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:06/14/2024

  Type:Product 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 started using QuickBooks Desktop partnered with Melio to process ACH payments since February 2024. Initially, the transfers took about three days, but they gradually started taking up to five days. On June 6, 2024, we sent over $65,000 in payments to more than 30 vendors. The system indicated that the funds would be received by June 11, 2024. However, we received an email stating that due to a system review, the payment ETA was updated to June 14, 2024.We have reached out to support via email and chat numerous times, but the responses have been inconsistent and unhelpful. We were initially informed that the delay was due to compliance reviews for high-dollar amounts, but no clear definition of "high-dollar amount" was provided. Later, we were told the payment failed due to an R29 code (Corporate Customer Advises Not Authorized) and was retried on June 11, with an expected delivery by June 13. As of today, only four vendors have received their payments, and the rest are still pending.This delay has severely impacted our business operations, and the lack of clear communication and resolution from Melio and QuickBooks support has been frustrating. We request immediate action to process the pending payments today and a resolution to prevent such issues in the future.Resolution Sought: Immediate processing of all pending payments and implementation of measures to ensure no further delays.

  Business Response

  Date: 06/27/2024

  Hi ***,
  
  Thank you for sharing your feedback with us. We're sorry to hear about your negative experience and would like to offer further clarification regarding our compliance process. It's important to understand that all payments processed through Melio undergo a compliance review to ensure adherence to regulatory standards. If our Compliance Team requires additional information from you, they will reach out to you directly. 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.
  
  After reviewing your account I can confirm that all pending payments are now processing as normal. I hope this helps! Should you have any more questions please send an email to **********************************, and an agent will promptly investigate and assist you further. We look forward to hearing from you soon!

  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:05/20/2024

  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.

  I am a customer of **********************. I have been processing by B2B payments with Melio going on two years. All of a sudden my account has been deactivated and Im told their compliance team cannot verify my company and that I violated terms under 17.1. I cannot get any further details. I am told to email their compliance team. Which I have. Today I got a response from the compliance team that said EXACTLY what customer service has told me that *** stated thus far and if I had questions to contact the compliance team AT THE VERY EMAIL I ALREADY wrote to compliance at!!! Absolutely insane! Frankly, I dont really want to use this seemingly useless firm - however I think I deserve to know EXPLICITLY what my company is being accused of that violates their terms. I stand absolutely firm, my company has NOT ever violated any item listed in 17.1. The punishment is unjust, unwarranted and frivolous!!

  Business Response

  Date: 06/12/2024

  Hi ********,
  
  Thank you for sharing your feedback with us; we greatly appreciate it. We understand that this experience may have been frustrating. Unfortunately, as we explained in an email to you dated May 17, 2024, we were unable to verify that your usage of Melio's services complies with Melio's Applicable Use requirements, as described in section 17.1 of our Terms of Service. 
  
  All the best,
  Team Melio

• Initial Complaint

  Date:05/17/2024

  Type:Order 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 selected the option of payment installments through Melio (Credit Key is their partner). Before signing up for it I checked that I could pay off early (prepayment without penalty). I saw it in the contract I reviewed before signing. They kept it because it was signed online. I know for sure I saw it or I wouldn't have taken this option. Now I want to pay of early and they won't let me do it. I can't afford the high monthly payments that's why I want to pay off now before getting into trouble. Don't use the Melio installment option because you'll get stuck with it. And I can't find the contract anymore with the terms because they make you sign online a way that you can't download it .

  Business Response

  Date: 05/29/2024

  Hi *********,
  
  Were truly sorry to hear about your negative experiences with our payment installment feature. Your feedback is incredibly valuable to us, and we take it seriously. We understand the frustration caused by any misinformation and the inconveniences youve faced. After reviewing your previous interactions I can see that our internal team is working to resolve this matter in order to honor your request to pay off your installments early as quickly as possible. Once we receive an update we will contact you directly. 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.

• Initial Complaint

  Date:04/16/2024

  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.

  We moved to QuickBooks online in July 2023, we started using Melio to have our checks sent out through our ***** ********** account which the money was withdrawn from our account as soon as the check was issued, Various checks either failed, did not go out or were never received by Vendor. I have worked with Melio and we received all of the refund due us a total over $73,000 except for 3 checks sent to Chase Ink for our credit card payment in amount of $15k. I have attached a spreadsheet with the Check information and dates. There are 3 checks listed for $5k a piece on 10/10/23, we did receive refund on one of them but not sure which check, So 10k due for two not received and then one check on 7/19/23 for $5k. We have reached out several times to Melio about getting these checks refunded but they don't answer emails. The other checks that we did received refunds we had listed them in our emails and then a few days later the refunds were in our bank account. I have attached copy of the ***** ********** statements that show the money going out of our account and also copies of Chase Ink account which does not reflect these payments, The payment on 10/13/23 in the amount $15K was a transfer for a chase account ending in ****.

  Business Response

  Date: 04/17/2024

  Hi ****,
  
  Were truly sorry to hear about your negative experiences with our service. Your feedback is incredibly valuable to us, and we take it seriously. We understand the frustration caused by unresolved issues and the inconveniences it may have caused. We will be happy to provide further clarification! 
  
  After further review, we can see that two agents reached out to you via email on 3/26 and 4/9 regarding this matter and we can see that these emails were not responded to. Regarding check #*******, this check was deposited on 10/22/23. An agent provided a deposited check image as proof of payment. Checks #******* and #******* were refunded  on 11/15/23. Check #******* was deposited by the vendor on 7/27/23. An agent provided a deposited check image as proof of payment for this as well. 
  
  We aim to provide transparent and effective solutions for all our users as our team committed to providing you with the best possible service. If there is anything else we can do to assist you, please do not hesitate to reach out-- we're always here to help!
  

  Customer Answer

  Date: 04/19/2024

  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:

  Good Afternoon,

  Thank you for responding to our complaint.  We did not receive any email response from you so that is why we went this route. So the only thing I need help with is the two checks that you indicated ************** received we never received credit to our account for those two checks. After further review on my end the other $5000 check should have been voided because it never got sent out.  Can you help us trace these two checks #******* $5000.00 10/22/23 and #******* $5000.00 07/27/23 since we never received credit.

  Thank you for your help!

   

   

   

   

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

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

  Business Response

  Date: 04/25/2024

  Hi ****,
  
  Per your request our Payment Operations team has looked into check #******* and check #*******.
  
  Regarding check #*******, this check was deposited on 10/22/23 and check #******* was also deposited by the vendor on 7/27/23.
  
  For this reason we are unable to issue a refund/credit to your account for these ********************** as they were both received by your vendors. I hope this helps and we hope you have a great rest of your day! 
  

• Initial Complaint

  Date:04/12/2024

  Type:Product 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.

  On February 16, 2024 i opened an account through my business ***************************** ***** to pay vendors. i went on to request my property taxes to be paid and i provided the details listed below.****************************** ****************************************** ****** ******** ** ********** ACCOUNT NUMBER: ******* i also provided my credit card which was charged $2000 for the tax bill and $58 for the service and the funds were supposed to be delivered by Feb 21,2024. Melio sent me an e-mail that the payments were made. At this time i was unable to speak to anyone at the Fulton County, ******* ********** because the county was hit by a cyber attach and you could not reach them by phone or email.Three weeks ago i was finally able to speak to ************ ********************************* at the tax office and she said that they Never received any payments on my behalf from Melio.i immediately contacted Melio via email because they do not have a customer service phone line.i was told that a refund check was going to be sent and that it will get to our office *********************************************************************** by April 8, 2024.Today is April 11, 2024 and we still have not seen any check.i contacted Melio earlier today about the check and the support person at Melio(Chase) told me the email below:--------------------------------------------------------------------------------------------------------------------------------***** ****** ** ********* *** *** ********* *** ** **** *** ** ******* *** * ***** ** ******* * ****** *** **** ******* ******* **** ****** *** *** ***** *** ** ** **** * ****** ** ****** ** ***** ** *** ** *********** *** **** ********** ******** **** ******** ***** ***** ******* i just need them to refund my money.Payment activity Melio payment ID ******** Full payment $2,00000 PAYMENT SCHEDULED BY ********** OWNER On Feb 15, 2024, 6:08 PM PAID FROM MY Credit card Discover (...****)Payment was processed on Feb 16, 2024 VENDOR RECEIVED Direct payment to Vendor's verified delivery method Delivery by Feb 21, 2024

  Business Response

  Date: 04/15/2024

  Hi *****,
  
  We hope this message finds you well. Firstly, we want to apologize for any inconvenience caused by the issue you brought to our attention. After taking a look into your $2000 payment, we discovered that the payment was initially sent to your vendor on 02/21, but unfortunately, the deposit was later rejected by the receiving bank. We know how important it is to have timely and accurate transactions, and consequently, we refunded the payment on 03/29.
  
  Additionally, we acknowledge the miscommunication when you last interacted with our support team, and we apologize for any confusion or frustration that *** have resulted from this. Rest assured that we take these issues very seriously and are taking steps to ensure they do not happen again. To rectify this issue, we have reprocessed your refund and refunded any applicable fees. The refund check should also reach you within 5-7 business days, with an estimated ETA of 4/23. You should see the corrected transaction reflected in your account shortly. We are committed to providing you with the best possible service. If there is anything else we can do to assist you, please do not hesitate to reach out-- we're always here to help!
  
  All the best,
  Team Melio 

  Customer Answer

  Date: 04/24/2024

  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:
  

  
  

  I am still waiting for the Refund check that was promised to arrive on April 23, 2023,
  
  Sincerely,
  
  ***** **** 

  
  

   

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  ***** ****
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 04/25/2024

  Hi *****,
  
  Thank you for getting back in touch with us. We're also sorry to hear that you have yet to receive your check. Our records indicate that our Payment Operations team sent the check via USPS first-class domestic mail on April 15th. However, due to the recent holiday, there may be delays within the postal system. If you are still waiting to receive your check by Tuesday, April 30th, please email us directly at *****************, and one of our agents will assist you promptly. We appreciate your patience in this matter. Please don't hesitate to contact us with any further questions or concerns!
  
  All the best,

  Team Melio

  Customer Answer

  Date: 05/02/2024

  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:04/04/2024

  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.

  The process began on March 22, 2024, involving an international wire transfer. According to the information provided, the funds were supposed to be deposited into the client's account on March 27. However, as of today, the money has not been received. I kindly request your assistance with this matter.

  Business Response

  Date: 04/08/2024

  Hi *****,
  
  Thank you for reaching out to us, and we are sorry to hear about the negative experience you have faced. We have reviewed your payment and can confirm that it was successfully processed on 03/26 to the international vendor's account on file. We apologize for any confusion or miscommunication that *** have occurred during the process. We appreciate your feedback and will make every effort to improve our services based on it. We have also sent you an email with more information about the payment. Please don't hesitate to contact us if you have any other questions or concerns!
  
  Best,
  Team Melio 

• Initial Complaint

  Date:04/02/2024

  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.

  Unfortunately, I had no choice but to accept a Melio transfer from another totally unethical company, who held payment for 2.5-minths, so they could earn interest on funds paid to them from a company/moderator who conducted a research study. The moderator told us that the funds were being released the day of the project, but I wasn't entitled to receive the funds until 3/29/24, with another 30day waiting period. Collab Reserarch violated my "terms and conditions" policy of business ethics when they held funds for 2.5-months, and then "chose" another unethical company, MELIO, to handle the transaction. I received 2 emails on 3/29/24, one stating funds w/b in my account by 4/2/24, and the 2nd stating the ":estimated delivery" was 3/29/24 at 8pm. The last email was written on 3/29/24 at 10:08am, and since I have a credit union that never holds deposited funds, I was confident that I would receive the funds by Saturday, 3/30/24, even though it was a weekend day. No funds received at all as of 4/1/24, so Melio is fraudulent because they never wired the funds as they stated in the last email at 10:08am on 3/29/24

  Business Response

  Date: 04/03/2024

  Hi ******,
  
  Thank you for reaching out to us regarding your payment concern, and we understand how frustrating this situation can be for you. Please note that Melio is a third-party payment processor, and we can only process payments as scheduled by your payor. However, we are sorry to hear that you had to wait for your payment after completing the study. Our records indicate that the payment was scheduled to be transferred to you on 03/29 and was successfully completed on 04/02, using the delivery method on file.
  
  If you have any questions or concerns, our support team is always ready to assist you in any way we can, and we encourage you to reach out weekdays between 9 am to 8 pm EST. 
  
  All the best,
  Team Melio 

  Customer Answer

  Date: 04/04/2024

  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 was absolutely no reason to hold onto my funds for 5-days, earning interest on my hard-earned money that I had to wait to receive from 1/24/24-4/2/24 because the company received payment from the vendor on 1/24/24, and refused to pay anyone until they earned enough interest from those funds. Both Melio and Collab Research have a grade of F- with the local BBB, and that's disgusting, especially because Melio processes payments. I cannot believe that Melio is part of Intuit, because my experience with Intuit has been top-notch, with the opinion that their company is ethical and run with that in mind. The agent that responded to me on Tuesday morning was professional and apologetic, but by Tuesday, I was furious because I was told the funds were wired on Friday morning, 3/29/24, which was a lie. I did not worry about the 3-day ** because the funds were being sent to my credit union, and they release credits and deposits as soon as the bank receives the funds. When I receive an email that stated that the estimated delivery date was 3/29/24 by 8:00pm, I knew that the funds would be available, probably by Saturday morning. Again, the problem is the miscommunication and the lies told to me. Melio NEVER wired the funds Friday, 3/29/24, as stated. On 4/2/24, late morning, an agent sent me an email apologizing for all the issues, and advised me that the funds were wired that morning. Guess what? That was another lie. Trust me, by Tuesday, I was checking my credit union account constantly, and when there were no funds in my account at 3pm, I called my credit union and spoke with a banker that I call if there is an issue. She advised me that there were no funds "pending", and that if Melio had indeed wired the funds that morning, they would already by posted to my account because the credit union releases all wires and credits immediately. I finally received the funds much later in the afternoon, and was told that Melio had just wired the funds mid-afternoon!! I was also told that funds wired would only take 1-2-hours to process, not 5-days. I do not care what your unprofessional client, Collab Research told you to do. Both Melio and Collab Research have violated my terms and conditions of business ethics and honesty.
  

   

   

   

   

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

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

• Initial Complaint

  Date:03/14/2024

  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.

  On January 2, 2024, I initiated a payment with Payment ID ******** to my vendor, "DC Freelance Bookkeepers," totaling $1000. It is essential to note that this transaction was not an isolated incident; rather, it was part of a longstanding successful business relationship, with 35 previous payments made to the same vendor through Melio Payments. Each transaction was meticulously recorded, with confirmation emails consistently indicating the correct recipient account ending in "*****" However, upon reviewing the latest transaction, it became apparent that the recipient account had been altered, with the last four digits reflecting "****." This discrepancy was not initiated by either myself or the vendor, as confirmed by our respective records and communications. The only logical conclusion is that the account details were tampered with on Melio Payments' end, leading to the misdirection of funds. Despite our efforts to address this issue promptly, the response from Melio Payments has been inadequate. Their lack of a direct support line and reliance solely on email communication has significantly hindered the resolution process. Furthermore, subsequent attempts to rectify the situation have been met with silence, indicating a concerning lack of accountability on their part. As a result, DC Freelance Bookkeepers is left without the intended payment, and I am left without recourse to recover the lost funds. The implications of this error extend beyond mere inconvenience, as it undermines the trust and reliability essential for successful business partnerships. In light of these circumstances, I urge BBB.org to intervene on behalf of affected parties and compel Melio Payments to take responsibility for their actions. Specifically, I seek restitution for the lost $1000 payment, enabling me to fulfill my financial obligations to DC Freelance Bookkeepers promptly. I am prepared to provide any additional information necessary to support my case.

  Business Response

  Date: 03/14/2024

  Hi *******,
  
  Thank you for sharing this feedback with us here and we sincerely appreciate you reaching out. We genuinely do recognize the importance of transparency and the urgency of your situation, and we are dedicated to resolving this matter quickly. We have forwarded your complaint to our Payment Operations team for a thorough investigation. Currently, a Letter of Indemnity (LOI) has been promptly submitted, and we are waiting for a response from the receiving bank. During this interim period, we are unable to process any further updates to this payment as we have to wait solely for the receiving bank's response. We also noticed that you were in contact with our recovery team earlier, and they will keep you informed of any developments throughout this process. If you have any further inquiries or require assistance, please do not hesitate to reach out to us directly. Thank you for your patience and understanding as we work towards resolving this matter.
  
  Best,
  Team Melio 

  Customer Answer

  Date: 03/18/2024

  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:

  While I appreciate Melio's efforts to address the matter, I must express my dissatisfaction with the proposed resolution outlined in Melio's team response.
  
  It is disconcerting to learn that the resolution process is contingent upon the response from the receiving bank, especially considering that the issue stemmed from an error on Melio's part. As such, I must respectfully disagree with the notion that the refund of my funds should be delayed pending the bank's response.
  
  As a customer, I expect timely and decisive action from reputable institutions such as Melio, especially when it concerns the mishandling of funds due to internal errors. Therefore, I firmly believe that the refund of the lost funds should not be tied to the recovery process and should be processed immediately.
  
  Thank you for your attention to this matter.
  

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

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

  Business Response

  Date: 03/28/2024

  Hi *******,
  
  Thank you for responding and wed love to update you with some great news. Our Payment ********************* has reviewed your payment thoroughly while working with our banking partner and has deemed it eligible for reimbursement on 03/22/24. We are pleased to inform you that the reimbursement process was successfully completed and you should expect to see the funds in your account within 3-5 business days. We apologize for any inconvenience caused and we appreciate your patience and cooperation in this matter. If you have any further questions or concerns, please do not hesitate to contact us weekdays from 9am to 8pm EST. 
  
  Best,
  Team Melio 
  
  

  Customer Answer

  Date: 03/29/2024

  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:03/06/2024

  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 used to have great support, which was necessary since they have so many unresolved edge cases in their payment processing service. Then they gutted their customer service ***** Then they banned us, without just cause, from getting support via their support chat feature. Apparently they disapproved of the rhetoric we used to express our frequent frustrations with their service. Let me list a few of those:Melio sends your money to the wrong company Melio charges your vendors fees against their wishes and without their consent, then refuses to refund them, forcing you to refund the vendor out of your own pocket Melio support is excruciatingly slow and ineffective. They always reply with scripted platitudes, are keen to apologize, but scant solutions are found when dealing with the first tier of their support. You must repeatedly demand escalation to have any chance of resolving their myriad problems.The straw that is breaking the camel's back for us and triggering this report is that Melio knowingly and intentionally deletes bills from QuickBooks Online that have been reconciled. They actually have quite a robust logic to their two-way QuickBooks Online sync, and fortunately they do provide a link where you can view the nature of each parameter's sync logic. I can understand the need to keep perfect synchronicity between QBO and Melio for most bills and invoices, but there are edge cases. One such edge case is that they disallow rescheduling certain failed payments, thus requiring the duplication of the Melio bill, deletion of the resulting QBO bill, and matching of the new Melio payment to the original QBO bill (whose unique name must not be changed for our system to work). But this leaves a failed payment in limbo. You can cancel the stuck, failed payment in Melio but then you have an open bill that you might accidentally pay later. DO NOT DELETE IT! Melio will delete your reconciled QuickBooks Online bill and break your reconciliation! Accountants love it!

  Business Response

  Date: 03/07/2024

  Hi *****,
  Were sorry to hear about the issues youve experienced with our service. We understand how frustrating unresolved issues can be and the inconveniences they can cause. Please know that were actively working on improving our support system and addressing the concerns youve raised. We aim to provide transparent and effective solutions for all our users. When it comes to payment choices, we aim to cater to a diverse range of preferences for both those making payments and those receiving them. Thats why we offer the option to expedite payments for both payors and vendors. While its not possible to deactivate these options, not having an email on file for the vendor would prevent them from being offered this choice. To shed light on the deletion of a matched bill in *** after it was deleted in Melio, its crucial to understand that the two-way sync between Melio and QBO pertains to bill creation processes. For instance, generating a bill in QBO simultaneously creates it in Melio, and deleting a bill in QBO results in its deletion from Melio too. This bidirectional synchronization, established during bill creation, means that removing the bill in Melio will also delete it in ***, even if it has already undergone reconciliation. Our team is committed to learning from your insights and feedback to find ways to improve our services for the future. We have forwarded your concern(s) to our internal teams.
  Best,
  Team Melio

  Customer Answer

  Date: 03/07/2024

  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:

  [Your Answer Here]

   

  Your response ignores all the nuance and echoes the banal platitudes Melio's customers have all grown so fond of.
  ********************** disallows arbitrary retry attempts for bill payments, at least in certain scenarios. Or they used to. And it also disallows cancellation of failed payments, at least in certain scenarios, or it used to. Otherwise, we would have just retried the bill payment. Your system blocked that and forced us to duplicate it. Then your system was updated with a cleaner, faster, nicer, and much more user-friendly ********************** interface. Great job, by the way, but after that update we suddenly started seeing this annoying failed payment from 2022 again that we had already resolved by duplication to workaround Melio's limitations. Forgetting that Melio might regard this old failed bill payment as equivalent to the already reconciled QuickBooks payment that we had already matched with the successful duplicate payment, we deleted that old failed bill in a brief moment of ineptitude. We had seen this issue before, but never in such a serious scenario as a two year old reconciled bill!
  Additionally, there are still quite a few issues to be worked out with Melio's system. For one thing, you keep ignoring the big issue, which is that Melio does not display the dialog that QuickBooks Online would otherwise display if you were trying to delete a reconciled bill or bill payment directly in QBO. It would not let you do this without giving you a warning beyond the typical "are you sure you want to delete?" confirmation dialog. I'm not sure if the QuickBooks Online interface adds a dialog or just changes the wording but suffice it to say Melio makes no fuss! Melio gives you the same deletion confirmation dialog as you would see with not-yet-reconciled bills and bill payments. Melio does not remind unsuspecting users that the deletion of the Melio bill will delete any potential corresponding QuickBooks bills, which it is not always even clear if there is a corresponding bill or if the sync is working between any two corresponding QBO and Melio bills. We have seen the two-way sync break on many occasions. We have also been around long enough to see its logic change, mostly for the better. We've looked at the logic for each parameter, and it is well thought out and considerate of many but not all of the edge cases. Trying to get a Melio CSR to, first, understand, then, acknowledge, and finally, escalate or resolve edge cases in Melio's still-teething payment system is like chewing on glass.
  There is no indicator in the Melio UI that incorporates QuickBooks branding to denote a synced item vs. an unsynced item, or created in QBO vs. created in Melio, and definitely not in the bill details popout pane. The list view does show the source as QuickBooks or Manual, but as I said, it does not use QuickBooks branding and it does not show up in the detail pane. Two different words like QuickBooks and Manual are way less obvious than a lime green or a purple logo and a user loses the context of the list view once the detail pane is open, so you need to improve the experience here in several ways.
  But our main point is that Melio absolutely has got to stop deleting reconciled transactions. Or, option B, display the same warning as QBO, verbatim. Better yet, make sure you have two confirmation dialogs, "Yes I'm sure" and "Yes I really do want to break my QuickBooks reconciliation and cause my accountants to charge us two hundred dollars".
  If you will add a "Yes I really do want to break my QuickBooks reconciliation and cause my accountants to charge us two hundred dollars" button to Melio when deleting reconciled bills, then and only then will we consider this matter resolved.
  If the user is deleting a bill in **********************, there is a darn good chance it's because your system is broken and you aren't letting them resolve a failed payment any other way. If your system forces your users to recursively break your system, you can't blame it on user error!
  But it's always the same broken record response we get with every major issue with Melio. You stonewall and delay and waffle about with our time and money like we don't matter. You recently laid off 7 percent of your workforce. 40 people have lost their jobs at Melio. I wonder how many of them worked in customer support? Moreover, those CSRs you retained are the ones who are still stonewalling and delaying and waffling. You've banned us from receiving support. You are discriminating against us for raising valid concerns about your product, many of which you've thanked us for bringing to your attention and actually fixed over the three or four years we've used Melio.
  But lately it seems you no longer appreciate thoughtful critiques from high volume users. We make several payments through Melio every day. We send thousands of dollars per week through your service, and we pay fees, an increasingly large volume of fees at that. We send you referral business by making you our defacto payment processor for customers and vendors. You reward us by blocking our email addresses and banning our company from obtaining support on your website. As for the website chat support, it's possible that we are no longer banned and that it's just impossible for anyone at all to get support on your website!
  We used to get a cryptic error message every time we got to the "request an agent" stage, so we assumed you had banned us. Now that error doesn't happen, but you just never respond to our messages in the support chat anymore. So we are forced to email you, and from alternate email addresses because you keep banning our various email users that have contacted you for support. For the record, we've only ever reach out for support for entirely valid concerns, which you always downplay and belittle and misunderstand and otherwise fail to resolve. Like how your expedited payment offers have multiple times been sent to the wrong people because you have no due diligence or scruples. You are greedy and reckless.
  Your willful disregard for your fiduciary duties as a money remitter is probably in violation of all manner of securities exchange laws or whatever designation this falls under, and it's a no-brainer that you guys should be investigated by alphabet agencies for what is, at best, negligence, if not outright fraud. You have literally sent our money to the wrong people through absolutely no fault of our own. You have allowed arbitrary third parties to incur fees on our payments to vendors, then refused to refund the fee to the vendor who never agreed to it in the first place, thus forcing us to refund the vendor out of pocket.
  Melio is always so very sorry, but never once has an apology returned our missing money. Never once has an apology fixed a technical glitch. Never once has an apology tracked down an ACH trace. Melio would do well to eliminate "sorry" and "apology" from its vocabulary. Melio would do well to learn phrases like "I can help with that" and "We can resolve this no problem" and "Here are the steps to resolve the issue". Melio would also do well to ignore all but outright harassment of CSRs. Your service failures are going to cause folks a lot of stress because often lots of money is involved, and other people are stressed out too as a result, so the person trying to get a solution from a Melio CSR is crushed between a metaphorical rock and Melio's diamond-hard support process. Something's bound to give! You need to apply regex filters on cusswords or hire reps with thicker skin. Outright abuse should never be tolerated, but an irate customer with a valid cause for concern is a product of your own making. People tend to calm down rapidly when they can see you are trying your best to help. People tend to blow their lid off when you keep reading longwinded apologies from a script or asking someone to calm down or be polite. You want us to be polite, well we want to know what in Hades name you've done with thousands of dollars of our money that you seem unconcerned with locating. Anyway, we don't cuss at you or do anything impolite. Yes we are very blunt, but see the soft gloves don't work with Melio. We've found that you only respond to an all out barrage of logic. If we write enough words, someone with agency and decision power will come in and make something happen. Your first tier of support is apparently completely neutered in their capacity to support anything at all. If there is a magic word that gets you guys to take action, we'd love to hear it! But yeah, so far berating you relentlessly seems about the only viable lever we've got. And with that we digress.

   

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

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

  Business Response

  Date: 03/28/2024

  Hi *****,
  
  Thank you for sharing your feedback with us. We appreciate your input and want you to know we are working to address your concerns. We apologize for any difficulties you may have encountered trying to contact our support team. We are aware of a known bug that has caused issues in this regard and are taking steps to fix it. However, we understand this may not have been the best experience for you, and we are committed to improving in the future.
  
  Regarding your request for user interface cues when deleting reconciled bills, we have forwarded your feedback to our internal product and tech teams. Though we don't have a specific timeline for this update, we are actively working to enhance our website and features.
  
  We understand that the current situation may not be ideal for you, but we want to assure you that we are fully committed to providing a seamless payment experience for all our customers. If you ever have any further questions or concerns, please do not hesitate to reach out to us. We are always here to assist you!
  
  All the best,
  Team Melio 

  Customer Answer

  Date: 03/29/2024

  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:

  [Your Answer Here]

   As we said before, you've got to fix the problem. It is not sufficient to say that you are thinking about fixing a problem that results in broken QuickBooks reconciliations for your millions of users and untold millions of dollars in associated accounting expenses.
  
  If you fix the issue that prevents users from being notified that an action will result in a broken reconciliation, then we can move on from this.
  
  My solution (to give an extra warning dialog forcing user to understand that the reconciliation will break) is entirely logical and valid. It will work. QuickBooks Online puts a specific dialog in front of the user when deleting something that would break their reconciliation. They don't simply display an "are you sure you want to delete this?" dialog. They go the extra step. To the extent that Melio is integrated with QuickBooks Online as their sole native payment processor, the only one that users can literally interact with straight from Intuit's flagship accounting product, Melio must do the same. We are exhausting all efforts to warn Intuit of the landmine they're stepping on with Melio. It would be great if Intuit would fire Melio and replace them with a reputable and competent company, but if that is not going to happen, the next best option is to force the incompetent company to strive for, at least, the appearance of competence, if not competence outright.
  
  Melio has driven us to the brink. We will continue our efforts to correct their repeated assaults on logic so long as they continue to ignore the serious edge cases that cause massive accounting headaches for their users. We have made it our mission to fight this, not because we care so much, but because Melio cares so little.
  
  Time to step up to the task at hand, Melio. You are playing ball with the big boys now. Do you really think Intuit, the largest vendor of accounting software in the world, will allow you to remain woefully incompetent forever? Perhaps you should start listening to users?

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

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

• Initial Complaint

  Date:03/06/2024

  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.

  Melio deactivated my account without explanation. Please see the attached letter for more details.

  Business Response

  Date: 03/08/2024

  Hi *******,
  
  Thank you for sharing your feedback with us. We're sorry to hear about your negative experience and would like to offer further clarification regarding our compliance process. It's important to understand that all payments processed through Melio undergo a compliance review to ensure adherence to regulatory standards. If our Compliance Team requires additional information from you, they will reach out to you directly. Please note that, as outlined in our terms of service, Melio reserves the right to suspend or terminate this Agreement, or suspend, terminate, or limit your access to, or use of, your Account at its sole discretion. Our records show that our compliance team notified you of this decision via email on 03/08. We understand that this may not have been the outcome you were hoping for, and we will certainly pass your feedback along to our internal teams. If you have any further questions or concerns, please don't hesitate to contact our compliance team directly. We apologize for any inconvenience this may have caused.
  
  Best,
  Team Melio
  

  Customer Answer

  Date: 03/08/2024

  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:

  What they are claiming (in their email to me) is simply not true. They stated the following in their email to me today:

  Your account as suspended following a review that revealed several attempts (some successful) at out fo policy activity on our platform. Mainly, using a credit card to repay a loan item to 'Company X'. (changed name for privacy) 
  There were emails sent when these cases were discovered, and after monitoring the team saw that the activity persisted. As a result we the decision to suspend the account. 

  -----

  Thank you for the response and information.  **************** X payments are for "collateralized" loans by real estate.  I can send you supporting documents to show you the promissory notes / loan docs, so they're commercial mortgages.  
  
  I read through the terms here again, and I believe I have been 100% in compliance:
  ******************************************************************************************************************************************
  
  The one where I could see some possible confusion is this one:
  "Unsupported debt types (such as credit card balances, uncollateralized loans, auto title loans);"
  

  But all of my debts are "collateralized loans" by properties and I usually pay by ACH transfer for those (as they're all scheduled).
  Every other payment I've been making has been to contractors, etc.  
  I've never made a payment with melio for balance transfers, cash advances, or payments to another credit card, etc.
  
  If it's still a problem to make those payments by credit card, I can stop doing that (will only do ACH for those), if you can reinstate my Melio account.  Please let me know.
  
  Also, if any of the payments were questionable, I'm not sure why I didn't get an alert to tell me when a payment may have potential issues, or why that payment just wouldn't have been cancelled until I showed supporting documents, etc, to resolve the issue (like it happened once with Company Y...payment plan for Heartland foods, which I also had on automatic payment...but I turned that off now and won't pay that vendor anymore since Melio didn't authorize it).
  
  Hope to hear back from you soon.
  

   

   

   

   

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

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

  Business Response

  Date: 03/22/2024

  We appreciate you sharing your feedback with us and are sorry to hear about your this experience. It's important to understand that Melio accounts undergo a compliance review to ensure adherence to regulatory standards. If our Compliance Team requires additional information from you, they will reach out to you directly. Please note that, as outlined in our terms of service, Melio reserves the right to suspend or terminate this Agreement, or suspend, terminate, or limit your access to, or use of, your Account at its sole discretion. Our records show that our team notified you of this decision via email on 03/08 and has been in constant communication with you. We understand that this may not have been the outcome you were hoping for. Please note that we have passed this feedback along to our Compliance team. If you have any further questions or concerns, please don't hesitate to contact our Compliance team directly. We apologize for any inconvenience this may have caused