Complaints

This profile includes complaints for Zelis Payments, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zelis Payments, LLC

  570 Carillon Pkwy Ste 500 Saint Petersburg, FL 33716-1343

  
• 

  Zelis Payments, LLC

  149 Newbury St Boston, MA 02116-2859

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:06/27/2025

  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.

  Received a letter after years of trying to get reimbursed for services I paid out of pocket and the letter stated that Zelis payments had money sitting there unclaimed. After weeks of calling different numbers, I finally get through to someone. May 23, I received an email stating they researched my request, created a ticket to have the check mailed and to allow ***** business days. Of course 14 business days... no check, 18 business days.... no check, 22 business days of course.... NO CHECK. This payment was supposed to have been issued 3 years ago but they jerked me around and then send a letter saying that if I didn't claim the money it would go to the state as unclaimed property. This is has been such an ongoing issue and I didn't even ask for interest owed after being jerked around 3 years ago on this payment only to get what was originally owed to me.

  

  Business Response

  Date: 07/03/2025

  Dear Mr. ************** appreciate the opportunity to address this matter. We have recently been in communication with a member of your team and have provided detailed guidance on the next steps required to retrieve the outstanding funds directly from the payer. These instructions were shared at the specific request of the payer to ensure that the matter is handled efficiently and in accordance with their preferences.
  

  Please let us know if there is anything else we can assist with. Thank you
  Zelis Payments

  Customer Answer

  Date: 07/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me however Zelis no longer has the funds now. ****************************** has decided to not use Zelis payments and has requested the funds reversed back to them.  After a prior hassle of getting the claim resolved through ******************************, I'm sure the check will never be sent just as last time. 
  
  Sincerely,
  
  B. **** ****

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service 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 filing a complaint regarding ZELIS electronic payments systems. We have contacted Zelis multiple times to opt out of their virtual credit card reimbursements for which we get charged an ADDITIONAL credit card processing fees if we use their virtual payments.We have the ability to opt out of credit card payments and wait for paper checks and have done so in the past. The issue is that we have called to opt out a many times now and despite repeated requests, almost every new payment is first issued by credit card before we call and ultimately we have to spend time to have it reissued. I had already opted out but still received another virtual payment. I called to reissue it to a check and confirm opt out again. Their representative, ******** insisted we have to SIGN UP for Zelis to be able to opt out of their service and refused to help. He said they were UNABLE to out opt of virtual cards even though we have opted out several times over the years without issue.This has become very time consuming and frustrating. In the past, we would opt out in the beginning of each year and all subsequent payments would be made by check. This year has been different. It would seem that ZELIS is subjecting doctors to a form of harassment in order to force the acceptance of credit card payments, which reduce the already-low insurance reimbursements. They seem to be making it more time consuming and impossible to opt out of their service.

  

  Business Response

  Date: 06/12/2025

  ***** ******, 

  A member of the management team contacted you by email on 6/3/25 and confirmed your account is cancelled and that you have been placed on a Do Not Call Contact List.

  Please do not hesitate to reach back out to the manager if you would like to discuss this topic at your convenience.

  Sincerely, 

  Zelis Payments

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair 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 have been enrolled in receiving payments from Zelis without our consent. This started in 2024 with Virtual Credit cards, and we requested multiple times in 2024 to discontinue those, as they add fees from the merchants terminal that are not agreed to. Then we are offered checks, which are fine, but those stopped randomly in 2024, as well, and credit cards began again. Finally, I got a login to Zelis, and set up ACH, only to get hit with fees again! Zelis, as a business, cannot keep track of if a business requests to have checks over virtual cards, and continue to force businesses to eat the fees. These fees are 2.95%, or similar, and can add to thousands a year retained that belong to the practices. These predatory practices must be curbed.

  

  Business Response

  Date: 05/28/2025

  Dear *** ******,

  A Zelis team member spoke with your practice on May 21st and helped update your account's payment preferences. Please let us know if there's anything else we can assist you with.

  Thank you 
  Zelis Payments

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23360525
  
  I am rejecting this response because: When speaking with the customer service representative, on the day mentioned, there was no correction of error, when on a previous call, customer service had directed me to create an account for fee free deposits. **************** had stated that the previous representative was mistaken, and the only recourse was to call each insurance company directly to request fee free deposits. Due to this, the practice is left with the fees that have occurred, which is still not an appropriate way to conduct this. 
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 06/06/2025

  *** ******, 

  A member of the Zelis leadership team contacted you and resolved your concerns on 6/6/25. If you need further assistance, please do not hesitate to reach out. 

  Sincerely, 

  Zelis Payments

  Customer Answer

  Date: 06/06/2025

   
  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.
  Completed the immediate opt out for the fee-based ACH account as of 6/6/2025. ACH contracts normally have a 30 day opt out period. Our accounts window started on 5/21/2025, so they ended it early for you.
  Confirmed that our TIN is our on Do Not Contact list, so we will no longer be receiving the mailed virtual credit cards in the mail to your office. *******, from their team, took care of that for us on 5/21/2025.
  They are creating the provisioning requests for me for my top 4 payers that have been sending payments through Zelis so we can set up the free ACH for them. As we discussed, each will have a separate portal for you to log into and each with need a unique login.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service 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 have a medical practice , ****** B. ****** MD LLC , EIN ********** We were advised to enroll in Zelis in order to get our medical practice reimbursements directly into the account, instead of checks being mailed. For the past 9 months, EVERY effort has been made on my behalf and my staff, we KNOW for a fact that everything submitted matches the practice information and there are no errors. However Zelis gets joy out of repeatedly denying this account linking. I know there are a lot of Middle Eastern doctors out there, I am one of the many serving my patients. Zelis is purposely giving me the run around and the racial undertone is very clear. PLEASE HELP

  

  Business Response

  Date: 05/19/2025

  Dear Dr. *************** member of the Zelis team has contacted your practice and confirmed that your account is correctly configured.  Please let us know if there is anything else we can assist you with.

  Thank you
  Zelis Payments

• Initial Complaint

  Date:04/29/2025

  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 have contacted Zelis ************** numerous times to request to stop sending electronic credit card and requested paper checks. Our office (Smile Centric East) gets charged a fee everytime enter a credit card number. My Doctor ***** ********* tax number is *********. Please help us

  

  Business Response

  Date: 05/06/2025

  ********** *******,
  
  A member of our management team reached out to you on 5/6/25. Your payments will be sent by check moving forward and your office will not receive Virtual Cards in the future.
  
  Sincerely,
  
  Zelis Payments

• Initial Complaint

  Date:04/29/2025

  Type:Customer Service 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.

  Despite past correction of virtual card to check, this company reverted to paying with a virtual card again (!!!!). Spent more than 30 minutes on hold with them, only to be re-routed back to the beginning of the wait with nothing accomplished when I spoke to a representative. ********** customer service.

  

  Business Response

  Date: 05/12/2025

  ******* ******, 

  We have not been able to reach you to resolve your complaint. A member of our ************************* team called and left two messages on your voicemail. If you are still seeking resolution, please provide a good contact number and let us know best time to reach you. 

  Regards, 

  Zelis Payments

• Initial Complaint

  Date:04/25/2025

  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.

  Received EOB from ***** with claim details for services I provided to a client. Comment is "Provider: this is the Zelis ERS allowed amount offered. For questions call ************. Member: you may owe more if offer is not accepted." I am an out of network provider. I need to decline the offer so that the client can receive the full billed amount going towards the deductible. But when I call the given number, I either get a recording which says call back during business hours (despite the fact that I am calling during business hours) or when I press the number 2 for provider contact, the system doesn't register it and it hangs up. When I called the headquarters, I was told they know of the issue but can't process my payment dispute. This particular set of claims are supposed to go towards the member's deductible. Every set of claims I have to call and decline the offered amount because it is significantly less than the rate I charge, which is customary for this area.

  

  Business Response

  Date: 05/02/2025

  **** **** **********,
  
  A Zelis Representative reached out to the provider on 4/28/25 to initiate education on the claims pricing and the negotiations process.  In this particular case, negotiation was not appropriate and the claim was returned to the payer for processing. Should the provider require additional clarification, the assigned Representative or the ******************** is available to assist. 
  
  Sincerely,
  
  Zelis

  Customer Answer

  Date: 05/06/2025

   
  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.
  
  Sincerely,
  
  **** **** **********

• Initial Complaint

  Date:03/25/2025

  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.

  Request for Intervention and Resolution.We are seeking assistance with a pressing matter involving Zelis, which has been applying unauthorized discounts to medical claims without provider consent. This practice is not only unethical but also illegal.The standard protocol for discounting claims requires obtaining provider approval or negotiating payment terms. However, Zelis has consistently disregarded this protocol, disregarding providers' rights and interests.Despite our efforts to address this issue with Zelis directly, we have been met with resistance and lack of resolution. We kindly request your assistance in:1. Investigating this matter 2. Holding Zelis accountable for their actions 3. Ensuring compliance with standard protocols and regulations Your intervention and support are crucial in resolving this matter and protecting providers' rights.Thank you for your attention to this urgent matter.

  

  Business Response

  Date: 04/07/2025

  We have received Dr. ******* complaint and are currently in discussions with him to resolve the matter.  Regarding his claims, we respectfully disagree that Zelis is involved in any unethical or improper conduct. Zelis offers pricing recommendations to its payer clients, who have the discretion to accept or reject those pricing recommendations.  Additionally, Zelis will, in certain circumstances, negotiate reimbursements with out-of-network providers such as Dr. ************ Those negotiations and discussions are presently ongoing.

  Customer Answer

  Date: 04/11/2025

   
  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.
  
  I have been in communication with the in-house council of Zelis Mr. ***** **** to find a resolution and we had a productive phone call about 10 days ago. 
  Sincerely,
  
  Dr. ******* *****

• Initial Complaint

  Date:03/25/2025

  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 filing a complaint regarding ZELIS electronic payments systems. We are an orthodontic office that participates in a variety of insurance plans and as part of that participation, we agree to accept fees that are lower than our private patient fees. Several insurance companies have started using ZELIS to provide us with their reimbursements and ZELIS then sends us credit card reimbursements for which we need to pay the standard credit card processing fees (approximately 3%). We have the ability to opt out of credit card payments and wait for paper checks. The issue is that we have called to opt out a half a dozen times now and despite repeated requests, each new payment is first issued by credit card before we call and ultimately have it reissued. This has become quite time consuming and thoroughly annoying. In the past, we would opt out in January of each year and all subsequent payments would be made by check. This year has been different. It would seem that ZELIS is subjecting doctors to a form of harassment in order to force the acceptance of credit card payments, which reduce the already-low insurance reimbursements. This should be illegal!

  

  Business Response

  Date: 03/31/2025

  ******* *******,
  
  Zelis Payments partners with many payers to deliver electronic payments to providers.We understand your office may have received more than one virtual card payment recently due to an increase in new payers joining the Zelis network.
  
  Upon review of your account, it appears ********************** opted your account out of all electronic payment methods as of 3/11/25, including virtual cards. You will receive checks going forward for all future payments. If you have additional questions about your account, dont hesitate to reach out to us by calling toll free **************.
  
  Sincerely,
  
  Zelis Payments

• Initial Complaint

  Date:03/13/2025

  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.

  Our phone system has been updated, and I'm no longer able to get the *** code that used to ring at my desk. I called the customer service line provided *************) but that number is out of service. I tried to call the customer support line on faxed payment confirmations *************) but this number is also out-of-service. I have sent three emails to the customer support email address provided ****************************************** but have not received a response. I tried ALL the phone numbers listed on their website: ************ ************ ************ ************ ************ ************ ************ NONE of them were in service. I am just trying to speak to someone so we can regain access to our online portal.

  

  Business Response

  Date: 03/21/2025

  Dear ********* ******,

  Zelis Payments has reviewed your online access and reached out to offer assistance. It has been confirmed that all Zelis phone numbers are operational, and the telephony issue is internal to your practice. Additionally, Zelis has made two more outreach attempts to facilitate the necessary administrative changes for establishing your online access. Please ensure that our outreach efforts are acknowledged so we can assist in completing the updates.

  Thank you
  Zelis Payments