Business Profile

Payment Processing Services

Melio Payments Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

106 total complaints in the last 3 years.
49 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:06/24/2024
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.
The ***************, from this company convinced me She was with Quick books and that I had to renew QB services in the amount of 8640 usd or we would lose all of our files by June 11th. I was reluctant but she assured me she was legit and actually transfered me to an actual qb person after she got my cc information. She must have posed as myself or that she was a representative for our business. The actual qb employee was also tricked by her to believe i was authorizing some sort of charges. Qb called me a month later telling me they are afraid that I have been frauded. There is no record of payment in the amount 8640 usd or the 250 dollars that was also charged on a separate transaction.
Business Response
Date: 06/24/2024
Hi *******,

Thank you for getting in touch and for raising this issue. We take fraudulent activities seriously and are constantly implementing measures to prevent such incidents on our platform. We have reviewed our records and unfortunately, we do not see an account associated with your email address or a payment of $8890.56 from your company. However, we would like to further investigate to ensure that we have thoroughly checked everything. Please send an email to ********************************** with your bank statement showing the charges, and an agent will promptly investigate and assist you further. We look forward to hearing from you soon!

Best,
Team Melio
Initial Complaint
Date:06/20/2024
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.
nc Inbox Melio Payments <**********************************>Jun 6, 2024, 9:29AM to me ******************* wants to pay you $150.00 Note from ******************* Participation Accept this payment digitally or get a paper check in the mail.Accept payment Receive this payment securely - your account's details stay hidden from ******************* and other businesses.Thanks,Melio We're here to help If you have any questions or concerns, please visit our help center
Business Response
Date: 06/20/2024
Hey *****,

Thanks for getting in touch. We're always here to help with any payment questions! We've checked on your $150 payment from ******************* and it looks like the check payment was sent on 6/11/24. t usually takes 5-7 business days for delivery. Typically, check delivery takes 5-7 business days, but this can be affected by federal holidays. As of today, 6/20, it's the 6th business day since the payment was sent. If you haven't received the check by the end of this week, please contact your payor so they can work with us to resend the payment. We apologize for any inconvenience. If you or your payor have further questions or concerns, feel free to contact our support team directly at ********************************** or via live chat in your account settings on weekdays from 9am to 8pm EST.

Cheers,
Team Melio
Customer Answer
Date: 06/21/2024
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:06/14/2024
Type:Product 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.
We started using QuickBooks Desktop partnered with Melio to process ACH payments since February 2024. Initially, the transfers took about three days, but they gradually started taking up to five days. On June 6, 2024, we sent over $65,000 in payments to more than 30 vendors. The system indicated that the funds would be received by June 11, 2024. However, we received an email stating that due to a system review, the payment ETA was updated to June 14, 2024.We have reached out to support via email and chat numerous times, but the responses have been inconsistent and unhelpful. We were initially informed that the delay was due to compliance reviews for high-dollar amounts, but no clear definition of "high-dollar amount" was provided. Later, we were told the payment failed due to an R29 code (Corporate Customer Advises Not Authorized) and was retried on June 11, with an expected delivery by June 13. As of today, only four vendors have received their payments, and the rest are still pending.This delay has severely impacted our business operations, and the lack of clear communication and resolution from Melio and QuickBooks support has been frustrating. We request immediate action to process the pending payments today and a resolution to prevent such issues in the future.Resolution Sought: Immediate processing of all pending payments and implementation of measures to ensure no further delays.
Business Response
Date: 06/27/2024
Hi ***,

Thank you for sharing your feedback with us. We're sorry to hear about your negative experience and would like to offer further clarification regarding our compliance process. It's important to understand that all payments processed through Melio undergo a compliance review to ensure adherence to regulatory standards. If our Compliance Team requires additional information from you, they will reach out to you directly. Once the review is complete, we approve and process payments on their scheduled processing date. We also understand the importance of timely communication and resolving payment-related issues quickly and effectively.

After reviewing your account I can confirm that all pending payments are now processing as normal. I hope this helps! Should you have any more questions please send an email to **********************************, and an agent will promptly investigate and assist you further. We look forward to hearing from you soon!
Customer Answer
Date: 07/02/2024
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:05/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a customer of **********************. I have been processing by B2B payments with Melio going on two years. All of a sudden my account has been deactivated and Im told their compliance team cannot verify my company and that I violated terms under 17.1. I cannot get any further details. I am told to email their compliance team. Which I have. Today I got a response from the compliance team that said EXACTLY what customer service has told me that *** stated thus far and if I had questions to contact the compliance team AT THE VERY EMAIL I ALREADY wrote to compliance at!!! Absolutely insane! Frankly, I dont really want to use this seemingly useless firm - however I think I deserve to know EXPLICITLY what my company is being accused of that violates their terms. I stand absolutely firm, my company has NOT ever violated any item listed in 17.1. The punishment is unjust, unwarranted and frivolous!!
Business Response
Date: 06/12/2024
Hi ********,

Thank you for sharing your feedback with us; we greatly appreciate it. We understand that this experience may have been frustrating. Unfortunately, as we explained in an email to you dated May 17, 2024, we were unable to verify that your usage of Melio's services complies with Melio's Applicable Use requirements, as described in section 17.1 of our Terms of Service.

All the best,
Team Melio
Initial Complaint
Date:05/17/2024
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.
I selected the option of payment installments through Melio (Credit Key is their partner). Before signing up for it I checked that I could pay off early (prepayment without penalty). I saw it in the contract I reviewed before signing. They kept it because it was signed online. I know for sure I saw it or I wouldn't have taken this option. Now I want to pay of early and they won't let me do it. I can't afford the high monthly payments that's why I want to pay off now before getting into trouble. Don't use the Melio installment option because you'll get stuck with it. And I can't find the contract anymore with the terms because they make you sign online a way that you can't download it .
Business Response
Date: 05/29/2024
Hi *********,

Were truly sorry to hear about your negative experiences with our payment installment feature. Your feedback is incredibly valuable to us, and we take it seriously. We understand the frustration caused by any misinformation and the inconveniences youve faced. After reviewing your previous interactions I can see that our internal team is working to resolve this matter in order to honor your request to pay off your installments early as quickly as possible. Once we receive an update we will contact you directly. 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.
Initial Complaint
Date:04/16/2024
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 moved to QuickBooks online in July 2023, we started using Melio to have our checks sent out through our ***** ********** account which the money was withdrawn from our account as soon as the check was issued, Various checks either failed, did not go out or were never received by Vendor. I have worked with Melio and we received all of the refund due us a total over $73,000 except for 3 checks sent to Chase Ink for our credit card payment in amount of $15k. I have attached a spreadsheet with the Check information and dates. There are 3 checks listed for $5k a piece on 10/10/23, we did receive refund on one of them but not sure which check, So 10k due for two not received and then one check on 7/19/23 for $5k. We have reached out several times to Melio about getting these checks refunded but they don't answer emails. The other checks that we did received refunds we had listed them in our emails and then a few days later the refunds were in our bank account. I have attached copy of the ***** ********** statements that show the money going out of our account and also copies of Chase Ink account which does not reflect these payments, The payment on 10/13/23 in the amount $15K was a transfer for a chase account ending in ****.
Business Response
Date: 04/17/2024
Hi ****,

Were truly sorry to hear about your negative experiences with our service. Your feedback is incredibly valuable to us, and we take it seriously. We understand the frustration caused by unresolved issues and the inconveniences it may have caused. We will be happy to provide further clarification!

After further review, we can see that two agents reached out to you via email on 3/26 and 4/9 regarding this matter and we can see that these emails were not responded to. Regarding check #*******, this check was deposited on 10/22/23. An agent provided a deposited check image as proof of payment. Checks #******* and #******* were refunded on 11/15/23. Check #******* was deposited by the vendor on 7/27/23. An agent provided a deposited check image as proof of payment for this as well.

We aim to provide transparent and effective solutions for all our users as our team committed to providing you with the best possible service. If there is anything else we can do to assist you, please do not hesitate to reach out-- we're always here to help!
Customer Answer
Date: 04/19/2024
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:

Good Afternoon,
Thank you for responding to our complaint. We did not receive any email response from you so that is why we went this route. So the only thing I need help with is the two checks that you indicated ************** received we never received credit to our account for those two checks. After further review on my end the other $5000 check should have been voided because it never got sent out. Can you help us trace these two checks #******* $5000.00 10/22/23 and #******* $5000.00 07/27/23 since we never received credit.
Thank you for your help!

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

Sincerely,

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

Business Response
Date: 04/25/2024
Hi ****,

Per your request our Payment Operations team has looked into check #******* and check #*******.

Regarding check #*******, this check was deposited on 10/22/23 and check #******* was also deposited by the vendor on 7/27/23.

For this reason we are unable to issue a refund/credit to your account for these ********************** as they were both received by your vendors. I hope this helps and we hope you have a great rest of your day!
Initial Complaint
Date:04/12/2024
Type:Product 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.
On February 16, 2024 i opened an account through my business ***************************** ***** to pay vendors. i went on to request my property taxes to be paid and i provided the details listed below.****************************** ****************************************** ****** ******** ** ********** ACCOUNT NUMBER: ******* i also provided my credit card which was charged $2000 for the tax bill and $58 for the service and the funds were supposed to be delivered by Feb 21,2024. Melio sent me an e-mail that the payments were made. At this time i was unable to speak to anyone at the Fulton County, ******* ********** because the county was hit by a cyber attach and you could not reach them by phone or email.Three weeks ago i was finally able to speak to ************ ********************************* at the tax office and she said that they Never received any payments on my behalf from Melio.i immediately contacted Melio via email because they do not have a customer service phone line.i was told that a refund check was going to be sent and that it will get to our office *********************************************************************** by April 8, 2024.Today is April 11, 2024 and we still have not seen any check.i contacted Melio earlier today about the check and the support person at Melio(Chase) told me the email below:--------------------------------------------------------------------------------------------------------------------------------***** ****** ** ********* *** *** ********* *** ** **** *** ** ******* *** * ***** ** ******* * ****** *** **** ******* ******* **** ****** *** *** ***** *** ** ** **** * ****** ** ****** ** ***** ** *** ** *********** *** **** ********** ******** **** ******** ***** ***** ******* i just need them to refund my money.Payment activity Melio payment ID ******** Full payment $2,00000 PAYMENT SCHEDULED BY ********** OWNER On Feb 15, 2024, 6:08 PM PAID FROM MY Credit card Discover (...****)Payment was processed on Feb 16, 2024 VENDOR RECEIVED Direct payment to Vendor's verified delivery method Delivery by Feb 21, 2024
Business Response
Date: 04/15/2024
Hi *****,

We hope this message finds you well. Firstly, we want to apologize for any inconvenience caused by the issue you brought to our attention. After taking a look into your $2000 payment, we discovered that the payment was initially sent to your vendor on 02/21, but unfortunately, the deposit was later rejected by the receiving bank. We know how important it is to have timely and accurate transactions, and consequently, we refunded the payment on 03/29.

Additionally, we acknowledge the miscommunication when you last interacted with our support team, and we apologize for any confusion or frustration that *** have resulted from this. Rest assured that we take these issues very seriously and are taking steps to ensure they do not happen again. To rectify this issue, we have reprocessed your refund and refunded any applicable fees. The refund check should also reach you within 5-7 business days, with an estimated ETA of 4/23. You should see the corrected transaction reflected in your account shortly. We are committed to providing you with the best possible service. If there is anything else we can do to assist you, please do not hesitate to reach out-- we're always here to help!

All the best,
Team Melio
Customer Answer
Date: 04/24/2024
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 am still waiting for the Refund check that was promised to arrive on April 23, 2023,

Sincerely,

***** ****

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

Sincerely,

***** ****

Business Response
Date: 04/25/2024
Hi *****,

Thank you for getting back in touch with us. We're also sorry to hear that you have yet to receive your check. Our records indicate that our Payment Operations team sent the check via USPS first-class domestic mail on April 15th. However, due to the recent holiday, there may be delays within the postal system. If you are still waiting to receive your check by Tuesday, April 30th, please email us directly at *****************, and one of our agents will assist you promptly. We appreciate your patience in this matter. Please don't hesitate to contact us with any further questions or concerns!

All the best,
Team Melio
Customer Answer
Date: 05/02/2024
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:04/04/2024
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.
The process began on March 22, 2024, involving an international wire transfer. According to the information provided, the funds were supposed to be deposited into the client's account on March 27. However, as of today, the money has not been received. I kindly request your assistance with this matter.
Business Response
Date: 04/08/2024
Hi *****,

Thank you for reaching out to us, and we are sorry to hear about the negative experience you have faced. We have reviewed your payment and can confirm that it was successfully processed on 03/26 to the international vendor's account on file. We apologize for any confusion or miscommunication that *** have occurred during the process. We appreciate your feedback and will make every effort to improve our services based on it. We have also sent you an email with more information about the payment. Please don't hesitate to contact us if you have any other questions or concerns!

Best,
Team Melio
Initial Complaint
Date:04/02/2024
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.
Unfortunately, I had no choice but to accept a Melio transfer from another totally unethical company, who held payment for 2.5-minths, so they could earn interest on funds paid to them from a company/moderator who conducted a research study. The moderator told us that the funds were being released the day of the project, but I wasn't entitled to receive the funds until 3/29/24, with another 30day waiting period. Collab Reserarch violated my "terms and conditions" policy of business ethics when they held funds for 2.5-months, and then "chose" another unethical company, MELIO, to handle the transaction. I received 2 emails on 3/29/24, one stating funds w/b in my account by 4/2/24, and the 2nd stating the ":estimated delivery" was 3/29/24 at 8pm. The last email was written on 3/29/24 at 10:08am, and since I have a credit union that never holds deposited funds, I was confident that I would receive the funds by Saturday, 3/30/24, even though it was a weekend day. No funds received at all as of 4/1/24, so Melio is fraudulent because they never wired the funds as they stated in the last email at 10:08am on 3/29/24
Business Response
Date: 04/03/2024
Hi ******,

Thank you for reaching out to us regarding your payment concern, and we understand how frustrating this situation can be for you. Please note that Melio is a third-party payment processor, and we can only process payments as scheduled by your payor. However, we are sorry to hear that you had to wait for your payment after completing the study. Our records indicate that the payment was scheduled to be transferred to you on 03/29 and was successfully completed on 04/02, using the delivery method on file.

If you have any questions or concerns, our support team is always ready to assist you in any way we can, and we encourage you to reach out weekdays between 9 am to 8 pm EST.

All the best,
Team Melio
Customer Answer
Date: 04/04/2024
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:

There was absolutely no reason to hold onto my funds for 5-days, earning interest on my hard-earned money that I had to wait to receive from 1/24/24-4/2/24 because the company received payment from the vendor on 1/24/24, and refused to pay anyone until they earned enough interest from those funds. Both Melio and Collab Research have a grade of F- with the local BBB, and that's disgusting, especially because Melio processes payments. I cannot believe that Melio is part of Intuit, because my experience with Intuit has been top-notch, with the opinion that their company is ethical and run with that in mind. The agent that responded to me on Tuesday morning was professional and apologetic, but by Tuesday, I was furious because I was told the funds were wired on Friday morning, 3/29/24, which was a lie. I did not worry about the 3-day ** because the funds were being sent to my credit union, and they release credits and deposits as soon as the bank receives the funds. When I receive an email that stated that the estimated delivery date was 3/29/24 by 8:00pm, I knew that the funds would be available, probably by Saturday morning. Again, the problem is the miscommunication and the lies told to me. Melio NEVER wired the funds Friday, 3/29/24, as stated. On 4/2/24, late morning, an agent sent me an email apologizing for all the issues, and advised me that the funds were wired that morning. Guess what? That was another lie. Trust me, by Tuesday, I was checking my credit union account constantly, and when there were no funds in my account at 3pm, I called my credit union and spoke with a banker that I call if there is an issue. She advised me that there were no funds "pending", and that if Melio had indeed wired the funds that morning, they would already by posted to my account because the credit union releases all wires and credits immediately. I finally received the funds much later in the afternoon, and was told that Melio had just wired the funds mid-afternoon!! I was also told that funds wired would only take 1-2-hours to process, not 5-days. I do not care what your unprofessional client, Collab Research told you to do. Both Melio and Collab Research have violated my terms and conditions of business ethics and honesty.

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

Sincerely,

*************************
Initial Complaint
Date:03/14/2024
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.
On January 2, 2024, I initiated a payment with Payment ID ******** to my vendor, "DC Freelance Bookkeepers," totaling $1000. It is essential to note that this transaction was not an isolated incident; rather, it was part of a longstanding successful business relationship, with 35 previous payments made to the same vendor through Melio Payments. Each transaction was meticulously recorded, with confirmation emails consistently indicating the correct recipient account ending in "*****" However, upon reviewing the latest transaction, it became apparent that the recipient account had been altered, with the last four digits reflecting "****." This discrepancy was not initiated by either myself or the vendor, as confirmed by our respective records and communications. The only logical conclusion is that the account details were tampered with on Melio Payments' end, leading to the misdirection of funds. Despite our efforts to address this issue promptly, the response from Melio Payments has been inadequate. Their lack of a direct support line and reliance solely on email communication has significantly hindered the resolution process. Furthermore, subsequent attempts to rectify the situation have been met with silence, indicating a concerning lack of accountability on their part. As a result, DC Freelance Bookkeepers is left without the intended payment, and I am left without recourse to recover the lost funds. The implications of this error extend beyond mere inconvenience, as it undermines the trust and reliability essential for successful business partnerships. In light of these circumstances, I urge BBB.org to intervene on behalf of affected parties and compel Melio Payments to take responsibility for their actions. Specifically, I seek restitution for the lost $1000 payment, enabling me to fulfill my financial obligations to DC Freelance Bookkeepers promptly. I am prepared to provide any additional information necessary to support my case.
Business Response
Date: 03/14/2024
Hi *******,

Thank you for sharing this feedback with us here and we sincerely appreciate you reaching out. We genuinely do recognize the importance of transparency and the urgency of your situation, and we are dedicated to resolving this matter quickly. We have forwarded your complaint to our Payment Operations team for a thorough investigation. Currently, a Letter of Indemnity (LOI) has been promptly submitted, and we are waiting for a response from the receiving bank. During this interim period, we are unable to process any further updates to this payment as we have to wait solely for the receiving bank's response. We also noticed that you were in contact with our recovery team earlier, and they will keep you informed of any developments throughout this process. If you have any further inquiries or require assistance, please do not hesitate to reach out to us directly. Thank you for your patience and understanding as we work towards resolving this matter.

Best,
Team Melio
Customer Answer
Date: 03/18/2024
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:
While I appreciate Melio's efforts to address the matter, I must express my dissatisfaction with the proposed resolution outlined in Melio's team response.

It is disconcerting to learn that the resolution process is contingent upon the response from the receiving bank, especially considering that the issue stemmed from an error on Melio's part. As such, I must respectfully disagree with the notion that the refund of my funds should be delayed pending the bank's response.

As a customer, I expect timely and decisive action from reputable institutions such as Melio, especially when it concerns the mishandling of funds due to internal errors. Therefore, I firmly believe that the refund of the lost funds should not be tied to the recovery process and should be processed immediately.

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

Sincerely,

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

Business Response
Date: 03/28/2024
Hi *******,

Thank you for responding and wed love to update you with some great news. Our Payment ********************* has reviewed your payment thoroughly while working with our banking partner and has deemed it eligible for reimbursement on 03/22/24. We are pleased to inform you that the reimbursement process was successfully completed and you should expect to see the funds in your account within 3-5 business days. We apologize for any inconvenience caused and we appreciate your patience and cooperation in this matter. If you have any further questions or concerns, please do not hesitate to contact us weekdays from 9am to 8pm EST.

Best,
Team Melio

Customer Answer
Date: 03/29/2024
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,

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

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