Express Scripts Reviews

So now... Dr. has switched me to insulin pens which eventually I did get. Took many phone calls to get that straightened out. I could write a novel on that but in a nutshell, I was told that they could not understand how the prescription was written. I use a sliding scale and while I have the scale, the prescription had been written for not the max dose but the next one to it. Not sure if they were afraid I'd inject too much or what but... First they said they would ship. Then they said they wouldn't until the Dr. straightened it out. Then all of a sudden, I got my insulin. But... What? Somehow got alerted that they were sending another insulin prescription. I can't remember now what alerted me to this. I called and they told me that they thought I would WANT another 90 day supply because the first batch that they sent had the wrong prescribing info. Actually, it wasn't wrong. I am well aware how to use it. They just can't figure it out.

So... Fast forward to like a month and a half or something. Was checking my bank account online and there's a pending charge to Express Scripts. I called and got a bunch of mumbo jumbo from them, starting with my barely being able to hear much less understand what they were saying. Then being placed on terminal hold waiting for the pharmacist.

First they tried to tell me that my Dr. just sent in a new prescription with a new dose. I said this couldn't be. Hadn't been to the Dr. and don't see the diabetes educator till Thu and the DE is the one who sets my doses. Then they quickly tried to change their tune, saying that the prescription had been written wrong and they were trying to correct it.

I stopped them in their tracks and told them that we'd been through this over a month ago and I assured the pharmacist then that I didn't need more pens. Especially since I am still using up the vials and syringes that I still have. Still have one vial that I will start in three days. And no, I don't need another crisper drawer full of insulin. I then asked them if they were supposed to contact me before sending a prescription and they said that they were. My account is set up so that I must place the order and not automatic shipments. Looks to me like they tried to slip one over on me.

They really couldn't explain why this happened. Each time they tried to give me a different story, I said, "Nope". Then they tried to give me a new story. Bottom line is to watch them like hawks. Now I have to waste more of my time following up on this because I don't trust them to cancel the order like they said they would. We've played this game before. They'll say it is too late to cancel then make me pay for it. Not happy!

I tried to explain the situation and asked if they can cancel the order so I can fill at my local pharmacy instead she says "No, the order is already processed through your insurance and it can't be cancelled. If you go to your pharmacy you will need to pay full price for the meds." I explained to her that the meds cost over $1200 at full price and she told me again that next time I need to make sure I order in advance so this doesn't happen. So, yesterday I get an email saying my order has shipped but no tracking number (since they are refrigerated I need track them so I can make sure I can be there to receive them). I checked the website for a tracking number and it says the order has not shipped. I call CS and get another rude rep who tells me the order hasn't shipped and that the earliest anything would ship is Monday, but it could be even later because their ship dates are only estimates.

So, I am now totally out of insulin (and have at least another 5 days before it will arrive), can't fill at my local pharmacy because medication that has not even been shipped has already been charged to my insurance (according to their CS reps it was charged 7 days before the ship date they are now giving me!), and all I get when I call this company are rude customer service reps who don't care about how important medication is to their customers and how desperately ill they can become when they run out.

If I have a balance they put it on his account and vice versa. We cannot get them to comprehend it's two different accounts. They blame it on Verizon. Then they tell you that they do not bill on each others accounts when I am looking right at it. Back in April I spent time with a rep who credited a bill and in addition we had sent two checks that day after speaking with her. Cannot get that rep on the phone. They leave numbers with extensions that never answer. They have all sorts of computer systems saying this one doesn't recognize this, that, or the other. Guess this company can't put everything into one system. Spent 2 hours on the phone with them last week along with a rep from Verizon benefits. Finally got them to agree that all I owe is $20.92 - think it was resolved only to get a call 4 days later insisting we owe 90 something dollars.

They tell you what is in front of you is not correct that you owe thats it. Reps are rude, clueless and don't give a hoot. I am still in major dispute with them and they have now suspended my husband's account. This company truly needs to be seriously investigated by someone. I refuse to pay them once again for something I do not owe nor can they explain why I owe it. Somehow this is getting fought to the end. I have had all I can tolerate of this incompetent company!

Original Review: June 15, 2016

My doctor ordered my maintenance medication while I was still at the office and it was approved by Express Scripts shortly after. Since then, I haven't heard a single word from them regarding collecting a payment or even delivering my medicine. Then, once I realized I was getting low on medication, I did as their website said and got a second prescription from my doctor so I could pick up enough to carry me over from a pharmacy locally. After having insurance decline the medicine locally, they called to notify me that Express Scripts filed for multiple medications and as such, limited my ability to get any more at a local pharmacy. I use 4 medications (2 of which are dosed at 3 pills daily) and have yet to receive a single one, which is quite frightening. Word of advice, just be prepared when ordering. Make sure you have enough to last you while you wait, and be sure everything is approved by insurance after ordering.

The office said they would keep an eye out for it so all I had to do was wait for my prescription. On June 8th I received my prescription only to find the name brand version in the packaging along with a $49 bill for the prescription. I was not told that I would be receiving the name brand version, nor was I told about receiving a $49 fee. So I call Express Scripts up and tell them that this was not what I wanted and it was certainly not what I agreed to. After about an hour on the phone and talking to three different people, including a pharmacist, I was told that I had to destroy the medication and pay the $49 fee.

I argued with them that it was not what I wanted and it was not my fault that I was sent something that I was not expecting at all. Their explanation was that, although they sent a request for the generic version of my medication my doctor sent back a prescription for the name brand version and that they had to fill it out no matter what. According to them, they couldn't call me and tell me that I would be getting something totally different and a $49 fee, they just had to fill the prescription sent by my doctor and send it to me. I certainly will not pay the $49 and will dispute this with my insurance company. Express Scripts clearly has a communication issue with their customers and refuse to admit to their numerous mistakes.

Utter lack of communication concerning when an order will actually ship. If I am traveling and they decide to ship and I need them to delay shipping for a few days, they just cancel the whole order instead of changing the shipping date. I then have to check the status daily and then reorder which puts it all back in the 14 day processing cycle making it difficult to ensure I have it on time for my scheduled injections. Because of the refrigeration issue, my previous supplier would call and schedule when I wanted delivery.

When Express Scripts are low on inventory, they just cancel the order without informing me that they cannot fill the order. If I don't check the order status every single day, I don't know that the order is no longer in process. The order is simply removed from the list of my refill orders. It is unacceptable that 3 of 6 orders have been affected by their inability to fill the order due to lack of inventory. Clearly, if they are not going to invest in adequate inventory, a customer should be able to opt out of the requirement to use Express Scripts for this (or any other) medication.

When Express Scripts cannot fill the order for which they hold the prescription, the onus is put back on me to obtain yet another prescription by my doctor and have it sent to another network supplier for fulfillment. Since Express Scripts doesn't communicate the problem of filling the order in the first place, I don't find out until time is very short. This time, there are 5 business days left to get a new prescription from my doctor, get it processed and then get it actually delivered. Getting this one prescription filled and/or refilled with Express Scripts is an absolute nightmare. If I could afford to pay full price, I would switch back to filling it through the previous network supplier!

Okay, so while on the phone with my doctor, they phoned it in and faxed. ES sends two emails two days later once again advising that they need the refill RX from the doctor. I called and that's where the fun really began. I was disconnected and nobody called me back. 4 times later, I finally get the same rep. Explained the problem and frustration. It was like she could care less and just kept repeating herself that the RX was never received. I tried to explain that ES made an error and it was sent by my doctor. I asked for a supervisor - the supervisor REFUSED to take my call.

After 45 min. I turned it over to the spouse because I was on the verge of a nervous breakdown with this rep. The spouse asked to speak with someone else and was transferred to the pharmacy who confirmed receipt of the RX but advised that ES told them that they need a coverage review. What? So back to ES rep who again insisted that they are just waiting for the RX from the doctor. Okay, so the spouse started all over again. Now transferred and conferenced with my insurer rep. They approved the RX and no need for a review. In fact, they confirmed that ES NEVER even submitted the RX to them!!!

So now both the spouse and my insurer are trying to explain this to the ES rep who just could not understand the problem and still the supervisor REFUSED to get on the call. After 1 1/2 hours, both the spouse and the insurance company rep finally spoke with another individual who advised he corrected the error on Express Scripts' side. He refused to send a confirming email and refused to provide his full name. So can't wait to see what's next... having to make yet another frustrating to Express Scripts to start all over again because my confidence in them in 0.

If the original customer service rep (I have her name) had just listened to the concern and looked into it instead of just sounding like a broken record and repeating "we are waiting for your doctor to send the RX", none of this would have occurred. Shame on their customer service. Customer service is about listening and resolving - not ignoring and repeating the same stupid, inaccurate sentence! I will be filing a formal complaint with my insurer in hopes that they will allow a different company to handle my prescriptions. Disgusting!

The missing information was then given to Express Scripts and was told to the nurse that I would be getting a call for shipment. Mind you, these first few calls, Express Scripts consistently verified my address prior to moving forward with a conversation about my prescription. Fast forward after the first initial missing information, that Monday after, still no update. I call Express Scripts and they tell me that the dosing is not legible and that they are waiting on the doc office to clarify the dosing.

I call my doc office to let them know that they need to contact Express Scripts because the dosing is not legible. I had not one but 2 nurses call within 4-5 days of each other because after one called with the correct dosing, the system still showed it needed to be updated. The second nurse calls with correct dosing and was told everything is good to go and that the patient would receive a call about shipment. Fast forward, 3 days later because again my doc office isn't open Fridays through Sundays. Still no call about my shipment. I call back to Express Scripts and this is several calls in one day. Here's the rundown of excuses within 2 weeks of why my prescription is still not ready for shipment:

Missing authorization and directions and dosing. Canceled prescription because they could not contact the doc office. They required a new prescription and received missing docs but dosing is not legible. Dosing is clarified by 2 nurses within 4-5 days and shipment should have proceeded. Another call and this time they have all the correct dosing, but they are out of stock of the medication that is being requested. Same day I call back and the rep says, "We have some in stock and will be calling for shipment in 24 hours." 24 hours later still no call. I call my rep for the medication and they called to speak with a supervisor. This time, their new excuse was that they sent the meds to the wrong address and that they would need a totally new prescription. Now remember, I verified my address every time I have called in order to continue speaking with them about my meds.

Every day I called about 2-4 times and every time I spoke with a rep, each and every one had a different reason or status of my prescription. This has been a nightmare and the nightmare is still going. Do not believe everything you read on your status through their website and make sure you call several times or several numbers to get a solution. You have some reps with Express Scripts who are willing to go out of their way to help you but most of the reps I have come across will give you basic information.

I was told by the supervisor that they CAN do more for you if they are willing to help. I pray I have a solution soon as my condition is getting worse. Oh yeah, and they told me to call my doc and have them send a prescription to my local pharmacy if I need my meds that bad. Well... If they knew what they were talking about they would know that the medication that I need is not allowed to be filled at a local pharmacy! Good luck to all who are having issues with Express Scripts. Unfortunately, they are the only pharmacy I can use because of my Tricare.

I was told after two hours of my time on the phone with first Christina, and finally Marissa, that the issue was now resolved and that I would be receiving my correct medication order within a few days at zero cost to me (which is a condition of my company's medical plan for preventative medicine). This morning I received an email alerting me that my new prescription would be mailed on 6/6/16. It is the generic version again!

I am now on hold with customer service waiting to speak with the pharmacist AGAIN. I have been on hold for 26 minutes. I actually had to demand to speak with a manager (while speaking loudly over the customer rep. secondary to her actually refusing me access to a manager) because, according to her, a manager could not provide any additional information other than what she had just told me (which was that she did not know if or when the correct version of my prescription could be mailed out).

Each representative I have spoken with tells me something different when I am switched to them (I have spoken with Christina and Marissa on 5/31/16 and the very rude and unprofessional representative this morning, and manager Brandon today - 6/2/16). The representatives appear to have the authority to make medical decisions for me without having knowledge of my personal medical history, and without having gone to medical school. Leaving out the reps making medical decisions on my behalf, why would a pharmacist who has no knowledge of my medical history have the authority to override a medical decision made my MD?

I have had to provide my birth date and address repeatedly on the same phone call. I have had to provide the specific medical reasons why I cannot take the generic version multiple times to non-medical staff who do not understand the medical terminology I am using to describe the issues with taking the generic version (there are significant medical reasons for why I cannot take the generic version, but I think that my MD stating on the prescription that it should be filled as prescribed should suffice, as he is the medical professional and has knowledge of my medical history). Additionally, providing my health history to non-medical staff so they can make a medical decision as to whether or not to follow my MD's prescription feels like a HIPPA violation and like practicing medicine without a license.

I loathe not being able to speak to my local pharmacist face-to-face. I sincerely wish my company did not require me to deal with these non-professional, non-medical and very incompetent people at Express Scripts. If I had any choice in the matter, I would deal directly with my local pharmacist, who just fills the prescription exactly as my MD prescribes.

I finally speak with a supervisor who gives me the number to a customer advocate line and I've been on hold waiting for exactly 1 hour and 52 mins... GREAT. Something must be done. I was supposed to apply yesterday. Now I have to wait until next week (even with expedite shipping) throwing my entire cycle out of whack. If, my insurance company only allows me to cont. to get my prescription though Express Scripts, then I will completely remove myself from the plan and purchase my own plan because I REFUSE to deal with this company.

This story is far from over. By the time I file appeals etc. they will have wasted more than $90 in man hours. I intend to contact the insurance board for our state. I told the 'supervisor' I spoke with today that I want anything cancelled that hasn't been sent. They have a drop down menu that indicates it is for order status but just says items are pending for 3 months from now but no way to cancel! I can't even delete my payment method so now will have to cancel my account and perhaps if they have no way to charge me they will get the hint. I will be appealing to Anthem as well. My insurance premium for 1 person is $860 a month & this is the service you get. Then, just now I went back to their site to find the order # for you and it's not on the list anywhere. I had to go get the box.

Updated on 5/28/2016: Apparently when this company responds to us and we reply, those communications are private, so I am writing here again to keep you informed, and let you know they do read these reports. It doesn't seem to improve how they operate, at least not yet. I received a call from one of their reps today because of my review here. Then I came to this site and found they have replied to my and have a very slight hope that I will get my money back. The following is my reply back to them after we talked.

"When I spoke to this company at the beginning, their representative and I went over exactly which prescriptions I wanted to be changed over to mail order. We NEVER discussed this medication which they sent me because I am not currently on this medication, PLUS, it was not one which I had requested. If something like this had happened with my local pharmacist he would either have called me or asked me about it on my arrival. Beyond that, If he had already packaged it up, the error would be easy to reverse then and there and I would not end up paying for something I do not want and never asked for."

When I just spoke to the Express Scripts agent she tried to tell me they DID fulfill their job by sending me the prescriptions. NO, I do not call it fulfilling their obligation when they send me something I did not ask for. Once again they tried to blame the clerk at the doctor's office, saying they have to send me whatever the doctor tells them. I feel that since I PAY THE BILL, they are under obligation to send me only what I ask for.

UPDATED ON 11/01/2016: I have already complained about how I despise being forced to get my birth control by mail. I emailed them to tell them I never got it as I live in an apartment building with shared package area. Not only did I never get my medication they ignored my email! In my company I work for my only option is to use Express Scripts and I am highly disappointed with that option. They need to stop mailing immediately and allow me to pick up my prescription from my pharmacy of choice without having to pay their ridiculous $30 fee. Enough! Stop being a ripoff!

This year, they started out with the same scam again, but then added a new twist by inventing three new criteria that I somehow had to magically meet for them to provide coverage for the same medication. Essentially, they wanted me to somehow produce my 20 year chronic nomination medical history that has spanned doctors in four states and two countries!

In one of the dozen or so coverage denial letters they have sent me, they indicate that I can appeal the denial in writing by sending a request to an "address below" - and then there is a big space with no address! 45 minutes on hold with Express Scripts and our worthless Care Coordinator still couldn't provide the address!!! I finally had to find "other ways" to get my prescription so that I can sleep and not worry about falling asleep while driving with my child in the car. Ironically, this other route is ACTUALLY CHEAPER than Express Scripts' insane prices. Bottom line is that Express Scripts main goal is to not pay for prescriptions, any way they can.

I mention to the poor employee yesterday, that I have been out of my blood pressure and Insulin for a week now... maybe my hospital bills will be going to them if there is an issue. For a medical company, they do not seem to understand the impact to one's health, by withholding life critical prescriptions. I am so angry, and tired of spending hours a day, multiple time a week to try and get my meds, that I could just get easily as the local pharmacy ~~~ AGGGHHH.

Tonight I was on the phone for 45 minutes. I got hung up on three times after. God, having gone through that damn menu and this time they're late with my medication. I have one pill left. I ordered in plenty of time for them to have 7 to 10 days to send me my meds and from what I understand it's sitting with a bunch of other people's medications on a pallet in a post office waiting to get picked up and it's been sitting there for four days and so now there's no way I can get the medication I need over the weekend because my doctor's not around so this is it. I have had it. Every single 90 days I need a new prescription I have to go through this every single time. I'll be damned if I'll use the automatic subscription renewal. It's bad enough talking to real people let alone to an automatic system.

Express Scripts sucks. You get what you pay for ** monopoly who don't care about people, who don't know what they're doing and don't care that you might be suffering. As a result this is what's wrong with America people like this companies. Like this, you don't give a damn about anybody but the bottom line. Oh they took out my money out of the account. It is already out of my bank account. They got what they wanted. **, that's the nicest thing I can say about them.

Shame on you. I hope your children have to take this kind of crap. I hope they suffer. I hope they suffer because you deserve it. You will collapse along with the rest of this society believe me. I hope you all become very ill, very very ill, and you'll remember this email if you - if anybody ever reads it, you all go to hell. They also take your calls without telling you ahead of time which is against the law. One fellow he said he would bring up that suggestion to his supervisor spot. Doesn't have anything to do with bringing up a suggestion. It's a law that he should know about. He didn't know about it or he said he didn't know about it. ** everybody's a bunch of liars.

On May 17, 2016 I called Express Script with concerns. I had not received my order of ** and I had no more pills. I was informed that my physician canceled the order. I immediately called the doctor and they had no knowledge of this cancellation. My physician immediately sent a ** new order of ** to my local CVS. May 18, 2016, I received another email from Express Script stating that my order for ** Tablets was being processed.

Once again I called Express Script and was now being told that this was the generic of **. How can a company change your medication without informing the patient or the doctor? I was told when a generic is available they can change it if the doctor hasn't requested the name brand form. In this case the name brand had been requested since December 14, 2015. Express Script chose to change it without notification. Even the representative, Donald, didn't know this was the Generic form of **. This is putting a patient's life in danger. I was without medication for 5 days and was never notified about the changes.

First of all, when was my child diagnosed as being bipolar? This is gross negligence on the company's part. What fraudulent kind of company is this? My child has NEVER been diagnosed with anything of the sort. At the bottom of the letter it states that "Express Scripts manages your prescription benefit from your employer or health plan." Seeing that my son has never taken medication related to any psychological condition, what planet are these people getting information from? And why is my health insurer sharing my address, etc. with a third party?

This is an egregious violation of my family's privacy. I had never heard of this company. Express Scripts contacts me in an aggressive effort to solicit children for test studies of bipolar medication when it doesn't even apply to my son? Medications for bipolar disorders can have serious side effects... and try it out on children who don't even need it? I will be contacting my medical insurance company first thing Monday morning. Medical negligence is not a joke.

Then they tell me that "my plan" has a $150 maximum charge for billing. I contacted my insurance carrier and they have nothing in the policy that states any such limit. Get back on the phone with ES and now it is all of a sudden their "courtesy limit". This conversation was not the last one. Checked my online account with ES and they have still not processed the med. It is now because "the doctor has not sent instructions." I have called the doctor again and they sent them two authorizations on the 10th of which the "pharmacist" from ES states he can only find one that does not have instructions.

Called the doc again, they have again sent the prescription with instructions. We are now to May 14th and the prescription is still listed as having no instructions but contacting the rep now says it is in process and will be shipped to in 5 to 8 days. I asked if they could send it any quicker as I am now very low on this med which is a pump delivered med and is metered by the pump for the amount to be used and not very likely to be able to be made in 2 to 3 day amounts.

Now I am being charged another $21 to get the med shipped quicker. The online account still has the med waiting for Doctor to respond. OK but that turnaround of 2 days now is at 2 days to get to process and then they have to send it. And I asked if they work 24/7 on prescriptions and the answer is now not on Sunday so if they started to process it today they won't ship it til maybe Tuesday and I might have it on Friday? Now we are getting to the part where the med will run out before I get the refill which will now cost me another $221. OH and by the way this med helps regulate my moods. So the next time I call them I won't be so nice to any of them. So many things have been said and retracted I do hope they have all of my calls on that recording. So anyone out there working on a class action suit I am interested in joining.

Thus, someone in another state is taking the wrong meds and might not know it. I have kept copies of the messages I've sent and received from Express Scripts, and they are ridiculous. I don't know how to get warning to the other patient that they're taking the wrong meds. Oh, and they blocked my refill scripts today at a local pharmacy because it's "too soon." Had to pay completely out of pocket.

The most recent incident was just 5/9/16, I called in to have a prescription sent to me and asked if they were sending my Diabetic test strips. They informed me that they never filled those and that I filled it last on base. I said "ok, I'll go pick it up there tomorrow." Today, I got a bill from Express Scripts and called to find out why. They filled the same prescription that I got on base after telling me they didn't! It's now "on its way" and I am responsible for the co-pay. I will now have two sets of the same prescription. This seems like a serious safety issue, especially if someone abuses medication.

When I asked the supervisor, Sherry, if she thought this was reasonable she said, "I can't comment on that." Seriously?! I brought up the safety issue to her and she was not phased. She essentially said, "oh well". I have asked that they do not send me any medication at any time for any reason. I'm sure they will not honor that. I HATE this company and cannot believe that military members are forced to use them for maintenance medications. Their actions are at best negligent and at worst criminal.

If I do not get a refund on this bottle of medicine, I intend to go to the newspaper. This company is SO NOT legitimate. They are not even registered with the BBB!! Really?! C. H., Please know that I spoke to those very same women. I was on the phone for over three hours today. Ridiculous! The women claim to be submitting a refund REQUEST. I interjected and said "not a request, just a refund." We will have to see what happens. Also, during that conversation with the women from Express Scripts, an Anthem (Paula) wonderful representative was on the call as well taking notes. People, please know that Express Scripts benefits only one person, but it is not just one person. It is a bunch of money hungry, greedy insurance companies and Express Scripts. Very sad!

Currently, they are refusing to fill a prescription. My doctor has sent them MULTIPLE prior authorization forms and they claim he hasn't. Then they totally denied the prescription; I appealed with just cause and was supposed to hear their determination in 15 days; it has been over a month! Apparently, they have a contract with the insurance company to fill prescriptions for X amount of dollars a year, so they stall, stall, stall if it is even a remotely more expensive than average medication.

So I called BCBS and told them my husband would be out of medicine the next morning and I had already paid out of pocket for a few days' worth of medicine, which I was told 90 pills would run 1000 - 1500. I proceeded to them that I would hold them accountable for his health. We pay $1732.50 per month for health insurance and have to go through this kind of treatment. After that conversation and 3 transfers later, I did get an approval for 1 month until things were straightened out. That was 1 month ago and nothing has changed. No call from Express Script. I finally went down to doctor’s office and they were visibly upset. The girl that took care of it the first time picked up the phone and called. Twice she was hung up on and stayed on hold for 55 minutes trying to get my husband's medicine. Another girl in the office started calling to get prices for the much needed medicine and found 90 pills for $72.00 without insurance.

So how can 90 pills be 1000-1500 at one pharmacy and 72.00 at another. I called Express Script again today, no answer. There is a major, major problem going on in the drug industry and we need to file a lawsuit and stop this. They need to be held accountable for our health. The top CEOs need to be in jail and we the people need to stand up to them. I hope that some decent, honest lawyer will see these complaints and take this company to court and shut them down. HOW CAN ANY DRUG COMPANY GET AWAY WITH THIS. SHAME ON BCBS FOR FORCING THEIR CLIENTS TO USE THIS DRUG COMPANY. If something happens to my husband because of these greedy companies, I will do whatever I have to do to make them accountable.

I was thinking about it before making this post. So what if the drug is covered or not? They are not paying for it. We have no choice but to have this insurance. A drug is a drug; it makes no difference whether the drug is in the formulary or not; the company is not paying for it during the deductible period. I plan to call the company on Monday and discuss this issue again. I forgot to mention, the two times I called I was asking to speak to the CEO. I will be headed there again on Monday. I also plan on a letter, telephone call and email to my congressional reps too. But on a negative note, they don't care. They have theirs.

The first response I got was that my request had been denied. It did not reference my written appeal at all so I contacted them again and this time was advised my medication had been approved. They apologized that I had not received a letter advising same. However, the email did not provide direction as to how I could actually fill the prescription because it had been cancelled by Express Scripts (I had asked that it be put on hold until the billing matter was resolved). A third inquiry was sent and I was advised that I have 120 days to submit the medication manually and then supposedly it will be able to be refilled online. I will send the paperwork tomorrow, but I'm not very confident that my prescription will be filled. I have been without medication since January 2016.

Either our NEW doctor did not submit ** refill as "DAW" or E.S. decided on their own to send him "generic", that's what he received. My husband suffers from severe GERD and has tried at least 3 other generics as required by insurance companies and so far only name brand ** makes his GERD tolerable. Now it's 4/8/16 and generic arrives and we call E.S. and get the runaround. 4/15/16 still no **. 4/16/16 we had to beg our local pharmacy to let us have 7 ** pills at our cost of $61.03. 4/18/16 I contacted my benefits coordinator to help, E.S. rep said, "Since my husband, not the dr, requested the name brand **, we will send you at a cost of $387.39."

4/19/16 I contacted my benefits DIRECTOR and explained, he basically said the same thing. 4/21/16 ALMOST ONE whole month after our 3/25/16 DR. VISIT specifically to get ** REFILL for E.S. mail order program, his ** arrives with a bill for $387.39. So, Extremely Sucks made my husband SUFFER with vomiting, nausea, severe pain in esophagus for 30 days!!! 4/22/16 Emailed my benefits director who now could care less. I will only pay our $40 copay!!!

My doctor filled out all of the necessary forms indicating that this is a necessary medication for my condition, but still no relief from these people. And wait until you call! Evidently they've outsourced to the Philippines and the CSR is reading from a script and repeats the same message with every question asked. It's totally unacceptable and beyond frustrating. Unfortunately, this is the plan chosen by our provider and it is the worst plan I've ever been on. What are people who depend on medication supposed to do when that medication is withheld?

I had to look up some customer service on the internet, call, wait on hold, explain my complaint, get transferred, explain, get hung up on, call them back, wait on hold again, explain, get transferred again, explain again, and finally after 45 minutes they agree they won't call my Dr for me and won't charge me for the meds I didn't want. Seems like a HIPAA violation to me.

A pharmacist should catch that I'll want a fresh needle to inject with after dulling my needle on not one but two rubber stoppers - dull needles hurt! Now I read that Express Scripts has cut off benefits from covering PillPack, a specialized pharmacy that packages medications into handy tear off packs, one for each daily dose, to help patients better manage their meds and avoid errors. While I am adept at managing my own medications after my years of working in healthcare, I know many people who benefit greatly from PillPack's service. ExRx is hurting patients while continuing to increase their ballooning profits. Despicable.

They then sent me the same medication that wasn't working - their response was that he didn't specifically stipulate how the Rx was to be filled, so they sent me "what they had". I've moved to a new state, and am still trying to resolve the situation with new physicians, and now require an invasive procedure under anesthesia to re-diagnose an existing condition. Not only did Express Scripts' purchasing practices and policies cause me to become ill, now I have to undergo additional medical procedures.

When I called the first time the rep was very helpful. I asked him repeatedly if I would be able to pick up my prescription this month at my local pharmacy (because you can't exactly skip taking your birth control). He told me that I would be able to. Then he started asking about sending me a three month supply. I said that it would be okay starting the next month. We agreed and the call ended.

A little later that day I went to my pharmacy to pick up my pills and I was charged because the people at Express Scripts had already charged the month supply to my insurance (not even the three month that was discussed originally). Ridiculous! I called to ask for the order to be canceled and they did cancel it at the time. The following day in my e-mail there was an "order update." They had put in another order without even asking me or getting my approval. It was not shipped, it wasn't even what I'm used to taking! I called to cancel the order and they told me that orders cannot be cancelled once they are "almost shipped" and that they also cannot be returned.

In short - this basically means I'm stuck with a month supply of a medication that I will not even be taking and if I want to pick up my regular prescription at my regular pharmacy I will have to pay $20. A medication that is supposed to be FREE! I'm so livid I cannot even breathe. I would not ever recommend this service and I told them that I would gladly pay for my birth control if it meant steering clear of them. $20 would be more than worth that! Hell, I'd pay $100!

Unfortunately, I did not see my MD in 8 months and I don't see any correlation for this extra order. Your supervisor said the order can not be stopped. Very bad business on this managed service. I guess you do not help or service your customer on mistakes that come from your center. This the second time this has happened plus the mismanaging of orders; like sending prescriptions on auto refill way to early. Order were placed for 90 days and I received them in 50 days approximately. I do hereby cancel a bad service.

Updated on 04/05/2016: Follow up to my latest review. I was told after hours and hours on the phone regarding in February regarding compounding prescriptions to file an appeal. The reason why they wouldn't pay initially had to do with the carriers used in the compounds to apply the hormone cream to my skin. I basically analyzed the scenario to buying the car oil tank but not allowing oil to be put in it the tank. They were going to pay for the active ingredient (hormone) but were getting out of paying for it by refusing to pay for the ingredients that allowed you to safely apply it to your skin. Ok so they tell me to file appeal.

Go through the trouble of contacting doctor's office and having them write the letter with exact way they want it written. So far we are in (between the doctor and myself) about 6 hours. This might I add is the answer I have gotten after speaking to numerous people. Should have known better. I have been calling and they kept telling me that they would get with me when decision was made.

Yesterday I am told they have no appeal. They are saying that they never received anything. I spent about 3 hours on phone yesterday and have pictures of every phone conversation with their office indicating time spent. Last night I wrote a review on this website and today I got a phone call from Stephanie at Express Scripts. She goes on and on how she will help and she is so sorry. NOPE. Calls me back and says Express Scripts will not pay for the creams because of the carrier creams. I responded by saying the obvious. Express Scripts had no intent of paying this bill. The intent was to waste my time/doctor's time by having us do the dance exactly like they wanted to saying, "Oh nice but were still not paying!!!" They OWN their playing game scenario even if they won't admit it. Have plenty of names/extension numbers, pictures, receipts to share.

Finally after much haggling they granted me a 1 month exemption and let Walgreens do the refill. She then told me I needed to set up an account and proceeded to somehow find my email address, added the last 2 digits of my birth year then said I would use that as my password - OK? And that they would contact my physician for the script, which I told her absolutely not. I was flabbergasted by this rude person but instead of arguing I knew I'd delete anything they sent.

6 days later I received the full prescription by mail and I was livid. I called Express Scripts. Went through the same scenario and this time had a supervisor on the line. I told him of the conversation I had with the other representative and how dare they contact my doctor when told not to and that I wanted to send their meds back to them and exactly how did they manage to mail the pills to me when I never set up an account. He really had little to say but he would send return mail forms. I asked him what will happen to the medication once they received it and he told me it would be thrown out.

Complaints against this company aside, I can't believe anyone would accept mail order medication. Mine arrived in solid white bottles so you can't even determine if the medication is right until the bottle is opened. There is no name of a manufacturer or where they're made just that they're generic. Should there be a problem while taking the medication you can go through 5 minutes of voice prompts before you get a pharmacist or like the first representative told me it's OK if I talk to my Walgreens pharmacist in a pinch.

I refuse to be strong-armed into these suspicious programs. They are making millions off not only we the consumers but the government as well. While I appreciate and thank this website for the opportunity to sound off about my experience with Express Scripts it's imperative people contact their state and federal agencies to change things. And that's exactly what I've done. It's terrible to read how this company has impacted people's lives and well-being. Enough is enough.

I wonder how many out there have this same thing happen to them and don't even realize it. When I called to complain, they said they could save me some money by changing one of my meds to their mail order. I told them I'd rather pay a few dollars more than to have to deal with them. Aetna is just as bad. So many hidden costs. They're very happy to deduct their monthly premium, but pay for almost nothing. The file I created for medical and Rx costs now is called "I hate Aetna".

For whatever reason one of my husband's rx was already showing when I created our account, zero for myself & zero for our daughter. I called to "add a new prescription" on 2 separate occasions, 2 days apart & NEITHER time the rep verified the patient. First time, the rep got all the way to the end of the order before I had to ask her if she needed to know who the patient was!! I let the 2nd call only go halfway before again - I had to ask the rep if she needed to know the patient the rx was for. When the rx was changed from 90 day to 30 day supply per the dr, no communication was received that it was changed. Temperature sensitive meds were a whole new headache to try & discuss (but of course with no resolution).

We like to stay with a local pharmacy so we don't have 48 different people robotically filling our meds. Forget that with Express Scripts. They force you to change pharmacies by only giving 2 fills elsewhere, no option to pay a little more - only that if you don't change, they will charge you FULL price. Unfortunately their customer service to a pharmacy is just as bad. The Smart90 pharmacy we were forced to change to was transferred 5 times before (after 20+ min of being on call) she was finally able to get the information she needed to transfer our rxs to her store. There is more - I'm just sick of thinking about them & want them gone!

After receiving the wrong prescription I called and they finally said they would send me the correct prescription as a replacement, but from here on out, I would have to get a patient level authorization from my doctor to continue receiving the name brand. Fine, my doctor called, faxed in the correct form. I heard nothing for days. I called them to see if everything was in order. They said that the replacement that they were going to send out to fix the wrong prescription originally sent was rejected by another department in their company. This new person also said that my prescription didn't need a patient level authorization, but a co-pay adjustment, sorry.

Again, my doctor called, asked for the form. Instead of receiving a form for birth control, they received a form for **?! My doctor called me, confused and concerned, so I called Express Scripts. They apologized for the mix up and sent the correct form, sorry again. Small mistake eh? After receiving the correct form, she sent it to Express Scripts. Again, I heard nothing for days. I called them back, and the person couldn't find the co-pay adjustment form anywhere.

Finally, she located it, apologized because someone filed it incorrectly, so I would have never received my order. She corrected the mistake, and after being transferred to another person, I was told that the order was now placed and it should be mailed out in a few days. I received an email confirmation too. Finally, I thought I was done with this hell. But, 3 weeks later, I still did not receive my prescription. Apparently, because it was a replacement for the incorrect prescription it was never sent out to be filled and rejected by another department, because the system was showing that I already had my prescription.

This time when I called the woman on the phone said it wasn't their fault, because I should have called earlier to make sure it actually sent. Apparently it is the patient's job to babysit the pharmacy to make sure they are doing their job. When I asked for it to be expedited, because my current prescription is out next week, she told me she couldn't guarantee me anything. Amazon can guarantee 2 day shipping or less on everything, but Express Scripts can't guarantee anything. I plan to call daily. That is the only way I will get anything done is to stay on the phone with this awful company day after day to make sure I get my prescription. I miss the days when I was allowed to pick up my prescription at CVS.

This was never a problem at CVS because they would call the doctor's office and have it corrected before filling the prescription. Unfortunately, for some reason, the chart at the doctor's office had not been changed. The doctor's office called Express Scripts immediately and I did the same. The prescription was not supposed to be shipped until 3/31/16. The Medical Assistant was told by Express Scripts that it was too late to make any changes. I called Express Scripts and spoke with a representative and a pharmacist. The representative did everything she could to stop the order which was not supposed to go until the next day. Later that afternoon, there was a charge pending on my debit card of $164.47. I called the bank and told them I did not authorize this charge, but there is nothing they can do until it goes through. Then I can file a dispute with the bank.

I opened my e-mail this morning and saw that the order was shipped at 5:45 AM on 3/31. I called Express Scripts. Their representatives seem to have "canned" responses. I told them I authorized $42.25 on my card and asked how they could charge more without contacting me. I was told they can charge up to $500 if they have a card number on file!! They take orders from the doctor, not from the member. I pointed out that the doctor does not pay for these and they should have called prior to charging an unauthorized amount. They again repeated they can charge up to $500 without contacting anyone. I have a copy of my order form and there is no disclaimer - she said, "No, this is our policy".

I would not give up and they finally agreed to reimburse me for $62.50 which was 50% of the amount charged. They were going to apply it to my account. I told them I wanted it returned to my bank account via the debit card. They agreed to do this and although I can see transactions under my Express Scripts account, nothing has hit the bank yet. I am extremely concerned that any company can arbitrarily charge whatever they wish without notification or authorization. I will be going on Medicare later on the year and I know Express Scripts offers prescription coverage for Medicare Patients. Is this how they treat their customers on fixed incomes? This is absolutely wrong and must be illegal in some respect. It appears as though they are finding ways to put money in their own pocket. In good conscience, I cannot let this rest.

I contacted ES with some questions as they informed me that my refill would be $300 again and I inquired why, they simply told me "We do not cover that drug anymore". I selected this plan because it was covered and it had the best diabetic coverage not for them to change the terms and not allow me to select another plan! Why and how can this be as I need this drug to stay alive and you want me to take something that doesn't work. They offered me some Drug Program Number which happened to be WebMD (and I don't need that) and they told me to give my doctor an 800 number to call for my coverage to be reviewed. This is a bunch of hoops and should be done automatically as they told me my doctor obtained an exception for my prescription to be filled at all. Would this not prove medical necessity?!?

The handshakes, backdoor agreements, and kick-backs they are receiving by referring and keeping people in a circle of partnerships sharing the money is ENOUGH!!! I am very furious with this and since they cancelled my main prescription, I feel I should not be forced to continue with the policy as it has no use for me now and I can do better purchasing my own plan for myself and my family. One more thing, I am close to reaching my individual out of pocket maximum for the year. I asked ES about this and they said once I reach mine, I have to reach my family's before my plan pays anything. Is this what $500 a month for insurance gets me?!? Sham. Sham. Sham.

Someone has to do something as this is monopoly behind the scenes and just because it is not televised and agreed upon by the US Government doesn't mean it is not happening as this is happening to the insured daily. I am simply one example of it I am sure! You try to check your benefit coverage off of the ES Website as BCBS advises and it is never there to review. This is plain wrong!

At this time, I was told that it was not sent that I had only made a prepayment for the medication. A rude employee of Express Scripts told me that "THEY" contacted my doctors office and received no response. I was furious!! I explained that my doctor CALLED THEM they didn't call my doctor to renew the prescription and received a confirmation recorded telephone call verifying such. I did speak to the supervisor, Niguel , ID #**, who REFUSED to give me his last name, who also stated that I only prepaid the prescription.

Again, I was furious! I never prepay anything!! And had them note it in my file. These people are rude and condescending and don't care to hear your report of what actually transpired. At this time I demanded a refund and was told it would take 3 business days. 3 Three business days after they received their payment immediately. I will not deal with this company and would like for them to be reported. If anyone cares their license number is **. A class action suit should occur.

I did approve it 2 days ago. Then they say yesterday they can give me an override for medication at my local pharmacy but then my local pharmacy said it was denied. Then I call ES AGAIN and they say they can't do the override - even though the person yesterday told me it was done. Why can't I go to my local pharmacy and get my prescriptions covered??? ES should be fined.

Express Scripts required a physical prescription for these medications. My MD mailed in the Rx 10 days ago - I have checked every day since 2 days after being mailed and nothing was put into their system. I broke down and called ES yesterday - supposedly they never received the Rx. My suspicion is that they just threw out the written prescription due to the nature of the medication. They said now the medications can be faxed or emailed in even though they told the MD office that they would only take a physical written prescription mailed to them. If these meds weren't so expensive to pay for through retail, I wouldn't have even tried mail order, but unfortunately that's where ES gets you to. If you decide to fill via retail, they charge you more than via mail order. So very sick and tired of how Express Scripts treats everyone about their prescriptions - employees and general public.

From my point of view this is medical malpractice. Is there nobody that oversees and regulates them. I think their employees are all temps and put on the job with no training. I believe that most of the excuses they tell people are just made up because they don't know what to do or say. No one ever taught them. Medicare, supplemental insurance, co-pay fund and script have all been in by Mar. 9. Today Mar. 21 and still no meds. Lucky thing, her neurologist has been giving her samples. I'll update if they arrive today like the Medicare rep said they would. We called Medicare on Friday Mar. 18 and they called Accredo.

Updated on 03/21/2016: In fairness I need to update my review. At 9:00 AM I called Accredo and they said the medication had been shipped and offered to track it. 9:45 AM the medication arrived. 10:30 AM the pharmacist called and said he was sorry for the trouble we had and then went over side effects. I got two e-mails from upper management, one was an offer to help and the other was an apology. I hope that everyone here gets their troubles worked out.

Every time I call they assure my everything is fixed and they aren't sure why the previous person couldn't fix the issue. I've heard this so many times. I can assure you that my doctor and I have given them all of the correct information and account information several times over in a timely manner and they can't seem to get anything right. Also they will call and leave demanding voicemails about billing even if you do not owe anything. At times these calls are robots and they do not identify themselves and demand payment. What kind of business is this?

I just want my real pharmacists back. They know me and what I take. This company does not care about anyone they are serving. I have had hours and hours on a phone and they still get it wrong. I have cancelled my auto-ship 4 times in a year and still get meds I do not need. This company needs to be investigated. They, General Motors, would see that they are not saving $1 red cent on this co!

That was over a week ago, and I just found out by logging on to my account that they canceled the script. No notification, no explanation. The customer service people act like it's an inconvenience to answer the phone, but I guess in their defense, it's hard to stay positive when you're constantly dealing with people who are angry with your employer's lack of service. I wish someone would step in and shut this company down. They've scored a 1 on this site alone, and every review is written by a frustrated consumer who is at this company's mercy. Unfortunately, my insurance company makes me use Express Scripts, and there is no way around it unless I want to pay $2000 for insulin by going to a reputable brick and mortar pharmacy. None of us should be forced to use this inept company.

After I had run prescriptions through my local pharmacy for a month, I discovered from BCBS of OH that I would be forced to participate in mail-order prescriptions. This was new to me. I had heard horror stories from others about dealing with life on mail-order prescriptions and was not looking forward to the experience. My fears were not unfounded. I understand that it is BCBS of OH that is responsible for my need to mail-order through Express Scripts. However, this need puts your company in the unique position of an absolute monopoly.

I must order my drugs from Express Scripts through the mail. I must order my drugs from your company or go without. BCBS of OH will not allow local pharmacy orders for maintenance drugs. I want to emphasize that I do understand how the system works, and that there are rules regarding the regular use of mail-order. However, when coming into such a system for the first time there are bound to be time related issues with the alignment of various drug prescription dates as some run out a different times.

The following is a record of what has transpired since I joined Express Scripts in May of 2015. A key issue that seems to be missing on the part of Express Scripts is the notion that, I assume, a vast majority of your clients have multiple prescriptions for various orders of serious illness. Now, being HIV+ I have twelve monthly prescriptions. However, whenever I discussed my overall account issues with your reps they kept asking me which prescription I was talking about. Rather than dealing with me as Matt ** with twelve prescriptions, they insisted on dealing with me as twelve separate prescriptions that happen to belong to a Matt **. This view of your clients is aggravating to say the least.

When I first called to set up my monthly mail-order prescriptions, I noted that I had twelve prescriptions and was curious of what my monthly bill would be. Without flinching, the representative informed me that the first bill would be about $900. (I admit that this high bill is a reflection of co-pay issues, but when dealing with disabled clients, of age, who get paid once a month, it is still shocking.) I immediately asked about some kind of deferred payment and was told that clients were only able to carry a balance of $100 on their accounts. Anything over that would have to be paid first before drugs were sent. After discussing this with the rep for about thirty minutes they did offer the option of delayed payment, but only as a three month option. My three month supply of drugs was divided by three and the monthly billing would run for three months. I was told that nothing could change that.

(A) (This was about May 11th.) I said fine. However, I was told that the payments had to be made on an automatic withdraw system and that the date of the first payment was tied to the order date of the drugs. Now, as a person on disability I am paid monthly at the whim of a fickle insurance company that prides itself on paying disabled claimants in a window of one week about the same time every month. This means that even though my pay date is supposedly the 11th of every month, it could easily be on the 18th. With this in mind I was asking the rep to allow me to be billed on my monthly plan after the 20th of the month, as I am never sure when I am going to be paid. In fact, I had not yet been paid for the month at this time, which was already late. Again I was told that no power on earth could move the automatic withdraw payment date.

(B) I had to start the auto withdraw on the day that I placed my order. This being the case, and in the midst of the change from local to mail-order, I asked if I could have a one week supply issued to my local pharmacy to get me by until next week when I knew I would have the money. I was told that that was not possible. So asked to speak to someone in charge and was finally talking to a third pharmacy supervisor, who explained that the information I had been given was correct and that I could not have a one week supply to get me through. When he offered the notion that I could appeal the decision, I hesitantly asked if this appeal would be done in a day or a week. He told me that it could take a month. (Now, keep in mind that I had already been cut off from my local pharmacy by BCBS of OH, my twelve prescriptions were dry, and this was my first call to Express Scripts.)

So I told him to run the appeal and that I would be happy to talk to him again from the hospital after I have gone without my drugs for a month. He immediately said, "How many do you need?" and offered to run a one week supply through my local pharmacy. This was accomplished after an hour and a half on the phone. This was also my first attempt to get started with my monthly prescriptions through Express Scripts. A week later on May 18th, after I had been paid by my disability insurance, I called in to set up my prescriptions. Once I was set, I was informed that my automatic billing would commence on May 30th. I asked about the earlier ultimatum that my billing date had to start on the day I ordered, that being the 18th. The rep had no answer. (See A, above.)

Two days later, I realized that I may have missed a prescription, so I called in to confirm my order just to be safe. I was informed that nine of my prescriptions had been ordered and all was well. I asked about the missing three and was told that those were Accredo as if it was the most obvious thing in the world. I said "what is that?", "Well that is our sister company that deals with the high-end drugs". I said, "So you mean that I am missing three HIV drugs and I have to call Accredo?", "Yes". (Those drugs were now missing for two weeks from my regiment.) Now this may seem odd to you, but I had no idea what Accredo was or how it worked or why my mail-order life now included two mail order companies, albeit them being sister companies. I understand that you are not Accredo, so I will not dive into the hell I went through trying to get my HIV drugs.

Suffice to say that I was told by them that I should call the drug companies individually (3) to get a magic virtual number that would pay my co-pay costs, as I was now saddled with another $400 monthly bill, which they pointed out was not through Express Scripts and did not include any type of delayed payment at all. (In all my 25 years with BCBS I was never told to call the drug manufacturer for anything.) After two weeks, I received my nine various drugs in several shipments that were days apart from Express Scripts. I sat diligently saving my money and watching my account for the prescribed $300 hit on May 30th. (See B, above.)

It never came. By June 4th, I was ready to buy groceries and few sundry items, and knew in my heart that once I spent a couple of hundred dollars out of my account, that your company would suddenly decide to bill me on my mandatory automatic withdraw, overdrawing my account in the process. So, I bravely called in and asked the billing department what was going on. I was informed by the rep that my account was all paid up and that I would not have another bill until June 25th. (Some three weeks in the future.) I said thank you. The next day, I received an automated phone message to call Express Scripts. I did so only to discover that the billing department was curious about an outstanding $197 bill I had on my account. Incredulously, I told them that I asked about this very issue the previous day. The rep said that there must be some error as I did indeed have a bill of $197.

I asked why this bill was not being withdrawn on the automatic withdraw system I signed up for. After a few minutes he came back and said that it appeared that I was concerned about getting a large monthly bill on my auto-withdraw. I said yes. He pointed out that I should be on standard withdraw, paying what I felt like, and avoid the concern entirely. Incredulously again, I begged to know how that would be possible when I was told, in no uncertain terms, that a client could carry only $100 on balance when I signed up three weeks ago. He said that all of that information was wrong and that he could place me on standard withdraw right then, and that I could pay, say, $100 if I wanted to, and carry the balance. Incredulously, I said "great" and asked if he could bill me for the $100 right then, as he was in billing. He said no, only I could do that online. Ok fine. I said thank you and that I would do so later that day.

Fifteen minutes after I hung up, my bank auto-alert went off on my phone indicating that I had a withdraw of $197 posted to my account by Express Scripts. I called in again and asked how this could be, as I was told only I could run a bill that day online. I was told that it was obvious that when I cancelled my auto-withdraw account, I would be billed for remaining balance of the account on the card. I said that that would have been nice to know when I was talking to rep fifteen minutes ago who cancelled my auto withdraw account. The current rep offered to immediately refund the charge, which is a cruel joke as it takes days for the banks to actually give you your money back. (It did show up three days later, thank you.)

However, after I begged to be able to tell someone in authority about my plight, this helpful person offered to give me the complaint department address, something I had been asking for for over three weeks, getting transferred to supervisors over and over again. (One of these supervisors listened to me for thirty minutes before my cell phone signal cut off, she did not call me back. Another supervisor listened to me for thirty minutes before my cell phone signal cut off, she did call back, but I was unable to answer as I was at work, she left no message. I even asked for the phone number of a supervisor and was told that not even the rep I was speaking to had the number for such a person, only the ability to transfer me. This would have been a good time to give me the complaint department's address, but no, it did not materialize.)

I happened to check my Express Scripts account to find there was indeed a response after a couple days to my website request for help. However, it is interesting to note that the response was only sent to my Express Scripts internal message account, and not my personal email. It was just by chance that I found it. That is how I received your address. (There is no access by phone number on the website for managerial personnel, only the 500 word text-box system.) So, as a new client I offer the following observations:

The world view of the reps of Express Script is woefully inadequate to deal with sick, seriously ill and dying clients who literally live from bottle to bottle of their prescriptions, terrified that the mail-order system will goof up their lifeline, helpless as their insurance forces them to deal with a monolithic mail-order monopoly. I told each and every rep I dealt with that I was 52 years old and relatively sane and sober and could not fathom, for the life of me, how an elderly, sick, shaking-handed, partially-deaf, wheelchair-bound person with cancer or dementia or some other horrifying disease could navigate the labyrinthine channels of the auto-phone system and internal rules and regulations the reps have to follow with apparent blind obedience. The apparent rift between a prescription specialist and the billing department at Express Scripts appears to be immense and uncommunicative to say the least.

Time and time again, the rep I was speaking to about my prescription needs told me completely incorrect information about billing. They completely fouled up the ability of a first-time client to simply pay on a monthly basis, as was possible, I eventually found out. This, I begged from the very first phone call, and as you can see, it was three weeks of hell before someone actually told me that what I had been seeking as a new client all along was indeed possible.

The billing departments world view is also woefully lacking in any sense of understanding that they are dealing with sick, terminally ill and chronically ill people of all ages. The casual ability of the billing department rep to tell a first-time client that they will have to pay upwards of $900 to stay alive the next month, with no recourse to delayed billing except through a maze of Automatic Billing cycles that are written in stone is shocking. This is even more disturbing as one learns of the complete inaccuracies of the information doled out regarding billing and payment options. Training seems to be lacking, to say the least. The entire approach of Express Scripts to clients as a series of individual prescriptions is odd, confusing and counter-productive. I should be client Matt **, who has an account with nine prescriptions, not twelve individual prescriptions that happen to belong to a Matt **.

When a chronically ill client calls in who has a dozen prescriptions to deal with, along with the accompanying billing issues, they should be able to address their entire account as a whole, and hopefully the billing for the entire account as a whole. Talking to the billing department about nine individual billings at different billing dates is difficult and confusing. (After all, the whole idea behind using Express Scripts is due to the fact that these forced-mail-order prescriptions are maintenance drugs that the client uses monthly, forever.)

Express Scripts is not Accredo. But first-time clients are not aware of the divide over high-end drugs and their regular maintenance drugs. The casual reference to Accredo I received did not prepare me for the need to deal with another mail-order company. If anything, I thought it was another Express Scripts department, and that the reference to them simply confirmed that they would run the prescriptions I was ordering. I swear, all I ever heard was "That's Accredo". The abject horror they represented was not apparent until I finally found that I had to call them too, and try to order very, very expensive drugs. It is interesting to note that when I inquired of the billing department as to who Accredo was, one time I was told they were a department of Express Scripts, another time I was told they were a sister company, with separate billing procedures.

However, on my last call to billing, when they were trying to figure out what the multiple small billings were, seeking that $300 hit I mentioned, the rep did say that it could be Accredo. I said that I was told Accredo's billing was separate from Express Scripts, he said no, that on occasion, they run billing through Express Scripts, completely contradicting what I had been told before. Maybe it is entirely BCBS of OH's fault, but the addition of Accredo to the mail-order prescription nightmare is not clear to your clients and is terribly confusing and frustrating when one believes that they have finally navigated the Express Scripts billing future, only to find that there is another bill of hundreds of dollars waiting to be discovered in the wings once they discover the true nature of Accredo.

All I hope to accomplish is to inform someone in authority of the complete and utter nightmare I encountered when forced to drop my local pharmacy and contact Express Scripts to set up my lifeline of prescriptions by mail-order. I hope that some training and communication will result within the corridors of Express Scripts. You have me at a disadvantage. You are my one and only source for life-giving drugs that I must mail-order by the decree of my beloved BCBS of OH. I have no recourse. You are an absolute monopoly, accredited and approved and paid for by BCBS of OH. Maybe all of this horror has worked out now. But it is the naked approach of a first-time client, ignorant of the horrors of the mail-order rigid-imperial rules and internal departmental confusion that reigns at Express Scripts that I address for myself and the other unfortunates who find themselves dialing that Express Scripts phone number for the first time.

Today the rep told me that they were "just waiting for my MD to provide the prior authorization". I had to ask if she was referring to the Rx from 2/19 or 2/26. Only then did she see that the Rx from 2/19 had been "denied" and that they did not have record of another Rx. I am waiting to speak to my doctor one more time regarding providing another Rx (3rd) and prior authorization. My next move is to call my congressman. Meanwhile I sit and wait. I have 5 injections remaining from my last refill with CVS Caremark. This is unacceptable.

In spite of all my efforts to avoid incurring unnecessary, additional charges, I am now being pressured to pay for a bogus charge. l will not be bullied into paying. I talked to at least 10 personnel from Express Scripts customer service, including supervisors and used all the contact options (phone, online, and sent letters), and all I got was a runaround or totally ignored. The point here is that all a patient can do is let his decision be known (as I did) and it should be honored. I will not be forced to pay for something I let everyone involved know I did not want. Trying to take advantage like this of a veteran and senior citizen is not only wrong but also unethical, and this type of scam needs to get the widest dissemination.

Though the call center employees are pleasant, they provide an astounding amount of conflicting information and what appear to be outright lies. The company is quick to charge credit cards (advice is to make sure they cannot automatically charge a credit card before an order is reviewed and approved), but will implement delay tactics when an error has been made on their end and a refund to the credit card is the right thing to do. They say they input information into the computer, but on follow-up phone calls the information that was supposed to be in the computer is missing. So I start the process over again, and again.

There is also a lawsuit against Express Scripts by compounding pharmacies for attempts to force these pharmacies out of business. I don't understand how this company stays in business. It has over 1000 consumer complaints, and is listed as the top worst employer in 2015. I will return to filling my prescriptions at my local pharmacy, even if I have to pay a bit more.

When I finally received an email about an update on my order it was just to tell me it was processing. I kept receiving meaningless emails about updates to my order yet nothing came of it. Finally I receive an email that they have to contact my doctor's office to verify my prescription. So apparently one call is all these people can do because their time is just so precious. I had to call the office myself and act like a middleman for them and my doctor's office because they wouldn't fix the issue. Well guess what happened? They voided my prescription and made me get an entire new one from my doctor.

It's insulting to me that you treat your customers like I am some criminal having to jump through so many hoops to get some MEDICINE sent to my house. Maybe you should be paying me for the work and not these so called employees because from what I see I am doing all the work while they sit on their thumbs and never answer the phones. To make the matter even worse, the one time I was on the phone the man on the phone made me feel like I was a pain in his rear and like he didn't want to help me. I ended up hanging up the phone and resolving the issue myself with my new prescription. I was supposed to have my medication almost a month ago. If I didn't have extra refills from my pharmacy I'll be out of medication all because of this company not moving fast enough. This company is garbage and I'm sad I have no choice to work with you. I'm definitely looking for other options. Good riddance.

When I advise that their methods of collection were unethical because they never informed me that one of my beneficiaries owed monies until the account reached the point of negatively impacting my credit, I was basically told that any balance not paid by anyone on my insurance is my responsibility. Which once again I understand, so I AGAIN advise that if I am expected to be directly responsible for everyone's balances I should at least be given notice when the adults on my insurance are deficit in meeting their obligations.

After getting nowhere with her understanding that it is unethical to notify the claimant directly that money is owed and only notify the person who provides the insurance at the point when their credit is set to be negatively impacted, I advise that I would like to prevent this from happening again in the future so I would like to put a block on the account to prevent anyone under my insurance from ordering any medications directly from Express Scripts without my permission and/or notification so that I can ensure they receive payment each and every time. I am then advised that I can only block usage for persons under the age of 18 from freely using their service and anyone over 18 has free reign. So I ask "Why is it that I have no administrative measures over adults on my insurance but I am expected to be responsible for their delinquent payment?".

And this is where Supervisor Tracy (agent id **) was either boldly dishonest or ignorant of her company's abilities. I work in healthcare and already know that you are not able to remove the mail order benefit from your insurance so I ask her how I can restrict the ability of anyone on my account from using this service and Supervisor Tracy (agent id **) says that the only way to do that is by terminating this particular portion of my coverage but in order to do that I have to hang up with her and contact my health insurance. I immediately know this is impossible so I restate exactly what she said to me and ask her to confirm that what she is saying is that I need to call my insurance and get them to cancel Express Scripts' mail order service.

And that's when she realizes that I am aware that she is just tries to pass the buck to someone else by leading me to believe that they can do something she can't. And then she clarifies and says "Yes, you need to call and speak with your eligibility department with ** insurance and request they remove this portion of your benefit. Now whether or not they can or not, I don't know."

I am appalled at Express Scripts' unethical handling of billing procedures, lack of effort to address a flaw in their notification procedures, intentional use of misdirection, and lack of knowledge about why they have procedures in place that make the primary account owner responsible for all charges (w/o notification or approval) but lack of ability to control what can be charged.

Insurance is not a luxury, it's a necessity in which I am fortunate enough to be able to provide for my family; but as the primary provider of the insurance Express Scripts has gone out of their way to make being a responsible consumer and benefits owner impossible! No reasonable business owner allows the primary beneficiary to add people to their account out of necessity and then tie their hands by saying that "Everyone on here can use this account without limits and at the end of the day we will never notify you that your covered persons are incurring charges without paying them", and then throw those ignored charges on your credit without ever telling you once that there was an issue. This company's behavior is highly unethical and needs to be addressed.

My son has type 1 diabetes (not to be confused with type 2). He needs insulin to live. If he doesn't have his insulin, he will die. Period. No 2 way about it. We have gotten the following answers from Express Scripts when they wouldn't ship our prescription (always coming up with an excuse, problem filling, didn't get order from dr, you need to pay this ENORMOUS amount of money etc).

"Well I can let you speak with our pharmacist who will explain what happens if you stop the medication." (I can tell you what will happen... My son will die) "Well you can go to the local pharmacy and purchase the medicine at full price." (Insulin is very expensive that's why I have insurance) "Well just take him to the emergency room then."

They care nothing about the patients. It's always a fight, it's always a headache and I really believe that some government entity should step in and stop them from having a monopoly. The cable company can't have a monopoly, why should a pharmacy be able to? I should have a choice and no company should be allowed to hold their patients' health hostage.

At first, the representative play dumb, and like know nothing about. After I ask for the supervisor, who take over after 5 mins waiting, she blame on us, made automatic order at first, and cancelled late. And also tell me it take 7 to 11 days to make return order back for receiving department work. From that point I knew Express Script intentionally manipulate its operation procedure to make very difficult for consumer to drop the order, make changes, or return orders. Such way could discourage the consumer switch or doing something else. Now I am stuck with them, and I can't even make same prescription at my local CVS because they didn't update my order status in their system.

DO NOT BLAME the Call Center - They are sweet people having to deal with a faulty system. They are trying their best. DO NOT BLAME Obamacare - I was forced to use this company because the insurance company makes me. Blame Express Scripts who cannot handle most of the country's citizens. If they want to be a Rx monopoly, then they should be prepared to handle the clients.

This took me 2 weeks and many hours on the phone to determine. Customer service is just TERRIBLE. I have to assume they don't bother to train their employees because they are complete idiots. One woman I talked to had me read my policy numbers several times and finally called my pharmacy to make sure I was giving her the correct numbers. Another told me that the pharmacy I'm using isn't a preferred pharmacy, which is absolutely untrue. Another told me that Medicare was ALWAYS primary, never secondary, also untrue. I had to explain to them how primary and secondary determination works.

Then I was finally told that Express Scripts doesn't coordinate benefits, even though both companies uses Express Scripts. All in all, I will be forced to choose which insurance to use and I will be paying a lot more out of pocket. If you have more than one insurance company, you should be able to use both. They are ripping people off while providing the worst customer service ever. They might as well outsource.

My next schedule in December and once again I called. I was then told that I needed a pre-authorization from my doctor, my prescription had been cancelled on their system. I said that cannot be, I had a year and I show 180 qty left. I was told that they could only send 24 pills per 60 days and I needed to work with my doctor to clean up any issues. My doctor's office told me they have heard nothing but bad things about Express Scripts and apologized to me. They did however call and sent the pre-authorization per Express Scripts' demands.

A week later now 2 weeks without medication, I get an email from Express Scripts that my order is being filled on 2/23/2016 a week later than today. I called to see if I could move the date up and I was told "No" and they are only sending 24 pills per 90 days. I tried to explain my situation and they wanted nothing to do with me and I actually was told to hold and was hung up on. So I asked "How do I get out of this horrible program?" And I was told that I have to go to my pharmacist and have them call them. If you need your meds daily please do not use this company.

The pharmacist said that they do not have another manufacturer of the RX (surprise, since there are other manufacturers) and that they would not fill the RX. My doctor called them to tell them to fill the RX. But Express Scripts refused. Anyway, basically, I got into an argument with the "top customer service rep" and with the "top pharmacist" of Express Scripts. They believe that they are doctors and that they can override my doctor's orders. It all turned out that I was eating something that I was allergic to. It was not my medication at all. I cannot wait to change jobs so I can get a better RX company.

We went Saturday and was informed we had to pay the full copay, which we couldn't do given we authorized that to be charged for the mail order shipment. Needless to say, we did end up in the ER because he had no insulin. So, as of this morning, we have one pen of the ** given to us by hospital to prevent hospitalization and no shipment yet and I can find no record if the testing supplies in a separate order. My anxiety over my husband's health and the stress to his already aggravated condition is something I could not imagine. I can be reached from 7 am-12 pm EST at to discuss this.

Many times I didn't get other meds on time, supposedly lost in the mail, but I doubt that. I switched to Express Scripts a few months ago after using Modern Health in North Hollywood for three years. My insurance company, Blue Cross, deals with Express Scripts so I only have to refill every 3 months with EP instead of every month with other providers. I take so many meds that I save $500 over three months using Express Scripts. This "** Problem" caused by Express Scripts is life threatening though, so I'll probably change pharmacies. Even if I have to buy the difference out of my own pocket I don't feel comfortable relying on a place like Express Scripts for things my life depends upon. Modern Health was so much better--they did everything necessary to make sure you had what your doctor said you needed when you needed it - It's probably worth the difference in cost.

Updated on 04/07/2016: A real helpful fellow named Edward from Express Scripts helped fix it right away (after months of me and my doctor trying) so E-scripts does have some good people. But other than "Edward" Express-Scripts is the worst company I've ever dealt with, not the worst pharmacy. It is the worst business. This one was the final straw, I've decided to pay the extra and start phasing out Express-Scripts and move my prescriptions back to pharmacy I can trust. The extra cost is less than a cable TV bill and certainly more important.

This is the worst experience that I have ever had. They tell me that I must use them for my medication, that I cannot get it from my local drug store, but they will not send it to me. 46 days without high blood pressure medication now. Someone is going to drop dead because of these people. I am seriously considering filing a class law suit against them. This is ridiculous for them to withhold medication. If someone files one before me, sign me up.

I had to stop automatic refills to catch up... I don't know if my medications are still good. When you try to get a brand name, they fight you. However there are some meds that I feel the brand name is more beneficial. If I'm willing to pay so be it. Now express scripts no longer allows us to use major outlets like CVS or Walgreens... Why? Because they are cheaper. We can only use smaller more expensive pharmacies for our once in a while medications. Now my biggest complaint, I get gel shot for my knees every 6 month for the last 3 years. They work pretty well. The last shots I got were the 1x shot, hurt like hell but so far lasted about 7 /8 months. Now express scripts is saying they don't cover it... Why, because it works? Why did you cover it 8 months ago, but not now? I'm totally fed up. They are awful... I wish my husband's union the FDNY would get rid of them.

Since this whole thing started, they refilled the wrong prescriptions. After I cancelled prescriptions they sent them anyway and the CSR had originally stated that she could bill me but there was a $100 limit on that so I would have to pay the difference up front which was $164 and like a fool I gave them my debit card number and they have since been debiting my card for prescriptions that I didn't order.

So I have been on the phone almost daily screaming at the CSR and talking to multiple supervisors to correct the problems that Express Scripts created!! I will NEVER use them again. They didn't save me any just caused more problems! The time and energy that I have spent on the phone to these people is not saving me money. On top of that, it has caused my blood pressure to go up! Don't use them if you can help it! I can't believe in this day and age these people don't understand English and don't follow through on what they are told!

I finally was able to speak with a pharmacist who I was assured by the others would support what they were saying; I had been told that nothing could be done until I had the lost shipment in hand. Then I could call them so they could determine if it (the refrigerated medicine shipped on Thursday) was still good for use once it arrived on Monday night or Tuesday, or whenever. At that point, they would make a determination about reshipping a replacement which would take another 2 days at least.

By the end of the 38 minute call, I was able to get the pharmacist to agree to have the shipment returned from UPS and reordered if it did not arrive Monday night. When I asked if she would feel comfortable giving her own child medicine that had been in questionable refrigeration for 4 days, she said she would. That in itself makes me very leery of the company's integrity. I am now looking into what other pharmacy I can use; I will never use this company again, and I am contacting my husband's company to make them (a pharmaceutical company) aware of the health consequences this company's behavior has on people using medicine or not using it based on the control of the customer service manual instead of the medication indications.

Enter Express Scripts. They suddenly required prior authorization. My doctor's office personnel attempted multiple times each day since January 21st to comply with repeated faxes to Express Scripts but have received no communication from Express Scripts. I even attempted to contact them, speaking with two different very kind customer service reps. I was told that the dosage level was too high according to company guidelines. The result is that I have gone four days without necessary pain medication I have used successfully for many years for a condition that is incurable and unaffected by over the counter pain medication. I am livid, in much unnecessary pain and hope no one else has to go through this experience with Express Scripts.

Express was not entirely at fault since they may have been fed incorrect information about my coverage with Cobra, hence the confusion.

Original Review: Jan. 22, 2016

After changing insurance, express scripts wrote to me and said I no longer had coverage and the account was closed. Which was what I wanted. However they are still billing Cobra and sending medicines I did not request. I could lose a lot of money over this and I now have two accounts with them, one under medicare and the other they claim is closed.

I submitted the online request through Accredo 1/20/2016. Clearly if the prescription is a 30 day supply then I will be out almost an entire month before 2/7/2016. Express Scripts doesn't allow refills until 75% of medication is used. Well if I refilled last on 12/23/2015 and am trying to refill 1/20/2016 I have exceeded the 75% rule. Accredo and I both are trying to get an override and Express Scripts will not accept it. This is black and white, no gray areas... Extremely frustrated and still without medication or approval. I am at a loss of what to do. I want someone held liable for this and possibly a lawsuit filed against Express Scripts.

I was told the needles would be delivered on Tuesday. "So sorry for the inconvenience..." Guess what, NO NEEDLES!!! Are they serious? Is this really how they work? I have been told in the past that I can not have my meds because they shipped out too many packages that day. WHAT??? They are regulated and can only ship a certain amount per day. Well if they are regulated why are they still in business? This is horrendous!

Yesterday I walked four faxes over to the nearest Mailboxes & More Store because I was told that I could not submit them over the website. That was after two hours on the phone with the representative, and writing our four full-page requests for lower co-pays, including all details of not only my illnesses but of the medicines, strengths, dosage and frequency of delivery.

This morning I received an automated telephone message that my requests were denied. That necessitated another 35 minutes on hold, calling the Appeals Department. The "Patient Advocate" was distant and almost incomprehensible in attempting to guide me into what to do next. My frustration and stress-level continued to increase, until finally I was able to discern that I needed to contact my two specialists and ask each one to fax a "Letter of Medical Necessity" for each prescription, along with duplicating the exact same information that I had provided in my faxes yesterday.

I did that, but last year is proof that the matter may still be in the works, because last year my specialist provided the letter of medical necessity well in advance of the renewal date, after I called the Administrative Offices and my specialist and acted as mediator, but the pharmacy claimed they never received the letter from my specialist and proceeded to charge me the full co-pay of $250 for one prescription. That necessitated another Appeal, Review, and well, you get the picture... I am now searching for the name of the CEO of Express Scripts Mail-Order Pharmacy, so I can see if I can personally speak in my behalf, and on behalf of other patients with serious life-threatening illnesses.

Updated on 01/25/2016: I received a response to my lengthy complaint of January 12, 2016 from an Express Scripts Representative January 13, 2016 and replied immediately with the contact information Ita requested so someone could contact me personally. Now it's two weeks later, but still no call or message from the company and no response from the Administrative Review branch to whom I submitted my Letters of Medical Necessity for lower co-pays on my five prescriptions, though they assured me they would notify me of the progress of my case. The three times I've called them, my wait time has been 45 minutes on hold, then 35 minutes, then 25 minutes. This is how it's been with Express Scripts each year I've been with them and renewed my prescriptions at the beginning of the year. I had a ray of hope when Ita messaged me to send my contact information, but still no response.

The final phone call with Accredo ended with me in tears at their stupidity, and them insisting I speak with their pharmacist because they felt I was clearly having a reaction to the medication which is known to cause depression (the only thing causing my depression was them). They instead put me on the phone with a nurse named Eunice, who made the assumption that I was suicidal (I never said I was), and called the cops on me. The cops came to my house, and when I told them I was fine and this was a misunderstanding, they said that an anonymous phone caller gave specific details about my suicide plans and I must go to the ER. The ER discharged me within minutes of my speaking with the doctor. I am confused and shaken up about the whole situation. I feel like this was a huge violation on Accredo's part to make that call. Needless to say, I switched pharmacies. I have not had any trouble at all with Walgreens, so I'm glad I made the switch.

I cannot get meds at my pharmacy because my insurance company won't pay as long as Express Scripts shows order as filled. So I am now in limbo not knowing when the meds will either ship or be cancelled and am forced to follow their stupid information site all day long. This company is the most uncaring, inept poorly run excuse for a health care company and should as most of the writers on this site agree be sued or put out of business. Forget about going to your insurance company, mine talked nicely to me on the phone and immediately switched me to Express Scripts customer service. If you have a choice, purchase your long term meds locally even if you have to pay a couple of bucks more and hurt them in the pocketbook.

Based on the reviews I do not know when I will be getting my meds and my pharmacy has closed that is why I thought this is good. But now in limbo without meds and looking at the reviews I am wondering why a class action is not set up against a co that does not get important meds to customers on a timely manner. This really is important. It is also important to not dance people around that need their medication on time. Some medication is important to not discontinue and then start again as per Dr. and what effect it could have on people and medication levels going out of whack, and getting effects of not taking meds and causing other problems and pain etc.

Previously I sent an incredibly detailed email from your website correcting the information you had on file for 5 of my prescriptions. When I spoke with someone at the company to follow up on this they asked me to provide the detailed information for all of these prescriptions. When I said that I had spent a great deal of time researching the information and including it in my email I was told that the customer service department had no way of accessing that information as that goes to another department. REALLY? Could you be any more inefficient and incompetent?

As a computer programmer there are certain standards and testing protocols for creating and updating applications. It would appear that you are completely unfamiliar with these standards. Do you even do any Beta testing? How about white and black box testing? I can assure you that this is not being done! If it were, your website wouldn't be an epic fail. I told myself the next time I ran into a wall with your website I would cancel everything with you and go back to retail. I will also post this opinion on every social media platform and every website that handles reviews of products and services.

At 7:30am today, I received an email stating that the order shipped, but no tracking info was available. On top of that, all their systems still showed that it would not ship until the 23rd. MADNESS!! So, I call and "Kel" gives me this tracking number and says that it was picked up last evening and is currently "on the truck". All of this was B.S. because the tracking number show NO activity, and the next rep "Vanessa" had to apologize for her colleague giving false information. So, now I have no idea where my medicine is or when I will get it. I can't fill the prescription at the local pharmacy, due to stipulations with the insurance once mail order has been set up. Likely, I'll have to pay near $250 for one vial, only because of the horrible service provided by Express Scripts. I MISS OPTUMRX!!

Since the prescription was expired, and E.S. did not have a new one, I cannot understand how they believe they could prohibit me from purchasing the medication under a new prescription at my local pharmacy. I filed a concern with Express Scripts through their phone rep, who was, by the way, very helpful. But this is a real concern to me - that a contractor with our government essentially withheld medication from me by prohibiting me from purchasing it where I had every right to do. Be very careful about dealing with this company, since they seem to trample on the rights of their consumers.

Numerous times, they were supposed to ship out the medications out overnight at their expense due to them not shipping medications out in a timely manner. They ship it out by mail. They act like they don't care if patients don't get their medications, their attitude is nonchalant and they DON'T PUT THEIR CUSTOMERS RECEIVING THEIR MEDICATIONS IN A TIMELY MANNER PRIORITY. They forgot about what customer service means. My hands are tied and I am FORCED to pay a company that I hate using due to their lack of concern for their customers that no longer have medications.

Every time I have to renew the one daily medication I must take, it's also a huge hassle. This time I renewed online with two weeks of medication remaining. They don't have one of the dosages, so they are sending pills that are double the dosage that I must cut in half, and they are not scored in half. They had to get that approved by my doctor, who approved it last week. They are not sending my meds out until tomorrow!

I called my doctor today to get a 7-day Rx sent to my local CVS (which of course the 7-day override had to be approved by ES, requiring 45 minutes on the phone) because I am now out of pills as of this morning. My doctor could not believe that they hadn't shipped them yet, saying, "They seem to have a long turnaround time." YA THINK??? I told him that ES is horrible, but I'm forced to use them by my insurance company. Avoid using this company at all if you are able. Totally incompetent idiots are running the place from the top to the bottom, and they really don't care about giving you good customer service.

This is denial of medication to a person who is in desperate need of the medication, plain and simple. There is no basis whatsoever for the above letter to be sent, it is a standard form letter that is sent because they want access to our credit card or bank account and they are making it difficult on purpose for us to receive our medication in an attempt for us to give them this information which we will never make the mistake of doing so again for the above mentioned reasons of improper billing and charging (that I have documented proof) of having taken place previously. Express Scripts needs to be held accountable for the health of the people that they are denying medication to because they want free access to credit card and bank accounts. This stealing of people's hard earned money must be stopped!

My mother uses the same doctor as me, same Tricare facility. We both have inherited same pain issues, anyway she never has to run out. They get hers filled quickly after receiving them. She's 68 yrs and I'm 50. They also FedEx hers with no problems. I ask for mine to be FedEx and am told, they can't unless they're 14 past due date. What?? Letting legitimate pain patients run out of their medicine?? This cruel, inhumane treatment! No one can go to the doctor and ask for a few days script to wait on ES. In fact, in FL you can't find a pharmacy to fill at all!

I own a home in the mountains of north AL and want to be able to spend some time up there. So how in the world could I see my doctor for something like this when I'm away at my vacation home? ES will ship anywhere you're at. The service I've received is below safe nor timely. They ruined my Thanksgiving this year. They've had my Rx's for 7 days. I sent a money order to cover shipping. BTW they have a credit for me that would cover it but ignore that too. The Rx's have been sitting just need to be shipped. They keep pushing the ship date further away and no FedEx. Is this good service? They want us to use mail order to save the government money. I've even had problems with regular mail too. I hate USPS because my meds have been lost, rerouted to wrong towns so I don't get the meds until even later! It's our money, why can't we get shipping how we please if we're not filling too early?

Other mail order pharmacies allow thus every time. So I'm very angry. Not been happy since they merged. Very poor customer service. I've been lied to by the regular customer service and sadly by supervisors as well. Something needs to done about quality control. This company is harming innocent patients. I feel like I've been blacklisted because I'm made to wait 'til my pain is off the charts and in withdraw. Not a compassionate business. My husband is a veteran and has PTSD. This treatment to me, stresses him out and shouldn't be allowed to treat military families this way!

I received a letter in the mail asking if I would like the option of having my meds mailed. I don't have meds. I merely had one prescription, so I didn't need such a service. But nowhere in the letter did it state that if I did not let them know I didn't want their service that I would later be penalized! This is a bogus company and works in scamish ways IMO! And you have to go through an act of congress to get this fixed. I was on the phone for over 2 hours, sent to several different techs, put on hold, hung up on, then my insurance co even called the pharmacy for me but it still wasn't fixed, then had to go through the whole process all over again! They tell me I have to do this once per year. I will be changing insurance companies!

Package left New Jersey 1am Fri morning with an expected delivery date of Tuesday 11/17. This is just too long. Will be sitting in a warehouse or van too long. I called again. They said they would replace it if it was hot. Been there. Done that. These medications cost over $1,000.00 each for a three-month supply. Why not just put a policy in place for two-day delivery thereby avoiding the possibility of having to throw them out? Makes no sense. When I have called about other issues, you get apologies from everyone involved, but not real answer or solution. Terrible customer service even from the managers.

However, the new drug is on the list that costs $150 for a 3 month supply. My doctor found out and gave me a discount card that allows me to purchase this prescription for $0... Absolutely FREE at Sam's Club Pharmacy. Every time I get a new prescription, his office sends it to Express Scripts in error. I always have to remind them, but they cancel it, then I have to call Express Script and argue with them to get it cancelled. On October 29th, this happened again. The doctor cancelled everything right in front of me and started over, sending this prescription and an antibiotic I needed for just one fill to Sam's where I picked it up later that day. I tried to call Express Scripts every day after that. But I could not get through to them on the phone or online until the 3rd of November at which time, they claimed they did not get the cancellation, but that it was scheduled to ship on the next day.

So I reviewed the order with the customer service person and she cancelled the $150 medication and the antibiotic. Today, on the 10th, I received the $150 medication in the mail, they had no problem cancelling the antibiotic along with a couple of other medications and it is dated October 30th. One of the other meds they charged me $20 instead of the $5.50 I was quoted over the phone! I am at my wits end! They charged this $150 to my debit card and now I don't have any money to go to the grocery store for my family!! They say it is against the law to take back a prescription once they have issued it. This is insane!!

When I called back to find out why the medication was not mailed, I was given a second reason and told that the first reason given to me (and my doctor) was incorrect. I accepted the second issue, called my doctor, and he called express scripts back to fix it. My medication was STILL never sent to me and I still could not fill it at a pharmacy.

Finally, I called back and was told that the first two reasons were incorrect, and was given a third reason for why the medication cannot be mailed. At this point I asked for the mail order to be cancelled so that I could fill it in at a pharmacy location. I am switching jobs and had to get my medication filled before my coverage ran out. Because of the delay, and because my state's law stipulates that this medication cannot be filled more than once in a 30 day period, this misinformation has caused me to not be able to get medication for the month during which I am switching jobs.

After receiving different and wrong information, being hung up on, and generally being treated as if this is all NOT the fault of express scripts, I do not know what else to do. How is it possible that every representative I speak to gives me and my doctor different information? I will miss a month of medication because of express scripts delaying filling my prescription for 2.5 weeks.

The 2nd time I got charged for his meds, it created an overdraft of my account and that cost me money for a purchase I didn't authorize and didn't know about, for someone who isn't authorized to use that account. Aren't there regulations and laws that prohibit this practice, especially without knowledge and consent? I believe Express Scripts has a problem with how they set up the data structures that track all of this information and Express Scripts does not have a desire to find a way to compliantly separate data that should not be linked from the data that can be linked.

The official "solution" for not getting automatically charged for my husband's meds is (follow me here) for him to create an online account and add his payment method to his account. Now automatically, each of us can see each other's personal payment methods we entered in our separate online accounts and we can choose to pay with our own payment method or the other's. Way to go Express Scripts!

The Dr. office indicated that they appealed this decision on 11/1. It is now 11/6 and we are still waiting to hear a decision on the appeal so we can receive the drug. In the meantime, Express Scripts is no longer filling other prescriptions for us. When my husband called today 11/6 to ask why prescriptions were not being filled, he was told that until a decision is made about whether we are accepting delivery of the other drug that is in appeal they will not fill prescriptions. (After he spoke with a manager, they did agree to fill the others that he is waiting for.) However, since the appeal we are waiting on is for an antibiotic, I feel like they should be responding more quickly than they are. Can you help?

I tried to fill at my local WalMart but the insurance won't cover it because Express Scripts has already claimed for it. The lady who 'handled' me said I could get another prescription for 14 days and take it to the local pharmacy while I continued to wait. I sat in my chair crying when I got off the phone. I also had a note placed in my file, as a previous reviewer stated. I cannot afford infinite office visits. I will continue to do without and hope that the sadness and panic I feel coming off of this needed medicine will pass. I will NEVER call or use them again. I would rather suffer and feel hopeless in my own home than be treated like I was by them.

Logging in after I saw the shipping notice, I also saw that the correct prescription was being held for doctor verification. The Express Scripts site stated that they had contacted my doctor's office for this verification. They had not. Now, four days after all of that, my doctor still hasn't heard from them. Calling Express Scripts yet again to request a refund for the wrong medication, I was told (after an hour on the phone) there was nothing they would do for me other than a $7.50 credit to cover SOME of the wrong medication. Furthermore, they will not be shipping the correct medication for at least another week.

This leaves me without my necessary medication for another 1.5 - 2 weeks. Silly me. I thought that I would be able to get the refill I needed within 2 weeks. Seems it will take about a month from start to finish, if there are no more errors or hold-ups. It's hard to believe that a medication that is required daily could take so long to get to my hands. I absolutely would NEVER deal with Express Scripts again if I were not being forced to do so by my insurance company.

Most of the time new scripts are set up incorrectly. Once they are set up correctly they usually continue fine until the rx expires. I have tried their auto refill system and that was just a nightmare so I watch the scripts myself and refill when I need. To have a better chance of a script being set up correctly have the doctor clearly note how many days the supply is for and exactly how many items that should be for that number of days. Express Scripts cannot do the simple multiplication and I actually had a customer service rep on the phone admit that.

I called back yesterday and talked to a "supervisor" and once again assured it had already been picked up from the pharmacy and that everything was OK because it was still within their 3-5 day refill window. Apparently it's fine in this company's book to allow their customers to go without their medicine. Anyway, that supervisor gave me a tracking number for the package. She told me it was picked up from the pharmacy at 7:30am yesterday. I looked while we were on the phone and the tracking number didn't work. She told me to keep checking because the USPS doesn't update very often. I checked several times throughout the day and again saw nothing.

I called back last night and the machine told me it would be shipped today. I asked the guy that answered to speak with a supervisors' supervisor. She couldn't see that same screen I was told about by someone with a lower pay grade?? I asked for it to be overnighted at this point and was told she would have to send an email to the pharmacy and that she wasn't allowed to call them. Every one of these people I spoke with either did something they shouldn't have done, lied to me or made stuff up to get me off the phone. This company is a joke! As soon as I renew my benefits, I can assure them they will never see another penny of mine!!!

I explained to the woman that this order was for a third refill and the same credit card was used successfully the first two times, but she said that it didn't make a difference; it was company policy. I told her I needed the prescription overnighted, and she said I would have it in one or two days at the most. Four days after that conversation I still had not received the order. I called and spoke to another supervisor, and she said that the order had not been processed, but it would be processed and overnighted today. I just received an email and it said that my order would be processed tomorrow. This is more than 10 days from my initial call for a third refill that used the same credit card for all orders. No changes and two refills left with the prescriptions. This is unacceptable. I will be changing pharmacies.

I take two blood pressure meds that I must take daily, and one cholesterol med that also must be taken daily. I will be out of two of the three drugs in 2 days. I've already spent 4 days trying to get this resolved and I am no further along than I was 4 days ago. Basically Express Scripts reply was, "You can have them refilled locally."

That is true, but I will have to pay full retail price and my insurance will pay nothing towards them. So in essence, my insurance requires me to use Express Scripts, but Express Scripts can't seem to pull their heads out their rectal cavity long enough to get the problem sorted out. I used to say the two worst consumer experiences I've ever had were the DMV and Comcast. Express Scripts is now the worst by a long shot. If you are required to take maintenance drugs to stay alive, you are risking that life with Express Scripts. They should change their name to "Glacial Speed Scripts", and their corp motto should be: "We'll probably get there, eventually, but if/when we do, you can count on us to get the order wrong and charge you twice as much as anyone else!"

In addition to the dosage issues, the second medication can be used for multiple purposes, some for treatment, and some preventative. I take it for preventative purposes. To be clear, before I went on this medication, I was hospitalized multiple times a year. Since going on this medication, I have not been hospitalized once. However, as the medication can also be used for non-preventative purposes, they insist that I must pay against my deductible. Therefore, I pay over $700 a month until my $3,600 deductible is met. What is the point of insurance???