Express Scripts Customer Service Issues

I am a pharmacy technician at Lakeland Family Pharmacy. I have been attempting to contact Express Scripts for a patient ID number, but to no avail. When I try to access the pharmacy's website for assistance, I am repeatedly told that my password has expired and to contact Express Scripts. Each time I speak to a representative, they advise me to use the website despite my struggles to access it. As a result, I am unable to obtain the correct ID number needed to assist a patient who only has a Puerto Rican phone number and does not speak English. This issue has persisted since Friday, May 11th. I am dedicated to helping this patient but require prompt resolution as I have limited time to spare amidst my busy schedule. Your assistance in addressing this matter would be greatly appreciated.

I've been without my prescription (water pill Hydro-----) for over a month now. My doctor only approved a one-month fill due to not having been to the clinic recently, and I need a refill urgently as I haven't taken it in over a month. Rite Aid informed me Express Scripts denied the refill. I am extremely upset as my feet are swollen, and I need the medication immediately. I've contacted Express Scripts three times today, waiting over half an hour each time. I urgently need this filled today!

Patricia L. [redacted] Greystone Parc Drive Birmingham, AL [redacted] DOB 11-20-[redacted] Customer Service Express Scripts PO BOX [redacted] Phoenix, AZ 85[redacted] RE: Levothyroxine 112MCG ORAL TABLETS To Whom It May Concern: I am writing to express my dissatisfaction with the poor service I received. I had a frustrating experience with one of your male Pharmacists over the phone that led to hives and extra charges for medicine not filled correctly. I am seeking a refund of $24 for the Capsules that were not ordered, and the $9.60 I had to spend at Walgreens due to the inconvenience caused. As a person allergic to soy products and beans, I experienced discomfort due to this error. I would like an explanation as to why the pharmacist altered my order without consent and charged me extra. The lack of transparency and rudeness in communication was unacceptable. If this matter is not resolved to my satisfaction within 10 working days, I will escalate it further. Thank you for addressing this issue promptly. Sincerely, Patricia L.

I'm Janice Biggs, and I'm reaching out regarding my son, Cody Biggs, from Charleston, South Carolina. Our insurance has approved the medication Antivyo. However, there was some confusion as he was previously on Humira from Express Scripts. The doctor informed me of the approval but instructed me to arrange for the medication to be sent to Roper St. Francis for the procedure. They mentioned that both Roper and Express Scripts would be contacted. This process is a bit unclear to me, but I'm diligently following instructions to ensure my son gets his medication. I've already attempted to contact a provided number, but it turned out to be the wrong department, and the call got disconnected during the transfer.

I am disappointed with the recent service I received from your representatives at Express Scripts. I ordered a prescription before my trip to Europe, only to find out it wouldn't arrive in time. After discussing with my insurance company, UHC, I was allowed to pick up my prescription from CVS. However, I later received an email saying the same order was still being shipped, and my account was charged. Despite contacting Express Scripts for help, the issue persisted. A supervisor, Rihana, advised me to keep the order due to my location and the high temperatures, but the package was still delivered. Multiple calls to Express Scripts resulted in no resolution, with a rude supervisor named Gerry/Jerry finally agreeing to reverse the charges. As of now, I am still awaiting the refund and seek a prompt resolution from your company to ensure better service in the future. Thank you. Ebrima J.

I am having issues with my doctor's new nurse staff. They made errors with my Adderall XR prescription and were unhelpful in correcting it. After intervention from Debra, the situation improved. Unfortunately, I have been on Tylenol 3 for several years, but now it requires prior authorization which was not obtained by the doctor or nurses. The insurance only approved a 7-day supply, which is insufficient for my back issues. The doctor is hesitant to prescribe stronger medication and the staff's rude behavior has added stress. They ignore pharmacy faxes and are unwilling to assist. I am hoping someone can assist me like Debra did, as I am in need of support with my medication.

To whom it may concern, I am Angie M. and I have used Express Scripts for years to get my prescriptions. I recently sent my controlled prescriptions by mail for the first time this month. Despite paying for one-day shipping, my meds have not arrived as scheduled via FedEx. After contacting FedEx, I was informed that they never received the package even though Express Scripts claimed they had picked it up. Express Scripts could not provide me with a pick-up number, and neither party is investigating the missing medication. The lack of customer service knowledge and assistance is concerning, as I am left without my hydrocodone and adderall without any explanation. I have worked extensively in the healthcare industry and understand the process from start to finish. The untrained customer service representatives and supervisors have provided no solutions and failed to assist me. I am frustrated with the lack of communication and urgency from both Express Scripts and FedEx. My contact information is below for further assistance. Thank you. Angie M. Beech Bluff, TN

Dear Sir/Madam, I am writing to address two concerning issues related to Express Scripts that have not been adequately resolved by your Pharmacy Customer Support team. Firstly, there is a problem with Express Scripts rejecting claims due to over-the-counter items in compounds not being in their drug database. This results in unnecessary burdens for customers, as most other Pharmacy Benefit Managers handle this differently by adjusting payment to the price of the legend drug. I recommend updating the drug database or allowing the acceptance of legend drugs within compounds to streamline processes for customers. Secondly, delays in mailing out prescriptions cause patients to seek medication from other pharmacies, as Express Scripts support lacks the capability to provide pharmacies with an override to process these claims. This results in rejected claims on the pharmacy end and inaccurate fiscal reporting. In [redacted], it is essential to address these issues promptly to provide efficient services to customers and pharmacies alike. I urge Express Scripts to prioritize these concerns, align their system with industry standards, and enhance their ability to process claims accurately this year. Sincerely, D. Franz

I have been struggling to get a prescription filled since April due to issues with Express Scripts and my healthcare provider. Despite being assured multiple times that a pre-authorization was in place, the prescription was not processed correctly. It was only recently discovered that there was an error on Express Scripts' end, and by the time it was rectified, my prescription had expired. I incurred nearly $[redacted] in medical costs solely to address this issue. I have spent hours making calls and visiting pharmacies and my provider, all in vain. I believe I should not be financially responsible for these errors. I am requesting that Express Scripts reimburse my medical provider for the visit that was unnecessary due to their mistake. Thank you. - Jennifer F.

I recently received an email that seems to be intended for my mother. However, the information provided is unclear, making it difficult for us to discern the prescription it refers to or which doctor to contact. Despite attempts to recover the account details, the system redirects us to another website. The invoice number mentioned is #: [redacted]12. It is crucial to urgently contact her physician for clarification before any further actions are taken. Our prior experience involved frequent delay notifications leading to prescription errors, prompting us to switch to a local pharmacy. To avoid repeating past issues, please streamline email communications or risk losing our business. We are uncertain if this request was initiated by someone or by your system automatically.

I, Myrtle B. Thomas Jones, born on 02/04/[redacted], was prescribed Acetaminophen 3 by Dr. Ganka Spassova. However, I was informed by your pharmacy staff that the prescription couldn't be filled immediately. They advised me to ask for a new prescription for the same medication from my doctor and have it filled at my local pharmacy. Unfortunately, the local CVS Pharmacy declined to fill it citing the prescription was sent on 4-09-19. While I did receive Paroxetine, Amlodipine Besylate, and Pravastatin from you, I did not receive the Acetaminophen 3. With severe diabetic pain and the 8-hour Tylenol failing to alleviate it, I kindly request you to contact the CVS Pharmacy at Model T Plaza, [redacted] Woodward, Highland Park, MI [redacted], [redacted] to clarify the situation. Your assistance in this matter would be greatly appreciated.

To the concerned party: I would like to address the recent issues with my medication refill with Express Scripts. I had specific instructions in place that required me to be contacted before any prescription refills, particularly for Symbicort. However, in March, I was not contacted, and instead, I received a notification of an $[redacted] charge for a shipment I did not authorize. Despite my immediate call to Express Scripts to halt the shipment and reverse the charge, three months' worth of Symbicort were delivered to me unnecessarily as I already had an ample supply at home. Efforts to return the unneeded medication and obtain a refund proved futile as I was informed the product could not be returned. To further exacerbate the situation, in April, Express Scripts processed the charge for the unauthorized shipment as a new transaction on my Amex card. I have raised this issue with American Express as potential fraudulent activity. Recently, my doctor was contacted by Express Scripts regarding a prescription refill for Symbicort, prompting my urgent request to discontinue any further contact or billing attempts related to this unauthorized order. I appreciate your attention to this matter. Best regards, L.R. P.

My rent check was intercepted by my neighbor. Instead of reaching the housing office, she deposited it into her USAA checking account without my knowledge. Concerned about this potential federal crime, I contacted the OSI office who advised me to file a complaint with the Jacksonville Police Department due to being a civilian resident on the LRAFB. Following their guidance, I filed a complaint promptly. A month later, my neighbors confessed to depositing my check into their USAA account. Since then, I've opened a new checking account with different routing and checking account numbers. Unfortunately, I need to update my information for pending prescriptions that were linked to the previous account. Recently, two individuals, a man and a woman, came to my door without uniforms identifying themselves as either Security Police or OSI. I informed them about the situation with my neighbors, Calis Browning and his wife, who holds higher military ranks. I've attempted to contact her for confirmation.

I recently received a letter from Xpress Scripts informing me that they will not fill prescriptions S527 and S975 due to another primary insurance carrier listed. However, I only have Xpress Scripts prescription coverage and no other prescription insurance, including Medicare. The letter only referenced the letters "S" followed by the numbers [redacted] and [redacted], leaving me unsure of which prescriptions are being affected. I request a review of my records to resolve this discrepancy, as I have not received any new prescriptions since earlier this year, and Xpress Scripts has consistently filled my current prescriptions without issues. I believe there may have been an error causing this confusion. Please investigate and provide me with an update on your findings, as well as fulfill these prescriptions promptly, specifying which medications they are. Thank you.

I am encountering challenges trying to update my account recovery information, despite my best efforts. My wife has been in a critical condition for almost a month. I have been communicating with her doctor and Express Scripts. Both parties have conflicting information regarding the status of her prescriptions, but I trust her doctor's office. After numerous discussions with Express Scripts, they assured me that my wife's medication will be delivered in three days. This has been an incredibly frustrating ordeal with Express Scripts, the worst I have ever encountered with a pharmacy. Today, I received another confirmation with reference number #[redacted]2. Despite reassurances, I remain skeptical about the resolution of this issue due to the extensive time and conflicting information provided to me by various representatives.

My mother has relied on Express Scripts for years without any issues. She used to receive her 90-day medications with refills promptly. Recently, there have been significant delays in delivering her medications even though they have refills. Without prompt delivery, we have had to request emergency prescriptions from her PCP. Unfortunately, Express Scripts has not provided any explanation for the sudden change in their service and has failed to expedite necessary shipments. Most recently, when my mother requested a refill for her Glipzide/Metformin combo, which she uses for diabetes, it took Express Scripts over 7 business days to notify her that they did not have the medication in stock. They were unable to provide the individual components either. Due to these ongoing issues, my mother has decided to switch to a different pharmacy provider.

I have a Tricare for Life non-expiring ID card. It has been challenging to obtain a card with the new number. The Navy site indicates that Express Scripts will still accept my SSN, but it seems there might be a discrepancy. I am willing to settle my overdue account promptly if you can assist me. In exchange, I assure you that I will not create any further inconvenience for your service. Despite attempting to make online payments through various methods, I have encountered difficulties in resolving the outstanding balance.

I am experiencing unwanted marketing calls from someone claiming to be an Express Scripts employee inquiring about my wife's prescriptions, even though she does not use their service. We do not disclose her medical information to unverified individuals. I demand a complete halt on these calls and prohibit any sharing of our personal information to unauthorized entities. Our personal information should only be shared for medical purposes upon our request. Privacy is of utmost importance to us.

I am having trouble reactivating Express Scripts services after enrolling in insurance through Cobra. The customer service representative at Express Scripts refuses to transfer me to the client services department, stating that Mercer Marketplace (Discovery Benefits) has not provided the correct information for activation. Mercer Marketplace insists they have sent several urgent requests to Express Scripts. Unfortunately, neither company is willing to communicate directly to address the problem. I currently have medical coverage through BlueCross BlueShield but no prescription drug coverage for medications I require. This situation is concerning as I cannot bear the cost of purchasing these medications at full retail price for my blood pressure and cholesterol issues.

I want to ensure Express Scripts received my doctor's prescription for Sertraline. The RX# on my current supply is [redacted]56. Dr. Dean Solomon's office claims to have sent the updated prescription. I've had difficulty logging into the Express Scripts website, so I'm reaching out via email. Here is the message I received from Express Scripts: "We can't send your medication until we hear from your doctor. You have no refills left for your recent prescription. We have asked for a new prescription from Dr. Solomon, and we need to hear from them before sending your medication." If you can assist, please contact Dr. Solomon's office to request a new prescription. If the doctor has already responded and approved the prescription, please disregard this email.