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:04/12/2023

  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.

  Our medical practice got rid of our outsourced billing in Sept '22. The old billing set themselves up as the admin on the online portal, and are refusing to provide us with login information. I have been trying to change the online account admin to be the practice manager since Sept '22, and just like all the other complaints on BBB, we get the runaround from Zelis, saying that they're "backed up" and they've "expedited" my request at least 3 different times, and will "call within 10 business days". I don't understand why they would need to call in 10 business days...I'm on the phone with them then, but they refuse to help me. Every time time I ask what is the reason for the delay, I'm told that "another **** is handling this" , but I'm never allowed to speak with a direct person that can actually fix the problem immediately for me. I've been told today that it's being "expedited to a supervisor" but based on their history, I know that's not going to happen. In the meantime, I have no access to any of my ERAs because when I ask them to fax them to me, they only want to fax them to our old billing, who doesn't send us anything. Apparently the only way to get a result from them is to file a BBB complaint, so here I am because they jump right on fixing issues as soon as a BBB complaint is filed. I am expecting that as soon as this complaint is posted on BBB, they will call me either today or tomorrow to resolve the issue. If they were as quick to fix issues when the medical practice first calls them, they wouldn't have any complaints posted here.

  

  Business Response

  Date: 04/13/2023

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

  Zelis Payments contacted your practice on April 12th and assisted with resolving your online access. Please let us know if there is anything else we can assist with.

  Thank you
  Zelis Payments

  Customer Answer

  Date: 04/13/2023

   
  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:04/12/2023

  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.

  We are a dental providers office and have multiple claims with check payments from Zelis that are not cashable due to an error on their end with not printing the payor name on the checks. This is an ongoing issue. I contacted them immediately regarding this and over a month later I finally get some of the reissued checks only for them to have the same exact issue. I am continuing to get checks for claims that are not cashable and have yet to have the problem fixed. I try calling and get transferred multiple times and told that only ******, the payment operations specialist can help me. This is days of my time spent on this, not to mention delay in payment from the insurance company, and delay in billing to our patients. I asked to speak to a supervisor because this is unacceptable and was transferred to ****** only for her to disconnect my call after just being transferred and confirming my TID. I have other claims that I have issues with on payments coming from Zelis and have no choice in having to deal with them. I also asked them to no longer send virtual payments and that I did not want to set up direct deposit and see that this is now going to be another issue with delaying payment.

  

  Business Response

  Date: 04/19/2023

  Dear ***************************,
  
  Zelis Payments is diligently working with our partners to resolve the missing name and address configuration on the checks that have been issued for your practice.  Your request to no longer receive any form of virtual payment has also been processed.
  
  Thank you for your patience as we work towards a resolution.
  Zelis Payments

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19922346
  
  I am rejecting this response because: This is still an ongoing issue. This issue is going on almost 2 months of my time for something that should not have been an issue at all. I am still receiving checks that have no payor name on them and now Zelis is trying to talk to our bank to find out a solution when it's not a banking issue. It is clearly an issue with the check processing company, Zelis. This is causing a delay in payment processing at our office and unnecessary time that Zelis is not compensating ** for. 

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

  

  Business Response

  Date: 04/28/2023

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

  Zelis Payments continues to work to resolve your outstanding issue.  We are currently in the process of testing and are awaiting signoff approval from our partner before moving the fix into our production environment.
  
  Thank you for your patience as we work towards resolution.
  Zelis Payments

  Customer Answer

  Date: 05/19/2023

  Hello, 
  
  I did want to let you know that I am still having the same problem and it's ongoing. There has been no fix to this. 
  
  Thank you, 
  ***************************
  Office Manager
  *****************************
  ********************************************************************
  ********************************************************************
  ************

  

  Business Response

  Date: 05/25/2023

  Dear ***************************,
  
  Zelis Payments has successfully tested and implemented a change that will resolve the issue that was being experienced.  Thank you for your patience as we worked with our partner for a resolution.  Please let us know if there is anything else we can assist with.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 19922346
  
  I am rejecting this response because: I am still getting checks that have no payor name. I just got 2 within the last week. 
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/02/2023

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

  Zelis Payments has confirmed that the fix was successful and that your future payments will display the proper address information.  The first payment is currently in route to you and has a check number ending in 473.   Please let us know if we can assist with anything else.

  Thank you
  Zelis Payments

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 19922346
  
  I am rejecting this response because I just received checks with no payor name on last week. I will need to give this more time to see if this actually does change. I also am still receiving virtual credit card payments when I asked for paper checks. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/26/2023

  I received another check with the same issue, no payor name on it. 

  

  Business Response

  Date: 07/05/2023

  Dear ***************************,
  
  Thank you for bringing this to our attention.  Zelis is actively reviewing this with our partner and working towards a resolution.
  
  Thank you for your patience.
  Zelis Payments

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 19922346
  
  I am rejecting this response because: I will keep you posted if I continue to get checks that are incorrect. I am hoping to have less virtual payments now that they are aware of other TID issues as well. This is still ongoing. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/10/2023

  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.

  Around February 2022 our account was locked due to an error with the multi-factor verification system. The problem is that we use Zelis as a way to obtain payments from other insurances and we pay roughly ****% for each payment we get processed. But because the account has been locked, we haven't been able to enter payments into our patients accounts and are behind because of that. We have contacted Zelis multiple times throughout the month of March and each time they tell me someone will or is looking into it and to call in 3 days if they haven't responded. We call in 3 days and some representatives tell me they have nothing on file and will submit a ticket, and others tell me that they see that we've been calling and will escalate it to their supervisor, however still nothing has been done, we have received no email or call from anyone and we are still having this issue.I also have several reference #'s of previous calls and it doesn't seem to make a difference because they still say we haven't called. At this point we just want to be able to access all the payments that have been processing and I don't know if we want to continue using Zelis if this keeps happening, especially considering that we are charged for using this service.We expected a faster response from them to fix it and nothing is done, no update is given either and we end up in the same spot where we started. When we call they also tell us that they've received several calls from other customers and are working on resolving them but if it's taking more than a month to even receive a response back, at least and update letting us know something is being done, but that has not been the case.It seems that they really aren't doing much on their end besides submit tickets to a supervisor, they also told us because we've called multiple times they would expidite our request and it's been almost 2 weeks and we still haven't regained access.In total it's been more than a month trying to resolve this issue.

  

  Business Response

  Date: 04/10/2023

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

  Zelis Payment contacted your practice on April 10th and assisted with reestablishing access to your online account.  Please let us know if there is anything else we can assist with.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 04/10/2023

   
  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. I was contacted this morning and I received help right away, and the issue was fixed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/03/2023

  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 are a dental provider's office, we have never enrolled or signed up with Zelis payments yet multiple insurance companies continue to send virtual credit cards through Zelis for payment. It is ridiculous that we have to pay to receive payment, either credit card fees or for EFT's on services that we rendered to patients. These were the only two options given by Zelis, until I read on BBB that you have to opt out. It seems this is a scam as they take over your payments and then want to charge you to receive them. Also, initially we want their services for MetLife only, not informing us that theres was a list of insurance companies besides MetLife that we were not aware of. I called Zelis to have them only process MetLife but come to know that they use my tax ID to all the insurances they serve. Now, Im paying a % to all the insurances they work with. It does not make any financial sense. And as they were so fast to sign us in, after request of cancelling they stated it will take a long time to reverse it. And to top it off when I requested an email of confirmation of cancellation of service, they could not provide one.

  

  Business Response

  Date: 04/11/2023

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

  Zelis Payments contacted your practice on April 10th and addressed the concerns regarding the status of your account, email confirmation of cancellation and the associated transaction fee.
  
  Please let us know if there is anything additional, we can assist with.  Thank you
  Zelis Payments

• Initial Complaint

  Date:04/03/2023

  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 a credit card payment for medical services. Our practice does not accept credit card payments from insurance companies. We signed a contract with the insurance company to be paid for services at a discounted rate. To run a credit card, we would further be discounting our rates having to pay the processing fee. Zelis "generously" offers EFT instead, for an additional fee. When calling to opt out of credit card payments and to get a check sent , I was told only the "account holder" can do this. Since we did not sign up for an account with Zelis in the first place, why does my boss need to call? I have registered twice for the website with the only response being an automatic email claiming "Due to unfortunate circumstances, we are experiencing longer reply times than normal." So, they are making interest on the payments from the insurance company, while they make providers wait and wait for the monies owed to them. According to *** "health plans or their vendors are prohibited from charging fees or costs for normal telecommunications in excess of the fees they incur when they directly transmit or receive a standard transaction, according to the *** FAQ page. So my next step is to file a complaint with *** about these illegal fee practices.

  

  Business Response

  Date: 04/10/2023

  Dear ***********************,
  
  Your record has been reviewed and confirmed to be in an opted-out status.  All payments that Zelis processes on behalf of the insurance company will be sent via check on a go forward basis.  In reviewing your record there were a few outstanding virtual credit cards that have manually been converted to check and are in the process of being reissued to your practice.
  
  Zelis continues to maintain a CAQH CORE Phase III Certification which means that we have demonstrated that our products and systems are operating in conformance with the *** & ERA Operating Rules mandated by the federal government. We also work diligently to maintain a positive working relationship with CMS.
  
  We keep a close watch on CMS actions and guidance and there are no laws, regulations,or guidance against charging fees for *** payments. In October 2017, CMS published some FAQs regarding *** payments; however, those FAQs have since been withdrawn. CMS has communicated that the FAQs were informational only, and [they] did not establish any new standards, mandates or prohibitions. CMS has said that it is giving further consideration to its guidance on *** payments.
  
  Please let us know if there is anything else we can assist with. Thank you
  Zelis Payments

  Customer Answer

  Date: 04/12/2023

   
  Better Business Bureau:
  
  While I have reviewed the response made by the business in reference to complaint ID ********, why does it take a complaint to the BBB to resolve this?

  I still have not received a response from website registration that was submitted on 3/28/23.

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

• Initial Complaint

  Date:02/24/2023

  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.

  I am a healthcare provider, and some insurance companies, namely ********** **** have started to pay their members claims with a virtual credit card instead of sending a check. I have been receiving these payments from Zelis. These payments then cost me approximately 3% to process through my merchant processor. I have messaged Zelis on their website requesting to receive payment in a different manner. After receiving no response for weeks, I called Zelis. I was told the department that handled this was closed for the day (during business hours), but that they would have a representative contact me to make this change so that I could start receiving checks instead of virtual credit cards. It's been over a month, and no one has contacted me.

  

  Business Response

  Date: 02/27/2023

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

  
  On February 24, 2023, Zelis was in communication with you and aided with your inquiry.  All future payments will be sent via check per your request.  Please let us know if there is anything else that we can assist with.

  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 02/27/2023

   
  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:02/23/2023

  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.

  In October of 2022, the provider portal for Zelis would not let me log into the account without answering the security questions. I did not have those, since they were set by the previous employee who was no longer with our office. I contacted Zelis to remove the administrator and place myself as the the administrator. They stated they would submit a form to have all of this updated. I called back in November to not only check the status, but to also get the ERAs faxed to our office, since the balances were adding up in the patient's accounts. I was told they did not show any form and they would need to resubmit the form. I would hear back into two weeks either by phone or email. I was also given a reference number for the call. I called back in three weeks with the reference number, but was told the reference number didn't have anything to do with the reason I was calling. They needed to resubmit the form once again to change the administrator. I was told it would take 2 weeks to hear from someone. When I called back in December to have the ERAs faxed over once again, I did not bother to request an update on the status of the form. I called in January to check on the status, figuring the issue may have been resolved after the holidays. I was told that a form would need to be submitted to change the administrator. I was also told that the ERAs could not be faxed, but I would need to send an email to request them. I sent the email the same day. I did not receive an email.. When I called the last time, I was told that once again a form would need to be submitted to change the administrator. When I told them that this had already been done numerous time, I was told that they could see where I had called multiple times, but could not tell me anything about the form. I was once again given a reference number, for what I don't know. At this point, I would just really like to log into the account to get the ERAs since I can't seem to get them faxed or emailed. Frustrating

  

  Business Response

  Date: 02/27/2023

  Dear ***************************************,
  
  On February 24, 2023, Zelis was able to connect with your practice and resolve the outstanding inquiry. Please let us know if there is anything else that we can assist with.
  
  Thank you
  Zelis Payments

• Initial Complaint

  Date:02/16/2023

  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.

  Around August of 2022 our account was locked due to an update in their system and they informed us that this has happened to many of their customers accounts to no fault of their own and they are working on getting things fixed. Since then I have called numerous times and keep being told the same thing, "we have submitted a ticket to escalate the problem and someone will call you in **** days". To date I have never received any calls and I have called over and over to get this resolved. I have attempted to create a new account and since this is a company that handles payments to providers from insurance, the accounts are tied to the tax id of the account holder and they say to log into the locked account to approve the new user account request. We need access ASAP to be able to identify payments received and apply them to the appropriate account in our system. I should not have to make a phone call every time we receive a payment to wait for a fax of who it is for. This is costing our business financial stress having to direct unnecessary time and resources to something as simple as granting access to our account that was locked due to issues within Zellis and not of our own making.

  

  Business Response

  Date: 02/23/2023

  Dear *******************,
  
  Zelis Payments was able to connect with your practice on February 22, 2023 and assist with resolving this inquiry.  Please let us know if there is any additional that we can help with.

  Thank you
  Zelis Payments

  Customer Answer

  Date: 02/24/2023

   
  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:02/16/2023

  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.

  Company switched to ACH payments for insurance claims in my account on 11/14. Initial processing to access portal was begun on 11/14/2022. Told an email would be sent in 10 business days for instructions to access portal. 1/5/2023: No access no email still unable to access claums. 1/26/2023: same 2/9/2023: still unable to access portal. Told by supervisor she would expedite with internal department to get portal access and would be called back within 24h. No call ever received. Still no access. 2/16/2023: Told by customer service that the request for access is in the computer and an internal department has to help me to gain access but unable to give me contact info I have a business to run and I cannot collect money from patients or update my accounting for 2022/2023 without being able to access claims in the portal. No one seems to be able to help me. I cannot access the portal. **************** is pointless. And I have been waiting for months for help and no one can help. I just want this resolved.

  

  Business Response

  Date: 02/17/2023

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

  On Thursday, February 16, 2023, Zelis contacted your practice and assisted with resolving your inquiry.  Should you need anything additional please let us know.

  Thank you
  Zelis Payments

• Initial Complaint

  Date:02/01/2023

  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.

  I contacted Zelis Payments in October to enroll in direct deposit for all incoming claims. I was previously enrolled in VRA/ direct deposit but switched banks and thus needed to update my new bank account information. I was informed that they would do "test deposits" and that the process should take no more than 2 weeks. This seemed appropriate and at the time, I wasn't concerned because paper checks were to be mailed in the meantime. I knew I would also be moving locations in December but never imagined this would take months to be resolved. I moved offices and despite calling Zelis nearly weekly for updates, the direct deposit enrollment was never completed. I have now moved offices and have to check with the old Landlord because they continue to send paper checks rather than completing the direct deposit enrollment. I also find it frustrating that the representatives I've spoken to can never give me an answer about what the issue is. They also refuse to connect me with someone who can manage things, and instead say the department is elsewhere and I should wait for them to call me. I have never once received a call from anyone trying to verify my bank information. I have been told twice by representatives that the issue has been escalated, and still nothing. As a business owner, I hate to even file a complaint, but feel I have no other course of action to have this resolved. I simply want all claims to be deposited into my bank account rather than receiving paper checks to an address that no longer houses my business.

  

  Business Response

  Date: 02/02/2023

  Dear *****************************,
  
  A member of the Zelis Payments team was able to successfully contact your practice on February 2nd and assist with updating your bank account.  Going forward all new payments should be direct deposited into your new bank account.
  
  Please let us know if we can provide additional assistance.  Thank you
  Zelis Payments

  Customer Answer

  Date: 02/03/2023

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