- Report: #1126697
Report - Rebuttal - Arbitrate
Complaint Review: ExpressScripts Medicare
ExpressScripts Medicare4750 E. 450 S. Whitestown, Indiana USA
ExpressScripts Medicare ExpressScripts delays refills 30 days, gives Doctor the runaround, sweeping formulary change, deceptive customer service. Whitestown Indiana
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In the third week off January 2014 during a doctor visit I had her refill a good number of prescriptions via electronic fax. In the first week of February I called ExpressScriptsv to inquire on status. (Web site non functional on order status and processing) After an hour of going through each medication and new pricing on substantial number of changed preferred generic to tier 2 non preferred the connection was lost. I called back and nothing had been processed. I went through the entire order again and authorized payment on selected medications. Others went to prior authorization for my doctors staff to establish.
Just before that call I had received a computer call that the order had been held up due to payment approval per Medicare rules. They incredibly held the entire order including the preferred tier 1 meds. Time from order 14 days give or take a few days. I then received computer calls about prior authorization issues. I went back to the doctor about that and they verified it had been done. By now I was expecting a delivery. I called again in the early second week about the order. I was told the order was being held because the doctor had requested refills too early so those had been cancelled!?! After going through 2 more agents I was able to confirm a partial order in process which I received about the 11th.
After calling one again to resolve the issues and reinstate the doctors refills I was told the remaining meds would ship on the 18th of February at approximately 30 days past the refill on some critical meds. I fumed about this for one day and called back to insist the order be shipped now at express mail. This agent agreed to fix that and informed me it would be at my house in the coming Saturday the 15th. I then received another computer call about my order with a reference # and was told to have my doctor call. I informed the doctor and they (ExpressScripts) had no knowledge of this, what's more the agent told my Doctors nurse that they could not discuss my prescriptions with them.
WTH? can't talk to my doctors office? Insane! I called back and as luck would have got the same agent who verified it was an erroneous computer call. He also verified my order was on track to ship. On the 25th I received a partial order only and had to order two meds they forgot to enter! Over 30.days of suffering without critical meds, angering my doctor with wasted staff hours and an extra $100 on top of my budget and I discontinued some meds I cannot afford. Deceptive order processing and incomplete order. Unprofessional drug illiterate agents on top of this all.
This report was posted on Ripoff Report on 02/26/2014 11:04 AM and is a permanent record located here: http://www.ripoffreport.com/r/ExpressScripts-Medicare/Whitestown-Indiana-48075/ExpressScripts-Medicare-ExpressScripts-delays-refills-30-days-gives-Doctor-the-runaround-1126697. 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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