• Report: #125864

Complaint Review: Express Scripts PHARMACY

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  • Submitted: Wed, January 05, 2005
  • Updated: Wed, April 07, 2010

  • Reported By:Land O Lakes Florida
Express Scripts PHARMACY
POB 8545 Bensalem, Pennsylvania 19020 Nationwide U.S.A.

Express Scripts Pharmacy Rip Off Dishonest Fraudulent Billing ripoff pharmacy charges my debit acct and sends out prescriptions early Bensalem, Pennsylvania *EDitor's Suggestions on how to get your money back into your bank account!

*Consumer Comment: WOW-No Kevin I believe it is you that is missing the point!!!!!!!

*UPDATE Employee: Here is the Truth from a fired Employee

*UPDATE Employee: Yay

*UPDATE Employee: Wow.

*UPDATE Employee: Missing the point

*Consumer Comment: Wow

*Consumer Comment: True Personality

*UPDATE Employee: Patient responsibility versus Express Scripts responsibility

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This company is a rip off. I had purchased 5 prescriptions totalling 180.00 for a 90 day supply. On the 45 day they sent to me another 90 day supply for another 180.00. I gave them my debit card number for the first order only. They decided to send me the other amount without my permission for the prescription or for the debit to my checking account. I have asked previously if I could get my prescriptions early because I was going on vaction. They told me no. But it is okay for them to do it without my permission. I have called them and they will not refund my money or take back the prescriptions.

They had no authorization to use my debit card. I wrote a metter to the CEO and he past it on to two imcompadent employees. They have told me nothing will be done. I am a disable retired raising my 15 year old grandson $180.00 is alot to me at Christmas time. I have also contacted Mastercard,GTE Credit Union, Federal Trade Commission, American Expess ( my former employer) to get this resolved. My debit card was only to be used by them on the first order. If this isn't a rip off I don't know what is. DON'T USE EXPRESS SCRIPTS THEY ARE A RIP OFF!!!!!!!

Land O Lakes, Florida

EDitor's Suggestions on how to get your money back!


Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.

According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.

If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.

Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!


Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.

And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.

Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.

If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.


If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away. In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge. In rare cases, credit card companies will review disputes, but refuse to reverse the charges. If this occurs, complain to a manager and let them know you will be filing a report here.

Remember Don't let them get away with it! Make sure they make the Rip-off Report .. The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action.

And good luck Let us know how you do!

ED Magedson Founder, Rip-off Report.com & Author of www.ripoffrevenge.com

Don't let them get away with it.
Make sure they make the Rip-off Report!

We are not lawyers.
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We are Consumer Advocates.
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CLICK HERE to read about Credit Card Scams... find out how to get your money back. *Rip-off Report Investigation provides valuable information.

This report was posted on Ripoff Report on 01/05/2005 06:05 AM and is a permanent record located here: http://www.ripoffreport.com/r/Express-Scripts-PHARMACY/nationwide/Express-Scripts-Pharmacy-Rip-Off-Dishonest-Fraudulent-Billing-ripoff-pharmacy-charges-my-d-125864. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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Updates & Rebuttals

#1 Consumer Comment

WOW-No Kevin I believe it is you that is missing the point!!!!!!!

AUTHOR: Hostage of ESI - (United States of America)

Well Kevin your whining about the customers who apparently are nothing more than a toxic irritant to you on a daily basis, reaffirms what I suspected.....Express Scripts and its associates could give a rat's petunia about their customers.

Kevin both of your rebuttals are clear, rather than viewing your customers as "the reason you have a job and the reason you receive a paycheck"  you instead consider your customers as an inconvenience, a thorn in your side on a daily basis.  You Kevin should not only not be working in a call center environment you should not work in any customer facing position.  

It is clear from your "oh poor, poor me" rebuttals that your customers are left feeling less than human and quite stupid after speaking with you or they become completely outraged and ready to rip your face off.  Kevin with your attitude I hope most of the customers chose the later because you have no sympathy or empathy for the customer, you also have not mastered the appropriate diffusing skills required to work in a customer facing environment.

Kevin this is one customer of ESI (and oh how I hate saying that) that knows a bit about the industry both from the insurance plan aspect and from experience working in a call center and other customer facing positions dealing with healthcare.  Because of this experience I have never had issues from an insurance or insurance related aspect until there was ESI.

The truth of the matter is Kevin that ESI is disorganized, couldn't care less about the medical needs of their customers, drags their feet when filling prescriptions, etc.  By the way Kevin I do read, one thing I read is the data on ESI's website relative to the status of pending prescriptions.

I can name you scenario and verse of the multiple issues that I have had in the short time that I have been a subscriber, but lets keep it simple since this appears to be your speed.  ESI had a prescription pending for my spouse which clearly showed that they were attempting to contact my doctor.  Ok, I can live with this.  A few days later I checked the ESI website specifically the request center page and it had been updated on 3/28 showing that ESI had received a new prescription from my doctor....great, progress.  Well to my surprise upon going to the order status page on 4/6 and fully expecting to see that the prescription was either being filled or being packaged for shipment it showed still being reviewed for processing!  Oh and the date listed was 3/26.  Oh but wait Kevin it gets better, when I looked at the prescription history relative to this still pending prescription, it showed that the prescription had been filled, yes Kevin filled on 3/24.

Now Kevin, I'd truly like for you to read, yes read what I took great pains to read on the ESI website.......Status of prescription...being reviewed since 3/26.....Requests Status shows received new prescription from your doctor 3/28 (oh my spouse is getting dangerously low on the remainder of the initial prescription filled and shipped in January) yet the prescription history shows that this pending prescription was filled on 3/24. Oh did I mention that the initial prescription was written with 3 refills and Express Scripts filled it with 0 refills.

Oh and I can't end this outrage I feel without mentioning one prescription that ESI did in fact show had 3 refills remaining.  The prescription was for Nitrolingual Pumpspray 16.9G dosage 400 mcg per spray.  I received an email reminder that it was time to request a refill of this prescription, this disproves your ranting about auto refills, the customer has the choice whether to set up auto refills or receive reminders to request refills.  With this said I clicked the link provided and checked the box for the Nitrolingual Pumpspray to be refilled.  I received a confirmation that my refill request had been received.   The prescription never came nor did I receive any emails regarding this prescription from ESI.

I sent  an email inquiry to ESI relative to this prescription, I received a reply stating that the manufacturer had discontinued this product.   WHAT?????? why was I not notified, why did ESI not reach out to my doctor or at least me, this is a heart medication, I am still flabbergasted at the total disregard for my spouse's health relative to this prescription.  Nitroglycerin opens the arteries of the heart and can mean the difference between relief of angina and a heart attack and even death of the patient.

I searched the medication on the web and I found that there are numerous manufacturers of this product.  Prescriptions may be written based upon dispensing as written (no generic) or allowing a generic, but prescriptions are not written based upon manufacturers.  I called the patient care advocate phone number, it turns out that the manufacturer has not discontinued the product as ESI stated in the email response to me they discontinue the size (16.9G)....WHAT, and ESI found it acceptable to lead me to believe that the medication was no longer being made, furthermore they did not communicate anything to me until I initiated an inquiry.  My spouse could have DIED!!!

Kevin, I feel sorry for you that you lack the compassion desperately needed in a position such as yours, but I feel more sympathy for the subscribers and their dependents who like my spouse need to have their prescriptions filled without delay to help them sustain their life due to the life threatening conditions that they have.

Kevin with the 'I don't care about you" attitude that comes through loud in clear in your rebuttals, I would truly like to take you and those like you to the wood shed and give you a severe spanking with a butt paddle and then a switch because your attitude truly is disappointing and disgusting.  But as bad as your attitude is I honestly hope you or your loved ones NEVER have to experience what I am experiencing now.  My spouse has several life threatening conditions which are kept in check ONLY by the medications that he MUST have, the medications that I've never had issued being filled when I could go to my local pharmacy, the same medications that ESI now messes around with.  I am forced to call ESI on average once or twice per week and generally must contact my doctor once or twice a week.  Since my doctors work hours are concurrent with mine, this means that I must conduct personal business during work hours to speak with my doctor's office relative to the ongoing issues with ESI.  This places my employment at risk.

Thank you Kevin and ESI for placing my employment at risk and more importantly placing my spouses life at risk.
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#2 UPDATE Employee

Here is the Truth from a fired Employee

AUTHOR: Paul - (U.S.A.)

Here is a letter I felt should have been heard by more people from a good friend of mine. He was fired for suggesting improvements to our company. Many of his complaints went unheard until he sent an e-mail to the entire call center, and then knew he would be fired.

I have been with Express Scripts since 12/06/2004. I would like to state that I have been dedicated to serving our patients for most of this time. I have been a hardworking individual and have worked for the betterment of this company and the principals we strive for on a daily basis.

At some point, though, I stopped caring. I'm not sure when this happened, as this was a gradual effect. I can tell you how. I stopped caring because most of the people I work for, including yourself, are only interested in your own "corporate image". Problems arise here, like in any other workplace, however instead of actually bringing true resolution to a problem, things are just quick fixed..

As I'm writing this, I realize the futility of anything I could possible say. Anything I try to get fixed or inform anyone about here will fall upon deaf ears, or will be twisted around to mean nothing. I'm so sick of this place and the bass-ackward policies of this company. I'm tired of lying to patient, telling them our "standard" turn-around-times" and that someone is working on their order, or that anyone gives a damn about them at all. Our pharmacy is a joke, our "service" is ridiculous. We're only really interested in assisting our stockholders. After 2 years of working here, I am convinced that our company takes cruel delight in making things complicated for our customers, while at the same time teaching our employees that our system is so great, and it's not responsible for taking FOREVER to process and ship a medication. And I am VERY tired of being the buffer-shield for the bullshit between Express Scripts and the customer. Day in and day out I am constantly bombarded by irate customers that either cannot find their own nose while looking in a mirror (these are the customers we are encouraged to helpthey write the best compliments that look oh-so-good to potential clients), or have extreme escalations because the pharmacy, processing, ESI policy, or another PCA have totally screwed up their life via medication. We are constantly bombarded with conflicting interests and goals. "Make sure you address the patient's issues fully, invent a few if you have to, but get them off the phone as fast as possible." "Your overall score is very good, however since you received a lot of calls from senile old people that call back 3 times a day, your First-Call-Resolution is crap, so you get no money remember, "it's your call!" You can control this!" What a crock of shit. Well I'm tired of it. I don't get paid enough to deal with the complete stress circus that is Express Scripts.

Which brings me to my point. It is at this time that I would like to request a raise. I feel that I am inadequately compensated for my time and skills with ESI. I have done so much to perpetuate this hell hole. I have sacrificed my personal time, my life, my family, and apparently my mind to this place. I feel that I should be paid better for being the corporate whore that I am. In this goal, I am committed.

Thank You for your Attention,
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#3 UPDATE Employee


AUTHOR: Ryan - (U.S.A.)

i love express scripts!
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#4 UPDATE Employee


AUTHOR: Ryan - (U.S.A.)

Amazing. i work at express scripts. I DO care.

I get calls from 80-90 year old people that call just to ask questions. For some of them, you may be the only person they talk to for the week. I always treat people with respect.

I completely see what kevin means though.

1.We see whats on our computer screen when we access your information.
2.We review what the problem is and what needs to be done.
3. If there is nothing we can do for you, we tell you what needs to be done and you, as the patient, are responsible.

YOU PEOPLE scare the crap out of us. do you know what it's like to be yelled at like it's our fault?

Requesting a supervisor? WHY? Just because you all can't listen and do what we say is the FASTEST way to get what you need? WHY WOULD I WANT TO KILL YOU?

dont anybody say "just quit if you hate your job and you complain...blah blah blah".

pfft..why quit? The pay is generous, and our employers know that the only way to keep people here getting yelled at is to pay us good.
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#5 UPDATE Employee

Missing the point

AUTHOR: Kevin - (U.S.A.)

Robert, you are missing the point of my rebuttal. You should read my rebuttal at face value. The whole point of it was to make everyone aware that they should read the information sent to them. 90% of my calls are from people that do not know what their own plan does or does not cover. Here is a hint: YOU SIGNED IT, YOU SHOULD KNOW. Quite simply it is a matter of the consumer not knowing what they are doing. That is sad when people are lazy enough to not read the information provided to them but they will call us to have it read to them. And Elizabeth, you're right. It is my job and maybe I should care. Or maybe it is just that I am so sick and tired of people that think that just because I work somewhere I am making a career out of it so I should get all upset and go and hand deliver medication to them for nothing. Guess what, this job is just to get me through school so I can be an electrician. And anyway, my job is to be an information provider. Not to get all upset about some person in another part of the country that I have never met not getting their medicine. If they had read the information provided to them, they would know why they could not get it and they would not be without medicine. Oh and as far as people not wanting to "bother their doctors", guess what, your doctor is providing a service. His job is not done until you are satisfied and have everything you need and if he does not do his job to your satisfaction you do not have to pay him. You people need to get a clue.
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#6 Consumer Comment


AUTHOR: Elizabeth - (U.S.A.)

Wow, that response from Kevin just made me feel warm and fuzzy all over. I'll be sure to use Express Scripts if I ever need to use a mail order prescription service. I'd sure want to know that my pharmacy cares so much for me and looks out for my health.

Hey Kevin? There's a lot of folks that work in the medical field and don't get paid squat. I know from experience. But you know what? Doesn't matter what you make, its YOUR JOB to care - if you don't, go work at Wal-Mart. I hear they're all out to get us anyway.
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#7 Consumer Comment

True Personality

AUTHOR: Robert - (U.S.A.)

Here is an internet pharmacy employee who is supposed to be concerned for the customers health and they say "I could not care less if you live or die". Wow. I guess that speaks for itself at some of these online pharmacy company employees.
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#8 UPDATE Employee

Patient responsibility versus Express Scripts responsibility

AUTHOR: Kevin - (U.S.A.)

First of all, this is not directed at any one person. This is directed to the general population who uses Express Scripts. Look, I work in a call center for Express Scripts and I can tell you from my experience that everyone one of you are very misguided when it comes to the way ESI, your plan and the federal government works.

First I feel I must state that I only work for the company, I am a low level, low paid employee who faces on a daily basis what you might only encounter once in your life, so don't think that I am sticking up for the company. I am just tired of getting hyelled at all day every day for things that you as the patient are responsible for. One good example is READING THE INFORMATION WE SEND YOU!!!! The information we send is not meant to kill trees for no reason and I know for a fact that it says clrealy (if you read it) that if you put a credit card number down, it will be charged for that order AND ALL FUTURE ORDERS UNTILL YOU CALL US AND HAVE IT REMOVED.

Come on, this is not rocket science and it is certainly not fine print. As far as all you people complaining about getting double orders too soon when you don't want them and not getting them when you want them for vacation. Let's break that down into two parts. First getting double orders when you don't want/need them. When we get a prescription in we fill it automatically the first time. If you send two or if you send one and your md sends one or however we get two, once we get them one is filled automatically and held for you to refill. The other is held until the earliest possible refill date and sent automatically. This is standard operating procedure FOR EVERY PHARMACY IN THE WHOLE FREAKING COUNTRY!!!!

We are no different, we are a PHARMACY, let me re-state PHAR - MA - CY. Now because we send meds through the mail we are allowed by your plans to send the meds about 30 days before you run out rather than a couple days like at your local pharmacy. Which brings me to another point, when you refill your meds through us 5 days before you run out, don't call us wondering why you haven't gotten it. It is our own retarted fault. How long have you been using express scripts or for that matter the mail?! And you don't know that it takes time to get to you?! Get out of my face with that crap! Now for part two of my earlier statement. Express Scripts DOES NOT HAVE ANYTHING TO DO WITH YOU BEING ABLE TO / NOT BEING ABLE TO FILL MEDS EARLY FOR VACATIONS!!!!!!!!!!

I don't know how much clearer I can make that point. Yes, sometimes your plan allows to issue those ovverrides, however if they are denied or we cannot issue the override, than that is it, period. WE CANNOT DO IT. Our supervisors can't do it, hell God cannot do it from an Express Scripts machine. Your plan sets these rules and for the last time WE ARE NOT YOUR PLAN!!! You people need to take responsibility for your own medications. It is not my problem if you are out of medicine at the pharmacy right now trying to get a supply and the pharmacist denies you because of your plan. And frankly, I could not care less if you live or die. I will not lose any sleep over it. So call your own doctors, get your own prescriptions, READ THE MATERIAL SENT TO YOU, and leave me the h**l alone.
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