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: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,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair 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.

  As part of Quickbooks Desktop, they are partnered with Melio for us to make payments through. We have been almost 8 weeks trying to get this working. Finally on Friday August 9th we got it working, only to have it shut off over the weekend. We were told that the compliance team was working on this. I have contacted Melio by chat as they have no telephone line to contact only to be told there was nothing they could do and that the request will be escalated, and that will take 3 or 4 days. In business dealing with money you cant wait 3 or 4 days. Our business has been impacted by not being able to pay our bills on time. We need this issue FIXED.

  Business Response

  Date: 08/15/2024

  Hi ****,
  
  We truly appreciate you taking the time to share your feedback with us. We understand how frustrating this experience might have been and we want to apologize for any inconvenience it may have caused you or your business. After carefully reviewing your support interactions, our team has been actively addressing the issue and has escalated it to the appropriate teams. We recognize the impact of compliance issues on your ability to make timely payments and maintain your business's workflow, and we are committed to getting you back on track. We will be reaching out to you via email with further steps to resolve this, and we genuinely appreciate your patience as we work to minimize any further disruptions.
  
  Take care,
  Team Melio

• Initial Complaint

  Date:06/28/2024

  Type:Customer Service 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 have tried everything to delete my account, I read in the terms of agreement they do not offer support for their bill pay service, but there is nowhere in the software to delete my account myself.

  Business Response

  Date: 06/28/2024

  Hi *****,
  
  We appreciate your feedback and are here to help. If you wish to delete your account, please get in touch with our support team during weekdays from 9am to 8pm EST, and one of our agents will gladly assist you with the account closure process. An agent has already reached out to you via email to begin working on this request. We are eager to connect with you soon!
  
  Best,
  Team Melio 

• Initial Complaint

  Date:06/26/2024

  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.

  We are a customer of **********************. For the past six months, we have been trying to submit payments and all of our payments have been denied. Melio's response is that there is an outstanding dispute that we submitted against them. No such dispute exists. We have tried to contact them directly. We have not received a response after several emails.We want our account restored.

  Business Response

  Date: 06/28/2024

  Hi *******,
  
  Thank you for bringing this matter to our attention, and we appreciate your feedback. We have reviewed your account and noticed active disputes against some payments. When a dispute is placed against Melio, accounts can be suspended, and any scheduled payments will only be processed once the dispute is resolved. After reviewing your interactions with our Payment Operations team, we can confirm that the disputes have been cancelled, and the suspension on your account has been lifted. If you have any other questions or feedback, please don't hesitate to get in touch. We're always here to help out. 
  
  All the best, 
  Team Melio

  Customer Answer

  Date: 07/02/2024

  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:06/24/2024

  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.

  The ***************, from this company convinced me She was with Quick books and that I had to renew QB services in the amount of 8640 usd or we would lose all of our files by June 11th. I was reluctant but she assured me she was legit and actually transfered me to an actual qb person after she got my cc information. She must have posed as myself or that she was a representative for our business. The actual qb employee was also tricked by her to believe i was authorizing some sort of charges. Qb called me a month later telling me they are afraid that I have been frauded. There is no record of payment in the amount 8640 usd or the 250 dollars that was also charged on a separate transaction.

  Business Response

  Date: 06/24/2024

  Hi *******,
  
  Thank you for getting in touch and for raising this issue. We take fraudulent activities seriously and are constantly implementing measures to prevent such incidents on our platform. We have reviewed our records and unfortunately, we do not see an account associated with your email address or a payment of $8890.56 from your company. However, we would like to further investigate to ensure that we have thoroughly checked everything. Please send an email to ********************************** with your bank statement showing the charges, and an agent will promptly investigate and assist you further. We look forward to hearing from you soon!
  
  Best,
  Team Melio

• Initial Complaint

  Date:06/20/2024

  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.

  nc Inbox Melio Payments <**********************************>Jun 6, 2024, 9:29AM to me ******************* wants to pay you $150.00 Note from ******************* Participation Accept this payment digitally or get a paper check in the mail.Accept payment Receive this payment securely - your account's details stay hidden from ******************* and other businesses.Thanks,Melio We're here to help If you have any questions or concerns, please visit our help center

  Business Response

  Date: 06/20/2024

  Hey *****,
  
  Thanks for getting in touch. We're always here to help with any payment questions! We've checked on your $150 payment from ******************* and it looks like the check payment was sent on 6/11/24. t usually takes 5-7 business days for delivery. Typically, check delivery takes 5-7 business days, but this can be affected by federal holidays. As of today, 6/20, it's the 6th business day since the payment was sent. If you haven't received the check by the end of this week, please contact your payor so they can work with us to resend the payment. We apologize for any inconvenience. If you or your payor have further questions or concerns, feel free to contact our support team directly at ********************************** or via live chat in your account settings on weekdays from 9am to 8pm EST.
  
  Cheers,
  Team Melio

  Customer Answer

  Date: 06/21/2024

  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,
  
  ***********************