notification email for a 1% fee. However, even without expediting, your payment will still be processed and delivered within the estimated timeframe.
  
  Additionally, if you'd like an expedited ACH payment, you can also ask your payor to initiate it directly. For more information, you or your payor can contact our support team on weekdays from 9am to 8pm EST or send us a message on social media platforms like X, Instagram, or ********* Were here to help with any questions or concerns!
  
  Best Regards,
  Team Melio 
  

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There response only confirms what I said in my complaint. I should not have to pay 1% to receive my money timely. Contrary to what they claim, it does not take the length of time they claim. Proof of this is a) I get payments every month from 8 or 9 companies. The money arrives in my account in 2 days or less, and b) the fact they can do it instantly as long as you grease their palms.

  i stand by my complaint. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************