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:03/13/2025

  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 phone system has been updated, and I'm no longer able to get the *** code that used to ring at my desk. I called the customer service line provided *************) but that number is out of service. I tried to call the customer support line on faxed payment confirmations *************) but this number is also out-of-service. I have sent three emails to the customer support email address provided ****************************************** but have not received a response. I tried ALL the phone numbers listed on their website: ************ ************ ************ ************ ************ ************ ************ NONE of them were in service. I am just trying to speak to someone so we can regain access to our online portal.

  

  Business Response

  Date: 03/21/2025

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

  Zelis Payments has reviewed your online access and reached out to offer assistance. It has been confirmed that all Zelis phone numbers are operational, and the telephony issue is internal to your practice. Additionally, Zelis has made two more outreach attempts to facilitate the necessary administrative changes for establishing your online access. Please ensure that our outreach efforts are acknowledged so we can assist in completing the updates.

  Thank you
  Zelis Payments

• Initial Complaint

  Date:01/30/2025

  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.

  We are a mental health office. We have attempted to opt out of having our payments come thru Zellis via credit card. Last October called and we were assured we would only be sent paper checks. Now I called again today to ************ and was connected to an initial promotional free gift card staff which pitched "thank you for calling, today you are entitled to a gift card for $100 ...", and no other option allowed any further access to the Zelis website. This slick SCAM has stolen this phone number and pulls limited information before staff realized the this was NOT ZELIS. Upon realizing this crime progress, they hung up on us. We closed this account, and will take maybe ten hours to re-establish links for receiving payments from a dozen insurers. Call alternate number to Zelis Payments, the staff had no clue that this was ongoing, and hopefully will act to pull this public listing. Called CEO office and left message. I do not understand why they continue to send us cards and allow public posting to be linked to criminal activity! ZELIS this failure to maintain your accuracy online is more than misleading; this is professional neglect, and likely subject to litigation."Please confirm receipt of this email ASAP! Please have your corporate office call ****!"

  

  Business Response

  Date: 02/07/2025

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

  Thank you for bringing this to our attention. Zelis has attempted to contact you by phone and has also exchanged emails with you regarding this matter. As you communicated, the phone number you called is no longer associated with Zelis, and our records have been updated accordingly.

  Zelis Payments

• Initial Complaint

  Date:01/21/2025

  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.

  Zelis has done this to me with numerous insurance companies. I will focus on the one I just received from Horizon, however am in the process of attempting to collect back thoousands from ************* as well. Zelis is a middle-man company who the insurance companies send claims to, in order to negotiate them with the provider. The prpvider must agree to the negotiation that Zelis offers. We have not received ONE offer from Zelis, however we noticed that our payments are being reduced. We contacted the insurance companies, and on the one I am specidfically complaining about it says "Zelis" directly on the ***. I DID NOT AGREE TO A NEGOTIATION WITH ZELIS. WHEN CALLING THEM TO QUESTION THE CLAIMS, THEY CLAIM THEY DO NOT HAVE ANY OF OUR CLAIMS IN THEIR SYSTEM. THEY ARE LYING!!! Now I am receiving less money for psychotherapy services I provide because Zelisis communicating back to the insurances that I agreed to these negotiations, when they have not even presented them to me. I am not paying them. They are lying and saying I negotiated with them, therefore I am losing money on my payments from the insurance companies by a significant amount.

  

  Business Response

  Date: 01/28/2025

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

  We have attempted to connect with you, however we have not had a response to date [1/27/2025]. Our team would like to discuss with you the outstanding BBB complaint and explain the process in how Zelis is utilized. 

  Regards.

• Initial Complaint

  Date:01/17/2025

  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.

  We are a dental office. We have opted out of having our payments come thru Zellis via credit card. Last year we started getting these cards as payment again. We have called again to stop these. We were assured we would only be sent paper checks. Now we have a payment from a month ago missing that again was sent thru Zellis and they say they can not reissue the payment until it has been missing 60 days. This is a large bulk payment. I realize that they WILL reissue it but I do not understand why it takes this long when they can see the money has not been received. And I do not understand why they continue to send us cards which cost us money to process.

  Customer Answer

  Date: 01/23/2025

   
  Better Business Bureau:
  
  complaint # ******** has been resolved thru our company and *******
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/14/2024

  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 was overcharged for 2 visits to the dentist. I foud out that my insurance sent the check for the payment a month ago and did not know why the dentist has not issued me my refund. The dentist then admitted to having a third party called Zelis in which the payent from my insurance got sent to. The dentist said they could not issue me my refund until Zelis sent them the money. Zelis said they can not discuss anything with me so what am I suppose to do since the money was sent to Zelis a long time ago and the are just holding it not giving it to the dentsit so I can get the money I was overcharged for. Zelis needs to tell me or the dentist when the funds will be released!

  

  Business Response

  Date: 11/21/2024

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

  A member of the Zelis team has been attempting to collect contact information from you for your dentist so that we can provide assistance.  Can you please provide your dentist's name and phone number so that we can work with them towards a resolution.

  Thank you
  Zelis Payments 

• Initial Complaint

  Date:11/06/2024

  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.

  Date of Transactions: 09/23/2024 Amount Paid: $596.96 The business is suppose to pay up to the reimbursement rates for the services rendered, however they drastically underpaid for the ambulance.The nature of the dispute is they are not even paying close to what ******** allows which is causing me, the patient, to have to pick up what they are refusing to pay due to their low reimbursement and effort. They have been given two months to call and work on this, yet 0 calls have been made to negotiate with the ambulance provider despite ***** giving me multiple reference numbers in which they provided Zelis with the information about being balance billed.The business has not tried to resolve the issue at all because it has been pending for two months, leaving me hanging in the wind and trying to stick me with a $3.8K bill.The issue does not involve advertising.

  

  Business Response

  Date: 11/14/2024

  Good afternoon,

   

  To whom it may concern, we have reviewed the patients claim and have resolved the matter regarding the service with ******* EMS Transportation with a bill charge of $4,433.68. This claim's discount was reversed in our system and resubmitted to the provider on October 25. I spoke with **** in the Puckett County Ambulance billing department to confirm they have received this update. **** confirmed they received the updated EOB as of 11/13 and the additional payment is to be processed on 11/15, with that being said she did state that it can take a week to fully process and show in their system. This claim has now been resolved and the patient will be notified via phone call from Zelis.

  In regards to the initial ambulance claim with *****************, we can not address this issue. This was priced by Cigna and Cigna will have to be contacted for this particular claim. The patient will also be notified of this by phone from a Zelis representative.

   

  Thank you,

  Addison Clock

  Zelis Healthcare 

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22521849
  
  I am rejecting this response because:  I contacted ******* today and then tried to call Zelis but was on hold and could not get through to anyone to advise that the ambulance is still balance billing me for more than the coinsurance amount, they are saying I owe $861.80.  I was advised by the person I spoke to on the phone to reach out to Zelis if they tried balance billing again, which I did, but ended up having to go through Cigna again who sent it back to Zelis (Which never netted a response prior to this complaint, supposedly they sent it back for 'reprocessing' 3 different times.)  Really wish a contact number had been provided in the event because the general number does not work so no way to contact anyone directly in regards to this matter to advise on the matter.  The person who I did speak to was polite and they did pay more, but still being charged more and no way to contact them.  I have both GERD and anxiety, which the stress of this pingponging is not helping as both conditions ping pong off each other when I am having to do the leg work between the two parties, really three if you count having to talk to Cigna which is based in ******
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/27/2024

  Good afternoon ******,

  Just following up on our recent phone call. I spoke with ****************** and they stated they did reprocess that claim payment of $3,915.00 on November 15, 2024. Based on ******* EMS, the remaining balance is coinsurance at $343 and $516.68 out of pocket. Due to the remaining balance being coinsurance and out of pocket, we recommend following up with Cigna on this matter as Zelis does not handle this piece for Cigna.

  As always, please give me a call if you have any additional questions at that phone number I provided. It is a direct line. We will be closed Thursday and Friday for the Thanksgiving holiday but I will be happy to respond to any voicemails upon my return. 

  We hope you have a wonderful Thanksgiving!

  Regards,

  Addison with Zelis Healthcare

• Initial Complaint

  Date:10/25/2024

  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'm healthcare provider and In the last two days we started seeing on ******* website that our claims have been processed by Zelis. I have not authorized Zelis for processing or paymetns on our claims . Our Claims with ******* since 2016 have always been processed by direct deposit directly through ******* via WEB EFT. As per New York State Laws, I do not authorize Zelis or any third party company to access, process or payments to our claims nor authorize Zelis to access our patients information. I already requested ******* to reprocess the claims and I request Zelis to Immediately stop accessing, processing paying our claims and inform ******* of any claims that needs to be reprocessed and paid directly from *******. See references Provider ID: ********* Date of Service 10/22/2024 File Ref. Number: ********** 99 Date of Service 10/23/2024 File Ref. Number: ********** 99 Date of Service 10/23/2024 File Ref. Number: ********** 99 Date of Service 10/24/2023 File Ref. Number: ********** 99

  

  Business Response

  Date: 10/30/2024

  Homam *****, 

  A member of management contacted your office and explained why MetLife payments were being handled by Zelis Payments. At your request, we have changed the payment modality for those payments. As discussed, your remaining payments will continued to be handled electronically by Zelis Payments. 

  Regards, 

  Zelis Payments

   

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22474339
  
  I am rejecting this response because: I spoke with ******* on 10/28/2024 That is NOT what we discussed on the call. We have the phone call with Zelis recorded.

  We asked Zelis to STOP ALL FUTURE PAYMENT BY ZELIS FROM *******. And to preprocess the unauthorized one referenced in this complaint.  I DO NOT AUTHORIZED ZELIS TO PROCESS ANY FUTURE PAYMENT FOR ANY OF OUR PATIENTS FROM METLIFE. 
  
  Sincerely,
  
  Homam *****

  

  Business Response

  Date: 10/30/2024

  Homam *****, 

  I apologize for any confusion with the last response. I did confirm with ************************* that you have been excluded from receiving MetLife payments from Zelis Payments.

  Your account is still enrolled to receive electronic payments from the other Payers within the Zelis Payments' network. 

  Please let us know if you have any other concerns. 

  Regards, 

  Zelis Payments

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22474339
  
  I am rejecting this response because: Zelis still without authorization continue to process our payments for Metlife.  Last one DOS yesterday 11/05/2024. 
  
  Sincerely,
  
  Homam *****

  

  Business Response

  Date: 11/15/2024

  Homam *****,
  
  Thank you for your patience. One of our ************** Supervisors spoke to you and discussed how you would like to be enrolled in MetLifes ePayment Center. The enrollment request is in progress at this time. The **************s Supervisor has confirmed a follow call with you for Monday, 11/18/24.
  
  Our management team will continue to monitor your account to ensure your MetLife payments are routed through the ePayment Center account.
  
  Thank you,
  
  Zelis Payments
  

• Initial Complaint

  Date:10/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Reported a change in credentials and as mentioned in the notification email I immediately contacted Zelis and informed them about it.I was Asked to send in an email with an attachment on company letterhead requesting change(restoration) of the account.After notifying them I waited for a month or may be 2 months Only to find out there has been no movement and everything was going on even after notifying An employee had changed credentials and the bank account where deposits are made ***** when I initially enrolled I was asked to provide a Voided check for verification and that has not been done, and if it has been done then the verification would have failed.The new account I assume is a personal checking account and with a different name .After waiting for a while (2months) I noticed we have not been receiving any payments so I called up the Zelis Support and the account was active and working normally I have been following up on the case on daily basis only to be told that you matter is under investigation.There was a *** assigned who said she would be the point of contact and she is now working on resolution, after a few diligent follow up on calls and emails.I WAS TOLD NOT TO CALL AGAIN EVERYDAY(BECAUSE THERE WAS NO REPLY FOR THE EMAILS SENT) AND THERE IS NO OTHER WAY TO GET IN TOUCH THIS I WAS TOLD BY A ******** and ******** not to follow updaily fory account And today was not different.I would like to speak to someone who is able to make decisions, accountable and responsible who can take ownership and Deliver a Simple thing.Please Restore my account.

  

  Business Response

  Date: 10/22/2024

  *** ****,
  
  Zelis Payments has reviewed your account history.  At this time, we are unable to restore portal access or deliver payments electronically to this account.
  
  As discussed, we have updated your payment delivery method to paper check. The checks will be mailed to the address indicated on the explanation of payment.
  
  Regards,
  
  Zelis Payments

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22435857
  
  I am rejecting this response because:

  Zelis *********** is responsible to verify the legitimacy of change of account details.

  Zelis was informed of the change of information as soon as the email notification was received I was told to provide a letter requesting on the company letter head which was done how ever zelis ignored emails and is liable for damages and loss of revenue by depositing payments in the checking account was of business or personal 

  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 11/06/2024

  *** ****,
  
  Zelis Payments has spoken to you on several occasions about your account access and notified you that check payments would be sent to the address indicated on the explanation of payment. We understand that you have concerns regarding the status of your account. After carefully reviewing the account history and adhering to internal company policies, we regret to inform you that the decision to remove portal access and suspend electronic payments will remain in effect. 
  
  Regards,
  Zelis Payments

• Initial Complaint

  Date:10/13/2024

  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.

  Worst company I have ever worked with. As a provider we are forced into using this direct deposit service by insurances or we have to wait additional processing time for physical checks. I first began having issues with Zelis months ago for one insurer (Allegiance). After being "unable to update our address" we were directed to this company to receive direct deposits. Mysteriously our address couldn't be updated, so we had to utilize a service that charges us to get paid ($3-5 a claim). Which is insane in and of itself. As others have noted, they market a reduced rate if you call, but make it impossible to sign up this way because they take weeks to call back/send all the necessary paperwork. Basically force you into signing up utilizing the option with the higher fee. After months of complaints I finally was able to resolve this. Luckily it was only a small insurance. Now, we have a larger insurer contracting with them. Simply put, a nightmare. This insurer, Carefirst Administrators, marketed in April they would be switching to them following the Change Healthcare hack when they ceased direct deposit. Zelis maintains that they never signed an agreement and that was sent out prematurely. Over 6 months, I've been told different information from each company, becoming a gopher between two billion dollar companies. The last information I was given by Zelis was that direct deposit was now available to sign up for ***. When you go to Zelis's website, they also market it as available. After completing the form, verifying information, I reached out because it was past the timeframe given. I was told to call *** because Zelis's system was ready and waiting on *** to "release my account". *** stated they haven't started direct deposit still. I've attached the email thread summarizing everything and the original email from ***, but this has been 6 months of misinformation. To this day, they still advertise payments being available as soon as set up is complete.

  

  Business Response

  Date: 10/18/2024

  ******* *****, 

  Our client, CareFirst, was impacted by the Change Healthcare cyber event. As a result of that incident, they have not been able to send electronic payments to their providers. Since the February event, they have only sent out checks. ********* has been working with Zelis to implement a new electronic payment delivery method since then. ********* decided to send out unilateral communications to their providers letting them know that Zelis would be fulfilling their new electronic payment deliveries. Unfortunately, this communication did not accurately depict what date those payments would be going out electronically. As a result, some providers may have been informed with the incorrect dates which we do understand is causing further frustration and confusion. 
  

  A member of our leadership team left a message on your voicemail letting you know we contacted CareFirst and asked them to contact you directly to address your concerns. 

  Thank you for bringing this issue to our attention. 

  Sincerely, 

  Zelis Payments 

   

   

• Initial Complaint

  Date:09/26/2024

  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.

  On 7/15 we had a family member admitted to the Hospital from an ambulance.After treatment and stabilization, we were told they were stable but needed to be transferred to ************ for a higher level of care. We were explicitly told this ambulance transfer was preauthorized with insurance and approved, or we would not have agreed to it.We have now received a balance bill from for $1,861.95, because Zelis only allowed the insurance to pay out the "Zelis ERS Allowed Amount". However, in our state, the billed rates are set by state lawz(Utah Rule R426-8-2), NOT by the *****************, thus they cannot be negotiated or changed down. Zelis is refusing to pay (or even allow insurance to be billed at) the state-mandated rate. I have contacted Zelis's phone number and provided the information as requested, however they have failed to send it back to the ***************** for further billing and processing.

  

  Business Response

  Date: 10/03/2024

  A member of the Zelis Post Pay Settlement team has reached out to Mr. ******** and advised that Zelis pricing has been removed from both claims and he should allow time for the payer to receive and process the discount reversals.  

  Customer Answer

  Date: 10/04/2024

   
  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,
  
  ***** ********