Customer ReviewsforZelis Payments, LLC

I have been dealing with company and they are HORRIBLE!!! A billing clerk signed up for automatic deposit when she had not authority to. It took them one day to set that up. When she told us she did this and we went to cancel it, they said it would take over 30 days to cancel. Their customer service is terrible. i would not suggest doing any business with them.

As a patient, I put in an out of network claim to Horizon BCBS for a provider who stated they have no agreements with any insurance companies and does not contact insurance at all. I already paid the provider and the receipt showed the payment. Horizon instead paid a smaller amount to the provider directly instead of to me even though the claim said for me to be paid. Horizon said that Zelis determined that the provider has a lower fee negotiated and Horizon would need to appeal to Zelis to be able to pay me for the expense. It is now 30 days since Horizon put in their appeal to Zelis and they said they have not heard. Every time I called Horizon, they said that I was calling "to check on my appeal." Today they told me that it was not an official appeal so the 30 day rule to resolve appeals does not apply. They told me that even though Zelis is supposed to reply within 7-14 days, they actually have 30 business days to answer. It's crazy that this third party is involved between patients and insurance providers when the medical provider has no involvement in the insurance process whatsoever because they are an out of network provider. Horizon has said that any claim that i submit for this provider will be paid directly to the provider according to the Zelis agreement instead of to me and that I will need to appeal every single one.

A fee for EFT??? Are you kidding me? What a racket!

I wish I could give Zelis a "0". I work for a provider and they constantly deny our claims as the diagnosis code does not match with the procedure code. We then have to submit an appeal that takes them ***** to process. We have never had to change a code and they have approved every appeal, which just goes to show there was nothing wrong with the claim to begin with. They deny claims in error saying our provider is out of network, so then we have to write a letter and mail it (no faxing) to ask them to review the claim and that takes 30 days for the review and 30 days to process. We have asked them on 6 occasions to stop sending VCC but a check. They have refused to stop the VCC's. They do all this stuff just to hang on to our money a little longer.

This is the worst company I have ever worked with. Customer service is A JOKE. It has now been A MONTH and no one has contacted me to help unlock my account. I have sent multiple tickets, called and no one can seem to help. I cant speak to a manager because majority of the reps I call work from home and all they is create a ticket..what is the point of creating a ticket if no one is going to help. This should only take someone what maybe 5 minutes to do? I dont understand how this company is still around, its an absolute JOKE.

2.5% fee for ach when the cost should be .25$ per transaction or .5% at most. This is an absolute boondoggle and it will eventually go away!

Worst company to deal with as a clinician. I talked with a call center representative who told me I could not talk with a supervisor because they were unavailable. After asking again, he hung up on me and did not call me back. When I finally reached a supervisor on my next call, she refused to give me her last name when I asked and did not give me contact info for her lead supervisor. Now I have to wait "up to 14 " days which is more than that, to recieve payment for a service I provided in November of 2022. On top of that, I've had numerous requests to get checks sent because the "e-cards" end up costing me more due to my Merchant Processor's cut. Completely unethical.

Only company that I deal with as a medical ****** that charges a FEE for direct deposit. Paper costs more why should you pay a fee for electronic payment methods and ERAs but you can get paper EOB & checks for free. This is ridiculous & no provider wants to pay a FEE for deposits when they already accept a discounted rate.

I haven't had access to the provider portal for about 2 weeks. I called to get help resetting the password. The rep said she would open a case and have someone from IT contact me within 2 days. A week later, on has contacted me. So I called again. The rep stated that the previous rep gave me the wrong information and that the IT department would contact me in 5-10 business days. Two weeks later and no one contacted me. So I called AGAIN. This rep had a terrible attitude. She continued to talk over me and would not let me speak. I asked to speak to her supervisor to which she placed me on hold for well over 45 minutes and never returned to the line. I finally hung up and called back. I got a rep on the line in less than 2 minutes. This rep stated that they are working from home at this point and no supervisors are available. Meaning that the previous rep just kept me on hold with absolutely no intentions of ever getting a supervisor on the line. Needless to say, I have to wait another 5-10 business days for the IT department to contact me because all the phone reps can do is add to the case that the IT reps are not responding to. Trying to get help from this company is like watching paint dry. I wish there was another company to go with to get our insurance payments. Zelis is the worst!

I just called to tell them I needed ACH and will not accept VCCs anymore. They told me they charge 2.5% for ACH and that is what I am paying to process the VCC's. Why should we pay to accept a payment from an insurance company? I am going to start writing letters to all my payers and tell them I no longer except Zelis as a payment. I am also going to bring the matter up with MGMA so they can get involved. Two thumbs down!