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:08/30/2024

  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.

  Zelis FORCED my employee to provide bank information and proceeded to enroll our office in DIRECT DEPOSIT WITHOUT AUTHORIZATION when we inquired about updating our login information.We had contacted Zelis on numerous occasions after a previous employee left and we did not have the password to login. On at least 5 occasions, Zelis said "We'll mail a letter with the information needed to update the password/login info. We will not reset this over the phone." The letter was never received so my team then called and requested that the previous login be deactivated and we needed a new login. The prior login WAS NOT ENROLLED FOR EFTS.Zelis is now STEALING 3% of our already reduced in-network rates which we did not authorize in ANY capacity.We discovered this issue yesterday and I called Zelis first thing this morning. I spoke with 2 different people and was then told, "We need to connect you with the person who enrolled you." So basically, they REFUSED to cancel the **** we DID NOT ENROLL IN. I have not heard from this person after the other Zelis *** supposedly forwarded the ticket to her and I emailed her directly as well.We work with every payer and third-party processor under the sun but ZELIS has consistently been the WORST. Unresponsive. ******. Stealing money from providers.Our next step is to take legal action and send the recorded phone call of them forcing my team member to provide bank information and then enroll in **** without an application or authorization from a owner or director with the authority to approve this.

  

  Business Response

  Date: 09/06/2024

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

  A member of the Zelis Payments team has been trying to reach you and has been unsuccessful.  Please let us know the best number and time to connect.
  

  Thank you
  Zelis Payments

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22216118
  
  I am rejecting this response because: This is untrue. ***** NEVER answered her phone when I returned her call and refused to communicate via email on multiple occasions. She finally responded by email that she would move forward with canceling the enrollment but insisted we requested enrollment which we NEVER did. We have NEVER and will NEVER accept payments from Zelis where they are stealing 3% of our already reduced fees. Zelis tricked someone on the team to enrolling in **** that did not have authorization or permission and enrollment paperwork as NEVER signed or submitted by the management team or owning partners.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 09/17/2024

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

  A member of the Zelis team has been in contact with your practice and assisted with opting-out your account.  We are also working towards a resolution to address all your outstanding concerns. Please let us know if there is anything else we can assist with.
  

  Thank you
  Zelis Payments

• Initial Complaint

  Date:08/20/2024

  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 have been trying to enroll in EFT with Zelis. If you enroll online they take 2.9 % per transaction. If you enroll with a person they take 2.5%. However, the problem is, it is impossible to get in touch with a person. Therefore they are ensured a higher percentage. I cannot get in touch with a person to help despite numerous phone calls and emails. This is a fraudulent and unethical practice that is exploiting the customers. There needs to be transparency of this protocol and assistance to protect the clients.

  

  Business Response

  Date: 08/26/2024

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

  A member of the Zelis Payments team has been in contact with your practice and aided with enrolling in EFT. Please let us know if there is anything else we can assist with.
  

  Thank you
  Zelis Payments 

• Initial Complaint

  Date:07/22/2024

  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.

  Zelis added a payor through them without contacting me regarding whether I wanted to be paid through Zelis. They did this with two payors. This has cost me money because they charge me where the payor was paying me directly at no cost to myself. I contacted Zelis regarding this over a month ago. I received one call but I have tried numerous times to reach that person and they have not returned my call. They have not removed those payors from my account so it continues to cost me money. I also informed them that I want to cancel my contract with them. The contract states that I can do that with a 30 day notice but does not provide me with where or to whom I am to give that notice.

  

  Business Response

  Date: 07/26/2024

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

  A member of the Zelis Payments team has been in contact with your practice and assisted with updating the status of your account.  Please let us know if we can help with anything else.
  

  Thank you
  Zelis Payments

   

  Customer Answer

  Date: 07/27/2024

   
  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 at this time. I do reserve the right to open another complaint if this does not fully resolve and I do not start receiving the payments as I have requested. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/30/2024

  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.

  I am waiting for a $1000 reimbursement from *****. My son's dentist has contacted Cigna numberous times (roughly 10) to follow up, and each time, ***** says that Zelis has yet to forward the money to Cigna, so Cigna can't reimburse us.

  

  Business Response

  Date: 07/09/2024

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

  Zelis has been in contact with your dental provider and is currently in the process of working to reverse the funds back to the payer.  In the upcoming days the funds will be received by the payer and will then need to be reissued.  Please let Zelis know if there is anything else we can assist with.
  

  Thank you
  Zelis Payments

  Customer Answer

  Date: 07/11/2024

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

  Customer Answer

  Date: 08/01/2024

   
  Complaint: ********
  
  I am re-filing complaint #********. Zelis did follow through with action after my previous complaint, so I accepted their resolution. However, they have since processed the refund improperly--they did not follow the directions given them explicitly by ******* Orthodontics (which has been amazing in trying to help me get my refund). As a result, I still haven't received my money and there is no ETA date for that refund. Please make Zelis do their job properly so I can get my money. I've waited over a year for the rtefund! Thanks.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/05/2024

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

  Zelis Payments has been in contact with the payer, and they have confirmed they are working to reissue the payment.  Both Zelis and the payer have attempted to contact you via phone to provide an update but were unable to connect.  At this point Zelis Payments has fulfilled their part, and any additional updates will be supplied by the payer.  Please let us know if there is anything else we can assist with. 
  

  Thank you
  Zelis Payments 

  Customer Answer

  Date: 08/05/2024

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

• Initial Complaint

  Date:06/13/2024

  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.

  04/24/2024 $118,046.48 was withheld from us due to ***************** supposedly not giving authorization to pay. When I called ***************** to verify this information I was informed that they released the money to Zelis on the 4-24-24 and that they showed the money being cashed by virtual card on 5-20-24. I explained to Banner what Zelis was telling me and they said they were going to open an investigation. I called back Zelis and was then told that ***************** never Released the Funds to Zelis and would open a case of their own and contact Banner for Authorization to release funds #PPO-209791 with ***** telling me that "they can take as long as they want".

  

  Business Response

  Date: 06/20/2024

  Dear *********************************,
  
  A member of the Zelis Payments team has been in touch with your practice and aided with your inquiry. Please let us know if there is anything else we can assist with.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 06/20/2024

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

• Initial Complaint

  Date:05/29/2024

  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 behavioral healthcare provider contracted with several insurance companies to provide therapy services. In order to be paid for work I already performed, Zelis has told me I owe them a fee of 1.9% of ********. They claim that the 1.9% fee is for the convenience of using their online portal, their direct deposit, and the clearinghouse where information is exchanged with my software. My other option is to receive paper checks. I'd be happy to get paper checks and not pay the fee. However, I think this business practice is unfair because the paper checks do NOT come with explanations of the benefits of the insurance members. Meaning, if *** sees me and owes his full fee because he has a deductible, Zelis will not release that information unless I pay. There is no other real option but to pay them if I want to be paid. I am complaining because they need to at least send out an explanation of benefits and payment owed just like EVERY other insurance company does. This is strong arming us providers and pushing more of us to private/cash pay only and a disservice to those who need therapy services with their insurance. I've only paid them $44 so far, but this is just the start.

  

  Business Response

  Date: 06/07/2024

  Dear ***********************,
  
  A member of the Zelis Payments team has attempted to connect with you via phone but have been unsuccessful. Please feel free to return our call so that we can address your concerns.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21774172
  
  I am rejecting this response because:
  I did email the representative from Zelis today around noon at the email he specified to outline my issue. 

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/14/2024

  Dear ***********************,
  
  A member of the Zelis Payments team has been in contact with your practice and helped with your outstanding concerns.  Please let us know if there is anything else we can assist with.
  
  Thank you
  Zelis Payments 

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21774172
  
  I am rejecting this response because:
  I have been emailing with 2 representatives from Zelis, we emailed as recently as today and have not reached a resolution. The emails I have been sending and receiving are with 

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

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/20/2024

  Type:Order 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 handles healthcare payments for various insurance carriers. We recently had two clients present with *********************** as their TPA, which utilized Zelis as their payment provider. We signed up for EFT and ERA's for all payers (which would include ***********************) in March of 2021 with Zelis as they handle payments for two carriers, *************** that we've had longstanding relationships with. Both members were seen in March to the present time and claims remain unpaid by Zelis to date. Zelis from two weeks after initial claims continued to lie to me in phone and email correspondence blaming *********************** for delay in payment. However, upon checking with ***********************, Zelis finally admitted that they are the issue. However, they are in no hurry to issue payments. We are now two months since the first claim and no payment. They continue to claim they are allowed more time, which makes no sense since again, we signed up for ALL PAYERS in March 2021. Zelis remains a problematic company in the healthcare world due to their slow processing timelines and further is the ONLY company we are forced to participate with that charges fees for EFT payments. So not only are we forced to use this company due to payer arrangements, they buck industry standards by charging fees where other companies don't, and in the process have the SLOWEST processing timelines of any payer we work with. These outstanding claims needs to be paid immediately upon receipt of this complaint. *********************** indicated that the first claim, March 20, was paid on 4/17 to Zelis, so again, a month later, Zelis continues to hold payment hostage until they feel like getting to them. For reference, other insurance carriers we work with that do not utilize Zelis, thankfully, payments are made within 5 to 14 days following the date of service, via EFT, and without any fees. I'd understand their fees and find them more tolerable if they processed claims in a timely manner.

  

  Business Response

  Date: 05/28/2024

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

  Zelis Payments has been in contact with the health plan and received confirmation that once funding is received the payments will be released.  Over the past week several of the payments that were on hold have been released by the health plan.  Please let us know if we can assist with anything else.
  

  Thank you
  Zelis Payments

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21729966
  
  I am rejecting this response because:

  Once again, I've reached out to *********************** and they deny any and all accusations on the part of your company that any funds are now nor have ever been withheld by the ***.  They continue to refer me back to you and state that you should have paid the claims by now, 3/20, 3/26, 4/9, 4/24.  5/14 and 5/21 are still too recent, I'm sure.  You randomly paid 4/16, but sent duplicate denials for 3/20 and 3/26, instead of the actual paid claims, with 3/20 being the *** transaction referenced in the screenshot attached.  I will be contacting the insurance commissioner in our state tomorrow and in your state next as between you and the *** someone is clearly lying.   
  
  Sincerely,
  
  ******************************

  

  Business Response

  Date: 06/05/2024

  Dear ******************************,
  
  A member of the Zelis Payments team has been in contact with your practice and addressed any outstanding funding questions.  Zelis has also been in touch with multiple health plans and shared feedback regarding the funding delays you have experienced.  Please let us know if we can assist with anything else.
  
  Thank you
  Zelis Payment

  Customer Answer

  Date: 06/05/2024

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

• Initial Complaint

  Date:05/14/2024

  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.

  My web account has been locked and it has taken them 3 weeks and they are still unabale to unlock my online account. I want my web account unlocked so that I can access insurance payments that I am supposed to recieve.

  

  Business Response

  Date: 05/15/2024

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

  A member of the Zelis Payments team has been in contact with your practice and aided with access to your online account.  Please let us know if there is anything else we can assist with.
  

  Thank you
  Zelis Payments

• Initial Complaint

  Date:05/01/2024

  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.

  We are a small medical practice forced to accept payments from Zelis on behalf of certain insurances without our permission or prior notification. We are asked to pay 1.5 - 4% additional fees just for using their service, which, in our opinion, does not offer any real advantage over old paper checks or direct EFTs. They fail to disclose the fees they charge. This predatory payment practice needs to be stopped. Please stop robbery from physicians' offices that are already struggling to stay afloat!We have checks that were supposed to be issued by mail or faxed as their virtual cards often fail to work, we didn't receive checks or faxes. One time, their representative refused to divulge the amount on the card that was going to be faxed, Don't believe their lies. When you call again, their representatives push back and rude. They prey on small medical practices.

  

  Business Response

  Date: 05/07/2024

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

  A member of the Zelis team has been in contact with your practice regarding your online inquiry. Please let us know if there is anything else we can assist with.
  
  Thank you
  Zelis Payments

• Initial Complaint

  Date:04/25/2024

  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.

  Since the beginning of the year we have been trying to create a Zelis Payments account. I have filled out the website enrollment page several times, called, filed multiple tickets. Each time I call Zelis, they advise someone will call us or reach out to us. We have not heard back a single time. gave my cell phone and desk phone, yet no one still calls. We are unable to access our ERAS for the Zelis partners. This is beyond frustrating.

  

  Business Response

  Date: 05/01/2024

  Dear *******************************,
  
  A member of the Zelis team has been in contact with your practice regarding your online inquiry. Please let us know if there is anything else we can assist with.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 05/24/2024

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