- Report: #1151765
Report - Rebuttal - Arbitrate
Complaint Review: Express Scripts
Express Scripts4600 North Hanley Road St. Louis, Missouri USA
Express Scripts Failed to fill quantity as ordered by Physician, Delayed and threatened to cancel order, did not return calls St. Louis Missouri
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First, when you call the automated tele,phone they do not include all the prompts for their departments and sub-contractors. I gave all my information to a recorder, waited 10 minutes, they answered and had to switch me to family pharmacy, which is not even part of their company. All affiliates should be listed on the recording to save time for the customer.
My doctor sent in a script for a 30 day supply of fertility medicine. They only sent one box of patches and 2 bottles of oil, which disregarded the doctors order. They state they intentionally do not send the full order. It then costs the consumer another co-pay to request the remaining product. When I called to refill, time was of the essence and it has been 7 days and still no product. When I did call I was on the phone from 4:20 P - 5:20 P. They told me I could not have my medicine that the order was cancelled, then they said they got authorization. Suddenly they changed their mind and said it had to be filled through Acredo. Acredo said they can't fill it and sent me back to Express who then disconnected me. I called back and got a supervisor who told me she would contact family pharmacy and send my remaining product. All this because they did not follow doctors orders.
My other doctor sent in a script on 5/21/14 for 5 scripts. I received two only. I then got my first message from them on 6/1/14 saying that they have not heard back from my doctors office and are going to cancel my order. One of those meds was critical for my RA and I still don't have it. They are misrepresenting, as my doctors office called and said they asked to sustitute a brand of which they replied yes. They lied about not communicating with my doctors office and as of 6/2/14 from the date of order, 5/21/14, I still don't have my meds.
I tried to email them, but their computer tells me I have to update my information to be helped. They are telling me my birth date is not correct and I don't have the right member number. Yet, it let me set up on-line access with my email and password. I emailed technical support on 6/1/14 that I need someone to contact me immediately that this is about my medications that have not been shipped. Not surprisengly, no call, no email back.
This company should be shut down. I find it horrific that they are not supervised by the state or government, since they are compromising our health care by not fulfilling order requests. My medicine is crucial to my daily living. I am also going to notify NStar, the employer that selected Express Scripts and inform them of the abuse that I have received. My whole body has flaired up as a result of the stress of not receiving my scripts.
This report was posted on Ripoff Report on 06/03/2014 09:19 AM and is a permanent record located here: http://www.ripoffreport.com/r/Express-Scripts/St-Louis-Missouri/Express-Scripts-Failed-to-fill-quantity-as-ordered-by-Physician-Delayed-and-threatened-t-1151765. 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.
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