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Due to an ex-employee setting up an account with Zelis that we did not consent to, we do not have access to our Zelis account. We have contacted Zelis 12 times to get account access with no resolution. We have been told that in order to gain access to the account, someone from Zelis will have to call to verify our identity. By the time someone finally called back, months later and after many phone calls to Zelis in-between, the call was missed by us. We called back within five minutes & were told again that we would be put in the queue to be called back. That never happened. We are a small practice with little time and cannot continue to devote hours and hours to something that should have been handled months ago. In the past 30 days Zelis has withheld claim payments from Viva for several hundred dollars, at least that's the best we can understand based on the limited knowledge we have since we do not have account access.
Claimed loss: 1000+
Desired outcome: Get access to our account, statements, invoices and contracts.
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Zelis Payments seems to have turned a simple account access request into an endless loop of frustration. You’ve shown incredible persistence in trying to resolve an issue that should have been a quick fix. It’s almost as if they’ve perfected the art of phone tag without any real intention of helping. The fact that payments are being withheld only adds insult to injury. Hopefully, they realize that this runaround is unacceptable and finally step up to give you the access and resolution you deserve. Here’s to cutting through the red tape and getting things back on track.