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:09/21/2022

  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.

  My office begin receiving virtual credit card payments from insurance companies that we have never signed up for. I first thought that's how the insurance companies were paying claims until I looked at our CC fees. I called the insurance companies to receive paper checks and at that point was told I needed to call Zelis and opt out of the virtual CC payments. I have called for the past 2 months trying to opt out and every time a rep says a customer care rep will call us and assist with opting out but we never receive a call. We pay fees for each transaction and how is this legal!!!!! How did they receive our information to just intercept OUR payments and take some for themselves without OUR permission!!!!! Asked for a copy of the signed agreement between our office and Zelis and was hung up on. They are PURE THEIVES!!!!!!

  

  Business Response

  Date: 09/21/2022

  *******, 

  As discussed in our recent telephone conversation, your account has been opted out of the Virtual Card product and future payments will be sent as checks. I added you to our Do Not Call List. 

  Please let me know if you need further assistance.

  Regards, ***********************************

• Initial Complaint

  Date:09/13/2022

  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.

  Zelis Payments, LLC is fraudulently receiving payments that belong to our business. I have attempted to get paid through Zelis Payments since they fraudulently took over. I do not ever want to have have any agreement or contract with Zelis Payments. I had never heard of Zelis Payments until somehow they started collecting my payments from insurance reimbursements. . Today, I contacted the insurance companies (1) ILWU-PMA Zenith American, (2) Blue Shield of CA and (UMR)., but of the insurance companies advised me that They did not provide our information to Zelis Payments, (2) Zelis Payments added our business and Federal Tax ID #XXXXXXXXX to **********************' "Provider List." In doing so, Zelis Payments has fraudulently instructed insurance companies to send payments due to our business to Zelis Payments instead of sending the payments directly to us. I have contacted Zelis Payments to attempt to receive my payments but Zelis s holding several payments that belong to my business, in a nonredeemable virtual credit cards, and are not able to covert payments to paper checks. I told the Zelis Payments representative, to convert to paper check on at least ten occasions with no result, they are still holding a virtual credit card that caused my Square merchant dump ME as a client.t I will have no relationship whatsoever with Zelis Payments! I never agreed to or authorized Zelis Payments to collect payments on my behalf. I instructed the Zelis Payments representative to return our payments to the Insurance Companies and to REMOVE our business name and Tax ID from their "provider list" and data base. The Zelis Payments representative asked me to contact the insurance companies. I explained each insurance company told me they were instructed by Zelis Payments to send our payments to Zelis Payments stated this error can only be corrected by Zelis Payments. I did a ****** search of Zelis Payments; there are many complaints about Zelis Payments from other doctors.

  

  Business Response

  Date: 09/21/2022

  Zelis partners with multiple payers to help facilitate electronic payments.  We have processed your request to have your account removed from our database and will convert any outstanding virtual credit card payments that were received to checks.  Please let us know if you have any further questions or comments on this matter.
  Sincerely
  Zelis

  Customer Answer

  Date: 09/21/2022

   
  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.
  My complaint remains as a warning to the business to do better. Much much better. This is an unacceptably poorly operated schemlike business, but with multiple  corrections it could be a good solution for some clients.

  My score for now is an F.

  Sincerely,
  
  **** Back

• Initial Complaint

  Date:08/30/2022

  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.

  Our dental office has been receiving multiple virtual credit card payments that we have never opted into or authorized. I have tried contacting Zelis multiple times and I am unable to get through to anyone. I would like for all of the virtual credit cards to be re-issued as checks, and to be opted out of all future virtual card payments.

  

  Business Response

  Date: 09/09/2022

  Zelis contacted the provider office on September 9, 2022 and addressed the provider's concerns and proceeded with opting out the account and reissuing the outstanding virtual credit cards as checks.  Please feel free to contact Zelis if there is anything outstanding that we can assist with.  Thank you 

  Customer Answer

  Date: 09/10/2022

   
  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:08/30/2022

  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,ve been trying to contact Zelis CS for more then a week. like everybody in here are in disbelieve about about the lack of disclosure and the way Zelis is doing business with providers. I just talked to ******** from their call center, she gave me the name of her supervisor ******. I'm hoping this time I can get solutions to this problem with Zelis. No supervisor we can talk to, I was told that it can take a months to get them on the phone!! We are requesting the following through this outlet since looks like Zelis is more diligent to responding here!1- We are opting-out from V-payments 2- We are opting out from ACH with fees.3- If we can't have EFT without a fees then and Only then#4 ( I will need to get an explanation of why this option is not available since all payers are doing that at no cost.4- Paper check will be our prefer payment method. Our company is loosing money and can't allowed under my watch to witness this everyday, this is simply so wrong!

  

  Business Response

  Date: 09/13/2022

  
  Hello *********,
  We apologize for any breakdown in communication, upon review of the telephone interaction with our associate ********, we found that you were advised a supervisor callback should be expected within a few hours.
  Our records then indicate that ****** made contact the next business day and completed the termination of services as per the terms of our agreement.
  The added value products and services that Zelis offers, allow providers such as SBH Labs, to realize efficiencies in the health care system by significantly reducing billing and insurance related tasks beyond the scope of free solutions that *** be offered by a health plan or payor. ********************** itself is not a health plan or claim payor and charges a fee for these added value solutions and the intrinsic value they *** provide. 
  We appreciate the opportunity to respond to your complaint.Please let us know if you have any further questions or comments.
  Sincerely 
  Zelis

• Initial Complaint

  Date:08/29/2022

  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.

  I am a practice owner participating in various different insurance plans. For years we have been always receiving payments via EFT and/or paper checks. One day we started to receive virtual cards and my credit card processing fee has gone up 300%. We never gave anyone authorization to use Zelis nor do we desire Zelis to double dip in the already reduced insurance reimbursement. In the past few months we have requested to switch back to EFT or paper checks. It was working for a while until we started to receive virtual checks again this past weekend. When we contacted Zelis we were told that the EFT/paper checks will automatically revert back to Zelis every 300 days. Who gave you the right to do so? There was no where indicated in any underwriting that we are being charged additional cc processing fee. Another way for third party to make money out of providers.

  

  Business Response

  Date: 08/31/2022

  Zelis contacted your office on 8/30/22 and spoke to office manager *****. I was able to locate your account with the information she provided. I left a message with her with my direct contact number should you want to reach back out to me directly. The account was already cancelled. The payments will be sent to you in the form of paper checks. These actions were taken earlier that day when your office manager ***** called our ************************** To ensure this issue does not impact your office in the future, I have added you to our Do Not Call List. If you need further assistance, please feel free to reach out to me directly at the number I provided to your office manager.

• Initial Complaint

  Date:08/07/2022

  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.

  I am a business who files claims with insurance companies, such as Medcost. I was previsouly recieved reimbursements directly from Medcost but am not getting virtual payment cards, which I never signed up for. I have requested to sign up for direct EFT payments to my business account but I continue to receive error messages from Zelis that they cannot sign my TIN up, but yet they are sending me claim reimbursments by payment card, These cards are inconvenient to use and unwarranted. Not only that, they give no directive, except an enrollment contact number that you cannot get through to anyone. I now have 3 claim reimbursements in the form of virtual mastercards: $216.16, $216.16 and $54.04 that I cannot use since it says the exact amount needs to be entered.
  I have been trying to get through to Zelis regarding ACH payments through insurance payers for a year, correspondence starting in July 2021. I continue to have the same cycle: email with issues, number to call or directives to attempt to enroll again, then a message that someone with call me, then an email with issues and a number to call but I cannot get a hold of anyone and again and again.
  

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/12) */
  Hi *******,
  
  Thank you for your time today, we confirmed the contact phone numbers provided in email replies and virtual card pages are correct, we regret that you experienced long wait times on the occasions you called.
  
  Your payments are being delivered as paper checks and will continue to be sent via that method.
  
  We hope that we have addressed your complaint adequately.
  
  Sincerely
  Zelis