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Business Profile

Payment Processing Services

Melio Payments Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

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

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Melio Payments Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 109 total complaints in the last 3 years.
    • 53 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/29/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Melio's customer service is non-existent. After confirming my account is activated multiple times (After waiting for weeks for customer service responses), I am still unable to send any payments. Their inability to accept my payments is confusing, as they collect a fee. Contacted support over chat, and they are unable to do anything.Please advise, my user account email is ******************* Cannot get the service to work, cannot get a single person to help with 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:09/15/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Melio took payment for a company HFA consulting. I paid with my credit card to receive services which were not received. I filed a chargeback and melio said they claim no responsibility, they are just a payment processor that takes money and gives it to another party. They should be able to get the money back if they are representing the company.

      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:09/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Melio used to be a good service. Schedule a same day ACH and it went without issue. Now, they decide after taking the money from your account to not send it for 3 days. We are not talking about payments to people that have never had money sent to them, we are talking about repeatedly used vendors. When a person sets up a same day ACH, what makes Melio think they have a right to just change the delivery date and not offer us an opportunity to change the method of payment? They pull the funds and sit on them for days before sending them and we are left to put up with calls from vendors threatening to cut off our services or seek legal action. When I requested a refund, they said 3 to 5 business days. If you can take the money within a day you can return it within a day. Give me back my funds now so I can pay the bills and prevent further issues from transpiring. I want my money back as well as all fees incurred due to this decision made by them as the fees would have been missed completely had they just done what they were asked to do and sent the money same day or at least offer us an opportunity to cancel and send the money another way.

      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:09/08/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Melio prompted me to sign in and pay from QB Desktop. This was for my personal books. Melio then allowed me to pay two bills. Following this, the 2nd bill was rejected and my account was closed, because it was a personal account. This part is fine. BUT, a $1975 payment WAS paid, and Melio switched it to ACH and not my vendor. So, the $1975 was taken from my bank account and given to the wrong vendor. And I cannot trace it or follow up because the account was closed by **********************. AND, I have tried numerous times with Melio support, which closes my chat and doesn't answer or help. I have also tried Melio support email. No avail.

      Business Response

      Date: 09/20/2023

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

       

      Best,

      Team Melio

    • Initial Complaint

      Date:08/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Melio withdrew money from our business bank account to pay multiple invoices for our vendors. The payments never reached our vendors and we have not been refunded our money. Melio has non existent customer service so there is no way to resolve the issue.Our bank has disputed the charges and says it cannot retrieve the funds from Melio.

      Business Response

      Date: 11/26/2024

      Hi ******,

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

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

      Best,
      Team Melio

    • Initial Complaint

      Date:08/31/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      8/23/23 I sent an ACH payment through Quickbooks who uses a third party called Melio to send ACH payments. i received a confirmation from Melio that my payment will be processed. I then received an email from their "compliance" department looking for more information on what I was paying BEFORE they can process the **** A list of all invoices that were being paid were listing on the confirmation so I dont know what they want. I emailed "compliance" 7-8 times and I have not gotten a response. The only other way to contact Melio is through online chat. They are useless and have offered no solution to see if this payment is getting processed or not. My vendor is waiting and waiting and has run out of patience and so have i. There is no live person to speak with at Melio only email and chat. I also reached out to Intuit/Quickbooks and they could not help either. If I overnight a check to my vendor and then this ACH payment clears, I'll be a disasterous financial situation. My hands are tied until I get an answer from Melio. Please help. Thank you

      Business Response

      Date: 09/20/2023

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

       

      Best,

      Team Melio

      Customer Answer

      Date: 09/26/2023

      Better Business Bureau:

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

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

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:08/21/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We submitted a payment through Melio to an outside bank. That bank refunded the amount within 3 business days and we still have not received our money back over a monthly later.

      Customer Answer

      Date: 08/23/2023

      Better Business Bureau:

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

      Sincerely,

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



       

    • Initial Complaint

      Date:08/17/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 7/25/2023, I used bill pay through my QuickBooks Online to pay a contractor $400. As of 8/16/2023, the contractor has yet to receive the check in the mail after confirming the correct address. The payment was deducted from my business checking account on 7/25/2023 and shown as a transaction in QB online file. I contacted QB, but they advised me to contact **************************** Both numbers advised to go online to melio.com to chat with a live agent or email melio. I then went to their website, not realizing I had an account with them. Using my QB online login credentials, viewed my account to discover no record of the transaction. I attempted to chat with a live agent, but none were available even though I am attempting contact during regular chat operating hours. I then sent an online request for a call but never got a confirmation # or a confirmation email. I cannot get this place to call me back and they have $400 of my companys money.

      Business Response

      Date: 08/29/2023

      Hi *******,

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

      Best,
      Team Melio

      Customer Answer

      Date: 09/21/2023

      Better Business Bureau:

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

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

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 11/26/2024

      Hi *******,

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

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

      Best,
      Team Melio

      Customer Answer

      Date: 11/29/2024

      Better Business Bureau:

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

      Sincerely,

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



       

    • Initial Complaint

      Date:08/15/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Melio Payments withdrew funds on 7/28 for payment of two our our vendors. I will attach a statement and will show the amounts and bank trace info below:7/28 ******************* (Trace ***************) amount $4,079.29 7/28 ************************* (Trace ***************) amount $9,263.06 Melio Payments is claiming they didn't initiate or withdraw the funds. This isn't true of course. Their customer service is refusing to acknowledge their actions. They have not acknowledged they have our funds. I have not been able to get back their first line of customer service. Supervisors and manangers have not returned any phone calls to explain or resolve the situation. My vendors are still unpaid and the funds are missing from my account.

      Business Response

      Date: 08/29/2023

      Hi ******,

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

      Best,
      Team Melio

    • Initial Complaint

      Date:08/15/2023

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

      Business Response

      Date: 08/30/2023

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

      Customer Answer

      Date: 09/07/2023

      Better Business Bureau:

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

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

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

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

       

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

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 11/26/2024

      Hi *******,

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

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

      Best,
      Team Melio

    Melio Payments Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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