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:09/20/2022

  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.

  On 6/27/2022 we issued a payment to a vendor in the value of $9,571.40 at 10:45am on Melio`s Bill *** platform using ACH as form of method. As routine we pay this vendor using ACH by inputing their bank routing and account number in **********************`s Bill *** platform. The vendor has not yet received the funds and it has now been identified that the method of payment was changed from ACH to a Debit Card without my authorization in Melio`s platform! The vendor stated that they did NOT request this change in method of payment and stated that they do not even own a debit card. Both the vendor and I have exhausted our attempts at trying to get Melio to refund this money, but they have not taken ownership of their responsibility to return the funds. When we process these transactions Melio takes the money out of our account and is then responsible to process the transaction and make sure that the money reaches the intended recipient. They have been dodging my questions in regards to their lack of security measures. Initially we thought that a partner to Quickbooks would have a safe platform to operate on, but it appears that this is not the case. We need Melio to take responsibility for these changes made without any of our authorizations and issue us a refund of the funds ASAP.

  Business Response

  Date: 09/21/2022

  Hi ******, we appreciate your feedback, and thank you for bringing this to our attention. Without getting into the specifics of your case, we can confirm someone from our Payment Operations team is working to resolve your issue. Please feel free to reach out to us again if you need any further assistance: ***********************************

  Sincerely,

  Team Melio

  Customer Answer

  Date: 09/26/2022

  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:

  [Your Answer Here]

   

   I am still waiting for a response on the subject from Melio. At this time I have not received any communication from anyone at Melios compliance team on the progress on their investigations or options for us to get our money back.

   

   

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

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

  Business Response

  Date: 01/11/2023

  Hi ******, we appreciate your feedback. We have taken a look into your past interactions with our support team and this payment and we can confirm that a refund of $9,571.40 was processed on 9.26.22. However, Melio is not able to guarantee protections against losses caused by vendor email compromise. In this case, we took every measure to recover these funds and it was successful. But please note that Melio cannot guarantee a specific outcome and cannot guarantee the restitution of lost funds in the case of fraud on part of the vendor's personal/business email. Melio is always working to better our security in order to protect our users in the future and consider this matter resolved.
  Best,
  Team Melio

• Initial Complaint

  Date:09/16/2022

  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.

  Melio is 3rd party payment processing company used by QuickBooks, once I authorize a payment through QuickBooks, it is sent to them to fund the payee. We had someone hack into our email, divert one of my vendors invoices, manipulate their invoice with a fraudulent **************************** number. The fraud was not detected until after the transaction processed. Once discovered I reached out to Melio to help reclaim the funds... The only way to contact this company is via email, therefore I have been unable to talk with anyone about this situation.The process is that Melio must request a recall through ******************** ******************* then request a recall to *********** The amount of the payment was $50,750.50.This is the Fraudulent Account that was added to my vendors original invoice, the scammers redirected the original email containing their actual invoice, modified it with the information below & then it was sent to me posing as my vendor. Therefore, I only received the "doctored" invoice.Chase *********************** NA Routing #: ********* Account #: ********* Account Name: ******* ******** **** Account Type: Checking After discovering this the criminals listed my vendor as the Account Name holder. They are base in ******** & the ********** Routing # ******** is from the *****, ** area.I have gotten little to no help from Melio to investigate & exhaust all resources to reclaim the funds.I have filed a Police Report through the *** ************************ (Case #************) & with the *** (see the attached complaint)

  Business Response

  Date: 10/26/2022

  Hello ***,

  Thank you for flagging this issue to us. Upon reviewing your account we were able to see that on 8/23 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. 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 case closed." More information can be found in Melio's terms of service: *******************************************

  Customer Answer

  Date: 11/18/2022

  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:

  [Your Answer Here]

  The original complaint has NOT been resolved, Melio has not taken responsibility to help , it was pushed to ******************* which has offered no help. So far nothing has been resolved & we are unable to talk with a person to move forward.

   

   

   

   

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

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

  Business Response

  Date: 01/11/2023

  Hi ***, according to our records on 8/23 we informed you 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. 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 case closed. Please note, Melio is not able to guarantee protections against losses caused by security compromises outside of Melio . In this case, we have taken every measure to recover these funds and it was unsuccessful. Melio cannot guarantee a specific outcome and cannot guarantee the restitution of lost funds in the case of fraud. Melio is always working to better our security in order to protect our users in the future and consider this matter resolved. 

• Initial Complaint

  Date:09/14/2022

  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.

  From June 27th - July 7th, Melio erroneously authorized multiple transaction in the amount of $44,263.53 against my Xceleon business account ending in **** with Navy ********************* These transactions are noted as follows:6/28/2022 $6,531.00 ***************************** 6/29/2022 $6502.10 ***************************** 7/06/2022 $6511.00, ***************************** 7/06/2022 $6556.00 J ***************************** 7/07/2022 $6345.00 ***************** 7/06/2022 $6432.00 ***************************** 6/30/2022 $6231.43 ************************* 6/27/2022 $5500.00 ******************* After disputing the charges with my bank, Melio investigated the transactions and reversed $37,761.43 back to my account, but failed to refund the final $6502.10 for *****************************, an account that was identified as fraudulent for a separate transaction that equated to $6,511.00 dated 7/06/2022. Please see the list above.What am I requesting?I am requesting that the final reimbursement of $6,502.10 that was erroneously debited out of my account be reversed immediately. Sincerely,*********************

  Business Response

  Date: 10/26/2022

  Hello *****,

  Thank you for flagging this issue to us. Upon reviewing your account we were able to see that on 10/11 we informed you that "our partnering bank has informed us that the receiving bank is unable to return the funds due to non-sufficient funds in the receiving account. At this point, our internal team has exhausted all viable options for recouping the funds." According to ***** guidelines, the originating bank is not required to take any action in response to receiving an Indemnification Agreement from us. We understand this is not the outcome you were hoping for, however, since all recollection attempts have failed, this case was closed.

• Initial Complaint

  Date:08/22/2022

  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.

  I use Melio to pay bills. They provide a service where they mail out checks to venders. The program was working great. I received an notification from Melio that one of my venders elected to receive funds via ACH. The email advised there was "nothing else to do on my part". So I continued sending the payments via ACH to that vender. I sent payments to the tune of almost $30,000.00. The vender and I spoke before I was about to send some larger payments. I wanted to confirm that he in fact was receiving the payments I was sending. The vender advised they did not receive the funds. We were able to see the last four digits of the recipients account number. He confirmed that was not associated with any bank accounts with his firm. Upon further investigation it appears that his email was hacked. The hacker was able to set up a fake account with Melio, create a fake bank account, and make off with all of that money. When the issue was presented to Melio it was IMPOSSIBLE to get anyone to assist. Nobody from the compliance or legal team reached out to see if there was anything they could do. They advised they would send correspondence to the bank that received the funds for refunds and info. 30 days went by. That bank never responded. The doctor who was seeking his money got involved. They never reached out to him either. I was able to communicate with the original Melio representative that set up the Melio account for my office but in the end they advised there was nothing they could do. Melio did not do enough to confirm that bank accounts were from the Vender I was paying. They won't call us. I can't get anyone who is taking this serious on the phone. The vender is out almost $30,000.00.

  Business Response

  Date: 10/26/2022

  Hello *******,

  Thank you for flagging this issue to us. Upon reviewing your account we were able to see that on 8/22 we informed you that "our Compliance team notified us that the funds were unable to be recovered through the *** process.  The receiving bank did not reply to our request within the time allotted window, which closed the inquiry. As mentioned previously, the receiving bank is not obligated to respond and the *** process is our only avenue to investigate these types of issues. Please reach out to us if you have further questions. **********************************

• Initial Complaint

  Date:07/29/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/6/22, we processed a fraudulent bill payment for $16,500, which was caught on the receiving bank's end. They want to send the money back to us, and we asked our bank to reverse the transaction. They tried, but because it was processed through Melio, Melio denied it. Every attempt to reach Melio through their customer service chat or via email has not been responded to - and there is no phone number to call. The phone number listed on BBB is just a recorded message without even voicemail set up. All we are needing is for Melio to reverse the transaction. This isn't the only issue we are having with this payment service, it is just the most expensive one.

  Business Response

  Date: 08/14/2022

  Hi ****,

  Thank you for bringing this to our attention. We would love to turn this experience around for you and make things right.Our support team will investigate this with extremely high priority. Kindly also send us an email at ********************************** with the subject line "BBB review".Please include the description of your issue, contact/ account details, and ticket number (if you have one)- we'll take it from there and ensure your case is responded to by a member of our support team within 1-2 business days.Thank you for your cooperation and understanding.

  Team Melio

  Customer Answer

  Date: 08/19/2022

  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:

  I have emailed the company with the information needed (AGAIN) and have heard nothing back, despite their assurance they'd respond in 1-2 business days.
  

   

   

   

   

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

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

  Customer Answer

  Date: 10/27/2022

  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:

  It was Melio's duty to act when notified of the fraudulent transaction. They also sent the payment to a bank account that had a different name than who the payment was authorized to. It is their responsibility to refund the payment to us, since they 1) made an error with the payment, 2) denied attempts to reverse the transaction in an appropriate timeframe, 3) were essentially unreachable through customer service, and 4) now are using the passage of time as an excuse to take no further action and refund the money. These are absolutely terrible business practices.
  

   

   

   

   

  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:07/27/2022

  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.

  Melio scam:May 11, ********************************************************* the amount of $2,333.04. This transaction was addressed to and meant to pay a ***** ***** credit card. Card #****************. Without any permission by me, Quickbooks passed the transaction off to Melio who has recently become their payment branch. Melio initiated an ACH payment from my ***** ***** checking account to themselves. Checking account #**********. They then proceeded to lose the transaction before it got to the recipient, who happened to also be ***** ****** This was a credit card payment meant to go from a ***** ***** checking account to a ***** ***** credit card account. Trace # *************** (Melio generated transaction number I think)I am filing this same complaint against ***** *****, Quickbooks and Melio. They lost my money and nobody is helping. Ive been calling and emailing all parties many times per day and it is one big circle to nowhere. Please help.********************* ************

  Business Response

  Date: 08/11/2022

  Hi ******,
  

  Thank you for bringing this to our attention. We want to turn this experience around for you and make things right. We're investigating your case- In order for us to escalate and resolve as quickly as possible, please send an email to ********************************** with the subject line BBB review. Kindly include your account name, contact details and a brief explantation of the issue youve been experiencing. We will make sure your case is placed on extremely high priority and you'll be contacted by a member of our support team within the next 1-2 business days. If needed, you can also reach our customer support at ************** during regular business hours (EST).

   

  Thank you for your cooperation and understanding.

  Team Melio

• Initial Complaint

  Date:07/27/2022

  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.

  Melio has accessed my account 4 times making funds transfers that are not authorized. I have sent numerous emails since 6/27/22 with no response. I have not ever authorized any transactions with Melio. I believe this activity to be fraudulent and find their lack of response to be against anything the BBB stands for.

  Business Response

  Date: 08/17/2022

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

  Thank you for bringing this to our attention. Wed like to learn more about what happened so we can make things right. We are looking into this with extremely high priority, and you should be contacted by a member of our support team within the next 1-2 business days.

   

  Thank you for your cooperation and understanding.

   

  Team Melio

  Customer Answer

  Date: 08/17/2022

  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:

  [Your Answer Here]

   

   Sending a message that they will look into this so long after the complaint is not a resolution. 

   

   

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

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

  Business Response

  Date: 10/26/2022

   Hello *****,

  Thank you for bringing this to our attention. Without getting into the specifics of your case, we can confirm the issue has been addressed and resolved. Please feel free to reach out to us directly if you need any further assistance: **********************************.
  Sincerely,
  Team Melio

• Initial Complaint

  Date:07/22/2022

  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.

  We used Melio for an international transfer of funds on 6/16/22. The funds were supposed to be delivered to a bank account by 6/24/22. The receiver never received the funds. On 6/28/22 we requested a tracer to prove the funds were delivered and were told by Melio we would receive a response in 24 hours. The next day no word so we reached out again and were told 48 hours. The next day we reached out again and were told it has been escalated and high priority but still no response. We reached out again the next day and were told they would email us. Again no response.We ultimately need to send the funds via another service on 7/1/22 which arrived to the receiver in 2 days. We then requested a cancelation and return of the funds from Melio, who of course told us they would get back to us. On 7/7/22 a representative of Melio confirmed the funds had been returned "The operations team informed me that the payment has been rejected, however, we will not know the reason until we get the details back from the bank tomorrow. This should update within our system tomorrow as failed and at that point, we can refund this payment. International payments take 5 business days to fail, as opposed to 3 business days for domestic. that being said, tomorrow is the 5th business day." ********* from Melio 7/7/22 No surprise, we got no refund or response from Melio. We have done this many times over the past month with no responses from Melio and they have been unable to provide us with any documentation of the funds being transferred or returning the funds to us. We even asked if they could verify the account numbers used to ensure there was no typo, but they are unable to provide that information too.We have 15 chat transcripts with Melio over a month where they claim they will get back to us but never do. We hope we can actually get someone from Melio to provide us with proof the funds were delivered or return the funds to us immediately.

  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