When you call the customer service phone number for Medco Pharmacy, you're greeted by an automated messaging system and informed that this call may be monitored or recorded. You're then presented with the following phone menu: press 1 if you're calling about a retail claim other than Medicare Part D; press 2 if you're calling about Medicare Part D; or press 3 if you're calling to transfer a prescription to your pharmacy.
First of all, the above options weren't presented in order, which is quite bizarre. The keypad number options presented were 3, 1, and then 2, if I remember correctly. I called back to double-check, and again, bizarrely, the options changed; this time, I was only presented with two options, 1 or 2, and this time in order. That's really odd.
The first time I called, when I was given the options out of order, after the phone menu was done being presented, the line went eerily quiet. I hadn't pressed anything yet, and normally if a caller doesn't make a selection, or is too slow in making a selection, the phone menu will repeat automatically. For Medco Pharmacy, it didn't. The call just stayed eerily silent.
Aside from all of that, it's worth noting there aren't any alternative language options, such as Spanish or French, and no direct means of reaching a human being.
After the bizarre automated messaging system change, I waited a few minutes and called again. I was again presented with the second phone menu of two options. Again, there was eerie silence. This time, however, after a few beats, the system asked me to wait a moment. After another eerily long silence, I was presented with a new phone menu, this time voice-activated (I think? I'm not sure because it didn't work), asking if I was a pharmacist, a doctor, or a member.
At that point, I just hung up. You're better off just using the website; the customer service line is really bizarre and wonky.