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: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,
  
  *******************

• Initial Complaint

  Date:09/21/2022

  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.

  My office begin receiving virtual credit card payments from insurance companies that we have never signed up for. I first thought that's how the insurance companies were paying claims until I looked at our CC fees. I called the insurance companies to receive paper checks and at that point was told I needed to call Zelis and opt out of the virtual CC payments. I have called for the past 2 months trying to opt out and every time a rep says a customer care rep will call us and assist with opting out but we never receive a call. We pay fees for each transaction and how is this legal!!!!! How did they receive our information to just intercept OUR payments and take some for themselves without OUR permission!!!!! Asked for a copy of the signed agreement between our office and Zelis and was hung up on. They are PURE THEIVES!!!!!!

  

  Business Response

  Date: 09/21/2022

  *******, 

  As discussed in our recent telephone conversation, your account has been opted out of the Virtual Card product and future payments will be sent as checks. I added you to our Do Not Call List. 

  Please let me know if you need further assistance.

  Regards, ***********************************

• Initial Complaint

  Date:09/13/2022

  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.

  Zelis Payments, LLC is fraudulently receiving payments that belong to our business. I have attempted to get paid through Zelis Payments since they fraudulently took over. I do not ever want to have have any agreement or contract with Zelis Payments. I had never heard of Zelis Payments until somehow they started collecting my payments from insurance reimbursements. . Today, I contacted the insurance companies (1) ILWU-PMA Zenith American, (2) Blue Shield of CA and (UMR)., but of the insurance companies advised me that They did not provide our information to Zelis Payments, (2) Zelis Payments added our business and Federal Tax ID #XXXXXXXXX to **********************' "Provider List." In doing so, Zelis Payments has fraudulently instructed insurance companies to send payments due to our business to Zelis Payments instead of sending the payments directly to us. I have contacted Zelis Payments to attempt to receive my payments but Zelis s holding several payments that belong to my business, in a nonredeemable virtual credit cards, and are not able to covert payments to paper checks. I told the Zelis Payments representative, to convert to paper check on at least ten occasions with no result, they are still holding a virtual credit card that caused my Square merchant dump ME as a client.t I will have no relationship whatsoever with Zelis Payments! I never agreed to or authorized Zelis Payments to collect payments on my behalf. I instructed the Zelis Payments representative to return our payments to the Insurance Companies and to REMOVE our business name and Tax ID from their "provider list" and data base. The Zelis Payments representative asked me to contact the insurance companies. I explained each insurance company told me they were instructed by Zelis Payments to send our payments to Zelis Payments stated this error can only be corrected by Zelis Payments. I did a ****** search of Zelis Payments; there are many complaints about Zelis Payments from other doctors.

  

  Business Response

  Date: 09/21/2022

  Zelis partners with multiple payers to help facilitate electronic payments.  We have processed your request to have your account removed from our database and will convert any outstanding virtual credit card payments that were received to checks.  Please let us know if you have any further questions or comments on this matter.
  Sincerely
  Zelis

  Customer Answer

  Date: 09/21/2022

   
  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.
  My complaint remains as a warning to the business to do better. Much much better. This is an unacceptably poorly operated schemlike business, but with multiple  corrections it could be a good solution for some clients.

  My score for now is an F.

  Sincerely,
  
  **** Back

• Initial Complaint

  Date:08/30/2022

  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 dental office has been receiving multiple virtual credit card payments that we have never opted into or authorized. I have tried contacting Zelis multiple times and I am unable to get through to anyone. I would like for all of the virtual credit cards to be re-issued as checks, and to be opted out of all future virtual card payments.

  

  Business Response

  Date: 09/09/2022

  Zelis contacted the provider office on September 9, 2022 and addressed the provider's concerns and proceeded with opting out the account and reissuing the outstanding virtual credit cards as checks.  Please feel free to contact Zelis if there is anything outstanding that we can assist with.  Thank you 

  Customer Answer

  Date: 09/10/2022

   
  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:08/30/2022

  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,ve been trying to contact Zelis CS for more then a week. like everybody in here are in disbelieve about about the lack of disclosure and the way Zelis is doing business with providers. I just talked to ******** from their call center, she gave me the name of her supervisor ******. I'm hoping this time I can get solutions to this problem with Zelis. No supervisor we can talk to, I was told that it can take a months to get them on the phone!! We are requesting the following through this outlet since looks like Zelis is more diligent to responding here!1- We are opting-out from V-payments 2- We are opting out from ACH with fees.3- If we can't have EFT without a fees then and Only then#4 ( I will need to get an explanation of why this option is not available since all payers are doing that at no cost.4- Paper check will be our prefer payment method. Our company is loosing money and can't allowed under my watch to witness this everyday, this is simply so wrong!

  

  Business Response

  Date: 09/13/2022

  
  Hello *********,
  We apologize for any breakdown in communication, upon review of the telephone interaction with our associate ********, we found that you were advised a supervisor callback should be expected within a few hours.
  Our records then indicate that ****** made contact the next business day and completed the termination of services as per the terms of our agreement.
  The added value products and services that Zelis offers, allow providers such as SBH Labs, to realize efficiencies in the health care system by significantly reducing billing and insurance related tasks beyond the scope of free solutions that *** be offered by a health plan or payor. ********************** itself is not a health plan or claim payor and charges a fee for these added value solutions and the intrinsic value they *** provide. 
  We appreciate the opportunity to respond to your complaint.Please let us know if you have any further questions or comments.
  Sincerely 
  Zelis

• Initial Complaint

  Date:08/29/2022

  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 am a practice owner participating in various different insurance plans. For years we have been always receiving payments via EFT and/or paper checks. One day we started to receive virtual cards and my credit card processing fee has gone up 300%. We never gave anyone authorization to use Zelis nor do we desire Zelis to double dip in the already reduced insurance reimbursement. In the past few months we have requested to switch back to EFT or paper checks. It was working for a while until we started to receive virtual checks again this past weekend. When we contacted Zelis we were told that the EFT/paper checks will automatically revert back to Zelis every 300 days. Who gave you the right to do so? There was no where indicated in any underwriting that we are being charged additional cc processing fee. Another way for third party to make money out of providers.

  

  Business Response

  Date: 08/31/2022

  Zelis contacted your office on 8/30/22 and spoke to office manager *****. I was able to locate your account with the information she provided. I left a message with her with my direct contact number should you want to reach back out to me directly. The account was already cancelled. The payments will be sent to you in the form of paper checks. These actions were taken earlier that day when your office manager ***** called our ************************** To ensure this issue does not impact your office in the future, I have added you to our Do Not Call List. If you need further assistance, please feel free to reach out to me directly at the number I provided to your office manager.

• Initial Complaint

  Date:08/07/2022

  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 am a business who files claims with insurance companies, such as Medcost. I was previsouly recieved reimbursements directly from Medcost but am not getting virtual payment cards, which I never signed up for. I have requested to sign up for direct EFT payments to my business account but I continue to receive error messages from Zelis that they cannot sign my TIN up, but yet they are sending me claim reimbursments by payment card, These cards are inconvenient to use and unwarranted. Not only that, they give no directive, except an enrollment contact number that you cannot get through to anyone. I now have 3 claim reimbursements in the form of virtual mastercards: $216.16, $216.16 and $54.04 that I cannot use since it says the exact amount needs to be entered. I have been trying to get through to Zelis regarding ACH payments through insurance payers for a year, correspondence starting in July 2021. I continue to have the same cycle: email with issues, number to call or directives to attempt to enroll again, then a message that someone with call me, then an email with issues and a number to call but I cannot get a hold of anyone and again and again.

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/12) */ Hi *******, Thank you for your time today, we confirmed the contact phone numbers provided in email replies and virtual card pages are correct, we regret that you experienced long wait times on the occasions you called. Your payments are being delivered as paper checks and will continue to be sent via that method. We hope that we have addressed your complaint adequately. Sincerely Zelis

• Initial Complaint

  Date:06/29/2022

  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.

  Zelis Payments, LLC is fraudulently receiving payments that belong to our business. We are not and have never been affiliated with Zelis Payments. We do not and have never had any agreement or contract with Zelis Payments. In fact, before today, we had never heard of Zelis Payments. Today, I contacted 3 separate insurance companies (1) ILWU-PMA Zenith American, (2) Blue Shield of CA and (3) Health Comp to check on the status of payments due to our business. Each of the insurance companies advised me that (1) They did not provide our information to Zelis Payments, (2) Zelis Payments added our business and Federal Tax ID #XXXXXXXXX to Zelis Payments' "Provider List." In doing so, Zelis Payments has fraudulently instructed insurance companies to send payments due to our business to Zelis Payments instead of sending the payments directly to us. I contacted Zelis Payments today by phone; their representative confirmed to me Zelis Payments received and is holding several payments that belong to our business. I told the Zelis Payments representative, this is an error, we have no relationship whatsoever with Zelis Payments and we never asked, agreed or authorized Zelis Payments to collect payments on our behalf. I instructed the Zelis Payments representative to return our payments to the Insurance Companies and to REMOVE our business name and Tax ID from their "provider list" and data base. The Zelis Payments representative asked me to contact the insurance companies. I explained each insurance company told me they were instructed by Zelis Payments to send our payments to Zelis Payments AND, each insurance company stated this error can only be corrected by Zelis Payments. I sent an email today to Zelis Payments as a follow up. Zelis Payments provided a generic response to my email and provided a "case number" XXXXXXXX. I did a Google search of Zelis Payments; there are many complaints about Zelis Payments from other doctors & healthcare businesses.

  

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/07/07) */ Zelis contacted the provider office on July 5th and assisted with any outstanding payments. The provider has been opted-out and added to our Do Not Contact list. The provider will not receive virtual credit card payments from Zelis in the future.

• Initial Complaint

  Date:05/31/2022

  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 told this company more than once that we do not accept credit card payments from insurance companies. They will stop sending them for a few months then start sending them again. They are costing us money due to the fees associated with the credit card payments.

  

  Business Response

  Date: 06/08/2022

  Business Response /* (1000, 5, 2022/06/01) */ The request to opt-out the provider's account was received on June 1, 2022 via the BBB and has been processed. Along with this action the provider has been placed on a do not call list and no other virtual credit card payments will be issued. All outstanding and in progress cards have been cancelled and converted to check payments. Consumer Response /* (2000, 7, 2022/06/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)