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.

close

Find a Location

Melio Payments Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/14/2023

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

  Business Response

  Date: 09/06/2023

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

• Initial Complaint

  Date:08/03/2023

  Type:Sales and Advertising Issues
  Status:

  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.

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

  Business Response

  Date: 08/03/2023

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

  Best,

  Team Melio

  Customer Answer

  Date: 08/10/2023

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

  [Your Answer Here]

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

   

   

   

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

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

  Business Response

  Date: 11/26/2024

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

• Initial Complaint

  Date:07/20/2023

  Type:Billing Issues
  Status:

  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.

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

  Business Response

  Date: 07/26/2023

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

  Customer Answer

  Date: 08/03/2023

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

• Initial Complaint

  Date:06/07/2023

  Type:Billing Issues
  Status:

  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.

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

  Business Response

  Date: 06/16/2023

  Hi Al,

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

  Team Melio

• Initial Complaint

  Date:05/18/2023

  Type:Billing Issues
  Status:

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

  Business Response

  Date: 06/09/2023

  Hi ******,

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

  Best,

  Team Melio

  
  

• Initial Complaint

  Date:04/17/2023

  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.

  Make no mistake. MELIO are criminals. Every issue I have seen on this site is EXACTLY what happened to me. They are hit-and-run artists. File a police report. This is Cyber Terrorism. Don't give up. I won't. They kept an $18,000 ACH for themselves. All of the reps have disappeared. No one is in the office in ***. I was not given access to see them on ***********. This is likely to put me out of business. File a police report and work with your local bank branch. It will be upgraded to GSI (Global Security Investigations) ... change you bank accounts and your passwords. These are very very bad people. There is no way to reach them ... despite their nice little website. Class action suit.

  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:04/07/2023

  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 has zero customer service or a fraud department, their software hacked into my quickbooks account and created fraudulent payments totalling over $125k, and they will not call me back or return my emails, its been over a week, and they still haven't responded to their software's malfunction. I had to freeze my bank account to prevent the issues, and I am unable to reach them, chat with them, or email them.I stopped using them over a year ago, because the service was awful, I thought they had closed my account, but in fact they left it open with my bank account still linked. They are just awful awful awful. I've never heard of such horrible support service.

  Business Response

  Date: 05/23/2023

  Hi ****, thank you for sharing your feedback and we do apologize that this has been your experience. We have thoroughly reviewed your previous interactions with our support and compliance teams and can confirm that both teams closely collaborated with you to address the fraudulent issue. While we cannot delve into the specifics of your case here, rest assured that the matter has been fully resolved. If you do have any additional questions or concerns, please do not hesitate to email us at ********************************** and we'd be happy to assist you.
  
  Best,
  Team Melio

  Customer Answer

  Date: 05/24/2023

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

  [Your Answer Here]

   I do not agree with Melio, I had to email over 100 times, before I got a phone call, they would not give a phone number or contact information, my entire business's finances were on hold and frozen for over 10 days.  When they finally did call, they had zero explanation for how or why it happened, We had to close the account completely, and I still show records of fraudulant activity that can never be removed.  In this day and age of technology, they need some serious updating in fraud control and an actual department to handle these issues.  They actually disabled the chat feature for my account due to the fraud, completely cutting me off from all communication.

  It was less of a collaboration, then a passive acceptance of an unfixable sitution.

   

   

   

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

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

  Business Response

  Date: 06/06/2023

  Hi ****,

  
  Thank you for responding and we do apologize that this has been your experience. We understand the frustration and confusion that this lack of clarity can bring, especially when dealing with fraudulent activity. Rest assured, we have committed and rectified this situation. Regarding the disabling of the chat feature on your account, we apologize for the inconvenience caused by this measure, which was unfortunately necessary in order to protect your account and prevent further fraudulent activity. Nevertheless, we should have communicated this decision to you more effectively and provided alternative means of contact. We appreciate your feedback and will pass it along to the team. If there is anything else we can do to assist you or address any remaining concerns, please do not hesitate to reach out to us directly. 

  
  Best,
  Team Melio
  

  
  

• Initial Complaint

  Date:03/09/2023

  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 issued five checks totaling $17,887 through Melio bill pay services between the dates 7/22/2022 and 7/26/2022, to one of our critical vendors, (to the correct address) and they were fraudulently deposited elsewhere. Melio customer service had the vendor fill out Affidavits of Forged Endorsement and said we needed to wait up to 100 days for a response from the receiving bank. After the 100 days were up I was told "it appears that the receiving bank has chosen not to accept our affidavit and return the funds" and that all options for retrieving the funds were exhausted. I requested a call from someone to review details and/or some sort of documentation of bank communication, with no result except emails that everything possible was done. One Melio customer service agent suggest to contact local authorities and have a subpoena submitted to Melio's legal department. However, local law enforcement told me that a subpoena could not be issued in this case since the fraud was really involving a Melio check, even though it was issued on our behalf. I definitely feel like Melio missed something and isn't willing to provide me with documentation of the work done to resolve this major issue with the involved banks. I don't see a claim number anywhere but I am referenced as visitor ********.

  Business Response

  Date: 03/13/2023

  
  Hi *****, thank you for your follow up. According to our records on 1/03/2023 we informed you that unfortunately the receiving bank has declined to provide assistance and therefore they are unable to aid us in our request to reverse the funds. We are unable to share internal documents due to security and liability reasons. Please note, Melio has attempted in good faith to recover these funds, however all recollection efforts were unsuccessful. Per our terms of services, Melio cannot guarantee a specific outcome and cannot guarantee the restitution of lost funds in the case of fraud. If we receive an update from the receiving bank, of course, we will contact you. However, since all recollection attempts have failed, we consider this matter closed.

   

  Best,

  Team Melio

  Customer Answer

  Date: 03/13/2023

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

  [Your Answer Here]

  Melio's response is the same I have routinely received from their customer service, but with no documentation or call from management on these $17,886.50 fraudulent deposits.  Does the lack of confirmed bank rejection have something to do with the fact that the affidavits were filled out with their bank, ******************** which has recently collapsed due to poor management? The affidavit was previously attached to the complaint. 

   

   

   

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

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

  Business Response

  Date: 03/27/2023

  Hi *****, thank you for your follow up. The incident that occured with ******************* does not pertain to this specific case as our team escalated this issue and shared the results of our  investigation with you months before the collapse of ******************* on 1/03/2023. As previously mentioned, we are unable to share internal documents due to security and liability reasons. Please note, Melio has attempted in good faith to recover these funds, however all recollection efforts were unsuccessful. Per our terms of services, Melio cannot guarantee a specific outcome and cannot guarantee the restitution of lost funds in the case of fraud. 
  
  
  Best,
  Team Melio

  Customer Answer

  Date: 03/28/2023

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

  [Your Answer Here]

  The statement that everything has been tried to recover the funds but with no written documentation as to whether the bank ever responded or, if they did respond, what that reason for the decline was; is unacceptable.  And there should not be privacy concerns with something pertaining to funds sent on our behalf, especially for a case involving almost $18k.  Since this doesn't seem to be going anywhere, I will leave it to BBB to decide if my complaint is reasonable.

   

   

   

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

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

• Initial Complaint

  Date:02/22/2023

  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.

  On November 23, 2022 an online payment through Quickbooks (using Melio) was made to Novarad South in the amount of $20,643.38. The payment was made the day before the Thanksgiving holiday and would not be paid until November 29th, 2022 due to the banking holidays.The vendor was on vacation due to holidays and did not return to the office until December 5th, 2022, when they called for payment. That was the first time we were notified that the *** information we received from them was fraudulent. I contacted my bank, but they said funds had been pulled from Melio and they could not pull back. I needed to contact them.I contacted Melio to dispute immediately that day to ask if the payment could be stopped. I was told by the online chat that I would have to email ******************************************** Due to having only email to communicate with Melio, the turn around time has been 3-4 days at every contact.On December 20th, 2022 I received an email that the payment had failed. When I asked about the funds being returned, they said the recipient bank would not refund the funds. On December 14th, I received an email from ****************************************** that they were still looking into the matter.I have since asked for additional information on the recipient bank, whom the account belongs to and we would like to pursue legal action. We have gotten no other response from Melio on additional information.

  Business Response

  Date: 02/28/2023

  Hi *******, We completely understand your frustration and would like to provide further clarity. On December 8th 2022, we notified you via email that we would make an attempt at retrieving these funds. As of December 14th 2022, we followed up to share that unfortunately, the recollection efforts regarding this payment was not always successful. We recommend that all users thoroughly vet and verify their vendors delivery information before initiating a payment. If a user accidentally sends their payment using incorrect financial information, Melio cannot guarantee restitution of lost funds. At this time, there is no further information to provide. We apologize for any inconvenience this may have caused. 

   

  Best,

  Team Melio

• Initial Complaint

  Date:02/16/2023

  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 have signed up for bill pay via Quickbooks powered by Melio. When trying to attempt a transaction, our account was flagged for suspicious activity and suspended. I have contacted Melio support via email - the only means of contacting anyone - and their only means for verifying an account is to respond from the email associated with the account. As we never signed up directly through their website, the only possible emails that could be associated are the ones we used with Quickbooks. We have tried every such email, and Melio responds that none are associated with an account. Quickbooks has noted several times that to fix or remove the Melio integration with Quickbooks that Melio themselves must help.Because of their convoluted customer support system, we cannot have our account identified. As a result, we are unable to remove or use the bill pay integration feature with Quickbooks, which is inhibiting our ability to issue payments. Melio has not been helpful in trying to identify our account.The resolution we are requesting is to have the integration removed from Quickbooks. There should be other means of identifying an "account" to ensure this happens.

  Business Response

  Date: 03/03/2023

  Hi ****, we completely understand your frustration and would like to provide further clarity. We've taken a look into your account with Melio as well as the interactions with our risk & compliance team and we see your colleagues from SleepCardia have been in constant communication. However, since the email listed here in this complaint is not the email address associated with the Melio account, we cannot share further details. We ask that you connect directly with your colleagues. As we have been working with your colleagues and are hopeful to turn this experience around. However, we cannot provide details of this account without speaking with a confirmed user. We'd hate to see you disconnect from Melio but if this is a step needed to take, billpay powered by Melio can be disconnected by a Quickbooks support agent.

  Best, 

  Team Melio