Express Scripts Reviews

Anyway I decided to keep the med. Then 3 weeks after I decided to keep the med I received a postage paid mailer to return the drug for "disposal". Needless to say I won't be doing that. This entire company seems to not care about anyone or anything except making money and giving people the run around. And while I am on a rant here why does a prescription drug plan have a deductible (not disclosed)? Avoid these bozos at all costs.

It's been two weeks and they told me all was well. Then I got a call that it was still being processed. Incensed, I called and asked for a supervisor. She said the signature on the prescription was "blurry" and and they were calling my poor doc again! I became unglued and demanded to talk to a supervisor. She said she didn't have information about the problem because she couldn't "see" the prescription. Meanwhile it was time to go on vacation, still no meds. Someone actually called me back and said instead of a "team" working on my prescription they would have one person do it. They would put it in the front of the line to get it filled and give me express shipping. Guess whaaaat? Two hours later I got an automated call that they were still trying to process it and did I want to cancel? They are holding my prescription hostage meanwhile.

Has the company calculated the cost of all these wasted man hours for their employees? ENOUGH. If you're in the military or retired, and are stuck with this through Tricare, you can write your Congressman. My husband is a JAG and he says you will be SURE to get a response. I'm doing so and copying all of these posts to mail along!

Meanwhile my husband is going on day 2 without this important medicine. This meant nothing to them. Meanwhile I could not get a short 14-day supply of it because no pharmacy, large chain, small or private, had it. They had to order it and "it was hard to get". I call the doctor who prescribed it and he did the footwork to find a local pharmacy who has it in stock. Thank God! They go to bill it and a note pops up from Express Scripts saying they won't pay for it because they just sent it out to us. I call Express Scripts to see if this is so and they tell me the pharmacist does not know what he is talking about and they have not sent it out and will not be because they have no fax or call from the doctor yet. So, my husband continues this saga of no drug for his atrial fibrillation. What does a consumer do? At this point I don't know for sure but I do know I have to do something. This is 100% unacceptable customer service. They should be ashamed.

I contacted the pharmacist and received a call back from them stating that the prescription coverage had been denied. I had to call Express Scripts again and was told that the pharmacy did not call the right number!! I obtained the number, called the pharmacy back and the following day was told that the Express Scripts authorized the transaction and that I could come in for a refund of my money minus my normal co-pay. When I returned to the pharmacy, I inquired about the 22 other pills as part of my prescription and was told by the pharmacy that Express Scripts wanted me to wait until the 8 day supply had run out, and then they would refill the other 22. About 2 days before my 8 days ran out, I contacted Walgreen's to begin the process of refilling the rest of the prescription. They contacted me and told me that Express Scripts had once again not approved the refill. HOW can this keep happening!!!?

I got furious and called the number for Express Scripts. The young lady on the phone informed me that I could not refill the prescription until 1 month later!!! ARE you KIDDING ME!!!? I am on steroids and I have to wait a month to get sleep!!! I told her this was unacceptable and needed to be remedied ASAP!! She placed me on hold several times and finally told me I could get the prescription filled on the day it ran out!!! After going through this dysfunctional circular conversation over the past 2 weeks, I did not believe her and told her that if I couldn't get the prescription filled, that I was going to seek legal counsel. She actually 'laughed out loud' at me, making me so angry, I asked to speak to her supervisor. The supervisor got on the phone, and started to 'over-talk me', as if he was going to intimidate me in to not making a stink about this incredibly idiotic process!!!!

I told him "I am the customer, you be quiet, and listen to what I am telling you!" I told him the entire story, and he informed me once again that I could not fill the prescription until a month later!!! He told me that I had to have the pharmacy call the Pre-authorization line. I instructed him that they had already done that earlier. He gave the pre-authorization line number, and I gave him a piece of my mind stating, "Express scripts customer service sucks!" I called Walgreen's and left 2 messages for the Pharmacist with the Pre-authorization line number. Later that day Walgreen's returned my call saying everything was taken care of, and they would fill the prescription the following day. Two days later, I received a call from Walgreen's telling me I had a prescription ready for pick up of my steroids. I inquired about the ** prescription, and I could immediately tell that this new pharmacist had no idea what I was talking about.

I informed him of the story, gave him the Pre-authorization line number, and he stated he would 'start working on it'. The following day, I called Walgreen's and was informed by the pharmacist that they were waiting for the pharmacy technician to come in so they could make the call, and they would call me later in the day. It is now 2:30 p.m., and I just called Walgreen's back to inquire about the status of the prescription. The pharmacist stated 'I just got off the phone with them and their policy is only to give 30 tablets for 30 days'! I immediately asked the pharmacist "What number did you call?" He stated, "Do you want to hear what they said first!?" I instructed him that if he called the routine number and not the pre-authorization number that I did not want to hear what they had to say because everything at Express ** (oops I mean Scripts) is reliant upon the pre-authorization line.

The pharmacist agreed to call and I was called within the hour saying they approved the prescription. FOR those of you who don't have the time to waste on being your own advocate with Express Scripts whose policies are CRAZY making and enough to make you want to scream into a pillow or pull your hair out one at a time, here is EXPRESS Scripts Pre-Authorization number: 1-866-310-3666. Patients can call themselves. I had to call it to get the story straight from them. The healthcare system in the United States of America is clearly broken, and as long as we have "Profit" making corporations running these programs, it will remain broken. I have a difficult time understanding why a "Patient" has to take the initiative to do not only the Pharmacist's job but also Express Scripts' job. Express Scripts needs a PATIENT ADVOCATE! I can assure you that when open enrollment happens again at my job, I will not CHOOSE to use Express Scripts in the future!!!!!!!

Today, I go to my mailbox and now Express Scripts has sent me another bottle of the same meds except they sent the name brand, and now I owe $101. I called again and was told that they would listen to the phone call I made before, but if it is not clear to them then again, I am out $101 even if I do not need the medication. I have never heard of a mail-order company that will not take returns or work with the customer. They have HORRIBLE customer service and do not use them and if you can, pay cash at your local pharmacy. I am forced to use them if I use my health insurance. I hope the government looks at Express Scripts as they are a monopoly and should not be allowed to treat people like they do by extorting money from customers.

On July 9th, I checked on it and was told about the need for a quantity override authorization. You'd think that a 90-day prescription would BE a quantity authorization. So I called Medco back on the 10th and they said that they still didn't have the quantity authorization. My doctor said he sent it on the 9th. I called today, July 11th, and they said my order was cancelled and that my doctor would need to send in a new prescription.

Those Medco hack idiots cancelled my prescription in 3 days because of this stupid game they are playing with people's LIVES! Someone is going to die because of these poor practices. If the government wants to play all these control games with us, why don't they try getting companies like Medco/Express Scripts to quit jacking with people's health and something so simple that could potentially kill them? The ONLY good thing I can say about them is that people are extremely kind when you call. I think they are feeling the pain as much as we are because it's them who get stuck answering our angry phone calls. Something has to be done about this hack company before someone dies.

I recently "converted" such a prescription - this is when the nightmare began. Even though they had the prescription information and the shipping address on file, it took a week before the prescription refill order was "received" and then it was cancelled, as they claim they could not verify the shipping address, despite the fact that they had shipped my previous medications to the very same address!

When I tried to log onto their website, the site was "unable to process the request at this time." I call the "customer service" phone number and the incompetence continued. The rep pulls up my account and locates the refill order, but still asked me what date I placed the order! Then tells me the order was cancelled today (Tuesday, July 9th) because the doctor's office that prescribed the medication had not responded to their call they claim they placed on Friday (July 5th.) So in the meantime, I am without the medication, cannot refill it at a "retail" pharmacy, and have no recourse. They are the perfect example of what is wrong with so many of the corporations in the country. All they care about is making a profit and not how their actions or policies hurt their customers. Oh, how I wish I wasn't forced to be their customer!

Meanwhile, they charged me $60.00 each and they kept telling me that it was cheaper because i am getting a 5-month supply. I keep calling them up and all the answers they gave me are different. The manager told me that I should be paying more. She makes me look stupid when I get it from the pharmacy for $20.00 each - the same box, same number of vials. WHY MAGNACARE AND MEDCO? WHY? I don't usually pray for something bad to happen to others, but this one, I wish them to close their company badly. How I wish these reviews have a negative (-100) STAR because that's what I'm going to give them. I just didn't have a choice but the insurance should have at least 2 options because Express Scripts monopolizes. That's why they act like this.

1) They have now blocked my plan from allowing me to receive non-maintenance prescriptions via a local pharmacy. When my doctor wrote me a one-time prescription for an antibiotic, I took it to the local pharmacy and it was denied. I got a call from Express Scripts (from a very rude representative) and was told I had to mail the prescription and wait up to 14 days to receive my medication before I could start taking it. I received the prescription 16 days after it was received by Express Scripts (per their own website). My doctor was FURIOUS to find this out. I now pay out-of-pocket at a local pharmacy for one-time medications.

2) My doctor no longer faxes prescription renewals to Express Scripts because they constantly lose them. I see their point. I sent in a new prescription which was "never received" by Express Scripts. I called to find out where my medication was, since their website didn't list it as having been received. They said I must not have sent it (nice customer service, blame the customer). I had to go back to my doctor for a new prescription, but this time, I scanned it (so I would have a copy), and sent the new prescription in. Again, Express Scripts claimed to have never received it. I went up the chain of command in their call center, through multiple levels of very rude people, only to be told that I must not have actually sent it. What? Again?

I asked if I could send them the scanned copy and was told that that would be acceptable. So I emailed them the scanned copy and got a call back stating that a scanned copy of a prescription was fraud and that there was no way that they'd fill it. This was over a course of three weeks, and I had ran out of my medication. I had to go back to my doctor a third time for the same prescription, and this time, I sent it through FedEx and I required a signature upon delivery. Would you believe that Express Scripts REFUSED to sign and the FedEx came back to me? I really, really wish this was just a bad urban legend, but I have the envelope and the FedEx report showing who refused it at Express Scripts. I ended up filling the prescription locally out-of-pocket.

3) I caught Express Scripts overcharging me on a specific medication by $50. The previous refill was $50 less, and when I documented this, I took it to Express Scripts, who told me that I was mistaken. Not only was it on their website (on my account page), but they had also sent me paper bills that showed the price differences. I took this issue to my health plan manager, who looked into it and found that neither price was correct based upon their negotiated rates. I had actually been overcharged by $20 from the beginning, and then overcharged by $50 on the refill! The manager took it to the Express Scripts rep, who hemmed and hawed and finally admitted that it was their mistake and that I'd receive a refund (this entire process took 5-6 conference calls, dozens of emails, and over three weeks to get this admission of guilt). I did receive a refund about a year later, but only for the $50 they overcharged me on the last refill! They still owe me $60 for the previous three fills. I know that I will never see this money.

4) In addition, their website, which all plan "participants" are required to use, is deeply flawed. Medications that are not mine randomly appear on my account; my medications randomly disappear from my account. Ordering is painful because medications are arbitrarily "locked" (with no explanation) so you cannot order them, and buttons/links do not work. In addition, the dates that medications are received, when they are processed, and when they expire all change with no explanation.

I ordered a medication on 12/23 via the required website, and it was marked with a status of "in process" until 1/5, when it was then marked "expired". Express Scripts waited until 1/5 to begin processing the medication and discovered that it had expired on 12/31. That was why I had ordered it on 12/23 - I allowed five business days for processing (their own process said 2-4 days for processing). I then had to return to my doctor and get a NEW prescription. I have documented all of these things time and time again, but was told each time that their website "might be undergoing maintenance". That is an erroneous statement because it is a blanket statement, and even if true, the DATES should NOT change! Changing dates means that someone is manipulating the data, and that should be illegal since it's essentially fudging the records.

I hate this company with a passion. They are rude and vindictive, and they lie about everything. They overcharge, fail to follow their own processes, and cheat the consumer. They stall and make everything so difficult that people (like me) just give up. In the end, Express Scripts reap the high plan fees and provide NO goods or services for the money I, as the consumer, have to pay them.

It is the opposite of "customer service" because the answer is always NO. Make sure they are noting your account EVERY TIME you call in. I am completely unhappy with this company and their customer support department is a joke. I am paying triple for what I used to pay when I went to my pharmacy and got my medications on a timely basis. Now, I never know when my prescriptions will arrive and what I will be getting and if I need to call them. I have to jump through hoops to get a simple question answered. Gone are the days where I could go to my friendly pharmacist to ask a question or get a last minute refill. It's also so convenient for Express Scripts to have a 'Contact Us' page, but no email option. Your only option is to call. This company SUCKS.

My husband has since retired and now has a different insurance plan that went into effect on July 1st... and guess what is now not covered under this plan? You got it... The prescription we've been trying to fill for TWO MONTHS that we have spoken to Medco about and tried to get filled under the old plan... They literally ** us around for two months and now even if the script was to be approved by the god-pharmacist, we'd have to pay full price because they ripped us off by not filling it when the insurance still covered it.

This joke of a company is a pathetic excuse for a prescription delivery service. They lie, they don't do what they're supposed to do and God help you if you're stuck with them and need lifesaving medication like my husband does... They drag their feet and don't fill valid prescriptions that people are submitting from doctors who know what they're prescribing, and Medco has ZERO right to question it... I hate this effing company. They truly suck... RUN... DON'T WALK... RUN FROM THIS COMPANY. Use anyone else...

Well, all is well now. I called Oxford, by that point howling mad that they would send me to a pharmacy that exhibits such callous disregard for the lives of their patients. They then told me to use Optum RX instead, who have been wonderful, helpful, and agreed to use overnight delivery to get my meds on time. Your insurer making you use Medco? Call them and ask for Optum RX instead. The life you save may be your own.

The last time this happened, they treated my doctor's response as a new prescription and started the whole process over again. This was after I called Blue Cross and they had one of their pharmacists on the line with me as I got booted up the line at Express Scripts. They were openly hostile to the addition of another professional on the line and I suspect they retaliated. I'm writing a complaint to Senator Michael S. Lee of Utah, ranking Republican on the antitrust subcommittee of the Senate Judiciary Committee at: 316 Hart Senate Office Building, Washington, D.C. 20510. I invite other dissatisfied patients to do likewise.

This place IS VERY DISORGANIZED, but they have a virtual monopoly on home delivery. I have prescriptions that are impossible to fill where I live, because of the propaganda war against pain killers, never mind that I have 4 herniated discs, as well as chronic pancreatitis. I have to get occasional overnight delivery, because my mother visits my aunt in Fort Myers, a 4-hour drive, and I have to bring her. So I make the requests when my aunt flies to her timeshare, and I stay there for 2 weeks, and I cannot simply leave without refills.

This last episode was the last straw and filed a complaint with the Missouri Pharmacy Board and the State Attorney General for the State of Indiana. There are forms that you can download online from both agencies. I have not heard back from anyone of these as of today. I found it most interesting that this company is headquartered in St. Louis, Missouri and yet they have not one pharmacy in the state. This company has 12 pharmacies across the nation. My Rx was filled by the one in Indiana. You will not find a phone number for any of these pharmacies anywhere nor will you find their addresses, except on Express Script's website.

AS far as cost for the name brand, to me it is triple the cost of the generic. My insurance company knows this and I know this, but Express Scripts always comes back with the same line "but we're saving you money." That savings can cost me my kidneys. I'm not going to take that risk.

Now they have charged me for a prescription that they refused to send, causing me more expense of paying for another office visit to obtain a different prescription provided to a local pharmacy because they refused to ship without a credit card on file. If you give them a credit card number, they automatically send your prescriptions whether you need them or not.

Weeks later, I received a package in the mail from Express Scripts. Suddenly, they had changed their policy according to the representative, and shipped the old prescription and billed me in the amount of $85.77. I informed them that I was returning it unopened to their company. The said they would refuse it. The prescription was returned to sender unopened, and is probably on someone's desk or is off floating in the land of lost mail and they are trying to put me in collections. This is totally unfair business practices. I refuse to pay for something that they refused to ship, only to ship it weeks later after I had to go to more expense to obtain another prescription.

This is the worst company I had ever had the misfortune of dealing with. They just can't get it right. This isn't the only problem either. Every single time I have to deal with them, it's more hassle. I am switching to Sam's where the same prescription for a 90-day supply is $10 and they are local people.

Two days' worth of phone calls (not exaggerating), including having numerous Benefits Dept. agents from my husband's company sitting in on the calls netted a big fat zero. The Medco agents were rude and dismissive, to the extreme, and even the Benefits Dept. agents were frustrated with the buck-passing.

Enter the Department of Labor. We pay for a prescription plan, so why are we being held to ransom? Time to get them involved. (They are wonderful). The DOL agent sat in on a call that lasted about an hour. Her comment to Medco at the end was, "Your system is broken." The DOL lady promised follow up.

I ended up paying the $237.00. For the first time in 4-5 years, I had to use my nebulizer, and I have been supplementing with a rescue inhaler (more money) since the incident, as my breathing is no longer as well regulated as it had been before the break in treatment for two days.

Essentially, it boiled down to Medco lying and making it up as they went along. I had Medco/ExpressScripts on one line with one handset, and the doc's office, whom I have trusted with my health for many, many years, on the other. Everything Medco said, my doc's office refuted. Medco said they called my doc's office. When I said they are not open at 7:20 p.m. Eastern, then they said they FAXED them. Then they had "note in the system stating it was the MD's choice not to respond or hear from Medco again" and yet they could attribute no name to this important decision. My poor doctor was bewildered and assured me that would never happen. Medco told me 7 days later, as the doc did not want to participate, they cancelled my script. Nobody ever informed me of this so that I could make alternate arrangements to continue my treatment, which had previously worked beautifully. When I questioned them about this, they then lied about leaving me a voicemail regarding the cancellation. Rubbish. I run a home-based business which is reliant on voicemail for orders. I definitely did NOT miss a voicemail.

Through it all, nobody would step up and authorize a waiver on paying retail until this could be sorted out. I was lost between the cracks, and lucky I wasn't hospitalized. I am very, very angry that we have no choice but to deal with this company. Furthermore, inhalers, which are required for immediate breathing problem relief, should NOT be included in some fly-by-night mail-job system. No inhaler, no breath. Simple ABC of emergency triage.

No luck recovering the $237, of course, to say nothing of the predicament they put me in with my health the day before my son graduated. I was pretty worthless as I struggled to breathe.

If there is any possible way to avoid dealing with this travesty of a company, I encourage you to find an alternative before you also face the choice of paying full retail for your scripts, or a life-threatening situation.

I contacted my doctor's office to see what happened and was told that the request came to them with the brand name only box checked and they just signed off on it. No way to prove this, but even so, when the pharmacy saw that this wasn't covered by my health insurance, why wouldn't they contact me to make sure I really wanted it before shipping it? They emailed me about every other step in the process! Could it be because they make so much more money this way? I filed a complaint with my health insurance company, WPS, but they stood behind Express Scripts and sent me a letter saying, "If you would like to switch to the generic version, please contact your doctor." Infuriating!

On top of this, the $242.00 bag of medication was delivered to my doorstep where it sat all day while I was at work. I'm lucky I received anything at all for my $242.00. If I had gone to my local pharmacy for this, I could have refused the order after hearing that price. They would have restocked the nasal spray and I could have had the prescription corrected. Needless to say, I will never ever do business with Express Scripts again. Also, because I work in health care, I am telling this story to everyone who uses Express Scripts. What other kind of business is allowed to ship items that people didn't really order, charge their credit card and then refuse to accept a return? This has to break some law relating to interstate commerce.

Although referred to the so-called "Help Center", I mostly got explanations of why they declined to fill my prescriptions. This is NOT good! I need my medications, not excuses. It appears that the main objective of this company is to make money by avoiding the actual supply of medications. Nowhere (except in their printed material) do I find ANY evidence of real customer service, nor ANY evidence that they have any interest in maintaining my health and welfare!

Well, I spent approx 4 hours on phone today trying to get our meds straight. One question my husband and I could not understand is why it is company policy that your prescriptions HAVE to be on auto delivery. If not, they delete your prescription. I am a clinical professional and knew this is not reasonable, so I attempted once more and got a person that was actually intelligent. All you have to do is have your physician to write to Medco (Express Scripts) and tell them to fill only when patient request! If you haven't figured out what the scam is, it is MONEY. They are going to fill your prescriptions whether you need them or not. My husband did inform them that if they sent meds we had not requested, we would stop payment on the credit card. Their answer: We will bill you anyway. I take that as a threat. Someone has to do something with this company or does anyone care?

They did not consult the doctor first. They just stopped paying for the medication, period. She does have a secondary insurance specialized for children with special health care needs; however Express Scripts-Medco will not process a secondary insurance, so we have always had to have her medication filled at a local pharmacy, which a portion (a higher co-pay amt. of course) was covered by Medco, due to the circumstances, and then the remaining co-pay amt. was covered by the secondary, but in November, after Express Scripts took over, this all changed. Because they did not see that this increased dose was FDA approved for children, unless under certain circumstances, they decided not to approve the medication any longer therefore forcing the secondary not to cover it either because of the new health care laws.

This sudden stop caused my daughter to go into a full flare of her disease causing extreme pain, Pericarditis, extreme high blood pressure, and a long list of other things. This caused several trips back and forth to the Children's Hospital, which is an hr. and 1/2 away, causing her to miss a great deal of school, and me, a great deal of work, etc. You get the idea! It took 4 months of fighting to find out that they hadn't been paying for ANY of her meds, nothing! They were just passing it onto the secondary ins. We finally ended up having to get that particular med. directly from the factory. Meanwhile, Express Scripts says that the only way that they will cover any of her meds is to have us pay the co-pay and then submit that to the secondary ins.

She is not our only child with Special health concerns. Our youngest has Epilepsy, also requiring the secondary insurance. Together, the copay of JUST their meds would be $5038.67 which is more than we bring home a month. Now that the secondary insurance knows that their meds are not being covered at all by Express Scripts, they are apprehensive of covering anything.

When I called, I was told I had a credit balance of $72. "How is that possible?" I asked. I was told the check was credited entirely to me (even though both our names are on the check for the joint account and the medications go to the same address shown on the check). I was told that the accounts for my husband and myself are separate. I will need to send two checks, in two envelopes with two stamps. This is obviously their way of getting a credit card from me, but that will NEVER happen. I had to speak to a supervisor before someone agreed this was ludicrous and moved the $66 from my credit balance to cover this invoice for my husband.

My question is, how did they decide who got the credit balance? This is so poor. And why create all this extra work? No wonder medication costs are going up. In today's world when most companies are trying to be more efficient and reduce paperwork, Express Scripts is creating double work. They are the worst. I hope someone is reviewing these complaints and investigates. Obviously their lobbying efforts are paying off; and the customers are paying the price. So, I have sent my monthly complaint letter to the corporate office for all the good it does. DO NOT EVER ALLOW THEM TO DO AUTO REFILLS. They are incompetent. Do NOT ever give them a credit card number or account to charge. God knows whose medications they will bill to you and to whom they will give a credit balance for your money.

Now, I have to bother my doctor and have him send in refills. Does anyone know who regulates these people?? I have already let HR know what I think and am enlisting others to call too but there must be somebody else that has some authority over them we can complain to. State Department of Insurance?? Department of Health?? Surely as a pharmacy they have to have some sort of license. Seriously, I HATE these people. It's like their function is to play keep away with your meds. And this website should add stars for VERY angry just for Express Scripts.

One of the pharmacists from Express Scripts told me it was perfectly legal for them to change my prescription without my permission, and the reason they did this is because ** capsules is not issued in capsules, only tablets. It appears that the word "tablets" is a critical word because it prompted the pharmacist to change it and issue another drug which (1) it has the word "tablet" in it and (2) Express Scripts will make a lot of money if they issue a non-formulary drug.

Today my doctor was informed about the whole case and she was appalled. She said Express Scripts just wanted the money and never mind that they are cheating senior citizens by pulling a shenanigan like this.

The woman basically told me that was impossible and there was no notice to stop delivery until May. At which point, I said the drug had just come to my post office 2 days ago, which would be June. I could not make her understand and she just kept repeating it did not matter and I owed them for the drug whether they sent it back or destroyed it. "Fine, charge me. Just get me out of your system please," I said. I simply could not make her understand and she just repeated I AM DOING MY JOB several times. I am furious, not over the $12 they will start sending me bills for, but for the fact that they are so poorly managed and will not even consider they might have made the mistake. I want everyone to hear how dreadful this company is, get out of the system and push for investigation into their practices. End line, I will pay again for drugs that I did not want or need and have spent precious time on two telephone calls with no results.

The drug came, but it was the generic. I immediately called, and they said they would send out the brand name drug. Later, they called from accounting - I owed for the wrong one, and they would need a card for the brand name, and the price had gone up. After an hour, as I explained about the phone call where I ordered the brand, they finally just said, "Well, the doctor's prescription does not say no substitutions, and we don't see your phone call." Customer service would, however, "discount" the generic, but I would not get the original price on the brand name drug.

I told them to look under the other account for the phone call. Accounting is looking. I told Customer Service I would go back to Canada for the drug if Express Scripts would not honor my order.

The second issue is how the doctor can "order" a prescription for me - actually, he cannot. Yet, they kept telling me I had to pay because he "ordered" it - when all he does is send in a prescription. This is fraud, in my mind.

I called the Express Scripts number on my insurance card as they do not have a number to call them online or their address to mail them. The very nice young lady deleted my card for me and my husband's accounts. So now they have no choice but to call me, but we have been told that the very next time we give our card information to them for our next refills, they will then use the card again as it will be stored in their computer unless we call to get it deleted again. There certainly has to be a law against this kind of practice.

We are currently waiting on all of her meds, which have been denied being released due to us "not paying"... we currently have a -$10 balance on our account as per their own website and my account records and payment history - that's right, you didn't misread that, Medco currently owes us money, and yet they have still managed to once again place my wife in a precarious position by not doing even the simplest of jobs correctly.

I am calling for everyone, everywhere, who has ever had an issue like we have to completely boycott Medco and refuse to use them for anything until they get their act together. It is either this or we get a class-action lawsuit together against them for all of the stress, worry, financial strain, and anguish they have caused to all of us. It's time we stop letting them just push us around and do whatever they want because they don't care about their customers with so much money coming in all the time. They need to learn that their customers matter and that they do, in fact, need us in order to survive as a company. Let's make them take notice since the years of us complaining and giving them another chance have clearly taught them a single lesson!

I came back from out of state. No meds. Either no refills or too early to refill (with 2 refills left). It was last refilled in January. It was due on April 21 to refill, but in May it never arrived. They won't. Pending until end of May. Why?? I made a call and the rep give me a story - too early. Really? From January 2013 and the bottle says refill after April 21. It's now May 10th. I got a 2nd rep. She released it and the bottle came... NO REFILLS. Again, what happened to the last refill? Whoops! Lost in space again!! The best is yet to come! MY cardio transmitted ALL my meds to ES. She showed me the list on her computer. The rep was rude and said, "We got these that you were billed for." I was billed all right! While picking up a 20-day supply at my retail, CVS, I received a text with a message, "Debit card was charged with $124.27 by mail or phone." HUH! I didn't use the card in a week or more. Weird...

I went home, got to online banking and there it is! ES Pharmacy charged my debit card. Not on file with them. ES, I am on the phone like a rash again. The rep outright lied - auto pay. "What did you bill?" I asked. "Your Visa." I said, "WRONG!!! YOU ARE LYING! OH YEAH. That's not on file with you." I checked 2 hours ago and have been making phone calls to see what the heck is the problem with the security and privacy here. He said, "It came from your checking." Oh, my charge card gave me a checking account. I hope they put enough money in there so I can take the trip to Hawaii. I desperately would love to go on.

You are lying to me and I want to know how ES got my information on a card they NEVER had... They billed it!!! And you don't have my meds sent from my doctor. WHY? "Don't worry. You'll get them." Oh, I will... How? "They can resend them." How? Just FAX them this time. I said, "I will find a supervisor and get to your lying, rudeness and lack of ability to handle a serious security breach in my account, and the mess ups since ES merged or took over or whatever it was." Medco is no longer my mail order provider. They never messed up once! I proceeded to check with my card on file. After he knew the card was an MC, I told him, "But it had no checking account." Another lie. That bank said no charge from them was ever made.

They gave me the information when they took over with the billing on my account and it was also the same time my RXs started to not come, be auto-billed and get lost in space. I was advised by my CC company on what to do... Call my bank and advise. I called ES back and DEMANDED to speak to a supervisor regarding the breach in billing, and the rep did her job! She found the problem and it was serious. That's all I can say. I have no choice but to use ES. It is my mail order through my benefits. Retail would be just too expensive for me and my husband, so I am working to see how to handle it from her with my benefits, which is my next call.

I spent the last week trying to determine if it's my Mac or the secured sites creating the problem. But it is just ES... They don't have it together and they are going to cause a life soon (if they haven't already)... I said November was when I noticed the most problems starting, but that's just an estimate. So frustrated that I again now need to go to my doctor's office and have the nurse do all our cardiac and BP meds, and not take the chance of this happening again. I don't have enough. 30-day supplies and I'm leaving the state. I'm not sure of a return date. It will get costly in many ways. All are important meds. Good luck to everyone having the same difficulty or more, or worse! I hope some Regulatory Board or government agency gets on ES and does something FAST!

I received 3 letters for one script. Each letter came a day apart. The first one stated they did not carry it. The second one said my insurance didn't cover it (insurance had been covering it before Express Scripts). The third said it was not time to refill. Along with the letters, I received several computer generated calls. The first one said I needed to have my doctor send a script because they didn't have one in their records. Then that it wasn't time for a refill. Then my insurance didn't cover it. Then the refills ran out (keep in mind, this was the first time it was ordered through them). This month I received an invoice saying I owed a balance. They next day a statement came saying I had a credit showing (through email I was told that my payment was made, but for some reason not showing up?). They take 3-5 days just to fill a prescription, then up to 14 days before it gets to your mailbox.

The mail order company I had before Express Scripts filled had my orders in the mailbox within 5 days). I started receiving emails telling me it was time to refill and that I should go to their website to order. I did this and the phone started ringing again. It is not time to refill that script. You have no refills on that script. Yes, I did receive a letter stating the same thing. When I decided to contact them with my complaints, it was just as if I was writing to someone who didn't read English. I was told many different things, but not one of them did they take any responsibility for any of the mistakes. It was the doctor's fault or the insurance company had a problem with it. After 5 frustrating emails, I just told them to forget it. This is just another case of corporate service, leaving this unsatisfied customer yearning for the old days when customer service was important.

Two weeks later, I finally got my script and it's a totally new drug, a generic for ** patch changed once a week which is a totally different estrogen, a weekly patch, a honking big patch, made from a different plant, different adhesive (and I have a lot of skin allergies) and has double the total estrogen as the **. So much for the FDA guidelines. I do not wish to use an estrogen product that doubles my estrogen use when I was doing very well for years with the** patch. I put on my first ** patch. I had trouble with breathing, headache and itching within 45 minutes. I have sensitive skin and a lot of allergies.

Express Scripts set me up for a bad allergic reaction and changed my drug without consulting with me. I have to trash this patch and go back to the drawing board. This is not my first frustration with this company. They are slow to fill prescriptions and full of weak excuses. I'm going to check into a local pharmacy even if it costs me more money, and of course complain to Priority Health about their choice of mail order pharmacies. Since when does a mail order pharmacy make drug choices for a patient? I thought that was between patient and doctor.

After arguing with them repeatedly, they finally backed out the payment and took mine. Back to current issue, I asked the person when payment would come out of my account. She replied, "5/22." Well, payment was taken from my account on 5/16, the day after I spoke with the representative on the phone and resulted in a $35 NSF. I called on 5/17 to speak with customer service and was told in not so many words to piss off and they were not going to do anything about it. They are crooked, employee liars and don't give a damn about their customers.

I will not be using them ever again. I also filed a complaint with my insurance company and the company I work for and both have said they have received so many complaints that they are going to drop them as mail in pharmacy of choice. I would not go anywhere near this outfit nor recommend my doctor or any doctor to send prescriptions to this company.

People are rude on the phone. They lie and act like they are doing you a favor. I get my benefit through my employer, but I wonder how much it would cost a private prescription plan. In any case, the authorities should shut it down or hopefully class actions would impose some real punitive damages. It baffles me that this company is allowed to operate like this.

I got home and went on the computer. It still said estimated ship date May 15. I called and asked if it had been shipped. They said yes. This was on May 9. I should have received it yesterday because they claim they always ship second day air. I didn't receive it yesterday, so I checked the tracking number and it said it was in Compton, CA. So I called them and they said I should receive it the next day and to call my doc for a two-day supply. So I did that. I checked the mail today. No medicine. Remember... I said this was anti-anxiety medicine so all this crap is not helping my anxiety. I checked the tracking number again and it's still in California. Now pissed at the post office, I called them, and they explained to me that it hasn't been shipped to the post office yet and to call the people I ordered the product from.

So I called ES again, and they say to allow 11 days after the ship date for controlled substances. I never had to wait that long with Medco! And he (the rep) said that it's in CA because it's a controlled substance. So he tells me to call my doctor to get a 14-day supply and gives me this phone number for the retail pharmacy to call for an override. Then he's like "Hopefully you'll get your medicine in the mail tomorrow." And I'm like "I doubt it if you're having me get a 14-day supply, plus the fact that it's in California!" So he starts stuttering, “I'm so sorry. Have a good night”, and he hangs up.

First time I ever scared the ** out of a phone rep like that. And it felt good because they all deserve it. I've been a phone rep before, as a RN, but I never lied to my patients or made them run around in circles. Shame on you, Express Scripts! I could tell so many other stories about other prescription problems they have caused, but this one so far takes the cake. You don't take a person with anxiety disorder and mess with her anti-anxiety meds. It's a good thing it wasn't one of my life dependent meds.

First, it was all set and they couldn't see any hold up on the account. Then, they told me it was denied and when I asked why, I was put on hold and a recorded message started to explain how I could appeal it. Appeal what? My doctor approved a medicine I need? Then I called back and begged to speak with someone else and she was a sweetheart. She said she clearly saw the problem in the system and was putting it through immediately. I asked her how long it would take to go through at the pharmacy and she said now. So it's now midnight, seven hours after this whole process started, and I called my pharmacy to see if he can fill it. Did it go through? Of course not. I give up. I'm drained and upset. I work hard to have my insurance and I didn't get to spend time with my family today. Horrible.

When I asked for a refund, they refused. They said that they would give me credit. Then they put two more authorizations on my credit card. Today, they offered that I go to a pharmacy and get the medicine. But I was supposed to get this for the credit that they offered. I would have to pay for it myself. Then finally they said that they would reimburse me. Everyone that I have spoken to has promised a delivery and it still has not been delivered.

It has been almost a month and I still have no medication. At every turn, they have promised to deliver my order and they have failed. They are not a reputable company and should be investigated. I believe that they should pay me a settlement and not just get credit at their company.

Two weeks later ES called my wife for their payment of the higher amount. I called ES back and they told me that they don't have records of my company contacting them. So, I asked them to send me an email, fax, or snail mail a copy of the changes (ES has refused multiple times to do so. They are being crooked and I sure hope they fix this problem and other people's problems soon)! An attorney will be coming after them faster than they think!

This was the whole purpose of getting it from my doc early! I hate these people! Am I supposed to just sit and go through withdrawals off my meds while they sit on their thumbs spinning? On top of that, I'm out of town! Now, I have to see if my doc can pull the script so I can go to my local pharmacy and get it sooner because if I leave it up to Express Scripts, I will fall sick due to withdrawal. Medco was so awesome with getting me my script fast if I was leaving town. I have so much to worry about and do while getting ready to go. I really didn't need to stop everything I'm doing to deal with this crappy company!

I called a day later to make sure my script was filled. The automated system said they shipped it out so all was well. What I received was only one of the prescriptions. So I went online and after spending 20 minutes digging through the website, they said my script for my controlled substance could not be filled until July. Mind you, they gave me no notification of this. I called them and they said I needed a prior authorization from my doctor. I called the doctor and they said they would call it in. A few days later, my doctor followed up with them and they told her they did not send it out, that the insurance did not approve of it. The doctor called me and I called Medco.

I asked if I could simply pay cash for the prescription. They said no and gave me another number for the doctor to call. I called the doctor back and they said the drug I was on is not required to have a prior approval they checked with my health insurance. They agreed to call Medco back. The doctor called me back and said that after arguing with Medco, they finally agreed to ship it out. So the following day, I checked online for the status and it says the script was authorized and asked my approval to reorder. They did not do it automatically.

Now here's the funny part. My other prescription is for a stop smoking product which may or may not be covered under insurance and it's expensive. They have filled every order early and I now have a 6-month supply. It isn't medically necessary for me to take daily but I do because I don't want to take up a tobacco habit again. My anxiety medication which I take daily that I need to take daily was the one they wouldn't refill. And now my anxiety is even worse but they won't let me take my medication to help me with it. And their website boasts "Worry free refills" Yeah right. It sounds like it's time for a class action lawsuit.

The manager at that time became very frustrated with me and escalated her voice as high as it would go. The manger continued to try to convince me they were good and better than what I was supposed to receive. She eventually told me to fill my orders somewhere else and hung up on me. The insulting part of this was that I was charged almost $100 for a 90-day supply and to find out the next day while filling the same script at Wal-Mart, out of my pocket, it only came to $30 for a 90-day supply. Scripts/Medco is a scam and must be a very profitable company. Last night. I was on the phone for over a hour arguing with a rep again, this time for a very expensive script that I cannot get filled locally (meds for a previous spinal cord injury), which were 15 days ago. I still do not have the script.

The medication is never supposed to reach a temp over 76 degrees. I was informed that the medication has been sitting at a UPS center in Kentucky for 12 days. I was given the tracking number and was told that it is my problem to follow up UPS. Really. The manager of Scripts insists it is my problem to get my meds to me and to not call them back, but to call UPS on Monday, for a drug that I have already been out of for 3 days and cannot obtain at a local pharmacy without pre ordering from them. My next stop is a complaint to the state insurance commissioner and my local United Health Care salesperson that handles our very large company account.

Being that my girlfriend is too busy with school, I got involved and called them. They advised that the shipment was delivered, and there was nothing they could do. I was furious because it was their mistake so I spoke with another supervisor who advised that she would request that another prescription be sent out. A few days later, my girlfriend got a voice mail to let her know that they cannot refill another prescription because they had already shipped it over a month ago.

I called again and talked to yet another supervisor. Again, she said she would put the request through to re-send the prescription. This was yesterday and my girlfriend only has a week left. I'm not too confident that they will process this "request" in time. This is ridiculous. They already charged over $100 for the prescription. This is plain theft. We don't know what to do. It seems like an uphill battle against an invisible enemy. Do I call the police? What state does this company belong to?

By the week of 1 April 2013, it still hadn't arrived so I contacted Express Scripts and they said that there was no record of the prescription in their system, or notes from my previous conversation with them, and they didn't know who the manager named Erica was. They offered no further help or explanation. I called my doctor on 8 April 2013 and asked her to send the prescription again to Express Scripts. She completed this on 9 April 2013 and I called Express Scripts again on 11 April 2013. They said they had the prescription but there was a hold on my account for processing.

I got a manager on the line, Raj, who gave me his code **, and he said that a hold should not have been placed on my account; he did not know why this had been done and he removed the hold. He said he couldn't guarantee when the prescription would be shipped but that I should get it by the following week. I explained that I had only a few tablets left and would run out of medication this weekend. He said that he couldn't help me. I am still waiting for the medication as of 19 April 2013. Each time I talked with Express Scripts, I explained my situation to the representatives and when I would run out of the medication.

I started working with Express Scripts over a month before my prescription runs out and now I may be forced to ask my doctor to send a 3rd prescription to a retail pharmacy for an emergency month's refill and pay for the medication without any insurance converge to ensure I have the medication when I run out. Every time I talked with Express Scripts, the representatives were very unhelpful and I had to get a manager on the line to make any progress. The level of service I received has been terrible and Express Scripts was very difficult and not helpful to work with.

I just called Express Scripts giving them all the same personal info I have used with them for the past 4 years. They had no record of my account. I was told to call back in an hour because their system was down. I asked to speak with Leslie in Prior Authorization and gave the rep the extension we were given. Shock, shock! There isn't an extension **.

I'm reporting their sorry excuse for a company to BBB! I have had it with Express Scripts! It seems that whenever I pick up a prescription, I have to call Express Script's incompetent customer service reps who give inaccurate information and transfer calls from one department to another getting different and contradictory info from each.

This is where they are wrong. They said to me over and over again that they would contact me when they got the order from the physician, then contact me again when they shipped. They did not contact me! I was so angry and said, "If you had contacted me I would have said no, stop the order and I will contact my doctor." They would not change it and had already shipped it and said, "Oh well." They said that it was our doctor's offices' fault and that the only thing they would do was to drop it to $50.

Well, that was more than what we pay now. I called Blue Cross and they have been wonderful and are willing to pay the difference if I pay the $50 to them. But I told Express Scripts to stop any orders that come in to them and lose our account, and they are still calling me trying to fill prescriptions! This place is a joke, a scam and pretty soon I am going to call the Attorney General's office because I have spent 8 hours of my life on the phone with pharmacy, doctor, Express Scripts, local pharmacy ... I'm angry, yes. They are messing with our lives, just maintenance medicine for blood pressure, thyroid, ADHD, etc.

Today, I think I finally got it under control with Blue Cross because they are wonderful but if I get a call again, I'm contacting the Attorney General's office for sure!

I don't know if they really aren't contacting the doctors or if their process is faulty, but it never fails. Every time the prescription needs to be refilled, they claim they are contacting. We wait for the medication, and 10 days later I get an email saying the doctor never got back to them, and they close their file. Numerous times this has left one of us without medication. We are forced to use them for recurring medications or our insurance won't cover the cost. Otherwise, I would be patronizing my local pharmacy.

Not only that, but the note does not even give the phone number at ES to contact to sort this out. The pharmacist had to find out what it was and write it on the note for customers. In addition, one other medication suddenly jumped from $8 to $32. Again, no reason given. I am so glad I did not give in to their harassment and stayed with CVS. The university's VP for HR is going to get a call from me on Monday about these crooks.

So two days later I went online to check the status of my order. My online account is locked. I, as well as their tech department, cannot get into my account. Twelve phone calls later, they still can't help me. So now the real stupidity starts with Express Scripts. They tell me I have no prescription drug coverage, which I do, but regardless they can still bill me and send meds. They won't do that they say? They tell me I already received my 90-day supply? They can't even fill my order. How did I get it? 5 supervisors later and they all told me different stories why this order hasn't been filled - ranging from no coverage to needing more info about the prescription (the one they never received).

Now they have it all set and they will expedite it to me. Another week went by and still no meds? The newest one is the pharmacy has it but can't ship it. They can't find out why. Another supervisor, now my online order has completely disappeared. This supervisor is telling me that my refill cannot be processed until September 2013. It's April 13, 2013 and my last refill was December 2012. I am eligible for refills every 90 days. I was told by the woman that "my math is not right," December 2012 to September 2013 is 90 days. They must be heavily medicated telling me this crap. Last straw was my wife tore them a new one. They said they can't fill my order or transfer it to other pharmacy. Bunch of hogwash.

My local Walgreens contacted them and got it transferred and filled the 90-day supply in less than 20 minutes - all in the same day. Amazing! I don't even know how this was even possible with all the black holes, doctor consultations and no prescription drug coverage. Hopefully they will be investigated, probed, sucked into the black hole with all the lost prescriptions or, at bare minimum, they will bankrupt themselves. Please save time and gray hair. Don't deal with Express Scripts (Snail Scripts).

The real problem is that they have my banking information and can just deduct whatever and whenever they want. I didn't request these medications but was told that I have to call my doctor because that's who ordered these. I'll stop payment with my bank but was told this will just be turned over to collection. I never had a problem with Medco but this change to Express Scripts is scary. They also pay insurance claims from my other pharmacy so they know all my medications, and it seems that they can just randomly ship products and make deductions from my checking account without my approval. If there is a class action suit about how this company conducts business, I'd love to be a part of it!

I have been back to the doctor and had the prescriptions re-submitted, per the latest suggestion from Express Scripts. My next step, after having our Corporate HR people phone, is to try and get individual one time prescriptions so that I can go to a drug store and have them filled rather than go on as I am and end up in hospital. Somebody is making money off of this scam, but it certainly isn't helping me as the end user. The most frustrating thing is that when I call, they can read off my prescriptions to me but they don't fill them.

I said I was getting it from my local pharmacy for $50 for a 60-day supply. They said, "Well, you have to get it from us." I said I can't afford it. They said, "Then you will have to go to your doctor and find a lesser expensive brand." I said that's Nexum, which I have been on for 15 years and it doesn't work anymore. They said, "Well, we don't know what to tell you." I said, "Why can't I get it through my local pharmacy? It was less money." They said that I could, but they won't cover it and I will have to pay the full cost, which is $194 for a 30-day supply.

So now I take nothing and suffering through this. I guess until the acid rots a hole in my gut and I have to go to the ER for treatment in the near future, I will change company. But I have to wait until September, when open enrollment starts. Then it's bye bye Medco, hello United.

It's safe to conclude that Express Script family, NASDAQ:ESRX (Medco, Wellpoint Pharmacy Management, etc) purposely make it difficult for consumers to file claims and appeals. It appears they have made a conscious decision to drive value to their organization by taking advantage of the consumer in an unfair and predatory manner. I believe there is ground for a class-action lawsuit.

On March 5, I sent several new 90-day supply prescriptions to Express Scripts. On March 15, I went online to check my order status because I had not received anything (no phone calls, emails, nothing) and the status was that my order would not ship until March 19. So I called and was told that my order exceeded the $100 limit placed on my WageWorks health care card. I never had a $100 limit on my card when it was Medco, so this problem never entered my mind. But I had to call to find out what the problem was as I received no phone calls or emails. I had to verbally tell Express Scripts to remove the $100 limit so I could receive my medications. When going through all of that, Express Scripts had cancelled one of my medications, which I found out today when I once again had to call to find out where one of my prescriptions was.

Express Scripts operates like the Keystone Cops, and it's a shame why the customer has to spend so much time with their poor customer service and unprofessional supervisors. Word of warning, just because you are the customer, do not expect that you're dealing with an organization that cares or even knows how to spell customer. Another word of warning, all generics that I have received from Express Scripts are manufactured by Mylan.

I have been out one of my prescriptions for 2 weeks now and told them I really need it. The supervisor told me I would have it by Thursday. I told them my doctor had left the office I go to and I haven't seen a new PA in the office. It was going be a problem to get up them and get a prescription. They didn't listen to me and I just found out that they have sent one prescription that I don't need and will not send the prescription that I haven't had in 2 weeks until a doctor approves the prescription. This doesn't make any sense. They know I didn't get the first order and it's somewhere in CA. They say it is a controlled substance and that is why.

Well, all I have to say is this is a sorry customer service for lying to the customer so much. I have no other choice but to use this ** company because of my work. I have to pay the regular full price of prescription after getting it filled at a local pharmacy, which I think is so wrong. I hate this company. They don't how to do anything right but lie. I was told I wouldn't be charged for new prescriptions that was being sent out, because I have already paid for prescriptions I don't have. That was another lie. They told me I have to pay for something I don't have and the new ones. I got news for them. I'm not going to pay for something I didn't get. I have already paid for both prescriptions and I don't have them. I hate this stupid company that can't get their ** together.

I contacted Express Scripts, and I cannot return the prescription; and they will not give me any credit. If I do not pay what they billed me, they will not process any more of our prescriptions. What a trap! My "real" pharmacy may charge just a little more for some of my prescriptions, but in the long run I think it will save me money and my blood pressure will be lower. I'm planning to pull out all 14 of my prescriptions from Express Scripts. Maybe you should too!

My issue with them and why they should not even be a provider of this type was when I went to fill a vitamin prescription for my 1 year old. I took it to my local CVS and before I ordered it with them, they told me it would be about $15 or so for a 30-day supply. Thinking to myself that's a little too much for something I've paid $10 or under in the past with my other 2 children, I decided to mail away for the 90-day supply. That was a huge mistake on my part. After awaiting more than 2 weeks to see or hear anything from them, I decided to check my credit card account. Well wouldn't you know it, but there was a charge from them for $225 the day before I checked. I said to myself, "I don't remember sending in anything for my wife recently."

After calling them, the rep told me the charge was for my 1 year old's vitamin. I went crazy. I am normally a calm and even keeled person, but this was nuts. After 2 hours or so on the phone with the first rep, a supervisor and 2 pharmacists, here is the deal as per their policies. The vitamin was $342 for a 90-day supply. My responsibility was $225 as per my plan. Any out of pocket under $250 can be charged without my okay unless I set up specific account notes with them stating otherwise. I was told it was my responsibility to call them first to check each prescription to see what the coverage is for each one. I was told that it was filled to the brand name vitamin and not a generic, not because the box that says dispense as written was checked but because it was written as poly-vi drops and not written as poly-vi drops or equivalent or written as multivitamin.

I was told once it's filled and has a tracking number (even if it has not even left their building yet), they wash their hands of everything and you're stuck. I was told no one contacted me prior to filling it because again the cost was under $250. Anyone in their right mind would never pay this amount of money for a 1 year old's vitamin. The fact that they kept telling me, "Express Scripts did not make any errors in filling this; therefore there is nothing we can do" is just plain wrong. Now there is the letter of the law and the spirit of the law. But does common sense or human courtesy come into play at all anymore? The person who filled this really couldn't have just called me to give me a heads up? I know they don't have to but really?

CVS would have never filled it like this or even charged me without letting me know. I've now set up my account to limit the charges to $20 without being contacted. Beware of the super mail order savings. Make sure you cover all your bases yourself as no one else will be looking out for you and they will always be looking for ways to get over on you.

I contacted Anthem Blue Cross and they would not talk with me about the "no coverage" denial. Customer Service of Express Scripts insisted I was wrong and the drug I take is not covered. I complained to my company HR about this, did some research, and discovered that it was covered! Anthem Blue Cross and Express Scripts delayed my prescription causing me great pain for months telling my doctor and me that it was not covered until my HR and I discovered it was covered and they had been lying.

The drug I take is about $30,000 year. Be very careful of Express Scripts and Anthem Blue Cross. I believe they are working in tandem to deceive members on their benefits.

I called and explained that I only received 60 pills out of a prescription that should have produced 180 pills. I was told that they understood and would push the prescription through. Each day I got another automated phone call that there was a problem with the prescription. Online it showed that they had contacted my doctor with no reply from my doctor. I don't think they are even calling my doctor because I have been to the doctor's office and they have no record of receiving any calls from Medco. Saturday I looked online and it said that my renewal request was cancelled. I called and spoke with someone who said that she was going to push the renewal through, that she was authorizing a 7-day emergency approval and that I needed to go into my doctor's office and have them write out a prescription for the 7-day supply. I was told that it would be free. It wasn't.

I was told that she had put the renewal through as rush delivery and it would go out Monday the 11th. On March 11th, I received an automated phone call that the prescription would not be sent out on the promised date of March 12th, but would be sent out by the 15th. Today I checked on it and it said that it would not be shipped out before the 20th of March. They are playing with my health and should be held accountable for the problems they cause people. I called them this morning and was told that I should have my doctor's office issue another prescription. They have absolutely no common sense. I am sure that they wouldn't tolerate their relatives or themselves being treated the way they treat us. They hold us hostage because if you have your long term prescriptions filled at a local pharmacy, they charge you more.

I just received another automated phone call that the medicine has been shipped, but online it says ready to be shipped. Not holding my breath because it's been there before and recalled/cancelled. I am sure that they will probably try to charge me the $15.00 for an emergency renewal.

After the operation, the doctor prescribed **, one per day. I had the thought of getting back to a normal life. Express Scripts, obviously don't have any empathy about their clients, as they reduced it to only 15 pills for three months. Now I got high blood pressure, and my family doctor prescribed me **. Well, the evil empire rejected it again. When I called them up, they told me the infamous lie again. And I explained to the rep that was a lie and what happened before. There was no empathy on their side at all. I don't know where to go from here, except to go and try to find another job, that doesn't have Express Scripts as the provider.

Is there any way that a class action suit be filed against that company? I raised a son that has cerebral palsy and I've seen the good, the bad, and the ugly on health care providers. Express Scripts is so bad that they have to come up with another category for them. I'm with Cigna now and going to call them up in a few minutes to make sure they don't set the policies for Express Scripts.

I asked if a copy of the letter could be mailed or emailed to me and they said no because it is an automatically generated form letter. So my child, who needs a controlled substance, only gets a form letter and there is no concern about my child and possible withdrawal. I completely understand needing to monitor controlled substances, I get it. But to disregard my child's well being, and the situation not warranting a call from a real person to let me know the situation? Wow, they are sure protecting themselves, which is fine, but how about caring for their patients?

On January 23rd, my mother received a call telling her that Medco was now Express Scripts, and that these prescriptions could not be filled with the company she had them with as they were no longer approved by Medicare for those. She was told she would have to order them through Express Scripts, and that they would send them through Liberty. My mother felt there was not a choice and said okay. We then received the prescriptions from both companies. We found out that Medco had lied to my mother, that the other company was in fact approved by Medicare.

The supervisors from both companies were on a conference call with my mother (February 5th). The supervisor at Medco got very angry and said there was no record of them ever calling my mother. She further said that we could not send the prescription back and they would not issue a credit. She said if we sent them back, they would simply send them back to us. The next morning, I called Medco. The representative was very friendly and told me that she could see where their customer service department called my mother on January 23rd. She put me on hold to see if they could receive the prescriptions back. The same supervisor from the previous day said no. The rep told me it made no sense to her, because they would typically accept them back. I hung up and called Medicare to file a complaint. I then called Medco Corporate and filed a complaint as well.

Last week, I received a call from Medco. They informed me that they had investigated thoroughly. They found no violations and my mother would have to pay for the prescription worth $244. They told me that my mother requested the prescriptions - she could have said no but she did not. I said she was not given a choice. I again told them what she was told. I was told that they would instruct their customer service that it was not acceptable to represent things the way they did, yet they felt my mother should still have to pay. I disputed that and told them they clearly felt there was a problem if they were going to tell their agents don't do this. And why did they feel that if it was wrong that my mother should have to pay? I was told I was misunderstanding them. I disagreed.

I was then told that they would go back and listen to the recordings. I asked how they could investigate a problem if no one bothered to listen to the recording? I asked how they could possibly know my mother authorized anything if they did not listen to the recording. The woman got very hateful, and so did I. She told me she didn't know why we were upset, that it was not a large amount that my mother would have to pay. I told her she was out of line. She had no idea what my parent's financial situation was, and that her judgment did not matter. I said it made no sense that my mother would leave a program where she pays nothing out of pocket to one where she is paying. I went to the corporate site I had been given and filed a follow-up to the initial complaint.

The next day, I got a call from the corporate division that handles the complaints. He told me he would investigate. Today (February 22), I got another call from Medco - the same person I spoke with last week. She now claims that there were two calls made on January 23 (first none, then one, now two) and that they were both automated calls. This is a lie. She then asked who called - them or Liberty. I told her whoever represented them. She said her investigation shows that the right prescriptions were sent. I lost my temper and informed her that the complaint was how they got the prescriptions, not the prescription itself. She then tried to suggest that the other company (that we had been dealing with for months) must have called. I said it made no sense that they would call to say we had to place them through another company when they were still approved.

I told the woman that I did not believe they were investigating the issue at all. I had no reason to believe her at all since she had no idea of what she was talking about and that her story seemed to change nonstop. They are still claiming that my mother will have to pay for the prescription. They have her over a barrel. If my mother does not pay, they will send this to their collections department and she will not receive any of her other prescriptions.

Thus far, I have been able to get two filled for both meds in the last two months, since being put in the ES plan on 12/10/12 while ES continues to create delay after delay and problem after problem filling prescriptions that a regular brick and mortar pharmacy could fill in less than 30 minutes when necessary. All the while, since they cannot seem to get refills transferred from Rite Aid, like every other brick and mortar pharmacy is able to do. Instead, they force our doctor's office to fax (not email or send digitally) a new prescription with instructions for 3 months because again, they force us to buy these regular monthly meds in 3-month increments. So then I get phone calls from the ES automated phone system saying, "Your prescription cannot be filled" and no explanations of why of course. Then, I call and have to spend literally an hour on the phone to figure out they cannot seem to get my doctor's office to reply to them. They said they would try again.

After two days, I got no update so I called again; another almost 2 hours on the phone. Then, I asked if ES had called the doctor's office again and if they emailed or did anything else to follow-up? No, instead they say after three attempts (only by fax or phone do they communicate), they do not try again. This was a big shock to me. They simply give up if our doctor does not reply after three attempts. This for regular monthly meds we as customers/patients rely on to keep our health in the right condition? This is just wrong! So my doctor's prescription had the correct medication but they made a mistake and did not indicate the instructions how to take the meds. This gets to ES, they have not enough information and have the automated phone system call me and say, "There's a problem with your prescriptions and it cannot be filled" with no explanation once again.

So of course, I have to call again. Another hour on the phone with them with a customer service rep who does not have an explanation, who then transfers me to a manager, who finally looks up the history in my account and tells me again, after 3 attempts (2-weeks ago mind you, they did not keep trying to reach my Doctor's office), they just give up and do not notify me other than their automated system which only tells you there is a delay and no explanations as to why. Really, no explanations. Delay after delay after delay is ES business model, I'm convinced. Then, I have to do their job for them of calling my doctor's office and getting a hold of the medical assistant and then finally they fax the prescription. Not only did they fax it, my doctor's office send the faxed prescription 3 times, which then sends ES into a tizzy, sending me an email and another automated system phone call to tell me there's a problem with my prescriptions. They cannot ship them.

I called again. Come to find out, spending another 40 minutes on the phone, in fact finally my 2 meds have finally shipped but they have no confirmation # or tracking #, nor did they email me a confirmation of any sort, when I am on their online account system (which I am, since they are able to send me emails about problems with prescriptions). While on the phone, the customer service rep (who sounds like is from India and barely speaks clear English) cannot explain, keeps apologizing to me and then transfers me to the Web Dept. There, an English speaking lady who helped me from the Web Dept realizes my online account was not activated properly, even though I had that set-up on 1/4/13 by their customer service dept via phone and had logged on to my account in the past I know for sure.

The Web Dept lady fixes my online account and says I should receive emails for shipped meds in the future, then has no explanation why the meds shipping today show no confirmation # or tracking # either. That said, we left it at that and she had issued a case # and has 1 of the 2 meds flagged and in that case, she indicated my med to ship expedited to me (at no charge to me, how nice of them, only took 8-weeks) and she just instructs me to check back tomorrow to see if the tracking # is indicated for both meds that supposedly shipped today. Long story short, the ES business model is a flat out scam. They force people to order our life-saving meds exclusively through them. Meanwhile, they provide the worst, I mean the worst customer service I have ever experienced for filling prescriptions. They need to be better monitored by the Federal Government and make sure they are helping people properly in a timely fashion and not what is the cheapest or less work for their bottom line.

They care not they are creating delay after delay, at the expense of their customer's health and well-being. These large companies such as mine, who decide on the lowest cost health plans for their bottom line too, ought to read these reviews before they sign on to have thousands s of people exclusively forced to get their meds from companies like ES, which we, the paying employee, customer of the ES business ultimately have no other option for health insurance coverage. Their bottom lines cannot be at the expense of their valued employees and on the health of people in general. I feel it's truly a crime for ES to operate is such a monopoly type-format and not offering paying customers better options or at least one other option. We should be able to just go to the brick and mortar pharmacy in our local towns, which is the best for our systems medically, for our local economies and our health in general.

At this point, I was trying to stretch the remaining compounded medication I had left. Sometimes E.S. processes these orders very quickly. Other times, it will take weeks. I contacted my doctor to request a script I could get filled locally before I completely ran out. She had talked to Express Scripts the day before to clarify some questions about the script, but it was all worked out. A few days later, I had a message from E.S. saying my credit card number had expired, and they couldn't fill the order without one. I phoned them back and provided a new number. That was 2/11/13.

On 2/16, I received a letter from E.S. stating that they could not fill my script because of special handling of the raw ingredients required for my script. This is the same script they've been compounding for me for at least 2 years. Now, I have to go back to my doctor and request a new script. Why are they suddenly unwilling to fill my script, and why didn't they notify me instead of allowing me to believe they would? The result is that I spent a lot of time, as did my doctor, to make sure I had my medication. If I hadn't taken additional steps to get an emergency script, I would have been completely out of medicine.

First of all, how hard is it to call a doctor's office? I mean which side is incorrect here? If I cannot get this filled, I will have to go back and pay $200 once again at the pharmacy, and I can't afford to do that. The part that bothers me the most, however, is that when I spoke to them today about it, the woman on the other end, who said her name was Jaqueshia, laughed at me (along with her coworkers in the background) at the end of the conversation. I said, "What's so funny?" And she said, "Sorry, I choked." Really unacceptable.

I plan to file complaints and petitions until something is done. They have too much control over our lives that we continue to pay for with no service! It's the same thing for the over-the-counter Claritin D. I have to find 24-hr pharmacies to get it. I try to go to Walgreens in the morning but the pharmacists are not there on time. I shouldn't have to go on my lunch breaks; it's a hassle all the way around and I'm sick of it. You might as well make it prescription too with everything you have to go through to get it!

I got a phone call today (Feb. 7) saying my prescription would not be delivered on Feb. 8, with no explanation why. So I called today to see what was going on & was told by a supervisor that they were in the process of contacting my doctor, because they need a new prescription before they can send me the other half of my meds. Seriously?! It's been 3 weeks. I've been told 3 different stories. And I still don't have the rest of my prescription. I should've known this would happen, because something like this always happens. With Medco & Express Scripts, there's always a problem, a mix up, or a mistake & nothing ever goes smoothly. It wouldn't surprise me if someone there changed the 180 qty, so I'd only get 90, & they could pocket the other half. Now I have to go get a new prescription from my doctor tomorrow, which she's going to charge me for, and go through this whole process all over again. I can hardly wait.

I just had the same issue with my son, this time for an acne medication. It's not life threatening but makes me question the point of going to a doctor when apparently Express Scripts know better and can overrule a doctor any time they please if the drug being prescribed will impact their profit margins. I was born and raised in the UK and for the 34 years that I lived there, I was never refused what a doctor prescribed nor do I know anyone there who has ever been refused a medication, because it's about patient care and not insurance company profits. I am now an American citizen and proud to be so. I have lived here long enough to know nothing will change and it does not surprise me that the USA ranks 37 in the world for healthcare, which is sad given the size and wealth of this country.

I contacted Medco and was referred to OptumRx. I answered all the questions, many of them several times). I was told I was enrolled in the program but due to wait times for scripts to be faxed and scripts to be filled and delivered, I should request a temporary override approval to allow me to get the meds locally. I spent over 8 hours over the next 6 days repeating my story, personal information, explaining my reasons for the override request. If you recall, I should have resumed my medication on Friday, but I was still dealing with mail order. I am a registered nurse and told one individual that if I was an incompetent in my professional performance as Medco was, I would be fired or sued, or my patient might die. The response was, "I am sorry you feel that way." My response was, "This is not my feeling; it is a fact!"

I asked to speak with a decision maker and was told this was the process and that was the way it was. I find it very disturbing to think that no one is in charge. Perhaps this is the problem, no one is in charge. Patients are at the mercy of a company that shuffles you from person to person (maybe they are testing our tenacity). I consider myself as smart as your average park bear, and I could not get a response. On day 6, one representative told me, “Well, you just did not call the right department.” How would I know who to call? Finally, I got the approval. My concern is for those individuals who don't have the strength or energy, or time to spend countless hours on the phone, being transferred here and there, telling the same story over and over, and have trouble with English. Who will advocate or help these patients?

I get the feeling the company wants you to give up and hang up, resulting in savings for the insurance company. One individual suggested I purchase the medication out of pocket and then request a refund. I don’t know many people who could afford $8,430 for medications for one month; if you can, congratulations. How long could you do that? How can this be stopped? If that was not enough, I decided to call today to make sure my medications were ordered. I was told the medications were not ordered and that I had to request it to be filled. Why would I sign up and spend hours on the phone if I did not want the medication? Seriously, this excuse is just another lame reason to delay the delivery of life-saving medications. Maybe the Affordable Care Act will force insurance companies to be accountable to patients. I wish I had another alternative to secure my medications, but unfortunately I, as many others, do not.

I am a cancer patient and have been caused so much physical pain and suffering by these people. There is no training of any of these phone operators and each supervisor has no ability to see who the numerous other phone operators I spoke to were. There is zero, zero, accountability so the operators just tell you anything they please. I spoke with fifteen different operators - each one gave me a different address where to send my prescription. And when I asked to speak to a supervisor to check the addresses, each supervisor then gave me a totally different address where to send my prescription. No wonder it came back balled up in a ball with no contact information or explanation.

Someone needs to shut this drug barn down! Where is the Attorney General?

I called on January 17th 2013 and spoke with Debra who said it would take about 48 hours. On Tuesday, the 22nd, after not getting a refund, I called again. The woman told me that there was still an open ticket for the refund issue and to call in a couple of days if it wasn't resolved. I called today and spoke with a supervisor named Tracy. Tracy told me that if my doctor's office faxed in the prescription and didn't specify the insurance, then I am at fault and will be charged the full $216.71, completely contrary to what the 2 previous representatives had told me. Further, I explained that I had cancelled my insurance before it was to even be in effect starting Feb. 2nd, 2013 and that second account shouldn't have even been there. I didn't know it was there, and clearly neither did my doctor.

Tracy (a supposed supervisor) was incredibly rude to me. She said that basically, even though it was their fault, they weren't going to refund. I cannot send back the medication I haven't even opened yet and get a refund. Basically, I was charged way more than I authorized, sent something, and told I cannot even return it or have them fix their error. When I called in to give my payment information, the woman never even told me that there was more than one account, either. I feel like they intentionally billed the wrong account and are doing absolutely nothing to make the situation right. It is unethical and it is wrong, and I told Tracy that. I also told her that she should pull the calls from the 17th and the 22nd where both representatives promised me that I would be refunded in a timely manner. They are thieves and liars.

First I was told it would be $45.51, then I was charged $216.71; then I was told it should have been $87.50. Nobody there is helpful or can seem to do anything about anything. All I want back is the difference from what I was charged ($216.71) and what the cost of it with my husband's insurance is ($87.50), which is $129.21. I don't want to get anything for free. And if I could return it at this point, I would, but I was told by Tracy that I cannot return it.

When I was getting close to the end of the first 30-day script and no meds had arrived, I called to inquire why and was told that the first rep gave me wrong info. Apparently, it did not seem to matter that the script was for 90 days, as I was only able to get a 30-day supply. I was shocked as my co-pay was $125 per child ($250 total) and I agreed to this based on thinking this was for 90 days of meds per child. Now, I am told I cannot get any more meds than the 30 days per child I received. Medco policy only allows them to refund $100 - so had I gone to the pharmacy for a 30-day supply, it would have cost me $50 not $250 - so I am out $200 - Medco will only refund $100 (not even per child). They claim if their reps give wrong info, this is their liability limit per family. What? There is no way they should be able to get away with this. What business is allowed to give you wrong info, still charge you and then just say no merchandise, no refund? Please check into this.

I called SE and they haven't gotten anything. I gave them my case number and they said there's no such number in the system. Tuesday rolls around and SE still hasn't gotten the forms. They asked that the doctor's office call them (why couldn't they have asked that on Friday?). Still waiting for my prescription to be filled from five days ago as I go in for a procedure. We went through customer service to file a complaint and it was like talking to the wall. No help, just apologies. They save money when they don't fill prescriptions and I think this is their motivation.

This company lied to me and dragged their feet in order to delay the processing and get a bunch more money. Too bad, I don't have it and I have no idea how I am going to be able to continue paying for my meds at this price. One thing is for sure, Medco will never see another dime of my money and I will post this message anywhere I can find to put it!

Under our plan, generics cost $25 for 90-day fills and name brands cost $62.50 per 90 days; regardless of the quantity of meds. You have to have a credit card on file with Medco or submit payment in full before they will fill a prescription. Medco refused to cover Maxalt, requiring me to first try a similar medication - Sumatriptan (there is no generic equivalent of Maxalt at this time). Although I had tried Sumatriptan in the past (without relief), it was not while I had UHC insurance so Medco wouldn't consider it. I had to pay for and undergo a trial of Sumatriptan again, which again did nothing for my headaches. So then my doctor faxed Medco a pre-authorization for Maxalt tabs, citing the fact that I had failed the Sumatriptan. My doctor's prescription was for 36 tabs per 90 days, which is the standard allowable quantity prescribed and covered by insurance.

A couple weeks later, Medco mailed me a package of 24 Maxalt tabs with two refills only (not the 36 tabs with 3 refills, as my doctor prescribed). But of course, they charged me my full copay of $62.50 for 90 days. Under separate cover a few days later, I received a letter from their Coverage Review Department stating they had reviewed my doctor's request to obtain Maxalt tablet for an additional quantity above the limit allowed by my plan. As we informed your doctor, this request has been approved from 09/21/12 until 04/10/13. In addition to this coverage review, my prescription will undergo a professional practice and safety review by a pharmacist before it is dispensed. If this review identifies safety concerns, the medication might not be dispensed or you could receive less than your doctor prescribed (this last sentence is bold in the letter).

I called the Coverage Review Department as I knew my doctor had not requested a quantity above the limit allowed by my plan. I was transferred to three different coverage specialists; all of whom stated they were unable to pull up or see the letter in question. At my insistence, they reviewed my coverage and confirmed that my plan approves Maxalt tabs for 12 tabs per month (36 tabs per 90 days). They also confirmed that my doctor's prescription was for 36 tabs for 90 days. They could not explain why I received 24 tabs only or why the letter said I could only get 2 more refills. Their only explanation of the phrase additional quantity above the limit allowed was that it was a form letter and the wrong form letter was sent to me. They assured me that the approved from 09/21/12 until 04/10/13 only referred to the coverage review period and was actually approved for two years.

Again, they assured me the form letter, which they couldn't see, merely stated the review dates incorrectly and I shouldn't worry; I would be able to refill it beyond 04/10/13 without another pre-authorization from my doctor. On the Medco (Express Scripts) website, under the mail order prescriptions you can order today section, it clearly shows I have two refills remaining - not 3 as I should have according to my plan and my doctor's prescription. I find it highly unethical that Medco can overrule your doctor's judgment and decide that you should get less medication than he orders for you and that they can charge your credit card the full copay and send you the lesser quantity without your prior authorization or even notifying you of their review and intention to send you less. I wouldn't have authorized the shipment nor the payment had I been included and consulted.

Medco dropped the shipment cost amount with my account to anything over $1. I now, in effect, had to send payment upfront for any future prescriptions whose cost is over $1. They received my payment for the insulin that was shipped and that I made a late payment for, and they put this payment in their system as a credit. When I tried to use the money they had posted as a credit, they would not let me. My wife called in a prescription for herself, and Medco was willing to use the so called credited amount for her but not me.

Needless to say I had no insulin for a week and a half and a wound I had on my leg got an infection. I have now been on disability for 2 months, and I am expected to be out another two months before I can return to work; if they still keep me. I believe that Medco is the worst kind of company out there. They hold medications hostage and let people suffer and do not give a crap. Shame on Medco. I believe I should talk to a lawyer and try to punish this horrible company. I have been in and out of the hospital for the past two months, and my medical bills are outrageous.

They basically can do nothing for their own lack of customer service or processing delays. I would like to know my rights as a consumer to have my prescription filled in a timely manner. If I had not called, I would never have known that this was going to take this long to be filled. Now, I have to go back to my doctor and get a short-term prescription. But since it is Saturday now, I will be going all weekend without my medicine.

What's the point of having a PBM then? Does this make any sense to any of you? A person who has conditions because of genetics cannot survive. Insurance companies, doctors and PBMs will make sure we die an ugly death. Just kidding. Anyways, it's frustrating to talk to so many people and still pay the ridiculous costs.

There's always an issue. I can't believe this company survives this way and not one person is on the same page. You can get a message on your phone saying one thing and then you call to confirm and you get a totally different lie! I called to check to see how much a new prescription would cost and they gave me the price and so I was happy that it was covered. The next day, I got a call that the prescription was not covered and that it could be replaced with another - very unprofessional, very!

I can't believe they allow this unprofessionalism, and to get a different answer every time I call... You cannot trust this company. They will tell you one thing today and tomorrow they will say "No, we did not say that" or "We apologize for what one person has said." There is no trust for Express Scripts. They lie to everybody. They have lied to my doctor so, so many times and no one cares. It's a shame that no one gives a **! Really, they're lying to customers all the time. Karma. Someone may get hurt one of these days. Karma...

Walgreens pharmacist called them (Kecia) telling her it was never filled twice and she was assured that it would be fine to refill. So I went to Kroger's (Retail Plus Pharmacy) and gave that info to the pharmacist there. She tried to put it through and it was denied. Meantime by now I have missed 3 days of my meds. And Express Scripts would not remove the never filled no charge Rx of August 29 that Walgreens has no record of, and said that I would continue to have this problem until Walgreens removed it, but Walgreens has no record of that and I saw the screen of my account. I cannot believe the company we worked for who previously had phenomenal benefits would get involved with Express Scripts. Since they became effective, most of my Rx have been a problem. How sad. Nobody cares.

I also said that I can't pay for these as I have not received new funds in my 2013 HSA account. She said they cannot be returned and she refused to issue an invoice dated January 2013. She was very unfriendly, unsympathetic and rude! I had no problems with Medco and this is not a good beginning with Express Scripts. I wanted to cancel all my ongoing refills and was told I can't do that. If I want to use a local pharmacy, they will have to call Express Scripts. I want to make my own decisions when I need refill and want to order when I have the money to do so.

I called Walgreens and they had the medication in stock, so I asked them to fill it and gave them the Express Scripts information. About an hour later, the pharmacist at Walgreens called me back and told me that Express Scripts told him they had already mailed back to me my Rx! So I called Express Scripts and asked what's going on. They didn't know, but they said the Rx had not been mailed back to me! Then, they told me it didn't matter, as I could not get it filled locally anyway because it had not been filled by Express Scripts first. I said that doesn't make any sense. Why would I need it filled locally if Express Scripts had already filled it? Then they told me, "Oh, by the way, we were wrong. We do have the brand name in stock!"

I asked how much is the brand name drug and they said it was $103.64, as opposed to $15 I would have to pay if they had the generic in stock. I told them to send me the brand name and charge me the generic price, as it's not my fault Express Scripts is too inept to keep their shelves stocked. They refused. They then told me I could wait and see if the medication came in on their next stock date, which they claimed was 12/28/12. I told them I need the medication now, as I am out of it. Then, they said, "Well, even if it does come in on the 28th, we still can't fill it and will have to send your Rx back to you!" I asked for an explanation. They claim because it's a controlled substance, Express Scripts can't fill it if it has been over 10 days since the Rx was written! I told them this is madness!

They then told me to just call my doctor’s office and get a new Rx. I informed them I am leaving the next day to visit family for Christmas, and I don't have time to do that. Before all this, I was hoping when I returned home that my Rx would be in my mailbox as it was supposed to be. They weren't sympathetic. I then said I've had enough of this runaround, and told them to just send me back my Rx. I will get it filled when I return home. They promised to send it back to me that day. Well, I came back for my Christmas vacation and there was no Rx in my mailbox! So I called again and asked where my Rx was. This time, they told me it would take weeks for an Rx to be sent back to the patient! I informed them that it was not what I was originally told, and asked to speak to a supervisor.

I explained to the supervisor what was going on and demanded explanations. She told me that everything I had been told by "customer service" was wrong! She told me she has no idea where my Rx is, or how to track it, or if/when it will be returned to me! I said this was unacceptable! She said sorry and told me to contact my doctor to get a new Rx. I told her it's the 28th of December, the doctor's office is closed, and won't be reopened until 1/2/13. I informed her that I am out of my medication and it's all Express Scripts' fault - that they have led me around in circles from the very beginning, have given me nothing but false and misleading information, and have refused to accept any responsibility.

And to add insult to injury, they expect me to do all the leg work! All she could say was "sorry". This company is a racket. If you check with the Better Business Bureau, you'll notice they have an F rating! Unfortunately, I am forced to use this useless outfit to fill my Rx by my insurance company if I want the cheapest price. But from now on, I will use my local pharmacy and pay the higher price because, at least, that way, I know I'll have some control over the situation, and I'll get my Rx filled when it is due. If you have a choice, avoid Express Scripts at all costs!

My wife received a letter on 12/31/12 saying they couldn't send the prescriptions because they cost too much. I got a phone call today from Margo at 9:30 am on 1/1/2013, phone number 513-858-4700 saying that she needed confirmation to bill my American Express card because they could not send the prescriptions because they cost too much. I confirmed my name and address and that they could charge my credit card. I asked for a confirmation number but Margo said they don't give confirmation numbers. It has taken two weeks and we have had to get prescriptions locally because Medco/Express Scripts does not have good processes. Do I think we will receive these prescriptions? Based on my current experience, no. Do I think my American Express card will be charged? Yes. Do I think I will need to call again? Yes.

After asking time and time again why the other representative gave me totally different information, there was no response - only followed by several "There is nothing I can do." I had to hang up so I didn't say something mean and cruel. For the life of me, I can't figure out how it takes 3 weeks to fill a prescription! There has to be a better way than dealing with this company.