Question

Issues with Melio?

Forum|Forum|3 years ago
September 29, 2022
10 replies
7 views

We are having issues with Melio bill payment: a full day's worth of payments from Melio were never received by multiple vendors and Melio did not notify us that payments made were still outstanding. Multiple vendors did not receive payments (all were supposedly sent by Melio on July 14). Melio did debit our bank account for each transaction on July 14, but simply failed to send the payments to the vendors. 2. There is no way to detirmine if a vendor has been paid except to go the the 'paid' tab on the dashboard and open each payment to detirmine if the vendor deposited the payment. There is no reporting function. I have asked Melio customer service to run an 'outstanding check' report on their system and send it to me. 3. The lack of notification of uncashed payments is shocking. In essecence Melio is living off the float (time between debit and when vendor cashes check) but more importantly Melio is keeping any funds that are lost in the mail or not deposited by the vendor. I was told by Melio that they send email out after 30 days of a payment not being cashed. I have never received a notification email. Melio stated that there was a 'bug' in their system and emails were not going out. After researching 'Melio issues' on internet, it is clear this lack of notification has been a known issues for at least a year.

QuickBooks Online

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Giovann_G

Moderator

I understand the importance of resolving this issue, Mark.

I know you've contacted Melio's customer service about the bill payment your vendors never received. The best way to investigate and resolve this is to contact Melio Customer Support again. Their representative can track those payments and conduct additional research to determine the root cause.

You can get their phone number by following this link and going to the Contact page below the App information: Melio.

If you need help managing your vendors and transactions, you can always refer to our Income and Expenses article. This guide contains resources to help you manage your expenses in QBO.

I'll be around if you have any further questions. Have a great day.

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mark@seattlesoutAuthor

Thank you Giovann_G,

I appreciate your referral to contacting Melio by phone. Melio does not answer their phone and their on-line support people say they have no phone support, only on-line.
What is the Melio / QB relationship? There are numerous posts in the QB support community forum about issues with Melio not making payments but debiting customers accounts. In essence keeping customer’s money with no legal reason for doing so.
There are multiple on-line posts about similar issues that many customers experienced with Melio and complaints about Melio’s utter lack of customer support. The BBB site has scores of complaints about people not able to access funds that Melio has taken and not remitted or refunded.
We chose Melio because of the integration with QB. It seemed that QB must have vetted Melio and was endorsing Melio because of the amount of integration permitted by QB. I would think that if a company that has a track record of not remitting funds and has no practical customer service that would disqualify that co from being a QB integrated partner?
The QB support community site has several issues documented and it appears that QB moderators only response is “keep trying to contact Melio”, as you responded to my post. I believe one moderator even advised a poster to contact Melio multiple times, after the poster mentioned they had sent a dozen emails and had not received a response from Melio.
Is it QB’s policy to endorse and enable partner companies that under-perform, deceive, fail to communicate and by design do not have an effective customer response mechanism?

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MadelynC

Moderator

Thank you for following up, Mark.

I know it wasn’t ideal. I also understand that you put your trust in QuickBooks when deciding to use Melio as your bill pay partner. I’ll make sure that our Bill Pay team receives this feedback so they can do all they can to improve this experience for you and others. No worries, someone from our team may reach out to further discuss your situation.

Unfortunately, the QuickBooks team is limited in the support we can provide for Melio’s product. The Melio support team has the tools and access necessary to troubleshoot issues with payments being held or not reaching the recipient. For that, we must encourage reaching out to them on any outstanding issues with payments.

I’ve added this reference that tackles expenses and vendors in QuickBooks: Enter expenses, pay bills, write checks, and manage suppliers. This will give you more details about your business and cash flow through proper bookkeeping practices.

We appreciate your patience. If you have any other concerns besides payments, please don't hesitate to add a comment. The Community will be here for you. Keep safe!

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ODC_Accounting

All the issues I am reading about here & at the following thread
https://quickbooks.intuit.com/learn-support/en-us/payments/any-one-else-still-having-issues-with-melio/00/978183
make me very leery of setting up Quickbooks(QB) Desktop Premier to use Melio. I would not even consider it, but as of 10/11/2022 QB has turned off Direct Connect for Bank of America(BOA) which allowed me to make BOA bill pay payments from within the QB software. We had been using this feature for almost 20 years and it worked very well. It is SO frustrating when software seems to be going backwards, making me spend MORE time & effort instead of going in the other direction.
The ability to send & receive transactions from the bank is one of the primary reasons we have stuck with QB so long. This is one more change of many that they have made over the years to gives clients a negative "moment of truth". Makes you think they are trying to run us away to other accounting software vendors.
Melio can't even send a significant number of the payments we typically pay by BillPay as there are no "bills" to be paid, & they won't send a check to an individual.
I guess we will be going back to printing and mailing more paper checks than we have for the past 20 years. The items that are the same amount every month, I have set up to the online bill pay at the bank with memorized transactions set up in QB to be entered on the same day each month, but there are many things that have varying amounts so will either have to be paid by paper check or will require double entry (both in online banking bill-pay & in QB) which is a waste of my time & effort.
I guess I will have to also start investigating other accounting software options - something I am really not looking forward to.

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emily116

I AGREE 100%. BACKWARDS MOVE.

Bryan_M

QuickBooks Team

I hear you @RandySteckel,

I want you to know that this is not the kind of service we want you to experience.

Currently, the QuickBooks team has limited access to Melio's products which in your case you can't log in to your account for months. Melio's team has the best tools to fix your login issues.

From what I can see, you've already contacted Melio support and you receive no service at all.

However, you can try to click this link and go to the Contact page below the App information to get their phone number, direct email, and website. Here you can connect to them in three ways and request any assistance regarding login issues.

For future reference, you may want to check for other available apps you can use, you can visit this link: https://quickbooks.intuit.com/app/apps/home/

You can always come back here in the Community if you need further assistance with login issues. We'll be willing to assist you. Keep safe.

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Daisy N

I'm having the same exact issues with Melio recently. triple payments, or payment that said that was deposited vendor never received it. Support takes forever or never responded.

I've have another account that they suspended bill payment for some stupid reason and I can't get them to respond to my email

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JamesAndrewM

Moderator

Hi there, @daisy11_2.

I appreciate you for connecting with us here. Know that this isn't the kind of experience we want you to have. Let me guide you to the best way to contact the right person to get the help you need.

They have the tools to pull up your account which is needed in investigating the cause of the issue.

Be informed, that due to the high volume of calls and chat requests, the waiting time can reach up to 35 to 45 mins. Rest assured, you'll be taken care of immediately once you can get hold of a live person.

To speak with one of our experts from QuickBooks Online Support. Please follow the steps below to contact support:

Sign in to your QuickBooks Online company. Click Help (?).
Choose either tab to get started: Assistant or Talk to a human.
Search or select Contact Us.
Start a chat with a support expert.

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT.

You can visit this article to know good bookkeeping practices: Enter expenses, pay bills, write checks, and manage suppliers.

Feel free to drop by the Community whenever you have further concerns regarding your web integration. Stay safe!

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Michael Win

Similar issue with customer service. No one to talk to. We use QBO/Melio to pay our vendors with direct ACH bank information. We were notified by our vendor with over due invoices. After further investigating, I checked my mailbox for the confirmation e-mail that payment has been scheduled with payment paying from our account to vendors account (last 4 number of accounts) which is correct. However it was sent to a different vendor’s debt account without our notice. Melio stated that our vendor’s email was compromised. I did not know that payments to vendors can change where it’s deposited. Vendors have the option to switch bank information before final deposit (Melio’s attempt to grow their user base with our vendors). So, as we stand. My vendor has not received the last 3 payments totally over $8,000. And no resolution from QBO/Melio other than we have exhausted our option to retrieving the payments that were sent. My biggest issue with this is that the vendors routing number and account number is irrelevant and nothing we can do to make sure it gets deposited to the accounts we enter into QBO/Melio. Below is their direct response.

Nicki (Bill Pay Powered by Melio)

Jan 6, 2023, 5:38 PM EST

Hi Micah,

Your vendor received an email from Melio allowing them to receive their payment via push to debit. Our goal with this feature is to create an exceptional experience for your vendor and allow them the opportunity to get paid faster. It sounds like your vendor's email was compromised and the payment was accepted by a third party. Unfortunately, our recovery efforts failed and we have exhausted all viable options of recouping the funds.

I have submitted your request regarding an "on/off switch" for the vendor to be able to make changes to the delivery method and the request for a notification email to be sent to the payor to our product team for review!
Best Regards,
Nicki
QuickBooks Bill Pay powered by Melio

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Kevin - user 20 years

similar issues.

Melio takes money and does not send vendor payments.

Melio is not being held accountable and has little or no customer service.

why did Intuit choose this third party for on-line bill pa, after offering flawless service with direct connection to Bank of America for decades?

Intuit made the decision to offer Melio, and it was not the request of the Inuit Software users. Now the users are facing time consuming and potential left issues.

Please no canned answers or deferral to Melio/Bank of America customer service.

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Lawn Chair

We continue to have problems after being forced to move from direct connection to BofA to Melio. The online matching is useless, I kept thinking it would get better, or I'd figure out how to replicate the old workflows, but it is not working. Melio charges fees, deducts immediately from BofA, often 5-8 days, before paying the suppliers.

What are the alternatives for integration with BofA? The efficiency of QBO was a major driver for using QB, now the failure to integrate with BofA is a problem.

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Kevin - user 20 years

Melio is taking our money and not mailing checks to vendors. There is no way to make Melio accountable for that service of on-line bill pay through Intuit software, yet they have taken our money, and it is with great effort to get them to return it. Why?

Yes, Intuit is liable as it unilaterally chose to the existing connect bill pay feature to Melio, not us users of Inuit software; it was not our choice to use Melio for the on-line bill pay as advertised and offered for decades by Intuit.

Why did Intuit stop using Bank of America (BofA) for direct on-line Bill Pay ?

Reply with very specific details please, without a canned answer or a deferral to Melio and BofA customer service; Intuit decided to use Melio, not us or Melio or BofA.

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Lawn Chair

We use BofA, and QBO + Melio is not working. After several months of trying, the problems and errors are too many. The online transactions no longer match, bill payments are deducted many days before vendors are paid, and Melio charges a fee for all this.

Has anyone found a better way to sync QB with BofA? I am ready to switch.

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LeizylM

QuickBooks Team

Hello there, Lawn Chair.

I can see the urgency of having to connect Bank of America with QuickBooks.

I've checked our records to see if we have reported issues about QuickBooks connecting with Bank of America, but couldn't find any.

I suggest contacting our Customer Care Team. They can pull up your account to review the connection between your QuickBooks and Bank of America. They can also open an investigation if an issue is found, then add you to the affected users so you can receive updates about its status.

You can follow the steps provided by my colleague @JamesAndrewM on how to reach them.

You can visit this article to know good bookkeeping practices: Enter expenses, pay bills, write checks, and manage suppliers.

Let me know if you have additional assistance with connecting your bank account to QuickBooks Online. I'm always here to help. Have a great day!

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AlexAleksandrov

We have the exact same issues. The taxes for many properties were not paid or not paid on time. We are facing a lot of extra cost amd loss of tax abatement on some properties. The support is uselss. I signed up for the Diamond Enterprise edition of QB to be able to do these payments over a year ago. Since then the service has gotten more expensive and progressivly worse. We should all switch to another platform as QB is no longer reliable. I am looking at alternatives.

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g1rmklemp

Well at least I'm not the only one. Sent a $4600 deposit for a new sign through Melio (maybe it should be Steal-io) . When I called to check progress and some timeframe for delivery the vendor stated they never saw the payment so no work had been started. Funds were taken from the account but never sent.

I'm a small business guy, running on the edge most of the time to make payroll. $4600 is a ton of money for us and reading this and other threads makes me angry. It seems like the only way to get this resolved is to start a class action suit against Melio and Intuit. I've already spent days chasing this down and the delay in sign production surely has cost me business. This also explains past payments that were sent that never had been paid, resulting in me having to pay again using a different method assuming that the funds weren't taken out. You know the assume saying.....

This is criminal. Maybe the lawmakers in DC can drag Intuit and Melio into a session and find out why our money is being stolen....

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alexryan7

I have been having issues with Bill Pay for 2 days, I was told yesterday 2/9/23 after 45 minutes of troubleshooting that there is a known issue with Bill Pay.

As of today there is an Investigation:

INV-80704

Bill Pay will not load for me and then times out and kicks me out of QuickBooks.

I am sure it is impacting Melio payments going through as well.

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Kevin - user 20 years

Just experienced yet another payment never sent or received by our vendor. Spent an hour on chat this morning to get 75 dollars refunded. The Melio could not furnish any factual evidence of a printed check, or mailing; only empty meaningless words by some chat room bot that they did send it.... Melio is and continues to be negligent, and using our money without paying vendors, all without any liability (thus far anyway) or penalty. Class action suit anyone?

Sure I am in

I seriously think a Prince in Nicaragua has hacked their system and is having funds deposited in his personal account overseas. Support from Melio about mis-directed payment is a joke. I think they have more than a few "bugs" in how they control the funds which they take from your account and are never received by the vendor. They actually switched from sending paper checks to one of my vendors to ACH deposits to an account neither I or the vendor supplied or recognize. They refuse to provide the destination bank to me, and say there is "nothing they can do" if the receiving bank does not cooperate.

Good luck with the endless nonsense you will have to endure in "chat" and e mail correspondence with their "support" attempting to get your funds back.

Melio is the biggest dog and pony show I have experienced in over 40 years of bill paying.