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:02/23/2024

  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.

  On February 15th 2024 I set up a Melio account to receive ********************** from my clients. My customer received my invoice and made a ACH payment to my company. Melio system said my payment would process by February 22, 2024. For several day proceeding my customer payment I began to receive emails from Melio's compliance department. At first not a big deal, just some general housekeeping request as one might expect when setting up a new account. By the third request I was becoming irritated with the process mainly because the repeated emails from the compliance department were requesting just one thing at a time. it took 4 days in communication which could have been resolved in 5 minutes with a simple phone call or chat with live person. By the fifth day I reached out to customer support who was unable to help me get in contact with the compliance department. Giving Melio the benefit of the doubt I waited two more days for the scheduled payment to complete its processing and be deposited. The payment did not get processed by February 22, 2024 as stated. On February 23, 2024 the status for the payment was updated to then be processed by February 28, 2024. My customer is upset because they cannot receive their purchase until payments clear. I had to tell my customer to cancel his ********************** payment and use another platform to send payment. My advice to all businesses, find another was to process payments.

  Business Response

  Date: 02/23/2024

  Thank you for your feedback. We apologize that your experience with us did not meet your expectations. We recognize the frustration that can accompany delayed payments and want to provide clarity on our compliance process. Please note that all payments are subject to a compliance review to ensure that they meet our regulatory standards. If our compliance team needs more information from you, they will contact you via email exclusively. However, we understand the importance of resolving payment-related issues quickly and effectively, and we have shared your feedback with our team for future improvements. We apologize for any inconvenience and remain committed to assisting you effectively in the future.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair 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.

  I have been using Melio for payments on several Quickbooks accounts over the past few years. The were great up until recently but their process controls and customer service have gone way down hill. I recently tried to do an urgent ACH transaction with a new company that was formed but the payment failed and it took several days to get an answer from Melio on why it was cancelled since you can't get anyone on the phone and have to e-mail *******************. ******************* said that they couldn't verify the new company in accordance to regulations they have with their payment providers so that is why the payment was stopped and my account closed. The issue I have is that they didn't do anything to verify me or the company to ensure it was legitimate. I was able to make this payment through Quickbooks Bill *** after going through their appropriate verification process which asked for ownership information, company website, and EIN the same day. I am asking that my account be reinstated.

  Business Response

  Date: 01/17/2024

  Hi *****,
  
  Thank you for taking the time to share this feedback with us and we apologize for any difficulties you may have faced. Our records indicate that our support team has been in touch, and this matter has been resolved as of 01/12. 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!
  
  Best,
  Team Melio 

  Customer Answer

  Date: 01/19/2024

  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:12/26/2023

  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 set up an account that I would like to close. There is no way online to close an account and the customer service is automated and will not provide the needed information.

  Business Response

  Date: 01/03/2024

  Hi *******, 
  
  Thank you for sharing your feedback with us. We apologize for the experience you have had and we would like to look into this matter further. However, we were unable to locate any record of correspondence with your information. To help us resolve this issue, please send an email to ********************************** with the subject line "BBB: Urgent." Rest assured that we will prioritize your case and work to get to the bottom of the issue.
  
  Best,
  Team Melio 

• Initial Complaint

  Date:12/18/2023

  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.

  Using Quick Books. (Melio is their agent for online payments) On 7/20/23 for my company ********************* of south *****.I ordered two checks sent to me, (About $4,000) Funds were removed from my bank account. I have not received them, In spite of my numerous emails to Melio I still have not received my money, nor talked to anyone. . They will not talk on the phone. Responses to my emails are form letters saying saying they will get on with the problem very soon. Impossible to get their phone number. I have asked then to just put the funds back in my account and i will write a check to myself . No luck,Customer service grade F ..

  Business Response

  Date: 12/20/2023

  Hi ******, thank you for sharing your feedback and we do apologize for the inconvenience. Our records indicate, these two payments have been refunded as of 12/20 and should post to your bank account within the next 2 business days. An email confirmation has also been sent out as well for your records. 

   

  Best,

  Team Melio

• Initial Complaint

  Date:12/15/2023

  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 used Melio to pay ********************* the deposit for doing construction at the bakery because ********************* didn't have a card reader machine. The General Contractor isn't doing any construction after getting the deposit. The General Contractor failed to meet construction deadline according to my contract with him. The General Contractor owes me $81,000 by this moment for failing to meet the construction deadline except the deposit. I had to dispute the transactions for $18,485 because ********************* refused to give me back my money. My credit card company started the investigation, and it turned out that Melio debited the payment from my credit cards and sent it to *********************. And when I disputed the payments, the disputes were against Melio and not against *********************. I don't understand that because I have nothing against Melio, my disputes are against ********************* because he didn't do the job, for which he got the deposit. My credit card companies rebilled my disputes and told me to contact Melio to resolve the disputes. I contacted Melio,explained them my situation. I talked to an associate named ********, she didn't even make an attempt to understand me and to help me. I told her to even take the 2.9% that I paid them to send the money to *********************. In response to that ******** told me that Melio can't help me at all and she kept repeating the same policy to me, as if I was talking to a robot. I didn't want to be in this situation. All I wanted was to do construction at my bakery and open up for customers, but ********************* turned out to be a bad person and a unfair businessman who took my money and who is not doing any construction, and who is not giving me any options to resolve my project. I explained all of this to ********, but she didn't want to understand me. I provided ******** my contract with *********************. I also tried to chat with another colleague, hoping that someone more knowledgeable would resolve my situation. However I couldn't do it because the associate in the chat said that she can't help me and that I need to email ********. ******** said that I needed to verify the vendor before sending the payment. I did verify the vendor. I didn't know that my licensed and insured General Contractor would not do any construction after getting the deposit. Now I am in a situation where ********************* wouldn't refund me my money and Melio isn't even trying to resolve the issue. Melio took the side of *********************, and Melio refunded the money to *********************, who is not doing any construction and who is not fulfilling the terms of my contract with him. Melio is not even trying to understand and listen to my situation. I can't hire another General Contractor because I don't have the money to pay him. Some advice to the people who need to pay their vendors who don't have credit card machines. Run far and run fast from a company like Melio. Never use Melio, send the money directly to the vendor. If the vendor fails to perform the services and if the vendor refuses to give you back your money, then Melio won't even try to resolve the situation and understand who is right and who is wrong. Melio didn't give me any option to resolve the situation I am in right now. I am very stressed because of the situation I am in right now. I'd be glad to remove this complaint if Melio tried to figure out my situation and resolve it.Thank you.

  Customer Answer

  Date: 01/09/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Melio Payments Inc. regarding complaint ID ********.
  
  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:12/13/2023

  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 received an email on 12/06 stating two deposits from a client had been made. I checked my bank account a few hours later, there was no deposits. I waited till the next day to send an email. Five days later I get a reply saying the deposits were made and to contact the client and ask for the transaction details. So I get the transition detail from the client which really doesnt mean anything. I called my bank and they assured me that my account was able to receive deposit, nothing was flagged or pending and that those deposits werent made . Next step will be to find the *** on Linkedln and reach out to him. Emails and chats arent resolving the issue.

  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:12/11/2023

  Type:Service or Repair 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.

  Our company had a client send a $5k payment through Melio on 12/1. We opted to pay the 1% for instant deposit. By end of day 12/1 no deposit had been made. We attempted to contact Melio repeatedly over the next few days. Giving them the benefit of the doubt that customer service was closed over the weekend we fully expected a response Monday 12/4. No response. The chat feature they mention no longer exists and there is zero response to inquire through the app or email. Eventually someone does reply and after some correspondence is receive this email Okay so I took a look! And it looks like we have been made aware of a technical issue that has prevented this payment from being delivered via instant transfer.Instead, we processed this payment via standard ACH and it will be delivered within that time frame. But! It has been resolved. Your payment has since been processed via standard ACH and should be delivered on December 6th by 8 pm local time. I sincerely apologize for the inconvenience this may have caused but I appreciate your patience and understanding. I hope this helps! No deposit arrived Dec 6th. It is now 12/9 and we have no deposit and Melio has stopped responding. Apparently this is not an isolated issue from other complaints here. We will no longer allow clients to process payments with Melio and I would advise other to do the same

  Business Response

  Date: 01/03/2024

  Hi ****, 
   
  Thank you for sharing your feedback with us, and we apologize for any inconvenience caused. We understand the importance of timely fund transfers and acknowledge the frustration caused by any delays or insufficient communication.  After reviewing your interactions with our support team, we found that you were sent an email explaining the reason behind the payment delay which was caused by a technical error. However, we realize that our team could have communicated this information more effectively and we are working to address it internally. We appreciate your feedback as it helps us improve our communication processes and ensure a smoother experience for you in the future. Please don't hesitate to contact us via live chat if you require further assistance. Our support team is available Monday to Friday, from 9am to 8pm EST and we're always here to help. 
  
  
  Best, 
  Team Melio

  
  

  Customer Answer

  Date: 01/05/2024

  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.

   

  fund have been successfully transferred 
  
  Sincerely,
  
  *******************
  
  
  
   
  

  
  

• Initial Complaint

  Date:12/06/2023

  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 was attempting to receive a payment from WTS transport, using Melio and their services. Received an email on Friday, December 1 stating that the payment was delivered, and WTS transfer, confirmed that it showed delivered on their end as well. However, I did not receive a payment, and I still have not received any payment as of December 5. I would also like to mention that I paid extra for an instant payout that was supposed to be same day. They currently owe me $2275.00. I have reached out via email three times with no response and I have tried to call their phone number but it is an automated system that hangs up on you. I have provided screenshots of my delivery confirmation email that I received from Melio as well as screenshots from my bank showing I have not received a deposit from them.

  Business Response

  Date: 12/06/2023

  Hi ******, we understand your frustration regarding a payment you were expecting. Upon investigation, we found that the payment was delivered to you on December 1st, 2023. We also noticed that you have been in contact with our support team via email. If, for some reason, you havent received the payment, we suggest that you contact your payor directly and ask for a NACHA trace number to locate the funds. We apologize for any inconvenience caused but want to confirm that the funds were indeed delivered. If you have any other questions, please feel free to email us at *******************. We are always happy to assist you.

  Best,

  Team Melio

• Initial Complaint

  Date:12/01/2023

  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.

  Im an independent contractor for a business who uses melio payment for paying invoices. I submitted 2 on 11/24 for **** and ****. They were processed on Monday by the payer but Melio did not provide any info other than the ach would pay 12/1 by 8 pm which caused several issues. There customer service team was not helpful and Im still unpaid

  Customer Answer

  Date: 12/26/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Melio Payments Inc. regarding complaint ID ********.
  
  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:11/29/2023

  Type:Service or Repair 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.

  Ok I received an email like normal Nov 20th with a received payment for $639 usually later that day or the following day Ill get a follow up email asking if I want to receive money early with a fee I received that email twice asking if I wanted my money early I put my bank card and other information within 30 min Im supposed to have a deposit no deposit comes I send an email that day next day I reenter my information to receive funds early again no deposit I send another email Im patient I wait til the delivery date which is Nov 24th by 8pm day comes 802pm no funds Monday morning Nov 27th 9am I contact them after the 2nd person I was told it was under review and that by Nov 28th it will be released Nov 28th comes I talked to 3 different people through chat because of course they are a no phone company by the 3rd person ****** said that he will personally monitor the situation and personally email me but it has been escalated ok cool 4pm no email 6pm Im back on chat no response from no one not even the robot I just want my money I work for

  Customer Answer

  Date: 11/29/2023

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