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:09/21/2023

  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.

  On 9/14/2023 a representative from Zelis called and asked our front desk if we would like to opt in to their services and they said yes. The person who said yes to this did NOT have authorization to agree to this on behalf of our business so I immediately called Zelis back (within an hour) and let them know that we we wanted to opt out ASAP. The person who answered the phone at Zelis told me that they could not help me and that they would fwd on my request to the person who opted us in. We continued to receive credit card payments even though I had requested them to stop. I called back again on 9/19 and spoke to ************ at Zelis. She informed me that Zelis had 3 business days from 9/14/23 to call me back and they had reached those 3 days as of 9/18. She advised that I give them a few more days for them to call me before calling them back to ask this to be escalated. As of 9/21/23 I still have not received a call back stating they have stopped service and we are continuing to get credit cards payments from Zelis. I contacted them AGAIN today (9/21/23) and asked for this to be escalated. I also asked for a manager. I was told that there was no one else that I could speak with and that the only thing they could do was to open another request and that I should wait another **** business days for this to be addressed. This is unacceptable. We are unable to process thousands of dollars owed to us because they keep sending it to us by credit card and we need this to stop immediately (as requested on 9/14/23).

  

  Business Response

  Date: 09/27/2023

  Dear *********************************,
  
  Zelis Payments has been in contact with your practice and provided resolution to your inquiry. Please let us know if there is anything else we can assist with.
  
  Thank you
  Zelis Payments  

  Customer Answer

  Date: 09/27/2023

   
  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:09/01/2023

  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 representing ******************************* DDS office . On 6/23/23 we received a payment for patient ***************************** by credit card in the amount of $300.00. On 6/26/23 it was refunded back to the zelis credit card in error. I have called a total of 5 times since June trying to get another form of payment since it was refunded back to them and they have not come up with a solution or another form of payment

  

  Business Response

  Date: 09/08/2023

  Dear ***************************,
  
  Zelis Payments has reviewed your inquiry and in partnership with the payer the payment was reissued on September 7th.  Please allow **** business days for the payment to be generated and sent.
  
  Please let us know if we can assist with anything else.  Thank you
  Zelis Payments 

• Initial Complaint

  Date:08/24/2023

  Type:Customer Service 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 started accepting Zelis Payments quite some time ago but recently when I am running the credit cards more than half of them are coming back as invalid card numbers. Its really frustrating trying to accept payments and half of them aren't valid. The expiration dates on these are October 2023 so there is no reason these should be coming back as invalid.

  

  Business Response

  Date: 08/25/2023

  Dear ***************************,
  
  Zelis Payments has been in contact with your practice and addressed your concerns.  If there is anything else that we can assist with,please let us know.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 08/28/2023

   
  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:08/21/2023

  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.

  We had an in-house ****** that retired and moved to *********** a year ago. She had login credentials, and I don't know know what the login password was that she used. Zelis is used as a third party company for payments from insurance companies. I have hundreds of dollars sitting in my account for ******************** I provided to my patients and I cannot access my funds because this company refuses to send me the link to reset my password. My staff has called them numerous times over the past month for assistance, they were told that I personally needed to call them back which I did a week ago. They refused to help me that day and said someone would send me a link to reset the password in ***** hours, that never happened. Why hasn't this company been shutdown yet? There are thousands of complaints about them. And why are health insurance carriers using them when they refuse to give access to the money that healthcare providers like myself have earned?

  

  Business Response

  Date: 08/22/2023

  Dear ***********************,
  
  Zelis Payments has made contact with your practice and provided assistance.  If there is anything else, we can assist with please let us know.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 08/22/2023

   
  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,
  
  *********************** Md

• Initial Complaint

  Date:08/17/2023

  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 called Zelis today to try and switch our method of payment to check and also set up online account access. I am the practice manager and was told they needed to talk to another decision maker and gave me his direct line - *****. We tried calling back and the call picks up but nobody says anything it is silent. We tried calling back the main line and the call was dropped after automatic recording stated they were having technical difficulties. We called back immediately on a different number and were answered right away but this person said they could not do it and they would have someone call back within 1-2 hours. Nobody called. I called back on the same number 1-2 hours later and got the automated technical difficulties and the call ends. I tried setting up online account and instead of immediately having access I got an email with a case number and have no idea when or how I will be able to get access or get in touch with anyone to make these important changes to our account.

  

  Business Response

  Date: 08/23/2023

  Dear *******************************,
  
  Thank you for sharing your feedback on your recent encounter when trying to contact our team and apologies for the technical support message that you received.  According to our records a member of your practice was recently in contact with a team member and has completed the enrollment of your account.
  
  Please let me know if we can assist with anything else.  Thank you
  Zelis Payments

• Initial Complaint

  Date:08/09/2023

  Type:Order 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'm a mental health provider who was contacted by "*******" at Zelis on July 24, 2023. I spoke with ******* on July 25, 2023 and learned Zelis had been hired to resolve an 8-month-old, unpaid claim with ***************** (Zelis' case #***-062-044). At first, ******* offered to settle this claim for 60% of the amount -- less than Anthem's previously insulting offer. (Why should providers negotiate to begin with? I charged an under-market rate and have waited eight months to be paid. I should be offered interest at this point.) When I balked at *******'s 60% offer, he quickly increased it to 90%, indicating Zelis has immense latitude to settle claims. I said, "I've gone through the wringer with Anthem already, but if you pay 95% of this claim, I will settle it." ******* indicated he would run my counteroffer by a supervisor and e-mail me the paperwork or contact me if he was unsuccessful. I never heard back from ******* and left him a follow-up message on August 2, 2023. ******* never replied. I am back to square one again with Anthem's initial foot-dragging, then MultiPlan (who gave me a few hours to respond to their "rush offer"), and now Zelis has exhibited unprofessional behavior, as well. I wish to lodge a complaint against this organization, who is the last in a long chain of companies demonstrating unethical tactics towards already-overburdened mental health professionals. We deserve better.

  

  Business Response

  Date: 08/15/2023

  Hello ******. I wanted to reach out to you and respond to your BBB complaint. I apologies that you have been going through this for so long, and that Zelis was unable to assist in closing the matter.After working with the team, the steps you outlined are indeed correct. Upon receiving your counter at 95%, the matter was addressed internally. At this point, Zelis took the appropriate action per our terms with Anthem and closed the inquiry on 7/26/2023 as unsuccessful. From this point forward, Zelis is no longer involved with the attempt to collect on the unpaid claim. The next steps are between Anthem and the Provider. ******* not responding was due to him being out of the office. We are reviewing our internal processes to ensure this communication gap doesn't happen again.

• Initial Complaint

  Date:08/07/2023

  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 provider for UMR health insurance. I received communication from the business stating that they have taken over billing payments for the insurance company and my payment was in the form of an electronic gift card. I reached out to them on 8.7.2023 to inform that the card does not work in that no bank within my city will transfer funds from the card, it cannot be used to electronically, nor can I use it at an ATM as suggested by the mailed communication as it is not a physical card. I was informed that I can opt out of this type of payment and have an electronic payment sent for a fee of 2.4% although they are already being paid by UHR to handle their claims. I informed them that I would not accept that as a resolution as they are already getting paid to pay out my claim. I was told a paper check could be issued but I was have to wait an additional 3+ weeks for payment. This is unrealistic as it already has taken that same amount of time for them to initially process my claim. I have reached out to UHR to inform them of this situation and that their members services will be placed on hold until I receive payment.

  

  Business Response

  Date: 08/08/2023

  Dear ***************************,
  
  Zelis Payments has contacted your practice and provided assistance with the payment in question. If there is anything else, we can assist with please let us know.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20432624
  
  I am rejecting this response because:

  Im August I submitted a complaint regarding this company. It was recently closed. Although they did send a check for the money owed during that incident they did not fully fix the problem. I am once again owed money by the company as they refuse to send my payment on anything other than the virtual card.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/21/2023

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

  Zelis Payments has contacted your practice, and it was determined that the virtual credit card payment you received did not come from Zelis Payments.
  

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

• Initial Complaint

  Date:07/17/2023

  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.

  Insurance companies use Zelius to as a payment clearing house. ****** sends payment via direct deposit for a fee or a virtual card for a fee. We don't want to pay a fee to receive the money we are due from the insurance company for services rendered. I was told we could receive a check from ******. I have called and spoke to many people to try to set this up and I keep getting the run around. I simply want payments from ********************** that use Zelius as their payment clearinghouse to come to us so that we are paying any fees. It shouldn't be hard to set up but I keep getting disconnected, transfered, and told they can't send paper checks. There has to be some way to get our money without paying a fee for it.

  

  Business Response

  Date: 07/24/2023

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

  Zelis Payments has reviewed your inquiry and is showing that you are already receiving checks for **********************.  The last payment that was processed was mailed out on July 18, 2023 with a check number ending in xxxx719.  
  
  Please let us know if there is anything else that we can assist with.  Thank you
  Zelis Payments

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20323249
  
  I am rejecting this response because:
  

  A representative from your office called me and I explained exactly what we were wanting.  He stated he will get with his supervisor and get back with me.  I never heard back from that representative.  We receive multiple checks directly from ********************** weekly.  UGS told us to enroll with ****** and tell you that we want a consolidate check issued as I explained to your representative when he called me.   

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

  

  Business Response

  Date: 08/02/2023

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

  Zelis Payments has reviewed your record and can confirm that you are currently receiving check payments.  Regarding your request to receive consolidated check payments, this configuration is not an option for UGS payments.

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

• Initial Complaint

  Date:07/07/2023

  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.

  In May 2023, I received a Mastercard payment for services from Zelis health care. I did not sign up for this service and requested payment for my services in the form of a check. The Zelis representative stated that I would receive a check payment in 7 to 10 days. This was the beginning of June. To date, I have not received payment and have been without pay for 45 days. I contacted customer service on several occasions and the issue is still not resolved. I am requesting immediate payment that I am entitled to for the services I have provided.

  

  Business Response

  Date: 07/13/2023

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

  Zelis Payments has made contact with your practice and assisted with resolving your outstanding inquiry. Please let us know if there is anything else we can assist with.
  

  Thank you
  Zelis Payments

• Initial Complaint

  Date:06/23/2023

  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.

  I manage a private physician's practice who has patients claims paid by ***** *************** who uses Zelis Payments for the payment processing. Zelis payments sends credit cards to process for the physician payments. More than five times in the past year Zelis failed to send the payment credit cards within the designated time window for processing causing our practice to lose the money or have to wait an exorbitant amount of time for payment. The customer service representatives have no explanation or reason. Zelis will not allow direct deposit for our account as we do not have a full time desk person to answer their verification calls. We are grateful ***** ************** is the only insurance company we accept who uses Zelis and we suggest anyone providing quality medical care not accept insurance processing thru Zelis.

  

  Business Response

  Date: 06/30/2023

  Dear ***********************,
  
  Zelis Payments has been in communication with your practice and has addressed your listed concerns. Please let us know if there is anything else we can assist with.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 07/01/2023

   
  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,
  
  ***********************