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:02/02/2023

  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.

  We received a fraudulent invoice from a vendor that we didn't know was fraudulent until after the payment posted in our bank. While trying to work with our bank to retrieve the funds, we simultaneously received an email from Melio stating that the payment failed. Since then we have been trying to contact Melio's support to try and reconcile the problem and get our money back, but they keep saying someone will get back to us but no one has. Quickbooks (who we initiated the payment through) stated that the funds are in a holding account with Melio. You cannot contact them by phone, which is incredibly frustrating, and they are not responding to email now. Incredibly frustrating. We need our $4970 back.

  Customer Answer

  Date: 02/27/2023

  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 ********
  
  We’re really sorry that your complaint wasn’t 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, we’re glad to hear that. But if not—or if you have any other questions—please reach out to us at [email protected], and we’ll make sure to help you as quickly as possible.
  
  Thank you for your patience, and again, we apologize for the delay. We’re here to make things right.

  
  Best,
  Team Melio

  
  

• Initial Complaint

  Date:02/02/2023

  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 paid for merchandise from a vendor who turned out to be a scammer. Melio claims no responsibility because they are merely a payment service and they are claiming they have fulfilled all their obligations, clinging to a very slimy/oddly worded terms of service.

  Business Response

  Date: 02/02/2023

  Hi *******,
  

  We apologize that you did not receive the goods or services that you paid for from your vendor. However, Melio is not able to provide refunds for goods or services not received. As per our Terms of Service: 

  Satisfactory Goods or Services. By submitting your payment for processing through the Services, you agree that the goods or services provided by your Recipient in exchange for the payment (minus Fees) have already been rendered to your satisfaction.
   
  You hereby forfeit any future claims regarding insufficient or unexpected quality or untimely delivery of the goods and services provided, including those Services rendered by Melio in exchange for your payment of fees.
   
  Again, we do apologize that you were unsatisfied, but per our Terms of Service, Melio does not support prepayments. If you are having an issue with the product or service you paid for, we do suggest reaching out to your vendor directly. 

   

  Best,

  Team Melio
   
  

  Customer Answer

  Date: 02/07/2023

  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:

  [Your Answer Here]

   I will abide by what the BBB thinks, but I received this very same boilerplate when I complained directly.  My issue is their TOS is a flimsy post to rest ones coat on.  THEY accepted my prepayment, THEY provided this conduit to a scam artist.  ************* Pop Up Lockers AKA King **** LLC.
  
  How can I contact the vendor when the vendor is nonresponsive?   MELIO has the business relationship with them.  When I made my purchase, I was told Melio was the bookeeping agent.  Granted I didn't read the **** but if you look at the request they send, would you not think this was just like any other consumer facing payment service?
  
  I find it very convenient for Melio to claim no responsibility, but seeing as they are willfuly abetting a scam artist and providing nothing but meaningless and often rude replies, well they seem just as shady to me.

   

   

   

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

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

  Business Response

  Date: 03/02/2023

  Hi *******,

  Thank you for following up with us.

  During the transaction flow of completing a payment, payor's are asked if the payment is for goods/services already received. If a payment is deemed a pre-payment by our Compliance team, we reject the payment from processing to avoid such issues.
   
  Per our terms of service if a payor chooses to select "yes" to this question, even if untrue, they are agreeing to forfeit any future claims regarding insufficient or unexpected quality or untimely delivery of the goods and services provided.
   
  Neither Melio nor the Banks endorse, recommend, or bear any responsibility or liability for any products, services or statements presented by Recipients. At this juncture, Melio has completely fulfilled its obligations regarding this payment.

   

  Best,

  Team Melio

   

  Customer Answer

  Date: 04/10/2023

  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]

   That is this business's standard response and it's infuriating.  On what planet is one allowed to pay for goods AFTER they receive them??    Their system is clearly not for a consumer and this language was not clear at all up front.
  
  The bigger complaint I have with them is that when alerted that they are abetting a fraudulent business they offer no recourse.  They basically told me to F.O. because they fulfilled their responsibility by facilitating a transaction.
  
  Exceedingly shady.  Is there no accountability on their part?

   

   

   

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

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

• Initial Complaint

  Date:12/16/2022

  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.

  We are a small business and located Melio Payments thinking they would be the right solution for ** to handle our Accounts Payable and our Accounts Receivables. We began this relationship based on an online ad about this company from ********* We visited their website and reviewed their processes and fee structure and it appeared that Melio looked to be the right option. After using their system for about 3 weeks we clearly discovered that they are not what one would believe. We should have seen the red flags when they dont provide an actual customer service number. You can only interact with them via a chat or email. To make things even worse is that we are their customer but when you read their Terms of Service it says that they only support the payors. Meaning that if you are using them to collect from your customers they will not support you as the business. We have just been duped for $16,304.22 of collections that they supposedly collected from our clients and now those funds were supposed to be transferred to our account with 3 business days via ACH. On the day of transfer we get notified that the payments failed and that they were not transferring the funds.

  Business Response

  Date: 11/26/2024

  H* *******
  
  We’re really sorry that your complaint wasn’t 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, we’re glad to hear that. But if not—or if you have any other questions—please reach out to us at [email protected], and we’ll make sure to help you as quickly as possible.
  
  Thank you for your patience, and again, we apologize for the delay. We’re here to make things right.
  
  Best,
  Team Melio
  

• Initial Complaint

  Date:12/13/2022

  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.

  A payment of $7000 was sent to my company from Network Remedy in October using Melio Payments. The money was taken out of Network Remedy's account. After 3-4 weeks, for no reason, Melio had contacted my bank (***************) and had told them to put the payment on hold without providing any further explanation. Now 7000 has been put on hold for since 11/10/22. Network remedy and I have been contacting Melio almost daily and on one has been able to help or provide a resolution. There is no phone number to speak to anyone, only an email has been provided to contact the compliance department. I have sent them several emails and only received two emails back which includes vague responses and no resolution. I have filed an official compliant as well and again no resolution. Either give me the money or send it back to Network Remedy.

  Customer Answer

  Date: 01/09/2023

  At this time, I have been contacted directly by Melio Payments Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  They have not contacted me since DEC 19th, 2022 to provide additional updates. They have not provided me with a timeline as to when the issue will be resolved. I can not get anyone on the phone who can help me with this issue or provide an explanation as to why my payment was placed on hold to start with. It has been 2 months now and still no resolution. 

   

   

   

  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:12/06/2022

  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.

  Over the last two months, our team has attempted to use the Melio instant pay feature that is advertised on every email they send when a vendor pays you via Quickbooks **** **** Our team has attempted to use this last month and this month with no success. Both times we have complained after simply being told they are aware of it and do nothing. My issue here is that they continue to offer the service on their emails, but clearly know it does not work. Today this has caused us a lot of wasted time and frustration as we needed to get this payment and spent over 4 hours working with Quickbooks and then Melio Payments on this with no resolution. Even after stating we would escalate this to the BBB and G2 we just were told that they would take this as feedback and to have a great day!This is HORRIBLE customer service, and what tops it all off is they don't even offer phone support so all of this can only be done through chat. This service needs to stop being offered as it is a false advertisement of a service that is known to not work.

  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:11/03/2022

  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 used a payment service to pay my venders and the checks were stolen out of my venders mailbox. That vender had a number of customers checks stolen. Every customer was able to recover the stolen funds. Melio continued to drag the recovery on and after 4 months told me the had no response from the receiving bank and closed the matter.

  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:10/14/2022

  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.

  I INITIATED A **** PAYMENT AY QUICKBOOKS ONLINE, THEY USE MELIO AS THEIR CHECK PROCESSING FACILITATOR. THE **** WAS SET TO PAY ON SEPTEMBER 29, FOR $51******. I RECEIVED A PAYMENT FAILED NOTICE AND WAS TOLD TO FIX THIS. I WENT BACK INTO QUICKBOOKS TRIED TO RESEND BUT AGAIN PAYMENT FAILED. SO I SPLIT THE PAYMENT INTO TWO CHECKS $31,234.64 AND $20,087.09 (THE ACTUAL AMOUNTS FOR TWO ****S I HAD TRIED TO PAY IN ONE CHECK). EVERYTHING WAS GOOD UNTIL MELIO NOT ONLY SENT THE TWO SMALLER CHECKS BUT THE FIRST ONE I HAD INITIATED. NOW MY VENDOR RECEIVED ALL 3 CHECKS BUT ONLY CASHED THE LARGER ONE FOR $51, ******. MY VENDOR THEN RETURNED THE ***** TWO SMALLER CHECKS ON OCTOBER 11. IN THE MEAN TIME I HAD CONTACTED MELIO AND WAS TOLD MY MONEY WOULD BE REFUNDED, BUT IT HAS NOT, AND THEY WILL NO LONGER ANSWER MY EMAILS, THEY WILL ONLY CORRESPOND BT CHAT BOT OR EMAIL. ON TOP OF THIS MELIO INITIATED PAYMENT AGAIN TO MY VENDOR FOR THE $31,234.64 AND $20087.09 TO COME OUT OF MY BUSINESS BANK ACCOUNT TODAY!************************* RDP EXPLORATION LLC (MANAGING PARTNER)

  Customer Answer

  Date: 10/15/2022

  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:10/12/2022

  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 use (or used) Melio for our Bill *** processor. I processed a payment of $1,600 to go to one of our vendors on Sept 30th. I received a notification that it failed, yet it was withdrawn from our account. I contact Melio because they reprocessed it, but their first response was to have me call the vendor. The AP/AR person for the vendor is one of my good, life-long friends. Called them and asked what was going on, to which I found they received the 1 payment. Okay, great. Went back to Melio MULTIPLE times to figure out what was going on, since the money was repetitively coming out of my business account. I went as far as sending the detailed withdrawal statements from my bank. $8,000 has been taken out of my account from Melio, that wasn't supposed to be taken. Now, there's another transaction pending for day (10/11). I contacted Melio to let them know this morning that I will be filing suit if they withdraw it again. I had to send over everything once more, for it to be "escalated". I made sure to reiterate that suit will be filed in the ***************** first thing Wednesday morning (10/12) if the funds were not put back into my account before the end of the business day on 10/11. ONLY TO FIND OUT, there's ANOTHER transaction pending!!!! What kind of scam are you people trying to run?! All I want is my money back. After today's transaction posts, it'll be $9,600! That's more than what most middle class, hard working people get in 2-3 months. That's detrimental to a small business. I'm not asking for anything more or less; only what I am legally entitled to, which is a refund of the monies owed to me.

  Business Response

  Date: 10/25/2022

  Hi *******, Thank you for bringing this to our attention. Upon review of your account it seems you have been in communication with our internal teams and they are requesting additional information from you to solve this matter. Please review and respond to the latest email (sent 10/24)  from our support team requesting additional this documentation from you. We look forward to hearing from you soon!

  Customer Answer

  Date: 10/31/2022

  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:

  Communication has been maintained on my end, but all I have gotten is pathetic screenshots. Screenshots? I've provided a direct download from our bank, yet your company chose to blatantly ignore it. My attorneys are well aware and have begun the process of a lawsuit for the monies that Melio took, that they were not entitled to. 15 days from tomorrow's date - this needs to be resolved. Consider this a formal notice. If not, my attorneys have the information to pursue for the money not returned to us, along with fees and interest due.

   

   

   

   

  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:10/11/2022

  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 September 29th I used Melio to pay a vendor in the amount if $15,372.76. Today is October 11th and the vendor still hasnt received the payment. I have emailed Melio multiple times and received no response. There is no way to contact them by phone. I just want my money back at this point.

  Business Response

  Date: 10/26/2022

  Hello *****,

  We wanted to reach out and provide an update regarding our team's attempt to recall your payment to ***************.
   
  
  Unfortunately, our partnering bank has informed us that the receiving bank: is unable to return the funds because the recipient account is closed. At this point, our internal team has exhausted all viable options for recouping the funds.
   
  
  If we hear an update from the receiving bank, of course, we will contact you. However, since all recollection attempts have failed, we consider this matter closed. 

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This letter is to bring you up to date with issues that have been going on since last November/December 2021. Please see my more detailed account of the issues below. 1. Case no. ******** On 11.26.2021 via Melio and out of my Huntington account, a vendor by the name of ********************* was paid ******* which was owed to her and she stated that she did receive it. On 11.29.2021 also paid via Melio from my Huntington account, the same vendor was paid again another ******* and should not have been, vendor ********************* claims she did not receive this payment yet it shows it was taken from my account. Again, per ************************* after their tracking the tracing number the ******* from 11.29.2021 did not go into Allie ****** account. The money is still within Melio. Melio provided two tracing numbers. This vendor should only have been paid once amount of ******* on 11.26.2021 not ******* on 11.29.2021. Payment dated 11.26.2021 (***** stated she received) tracing number is *****************. Payment dated 11.29.2021 (***** stated she did not receive) tracing number is *****************. Case no. ******** On 11.26.2021 via Melio and out of my Huntington account, a vendor by the name of ************************* was paid ******* which was owed to her and she stated that she did receive it. On 11.29.2021 also paid via Melio from my Huntington account, the same vendor was paid again another ******* and should not have been, vendor ************************* claims she did not receive this payment yet it shows it was taken from my account. Again, per ************************* after their tracking the tracing number the ******* from 11.29.2021 did not go into *************************** account. The money is still within Melio. Melio provided two tracing numbers. This vendor should only have been paid once in the amount ******* on 11.26.2021 not ******* on 11.29.2021. Payment dated 11.26.2021 (***** stated received) tracing no. is *************** Payment dated 11.29.2021 (did not receive pmt)

  Business Response

  Date: 10/26/2022

  Hello ****,

  Thank you for flagging this to us. After reviewing your account we were able to see that on 8/02 we informed you that "our partnering bank has let us know that the receiving bank: has declined to provide assistance and therefore, they are unable to aid us in our request to reverse the funds. At this point, our internal team has exhausted all viable options for recouping the funds". According to Nacha guidelines, the originating bank is not required to take any action in response to receiving an Indemnification Agreement from us. As a result this case was closed.