Express Scripts

I began the process of filling my brand-name prescription in mid-December 2025. Since then, I have run out of the medication, and Express Scripts has shown no concerntelling me to pay out-of-pocket for $2,000.

I have been on this same medication for over 10 years, and

prior authorization has always been part of the process. This is not new for either myself or my doctors office, yet this time has been by far the most frustrating.

I have received conflicting information from Express Scripts multiple times and am still waiting for the prior authorization to be approved. My doctors office has submitted the required forms repeatedly, yet when they are denied, they only receive the form back without any explanation of what is missing or needed. The most recent form was even canceled and marked as duplicate which was incorrect.

I had to call and escalate the issue to an Express Scripts supervisor, who reopened the request so it could be processed. She assured me that a pharmacist would review it and promised to call back within an hour with the outcome. Two hours passed without any update, so I had to call again. During that follow-up, the supervisor stated that the doctor must include what I am allergic to in the generic version.

How is that even possible? How would I or my doctor know what is causing the allergic reaction? Am I expected to undergo allergy testing before receiving my medication?

This entire process has wasted significant time for both me and my doctors office. I have called Express Scripts three times today and yesterday to complete a 3-way call with doctors office to eliminate any misunderstanding as to what is required.

The requests are still getting denied. I am really hoping that this latest form and doctors note will finally get approved. During my last call, I asked the supervisor if someone could be assigned to follow this request through to completion and provide timely updates, as I need this medication filled as soon as possible. Unfortunately, I do not feel confident in the response I receivedshe simply said she would send a team email.

That does not provide any assurance or accountability, and given the repeated delays and miscommunication, I am extremely concerned about whether this will be resolved promptly.

There is so much emphasis on mental health and ensuring patients receive proper treatment, yet this experience does the opposite.

It creates unnecessary stress and delays in care. Express Scripts needs to improve communication, transparency, and efficiency in handling prior authorizations.

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.