OptumRx Customer Service Issues

I am currently dealing with a dispute with Optum RX regarding a prescription I attempted to cancel but still received and was charged $90.00 for. Since the beginning of May, I have made three phone calls to Optum RX. During the first call, I was informed a mailer would be sent for return to receive a credit for the charge, but the mailer never arrived. The second call resulted in the same promise but no follow-through. After over three weeks without any resolution, I made a third call, where a representative stated I would not be receiving the mailer or the credit. I am now awaiting a call from a supervisor within 24 to 48 hours, although I am skeptical that this will happen. I have been a customer of Optum RX for many years, but if this issue is not resolved promptly, I will be exploring other pharmacy options. Additionally, I plan to contact my credit card company to dispute the charge. It is clear that the representatives I have spoken with are not aligned in handling this matter. Thank you for investigating this issue and reaching out to me. Sally T.

I am extremely dissatisfied with the service provided by the supposed medical insurance provider for Fried Frank. Optum Rx typically sends me refill reminders for my medications. I recently contacted them regarding my Keppra prescription, an urgent anti-seizure medication that I forgot to refill. Despite informing the representative, Emily, about the situation and her assurance of a refill authorization for a 30-day supply at my local pharmacy, this was never actioned. Upon contacting my pharmacy, Broadway Family Pharmacy, I discovered that Optum Rx had already refilled my prescription without authorization. This negligence resulted in me experiencing seizures, leading to hospitalization and a catastrophic hemorrhage that has left me hemiplegic. The lack of action by Optum Rx put my health and life at risk, and I demand compensation for the distress and harm caused by their egregious error.

My wife had a prior authorization for Amphetamine salts 60 MG XR, but when she tried to fill the prescription on Monday, April 30th, the pharmacist said it wasn't authorized. She spoke with her doctor, who had previously submitted the authorization last year, and he resubmitted it on April 30th. On May 1st, the doctor was informed it was only approved for 30 mg per day. An appeal was submitted, which is still pending with OptumRx, who said it could take up to 7 days for approval. Despite not having her medication, she's had no luck getting a resolution from them, even after multiple contacts. Feeling the urgency, we have sought help from the NJ Department of Banking and Insurance, who advised us to file a complaint. We're currently in the process of doing that and hope OptumRx will handle future authorizations promptly in similar situations.

I have been struggling for two weeks to refill my testim prescription at Optum Rx - Traditional Pharmacy. Despite multiple attempts by my doctor's medical assistant, Kristina, to send corrected scripts, the renewal process has been unsuccessful. I have contacted numerous customer service representatives and supervisors, but I am still waiting for my prescription to be renewed. I even doubt whether some of the individuals claiming to be supervisors truly hold that position, like Angela, who admitted she was not a supervisor when I requested her supervisor's information. The last operation supervisor, Gertha Wilson, is currently working on resolving the issue. I am requesting a call from the manager, Mike Hinkle, on Thursday to address this ongoing problem. Thank you for your attention to this matter. - Raymond L. born June 7, [redacted]

I am reaching out concerning my recent prescription medications. Previously, my physician, Dr. Roberto Duran, had to verify some details for an extended prescription of morphine. It seems there might be a delay due to this verification process with the pharmacy. I contacted my insurance company, who confirmed this was discussed three months ago. I believe there should be records of this communication on file. My concern is that this delay in verification is preventing me from receiving my medication promptly. As the office is currently closed, I am hoping for a swift resolution. Please give me a call back as soon as possible to address this issue. Thank you.

I recently wrote a check to pay for my OptumRx medication. When my latest purchase arrived, it included a payment envelope with windows. However, there was no accompanying form with addresses that would fit the envelope's windows, and there wasn't a payment address provided in the package. I had to contact OptumRx customer service for the correct address, which turned out to be in San Diego, CA. Additionally, all the information on the left side of the papers was unreadable due to a printing issue that one of the employees missed. This has been quite frustrating, especially given the lack of quality control. I am hesitant to provide my credit card information under these circumstances. How can I send you photos of the problematic paper contents in the Rx package?

There seems to be an issue with the website that redirects me to my medicine cabinet whenever I try to place an order. I spent more than an hour last night attempting to make a purchase but kept getting looped back to the medicine cabinet. I had to resort to using a search engine to find another website where I could successfully complete my order. Unlike before, this time I am immediately taken to the medicine cabinet upon logging in, whereas previously I would see various links to pages on my account. It seems like there are some glitches with the OptumRx website. I accessed my account using www.optumRX.com.

I recently placed my first mail order with OptumRx. I was surprised to find out that my confirmation email displayed my former employer's address from four years ago instead of my current address. Despite confirming with customer service that they could see my current Bothell address, they had trouble updating the default address from my old employer to my current one. They mentioned that the screen kept reverting to the incorrect Lynnwood address. This is my first time ordering from OptumRx, and I have never provided my former employer's address before. I am worried that my essential medication might be sent to the wrong address.

I have two insurance policies, both in-house. I have submitted my claims for reimbursement due to issues with my pharmacy's processing errors causing copay charges. Despite speaking with a manual claims representative, I receive inconsistent responses and excuses that feel like avoiding the problem. I am frustrated as I am entitled to no copay. Each time I call, I am met with different excuses and feel like I am not being heard. I work hard for my money and should not be paying a copay. The situation needs urgent resolution. I am distressed and exhausted from the lack of progress and the uninformed representatives. I just seek reimbursement for my medication promptly. I am deeply upset as customer care should be a priority, and I want this resolved without further delays. Regards, L. Sunder

I, Margaret K Rahn, born on August 15, [redacted], with the last four digits of my Social Security number as [redacted], have encountered a significant issue while traveling in Bali, Indonesia until September 26. The new bottle of metoprolol SUCC ER tabs 25mg that I brought with me was sealed when I left, but it only contained 90 tablets instead of the required [redacted] for my dosage. As this was an error on the part of Optimum RX, I expect no charges to my account. To rectify the situation, I kindly request that a prescription for the additional 90 tablets be sent to my friend, Karen Rhode, at 80 Siegfreidale Rd., Apartment 7, Kutztown, PA, [redacted], who will be arriving in Bali on July 31. I need confirmation of this action at my email, [redacted] Thank you, Margaret Rahn.

From August [redacted] until April [redacted], I have consistently ordered my refills from OptumRx online. However, ever since HealthSafeID was implemented, I have been unable to access my account. Despite contacting customer support four times, spending long durations on hold, the issue remains unresolved. OptumRx acknowledged website problems but failed to make progress, lacking record of previous interactions or steps taken to fix the issue. I attempted access via various devices and browsers without success. Currently, I resort to ordering refills over the phone, but I strongly prefer using modern technology. Dissatisfied with the customer service's inability to solve the problem in almost three months, I am considering changing mail order providers if OptumRx cannot rectify the situation promptly.

I attempted to order my birth control pills in advance as I am about to start a 4-month study abroad program in Ecuador. I need 3 packs, but my doctor sent a prescription for 4 packs, which would also be acceptable. I contacted OptumRx on Tuesday and was told they could rush the order. However, on Wednesday, I was informed that they could only provide a 30-day supply through a pharmacy, not the 90-day supply I needed. After calling again, a different person confirmed they could arrange for a Saturday delivery. I was expecting the package yesterday, but it did not arrive. Since I am leaving tomorrow, it is crucial that I have the full supply of medication with me. Despite paying for rush shipping and assurances from OptumRx, I am now in a difficult situation. How can I ensure I receive the medication today?

I recently had an unsatisfactory phone call with one of your reps, Jonathan. It was such a negative experience that I'm compelled to write this complaint. I contacted regarding my doctor not receiving authorization for my medication and asked Optum RX to fax the request. Jonathan abruptly informed me the authorization had been done over the phone. When I questioned the email I received that morning, he replied rudely, implying my doctor acted after I called them. Despite explaining they hadn't received anything, he insisted otherwise, leading to a frustrating interaction. I had to end the call due to his attitude. This level of customer service is unacceptable.

I placed an order for Raloxifene on 9/24. It hadn't arrived by October 5. I spoke with a representative who attempted but failed to assist in expediting the delivery. Despite my requests, he did not escalate the call to a supervisor and instead transferred me back to the automated system. After calling again, a supervisor identified the issue as a frozen credit card and updated my payment information. He apologized for 20 minutes, assured me of a follow-up call post break, which never happened. I received reorder confirmations via email today. I hope they address the mishaps promptly. Such errors with my cancer medication are concerning. The lack of follow-through, promised callbacks, and failure to communicate were frustrating. I prefer not to be contacted unless necessary. Moving forward, please ensure efficient resolution, expedited shipping for mistakes, and compensation for the inconvenience caused. Streamline processes to avoid repetitive apologies without action.

I am currently taking two pain medications due to bone disease and a history of spinal and cervical neck surgeries. Despite trying various treatments like physical therapy, injections, and surgeries, only medication, walking, and exercise have provided relief. I am struggling with the coverage of my Oxycodone Acetaminophen 10/[redacted] and Morphine Sulfate by Optum Rx. I have been invited to speak to a state senate health panel about the challenges faced by patients with legitimate pain management needs. I rely on Coast Pharmacy for my prescriptions and am concerned about out-of-pocket expenses if Optum Rx does not cover them. I hope for assistance in getting my pain medications approved and would appreciate any necessary documents mailed to me. I am dependent on these medications due to my severe spinal condition, and I am hopeful for a solution. Thank you, Stephen Godfrey, Psy.D.

I have a prescription from Dr. Grier for Cialis. OptumRx quoted me over $[redacted] for a 90-day supply, which I found too expensive. They mentioned 4 alternative drugs costing $0. When I tried to follow up, OptumRx failed to assist me on four separate occasions, wasting about 1 1/2 hours of my time. They repeatedly put me on hold and didn't return. I request that you reach out to Dr. Grier's office to discuss the no-cost alternative drugs so that I can get a new prescription. I am disappointed that OptumRx couldn't help me over the phone. Please only communicate with me at [redacted] or email at [redacted] Thank you, Shaikhar.

I believe Optumrx has mailed two separate $67 reimbursement checks that are yet to reach me after being promised by a staff member that I would receive them within 7 business days. This ongoing issue has caused me to pay for my medications out of pocket without reimbursement. As the holidays approach, every dollar is crucial, and it is unsettling not to have received the owed amount. Receiving calls stating the checks were sent doesn't align with the reality of not receiving them twice. I can be reached at [redacted] or via email at allentina1213@gmail. Your prompt attention to this matter would be greatly appreciated as it has been lingering for more than a year. Thank you, Tina Allen.

I received an email today indicating that my medication will not arrive until 11-23. I urgently need the meds sooner. Below is the email from OptumRx: Subject: Your order has been received From: OptumRx Date: Mon 11/5, 9:53 AM Recipient: ELIZABETH ***** Message: Dear ELIZABETH *****, We have received approval from your doctor for order number [redacted]09. No further action is required from you. Your medication(s) are expected to be delivered by 11-12-[redacted]. The prescription includes three medications. Thank you for choosing OptumRx. Best regards, OptumRx Customer Service Department

I am seeking reimbursement for medication as my pharmacy ran out and I had to pay cash due to insurance limitations. This unexpected expense has caused significant financial strain. Is it possible to expedite the approval process and consider direct deposit or overnight check delivery for the reimbursement? I am in urgent need of assistance as my electricity is at risk of disconnection on December 23rd, [redacted]. Your prompt attention to this matter is greatly appreciated.

My wife's physician prescribed Topomax, but it was denied. Despite submitting a pre-authorization, we faced challenges. The customer service responses varied each time we called, leaving us confused and frustrated. We've encountered mixed messages like being told it would be filled at a tier rate, being directed to release a DOW code on a website, and being informed that the pharmacy couldn't assist due to the denial of the pre-authorization code. Sadly, our attempts to seek clarity have resulted in being hung up on or put on hold without resolution. As a Mayo employee, I seek a fair resolution, not a free prescription, especially since my wife requires the brand-name drug due to medical reasons. Under our policy, Topomax is classified as a tier 3 brand drug, yet we are facing hefty out-of-pocket expenses totaling around $[redacted] monthly. This is vastly different from our previous insurance experiences where such drugs were covered more reasonably. I urge Optum Rx to reconsider this decision promptly. - Steven R.