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:09/02/2025

  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.

  I am a healthcare provider and Zelis CONTINUES TO SEND ME ZELIS PAYMENTS INSTEAD OF CHECKS EVEN THOUGH I HAVE OPTED OUT REPEATEDLY AND DO NOT WANT THESE. I AM SICK OF CALLING ZELIS TO CONTINUE TO TELL THEM TO STOP SENDING ME CREDIT CARD PAYMENTS INSTEAD OF CHECKS. WHAT A TERRIBLE COMPANY.

  

  Business Response

  Date: 09/08/2025

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

  I hope this message finds you well. I wanted to let you know that a member of the Zelis team attempted to connect with you via phone in response to your submission and to provide you with an update. Additionally, I wanted to inform you that your practice record has been updated to remove you from future outreach campaigns. If there is anything else we can assist you with, please do not hesitate to let us know.

  Thank you
  Zelis Payments

• Initial Complaint

  Date:08/26/2025

  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.

  My dental office is contracted with ************************ through Zelis, which acts as the third-party vendor responsible for negotiating and administering our fee schedules. Our updated fee schedule, reflecting increased rates, went into effect on January 23, 2025.Despite this, all claims submitted to ******* from January 2025 through early August 2025 have been processed under the old fee schedule, resulting in consistent underpayment for services rendered. ******* has incorrectly stated that our office was not active under the new fee schedule until June 10, 2025, which is factually incorrect.Attempts to Resolve:I have spoken with multiple representatives from Zelis regarding this matter.Numerous emails have been sent, including correspondence directly to Zelis executive leadership team.Zelis repeatedly responds that the information has been sent to ******* and that we must wait 3060 days for resolution. However, this has been ongoing for months without ************* substantive action or resolution has been provided, and communication has been unresponsive at higher levels.Impact:Due to Zelis failure to properly transmit and enforce the updated fee schedule, my practice has been underpaid for services provided to ******* members for over six months. This represents a significant financial shortfall for services already rendered, and ongoing delays are unacceptable.Resolution Sought:Immediate enforcement of the updated fee schedule (effective January 23, 2025) with MetLife.Retroactive adjustment and payment of all affected claims from January 23, 2025 through present.A clear explanation from Zelis as to why the updated fee schedule was not properly applied and what measures will be taken to prevent recurrence.Zelis has failed to provide timely, accurate, and transparent resolution despite repeated attempts on my part. I am requesting the BBBs assistance in resolving this matter.

  

  Business Response

  Date: 09/05/2025

  Response:
  This response is to confirm the resolution to the Better Business Bureau complaint submitted by ***** ******/****************************
  

  Resolution Sought:
  Immediate enforcement of the updated fee schedule (effective January 23, 2025) with MetLife.
  

  Resolution: MetLife has corrected the fee schedule in their system and confirmed this correction was made effective as of January 23, 2025.
  Retroactive adjustment and payment of all affected claims from January 23, 2025 through present.
  

  MetLife has confirmed the reprocessing was requested in the system on 08/28/2025 for dates of service 01/23/2025-06/09/2025. General reprocessing turnaround time is ***** business days for the request to be completed.
  A clear explanation from Zelis as to why the updated fee schedule was not properly applied and what measures will be taken to prevent recurrence. Zelis has failed to provide timely, accurate, and transparent resolution despite repeated attempts on my part.
  

  Zelis serves as the *** dental network for *******, while MetLife administers and pays dental claims. The fee schedule at issue is maintained and applied within ******** claims systems. Accordingly, the required configuration update and any related claim reprocessing needed to be completed by MetLife.
  
  Upon being notified of the concern, Zelis promptly escalated the matter to MetLife and followed up on multiple occasions to request the fee schedule update and the reprocessing of impacted claims. Following the BBB inquiry, ******* confirmed that it implemented the required update and initiated adjustments/reprocessing of the affected claims.
  
  While Zelis does not have the authority to alter ******** claims platform, we advocated on the providers behalf to help secure a timely correction and to minimize the impact on both the dental practice and ******* members seeking care. We will continue to monitor the reprocessing with MetLife and remain available to coordinate any remaining questions or issues.
  
  If there are further questions.  I can be reached at ********************************************************************.
  
  *** ********
  Vice President, Network Solutions
  Zelis

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23793396
  
  I am rejecting this response because: The issue has not completely been resolved. ******* is stating they now have the correct effective date as of 8/28/25 but notice as to reprocess all claims from 1/23/25-6/9/25. As soon as I have some sort of confirmation of all claims being reprocessed for additional payment/and or corrected explanation of benefits, I'm happy to close out my complaint as resolved. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/16/2025

  Update from MetLife: Dr ******* has been updated effective 1/23/25 with PCA fee schedule ********. Claims have been sent for reprocessing 1/23/25 through 6/9/25.

• Initial Complaint

  Date:08/19/2025

  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.

  Zelis posted a payment record in our provider portal with a payment date of 11/7/24 with an ACH payment deposited to our bank account on 11/15/24; however, this payment doesn't exist in our bank. I called Zelis to inquire about this payment and was told I had to email Zelis to inquire. On 6/3/25 I emailed customer service to locate payment. I hadn't heard back from anyone after emailing numerous times so I called Zelis. No one would talk to me about it and told to correspond through email only. I continued to send emails about this payment. Finally, on 8/1 csdept contacted me and told me it was deposited on 11/15, which I knew was not correct. I contacted our bank, there was no deposit nor record of any attempted transaction. I emailed Zelis asking them to contact their bank for proof of ACH payment. They are avoiding further review and informing me I am wrong. No payment was received. They need to make good on this payment. I've uploaded the Zelis epayment transmittal that never occurred.

  

  Business Response

  Date: 08/25/2025

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

  A member of the Zelis team has been in contact with your practice and provided assistance regarding the payment in question. The payment was received as part of a consolidated deposit. To prevent future discrepancies, a configuration update has been made to your account to ensure proper synchronization of electronic files and deposits.
  

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

  Customer Answer

  Date: 08/27/2025

   
  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.

  A Zelis representative called me to explain how the payment was made. Zelis consolidated the payment but reported it incorrectly through the provider portal. The representative stayed on the line while I verified payment with the bank and understood what transpired.

  Unfortunately, Zelis customer service department didn't take the time to explain that the epayment transmittal was not correctly displayed in the portal and that the deposit was made. If they had done so, this complaint wouldn't have been filed and issue resolved at least a month ago.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:08/08/2025

  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.

  For the past 3 months we have been trying to cancel our contract with Zelis. We longer want ACH payments or payment cards. The fees are too high for our small business and cut into profits.Every time we call we are told that they have no record of our previous call. Today I was on a call then hold, then call disconnected with a message that said it was outside business hours.

  

  Business Response

  Date: 08/12/2025

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

  A member of the Zelis team has contacted your practice, and your account status has been updated. Please let us know if there's anything else we can assist you with.
  

  Thank you
  Zelis Payments

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23710853
  
  I am rejecting this response because they have refused my request to revoke all affiliation and authorization to my accounts. 

  This business has terrible customer service and is the only company that charges a payee to direct deposit money.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/24/2025

  Dear Dr. ************** member of the Zelis team has reached out to your practice a second time to clarify any confusion and address any remaining concerns. Your account has been canceled, and the system has been updated to ensure no further enrollment outreach will occur.  Please let us know if we can assist with anything else.

  Thank you
  Zelis Payments

• Initial Complaint

  Date:08/06/2025

  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 have been locked out of my provider payment portal with Zelis since July 18, 2025. As of today, August 5, 2025, the issue remains unresolved despite multiple attempts to seek assistance.On July 18, I called Zelis support. After verifying my account over the phone, a ticket was created and I was told the issue would be escalated, with a call back expected within two business days. That call never came.I followed up on July 22 and was told by a different representative that the prior information was incorrectit actually takes a full week for a resolution. Again, I was instructed to wait for a callback. Still, no one contacted ********, August 5, I called again. I first spoke with ******, who repeatedly placed me on hold before ultimately ending the call. I then spoke with *****, who informed me at 4:59 PM EST that I needed to speak with the ************************* which had just closed. He was unable to provide any further help.This experience has been beyond frustrating and entirely unacceptable. I am a provider who is being charged significant fees simply to receive my EFT payments. Being locked out of my account for nearly three weekswithout access to my funds and without meaningful support from Zelisis inexcusable. The representatives Ive spoken with have consistently been uninformed, unhelpful, and appear to lack access to supervisors or the tools needed to resolve issues.Providers beware: Zelis charges you to access your own funds, then offers little to no support when that access is disrupted. I strongly urge any regulatory, oversight, or professional entity reviewing this complaint to investigate Zeliss practices and ensure that providers are treated with the professionalism and responsiveness we deserve. I expect immediate contact and resolution of this issue. Please escalate this matter appropriately.

  

  Business Response

  Date: 08/08/2025

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

  A member of the Zelis security team has been in contact with your practice to complete the required verification process to reestablish online access.  Please let us know if there is anything else we can assist with.
  

  Thank you
  Zelis Payments

• Initial Complaint

  Date:08/05/2025

  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 signed up for Payspan to receive payments from *************************** During the initial set up there was some difficulties with ********** receiving electronic payments. I had to switch over to a different banking account to be able to recieve ************************* the time that it took to transition over to a new account multiple ********************** were made and were supposedly "returned" to Centene/Meridian. There are payments that occurred from the beginning of the year and total over $1,000. There are 5 seperate transactions from 4/24/2025 to 5/15/2025.I have made multiple phone calls over the last several weeks between Centene and Payspan and they both state they are unable to help in this situation and that I should call the other party. I would like to receive payments that are owed to me and am disconnecting from Payspan altogether

  

  Business Response

  Date: 08/14/2025

  Dear ***** ****,

  Payspan has been in contact with the payer to help resolve your outstanding issue. The payer has confirmed that your payments will be reissued with an effective date of 08/14/2025. Additionally, a member of the Payspan team will be reaching out to share this update directly.

  Please let us know if theres anything further we can assist you with.  Thank you
  Zelis Payments

• Initial Complaint

  Date:08/05/2025

  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.

  This business pays several smaller healthcare coverage claims, particularly traditional ******** Supplements for part B coverage. Until recently, healthcare providers needed to contact them occasionally for paper checks (about once per year) to be issued if they do not want to incure a credit terminal processing fee to process the virtual payments Zelis issues. You can sign up for ACH with them, but there are fees for a general ACH from Zelis (really cost prohibitive for the small amounts recieved per patient claim) otherwise you need to sign up for ACH individually with each payor. This ends up taking a significant amount of time to be spending on this because they handle so many of these plans. So I, like many small practices, have chosen to forgo each of the above cost and time prohibitive options (virtual card payment, blanket Zelis ACH, and individual payor ACH) and opt for a paper check, which often take up to two months to arrive. The problem I'm now running into is that Zelis is now sending out virtual card payments (which I can't even process) without any option to request a paper check, only to wait 45 EXTRA days for payment. Zelis says that Zelis Payments saves time, money, and paper, but I don't see this; I see them exacerbating each of those issues. I will be also reporting with my state's Department of Insurance as well.

  

  Business Response

  Date: 08/08/2025

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

  A member of the Zelis Payments team has been in contact with your practice and assisted with updating your payment delivery method.  Please let us know if there is anything additional we can assist with.
  

  Thank you
  Zelis Payments

  Customer Answer

  Date: 08/11/2025

   
  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:07/31/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been locked out of the provider portal for months. I have emailed and created NUMEROUS IT tickets, they respond and ask to verify our Tax ID, then NOTHING. Ihave called and called and called and no one can help me other than "IT" who only have emails. I was told last week that it's being "expedited to a supervisor" ,I know that's not going to happen. In the meantime, I have no access to any of my ERAs because when I ask them to fax them to me and they won't fax them. Apparently the only way to get a result from them is to file a BBB complaint, so here I am because they jump right on fixing issues as soon as a BBB complaint is filed. I am expecting that as soon as this complaint is posted on BBB, they will call me either today or tomorrow to resolve the issue. If they were as quick to fix issues when the medical practice first calls them, they wouldn't have any complaints posted here.

  

  Business Response

  Date: 08/04/2025

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

  A member of the Zelis Payments team has been in contact with your practice and provided a resolution to your inquiry.  Please let us know if there is anything else we can assist with.
  
  Thank you
  Zelis Payments

  Customer Answer

  Date: 08/07/2025

   
  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:07/31/2025

  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 provider for several patients who have health insurance companies that use Zelis. In the past year, Zelis has sent checks to me with lower fees, but they never negotiated with me. They have lied about how they determined a lower reimbursement/payment and have acted on their own and without agreement from providers or patients. They also have called and left a voicemail with a reference number, but they never answer the phone or call back. If you do an internet search with the keywords "Zelis complaints" or "Zelis lawsuit" you will see that several antitrust lawsuits have been filed against Zelis Healthcare and several major health insurance companies, alleging a conspiracy to suppress payments to out-of-network healthcare providers. The lawsuits claim that Zelis, acting as a third-party "repricer," colluded with insurers to artificially lower reimbursement rates for out-of-network claims, potentially violating antitrust laws. I would like them to stop contacting me, repricing the bills, delaying reimbursement to patients, and to abide by the law.

  

  Business Response

  Date: 08/08/2025

  Zelis has reached out the provider by phone and email.  We are awaiting his reply as additional information is required to review his concerns. 

• Initial Complaint

  Date:06/27/2025

  Type:Product 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.

  Received a letter after years of trying to get reimbursed for services I paid out of pocket and the letter stated that Zelis payments had money sitting there unclaimed. After weeks of calling different numbers, I finally get through to someone. May 23, I received an email stating they researched my request, created a ticket to have the check mailed and to allow ***** business days. Of course 14 business days... no check, 18 business days.... no check, 22 business days of course.... NO CHECK. This payment was supposed to have been issued 3 years ago but they jerked me around and then send a letter saying that if I didn't claim the money it would go to the state as unclaimed property. This is has been such an ongoing issue and I didn't even ask for interest owed after being jerked around 3 years ago on this payment only to get what was originally owed to me.

  

  Business Response

  Date: 07/03/2025

  Dear Mr. ************** appreciate the opportunity to address this matter. We have recently been in communication with a member of your team and have provided detailed guidance on the next steps required to retrieve the outstanding funds directly from the payer. These instructions were shared at the specific request of the payer to ensure that the matter is handled efficiently and in accordance with their preferences.
  

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

  Customer Answer

  Date: 07/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me however Zelis no longer has the funds now. ****************************** has decided to not use Zelis payments and has requested the funds reversed back to them.  After a prior hassle of getting the claim resolved through ******************************, I'm sure the check will never be sent just as last time. 
  
  Sincerely,
  
  B. **** ****