Zelis Payments
Reviews and Complaints

I am significantly dissatisfied and disappointed by the lack of care that your team has with regard to ensuring timely payments. Considering that your website states “Why Zelis? A lot of companies are talking about transforming the business of healthcare, but we’re taking action.” Unfortunately, your action is ensuring that our staff are not paid for the work they do for the insurance companies who choose to use your company. Not only did we not receive the payment of $18,459 for payments in October of 2023 until January of 2024, but now our EHR states that we should have received, for Providence: 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 - Providence and Zelis owe Positive Inner Self, LLC $1696.78; and for CareOregon: 1/30/2024 - $5402 and 1/6/2024 - $4712 - CareOregon and Zelis owes Positive Inner Self, LLC $10,114. I am requesting an IMMEDIATE response and resolution to this problem. I will not be taking a sit back and wait approach as you had us do the last time (as seen in the attached letter regarding the $18,459 payment). I need a response indicating what EXACTLY you plan to do to correct this repeating problem. It is clear to me that you, ZELIS, that you are only interested in increasing your profits at the cost of the very important providers who are providing great care to our mental health clients.

We have reached out to Zellis multiple times in the past 2 years telling them we do not accept cc payments. Despite akll thettme we waste reaching out to them they continue to fax over cc payemnts. Now they are unreachable as phone numbers on forms do not work.

[protected]. this is unacceptable and sould e illegal. They wan us to run their cc payment and pay or cc fee on top of it! We are NOT doing it. I'm reaching out to BBB.

This company will do their best to try to make it right because there will be constant mistakes, but at the end of the day it just boils down to them being greedy. Do not work here unless you like deception or being lied to. They totally put my family in a huge predicament. During my final two weeks of separation, I received my final commission, pay out a week and a half after leaving I was informed that there was a calculation error and now my payout was zero dollars. Total greed. I haven’t despised anything in a really long time I can honestly say I hate this company. Negative star review here do not work here in sales or customer support. It’s a huge headache.

Well I am impressed that anyone is even able to get ahold of them to be able to try to even get somewhere. I have literally called 12 times. Each time I am put on hold for about 8 minutes and then hung up on

Zero stars would be the rating I would give, Zelis took over paying claims for *** Dental/Vision earlier this year. Our office has not been paid one single penny since they took over. Thousands of dollars and months later and nothing. The company keeps blaming the post office, this company is a joke!

I have been calling Zelis for over a year now to STOP sending me virtual payments. We get hit with fees on the credit card processing. In dentistry, we are already dying over the rise in dental supplies, why get hit with thousands of dollars in fees, when they can send me a paper check?! I've called them THREE times just this week - yet I keep receiving virtual payments. I'm VERY frustrated with these Zelis.

I would prefer to give them 0 stars.This company is full of overly aggressive workers that will bully you into running credit cards (at least another 2.35+%) or direct deposit 1.9% which is a loss on wages. Working with many providers that are trying to keep costs low and attainable for the working class I have been tried and tricked into plans that we have never signed up for. Appalling and possibly very illegal.

Zelis is in business to charge fees for services which are provided free by every other company. By law they can not charge physicians fees to receive electronic payments (multiple dollars per claim which they pocket entirely). The maximum legal fees should be the cost the bank charges them, which is a few cents. They pretend not to know about the law, or feel it does not apply to them. They also attempt to get every physician to accept credit card payments for the money due to them for multiple dollars in fees per payment, also illegal. They should not be allowed to remain in business.

The newest Scam by Zelis. Zelis process our claim applying MCCP contract, we call Zelis and told them that we didn't sign any contract for MCCP discount and to send us the copy of MCCP contract, they refuse to send that contract and also refuse to give any contact info for MCCP. Some how we manger to get MCCP number from different source. MCCP clearly told us that Zelis is misleading us by applying MCCP discount. I can not believe they openly doing this kind of scam and they still in business. I want MCCP discount to be removed from our claims. If this not resolve by tomorrow, we have no choice but involve attorney or file Lawsuit.

Zelis is in the business of being sneaky and dishonest. We have been dealing with one patient for 4 claims which we have had to dispute every claim because the insurance rate of 70% that was promised by the insurance company was re-negotiated by Zelis at 30%. They then played the he/she said card and it took 4 months to receive payment. The newest Scam by Zelis is that they hid a document within a document that stated it was for one patient, when in fact it was for all future patients that we did not agree to but they conned us into signing it thinking it was for one patient. Then when we called back, the provider services representative Jeff M. was rude and condescending claiming they did nothing wrong. This company is out to scam people out of insurance money.

We are a physician office and we have called Zelis on multiple occasions to have our practice removed from receiving virtual credit card payments. We have also declined ACH payments due to the additional fee they charge just to be the middleman between the physician and the insurance company. We are having payments delayed and additional administrative burden incurred just to avoid additional fees applied for payment processing alone. This is for services we have rendered and discounted already as network providers. Each time we call the representative indicates our tax ID will be flagged to no longer receive virtual credit card payments , and set up to receive checks as our preferred method of payment instead. However, here we are multiple calls and months later still receiving virtual card faxes, which further delays payment.

All dentists and doctors: This company is a MASSIVE SCAM! They were sending our insurance payments out as virtual cards and we would have to call to get them re-issued as checks. Sometimes they would tell us it's not possible, which we very well know they are able to do so because we had done it numerous other times. They then try to convince you to switch to direct deposit for A SMALL FEE. We can simply get our payments directly through insurance without all these credit and direct deposit fees. After MONTHS of dealing with them, we find out that you simply have to completely cancel your account with zelis and once you're no longer listed as a provider with them, all payments will come directly from insurance again. When asked how we even became a provider with zelis, we were told that they sent a virtual card out once for an insurance payment as a "test" and if you run that, then you become a provider. We also found out that they tell insurances to sign up with them because their providers are already signed up. It's just a huge scam all around! Call and cancel your account so you stop losing money!

I had a similar experience with Zelis. First, I got a call from " Mike" at Zelis. He left a message asking for my fax number to send me information. I called back and left my fax number. I never got anything. I never got a thing. A month later, "Mike" called and asked for my banking information to make an automatic deposit. This was the first thing he asked me. So, I got a call out of the blue asking for my banking information to make a direct deposit. He was offended that I asked for information about his company and "what I was being paid for." I was convinced that it was a scam. I told him that I did not want a virtual credit card. I asked if they charged for cashing the card, and he denied that they did. I told him that I preferred a paper check. I gave him my mailing address. I was unsure if this was a fraud or not. Then today, I got a virtual card in the mail with an EOB attached. I tried to call Zelis three times. Each time I was put on hold for 10 minutes, and then the phone call dropped. Finally, I get a representative, and Sonya agreed to send me a check. She said that it eventually defaults to paper check after all the other attempts to get you to take a virtual card don't work. This is not good service! Why should a health care worker have to pay to get paid? Please look into this company!

It seems my issues are same as everyone else's. I've asked Zelis repeatedly to issue paper checks for ALL clients processed for my EIN, but here I am again. I've called [protected] (stated on the virtual payment paper to call and "update your payment preferences") as well as 877.828.8770 (found online for providers) well over twenty times in the last hour and both numbers won't connect. I've no problems calling others in between, so it's not an issue with our phones.

Why is this always SUCH a headache? It's ridiculous to ask providers to pay the CC fees for payments received from insurance clients. Our margins are so thin, this "minimal fee" is devastating to many practices.

On 11/24/23, a billing clerk signed up for automatic deposits without authority do do so. We called them on Monday, when we found out, to cancel and we were told it would take 30 days. This is inexcusable as it took one day to get it set up but 30 days to cancel? To begin with, they were unclear or not informative of their fees. We are a small hospital and have no resources to pay those fees. AND, when this clerk did this she asked them if they could separate payments by NPIs as we have several checking accounts based on the type of provider. ALL payments are going to the WRONG checking account. I cannot get this fixed and I cannot get a call back. Highly unresponsive and a scam.

I was sent a virtual payment card. I did not consent to this nor do I want it. I tried to use it as stated on the paper and it doesn’t work. No ATM will take it nor will it work on any virtual wallets like Apple Pay or google wallet. I am placing services on hold for the patients associated with the insurance company that sent my payment through Zelis. I will also be contacting the insurance company first thing Monday to notify them that I will be placing a hold on services with their clients until I am paid a usable payment option I.e. a paper check or bank to bank transfer. I don’t have time to sit on hold for days. I have a business to run. I will be sure to inform the insurance company of the lack of customer service and difficulties in this payment method.

As physicians we are already having a cash flow problem with decreasing reimbursement and now we are supposed to receive "virtual card" payments instead of paper check and be charge outrageous credit card fees. I've tried calling all of the Zelis provider lines everyday this week and each time I'm told "this call could not be completed at this time, please try again later". I can't even get in line to be on hold. When trying to submit for an online portal a "ticket" is submitted but is never responded to. I want to opt out from Zelis payments and only receive paper check but have no way to do that unless I leave a complaint as so many have written here before.

This is highway robbery happening right before our eyes.

Our office never authorized the conversion of paper checks to credit card payments. This is total robbery and in violation of our agreement with the insurance companies. We have contacted Zelis numerous times and are always told someone will get it handled. Our next step is the insurance commissioner and better business bureau. This is unfair to our small business and we will not be bullied

On June 15th I Had A Skin Graft Done At Mountaineer Periodontics With Dr. *** I Paid $1,200 For My Skin Graft & I Was Suppose To Reimbursed For $586.60. I've Spoke With My Insurance *** & *** Payments Numerous Times In Reference To Trying To Get My Reimbursement Check. I've Been Told It Was Processed & Mailed Out; But, I Never Received It. I've Had To Stop Payment The First Time Because I Never Received It. Now, I'm Still Waiting Again Since I Was Told My Reimbursement Check Was Processed & Mailed Out Again. I Want My Reimbursement Check. This Is Ridiculous. I've Never Had Any Issues With Getting My Mail or A Check In The Mail Before; Until Now. Please Respond To My Complaint & Help Me Get This Resolved. I Would Really Appreciate It. Thanks, ***.

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!

I am a private duty nurse that bulls Excellus. Excellus in turn has Zellis for our paychecks...a number of nurses are missing payments, the company holds our checks and splits our claim so we only get paid for a partial claim. Also they are more than a month behind in payments. Excellus says our claims are sent to Zellis within 2 weeks receiving them but we do not get a check until a month later. We have called Zellis and Excellus. My bills are late and my credit score has dropped dramatically. It's not fair that I work so many hours and I cannot pay my bills on time. It would be different if we were getting our full claim amount as we are waiting for a month...but we are only receiving partial payment. Is there anything that we can do. We need to pay our mortgages and our health insurance and our taxes just like everyone else. It's not right!

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.

My organization bills a health care claim to Cigna. Cigna doesn't provide a response or EOB to the claim. It is only after we contact Cigna for resolution of the claim that they inform us that the claim is being "processed" by Zellis. We contact Zellis and they inform us that the claim is denied, with no explanation of benefits. We do not have any contractual relationship with Zellis. Nor should they be determining the state of our claims to Cigna. A "clean claim" as defined by Medicare is supposed to be paid within our contract guidelines. Zellis and Cigna have been unresponsive to our requests to show us in writing the language which obligates my organization to abide by their decisions. They have also been unresponsive to our calls to their customer service teams asking for a provider representative to get involved in their "whack a mole" strategies for claim delays and non-payment.

We are a fee for service dental provider that files insurance claims for our patient's reimbursement only. Since February this year we have been receiving payments from Zelis (a third party). When I inquired about this, I was told that Zelis has our doctors listed as in-network. This is not the case, we are NOT in-network, nor have we ever been. We do not have a contract with Zelis, or any other insurance company or third party payor. I have requested we be removed from there in-network list multiple times. I have not been able to resolve this issue with Zelis on my own. Requests to remove us from their provider list have gone unanswered. Also, email requests are returned as undeliverable. Please assist us in having our doctors and practice removed from the Zelis in-network list. We do not want to receive any payments from Zelis or it's affiliates. We need our patients to be reimbursed directly as indicated on the insurance form.

Unfortunately, it appears filing a complaint with the Complaintsboard.com 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.

They declined my enrollment for EFT falsely claiming that bank information was not verified i enrolled in the zelis payment through caqh provider solutions. the request was declined because there was an issue with bank information. when i called them they didn't tell me what the issue was but offered to resolve the problem by enrolling with them directly for 1.9% fee. of course i declined and asked them that how can there be an issue when the enrollment went through smoothly with all the other payers. the lady tried to transfer me to the 'correct' department and of course no one was available to speak with me during office hours. the supervisor was rude and admitted that the only way they would complete my enrollment is if i agree to pay a 1.9% fee and did the enrollment through them. this is a completely fraudulent company who is making money of hard working providers through wrong practice. they should be audited by the legal departments and officials.

October 13th my son had an ambulance ride to the local children's hospital (this took place in the state of Utah). Zelis is the third party pricing party used by my benefits administrator. Total charges were $2,311.57 and on the EOB, Zelis applied a 50% discount off the total billed for the ambulance services. This discount resulted in the wrong amount being sent to the fire department as the 80/20 split was applied on a significantly reduced balance. Ambulance rates are set and controlled by the State of Utah, per Utah Rule R426-8-2, therefore the insurance company should allow all charges associated with this transport at 100% of the billed charge. There is no contract between the fire department and Zelis to allow such a discount. The fire department is now coming after me for the difference. I have appealed this charge through my insurance who informed me that Zelis has had the appeal for over 70 days. The EOB should be reprocessed without the discount.

This is repeat complaint filed by many other dental service providers in the area. We are a fee for service denta provider that files insurance claims for our patient's reimbursement only. Since February this year we have been receiving payments from Zelis (a third party). We NEVER contracted and authorized either Zelis or any insurance company to pay Zelis or Zelis to collect payment on our behalf., We have had multiple requests sent to Zelis to remove our contacts and send payments back to insurance company so us to get our claims cleared in timely manner. Requests to remove us from their provider list have gone unanswered. Also, email requests are returned as undeliverable. To reiterate, Zelis has been collecting payments fraudulently for our claims with insurance companies without any authorization from us and then use predatory tactives to collect undue fees for releasing payments owed for the claims. This is our last attempt to resolve issues created by Zelis before we escalate this matter further.

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 . 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.

I am a general surgeon who submit claims for payment. to *** health plan , Zelis is the payor on these claims and have denied payment. Since January , 3 claims with correct cpt codes 49561 and 49568(hernia repairs) which *** hmo has said dont need preauthorization, and with correct dx code of k43.0 , have been denied payment. When i call *** they say the codes are fine. When I called Zelis january 27 regarding these claims, the person on the other side says that the claims should've been paid. but the claims continued not being paid and others continue to be denied for no apparent wrong reason. I have checked the *** webpage and again verified that the procedure codes and the diagnosis codes are correct. i have checked on the web and find that many other providers are having similar payment denials. This company is unscrupulous and I believe is not paying claims hoping that the providers never pick up on the denials and forget about them. They are not responding to my calls to get this resolved and are literally costing me thousand of dollars in lost revenue. the codes used are up to date and allowed by all other insurances including medicare. I am at a loss about what else to do and thus appeal to the Complaintsboard.com to help investigate this issue and put pressure on Zelis to pay these claims.

We were contacted by Steve at Zelis payments and told one patient had EOB set up for virtual credit card payment, we gave our fax number. Steve proceeded to enroll us in Zelis virtual credit card payments. We do not want this, we want our checks to continue coming regular mail and check form only. If we were to transfer Excellus to any form of electronic payments, we would use our already existing business, Availity. We have tried unsuccessfully since May 9th to stop this. Numerous phone calls, ticket numbers generated, complaints called in, emailed to provider portal. We are hung up on, left on hold, or just plain ignored. If the option exists to continue paper checks, as Excellus stated on phone today, why are we not able to obtain these checks and cash them? They will only provide payment in form of credit card. We have filed a complaint with the Attorney General's Office as well today. Excellus is no help, they give me same 800 number that gets us no where. Either we are left on hold, hung up on, or just plain ignored. We have not registered or signed any contract with them. We do not want to register with them. We do not want anything to do with a company that literally ignores its customers. They have dozens of complaints filed against them in Florida, they have lost Complaintsboard.com accreditation in Florida, for literally ignoring ALL complaints filed against them. We are within our legal rights to request these payments to come via regular check. We are not cashing virtual credit card payments because that in itself is consent to virtual check payment. Please advise. Kim L