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:06/21/2023

  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.

  I opted out of Zelis payments less than a year ago. They sent me two virtual credit cards in June. I requested to convert both of them to checks and have received only one of them. Its been two weeks since I spoke with a representative about converting both cards into checks. When I called yesterday for an update, I was told they have my request but my check has not been issued. It may take another two weeks to issue the check. Not sure why they are delaying sending me the money in the preferred payment method.

  

  Business Response

  Date: 06/26/2023

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

  Zelis Payments has reviewed your record and confirmed that a check has been generated for the payment in question and is currently in the mail.  Please let us know if there is anything else we can assist with.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 06/26/2023

   
  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:06/20/2023

  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.

  I am a healthcare provider. Zelis is supposed to pay out claims for my services and does not send checks in a timely manner. I have called several times for claims that were supposed to be paid out months ago and Zelis keeps saying the checks are on the way. I still have not received a check.

  

  Business Response

  Date: 06/26/2023

  Dear *********************************,
  
  Zelis Payments has reviewed your record and confirmed that a check has been generated for the payment in question and is currently in the mail.  Please let us know if there is anything else we can assist with.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 06/28/2023

   
  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,
  
  *********************************

  Customer Answer

  Date: 06/28/2023

  Complaint:

  This is not a duplicate complaint. I recently filed a complaint and this is another regarding the same issue, but different dates of service. I am a healthcare provider and Zelis owes me money for services I provided. I have claim dates of 5/22/23, 5/26/23, 6/2/23, and 6/9/23 that Zelis says they sent checks for, but I have not received them. Each time I call Zelis they say the checks are in the mail, but they are obviously not since I have yet to receive them. I want physical paper checks, NOT a virtual credit card please. Thank you for your help with this ongoing issue with Zelis.

   

  Desired Resolution:

  I want the money that is owed to me in form of physical check. I have not been paid for the above dates of service by Zelis.

  

  Business Response

  Date: 06/29/2023

  Dear *********************************,
  
  Zelis Payments has been in communication with your practice and confirmed that Zelis does not have the funds for the dates of service provided. Please let us know if there is anything else we can assist with.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 06/29/2023

   
  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:06/09/2023

  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.

  For months our company has been trying to gain access to or Zelis company account. Our previous finance director was the admin on the account but she is no longer with the company. Each time I call Zelis, they advise someone will call use back to complete the new admin process within **** business days. No one has called. I gave my cell phone and desk phone, yet no one still calls. We are unable to access our groups ERA's or payment info for multiple insurance payers because they contract with Zelis and Zelis will not call us back to complete the process of updating our admin on file.

  

  Business Response

  Date: 06/29/2023

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

• Initial Complaint

  Date:06/01/2023

  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.

  Zelis is a third party payee service that I pay for. For unknown reasons, my account said I was locked out even though I did not enter wrong password information. The company has no way of resetting password without contacting company. Once you call, you are told someone will call you back and they cannot simply change your password with one call. They say it can take anywhere from 72 hrs- 2 weeks. In the meantime, my business has no way of tracking payments and claims received because we cannot access Eob's. This poses a huge issue but they continue to bill for the service. Also, I am a clinician and see clients back to back during daytime hours. They do not offer a time they will call so it is likely when they do call I can be in session and then pushed back to the same waiting game. This is not an efficient service and I plan to express concerns to the payers that utilize this as a third party to consider a different venue that is provider friendly.

  

  Business Response

  Date: 06/02/2023

  Dear ******** ******
  
  Zelis Payments has made contact with your practice and was
  able to resolve your access issue.  Please
  let us know if we can assist with anything else.

  Thank you
  Zelis Payments

  Customer Answer

  Date: 06/03/2023

  
  
  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:05/25/2023

  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.

  We never opted into receiving credit card payments and every time we call to opt out we are told we can only speak with the person that signed us up (although we never signed up), and it will be weeks before she calls ** back. This is unacceptable. We are being charged credit card fees without our consent. Please opt out our practice from credit card payments from both locations: **********************************************************, and ********************************************************************************, for all insurance companies. Thank you.

  

  Business Response

  Date: 05/30/2023

  Dear *************************,
  
  Thank you for contacting Zelis Payments.  Your request to update your payment method has been received and processed.  Going forward all payments will be received in the form of a check.
  
  Please let us know if there is anything else we can assist with.  Thank you
  Zelis Payments

  Customer Answer

  Date: 06/05/2023

   
  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:05/22/2023

  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.

  We terminated our Billing Company and requested to become administrator of our provider payments and remove access for S&S billing as they were termed. I started calling this company on 04/11/2023 and last follow up today 05/22/2023. They have not handled the request , no contact from this company. I have called multiple times and they fail to respond. I have emailed their leadership board today as well. I do not understand why the feel, that this is not a request to be handled timely. This is our provider Payments, we are have requested access to. They are getting paid, however we are not allowed any access. I am very confused and upset over their actions. They are regulated to take care of providers and have failed to do this at all.

  

  Business Response

  Date: 05/22/2023

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

  Zelis Payments contacted your practice on May 22nd and assisted with resolving the outstanding portal access inquiry.  Please let us know if there is anything else we can assist with.
  

  Thank you
  Zelis Payments

• Initial Complaint

  Date:05/17/2023

  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.

  ******** calls and claims of emails. Several emails sent to zelis informing them that we are not interested in their services. They say they are holding payments for us, but we are receiving them directly from the insurance companies if they have money for **, they should send as a check like others We have asked to be taken off their call list multiple times via phone and email. We are not interested in signing up with zelis. If you have funds for **, Release a check and stop calling as we have asked 10x. We are too small to pay a fee for our ******** payments and we do not accept credit cards

  

  Business Response

  Date: 05/18/2023

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

  Zelis Payments has received and processed your request to be removed from all marketing campaigns. Please let us know if there is anything additional, we can assist with.
  
  Thank you
  Zelis Payments

• Initial Complaint

  Date:05/17/2023

  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.

  We receive payments through Zelis from the insurance companies. Zelis charges ** for these services. We have tried on numerous occasions to get access to the online account for over 6 months. Zelis has horrible customer service then they can not reset passwords or restore access to the account on the phone. They lie on your face that someone will call you today, it has not happened so far. I am demanding a response from Zelis to restore our access to the online portal.Business: Arizona Infectious Disease PLLC Tax ID **********.

  

  Business Response

  Date: 05/17/2023

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

  Zelis Payments has made contact with your practice and resolved the reported portal access issues. Please let us know if there is anything else we can assist with.
  

  Thank you
  Zelis Payments

• Initial Complaint

  Date:05/11/2023

  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.

  I have been trying to get my password reset since December 2022. I call every 2-3 weeks and get the same response that a supervisor will contact me. The person answering the phone cannot reset the password a supervisor has to do it. They always say it will be in 2-5 business days for them to contact me. I have asked to speak to a supervisor or to get an email to contact them but the person on the phone cannot provide that information. The only way is for them to call me back. This is creating a hardship because I am unsure of the payments they are receiving from the insurance companies. I am on a time frame on when I can refile claims that donot pay, but I do not know which ones have payed because I am, unable tocannothe portal.

  

  Business Response

  Date: 05/12/2023

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

  Zelis Payments has connected with your practice and provided assistance with resolving your portal access.

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

  Customer Answer

  Date: 05/12/2023

   
  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.  Thank you for your help and fast response.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/17/2023

  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.

  Zelis is a 3rd party that charges providers fees in order to obtain their EOBs. Our ****** left in October 2022, and was the admin on the account. We have not been able to log in since then. We have tried to get additional log in since then, however Zelis has not been responsive. We are paying for a service that we are not receiving. They do not provide any alternate way of obtaining the EOBs, even though they are the reason we cannot access them. We have called and opened several cases over the last few months, but still have not received a resolution or a log in.

  

  Business Response

  Date: 04/18/2023

  Dear ***********************,
  
  Zelis Payments made contact with your practice on April 17th and assisted with your portal access inquiry. Please let us know if we can assist with anything else.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 04/18/2023

   
  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,
  
  ***********************