iPledge Customer Service Issues

My daughter recently started her second month of Accutane and got her prescription filled on June 4, [redacted]. We are planning to travel to Europe from June 25 to July 23, [redacted]. I am concerned about getting a new one-month supply on June 24. We have a doctor appointment and lab tests scheduled for June 22. I hope we can sort this out without any interruptions in my daughter's Accutane treatment, as she is starting college in September. My daughter's ID is [redacted]. If needed, you can reach her directly at tp**[redacted] Thank you.

Dear iPLEDGE, I want to address the transphobia and sexism in your program. Referring to individuals with specific reproductive systems as "female" overlooks the identities of trans men and non-binary individuals. Using "assigned female at birth" is more respectful. It's crucial for trans/non-binary individuals to have options to bypass pregnancy requirements. By acknowledging these concerns, you can make a positive impact on inclusivity. Let's work together for a more equitable future. Thank you, Shannon Ford Rudek (they/them)

I work in a dermatology office and I need an override code for a patient who already has an iPledge number from another office where they were on Accutane in the past. Every time I call, the wait time is unreasonably long. For instance, I waited 9 minutes once and then hung up after 33 minutes, and another time it was [redacted] minutes before I finally hung up at the 1 hour and 30-minute mark. This is frustrating! The process for getting an override code is also unnecessarily complex. Trying to do this after hours at 8:30 PM and still not succeeding is incredibly frustrating. The setup of iPledge is not patient-friendly at all, and the whole experience raises doubts about the efficiency of the system.

We have encountered multiple instances where we have attempted to contact customer service regarding issues with the website. The excessive wait times are extremely frustrating. As a medical office, it is challenging for us to dedicate [redacted] minutes waiting on hold. It is evident that there is a shortage of customer service representatives available. The website has been experiencing frequent technical difficulties lately. Presently, we are facing an issue where we are unable to verify our patients, resulting in their inability to access their medications. This situation is unacceptable.

I recently visited my dermatologist on December 2, [redacted], at Dallas Dermatology Partners, Dr. Jagwani. Throughout my treatment, I have diligently maintained abstinence, clearly recorded in my iPledge account. Unfortunately, a mistake was made by the doctor/nurse, changing my contraception method from abstinence to birth control. As a result, I am now facing challenges obtaining my final month's medication. Despite the doctor's office attempting to rectify the error with iPledge, they have been unable to reach anyone due to extended wait times exceeding [redacted] minutes. I have adhered to abstinence during my treatment and all prior months should reflect this in my records. I am seeking guidance on the next steps to acquire my last month's medication promptly. While I understand errors can occur, it is distressing to face a 30-day delay due to someone else's oversight. After patiently waiting for my acne treatment to be effective, I am eager to avoid any setbacks. Additionally, given an upcoming insurance change in January, I am concerned about potential unforeseen costs for my medication.

Hello, we are from Wake Forest Dermatology. We are having trouble accessing our account after the recent changes to the Ipledge website. Dr. Mathesis has been using Ipledge without an NPI number and now we are unable to help our patient. We need assistance from a representative as the current Ipledge number is not working. Please reach out to us promptly.

The recent update to the iPledge system is causing immense frustration. Calls cannot connect to a human representative, with the phone system repeatedly giving error messages instead of ringing. This is preventing patients who rely on these medications from continuing their treatment. The difficulties with iPledge are stressing out patients, staff, and doctors alike. Many have endured multiple lengthy holds ranging from 45 minutes to 2 hours, or have submitted call-back requests with no response. Finding an alternative solution to help patients log on and continue their treatment would be highly valued in this situation.

My daughter hasn't received her NPI number, so we're unable to complete anything online. If we don't finish all the registrations today, we'll be facing a month's delay unless we manage to reach iPledge. It's hard to believe there are real people on the other end of the phone number 1-[redacted]. Both my wife and I have been waiting on hold separately for over 2 hours today and more than 3 hours yesterday. This situation is causing us a lot of stress and frustration. Is there a way to speak to a person for assistance? Thank you very much.

I am experiencing difficulty logging into the ipledge website. None of the passwords are working and I have not received any response to my emails. I have been on hold on the phone for over 2 1/2 hours without any assistance. There are patients relying on us to verify and confirm their information promptly for their Accutane prescriptions. It is urgent that this issue is resolved as we have several females who need to be taken care of within the seven-day window. Your prompt attention to this matter would be greatly appreciated. Thank you, P. Mackmer.

I am having trouble accessing my ipledge account. Despite attempting to reset my password, I did not receive an email with instructions after inputting my ipledge ID and email, even after checking my spam folder. Additionally, the phone number for ipledge appears to be non-functional. As a result, I have been unable to obtain a refill for my prescription, and I have been without medication for the past 7 days. My ipledge number is [redacted] [redacted].

It is currently December 14, [redacted], at 14:17 MST, and I've been on hold with the iPledge program phone line for over four hours. Typically, I don't spend my time giving negative feedback, as I'm usually quite positive. However, being on hold for this extended period has put me in a negative state of mind. The iPledge program seems to monopolize the market for acne treatment products for severe cases. Considering it is government-run, I find it surprising to be on hold for such a long time, even for a government service.

I am a prescriber seeking to confirm my patient's information and update my account. The new system is problematic. Despite entering my correct login credentials and accurate date of significance, I am prompted to call Ipledge. However, each call results in immediate disconnection. This situation is unacceptable, and I need it resolved quickly. I am requesting to be contacted by an Ipledge representative who can help address this issue.

I recently received login information by mail but did not receive instructions on where to use it. The paper mentioned an "automated phone system," but I am unsure how to access it. When I tried logging in on the IPledge website, it did not work, stating my account info was incorrect. The paper I got lacks clear directions, leaving me confused about where to log in and what system I am supposed to use. I am still unsure about what the automated phone system is. This situation has been very frustrating for me.

I am having trouble reaching ipledge as the hold times are very lengthy, preventing me from processing my medication. The user ID and password provided in the email are not working. I have been on hold for two days, waiting for several hours without being able to speak with anyone. This delay is affecting my ability to start Accutane today, and I urgently need assistance to resolve this issue.

I am having trouble resetting my password after the recent update as I am not receiving the email with the reset link. My ID number is [redacted]. I have been on hold for 3 hours today without any response. I have been trying to call for the past few days because I need to refill my prescription, but I keep getting an engaged dial tone until today. After waiting for 3 hours on hold, I hung up because there was no indication of whether my call would be answered.

I am a medical assistant at a dermatology office, and our entire team is experiencing issues accessing the Ipledge system. I recently updated my account on Dec 13th, but when I search for a patient, no information appears. We have patients awaiting confirmation who have completed their labs and pregnancy tests and now need to pick up their prescriptions at the pharmacy. The pharmacy is also facing challenges with the Ipledge system. Please provide guidance on how to proceed. You can reach me directly at [redacted]. Thank you. - Sydney M. from Laura Hay's office at Skin Cancer and Dermatology Institute.

I have been attempting to contact someone from Ipledge since 12-10-21. My daughter saw the doctor on 12-9-21 but has not received her medication yet. I have called numerous times without success. I sat on hold for 2 hours on 12-13-21, left a call back number, but did not receive a response. The same happened on 12-14-21 for 3 1/2 hours. Today, I have been on hold for 1 hour. I have reached out to Walgreens and the doctor multiple times. I am frustrated with the situation. Why should my daughter suffer if she cannot collect her medication within the 7-day window due to Ipledge's issues? I am seeking immediate resolution.

I am having issues with IPledge as well. I have been trying to reach them for days now. I spent more than an hour on hold yesterday and over 1 hour and 30 minutes today. Unfortunately, I had to disconnect as I had to go to work. I urgently need my monthly medication, which my pharmacist at Hills Pharmacy in Easton, MD, has been holding for me. They are unable to get through to IPledge for authorization to release it. Can you please reach out to them and provide verbal approval? Contact Information: Hills Pharmacy in Easton, MD Phone: [redacted] My details: Mimi S. Username: [redacted] Phone: [redacted]

On 12/15/21, I endured a 4-hour and 22-minute hold without any response. I had to listen to piano music during this time, but ultimately, I had to hang up as nobody answered. The new system transition seems to be dysfunctional. Every time I enter the correct NPI and DOPS, it results in a failure message. I tried calling [redacted], but the only option available is to stay on hold indefinitely. When attempting to re-enroll in the new system, I was denied due to my NPI being already registered. I requested an email for the DOPS, which I never received, even though the correct email was used. The entire iPledge process has been a disastrous experience. My patients are unable to retrieve their medications and are stuck after entering their iPledge# and DOPS. This chaotic situation impacts everyone involved, and it is clear that the new system rollout was not executed properly, causing a significant amount of inconvenience.

I recently updated my account details, but I'm unable to log in using my usual username and password. When I tried to reset my password through the "forgot my password" option, I was told that instructions would be emailed to me. Unfortunately, I never received any email with these instructions. Despite checking my inbox repeatedly, nothing has arrived. I've been calling the Help line daily for the past four days, waiting on hold for hours each time without any success. Today, I urgently need to pick up my prescription from the pharmacy, but without access to my Ipledge account, I can't complete the necessary steps to have it prepared for me.