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Business Profile

Payment Processing Services

Melio Payments Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

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

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Melio Payments Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 117 total complaints in the last 3 years.
    • 68 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/31/2023

      Type:Product Issues
      Status:
      Answered
      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.
      8/23/23 I sent an ACH payment through Quickbooks who uses a third party called Melio to send ACH payments. i received a confirmation from Melio that my payment will be processed. I then received an email from their "compliance" department looking for more information on what I was paying BEFORE they can process the **** A list of all invoices that were being paid were listing on the confirmation so I dont know what they want. I emailed "compliance" 7-8 times and I have not gotten a response. The only other way to contact Melio is through online chat. They are useless and have offered no solution to see if this payment is getting processed or not. My vendor is waiting and waiting and has run out of patience and so have i. There is no live person to speak with at Melio only email and chat. I also reached out to Intuit/Quickbooks and they could not help either. If I overnight a check to my vendor and then this ACH payment clears, I'll be a disasterous financial situation. My hands are tied until I get an answer from Melio. Please help. Thank you

      Business Response

      Date: 09/20/2023

      Hi *****, thank you for reaching out. Our records indicate that our support agents have been in touch and this issue has been resolved. If you have any additional questions or concerns, please do not hesitate to reach out to our support team who can be reached via live chat 9am- 8pm EST, Monday-Friday. 

       

      Best,

      Team Melio

      Customer Answer

      Date: 09/26/2023

      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:

      Although Melio did eventually respond to my urgent multiple emails, it took almost 2 weeks which is completely unacceptable.  With no live customer service to speak with, this company is awful to deal with. Emails upon emails went unanswered.  I closed my account and will never deal with them again.

       

       

       

       

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


      Sincerely,

      *********************




       

    • Initial Complaint

      Date:08/21/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      We submitted a payment through Melio to an outside bank. That bank refunded the amount within 3 business days and we still have not received our money back over a monthly later.

      Customer Answer

      Date: 08/23/2023

      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:08/17/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 7/25/2023, I used bill pay through my QuickBooks Online to pay a contractor $400. As of 8/16/2023, the contractor has yet to receive the check in the mail after confirming the correct address. The payment was deducted from my business checking account on 7/25/2023 and shown as a transaction in QB online file. I contacted QB, but they advised me to contact **************************** Both numbers advised to go online to melio.com to chat with a live agent or email melio. I then went to their website, not realizing I had an account with them. Using my QB online login credentials, viewed my account to discover no record of the transaction. I attempted to chat with a live agent, but none were available even though I am attempting contact during regular chat operating hours. I then sent an online request for a call but never got a confirmation # or a confirmation email. I cannot get this place to call me back and they have $400 of my companys money.

      Business Response

      Date: 08/29/2023

      Hi *******,

      We appreciate your feedback and understand your frustration in this matter. Weve reviewed your support interactions and our support team has escalated your issues to our internal team who are actively investigating this matter. We're committed to addressing your concerns, and we'll be in touch privately to resolve your worries. Our support team is also available via live chat from 9am-8pm EST, Monday-Friday. Please do not hesitate to reach out if you have any further inquiries or require additional assistance. We're here to help. 

      Best,
      Team Melio

      Customer Answer

      Date: 09/21/2023

      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 response is not a resolution but a promise to escalate and research further. The number they provide only goes to a recording, live chat online does not work. Only way to contact this company is by email which takes weeks to respond. 

       

       

       

       

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


      Sincerely,

      ***************************




       

      Business Response

      Date: 11/26/2024

      Hi *******,

      Were really sorry that your complaint wasnt addressed sooner. We know how frustrating it can be when things take longer than expected, and we want to make it right.
      If your issue has already been resolved, were glad to hear that. But if notor if you have any other questionsplease reach out to us at *********************************** and well make sure to help you as quickly as possible.

      Thank you for your patience, and again, we apologize for the delay. Were here to make things right.

      Best,
      Team Melio

      Customer Answer

      Date: 11/29/2024

      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:08/15/2023

      Type:Billing Issues
      Status:
      Answered
      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 withdrew funds on 7/28 for payment of two our our vendors. I will attach a statement and will show the amounts and bank trace info below:7/28 ******************* (Trace ***************) amount $4,079.29 7/28 ************************* (Trace ***************) amount $9,263.06 Melio Payments is claiming they didn't initiate or withdraw the funds. This isn't true of course. Their customer service is refusing to acknowledge their actions. They have not acknowledged they have our funds. I have not been able to get back their first line of customer service. Supervisors and manangers have not returned any phone calls to explain or resolve the situation. My vendors are still unpaid and the funds are missing from my account.

      Business Response

      Date: 08/29/2023

      Hi ******,

      Thank you for contacting us. We understand how important it is to make accurate and timely payments, and we want to assure you that we have thoroughly looked into the matter. After reviewing your interactions with our support team, we found that you received an email explaining the results of our investigation. In that email, we also informed you that the refunds for the $4,079.29 and $9,263.06 payments were successfully processed on 08/15 and returned to your original payment method. If you have any further questions or concerns, please don't hesitate to contact us. We will prioritize your message and address any immediate concerns promptly.

      Best,
      Team Melio

    • Initial Complaint

      Date:08/15/2023

      Type:Billing Issues
      Status:
      Answered
      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 June 30, 2023, my company used Melio to process payroll payments.On August 10, 2023, 6 weeks later, Melio sent an R06 complaint for fraud with my credit union and withdrew my entire paycheck from my bank account.Upon contact ********************** (through ********* as their customer support phone and chat are non responsive, so was my attempt at emailing), they responded with:"Thank you for sharing the information with us, *******. We have reviewed the payment and discovered that your payor had to take action for the payment to be successfully resolved on our end. Our team has contacted your payor regarding this matter, but unfortunately, they did not take the necessary steps, and the payment was returned to us. We regret any inconvenience caused, and we kindly request that you ask your payor to send you a new payment to recover the funds."This is 6 weeks after I was paid. Payment was processed and deposited into my account, and then withdrawn stating it was "unauthorized and fraud".While dealing with my credit union on this matter, I was informed only Melio can speak to this and fix it. However, based on the response above, Melio will make no effort to return the $2015.42 stolen from my account by them.

      Business Response

      Date: 08/30/2023

      Hi *******, we appreciate your feedback and we are sorry for any inconvenience you may have experienced. Our team has reviewed your case and it seems that your payor needs to take specific action to resolve the issue with your payment. Despite our best efforts to contact them, we have not been able to obtain the necessary steps to recover your funds. We understand how frustrating this can be for you, and we kindly ask you to reach out to your payor to request a new payment. Please know that our support team is always available to assist you with any concerns or questions you may have. You can contact us via live chat from Monday-Friday, 9AM-8PM EST. Thank you for your understanding.

      Customer Answer

      Date: 09/07/2023

      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:

      Melio, not my employer took the money out of my account 6 weeks after paying me.

      Melio cleared the payment, and then put in a complaint of fraud or nefarious use to my credit union, and took the money back.

      This has nothing to do with my employer, this is as an action taken by Melio.  My employer is also out this money.  
      Melio took money from my employer, and paid it to me.  Then they turned around 6 weeks later, claimed fraud, and emptied my bank account.

       

      Also, chat is not open to communicate this.  The only way I was able to contact melio was through facebook. 

       

       

       

       

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


      Sincerely,

      ***************************




       

      Business Response

      Date: 11/26/2024

      Hi *******,

      Were really sorry that your complaint wasnt addressed sooner. We know how frustrating it can be when things take longer than expected, and we want to make it right.
      If your issue has already been resolved, were glad to hear that. But if notor if you have any other questionsplease reach out to us at *********************************** and well make sure to help you as quickly as possible.

      Thank you for your patience, and again, we apologize for the delay. Were here to make things right.

      Best,
      Team Melio

    • Initial Complaint

      Date:08/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 sent a client a payment request through the melio system during the last week on June 2023. The client scheduled that payment for July 5th and the payment was pulled out. However, there was some new verification issues that held the payment back from getting delivered. On Aug 1st, melio confirmed through email that payment has been approved and the hold on the account was removed. The payment should go through no later than the 8th of August. However, this did not happen. The client was never refunded and the payment went past the date. We have tried to reach out to Melio but the only option is through chat and email. The chat support could not find the payment to process of refund despite having the transaction ID, confirmation email, and bank information. We would like the $950 returned to the clients account and a phone call resolving this issue. This has happened before with clients but never have we been so dismissed. You have taken our money and kept it. This has been a terrible experience and the lack of customer care is awful.

      Business Response

      Date: 09/06/2023

      Hi *****,

      Thank you for sharing your feedback with us. We understand the frustration that comes with encountering unexpected issues with your payment. After thoroughly investigating the matter, we can confirm that the $950 payment was not processed, and no funds were collected for your transaction. Unfortunately, we cannot provide a refund as no funds were collected. We also noticed that in the screenshot you provided, the payment was collected on 07/05 before its creation on 07/13 in the account. We apologize for any inconvenience this may have caused you and your client. We also want to acknowledge any difficulties you experienced while interacting with our support team. We take your concerns seriously and will be addressing them internally. If you have any further questions or concerns, please don't hesitate to reach out to us. Our support team is available Monday through Friday via live chat from 9:00am to 8:00pm EST. We are here to assist you in any way we can.

      Best,
      Team Melio

    • Initial Complaint

      Date:08/03/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      My email address and personal business information is associated with an organization in Melio's platform that I no longer work with. I have reached out to the account owner several times and asked to be removed from their account without success. I reached out to Melio and requested they remove me and my personal information from the client's account. ********************** has refused. This is a violation of my privacy and personal use rights. Being unable to remove myself from their service is unacceptable. I am demanding my personal information and all information related to my business be purged from Melio's systems immediately.

      Business Response

      Date: 08/03/2023

      Hi *****, thank you for sharing this feedback. We apologize for any inconvenience you've experienced and appreciate the opportunity to provide further clarification. Due to security and privacy concerns, our team cannot make account management decisions without the account owners permission. We will be reaching out privately in order to assist you further with this matter. 

      Best,

      Team Melio

      Customer Answer

      Date: 08/10/2023

      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:

      [Your Answer Here]

      Private information is being shared between to separate organziations that do not have a working agreement to do so. This vendor is refusing to stop sending me another business' private information. This vendor is refusing to allow me to opt out of receiving the private information of another business. This is wholly unacceptable and a major violation of security and privacy. I demand all information related to our business, especially any contact information, be purged from their system immediately. 

       

       

       

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


      Sincerely,

      *******************




       

      Business Response

      Date: 11/26/2024

      Hi *****,

      Were really sorry that your complaint wasnt addressed sooner. We know how frustrating it can be when things take longer than expected, and we want to make it right.
      If your issue has already been resolved, were glad to hear that. But if notor if you have any other questionsplease reach out to us at *********************************** and well make sure to help you as quickly as possible.

      Thank you for your patience, and again, we apologize for the delay. Were here to make things right.

      Best,
      Team Melio

    • Initial Complaint

      Date:07/20/2023

      Type:Billing Issues
      Status:
      Resolved
      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 been auto deducting $604.45 each month for the past 13 months AND I have been paying my insurance direct the same amount each month. I've had several phone communications with Melio months ago, again telling them to NOT deduct any monies from my account, as again, I was paying my health insurance direct. Obviously, that never happened. My payment leaves my ***** Fargo account directly to my insurance, on or around the 3rd to the 5th of each month, and has since the onset of my policy with them. Melio has been deducting $604.45 several days later. I use this ***** Fargo account for many things, therefore when I saw a $604.45 taken out of my account, I assumed it was my auto bill pay to my insurance.I do NOT get any notification from Melio or ***** Fargo that Melio was taking money out of my account. As of right now, Melio has taken out 13 months of $604.45 (and processing fees), which should NOT have happened. From my calculation, Melio needs to reimburse me $7,857.85 immediately.With regards to my online Melio account, there is NO way for me to remove my checking account where they deduct money from. Their system does NOT allow that. Therefore, these phone calls to Melio months ago I was told Melio would stop the deductions from my account, which again obviously, never happened.This shouldn't take longer than a few days, as Melio has MY money and hopefully haven't applied it to another client's account, which is their error. I truly hope this was only an error on their part, and not something worse.

      Business Response

      Date: 07/26/2023

      Hi *****,

      Thank you for reaching out to us and for submitting this feedback. We understand your frustration in this matter and apologize for any inconvenience this may have caused. Weve reviewed your interactions with our support team and saw that you are actively working with one of our team members to resolve this payment inquiry. Our team member has taken proactive steps and has already provided you and your vendor with the necessary proof of payments. We take this matter very seriously, and we are committed to continually working with you via email to ensure a swift and satisfactory resolution. In addition, please feel free to reach out to us at any time Monday through Friday from 9am to 8pm EST, we are here to support you every step of the way.

      Best,
      Team Melio 

      Customer Answer

      Date: 08/03/2023

      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:06/07/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Funds were removed from my business checking account on May 22nd, in which two withdrawals were managed by Melio services via ACH without my authorization. The attached document shows two large withdrawals going to A Legacy Const. When digging into the transfer, I found out this was facilitated by Melio. The bank on the other side of the transaction was ******************* Bridge. I have been trying to contact Melio for support in rectifying this issue, There is no way to reach Meio via phone and when I emailed, I got no real response, except a form letter that says Melio will contact me in 24 hours. It has now been over 10 days. My business is *****'s Palette LLC and I am one of the owners.Sincerely *****************

      Business Response

      Date: 06/16/2023

      Hi Al,

      Thank you for providing your feedback. We understand the concern and frustration this has caused you. We also apologize for any inconvenience caused by the lack of response and delay in addressing your concerns. Please note that we do take fraudulent matters seriously and we are committed to resolving this issue promptly. Upon reviewing your case, our team has made an attempt to recall your payments. In this case, the receiving bank has declined to provide assistance and therefore they are unable to aid us in our request to reverse the funds. If we receive an update from the corresponding bank, of course, we will contact you. However, since all recollection attempts have failed, we consider this matter closed. Please let us know if you have any additional questions or concerns and you can reach out to our support team directly on our website Monday-Friday from 9am to 8pm EST.

      Best,

      Team Melio

    • Initial Complaint

      Date:05/18/2023

      Type:Billing Issues
      Status:
      Answered
      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 began using Melio via my QuickBooks (QB) Enterprise desktop program in 2022. Melio is an online payment application, through which I paid my vendors. All of my vendor payment and banking information is housed in the Melio application. On April 17, 2023, when I attempted to pay some of my vendors via Melio, the application came up in my QuickBooks program, requesting that I enter my banking information, as if I had never used their services before. I then opened a previous bill payment in QB, which had been paid via Melio, and the payment information was not available. I attempted a chat session to see what the problem was, but was unsuccessful. I then sent an email to their support team, which went unanswered, and has yet to be answered a full month later. I also sent a communication to Melio via their website requesting assistance, which also went unanswered. I have since signed up with another bill pay service, as it is evident that Melio has no intention of assisting, which in my opinion is nothing short of negligence.All that I ask of Melio is that they provide my historic payment data so that it is accessible through QB, and my vendor records/banking information, so that I can move forward with the new bill pay service.

      Business Response

      Date: 06/09/2023

      Hi ******,

      Thank you for sharing your feedback and we do apologize that this has been your experience. We understand that timely communication is important and our support team is available via live chat Monday through Friday from 9am to 8pm EST. Regarding your historical data, weve taken a look into your past interactions with our support team and see that our team has resolved this issue for you. If there is anything else we can do to assist you, please do not hesitate to let us know.

      Best,

      Team Melio


    Melio Payments Inc. is NOT a BBB Accredited Business.

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