Express Scripts

I sit at home thinking I have a prescription coming and nothing. I call.

Im told they will handle it. Still no prescription. I call. Now Im told they dont do that.

I do what they tell me and I wait. Nothing. I call. They tell me they actually do the first thing and offer to do it.

I say ok and wait. Nothing. I call. Im told something completely different.

They say its fixed. Nothing. I call. They tell me something else and I do it.

Nothing. I call. Im told absolutely no question everything is right and meds are in the way. One hour later an email saying theres a problem.

I call. Now Im told the burden is on me although I didnt do anything except what they told me.

I canceled the prescription after doing this for 10 months. Picture is the message one hour after being told it was being shipped.

I have NEVER had a seamless experience with ExpressScripts and I have two children who require daily doses of controlled substances due to ADHD/ASD. Not once.

Never. Doesnt matter the situation in the years Ive been doing this as a parent whether its the script, processing, shipping, delivery, accountability, resolutions; nothing. The company has no idea how to effectively run a company of this magnitude and unfortunately, it doesnt matter because families have no power. They must use this company because of their insurance [like myself], so their incompetence goes completely unchecked.

I absolutely hate it.

Examples:

1. Lost medication for my son and ZERO protocols to rectify such as claims against the shipping company, or definitive ways to get me the medication in an efficient or expedited way due to their mess up.

2. No source of customer relation resolutions for the mistakes the company makes such as paying for a new bottle, paying for expedited processing or for overnight shipping. I had to pay out of pocket.

3.

The level of repetition required to get an answer - multiple phone calls, loss or lack of information on account, repetition of information, waiting on hold to speak someone to verify and go through process again and again.

4. Hung up on by a representative.

5. Calling 6 times in 72 hours and sitting on the phone for over 4 hours and still not having a resolution.

6. On four different phone calls repeating to 4 different people the appropriate address the medication needed to go.

Each one misspelled the different parts of the address. Why doesnt Express Scripts have a system that autogenerates when you type in the zip code or beginning of street?

7. Tone of customer representatives. Useless and incapable of helping.

8.

NOTHING said to be completed by previous people was ever completed or noted - which required me to continually call back and follow up on this companys incompetencewhich then led to more waiting and incompetence because what was supposed to be accomplished wasnt. And when I checked online each time for this updated information, it was not there.

9. Certain Customer Representatives apparently have different accessibilities so if I call with a question concerning my sons medication, I may or may not be able to have my question answered depending on the person who answers the phone. Consequently, Im constantly transferred to different people.

10.

It took me being on hold for MORE than 30 minutes for a supervisor to be available and this was after speaking to someone for 10 min who didnt have access to any of my information. I still never accessed one because then I was transferred to a new representative who had me go through the entire process again.

It felt like a game, and I was the loser.

We received a monthly report from you telling us we could get 90 days from you.

It took a long time for someone to answer, i was told you didnt have the drug. I questioned further because its a common drug.

I asked to speak to the pharmacist, I was left online for 34 minutes before I had to hang up. Then called the Pharmacy number got through and set up the switch. Ive been asked about another prescription and I was put on hold and after a while the phone went dead. I made sure they had my phone number, but I never got a phone call back.

I am not particularly pleased. Also, it is difficult sometimes to speak to people in a foreign country where theres a lot of different people talking in the background using a language that you dont understand.

I have numerous complaints regarding issues I have encountered with Express Scripts. The specific concerns are as follows:

1.

Refusal to cover increased costs for prescriptions filled at outside pharmacies, while simultaneously increasing copays for prescriptions filled through Express Scripts.

2. Overruling my physician's prescription decisions and not allowing my prescribed medications to be filled.

3. Limiting the number of refills I can receive in 365 days for a specific dose and/or brand. For example, I am only allowed to receive 1 dose of 12.5mg in 365 days, and 2 doses of 10mg in 365 days, all while my physician has requested this specific dose to be maintained.

They overrule that decision.

These actions are contrary to what I believe is fair practice and are negatively affecting my ability to obtain necessary medications. I have attempted to resolve these issues through your customer service, but my concerns have not been adequately addressed.