Complaints
This profile includes complaints for Zelis Payments, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 92 total complaints in the last 3 years.
- 22 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/01/2024
Type: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 small medical practice forced to accept payments from Zelis on behalf of certain insurances without our permission or prior notification. We are asked to pay 1.5 - 4% additional fees just for using their service, which, in our opinion, does not offer any real advantage over old paper checks or direct EFTs. They fail to disclose the fees they charge. This predatory payment practice needs to be stopped. Please stop robbery from physicians' offices that are already struggling to stay afloat!We have checks that were supposed to be issued by mail or faxed as their virtual cards often fail to work, we didn't receive checks or faxes. One time, their representative refused to divulge the amount on the card that was going to be faxed, Don't believe their lies. When you call again, their representatives push back and rude. They prey on small medical practices.
Business Response
Date: 05/07/2024
Dear *************************,
A member of the Zelis team has been in contact with your practice regarding your online inquiry. Please let us know if there is anything else we can assist with.
Thank you
Zelis PaymentsInitial Complaint
Date:04/25/2024
Type: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.
Since the beginning of the year we have been trying to create a Zelis Payments account. I have filled out the website enrollment page several times, called, filed multiple tickets. Each time I call Zelis, they advise someone will call us or reach out to us. We have not heard back a single time. gave my cell phone and desk phone, yet no one still calls. We are unable to access our ERAS for the Zelis partners. This is beyond frustrating.Business Response
Date: 05/01/2024
Dear *******************************,
A member of the Zelis team has been in contact with your practice regarding your online inquiry. Please let us know if there is anything else we can assist with.
Thank you
Zelis PaymentsCustomer Answer
Date: 05/24/2024
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,
*******************************Initial Complaint
Date:04/03/2024
Type: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 small medical practice forced to accept payments from Zelis on behalf of certain insurances without our permission or prior notification. We are asked to pay 1.5 - 4% additional fees just for using their service, which, in my opinion, does not offer any real advantage over old paper checks or direct EFTs. They fail to disclose the fees they charge. This predatory payment practice needs to be stopped. Please stop robbery from physicians' offices that are already struggling to stay afloat!Business Response
Date: 04/10/2024
Dear Realm Healthcare Inc,
A member of the Zelis team has been in contact with your practice and aided with all current and future payments. Please let us know if there is anything else we can assist with.
Thank you
Zelis PaymentsCustomer Answer
Date: 04/10/2024
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,
Realm Healthcare ****Initial Complaint
Date:02/19/2024
Type: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 own a private therapy practice. My practice bills health insurances. Recently Zelis has been involved in payment of claims billed to a variety of health insurances. Zelis has been sending virtual credit cards as payment for claims, even though my practice did not consent to this form of payment. This form of payment adds an addition 3.5% as a fee. When I contacted Zelis to ask why I was receiving this form of payment that I did not consent to, the representative became very aggressive and inappropriately pushy in wanting me to continue to receive this type of payment. Then, when I continued to decline, she noted that I would not be receiving payment until they could process my request for this change, noting to me that I would have to wait 4 weeks for this request to be processed. Keep in mind, I did not ever give consent to this form of payment in the first place. I believe this delay was intentional, as a way to continue to try to get me to accept virtual credit card payment. So my payments will be delayed several weeks, due to me declining a form of payment that I never consented to in the first place. I believe Zelis to be an unethical business, a manipulative business. I am concerned that insurances such as Anthem, Encore, etc are in collaboration with such an unethical business with so many complaints against them.Business Response
Date: 02/28/2024
Dear *************************,
Zelis Payments has made multiple attempts to contact you on February 22 and 27 to address your concerns regarding your recent interaction with Zelis. Please feel free to contact us back and we would be happy to assist.
Thank you
Zelis PaymentsCustomer Answer
Date: 02/29/2024
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,
*************************Initial Complaint
Date:02/14/2024
Type: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 been scamming our clinic for years. We are an acupuncture clinic and out-of-network provider to most insurance. We have no contract with Zelis whatsoever. However, our EOB have been showing code 654 -- Provider this is Zelis ERS allowed amount offered and rate has been slashed to more than 50%. This has been happening to many of our claims. Zelis has no right to do this to **. We will be contacting ******** insurance commission on this fraud.Business Response
Date: 02/26/2024
Our team at Zelis has made contact with the Provider, *****, regarding this claim and additional inquires that have been placed with the Zelis team. Due to nature of the conversations with ***** and a better understanding of the Providers preferences, an exclusion will be put into place.Initial Complaint
Date:01/16/2024
Type: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 made a purchase that my FSA card declined in October. I then submitted to be reimbursed. At the beginning of November, my FSA turned over funds to ZELIs. I still have not received two payments in almost three months. It is email after email that is never resolved. They still owe me $77.83.Business Response
Date: 01/22/2024
Dear *******************************,
Zelis Payments has made three outreach attempts to contact you via phone and has been unsuccessful in reaching you. Please feel free to provide the best date, time,and phone number to connect with you.
Thank you
Zelis PaymentsInitial Complaint
Date:01/16/2024
Type: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.
Multiple attempts have been made to collect payments from Zelis since summer 2023. This appears to be an INTENTIONAL delay of payments from Zelis as our office elected out of electronic payments from Zelis due to extra fees (2.9%) to send payments made to them by insurance companies. ***** shows payments were sent to Zelis to distribute to our practice on 9/21/23 & 9/28/23. *9/25: Call to Zelis . Zelis representative reported a virtual credit card will be issued; this was never received. *Late October: Call to Zelis. Rep informed me to wait 60 days and if the payments were still not received , they will re-issued. *11/10: check for $482 received from Zelis and deposited, check bounced/ returned by bank as unpaid on 11/14. Zelis contacted; informed check will be re-issued. *12/5: Call to Zelis. Rep reported a virtual card will be faxed as the checks sent 9/2023 were not received. Office address and fax were confirmed. *12/12: Zelis Rep reports a check was mailed (not sent electronically as told last call) on 12/5 and no further action can be performed by Zelis until 90 days after the issue date of the check. *01/16/24: Zelis, rep reports a check was mailed on 12/5 for the services performed on 8/18 and 8/28/23. He reports a virtual card (never received) was sent on 9/25 but canceled and reissued by Zelis on 9/27 as a check (never received). The payment was canceled and reissued on 12/5 as the check was not cash. In regards tot he 9/13 claim he reported a virtual check was faxed on 10/2 (our office uses Doximity electronic fax, no fax was received between 8/2023 and 1/16/2024 from Zelis). The virtual check was apparently canceled on 10/4 and converted to a paper check mailed on 10/4. The check on 10/4 was apparently cancelled and re-issued as another paper check on 12/5/23. As of 1/16/24 when this report/ BB complaint is being filed, no payments for 8/16/23 ($288), 8/28/23 ($257) & 9/13/23 ($257) has been received via fax or live check from Zelis.Business Response
Date: 01/25/2024
Dear *************************,
A member of the Zelis Payments team has been in contact with your practice and is working to address the concerns in the claim. Please let us know if there is anything else we can assist with.Thank you
Zelis PaymentsInitial Complaint
Date:01/16/2024
Type: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.
On 01/10/2024 a representative from Zelis called and asked our front desk if they could have our fax number. I spoke with our front of house staff and they were adamant that they had not, in anyway agreed to or opted in for any services or changes to our existing service; they simply gave the rep our fax number. Additionally, the person who fielded the call, did NOT/does NOT have any authorization to agree to any terms on behalf of our business. I only became aware of this issue after receiving a fax on 01/11/2024 from Zelis with a copy of our most recent claims and a virtual payment card that can be used to deposit the funds to our business account (FOR AN ADDITIONAL 3%). When I first purchased this dental practice I made it abundantly clear, to the team member at Zelis, on multiple occasions that we did not want to receive payments via this method and that we would only accept payments via check (THE ONLY FORM OF PAYMENT OPTION WE HAVE WITHOUT INCURRING ADDITIONAL COST). We had been receiving payments via check until last week. I called Zelis on 11/12/2024 to inform them that they did not have authorization to make this change and to have them immediately resend the money for the claims through the established and authorized method. The person who answered the phone at Zelis, informed me that per their policy they would have to connect me with the person who had fraudulently made the change to our account on 01/10/24 to have the issue resolved. However that person was not in the office so I would need to wait 3 business days for a call back. I explained that this was unacceptable and asked to speak to a manager, however I was denied the opportunity. I need immediate resolution to this issue as we are a high volume office and now have several thousands of dollars of AR outstanding due to the unprofessional/unethical/unauthorized actions perpetrated by Zelis.Business Response
Date: 01/25/2024
Dear *************************,
A member of the Zelis Payments team has recently been in contact with your practice to address the concerns in the claim. Please let us know if there is anything else we can assist with.
Thank you
Zelis PaymentsInitial Complaint
Date:01/03/2024
Type: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 mental health group practice and have $18,459 owed to my practice for my clinicians and Zelis has supposedly sent the amount in a VCard on 11/09/2023; they would not address the issue until 30 days had past. On 12/09/2023, we were told that they would issue a check. The check was not received and they would not look into it until after 14 days. The check still did not arrive. On 12/18/2023, the check had not arrived and they stated they would cancel the check and that it was sent to the wrong zip code; despite the fact that they have sent payments to us previously and after. We have spoken to multiple managers and are not getting a clear reason why this payment has not made it and that they cannot direct deposit it and they cannot over night the check. They are wanting to wait and see if the third check is received.Business Response
Date: 01/09/2024
Dear *************************,
Zelis Payments has reviewed your payments and confirmed that the payment in question has been rerouted and electronically settled to your account on January 3, 2024. An outreach attempt was made to your practice to confirm receipt of funds.
Please let us know if there is anything else we can assist with. Thank you
Zelis PaymentsCustomer Answer
Date: 01/09/2024
Better Business Bureau:
Yes, they finally sent the payment and it was received on 1/3/23.
Sincerely,
*********************************Customer Answer
Date: 02/07/2024
We are expecting reimbursement for services provided: 2/1/2024 - $114.14, 2/5/2024 - $219.04, 2/5/2024 - $579.62, 2/5/2024 - $674.84, and 2/5/2024 - $109.14 = $1696.78. 1/30/2024 - $5402 and 1/6/2024 - $4712 = $10,114. This company is utilized by insurance companies to pay out to providers and this company routinely does not reimburse even after sending a statement saying they are sending a payment. This is the second time I have had this problem with this company. Providers beware!Business Response
Date: 02/14/2024
Dear *********************************,
Zelis Payments has been in contact with your practice and received confirmation that all outstanding payments have been received. Please feel free to reach out if there is any else that we can exist with.
Thank you
Zelis PaymentsInitial Complaint
Date:12/05/2023
Type: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 contacted our office on 11/1/23 and spoke with a new front office worker. They unknowingly signed up for Zelis virtual credit card payments. We called Zelis back within the week and told them the error, that the employee isn't authorized to do that, but they claim that all they can do is remove us from receiving virtual credit cards. We are still receiving checks from Zelis for payment, even after calling 4 times to get us and our credentials out of their system. They are now telling us we need to contact each insurance company separately to pick a different payment method than Zelis, even though Zelis reached out to the insurance companies in the first place to start sending payments through them. I am very disappointed in the customer service and immoral actions of this company, especially how easily they could sign us up (with someone who isn't allowed to do that) and how difficult they are making it to be removed from their network.Business Response
Date: 12/11/2023
Dear *****************************,
A member of the Zelis team has been in contact with your practice and provided an overview and resolution to your recent interactions.
Please let us know if there is anything else we can assist with. Thank you
Zelis Payments
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