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:01/30/2023

  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 have been trying to get access to our account as we have almost 100K in payments that we cannot post because we are locked out of our account. I first contacted Zelis on 12/6/22 and submitted a request through to the email that was given to me. Several weeks later I called and checked on the progress as I had heard nothing back, I was told that they are behind in getting people access and to give them more time. In January I began calling and sending more emails, none of which were responded to. After nearly 2 months of this we still do not have access to our ERAs to know how to post the insurance payments. They have told me several times that they would have to put in a new request. I have also been told that they do not have the ability to give someone access to their own account? This issue is absolutely ridiculous and should have been fixed 6 weeks ago!!

  

  Business Response

  Date: 02/01/2023

  Dear *********************,
  
  Thank you for contacting Zelis Payments.  A member of our team contacted your practice on January 31st and was able to assist with granting access to a new administrator to your online account.
  
  Please let us know if there is anything else we can assist with.  Thank you
  Zelis Payments

  Customer Answer

  Date: 02/02/2023

   
  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:01/30/2023

  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.

  I lost access to the Zelis site where I download my explanation of payments for medical services rendered. This was due to a system problem and not user error.Each time I call I am told to expect an email within 2-3 business days. I have not yet received this email and payments are accumulating which cannot be applied to patient accounts. I have checked my spam and there is nothing there either.

  

  Business Response

  Date: 02/08/2023

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

  Zelis Payments was able to make contact with your practice on Wednesday, February 8th and resolve your account access issue.  Please let us know if we can assist with anything else.
  
  Thank you
  Zelis Payments

• Initial Complaint

  Date:01/24/2023

  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.

  We are a healthcare 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. Do they have you sign an agreement to list you as one of their providers? They are fraudulently presenting themselves to **************** companies as our approved representative and/or "clearinghouse" giving them the ability to "steal" your payments. They then make it difficult to resolve any issues because they leave you on hold or when you want to "opt out" as I read you have to do, you are disconnected. How are companies like Zelis allowed to conduct this type of business?

  

  Business Response

  Date: 01/27/2023

  Hello *******,

  Zelis Payments attempted to contact you on Friday, January 27th to provide assistance and update you on the status of your account with Zelis.  On Tuesday, January 24th a member of the Zelis team spoke with an associate at your practice and assisted with opting out your account. 

  Please let us know if we can be of further assistance.  Thank you
  Zelis Payments

• Initial Complaint

  Date:01/20/2023

  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.

  I have been locked out of my online portal in June 2022 through no fault of mine. I have been constantly contacting Zelis customer service since then to reset the password and regain access to the online portal, which is essential for my business. With any other business an issue like that would be resolved on the spot, the same day. Zelis has been giving me the round about for 7 months! I called multiple times, and the only response I got each time was that they will "escalate" the issue. They do not keep accurate records of the call log. I also contacted them via email, with no response from their part. Their lack of action has greatly affected my business. I am hoping to find an alternative and cancel their "service".

  

  Business Response

  Date: 01/23/2023

  Dear Provider,
  
  Contact initially was made with your practice on January 20th and assistance was provided to resolve the portal login issues that were being
  experienced.  As of today, January 23rd,
  Zelis has been able to confirm that portal access has been reestablished.
  
  Please let us know if there is anything additional, we can aid
  with.  Thank you.
  Zelis Payments

• Initial Complaint

  Date:01/12/2023

  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.

  Our company ************************************* was locked out of its online login account for Zelis Payments from insurances. We have tried since November 11th to get the password reset, we have spoken to multiple representatives, asked for calls back from supervisors etc. but all have been ignored and it is now January 12,2023. They continue to state someone will reach out to reset our password but they have not done so. It should not take almost 2 months to reset a password for an account login but this is impacting our revenue cycle processes. The username logins is: ********************

  

  Business Response

  Date: 01/17/2023

  Zelis Payments aided with reinstating the providers access to the portal on January 12, 2023, and have continued to monitor the portal activity and see that access has successfully been reestablished. Please let us know if there is anything else we can assist with.
  
  Thank you
  Zelis Payments

• Initial Complaint

  Date:01/03/2023

  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.

  This third party clearinghouse company is holding our money for weeks on end in a "virtual portal" which we have no ACCESS TO. WE HAVE MADE SEVERAL ATTEMPTS TO CANCEL SERVICES WITH ****** AND THEY IGNORE THESE REQUESTS AND refuse TO PROVIDE PROOF THAT THEY HAVE PROCESSED THE ****OUT. There are many complaints about the same issue. They are holding our money so they can earn interest on our funds due us.

  

  Business Response

  Date: 01/04/2023

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

  Zelis Payments contacted your practice on Tuesday, January 3rd and assisted the office manager with opting-out your accounts and converting all outstanding payments to check.  If there is anything else that Zelis can assist with, please let us know.
  

  Thank you
  Zelis Payments

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our practice billed a medical claim to *******. This claim filed to ******* was 5/31/2022. We checked the ******* website as they did give updates on the status of the claim. Fast fwd to Aug, saw claim was paid did not think to check the line items that were paid. Fast fwd to Sept. Called ******* to chk on payment b/c it had been over 3 mos. The rep then said the chk was being cut the same day I called? Was then informed by the rep that Zelis handles their claims? Rc'd EOB with ******* logo and it was partially paid. This was a clean claim also the same codes were billed in 2021 and paid by *******, so there was no reason for the denial. Called ******* thinking maybe it was a mistake. Spoke with rep at ******* and was told that ******* follows ********s guidelines and always has. ******** requires the ** modifier for code ***** and we sent a corrected claim adding that. It was still denied. Called Zelis and was told ******* is looking for a code that follows ********s guidelines, still putting it off on *******. The rep then told me I would need to do an appeal, the appeal was denied. Between this, 8/10/2022 DOS with the same codes were denied in Nov. I called Zelis explaining this is a clean claim and that I have lots of ******** claims with the same codes that were paid with no problem, what is the problem with this claim? *** the rep finally told me after I kept pushing for a reason it is missing the modifier 51. This way of coding has not been done in over 10 years, and ******** does not even follow this. I explained to the rep. *** on top of that this way of coding was only used for major surgeries, this was a minor procedure we billed. The rep then said Well this is Zelis guidelines and I told the rep well I was told that ******* was the one denying this. The rep said Zelis has their own guidelines. We do not have any contractual relationship with ******. Nor should they be determining the state of our claims to *******. A "clean claim" as defined by ******** is supposed to be paid within our contract guidelines. ******* and Zelis show us in writing the language which obligates our organization to abide by Zelis decisions

  

  Business Response

  Date: 12/28/2022

  Our specialist team has reached out and made contact with ********************* to gain a better understanding of her concerns. ********************* spent time talking with ***************************, Manager, Coding Analysts, and walked through where the miss communication occurred. We greatly appreciate ********************* taking the time to talk with our staff to ensure we fully understood the problem, understood her needs, and in due course, give us the opportunity to allow Zelis CCS to adjust our policies, procedures, and documentation to avoid this happening again. ********************* now has a direct line to ***************************, in case of any other questions of concerns that *** arise. 

  After careful review of the 2 claims in question, ********************* submitted a 3rd Corrected claim for each date and was paid, after adding the needed modifier to the claim that is required by *******.  

  Warmest Regards,

  *************************
  SVP CCS Client Experience. 

  Customer Answer

  Date: 12/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to have the company switch our payments over to paper check since July and i can't get ANY one to call me back and it has yet to be fixed. I call and talk to different people all the time and they refuse to let me talk to a supervisor or higher. No one as called me back and they continue to only put in urgent tickets for return call or email and i have still received nothing back. They are currently holding $145,000 or our money. I have direct phone numbers for people whom i can't get a call back from or to answer the phone.

  

  Business Response

  Date: 12/23/2022

  Zelis Payments contacted the practice on December 20th to assist with resolving this inquiry. All outstanding payments have since been converted to check and confirmation was made today (December 23rd) that all future payments are now being processed as check payments.
  

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

• Initial Complaint

  Date:12/07/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called ZELIS PAYMENTS many times to opt out permanently from virtual credit cards stating my preference for checks as payment. As a matter of fact, this preference is clearly stated under my tax ID number. I refuse to pay a percentage to anyone to be paid money I am owed by insurance companies and should not have to nor should I have to call to repeatedly opt out after I have already done so. Despite the fact I have opted out more times that I can count (approximately 50 times) and this is clearly noted in their records, they continue to send me virtual credit cards anyway and I am expected to call them and opt out for each and every one. I have spent up to one hour holding to opt out yet again. Last time I called ZELIS on 11/29/2022. I held for 15 minutes and was hung up on when it was my turn 3 times in a row. It took me 4 calls and being hung up on after waiting approx. 15 minutes each time to finally speak to someone. ZELIS PAYMENTS needs to honor my wishes and stop wasting my valuable time sending me these useless virtual credit cards they know I do not want. This practice is dishonest and should be illegal. Healthcare providers have more important things to do with their time than spending an hour of their day opting out of something they already opted out of 50 times or more.

  

  Business Response

  Date: 12/09/2022

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

  On December 8, 2022,Zelis contacted your practice to address and resolve your concerns.  Going forward, all future payments submitted by the payer and paid through Zelis will be in the form of a check leveraging the address supplied by the payer.  Please let Zelis Payments know if there is anything else we can assist with.  Thank you

  Customer Answer

  Date: 12/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our company has reached out to Zelis on multiple occasions beginning in September 2022 as our account was locked out, due on their end not ours. Phone calls are not returned emails are not responded to on their end. We are just trying access our account information which should never be this hard. Zelis is a third party payment company for medical/dental offices. What are they doing with the insurance company payments? Are they illegally collecting interest off of these? Something seems really suspicious about all of it. I called the final time today and was told that the person answering could not help me and someone would call back today, that was 6 hours ago.

  

  Business Response

  Date: 12/07/2022

  Good Afternoon,
  
  This provider has been taken care of and is logging back into the portal successfully.