Kyle, its been over 1.5 weeks and have had no response from you-----

Hello Fritz,

Thank you for your reply. I am well versed in QBO and Desktop and based on the commentary from this thread so are the other frustrated bookkeepers, accountants and business owners experiencing the same issues with Melio. I have already taken all the steps outlined, and opened two separate tickets with customer service attempting to get these issues corrected.

I do appreciate the challenge for all of you in customer service, but I believe there is a fundamental programming issue with QBO-to-Melio that no one at Intuit seems to have a correction for. An Intuit-Melio webinar addressing all the issues would be helpful, but this needs to occur asap.

Accounts Payable being incorrect is a HUGE issue for any business; but as someone who provides services to primarily smaller businesses, they simply cannot afford to have a bill double paid nor have their payables Over or Under inflated. Also, you have provided a link for basic instructions “bill pay for beginners” and in desktop for what is a complex bill payment error in QBO.

Fortunately, I currently only have one client who opted to try Melio, but clearly, I cannot recommend it to anyone else. Unfortunately, the instructions I think we need is how to now disconnect Melio, without turning the A/P upside down (again) and either return to old school printing checks or try a different software.

.....With appreciation (and frustration)

this is very concerning

Hello,

Can you please provide us the ticket #'s and what the overall issue is with each ticket #.   We all need to join together and continue to raise concerns regarding the poor customer service and lack of any sense of urgency.  I currently have 2 open tickets--

Please note:  You must email [email address removed] and specifically request a trouble ticket #

Ticket # 476010

Melio double paid a client ie: paid 4 bills with only 2 bills created in QBO that synced over to Melio.  With the 4 bills, they are "linked payments" which is yet to be explained.

Ticket # 466364

Variety of unresolved issues--

1. Failed Payments over the last 6 months are still showing up on the payment screen. 
2. In the pay screen, when you enter a specific vendor name, payments are not listed in date order.  Note other vendors with similar names show up as well. (Example Allard/Ballard) 
3.  Melio does not show partial payments that are listed in QuickBooks Online
4. Savings accounts are not available for direct deposit. 
5. When entering direct deposit details under each vendor, we have discovered that over 25 email addresses that were entered along with direct deposit details, the email addresses are not showing after the fact.  When going back in to the vendor, the email address is auto populating proving that the email address was once there.
6. No longer having an account manager-We were recently advised that going forward, when issues arise, we need to contact customer service via chat or send email.  This is not effective or efficient--we are in Melio because we are making payments that need to go out that day and simply do not have time to wait 24-48-72 hours for customer service to email us back.  The chat feature is back logged as well and asking a customer to sit on hold for over 45 minutes to chat is extremely poor customer service!  

I completely agree with the lack of customer service and not being able to make a phone call. Sending texts and emails to resolve complicated problems DOES NOT WORK.  If this is the idea of support from QB or Melio, it will continue to fail.

Wasn't it a feature of QuickBooks Online Plus to have unlimited Melio checks?  What will happen to that tier in October when Melio starts charging $1.50 per check?  (I prepaid for a year, looks like I'm going to be regretting paying in advance).  

Also, I received a notice that one of my vendors changed their delivery methods to "single-use cards".  Is this new?  Is there going to be a charge for using the cards?

Hi, mwbeke. I can help route you to the best support available that handles your concerns.

All accounts-related issues are addressed by our Customer Support Team. Since you've mentioned paying your check in advance, I'd suggest contacting us. This way, one of our representatives can review your account and further assist you with the check already paid for a year.

Here's how:

1. In QuickBooks, click Help at the top. 
2. Choose Contact us at the bottom. 
3. Enter your concern about the $1.50 charge per check and click Let's talk. 
4. Choose a way how to connect with us.  

Feel free to visit our help articles if you have any other QuickBooks concerns in the future: Help articles for QuickBooks Online.

Post again here if you have other follow-up questions. The Community is always ready to assist.

As a follow  up--- I have never heard back from Kyle with Quickbooks since the original post dated September 25th.

Hello @BLUEEnforcement.

Thank you for following up here in the community. I was able to review your cases and see that our Office of the President team took over. They have been in communication with you and the Melio team to work toward a resolution.

Since that is the case, it would have been transferred away from @Kurt_M to facilitate the support needed in this situation.

Are there still outstanding issues in your case? If so, I'll be happy to connect with your case owner and have them reach back out.

Hello,

Thank you for the reply---- yes we still have Trouble Ticket# 476010 that is unresolved.  I submitted additional supporting documentation from our QBO account ie:  audit log, history reports etc.  Something as major as unexplained double payments should be of the utmost priority, however, it has been 3 days short of 30 days with no resolution.

I wish you didn't have to go through all that, BLUEEnforcement.

I can see from your most recent case that one of our team members was able to facilitate a connection between you and Melio's support. I'm glad that there is progress so far.

Since Melio's support system is separate from ours at QuickBooks, I encourage you to continue working with them to fully resolve the issues. They will have all the tools to make sure things get fixed.

I've also added this View All Help article for reference. There, you can search topics that'll help you complete your QuickBooks tasks.

I will pass this update along to the agent you were working with at QuickBooks as well so that they are aware of the status.

Hello,

With Quickbooks promoting Melio I want all to be aware that customer support from Melio is extremely slow and lacking any sense of urgency.  They have a good product but users need to be aware that when trying to resolve issues, you are pretty much on your own to figure out.

I’m confused the app link the QB employee referenced has a list of Melio reviews. If one clicks on the 260 1-star reviews, the information is alarming. How could a product this bad, with so many experienced accountants regretting they signed their clients up for Melio, remain active in QB? 

Hello all, none of our company’s July 24 payments were sent out by Melio. Multiple payments to multiple vendors have gone uncashed. Vendors contacting us looking for payment. No notification from Melio about checks not deposited for >30 days. Melio said a ‘bug’ in their system prevented emails from going out. Melio customer service suggested I look at the PAID list, open each payment we have made, one-by-one, to confirm that the vendor cashed the Melio check. Melio must have an outstanding check listing! 
Curious  if others had a July 24 issue and do you receive email notifications if vendor checks are not cashed/deposited? 

Thanks for joining this forum, mark@seattlesout. I understand the need to have your vendors get paid on time. 

At this point, I'd recommend contacting Melio Customer Support to help you check the transactions. They can trace the status of the payments and assist in resolving the issue. You can use the Start a chat option for real-time assistance. 

Here's how:

1. Go to the bill payment screen.
2. Tap the Help menu to display the Frequently asked questions window.
3. From there, click the green bubble icon (Start a chat).

In case you need to check other options on who to pay bills online, you can visit this article: What is Online Bill Pay? It helps you pay bills directly, and hassle-free, using Online Bill Pay (powered by Bill.com).

If you need some related article in managing your vendors and transactions, you can always visit our Income and Expenses article for reference.

Don't hesitate to click the Reply button for your additional concerns. I'm always right here to answer your questions.

Hello,

Just an FYI for  mark@seattlesout this will be going down a rabbit hole!  Always remember to get a Trouble Ticket # from Melio and send issues to [email address removed].  I am currently 35 days into a trouble ticket regarding Melio issuing a double payment to our vendor with NO resolution......  Hope you have better luck!

Please add another complaint to the mix.  Melio has terrible customer service and may, in fact, be over the line with fraud.  On Oct 11 I had to request a refund of money taken for a payment they show as failed 9/15 and had not been returned.  Other vendors I have worked with would automatically refund that money.  I was told to expect a refund in 3-5 business days.  I have yet to see over $7600 returned to our account and have been waiting in a chat queue for over 25 minutes for a follow up inquiry.  Quickbooks should absolutely find a different partner.  I'm concerned we may need to incur legal fees to get our money back.

This is completely unacceptable and is seriously making me doubt my service with Melio and Quickbooks. They both advertise on all social media platforms, I would suggest adding your experience to them. 

I am a more recent converter to Melio and have been struggling for the last month.  Today, I discovered this long list of emails that has been going on for months.  QuickBooks is risking its reputation by using this vendor.  The integration between QuickBooks and Melio is imperfect at best as many have pointed out above. QB seems helpless to assist and refers to Melio where the support is sub-standard.  

I now see that using Melio to pay bills with QuickBooks is a fool's errand.  QuickBooks, PLEASE LET US KNOW WHEN AND IF THIS IS EVER FIXED.  Thank you.

I can see the urgency of getting this issue resolved, tonnye.

At this point, I still recommend contacting Melio's Customer Service for further assistance. They’ll be able to trace the status of the payments and assist in resolving the issue. You can use the Start a chat option for real-time assistance.

Here’s how:

1. In the bill payment screen, tap Help to display the Frequently asked questions window.
2. From there, click the green bubble icon (Start a chat).

As always, feel free to read these articles to learn more about processing bills and bill payments in QuickBooks Online:

• Pay bills in Online Bill Pay
• Enter and pay bills

Keep me posted if you still have questions or concerns about handling Melio's payment in QuickBooks. I'm always here to help. Have a great day!

YES, ACH payments are taking 5-6 days, ur vendors are questioning it. In October - Mass scheduling integration from QuickBooks Online stopped working. I’ve logged 2 support tickets with Eli up - n answer it’s been 2 weeks. We switched from our bank check and ACH processing t elio, because the enhanced admin functionality saves USA lot of time. Now we’re wearing if that was a mistake, since we are just beginning to get customer complaints about times to deposit.

No quite sure why both Quickbooks and Melio Support are not responding to me at all. Melio integration is QB Online stopped working and ACH deposits are taking a very long time 5-6 days. Really need to get help from someone 

@Rick-StGeorgeSF 

Do you use the bill payment feature in QBO? Consider signing up for a separate Melio account for free to integrate with QBO. Do you encounter the same integration problem?

https://melio.grsm.io/quickbooks

Hi, Rick-StGeorgeSF. I can see that you've been through a lot getting support to fix the issue.

May I know how you contacted Melio support? 

Let me make it up to you by ensuring you'll get to the bottom of this. You can use this email address to contact them: http://support@melio.com.

Also, I've already raised your issue to the appropriate team so they can review it and take proper action on this matter.

Let me know how it goes. I want to ensure everything is taken care of for you.