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Business Profile

Payment Processing Services

Zelis Payments, LLC

Complaints

This profile includes complaints for Zelis Payments, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 96 total complaints in the last 3 years.
    • 24 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/21/2022

      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.
      As with many of the other people who have complained about Zelis, I have the same issue. I am a solo mental health care provider. I have not been paid from Zelis in the last two months. Apparently, they have been sending letters with the option to be paid via credit card, which 1. There is no way to sign up, even if I wanted to, which I DO NOT and did not agree to. They never send me an activation code via email to set up direct deposit in my account. So, like everyone else they are trying to charge people to pay them for services we are owed. This is not ethical business practices. 2. Since they did not notify me by email or mail that they have changed their payment processing, some of my scheduled "payments" on the e-card, I did not agree to have expired. I'm not sure how any of this is legal let alone ethical. A few months back I returned a call from their department about a claim. I left 3 messages and never received a phone call back. I have tried to call them a few times last week and just sit on hold forever. No one ever actually answers. As of right now they owe me over $500. I tried to register online for direct payments, and once again I need a verification number, they never sent me. After reading some of the other complaints I see that this is probably the first step in another process of them delaying the process once and if they actually send a verification code. I will also be filing a complaint with the District Attorney and the health care commission which I would encourage other people to do as well.

      Business Response

      Date: 11/23/2022

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

      A member of the Zelis Payments team has attempted to contact you via phone on November 21st and 22nd to address any questions or concerns regarding your payments. To avoid any additional funding delays, your outstanding virtual credit card payments have been cancelled and converted to checks and are in the process of being mailed out to the address associated with the payment.  I have also confirmed that all future payments submitted to Zelis from the payer will be sent out as a check payment.

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

    • Initial Complaint

      Date:11/21/2022

      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 am a behavioral health provider. I received a letter from Zelis stating a claim for services that I filed with a patient's insurance carrier was paid but I would need to register with Zelis in order to receive my payment via a "virtual Mastercard". The process outlined on the letter appeared straightforward so I went online to register and complete the payment process. After completing the online registration form on their website, I received an automated response congratulating me for "requesting a registration code" and promising that I would receive my code in "no more than 2 business days but many times, in the same day". I also received an automated email stating "Due to unfortunate circumstances, we are experiencing longer reply times than normal. We will review your request and reply at our earliest convenience. If immediate assistance is required, please feel free to contact our call center at ***********". So, I waited. Nothing. It has been far more than two business days since I attempted to register, so I called the "customer service" number provided on the letter and the email I received. After having my eardrums nearly ruptured by the obnoxious hold music for 30 minutes, the music finally ceased and became silence. I repeatedly said "hello?" and attempted to engage with the person on the other end whom I could hear breathing along with other background noise. At the 48 minute ***** the "customer service" agent hung up on me. This is my first (and hopefully last) time dealing with this company, but I would expect any organization/individual within the healthcare industry to be more professional and responsive.

      Business Response

      Date: 11/22/2022

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

      Thank you for contacting Zelis Payments.  Our records show that on November 18th a request was submitted and received requesting access to our portal.  On November 21st Zelis acknowledged your case via email providing a status update on your access request and shared that access is only granted to providers enrolled in the Zelis Network.  That same day a conversation was had with one of our Provider Enrollment Advisors regarding the different payment modalities that Zelis offers. 

      I do apologize for the length of hold time that you experienced when contacting Zelis on November 18th and any audio difficulties that *** have occurred on our end.

      Please let us know if you need future assistance.  Thank you
      Zelis Payments 

      Customer Answer

      Date: 11/22/2022

       
      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:11/09/2022

      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.
      Initiated assistance with Zelis payments on 07/21/22 to get our admin changed on our portal so we could access the system. It is now 11/8/22 and this issue has yet to be resolved. I have called over 20 times and sent multiple emails trying to get this resolved and never receive a response. When I call in, I can only speak with the "payments customer service" department and I'm told this is an "IT issue" and IT will have to reach out to me; yet they never do. On my most recent call, I was told by the payments customer service rep that they don't have any access to the IT team aside from sending them a message.

      Business Response

      Date: 11/10/2022

      ***********************, 

      I reviewed your account with Zelis' Technical Support Team and they did confirm your account was linked to larger issue impacting more than one client. I apologize for the delay and the inconvenience. It appears Zelis was able to resolve the issue with you on 11/08/2022 at 03:05 PM. If you continue to experience issues, please let me know. 

      Regards, 

      Zelis Payments

      Customer Answer

      Date: 11/11/2022

       
      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:11/02/2022

      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.
      This company is holding my $1900.00 payment and denying escalation to management/supervisors, They are providing incorrect information regarding my payment , ignoring multiple emails and requests to speak with management over the last 3 months There is no way to reach anyone other than the call agent at the customer service line. I have spoken with ******* multiple times, the same person. The agent puts me on hold and comes back saying she doesn't know anything but will send an email out. She tells me incorrect information just to get off the phone. I've been told she will email customer services and MAYBE someone will get back with me. There is no way to speak with anyone to escalate except for ******, who I spoke with once after insisting on speaking with a person. She falsely assured she would followup with my payment to make sure it's posted. She have not . I've been told there is no way to escalate an issue. The agent can only email and hope its responded to. I believe someone is purposely holding my funds, providing false information and delaying my payment or fraudulent company. This company has no one to address this matter with by phone. Just blindly email customer support with hardly no follow up. No resolution in 3 months of not receiving a payment. The payment was said to have first sent ACH, that was unsuccessful, then mailed out. I was told it would take 3 weeks. I waited 30 days, contacted Zelis and was told they would reissue a ACH again. I have yet to receive my payment or speak with a professional other than someone name ******, who's a lead once. I asked for a manager or supervisor. I am being told by ******* this the one and only person who can help. But she is not. Fake information and dates are being told to me in regards to expecting ***** have faced hardships due to not receiving my payment. I want my payment deposited in my account. I want to speak with a professional at a supervisor level regarding the treatment I am receiving

      Business Response

      Date: 11/08/2022

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

      Thank you for contacting Zelis Payments.  Your account has been reviewed and per a request received on November 3rd the funds in question were reversed to the payer in question. A follow-up message was left today, November 8th, confirming that this request had been facilitated. 

      Please let us know if there is anything additional.  Thank you
      Zelis Payments

    • Initial Complaint

      Date:10/27/2022

      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 am a dentist owner of a large dental practice in *********, **. We have been participating provider with ************************* for the past 20 years, and a significant number of our patients have Metlife. In July, Metlife outsourced processing payments and ERA's to Zelis. Since then, our office has experienced a great deal of hardship. Initially, we had trouble getting connected to ACH and receiving our payments. After a few weeks and multiple phone calls to Zelis, this problem was resolved. However, we have not been receiving our ERA's through our dental software. We have to physically download and scan each EOB into the patient's electronic charts. Zelis claimes that they have been sending these files, but our software company (Eaglesoft) and the clearing house informed us that they have not been receiving them. My staff and I have made more than 50 phone calls to Zelis, and each time, we have been promised for our case to be escalated to a department that can resolve this issue. However, it has been three months and still no resolution. Zelis should not have taken such a monumental task if they were not ready to handle it.

      Business Response

      Date: 11/01/2022

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

      Thank you for contacting Zelis Payments.  A member of the Zelis team has made contact with your office and addressed your ************ issue. 
      Please let us know if there is any additional outstanding that we can provide assistance with.

      Thank you
      Zelis Payments

       

      Customer Answer

      Date: 11/01/2022

       
      Complaint: 18322015

      I am rejecting this response because:

      Although I was told that the problem is fixed still I am not getting the ERAs. They told me it may take 3 to 5 days. I will believe it when I see it.

      Sincerely,

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

      Business Response

      Date: 11/08/2022

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

      Thank you for your feedback.  The Zelis EDI Team has confirmed that 835s are being sent to your elected clearinghouse.  Zelis has engaged with the clearinghouse and is actively working to confirm that files are being received and handled properly.  We will continue to monitor and provide timely updates to your practice.  

      Thank you
      Zelis Payments

      Customer Answer

      Date: 11/09/2022

       
      Complaint: 18322015

      I am rejecting this response because: I still am not receiving the ERAs despite Zelis telling me that everything is going through. My situation has not changed since I made this complaint!

      Sincerely,

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

      Business Response

      Date: 11/22/2022

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

      A member of the Zelis ****************** Team has remained in contact with your office to resolve the 835-delivery issue that you are currently experiencing.  As of November 17th, Zelis confirmed that the 835s were sent to your clearinghouse and received by November 19th. Also, Zelis has confirmed that on November 21st at 2:06 pm another batch weas sent and should be received no later than November 23rd. 

      The Zelis Account Manager continues to monitor your files daily and is having regular check-ins with your office.  Zelis will continue to do this through November 28th to confirm that the files are continuing to be received on a consistent basis.

      Thank you again for contacting Zelis Payments and allowing us to research and resolve the file delivery delays that your office was experiencing.

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

    • Initial Complaint

      Date:10/21/2022

      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 am a behavioral health care provider contracted with ***************************, who uses Zelis/Epayment Center as their electronic funds transfer partner. I have been endeavoring to set up EFT since August 1st. It is now October 20th and I am still being told that my verification has not been completed, even though I completed verification and provided bank account information multiple times, including most recently on September 16th, when I was repeatedly assured (by *****, who was helpful) that I was verified. Every rep I have spoken with tells me they need to have their "verifications specialist" complete verification, but he is never in the office. They tell me that he has "repeatedly tried to contact me", but I have records of all incoming phone calls and he has never once contacted me, by phone or email. Their lack of follow up and blatant false information has been costing me and my practice money, and hurting my relationship with the insurer. I am happy to provide a record of my interactions and lack of follow up with this company and their reps, but I have run out of characters to provide this in full.

      Business Response

      Date: 10/27/2022

      Hello *************************************, 

      Zelis reached out and spoke to you on 10/26/22. Your account information was verified and your ACH enrollment is complete. Please let us know if you need further assistance. 

      Regards, 

      Zelis Payments

       

    • Initial Complaint

      Date:10/19/2022

      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.
      Zelis needs to STOP stealing my already limited medical visit payments ! ASAP!! I will report each payment Zelis has illegally obtained from my practice to each insurance company ! We have spoke with Zelis mutltiple times, but keep receiving unauthorized, negotiated checks and virtual payments. Payments need to come directly from the insurance carrier!

      Business Response

      Date: 10/24/2022

      Hello **************,

      We have received and actioned your request.

      Please contact your payer if you do not agree with a previous claim payment amount that you received by check. 

      Checks and remittance are printed and delivered as instructed by the carrier. 

      Respectfully, Zelis

    • Initial Complaint

      Date:10/19/2022

      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.
      I am a provider at a sole-proprietor mental health practice . An insurance company who I am contracted with started using Zelis payments for provided services, and I have struggled to be paid ever since. I was authorized to be paid by the insurance company on July 10. It is October and I still haven't been paid, in spite of many phone calls. I am constantly told I will be put in touch with someone who can get to the bottom of the delay, and am never called back. They said they sent a check, but it never arrived. At this point, Zelis has thousands of dollars in my payments for services that they have not paid me, and that I require to effectively run my business. Zelis has been completely ineffective and uncommunicative. I have not been contacted once about this issue, in spite of ***** phone calls I have made to them to resolve this matter.

      Business Response

      Date: 10/21/2022

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

      Your issue was escalated. Our records indicate a Zelis associate reached out to you and your ACH enrollment has been completed. All past and future payments will be processed via ACH. 

      Regards, 

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

      Customer Answer

      Date: 10/21/2022

       
      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:10/11/2022

      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.
      Unfortunately, it appears filing a complaint with the BBB is the only way to opt out of these virtual cards. You will wait on hold for over an hour - our staff has done this more times than our payroll can allow - sadly it is usually for an $18.00 check. No option to opt out online - you have to actually sit on hold in their que. Then their representative rudely gives you push back for wanting out of the cards. IF you want to get EFT, there are fees with this as well (almost equivalent to CC Merchant fees) - which is not disclosed until you have completed a crapload of data entry for their enrollment documents. We want a paper check mailed to us. Period. Why do they make this so miserable? Hopefully the receive enough complaints to make a more streamlined option. They should take a ****** from ECHO QuicRemit - easy opt out online and takes 30 seconds. These insurance carriers have no clue how poorly Zelis reflects upon the insurance carrier.

      Business Response

      Date: 10/14/2022

      Poppy,

      Thank you for contacting Zelis Payments.  Your request to opt-out your account ending in **** has been processed.  Your account has also been flagged and you will not longer received virtual credit card payments.  Please let us know if you have any additional questions.

      Thank you
      Zelis Payments

      Customer Answer

      Date: 10/21/2022

       
      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,

      Poppy ******
    • Initial Complaint

      Date:09/23/2022

      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.
      We use are a dental office & use Zelis payment portal for some of our providers payments. I have contacted Zelis three times & also sent an email. The first contact was on 9/13/2022 because I have been unable to access the portal or unable to reset my password. I was told someone would contact me between 5-7 days to help with my issue. My second phone call was 9/19/22 & an email was also sent requesting help. My third call was today because I have yet to get a phone call or email response to my issue. If I cant have access to the portal I'm unable to do my job.

      Business Response

      Date: 09/27/2022

      *******************, Upon receipt of your complaint, an escalation request was sent to the proper department. Our records indicate that your issue was resolved and your account has been updated. Please let us know if you require further assistance. Thank you. 

      Customer Answer

      Date: 10/03/2022

       
      Complaint: 18062302

      I am rejecting this response because: although I received a call from Zelis, my issue is still not resolved. I am still unable to log onto the portal for payments. I was told another department would have to help me fix the issue. I am currently waiting to hear from that department. 

      Sincerely,

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

      Business Response

      Date: 10/05/2022

      *******************, I escalated your issue with our technical support team and I received confirmation today that your password has been reset. They also advised that your office confirmed that they can login, have access to the data they require and that everything is working as intended. Thank you, ***********************************

      Customer Answer

      Date: 10/06/2022

       
      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,

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

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