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Report: #1386776

Complaint Review: Express Scripts - Nationwide

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  • Reported By: anonymous — exeter Rhode Island USA
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  • Express Scripts Nationwide USA

Express Scripts poor customer service Nationwide

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I have used this company for 9 years as required by my employer.  I have had issues in the past but this last one really put me over the edge.  Worst customer experience.  During the 9 years I have been on the same medication with different dosages.  This last dosage required a total of 315 pills for 3 month supply.  Instead of them contacting me to let me know that this medication has a limit of 90 pills, they send out the 90 pills and charge me $250 which is the cost for 3 month supply.  So I call on 7/6, speak to supervisor who told me about the limitations and my dr has to send approval to get the remaining 225 pills.  I received an approval letter and it said to call to get the remaining pills.  Call and agent had no idea what I was talking about and wanted to "refill" the prescription for 90 pills.  Spoke to a supervisor who after researching for 8 minutes, confirmed that I was approved and he could send out the 225 pills for $250.  What? I already paid for a 3 month supply.  But he says not that since the dr approval came through that original prescription has "no refills" and this would be considered a "new" prescription. 

This is ridiculous! After complaining his solution was to give me $150 credit since the 1 month supply would have cost $100 at a local pharmacy and they would send a fax request for a new prescription for the full 315 pills to my dr.  They recommended that I also call the dr.  So let's see...they're giving me a credit since I was really overcharged and have to pay another $250 and I have to spend more time contacting my dr...so wrong! Why not do the right thing and have a system in place that you contact the customer when a 3 month supply can't be sent.  If I had been contacted, my dr could've done the approval immediately and I would have received my correct prescription for $250.  So dissatisfied! Shame on you, Express Scripts, for making money off of customers!  Supervisor did not care that I was going to share this experience with social media, websites, etc. 

This report was posted on Ripoff Report on 07/19/2017 05:18 PM and is a permanent record located here: https://www.ripoffreport.com/reports/express-scripts/nationwide/express-scripts-poor-customer-service-nationwide-1386776. 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. READ: Foreign websites steal our content

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