OptumRx Reviews

I am a psychiatrist in private practice. Many of you posting on this site are patients who have had issues with your insurance company. I advocate for patients nearly every day in the form of prior authorizations, appeals and peer-to-peer reviews when a medication is denied. Optum Rx has been no exception to the general trend of draconian measures to deny care. Most of the time I believe these companies truly hope that after an initial denial doctors will just "go away."

After reading all the bad reviews about the mail order side of this business, I am thankful I can still go to my pharmacy, although these days I document everything that happens with this company, pay cash for the things they erroneously and egregiously deny, and tell everyone who will listen what they have done to me. Very long story, but they denied a prior authorization, requested more info, got the required info and just ignored it. After Dr. pointed out their mistake, they insisted nothing could be done once prior authorization was denied 2nd time, so we would have to appeal (ridiculous, but we did it, we had to). Now we are stuck in some 30 day process because, they say we did not request it be expedited.

They dictate your health by denying any drug that they deem too expensive. They claim they cover it, but they find all kinds of reasons to deny the drug. The medications they are denying me are generic and may not work as well, even so they continue to deny these medicines even after my doctor contacted them. These medicines are medically necessary and I have blood tests that prove this. My health has been going downhill, I can't afford these medications on my own. It's time to stop bean counters from controlling our health.

OptumRx is horrible at what they do. Their online system is UNUSABLE. I couldn't even get through attempting to sign in without having to call their help desk, who then was probably the most unhelpful help desk I've ever encountered, and just repeated the error on the screen to me that there was no username found with my information. I figured out how to at least login without their help. I've had an account for 2 years with the same information, and I had to make a new account. We never received any notification that this would be necessary.

Have called six times and also talked to supervisors and asking for this copy of my history since Sept 14. Now Feb 15 still have not received it. So who should I ask for? Doesn't seem to matter who I speak to and having to give my info to phone message and then again to person is overkill. Never been so disgusted with a company in all my life especially one dealing with your life.

Prescriptions information is incorrect more often than not. They quote incorrect prices, change prices within minutes, cancel orders without notification, and send incorrect drugs, often. Most of staff are not capable, my opinion.

I attempted on 4 different occasions February 4th, 2015 online and via telephone to place a refill order of my prescriptions. Their online system was unusable due to change in security application. My account was frozen 4 separate times and efforts to use my online account was fruitless. I then resorted to calling my renewal in. I was put in the queue to speak to an assistant twice. After waiting 45 minutes a live person apologized for the wait and then proceeded to take my order. When I requested my order to be shipped to my vacation address which they had on file, I was told to hold. And after 15 minutes the agent came back on line to tell me there would be a little delay and to hold. I asked what the delay was and she advised me that she needed to get assistance from her supervisor. When I asked how long I would be holding she told me 10 or more minutes maybe. I requested she call me back when she had the supervisor completed the change request.

After several delays in the authorization of my medication they shipped my medication 2 days later than that had agreed to. When I received my medication, which has to be injected, they did not provide the pen that I need to inject it. I called to ask about my shipment and they transferred me to the resolution department which was too busy to answer. After waiting two hours I called back and was told it was being shipped and it would take three to five business days. I said that was not soon enough and they transferred me again. I was then told that they don't carry the pen necessary to use my medication and that I have to call the manufacturer of the medication. The number they gave me was incorrect. It seems they could have informed me of this when the medication was orders. Both times I agreed to take the survey at the end of the call. Both times, when I rated the a five, the worst possible, they asked me to repeat the rating three times and finally said they could not completed the call.

Hi. I just want to start by saying that I have worked at OptumRx (Prescription Solutions) for a while now and am genuinely concerned about the treatment you have been receiving. I worked for some years in CA before moving to another department. Cs has always been very near and dear to my heart. I am appalled at the treatment some of you received. I am not writing this at the request of the company and please keep in mind that my views do not reflect the company’s position at all and are my opinions entirely. I want to help make some things simpler for you while navigating through the system when contacting OptumRx.

I have spoken with their reps and have gotten nowhere. Keep telling me to try again in fifteen minutes. I try again and again... Then it says I am locked out. Try to contact Optum again and they tell me They are having a problem - to try again later. I have waited and tried now for two weeks. I feel that I have waited for this "paid for Service" long enough. ANGRY!!!!!

I have used this company since 2009 for Medicare part D prescription service. Always receive courteous, quick, accurate service.

My eye dr prescribed eye drops and sent the Rx to optum Rx. They processed the the Rx and sent it out. When they sent it out I received no bill. Just all the usual stuff. Inventory of my prescriptions, drug info, etc. so I thought great it must be covered because it was a name brand Bausch and Lomb lotemax 15 ml. My husband was looking at our credit card bill on the Internet. Noticed that there was a $145.00. Called Optumrx asked what it was. Eye drops. What! Yeah $500.00 was charged to my insurance co. And our co-pay came to $145.00 Based on a tier program. I am upset because I have had this type of prescription before but in generic form and I never received a $144.00 bill before this was sent out so I could be informed of the cost and make the choice if I wanted it. Now I can't return it. Walmart off the internet was $190.00. I also feel they are ripping off our insurance companies.

Last Oct 2014, I was able to order all my prescriptions and for first time it went very well. Today, I had to re-sign-in and start all over again, and the sign-in process refused my sign-in info. Then required to make a new sign-in information which was promptly refused. Thus this note. Why can't this company stick to one method of signing into my account? It has always been difficult to get my prescriptions until this past October. Thank you.

I got a prescription for ** 90 day supply. I pay 45 co-pay per month. They gave me the invoice saying it would be a co-pay of 124.00 for all 3 months. I paid but my insurance wasn't billed. They sent me 1 month supply and said sorry that's it. They said it's what my insurance requires. ** I looked and my insurance wasn't billed and they refuse to correct it, give money back, do a return to sender....nothing! I'm stuck with a 124.00 loss. I asked for a supervisor to look - it's in black and white! She said someone will call me no matter how much I kicked and scream. No one called. It's been 2 months. Funny, I look back at it and they completely changed the invoice from 3 months 124.00 to 1 month 124.00.

I started using OptimumRx in November 2014 and had no problems. However when I submitted my December prescriptions they are Controls - they wouldn't fill them. They said there was a new law in January 2015 that my doctor should have known that you cannot fill a pain medicine without having a long-acting and short-acting. First of all I already had a long-acting and short-acting and the "law" is not a law but their "law", which they had to admit to me as I told them I work pharmacy and I knew there was no such law.

Complaints do not work. AARP needs a new pharmacy.

Lost Rx called in by Dr. Incorrect information on refills. No corporate phone numbers listed. Just like all the other complaints filed, this company is the worst ever!

I have been required to order from OptumRx by United Healthcare Medicare pharmacy policy. OptumRx is the WORST mail in pharmacy I have dealt with as a client AND a physician. I have had every three month prescription orders and refills since Oct 2013. I have not had one order that has gone without problems. Be aware, the customer service agents that clients talk to do not have access to all of the prescriptions or information about a client. I am not sure if they are consciously lying or the system is so incompetent, but it is futile to call and try to figure out why orders are incorrect.

How DARE these people, I'm being HARASSED!! Since Nov. 16, 2014, I've been put through the most needless WORRY over this prior authorization, **! They LOST my doctor's 1st deposition then made 2 requests for the same medicine which cancelled out his 1st deposition - THEIR FAULT!! Then they LOST the 2nd one, after my doctor made repeated attempts as well as myself (so many I lost count). After demanding to talk to a supervisor repeatedly, finally I got a super to look at my case. He stated "I'm so SORRY" SO many times seeing my problems. That he said "I'm going to do everything I can to wake someone up around here". I fell off a CRANE 55 feet, I should be dead, but The LORD above keeps me here.

I received the first prescription without problems. The problems have started when I tried to order the refill. First problem the price: CANDESARTAN/HCTZ TB 16/12.5 90 tablets first order $101.85, refill $180! Second problem (the biggest one): I'm not able to order the refill. I tried 4-5 times in a couple of month, at all the try the order has been accepted but after few days the order has been cancelled for "drugs shortage". I have called the customer service at least three times and every times they told me the problem has been solved and the order has been placed again. After few days the order has been cancelled again and now I have no more tablets!!

I have been taking a medication for over about 2 years. I have been with the same employer for 12 years and have had the same insurance for that same period. 3 years ago my company switched to OptumRX to manage the prescription portion of the insurance. The transition was horrible. That brings me to today. As I stated earlier I have been taking medication for about two years. The medication required a prior authorization which I received in 2013 and the prior authorization was good for 10 years. I took my prescription to my local pharmacy for a refill. The pharmacy calls me and says there is a problem with my insurance. I call OptumRX and they tell me I need a new prior authorization because I switched insurance. I explained that I had not switched insurance and that it was the same for the past twelve years only more expensive.

Wish there was a lower score than one star... OptumRx received our Rx via overnight delivery. It took three days after delivery for them to acknowledge receipt. They promised overnight service (for extra $) and said it would be shipped the following day. Three days later I called and they said they were trying to contact the Doctor because there was something written on the Rx they did not understand. I made sure they spoke the Doctor that day and was again promised it would be shipped the following day.

My doctor prescribed Reclast for my osteoporosis because I had gastric bypass surgery and could not take the pills for my condition. He had ordered & prior approval done on 10/20/2014, now finally they are suppose to ship over night to me 01/15/2015! Maybe it will be here, but I won't bet my life on it!

I have had nothing but trouble with OptumRx since it's inception. They give you the option to order refills online, but then after placing an online order, you get a message that you need to call them. You call them and they don't know why you are calling. Even if you have a primary/default credit card established, they will call you asking which credit card to use---the answer is the one labeled "primary/default." Oh, OK... Duh. They will dump $11,000 worth of medicine at my front door, but require that I got to my "local" post office and sign for one that for a three month supply costs $5.32. Yes, $5.32 requires signature.

The bottom line is that they have no "service" and should have no customers. I have just been forced into using them. I knew nothing of them so I asked my Dr to send prescriptions to them. I expected that they would then be filled - wrong. I had to set up an online account and request them. In order to test this system, I ordered 2 items. Their system shows I ordered at least 3 items and maybe 10. When you talk to their customer service, you get no help. I have yet to receive anything, and have little hope. Monday, I think, I will ask the Dr to cancel the prescription orders and give me written orders that I can fill locally. Bad company, stay away!!

I contacted OptumRx regarding my Botox to ensure everything went smoothly as it was the beginning of the year. Injections are every three months and my neurology office sent everything in to OptumRx in the middle of December. Upon speaking to the representative, he explained they were waiting on United Healthcare to provide my covered benefits. This was on Tuesday and my appointment was on Friday. I helped to hurry things along by calling United Healthcare. We had a three-way call where the representative got very agitated and said that they are very backed up and couldn't guarantee that my Botox would arrive by Friday because they were still waiting for UHC to fax the benefits. The UHC representative let him know they hadn't got the request yet and told him I was covered. He said it had to be in writing and that it had to be faxed. So UHC representative asked if he could put an urgent on it. We hung up not knowing if it would get done. Then on Thursday, my neurologist office called to ask if I had heard from OptumRx and I told her the situation. The representative told her that they called me on Monday. They did no such thing.

Due to all of the negative reviews I was truly not looking forward to my employer changing our prescription insurance from Humana to OptumRX, even though Humana was horrible, but I have had nothing but a great response and outcomes from them. My husband had just been prescribed a medication, which according to the nurse, you typically had to get re-authorized every 6 months... his was written and the insurance does not require a re-authorization for 10 years. The costs on the prescriptions are also less expensive than our previous insurance carrier. We are one family that is happy with this insurance!

I used OptumRx for a while and had some frustrations with their website not always working correctly for mail-order. I tried to refill my prescription through their website, and encountered some issues putting the order through. I needed to update my credit card info, and every time I would submit it, the website just reloaded a blank form. So, I was unable to submit my credit card info and unable to place the order. I attempted this several times in multiple web browsers and continued having trouble. (I am a web designer and am very comfortable using computers, and I do not have this kind of trouble with other websites, so I know it wasn't me.)

It was time to renew a prescription for Metoprolol 50 mg. OptumRx quoted me $114.25 for 135 tabs. Costco quoted me $4.00 and that was without insurance that I have. I believe everyone should have a reasonable profit but this is ridiculous.

Requested refill of med (Pantoprazole) on OptumRx's website. Price paid previously was $6.80. Website showed current price of $6.80 (120 tabs). Happened to check credit card charges two days later and the amount was $64.07!! More than 9 times the amount shown on their website. After several conversations over the next 3 days (over 2 hours on the phone), their only excuse was they changed suppliers so the price went up. 900%? Really? FIVE days after I placed the order, the website still showed the price @ $6.80. FIVE DAYS!! How many others get caught up like this every day? Five minutes after the last of many conversations, I check the website and lo and behold, the price had changed. OPTUM C.Y.A.? That's like the gas pump showing $2/ gal so you fill up, then you go to pay and they charge you $18/gal!! Gotcha! Dealing with them has been very frustrating! CSRs that are clueless with no answers to your questions. Even just being flat out lied to. Seems like everytime I've had to deal with them, it's been a hassle. Very poor customer service! Do NOT trust the $ amount shown on the website! If you do, good luck!

I hate this company. I took a job with them till I could find another and ended up leaving one day. I wanted to go back to school because I didn't like being a accountant. They cured me of that. The people you speak with is contracted through West Corporation. The classes are a joke. You train for less than a month and maybe two days on their computer systems. The teacher pretty much just complained about her Medicare the whole month. We didn't learn anything about the drugs, Medicare billing or pretty much anything to do the job.

I had been filling a prescription at a dosage of 0.05 mg. After a checkup from my doctor, doctor recommended I try a higher dosage and warned me of possible side effects. After filling the prescription with OptumRx and trying it for the first time, I experienced painful side effects from the higher dosage. I called OptumRx and asked them if they could refill at the lower dosage of 0.05, NOT 0.075. The agent informed me she would have to call my doctor for authorization. I told the agent if there were any issues getting the lower dosage approved to contact me and no matter what, did NOT want the 0.075 mg dose refilled. She confirmed my order. Today I received delivery of a 3-month prescription of the 0.075 mg dosage at a cost to me of $70. I called customer service to explain the situation, to which they replied that the 0.075 mg was what the doctor authorized so they were not at fault and suggested I ask the doctor to refund my $70, since it was the doctor's fault, not theirs. Even after I explained my previous request to the order agent not to fill at that strength due to painful side effects, and that they should have called me, the customer service agent showed no concern for my situation.

It was time for my refill on my prescription, so I went online and went through the process of the refill order. A week later, I get a letter in the mail stating that my order was delayed and would be there in 7-10 days. Two weeks later, I still had not received my medicine. By this time, I have ran out. I called OptumRX and the representative said it never shipped for some reason. He promised to overnight the medicine the next day. Two days later, still no medicine. I tracked the ups confirmation number on the email for shipping and UPS said that a label had been created but the item was never shipped. When I called OptumRx, they said it had shipped. So I asked them to track it and they said that UPS was wrong. I asked why I hadn't received the package since it was supposed to be overnighted. They said I had to take it up with UPS. When I called UPS, they said that the package was never received by them. In the meantime, I'm without medicine for two weeks... So angry! I'll never use these fools ever again.

They keep calling even when I tell them I don't want to use their service. I have explained multiple times WHY I don't want to use their service. A week after receiving the last call from them I get a call from a doctor's office of mine asking about 2 prescriptions that OPTUMRX wants to fill. I don't use one of the prescriptions they were calling about and I told the OPTUMRX employee on the phone not a week earlier that I will not use their service. I called OPTUMRX and they were nasty to me on the phone and tried to tell me that there was no such order/prescription.

Worst online mail order company for prescriptions. Used to have Express Scripts and they were one class act. I've had drugs shipped to me that I no longer need. Their excuse: We're a new company and we have to work out our bugs. Then they shouldn't be sending out drugs to people. I'm a very savvy consumer fortunately. If I wasn't I might be using drugs that I don't need. Shame on them.

This medication was ordered by my physician's office. I wasn't aware of the mistake as it was electronically generated to OptumRx from the office. I did receive a call from OptumRx the following day stating I have a medication that will cost $320.90. Not telling me what it was. I assumed it was my Humalog KwikPen, as it is always high at the end of the year as I have met my doughnut hole with Medicare (due to the fact that OptumRx sends medication out way before you need them). I even called the very next day and they said it had been shipped already, Dec 10th. Well I received it today Dec 18th with no notification from them. I called Optum today and tried to get a return. Told them what happened, they really don't care told me I ordered it. NOT!! So now I'm stuck paying for a medication I don't take.

First time user of MAU pharmacy. I paid 3 copays. Twice for one medication, and once for a different medication. When the first two meds came in the mail, they were a 30 day supply and the bill was around $340. I thought that though a big bill that was for 3 months; and next month I would receive another 30 day supply of each of the two medications. When only one script was sent in mail the following month I was charged another copay of $175. I then find out doctor only wrote scripts for 30 day supply. Did not know cause I don't see the script. The doc faces it over to them. And OptumRx's copays are calculated for a 90 day supply. That is the only way to save money is by your doc writing a 90 day supply, like Optum's "script request form" boldly/blatantly states.

I needed a refill of the Levothyroxine 0.5 MG. I went online and realized that I didn't have remaining refills. I called 1-877-246-2970 to order the refill and asked the employee to contact the doctor for renewing the prescription. The employee told me that Optumrx would contact the doctor to ask for the renewal of prescription and after that it would be mailed to me. I received the mail on December 12, 2014. Inside the envelope was the Levothyroxine 0.05 MG and a refill of Premarin 0.3 MG, which I did not order. The bill includes the amount for this prescription too. I called the customer service to inform that I did not order the Premarin and asked the Optumrx employee to refund the money for it. The employee told me that they can't refund the amount for the Premarin because I ordered it online. I stated that I did no do it.

I've had to endure 3 years of OptumRx. I have to call on nearly every new script and every refill. The customer service is staffed by drones reading off a script and as near as I can tell are not capable of any independent thoughts. Optums tactic seems to be delay or deny! I'm giving one star because no stars isn't an option!

I, like many others, was more or less forced to use OptumRx for my Medicare meds. I order them online because this is their preferred method. I take six drugs for a heart condition and COPD. On 12/4 I received an e-mail from OptumRx advising me that it was time to place an order fro my 90 day supply. I logged on as usual and placed the order which they usually take payment from my debit card. After the order was completed, I checked to see the status. The total was $ 394.00. My exact order for September was $273.00.

I ordered Fenofibrate ($6) mid-August, as I have done for months. OptumRx shipped me Tricor ($193). Their excuse-"Someone" called them asking for Tricor. I send in my requests for Meds by computer, which goes through my Doctor to Optum, i.e. I DO NOT CALL. After talking to 7 different Optum representatives, over a period of last two months it is obvious they are not going to correct their mistake. Only 1 of those ever returned a call to me as they promised to do.

I have been using ORx for a few years now unfortunately not by my choice. I have dealt with them more about screwing up on every time I go back to see my DR with a new script. It usually takes 4-5 weeks before I get lucky and actually receive the meds in the mail. You would think this time and age in 2014 a company could work out the bugs and work more efficiently but it still surprises me that ORX is still the same business. I got to the point and fight to get where I didn't have to use them and offered to pay cash for it in the pharmacy in town but of course it couldn't be that easy and the answer was "NO". It is like being in a bad dream every time I have to dial for customer service. I get to the point where I just throw up my arms and give up. I go months without meds due to their inability. I hope by reading this post it will save someone a stress induced coma....

I am faced with a most incredible situation with a pharmacy I was willing to pay cash for... I spoke to one of the supervisors last week by the name of Stephanie (I left a message for her this evening but was unable to reach her). We agreed that I would return a misdelivered prescription and that the correct prescription would be filled.

I paid $225 in advance for a prescription that NEVER arrived. Never pay OptumRX in advance or you could wind up like me. The company is not willing to meet me halfway. I'm not sure if they ever mailed my meds in the first place, what I do know is that I am out $225 and have no medication.

My doctor has Faxed prescriptions to OptumRx and after waiting weeks I call only to be told they haven't received the prescription. The most recent episode was in October 2014 when two prescriptions were Faxed: one was received - the other which happened to be a controlled substance wasn't. My doctor's office Faxed another prescription - again OptumRx claimed it was never received. Finally my doctor's office called OptumRx and told them a Faxed prescription was on its way and waited to be told it was received. Finally my prescription is on it's way. This has happened a number of times when dealing with a controlled substance and I am not referring to a Narcotic. Makes me wonder what happens to those prescriptions that were sent? I have complained to United Healthcare who took the complaints; however, nothing happens, they keep on using OptumRx. This mail order pharmacy should be avoided at all costs. I will change my prescription plan as soon as I can and dump OptumRx.

I suffer from a rotator cuff tear and have been in need of surgery for over a year. I have been forced to postpone surgery because I would lose the ability to use my right arm for 6 weeks and I have been rehabbing my house. My surgeon has been filling a hydrocodone script for the lowest dosage- ONE PILL DAILY. I visited my dentist recently who showed me that I was on a list, warning doctors that I have filled 4 or more scripts of narcotics. This list was complied and distributed by OptumRx even though I went to Walgreens. Nothing like being on a list of drug abusers for taking the lowest dosage available. Just wanted folks to know how they might be mislabeled.

I was informed by my local pharmacy that they could no longer fill my prescription because OptumRX wants me to fill my prescription by mail order. I had to waste my valuable time, get through their telephone hell system and and opt out my entire family. If they want to promote their mail order service then do it through traditional mean. You don't do it by DENYING someone medication to someone who has paid their premium on time for years. The practice should be OUTLAWED.

Through my Dr's office a request for injections for my knee (Supartz Injection) was submitted to OptumRX in early October, around the 10th....to date I can't get any information on this request. I have placed calls to OptumRX requesting the status of this request and the answer is always the same..."we did not get the request in writing." I have been with my Dr's office which has been rate all 5s in their customer service has continued to be an advocate for me continuing to complete and submit the required forms OptumRX states they never received. I have call Untied Healthcare to request assistance but to date I have not received a resolution. This ridiculous!!! United Healthcare should be embarrassed to be associated with this company unless this is all a ploy of United Healthcare to save money by allowing a incompetent company such as OptumRX send their customers through this frustrating process to avoid a approval. Whatever the reason is for United Healthcare to allow OptumRX to handle THEIR CUSTOMERS in this manner is unacceptable! I am really considering changing insurance companies since it is open season.

At first they filled my eye drops correctly, (Brimonidine and Latanoprost) Used for glaucoma. Then out of the blue they started filling them incorrectly. Not enough to last the whole 3 months. I am a retired RN and know how to count drops per bottle and how long they should last. The doctor wrote out specifically the amount of bottles they were to send. They fill 2 bottles shy of what is needed. I have had to call them and email them and resend the prescription to them over and over. They would correct it finally, except for this last time. I am still dealing with them regarding the correct amount of Latanoprost they should have sent. I hate they are the providers of the insurance we have to use. They genuinely do not care. It helps to vent and hopefully if enough people complain they will clean up their act.

Medicare has a top limit for the year. When the year starts I know I'll be okay. One prescription went from (rounded) $250 to 980 in one month. One $11 now $90 and one 165 now 695 retail prices. These are what put you into the gap. I called OptumRX and was told they are not responsible. It is their responsibility to go out and find the best prices for their customers. Great to pay low copay, but that doesn't help rest of year. I tried to call and know it's just a call center, no one of any authority to speak with. Not good to deal with.

I just got off the phone with a representative and learned that OptumRx is using strong-armed marketing tactics to trick patients into believing they need to use OptumRx or their costs will increase. Further, they are automatically enrolling patients, requiring the patient to call OptumRx to "disenroll." I learned that I will pay the same amount at Walgreens as I always did, with the same co-pays, now that I've disenrolled. Further, I was sent a prescription I never ordered, and then billed.

I was recently notified by OptumRx that I had reached the "donut hole" because my prescription expenses (my copays and insurance payments combined) had reached the magical dollar amount of $2,850. At the same time I discovered that OptumRx would charge me $225 for a three month supply of brand name ** because they do not contract with the manufacturer of the generic. I checked the prescription comparison site (GoodRx.com) and discovered that it was cheaper to buy my prescription (generic available) at Ralph's pharmacy ($22.30/mo. $66.90/3 mos.). Going back over my OptumRx charges, I see that I frequently could have paid lower amounts at Ralph's -- and thus not have reached my "donut hole" max so quickly. United Health Care implies that you will save money by using their OptumRx mail-in service, but this is not true. This is at best misleading. Compare prices before you use OptumRx!

Very sad that OptumRX finds that my Bank Account belongs to them. Because they have my debit card number doesn't give them the right to just charge my account for medicine without my authorization. OptumRX need to let customer know when they are going to charge them for prescription & how much that charge is going to be then get the customer approval. I will no longer use your services and I will let United healthcare know of my feeling. This is after six years of dealing with OptumRX.

OptumRX charged me three times for shipping one medication. They acknowledged the error, but when I asked how quickly they would refund the $175 they overcharged (as this came out of my checking account), they stated I'd need to wait four weeks! Four weeks? This is simply unacceptable. I've had nothing but problems with ordering medication from this company, and this was my first order. Their website is also terrible and glitchy. No one is doing the right thing here to resolve this. STAY AWAY from this company. Express Scripts was so much better, in terms of an online pharmacy. United Healthcare, you should be ASHAMED to be affiliated with OptumRX.

This is my letter that is going to their main office detailing why I will not be using their services anymore: I have been a customer of OptumRX for approximately a year now. I am writing to you today to inform you that I will no longer use your services because I have encountered nothing but problems in my time with you. As you are aware taking prescription medications exactly as prescribed and getting them in a timely manner is extremely important. Your service is making that nearly impossible for me. For the second time now, I have ordered a refill of my prescription, and even though I have a prior authorization on file for my dosage, my refill has been denied.

In various instances, OptumRx has acknowledged it has received my prescriptions and no action has been taken. Two are for chronic conditions and I've had to stop taking them due to repeated mistakes they have made. After various calls from both my physician and myself they finally authorized them. Understand that certain medications require pre-authorization but they make it almost nearly impossible to get them and place many barriers. Reps are attentive but they do not seem knowledgeable nor able to help customers. I've dealt with many specialty pharma companies before and have never experienced this level of frustration. Because of them, I have to stop taking my medications. This is unacceptable and places patient health at risk.

Trying to fill a prescription for Concerta. They tried calling me to verify address and called an invalid phone number that I never gave them. Weeks later upon follow-up, I find out they've cancelled the order. I then re-validate the prescription and clarify the phone number. Weeks later with no prescription, I call again. "Oh sorry, the prescription expired". Why didn't you call me? "Sorry!" They are complete and utter buffoons.

I received a refill from Optum rx and again it was from another pharmaceutical company than the one before this one. It is different, yet the same medication. Optum rx goes to the cheapest manufacturer every time they refill my medications. I now get 2 medications name brand only and pay a considerable difference ($100.00 co-pay). How do they get away with this? MEDCO never did this. They get their medications from all over the world - Turkey was a good one - right!! Watch the news and see what country your medication is coming from. The prior medication I received from OptumRx was from the manufacturer Mallinckrodt Pharmaceuticals (Ireland) and the second refill came from Core Pharma in New Jersey. The current one I am experiencing ringing in the ear which has never happened with the prior medication from Mallinckrodt. Bottom line, OptumRx is all about money, where can they get the cheapest medications. Horrible company, they shouldn't be in the pharmaceutical business. If you can afford it, purchase only name brand through this horrible company. Report them or your inferior medication to the FDA. I will!

This company is responsible for people's medications so their complete incompetence and horrible customer service is extremely concerning. I called to check on my order on a Thursday and they told me my medicine would arrive on a Friday after I agreed to pay overnight charges. It is now Monday and it has still not arrived. I called on Friday when it didn't arrive and again on Sat. with each day them telling me NOW it would really ship overnight. Finally a rep admitted the order didn't go through as it should have on Friday or Saturday but she would not tell me why or give me any explanation. I asked to speak to a supervisor and was told none were available. Hard to believe. So they told me someone would call me back in 24 hours. NO one was ever called me back.

My Dr. changed my medications on Sept. 5, 2014 and sent them into Optumrx where I usually get my meds. I wanted to try a 1 month dose first to see if I would have any reaction to it so I asked for a 1 month supply first at my CVS pharmacy. Upon finding out it cost $95 at my local drugstore I called OptumRX to see what they charge for a 3 month mail order supply. They quoted me $250. Still way too high for my budget, so I told them Not to fill my prescriptions unless they heard from me first. On Sept. 29 they charged my debit card for $250 and sent me a 3 month supply of Tradjenta. As soon as I received it I called to complain that I specifically asked NOT to send it. They said they would sent a pickup tag so I could send the meds back and I would receive a full refund.

When I reorder a prescription and after it does not arrive in the mail, I look online and invariably it is "On Hold". When I phone them, they say they have requested additional information from my doctor. Every time this has happened and I phone my doctor, the doctor says they have not heard from them. They continually mail and use pop up messages to tell me to set up prescriptions on their mail order system. If a prescription is taken for a short one-time condition or event, why would I need an annual supply of it? Last week I received a threatening letter that if I would not use their mail order system for the above type of medications, I would have to pay more for them.

I worked for them for 9 mo, was a top agent. Entire time, OptumRx mgmt did not care if mbrs problems were being handled timely or correctly, just get off the call in 500 seconds....Really? When I told my supervisor, I thought more important to make sure all done right, I was told (Verbatim)..."Think of it this way, they're retired, they're old and they have nothing better to do than call over & over". I was disgusted. When I told my very active 78 yr old mother, she wanted to go hit someone. Hence, why they & OptumRx lost one of their CSR's to CVS/Caremark (SilverScript). A 5 star company, who says you stay on the phone until it's done & done right...With 5 star service! Apples & Oranges....Optum's Apples are rotting @ the bottom of the barrel, while CVS Caremark's oranges are glistening ripe @ the top!

OptumRx received from me two new original prescriptions attached to a completed "New Prescription Mail-In Order Form" on September 26. I received two robo-calls in the next two days, stating that the prescriptions had been received. When I called on October 13 to ask for tracking number because I had not received my drugs, it was discovered that these prescriptions had never been filled.

I am responsible for my elderly uncle's medications; I do this from a distance of about 200 miles and travel to set up meds and check on his welfare every 2 - 3 weeks. I attempted to refill his medications, 2 of which involve heart medications, with weeks before they ran out. I have made multiple calls; OPTUM made commitments to get those medications to his home by certain dates and did not deliver those. I am still waiting for the medications and he has few doses remaining. I have attempted to get them to understand the urgency; they do not. I consider this inexcusable.

This is a long story. I was sent Crestor by OptumRx. I didn't order it, but I guess my doctor ordered it in spite of my allergy to this med. I received all of my other meds about two weeks ago, but just received the Crestor two days ago. The doctor gave me 7 weeks of samples since I am in the donut hole. Today, I received a letter regarding the drug (after it had already been sent) regarding my phone number and address. Well two days ago after I received the meds, I called Optum and the girl said her supervisor would call and send me a box to return the medicine since I did not open it. It is still sealed in the bottle. Of course, she didn't call, so I called again today and the girl said I would have to pay for it.

I have been on testosterone replacement therapy for several years since dangerous side effects first presented themselves. I changed jobs a few months ago, and after re-obtaining health coverage, went to my new doctor. I had a 90 day supply of my old prescription to cover the lapse in coverage. My new PCP tried to get prior authorization for Testim, which was denied. OptumRx wants to see two lab results confirming REALLY LOW testosterone levels prior to authorizing the prescription. So, in essence, I have to let my health go downhill in order for OptumRx to provide the coverage I am paying them for. I have been very careful with maintaining healthy T-levels since the (very scary) initial symptoms, and really do not care to repeat the experience. But that's exactly what OptumRx wants me to experience again, prior to granting their approval.

I ordered a refill, then found on bank account on-line I was double charged. Called service reps twice, they could not get double charge off my credit card, then I called Jonnie in administration. She tried to get double charge off but failed. After 4 days still a double charge so I have notified my bank to stop payment on second charge. Next step is to get my credit card removed from acct and close acct and get prescriptions from Walmart. Never use these people again. Their accounting dept is out of control!!

Doc took me off xarelto earlier this year due to bleeding. I had just refilled it and was left holding the bag for $400 in meds I can't use. So about two months later I call to refill my crestor and at the time I informed them I am no longer taking xarelto so please take it off my meds list...so sure enough they send my crestor AND a new refill of xarelto. After many frustrating calls to optum and UHC it is still unresolved...Optum is very dug in so I am just not paying the CC charges and will see what will happen....Never ordered or authorized the refill so we shall see what happens.

Run, don't walk. Recently had a problem with an order. It was a website ordering issue, not a fulfillment issue. I'll spare you the details, but the bottom line was this: Once the order (erroneously) entered the system, you're screwed. It was the front end of the order process came from Planet Mars, and they would take no responsibility.

Was told my health insurance company United Healthcare signed me up and owns the mail order pharmacy. I had to call to disenroll. I went to pick up my prescriptions and had to pay out of my pocket for them, the insurance company turned them down. I called back and this time they disenrolled me. I am on thyroid meds and they have had to change my strength every month for the past three months. There is no way I could do mail order. I am told I will be signed up every year and will have to call to disenroll every year. What is the deal?

Horrible company - complete joke - incapable of running this business. Orders placed for insulin as part of the mail order request placed every 90 days. Order is held b/c they say there is a $25 balance due on my account. No notice of balance was send to me nor is there any info online. Representative now says they don't see balance and will replace the order but the balance comes back and order is held up again. It takes 9 mins of keypunching and menu selection to get to speak to a person and then you have to give the person the same info again. They put phantom charges on your bill and can't explain it. They say the only way I can place a new order for insulin is if I pay the balance but they can't tell me the balance. When I complain they give me a different number to call which turns out to be a fax line. This company is a joke and shouldn't be allowed to continue business. They are like those silly TV commercials with bad customer service.

Totally suck. Deny your scripts at retail locations, force you into 90 day prescriptions, then they play the "oops we lost them" and denial game. Customer Service is the WORST... When you get them on the phone, the Reps can't even "find" the orders, even as you're logged in to their site - look at the order yourself!!! There is something going on... They are stealing our money folks. STEALING.

This mail order pharmacy is the worst of the worst. I absolutely, positively wouldn't use them if I wasn't forced to by my health insurance. I am on multiple long term medications and have run out several times because they "never receive them". They want my doctor to switch me to cheaper medications WHICH I'VE ALREADY TRIED AND THEY DO NOT WORK FOR ME... Once ok it happens but all the time? Really? They suck... BAD. Not only that but for the expensive medications they give me the run around and harass my doctor for paperwork and more paperwork. I am on the phone with them constantly and they are very rude and unprofessional. Bottom line - OptumRx sucks and so does United Healthcare. I wouldn't have even give them one star but the review wouldn't let me.

I just got off of my fourth phone call with OptumRx trying to fill a post-op prescription for Fluticasone (Flonase) that was originally sent in on July 14th. It is now September 22nd and I have still not received my medication. Optum Rx cancels my order every single time my doctor sends it in without any explanation. The first time I called, the lady I spoke with said the order was "on hold" but they weren't sure why. The customer service rep called the pharmacy and said she got the order released. She said she put a rush on it and that I would have it within 7-10 days. Well, 10 days go by and no medication so I called customer service again on September 18. First, the lady I spoke with said the order had shipped. When I asked when I could expect to receive it, she put me on hold. After waiting on hold for 20+ minutes, she came back on the line to tell me the order had been cancelled but she couldn't say why.

I feel like this is a little bit of piling on, as all of their reviews are angry, but this company deserves piling on. My insurance company told me that I couldn't get Lyrica from my pharmacy. My options were to get the generic version (Gabapentin) from the pharmacy or Lyrica from mail order. My doctor told me that the generic caused drowsiness, so I went with mail order.

I registered with OptumRX in June, 2014. I obtained all my prescriptions as requested with three renewals (good for 1 yr). The pills were sent out the next day and I could not have been more pleased. I registered for their automatic renewal program. September 3, 2014, no meds delivered. I called on the 3rd and was told they had no record of the automatic renewal. I ordered the meds again. On the 8th, still no meds. I called and was told that they were holding the order because an over the counter med was conflicting with Plavix. I wasn't even taking Plavix. At this point, I told them I was totally out of meds. They said they would overnight the order.

My mother is prescribed Lorazepam. This is a drug that produces withdrawal symptoms that are considered to be worse (more dangerous) than opiate withdrawals. We ordered a pair of prescriptions from these people, reconsidered, and then canceled one of them, but specified that we still wanted the lorazepam. The customer service rep killed both of them anyway. After waiting a week, and mom running out of pills, we called on Friday, 9/12/14, to ask where the prescription was. We were then informed that it had been accidentally canceled.

OptumRx billed 90 Pravastatin 20mg at $68.18 (/3=$22.73) - previous 30 pills were $16.65 (x3=$49.95) - after many explanations with no regard of basic intelligence, they told me the price went up, but my local drug store refuted this. Screwed!

I contacted my pharmacy about a script my Dr. sent them. I have been with this pharmacy for several years and had my insurance through UHC for going on 3 years now. My pharmacist informed me that he could not refill my script because the 90 day was declined by the insurance company. He said he could fill it for 30 only and suggested I contact my insurance. I contacted my HR and this is what I got.

I started Aug. 1 to get my medications refilled that needed a Dr. script. I told OptumRx what I needed & they said they would fax the dr. I waited a couple weeks and called Optum. They said they never got an ans from dr. Called dr who had not got fax. So dr's nurse called to ok meds. I checked a week later - no one knew anything. Then Optum said they had the wrong fax number for dr. However I ordered some other drugs that needed an ok and got the drugs in less than a week. Wrong fax#??? I went to the dr yesterday and nurse said it was straightened out. But got an email today that there was a delay. Something wrong with script. They had faxed the dr. Called dr - they never got fax but nurse is a friend and she said she would fix it. They had Not got fax. This medicine is diabetic meds, Bp meds and acid reflux meds. I have not had these for a month. I am furious with OptumRx. I cannot use a local pharmacy because we have NO local pharmacy. Closest pharmacy Is 80 miles away.

This place requests endless authorizations; all of them require the same info over and over again: your name, DOB, address, zip code, phone number... I think that's about it. But the same thing each time they decide to do this. This causes delays in delivering medications. I've ordered 2 meds for 90 days, guess what, they have been broken into numerous shipments, each one needs a verification. I just don't get it. Next time will go straight to a brick and mortar pharmacy. This place is a joke!

I have had nothing but problems since day one with OptumRX. When they say you'll have your meds in a week or 10 days, they really mean two weeks or so. My dr. even faxed a list of my meds to them 2 weeks ago, and I still haven't got them. We all would be better off if we all dealt with someone else.

This place throws up intentional roadblocks in an effort to delay Rx refills or new Rx's. They input wrong data from the doctor's Rx, request endless prior authorizations, always have an excuse (lies) to explain their delays, and do not care. They always seem to create an excuse to NOT serve you as the client in a fair, accurate, and timely manner. Rules seem to change arbitrarily even during a phone call versus what was said at the start of the call. I have spent hours trying to get them to act professionally and reasonably but this seems impossible with the people on the phones and the pharmacists who substitute arbitrary judgment not found in the rules for the good judgment of the prescribing physician. It's like dealing with the DMV staffed by people who were not good enough to work at the post office -- they are THAT bad. UnitedHealthcare, what are you doing to us by having these people in control of your mail order pharmacy??? Do you not care about YOUR reputation? When OptumRx screws up, that means UnitedHealthcare screws up. HELP!!!!

Last prescription was sent to an old out of state address. Call to OptumRx was little help. They gave me the USPS tracking number and I had to contact the Post Office to arrange for the order to be sent to me in Florida from Pennsylvania.

I received a letter stating what I understood to say, and so did my co-workers, if we did not do mail order United Health Care would not pay for our medication anymore. So, I go online and change two of mine to mail order. That started the phone calls. 7 to be exact. All for a different reason. Now at the local drug store one of meds were at no charge and have been for over a year. The 7th call from OptumRx was that they needed a credit card to pay 37.00 for that same drug so they could ship it. When 2 day earlier a supervisor told me that the drugs have shipped on 8/14. Sorry they said, that is the cost. I told them no way in hell I was paying them 37.00 for something that I can get free right here. I knew I wasn't going to trust them with a credit card for sure.

I have been a chronic pain patient since 2004. I had my first back surgery lumbar fusion with screws in my back in 2008. I have been on every pain meds you could think of. Moved back to Orlando, FL and was put on ** 30 mg and ** tabs 750. Stopped those and then I had another back surgery. L3 was shaved with a torn nerve. I was put on ** patches 75 mg every 72 hrs, for ER had bad reaction, burnt my skin. So I had my Dr change them. He put me on ** 60 mg ER 54 a month and ** 30 mg 140 a month. Then OptumRx sends my Dr saying he has to change my IR the ** 30 mg to 84. And now a few months later getting ready for my 3rd back surgery because the surgeon says that my whole spine needs to be stabilized because after my 2nd back 6 wks into healing, I was rear-ended and it messed the 2nd surgery up. But now they are requesting that he lowers my ** IR to 20 mg and 2 a day and they say they are following the rules of the Florida laws well.

My experience is pretty consistent with the others who have posted. Apparently, OptumRX is NOT a prescription fulfillment service but rather an pharmaceutical trading operation. What they do is take an order and then go out on the market and try to obtain the best price so that they can fulfill the order and capture some margin. If they can't make money, they don't fulfill. They hold the customer at bay while they do this which is why you hear all the delay excuses. Lesson learned: If you are going to do business with someone, try to understand their business model.

The answering robot is redundant and annoying. Asking for an agent is like asking for the moon. I stayed online waiting for more than 5 minutes and was then switched to the survey without speaking to an agent. I called back and this time got to an agent I could not understand. Then she said I could not have the refill because the doctor had sent an electronic signature and those are unacceptable. If this was the first bad experience I've had, I would ignore it but this happens over and over.

Does anyone think perhaps they are trying to kill us so they won't have to pay for our prescriptions anymore?? My husband decided to try the mail order service, and we needed to get his prescriptions filled quickly since he is a diabetic. Therefore, we decided to opt for the 2nd day shipping. That was close to two weeks ago. Since it was taking so long, he called OptumRx to cancel his order so we could fill it at our local pharmacy. They gave him such a hard time that he decided to just disenroll from it. He was able to fill the prescription at the pharmacy, but lo and behold, the prescription arrived today and, all of a sudden, there is tracking information for the shipment that there hadn't been until it was delivered. That, in and of itself, is shady. In addition, they keep charging my card even though we disenrolled with them. They are the worst I have ever seen!!

Our health plan forces me to go thru OptumRx for all maintenance medicine. They screw up all the time!! What one person tells you from OptumRx is 100% different than what someone says and you never get an answer. You order medicine in 3-month supplies and then are asked to order when you have a month left. The reason they do this is because they WILL screw up the order and not get it out so if you give them a month and a few calls, you MAY get it on time. This has happened not once or twice but at least 7 or 8 times. They know they have you and just don't give a damn. They are the WORST RX company I have ever had the unfortunate pleasure of dealing with. I have had to pay full price for meds at my local pharmacy because of their errors. They admit to the errors after hours on the phone and claim to reimburse you the extra. It never happened and when you call about it, they are sorry about the incorrect information someone gave you. I hate them!!!

I'm so upset... I was crying all day yesterday, and all day today. I'm on the medication Dilaudid 8mg. I have been getting this medication for 7 months through RX care. But.... some genius at Optum RX decided to deny my RX, and fax a recommendation to my doctors office stating that I MUST change my therapy in order for Optum RX to dispense the medication. Of Course... my doctor's office wanted to continue same treatment, and optum rx refused to fill medication. Keep in mind... they have been filling the medication for (7) months. Thanks OPTUM RX for caring about your patients. Been without medication for 10 days now.

The most trouble with a company I have ever had. When I ordered a refill it was approved and billed on my credit card. Checked to see when I was going to get it and was told it wasn't even processed yet. I am out of this medicine and it is not even sent. Talked to 2 supervisors and I may as well have talked to the wall, completely useless. My wife also has had nothing but headaches with this Rx company.

Have had many problems but it doesn't matter if you talk to a supervisor - for UHC or Optum, none of them can do anything. Optum and UHC, both are nothing but rip offs! UHC was a good insurance but since they now are Optum... NOPE! I can't wait to get rid of both.

Received a letter stating that I required a signed Doctor's letter and lab results to continue a medication that I had been on for a year. Completed the request as instructed and faxed to the number provided. Customer service rep. said that it would take 48 hours to process. Instructions contained wrong telephone and when I called they added a required form to be sent by my Dr., which was not mentioned in their letter. No supervisor was available. They could not transfer me to United Health Care... They basically could not do anything. THIS IS A SCAM... THEY SIMPLY DO NOT WANT TO COVER THE COST OF THE MEDICATION.

What A company. It must be run by former civil servants. To start with, A couple of years ago, I ordered 30 Actos for diabetes (very expensive to someone in my s.s. income bracket). They sent me Pioglitazone, the generic of Actos. No big deal. A couple of weeks later, they called me up to say that they had made A mistake and they would send me the Actos and an envelope to send back the balance of the Pioglitazone. Done, except they sent me 90 instead of 30. Once again their mistake. I assumed that the difference was because of their error. Even 30 last me A long time because at the cost, I only take one when my blood sugar level got quite high.

I commenced taking a prescribed medication known to me as digoxin (generic digox) in 2000 and I have been taking this drug for over 14 years. On or about June 2, 2014, I called my doctor's office and asked that the prescription be renewed. This is an ordinary request and is usually done within 8 hours and seldom later than 24 hours. I went to my pharmacy and was told that my insurance would not pay this time. They said something about "prior authorization required by your insurance company." At this time I had only 2 pills left and I believe this is a very important, if not the most important, of the drugs I take for my heart condition (I have atrial fibrillation).

Doctor placed an order for Eliquis July 22, 2014 for my husband Francis ** With Optum RX. Order was approved by K. **. The order was not filled/sent to the patient. Website shows Credit Card not available. I called and was told Doctor's office did not call Optum to send medication to patient. Doctor placed an order for the patient, which should be filled and sent to patient. Why would the doctor place an order that would not be filled and sent to the patient? That makes absolutely no sense.

"The dog ate my homework" isn't an excuse most businesses would think of using. But OptumRx seems completely comfortable doing so - over and over. I placed an order for two drugs. There was no word seven days after my initial call, so I followed up: "Our credit card authorization line was down so we couldn't charge your credit card." A few days later, I called: "We never received the prescriptions from your doctor," they said. No further word after a few days, so I called just to make sure the drugs had been shipped: "We weren't sure of the mailing address," they remarked. They didn't seem to be giggling, but how could they avoid it? I asked whether there was anything standing in the way of the drugs being shipped and was told "no." But just to be sure, I called two days later, and was told "Oh we're glad you called. One of the drugs can't be refilled for another few days." Seventeen days and six phone calls have gotten me to a promise of delivery. We'll see whether it happens. This would all be funny if it were funny. This company simply can't get out of its own way.

I have dealt with this company for 15 months. I have not had one single transaction that went smoothly. Most have been horrible! Ex. Overcharges, double charges, failure to keep commitments, failure to send rx's timely, untrained reps. NEVER a supervisor available, requested callbacks not done, etc. etc. Angry and frustrated don't even begin to describe how I feel about OptumRx! Apparently United Health Care doesn't care because this is the only choice I have for mail order prescriptions!

OptumRx send prescription not ordered, charged to credit card on file without authorization. Called twice asking for return envelop to send back was told would send it. It's now 2 weeks later never received. Was told would consider reversing charge but wouldn't even consider until returned. 2nd time they did this. Last time I just kept the meds, never used. Rude supervisor. Told them would report to Board of Pharmacies and they said go ahead, we are on their speed dial, almost sounded like they were proud of that.

I have been a customer for 2 years at Optum RX and the customer service is horrible. I have had numerous problems with them delaying prescriptions that my life depends on taking and send the name brand at a huge cost to me. Stay away.

We give a United Health Care member a shot she needs. United Health doesn't pay us - they turn it over to OptumRx. THEY send a measly $13 check for a $55 shot AND send it with NO IDENTIFIERS whatever - here's a check. Good luck figuring out what patient it's for!!!! HATE this Company with a passion! Bottom line? YOU, the patient will pay US the $55 because we never posted a payment to your account.

Optum wrongfully charged me $134.39. I have been trying to get my money back for over a month now. I just keep getting different stories from them and a runaround. United Health Care was supposed to be helping me but they never called me back.

I was hired to work at OptumRX at the beginning of June, 2014. I went through thorough training, learned the programs, learned the Call Center protocol and was then put on the phone lines. One of the problems was the headsets which did not pick up the caller's voices clearly so I had to keep asking them to spell their names. The second problem was the scripting, which was sometimes illogical and was supposed to be read almost literally. I'm a friendly person, like to talk to my customers as if I were a human being so I did. One lady was apparently upset about an issue with OptumRX. Apparently, I did not know the answer to her questions and apparently, at that time there were no supervisors around to ask about the call so I referred her to Customer Service. Two weeks after that call I was fired. I was told that there had been a complaint against me. The complaint was that I had not handled the call myself and instead referred the woman to customer service. This is NOT a crime.

I have been left for 12 days waiting for my insulin to come. It was paid for 12 days ago and I have called 3 times and now I am being told another 2 days PROBABLY. My blood sugar is 650 and I will be calling 911 soon. I have been put on hold for 28 minutes twice. And now after requesting a manager, and being on hold another 30 minutes, they disconnected me.

I placed a phone refill order with OptumRx, since UH requires the mail order pharmacy to be used for any 90-day/long term medications. I hung up in mid-call because I realized I now have a secondary insurance through the state. However the order was processed and my cc charged for the copay. I have called OptumRx to process my secondary insurance which they refuse to do b/c it is not part of the UH groups. My secondary insurance does not reimburse and there are no claim forms I can fill out. So basically I'm screwed b/c I used OptumRx. I cannot use my secondary pharmacy as my primary. I cannot believe OptumRx is allowed to do this - not process a secondary insurance???

I hadn't used OptumRx for a few months. When one of my inhalers needed to be refilled, I went through OptumRx as I thought it might be cheaper than Walgreens. Well -- big mistake. My order was taken on June 27th. I requested at that time that I needed a rush delivery of the medication. I was told by the customer service advocate (who seemed to be new and wasn't particularly helpful) that I'd need to call back on the 28th and request that the order be placed on a rush basis (overnight) and there would be a $12.50 charge. I did just that and was assured that I would receive the order on Tuesday since items aren't shipped out on weekends. Nothing came Tuesday and today I received an email that the med was shipped out today -- Wednesday by regular shipment and that I could track the order through the USPS.

This company is unbearably confusing. Every customer representative I have spoken to over the past three weeks has given me different information regarding one of my prescriptions and some of them "couldn't find" one on my account at all, after I had been told by one of them a week earlier that it was being processed. After two weeks of me calling customer service and being given numerous updates on the status of my prescription, it still hasn't arrived. I was told it would take 10 days from the time they received it to when I would get it shipped, that should have been June 27th. When I didn't receive it I was told my customer service that it was shipped over night since I didn't get it when I should have.

My husband and I both have accounts with this horrible company. The nurse at my husband's Dr. office called because the pharmacist filled his prescription wrong!! He was supposed to receive 180 pills and only received 90!! They have tried every way possible not to send him his 90 pills that they owe him. Finally, the nurse talked to the pharmacist and he promised to overnight the meds and we were to receive them today. They never arrived!! None of the representatives that I talk to can find any information pertaining to this problem. No supervisor or pharmacist will come to the phone to speak to me!!! They just keep putting me on hold!!

Over the past few months (2-3) I have had more and more problems finding a pharmacy that had the BRAND medication that I am NOT ALLERGIC TO - and now I have learned that ALL of the pharmacies (Walgreens, Walmart, Kmart, CVS, etc) all order from the same manufacturer for each different illness/condition thanks to ObamaCare and their computers will NOT permit overrides or letters from Medical Providers. What is a patient/subscriber to do when the medication (pharmaceutical brand) does not work? What if you have a latex allergy and are forced to wear patches that have latex and use Neosporin all over your skin because your skin actually falls off and I have 3x3 areas every time I change my patch.

I set up a account with OptumRx but specifically told them NOT to fill any prescription they obtained from doctors until I called. But guess what? They went ahead and filled one. When asking why they did it, they said that I called and ordered it. I told them I did not. Sent me to a supervisor who said that she would look for the recording of me ordering and if in fact she could not find the recording, they would send a package to mail back with a refund. Guess what... They never called.

OptumRx has just refused to fill my latest prescriptions saying I have a past due balance of $40 from March of 2013. March 2013 was what, 5 refills ago. I asked the supervisor on the phone, if indeed I do owe a balance for the last 16 months then why hasn't OptumRx sent me a bill? His answer was because I hadn't requested they send me a bill (?!?!?!!!). "Sir," he says, "I'm trying to help you." I said, "Oh yeah, when are you shipping my medication?" "Not until you pay your past due bill," he says. So I said, "You're not trying to help me, you're trying to extort me."

My medicine is a specialty medicine that I can only order month by month. This makes it pretty important to order on time as not to miss a dose. Over and over I call to order my medicine. The customer service rep informs me that the order has been charged to my account. Then I receive the dreaded phone call or email that says your order has been delayed and will arrive in 7 to 10 business days. This is optumRX's way of saying you owe us money and we are not sending your medicine until you pay your bill. Unfortunately, I learned this hard way. Why would I know that when I already gave my credit card to their operator. There is no way to view your account balance online, there is no way to pay it online. You are held hostage to hoping, praying, and keeping your fingers crossed that the operator you talk to will charge your account and you will receive the medicine you need. Stop and ask yourself-why did optumrx have to change their name? The same reason all other companies have to. Poor reputation, worthless service, incompetent business practices. A company that makes you beg them to take their money and send you product? Surreal.

I have been registered online with Optum since their beginning. For some reason, my password was changed, and for over a week, and phone conversations and online attempts to change my password (they sent one temporary password which does not work), I am still locked out of my account. I have a computer expert helping me. He said he had never seen such incompetence as Optum has proven to be.

They're always 'so sorry' and will get this out right away. This has been going on every 6 months for 4 years! Promises, promises. Once, we couldn't get the meds because of $5 balance due.

People if you are reading this you need to know that OPTUM hires third party vendors to manage people's account. In reality, there is no Optum just another company that they use. They hire regular people from the streets with no education and high school diploma to work with peoples meds. I worked for OptumRX for two years and know the ins and outs of the company. If your medication is taking long to get to your home is because they hire these new people that don't know what they're doing with a click of a button cancels people's orders and they poor older folks have to go to their local pharmacy to have the pharmacist contact Optum's Help Desk for a emergency override, because someone that's getting paid 9hr doesn't know what they're doing because they don't want to invest in college grads good Money; instead, they pay these street people 9hr to work with your meds.

Like others, United Healthcare switched us to Optum RX a few months ago and every step of the way has been a disaster. The first prescription order (new order) for my husband constantly said "processing".. I timed the call it took to solve the issues and was on the phone with a myriad of departments for over 2 hours! I'm not sure if they outsource their calls, but I must have asked the rep to repeat what he was saying at least 25 times. Then the disaster of the first refill hit. It was sent directly by the Dr, we received an automated email saying the order was received AND THERE WAS NOTHING FURTHER WE NEEDED TO DO! WRONG!!

I have MS. Two of my medications have to go through the specialty pharmacy. Optum RX is that pharmacy. Last year, I was on my husband's insurance. So, between my 2 meds, there was a 115.00 co-pay. Unfortunately, I am out of work, and waiting on a decision from disability. Also, since then, my husband has been terminated from his job due to an injury. So, we have new health coverage from the state. When I called Optum RX to set up delivery for my two new meds, which I have pre-approved already, they are telling me that because I still have a balance, they will not send me my meds.

Nothing but problems getting my refills. Claim to never have received electronic refill order for Dr.'s office. This also happened 3 months ago. Medco was never a problem. Pretty crappy of United Health Care for changing from MEDCO. Apparently, we get what we pay for... UHC looking to cut cost. I'm sure OptumRX was lowest bidder. Screw UHC and MEDCO!

The state of Illinois now requires me to use OptumRx for my medications. One pain medication, non narcotic, requires 3 pills per day. OptumRx will approve only 2 per day. One service rep told me the doctor had been contacted and they had received approval and I would be contacted in 72 hours so I could request the script be filled. Three days later I had not been contacted. I called again and a different rep told me my doctor had not responded to 2 different request for approval. My doctor has no record of OptimunRx ever contacting them. My doctor has now faxed them with the approval notice, and the process begins again. Meanwhile, I'm almost out of the meds -- meds which help my pain and which should not be stopped suddenly. My only option is to pay out of pocket for a stop gap supply of meds.

I have had United Healthcare insurance through my employer for the past 5 years using iMedco as the pharmacy provider with absolutely no issues. That all changed in January 2014 when OptumRx became the pharmaceutical provider. I have a high deductible plan where maintenance meds are no co-pay, not subject to deductible, which means there is no charge. I am diabetic and take high blood pressure meds, as does my husband. On January 8, I went to my local pharmacy (which I am permitted to use rather than go thru their mail order) to pick up our monthly supply and it rang up at $977. It took 11 days and 5 phone calls to customer service to find out I should have been charged $150, not $977. Every person I spoke assured me all was taken care of. No one returned calls as promised and when I asked for a persons name to followup, I was told each and every time that it's not possible to speak to a specific person.

I have a total of 5 prescriptions that went to OptumRX when United Healthcare started using them a year or more ago. In that time, I have never had an order go correctly. They either fail to send the order, bill for the order multiple times, or bill then tell me I have an overdue balance. How do you have an overdue balance when it is all billed to my CC? I have had that happen a few times and told them to bill my card because I need my meds! Then I get a check a few weeks later for "overpayment". Most orders take 3 or 4 calls to get them to actually send anything. The reps are all the same in that, they are nice and say "everything is taken care of" at the end of every call. Then you call days later and start the whole thing again. I have complained on the survey probably 50 times. Never has anyone ever tried to contact me to see what the issues are. I don't think the survey goes to anyone.

Like many others, my healthcare changed this year and so far I am unhappy with all the changes. I take three prescriptions on a regular basis and have been ordering thru the mail for several years with no problems. About four weeks ago I began the process of ordering my prescriptions from OptumRx. My doctor's office faxed over the request. It took about a week for them to acknowledge they rec'd the request. I rec'd an email saying there was a 7-day delay in my order, no reason or other info. I kept looking online and all it ever said was "in process".

I don't even know where to begin. There are so many issues with this company. I am forced to use them because starting this year my coverage thru United HealthCare not only designates them as my mail order pharmacy but *requires* that I order any prescriptions requiring more than 2 refills (in other words, anything I have to take on a regular basis) from OptumRx mail order. Although this isn't as convenient, I wouldn't mind if it weren't for the fact that Optum consistently takes a *month* or longer to fill new prescriptions. They employ one delaying tactic after another. They make up lies about "needing to talk to the doctor" and claim the doctor has taken weeks to answer them.

Renewing your prescription should be fast and easy, with OptumRx it never is. First you go through the automatic process "to speed up the claim" only to be asked the same questions again. Second the communication with the provider and the insurer is terrible. I have seen my Doc fax the right info to OptumRx only for OptumRx to deny they have received it. Some of the problem may be with United Health. My phone call with OptumRx lasted more than 30 min. How am I going to be repaid for this waste of time?

Three transactions and each time they charged my account without authorization. They said each time that they would not charge my account and did. I now have more of some medication and not enough of others. The experience with this company has been terrible. Do not go with them unless you want problems.

I chose to do business with this company to save money. After the many many hours of calls, the incorrect meds being shipped, being misquoted on refill prices, the meds not being shipped as promised and the lies that they told me about what they would do to handle their mistakes I decided this company is completely unable to take care of me safely or save me any money at all. I spoke to several supervisors who promised the errors would not be made again. They failed. I have had to call twice to cancel my account. They couldn't even do that right. I called my insurance and complained about them several times. I told my doctor how bad they handled my meds. I have and will continue to tell anyone that this company is the worst I have ever dealt with. I have posted several reviews at different sites trying to warn people. If you chose to try this company I can only pray you pay very close attention to your meds and you survive. Best wishes.

On March 4, 2014, a very expensive drug my wife takes, went generic. The company, E Lily, that manufactured it, had their patent expire on March 2, 2014. The new generic producer, TEVA announced that they would start shipping within 30 days. They did. I have called OptumRx every day to see it they got the generic from TEVA once I found out our local Walmart has the generic in stock. My wife was down to 2 pills which she had started to take every other day, because we could not afford the $600 for this drug without extreme hardship.

Had Medco for my 3 month supply of 3 different blood pressure meds. I've taken these same ones for over 3 years and my bp is in check. We were switched to optum rx and I wish the hell it never happened. This is my first refill since being switched and it's been AWFUL. After back and forth with these fools, I am down to (as of 4/9) a 2 day supply and still no hope of getting these pills so I do not have issues with a rise in my pressure... They won't without a song and dance understand that I need these meds.

They are completely unable to resolve an issue (order problem) for more than a week. I have been on hold for a supervisor for more than 30 minutes. The "advocate" has tried to get me off the line multiple times.

The refill process is not a process; it is a nightmare! My sister & I get our testing supplies from Optum RX. The "service" reps are rude, uninformed & lie. They told my sister they no longer carry testing supplies. I was on the ext & asked if that was the case, why was I told 2 days prior that my supplies were finally being sent? Several phones calls, & several hours of holding later, we still have no idea when, or if, the doctor-ordered testing supplies will be sent. If the idea is to drive people to the brink of lunacy, you have certainly succeeded! WE HATE OPTUM RX!!!!

This is UnitedHealthcare's designated scam pharmacy that prevents sick patients from obtaining commonly prescribed medications from their PCPs. Making the process as difficult as possible, OptumRx requires patients to obtain additional pre-authorizations from them and additional paperwork from your doctor for obvious reasons, at the expense of denying patients the medications they need. This company should be investigated for its deceitful and unethical practices.

In order to afford my son's medications, I must use the mail order pharmacy instead of the convenience of our local pharmacy & since my company switched from Medco to OptumRx, it has been nothing but hassle after hassle. Somehow, duplicate accounts were created for my son's prescriptions. BOTH accounts have been billed for co-pays for the same order despite calling to speak with a rep every single time I submit a renewal script. Then, it takes contacting customer service MULTIPLE times to get a refund of one of the double charges. Budgeting for expenses to my FSA has been utterly destroyed due to the ineptness of this company. I am currently waiting on yet another $90 refund as this is the 3rd time this has happened in the last 9 months.

On the 24th, a renewal of 2 prescriptions was faxed by my doctor's office to OptumRX. Prior experience had shown (much to everyone's surprise) that I would receive it by the 28th. Knowing that I would need the one prescription by the 31st, I called OptumRX on the 28th and was informed that they were holding my order because I owed them (ready???) THREE CENTS! Could they not email me to let me know that?? They INCORRECTLY billed my credit card on my previous order for 3 cents less than THEY should have. So a 3 cent negative balance just cost me a lot of time on the phone, excessive aggravation and then $13.49 today so I could pick up ONE pill at my local drugstore.

So my company switched over to UHC and they use OptumRx, well let's just say it has been nothing but a nightmare since day one. First I had to switch all my Rx's from CVS to OptumRx because they refused to let me go to CVS, and everything has to be mail order because a drug I take every day to stay alive is consider a specialty drug! Then they tell me I can't get my 90 day order anymore that it has to be switched to 30 days costing me more out of my pocket. It gets better, my Rx then expires and instead of them telling me when I call up to refill my Rx they instead call me 3 days later telling me they can't refill my Rx and I will have to get a new one, even when I tell them I just moved to Texas and haven't found a dr yet and I only have 4 pills left.

This company is just terrible about getting qualified people to get orders processed. My doctor placed the order with them I didn't receive so I called. They told me my credit card had expired! It had not, I talked 2 times previously to a person there and gave them my credit card number and was told my order would ship. This last call I made 3 days ago was because they sent me a letter saying they could not ship and my order was on hold till they heard from me. I was of course baffled. I called and they said: "your credit card had expired!!!" I was furious. Again, I told them it had not and Amanda checked and said, "ok, we will send your order out priority at no charge".... I told her I wanted to take the survey at the end of our conversation and it would not be good. She said, ok. When we hung up she disconnected me from taking the survey. I have had this BAD EXPERIENCE and also another regarding my HUSBAND'S PRESCRIPTION. They also had to priority his meds out too! BAD UNQUALIFIED PEOPLE working at this company. IT SCARES ME FOR THE FUTURE ORDERS.

I take a medication that, if I miss a single dosage, can have serious health consequences. I also have a job for which I travel quite a bit. My HMO forces me to use a OptumRX for this medication, and it's detrimental to my health. I sometimes have to ask for refills early because of my travel schedule, and even when I don't I experience deliveries that are significantly delayed from their promised date.

I thought OptumRX would be a good service. Unfortunately, I have on several occasion experienced bad customer service. I have always asked them if I had an outstanding balance so that I may pay it. I have been told I do not and that I have a zero co pay. I noticed every blue moon I have a co-pay after I have asked the customer service representative do I have one. I have attempted to explain the reason why I shouldn't have a co-pay and I am cut off in the middle of my explanation. I am offered an excuse just to smooth over the issue, until it is time for me to refill my meds then a mysterious co-pay pops up in their system after I asked if they checked.

OptumRx recently billed my checking account more than $400 for an order I cancelled. Though I addressed this issue as soon as I was made aware of it, and made several phone calls, no one seemed to be able to credit my account the amount that was essentially stolen from it without my permission. This is the last in a very long line of inefficient exchanges with the company. I have yet to place a simple pharmacy order and have it billed and shipped without any hassle. Each order requires at least one lengthy phone call on my part before I receive the medication and am properly billed. This is to say nothing of the amount of time it takes for the medications to be delivered.

My contraceptives under the Affordable Healthcare Act are covered with no copay by my insurance since Fall 2012, United Healthcare, which subcontract Rx coverage to Optum Rx starting Feb 2013. Optum Rx charged me a $20 copay for the same prescription that had been free for several month. Talking to them on the phone and laughed at me and told me that they had NEVER heard of a mandate that contraceptives should be covered at 100%. I had the insurance agent that handles our company's benefits call and she gave me the answer that the prescription had to be name brand to be covered, so quick call to the pharmacy and it was OK after that.

Has anyone else had trouble receiving their prescriptions from OptumRx? 4 times now, we have placed our orders, wait the 7-10 days, call to check on the order and they are waiting for a payment or the pharmacist had a question, but no one calls us in to answers. OptumRx just sits on the order? Sure wish we were not required to use them. If we had options, we would move on. Does anyone have any recommendations on how to get better service from this lame company?

I have had similar problems with CSR with OptumRx that all seem to have India accents and when I ask to speak with someone in the US the reply I get is that the company is based in Chicago. I was constantly lied to by these CSR and when I finally did call and get someone within the US with a southern accent, I was informed that the other CSRs that I talked to were just trained to get your money. That explains why they kept pushing the overnight ship. I have called UHC 2 times and filed complaints. I am not going to go on about my complaints but wanted to inform all on here that there seems to be 2 separate companies here. 1 is US based. The US based one denies any knowledge of foreign call based center.

I have had the same complaints as everyone else in this forum. Inappropriate delivery times, pharmacist refusing to fill a prescription unless my doctor changed the quantity, nasty response from the representatives, and improper documentation by the reps. I found it useless to argue with reps who cannot help. So I started began filing complaints with every agency I could find which had anything to do with medicine and actually began to receive response which were encouraging. I looked online and searched for CMS and found several letters written by representatives at CMS which had phone numbers on those numbers and used those numbers to find CMS employees with direct access.

I was in a serious car accident several years ago. When receiving my maximum medical recovery status I was informed that I would not be able to have a job that involved standing or sitting. Unfortunately being a widow with no family, I must work. I have been on a medication that is very difficult to find in my area. It was suggested that I try a mail order pharmacy, and since I have United Health Care my only option is Optum Rx. The first month was problem free - I included a letter stating that the medication needed to be sent by overnight mail and authorized the extra fee.

I have had the unfortunate experience of dealing with Optum R ** for over a year and a half. My BAD experiences are too numerous to list. The latest being this week when after overnight mailing my scripts to them on 2/25/14 for receipt on 2/26/14, they filled 1 script and it was received by me on Monday 3/5/14. After calling them (numerous times) re: the other 2 RX's, on Wednesday (3/5/14) I spoke with a Rep, named "Eileen" who assured me that the other 2 scripts were being overnight mailed on Wednesday. Later that evening, not believing her, I called again and spoke with a "Supervisor" who told me that the Scripts WERE NOT MAILED! I inquired as to how I could receive 1 Script on Monday but the other 2 were in limbo and I was told that there was "A COVERAGE ISSUE"! I asked him why when I have been getting the same Meds since last May when Optum came up with something called the "80/20 Rule" and THEY CHANGED MY MEDS NOT MY DOCTOR. He had no answer (as usual).

I ordered very important medicine from OptumRX, the pharmacy that came with my college healthcare plan. To begin with, getting to the point where I could order my meds was a pain, as their website is a veritable mess. But I sent the order out to them and I thought I'd get my meds in soon! Well, nope.

My experiences are very aligned with all of the reviews that I read (I read most of them). I have one big advantage and I am hoping some of you will have that as well: I am on Medicare and have (Plan F) the "supplement" through United Health Care (UHC). UHC, of course owns OptumRx. I called UHC and after going through the long (and familiar) automated drill was able to ask if I am able to go to another pharmacy. The woman who took my call gave me a list of "preferred" pharmacies that are close to our residence. The "preferred" label means that you get the same pricing as OptumRx. They can also provide a list of "basic" pharmacies but the cost is more.

To be honest with the whole situation, my doctor has prescribed me ** 30 milligrams twice a day due to MS severe pain. My insurance with optimum just started in February. While filling out forms initially prior to beginning with this insurance company, they knew I was on this medication for MS and on February 25th it was time to get a refill.

This company has been a provider for my insurance company's mail in program. We changed companies and got rid of them (thankfully). Now, they are back again. The health insurance company did not change the online mail in forms for us so we accidentally sent it to the OLD Mail in Rx company. Turns out that OPTUM Rx is the parent company of the old company (so, same company). It took them over 9 weeks to figure out where the original Rx went (too long for real solution) and after hours and hours of time on the phone and making it look like we were drug seeking (yikes), decided they could not fill one of the Rx's so we asked for it to be returned so we could have it as proof that it was necessary to rewrite the Rx.

My husband was recently diagnosed with chronic Hepatitis C. His gastroenterologist wants to treat him with a series of three medications for three months. Optimum RX will not even ship the medications until we pay $4,000 for ONE month of the medications and will stop sending it if we don't pay the $4,000 each month. We are a middle class family and struggle each month to pay our bills. Is this what our country has come to? The middle class, hard working Americans suffer and die because our drug companies will not cover our medications for a reasonable amount of money..... especially now with Obamacare our deductibles are so high we have to struggle to meet those amount each year.

I just saw that Sen. Rene Garcia of Miami, FL is proposing a bill to bar insurance companies from forcing people to use mail order RX services. My family has had so many issues with this pharmacy. My husband is without his diabetes meds until Tues. March 4th. My son was told his meds would be sent to him over night at college because of lack of communication on their part. They sent them to our home!!! I had to overnight them to him. We each have gone without meds. We are sick of it and there is nothing we can do.

My husband ordered a prescription for $125.00. They sent the wrong prescription and charged us $275.00. We never authorized or ordered the one they sent. It has been about two weeks and we still have not received the correct prescription. The prescription was refused at the post office and sent back to OptumRx. Have not received a credit back on my credit card yet. I call them every day and email them. They do not respond back to me. When I call they just keep saying they are working on a refund. Every time you call you get a different answer. This place is horrible. So they have $400.00 of my money and we still have NO PRESCRIPTION.

I went to refill a prescription and was told that the insurance company needed a form filled out by my doctor. After the pharmacy faxed this form to my doctor who filled it out and sent it to the insurance co. Care Improvement Plus medicare rx. I received a call back from the doctor saying the insurance co was not approving my prescription for **. I have taken this since 1994 after I had my hysterectomy. Now OptumRx is telling me the request for ** by doctor is denied! They want me to take **, which a drug given for depression. Or ** which also is for depression or ** extended release which is also for depression. I am not depressed! I need the estrogen for night sweats. I resent that they are trying to take my well being away from my doctors opinion.

First off I would like to tell everyone as a former employee, I am so sorry that you have had to suffer at the hands of extreme incompetency. I was actually let go from the company for e-mailing senior executives detailing my experiences and letting them know the issues with the company. My role in the company was dialer clerk. I'm the one that would come on the phone and let you know about copays and shipping times, and also the guy that most of you belittled, cursed at and screamed at. Working for this company was just as horrible as being a patient.

To write the entire process of how much time I wasted with this company will take me long, but to summarize, the representatives are not helpful, do not care about members getting their medicine in time, they simply do not care. The management and owners are to do something about this system of politics where they simply don't lose, is the member that does. Recently acquire by United Health, I am extremely disappointed. I will be cancelling my insurance due to the Pharmacy Optum rx. I have diabetes, they made run around getting Px from the Dr. They lied about my rx, saying I should test twice a day, when I have rx in front of me of 4 times a day, didn't send Rx on time, people was rude to me. To say the least, I think this was the worst experience I've ever had!!!

I have had Type 1 diabetes since I was 10yrs old. Over those 42 years with hard to control blood sugar, I am using a pump and my A1C has never been below 8. I tend to have spikes followed by rapid drops in blood sugar which requires me to test 8-10 times daily in order to adjust meds and carbs. I also test before driving or any activity so as to ensure EVERYONE'S safety. My problem with OptumRx is that my doctor prescribed a certain brand of strips because my meter is linked to my pump so accurate records can be kept for adjusting insulin. This was submitted via Fax on January 15.

This issue has been an ongoing thing for the past 2 years now. Seems that since they switched over from Prescriptions Solutions to Optum RX. They have had an ongoing bill for $35.00 dollars, that they state I did not pay. I have gone around and around with them sending bank statements to get this fixed but to no avail. I keep explaining to them that this cannot be true, as the one thing they always do is verify payment before the order is shipped or they will not ship it. I have gone through 3 supervisors and 5 staff members from the accounting department all of which have continued to document the problem and reassured me that it will be taken care of.

OptumRX actually denied my child's novalog (insulin) because I was trying to refill it 4 days prior to the 30 day refill. I called and called and called. On my way to the pharmacy to pay $300. They should be ashamed of themselves. The government needs to be notified. This is ridiculous.

Duplicate charges to credit card, promise to charge back to card -not done; charges to card with approval, charges to card without notification "accounting made an error"; questioning if medication is needed (MD e-mailed in), they request for expired orders they be called in, MD tells me he is put on hold and left with no one picking up his call; lying about when they shipped meds--confirmed by shipping label, medication is ordered in time to receive by time former rx runs out--they refuse to release until date meds run out...potential life threatening consequences for sudden d/c; trying to get you to get generic even though you explain it is not effective for you "other people don't have a problem with it"...call three times and get told three different versions of what happened....can they not read or do they not have computers?

I have been trying to get meds refilled since 2/3/14 and finally received notice that they shipped today! In total, I made four calls to these people. I have called once or twice a week since 2/3, trying to get resolution and meds. Each time, I'm told that someone will call me back and no one ever does. It took 9 days from the time the doctor sent a fax until the meds shipped. And I've been talking with customer service people, explaining that I'm running out of meds, but they don't care! When I finally received a message last evening that they were shipping, I called back to complain about the turnaround time and when I was told that they should be here on Tuesday, I asked "what happens if they don't arrive?" The rep told me that she would then give me a tracking number. I asked "what good is a tracking number when I need the meds?" No answer.

I've been working for OptumRx for the past 2 months (I just completed my training). I am so sorry for all the hassle and rudeness that you all have been going through. I was trained to do Data Entry work, poorly I might add, and was given a completely different job function once my training was over (what the heck is that about). We have an automated dialer that calls our customers for ridiculous issues i.e., order verification, payment information and 90% of the time the calls are for stupid reasons that should've been handled days ago. I take 100 calls a day (sometimes for a person that already spoke with another agent that same day about the same thing). Basically as a bill collector for people that have already provided credit card information and gave the authorization to charge them (but they were never charged and their order is sitting there, on hold waiting for payment or vice versa). Now although, credit card information is not available for us to see at all, which is good, our system is so dumb and faulty that it can't process payments without issuing annoying multiple calls delaying people's orders FOR DAYS.

My husband has several medical issues and was recently diagnosed with RA. His Rheumatologist put him on Humira with a discount card so we only had to pay $5 monthly for it. After 3 months UHC wanted us to go through OptumRX to fill this but they will not accept the discount card. So we have to put out $250 every 3 months then file with the drug company to get reimbursed!

Cash discount price for the combo drug that I was prescribed is around $200 according to the internet. OptumRx wanted my doctor to prescribe the drug in 3 different prescriptions instead of one, costs according to online research is around $100 for these 3 prescriptions. Ok, so they get to save $100. The problem isn't necessary the requirement that I have to go through preapproval for this, but rather the dumb, unclear, and time wasting process that my doctor have to go through to get there.

My complaint is about the customer service at the specialty pharmacy at Optumrx. I am newly diagnosed with a disease and have never really been on a maintenance medication before so I didn't realize that prescriptions expire in a year--I just saw that I had three refills left so I thought I was good to go (it's a big deal to start this particular med, you have to sit in the dr's office and be monitored for 6 hours for the first dose, so it took a while to set that up). Yes, my mistake. My second mistake was that I only allowed four days to refill my meds. I want to be clear that I am not perfect either...HOWEVER...

The reason we have to use OptumRX is because they are owned by United Healthcare. Now saying that, everyone should know that the items will not be addressed and solved in the favor of the consumer/customer. My husband has been a diabetic for the past 12 years taking a regimen of four meds that are basically doing a good job. We received a letter from the insurance company stating that if he follows the guidelines and does 2 Dr visits a year, does the A1c, does the eye testing, etc, etc that his Dr visits would be paid for and all of his diabetic meds.

Have had to do mail order for meds in the past but OptumRX is a joke. They have not gotten even 1 of my 16 meds correct. Each has a hefty price tag and I repeatedly dish out to get "gap" refills because of mistakes on their end. Customer Service is pathetic - try to blame doctors and others. They lost a script and tried to even blame me - I had the confirmation number tho so manager didn't know what to do. Get this, said to have doc call into to local pharmacy till eligible for refill from them - seriously? They lose a narcotic and won't replace till next refill date??!!

They charged my credit card and then didn't ship the medication. When you call in, you get different answers. Ask to speak with a supervisor, and expect to wait a while.

United Health Care is my insurance provider. UHC owns OptumRX. UHC patients are required to use OptumRX for some meds, and in situations of expensive medications the scrips are directed to OptumRX Specialty Pharmacy, which is my case. Other insurers also contract with OptumRX to provide pharmacy services, which is odd, because other insurers are financing profits of their competitor UHC. My scrip was ordered as required by phone through OptumRX on 2/5. It was to arrive 2/10, but it didn't, and my scrip was depleted. OptumRX began to explore the cause for the delay, finding that a UPS label was created, but the order was never fulfilled or shipped. They said they would call me back to let me know what was being done, but they didn't. I called them. The agent couldn't answer my questions, but confirmed that the package would arrive 2/13. He said there was no supervisor he could send me too for an explanation; he was at a call center.

I have never had such a bad experience as I do now that I have Optum Rx. Never. They take forever to process any medication order, including standing refills. I needed medication to be delivered to me in an expedited fashion. I paid extra for an expedited handling only to get a phone call 3 (!) days after placing the order that they were not sure how to charge me. That is after I explicitly told them on my original call I will pay out of pocket since I needed the medication ASAP. Why it took 3 days to call me back just to tell me my rush/expedited/extra cost medications was not even processed is beyond me. I was also told that the medication will be sent over night to me, but will arrive 4 days later! So infuriating!!!!

Our company went from using Medco to Optumrx. It is fair to say that it is a tie in regards to if I would rather deal with the cable company or Optumrx. Do yourself a favor and just ask for your call to be escalated. Maybe you will get somewhere! Good luck!

I have used optum rx for several years, back when they were prescription solutions. Maybe they changed their name, but not their tactics. Dec 30, 2013 I went to my Dr for my yearly checkup. While I was there we discussed my meds and he electronically sent renewal RX's so that I could have them refilled when necessary. I had just had them refilled on Oct 27, 2013 & actually had enough for the next few months. Well, guess what? Optum RX filled ALL of the scripts to the tune of $281.77 on Dec 31st. They were shipped to me on Jan 4th, 2014. When I noticed the charge on my credit card I called Optum and was told by a CSR to just refuse the shipment when it as delivered, which I did.

New to the system under Medicare Advantage Insurance. Loaded my data into the system. Placed our first order. Received an acknowledgement but no RX. Way after the fact received a boiler plate notice without any information on why or what drugs would not be shipped to the effect the order would not be shipped. Funny but I get all sorts of robo calls trying to up sell me but none when there are problems with an order. I now find that my RX cost are higher than what my in the donut hole prices were from December of 2012. I requested a hard copy explanation... No can do.

I called to get my prescriptions refilled and they sent it to a different address in Ft Lauderdale! Then I called and asked why they send it wrong and it was an error in their side. After talking to a team resolution manager, she sent out my meds to my address via UPS signature required when I said that I live alone and no one can sign for my package. To make the story short, ups did not drop off my meds. I called again and asked to have my meds picked up at a Walgreens and a rude customer service told me that why I could not drive to UPS to pick up the meds when I could drive to Walgreens!?!? Walgreens is a block away from where I live and UPS service center is 25 miles away!! And I have no car!!

Been trying to get authorization for leukemia meds and they keep denying everyone that is submitted. Not sure why united healthcare are using them. Not sure where to go from here.

Where do I begin? First, let me say, I am unknowledgeable on why insurance companies and their associated prescription companies have the regulations that they do that make no sense to me. But I have YET to have someone explain them logically to me... Not allowed to refill any prescriptions until within 10 days of running out. It doesn't matter whether it's a restricted drug or not. They appear to be afraid that I will start my own side business of selling things like Amlodipine Besylate (a COMMON, GENERIC, CHEAP, blood pressure medicine AKA Norvasc).

My husband has the rare condition of Trigeminal Neuralgia. For 19 years, he has been suffering from this horrible condition and had to take early retirement at the age of 56. In 1999, he had the alcohol block. In November 2001 when medication didn't help, he was hospitalized for a week and was on morphine. At the end of that week, he had the Gama Knife procedure. For two months afterwards he was totally disabled from pain until he was given a combination of 1800mg of Carbatrol and 1200mg of Lyrica daily. This combination just controlled the pain. Through the years, he was able to reduce the Carbatrol/carbamazepine to 600mg and Lyrica to 900mg daily. He has been trying to reduce the amount of his meds on regular basis but so far has not been able to.

My psychiatrist an MD... Prescribed generic Adderal 30 mg 3 times a day as needed. I had to go through approval process as did my doctor. Was told by Optum Rx that they would only approve 2 times day... My doctor called himself and explained how serious my ADHD ADD was. Still they would not approve. A doctor prescribes a medicine he deems necessary and Optum Rx idiots doesn't give a crap!!!! Customer service rude and totally uneducated. This company needs to be reviewed by medical board and put out of business!!!!!! They have given me nothing but stress not only this medicine but others as well. So now I pay out of pocket which I am more than happy to do if it means I don't have deal with wannabe educated people!!!!!

I am a physician, and was hoping to use the website since last summer to prescription prior authorizations (the entire practice should be outlawed as it exists solely as a roadblock to prevent proper prescribing). Although Optum touts its website as an easy way to submit prior authorizations, it has never worked properly, has a myriad of ridiculous menus and steps which don't make any sense and crashes/fails without allowing you to save any of the information. Emailing tech support invariably results in "we're working to fix it as quickly as possible" but no actual changes. Either Optum is inept or invested in making sure the site is as clumsy as it possibly can be - after all, they have zero vested interest in making prior authorization process easy on doctors and patients!

In November 2013, my doctor's physician assistant inadvertently sent in the wrong prescription for a nasal spray. When I received it, I didn't even know what it was. It cost $105, rather than the $5 my regular nasal spray prescription cost. I called OptumRx and they said the doctor would have to send another prescription, which she did, and I eventually got the correct nasal spray. However, OptumRx will not remove the wrong prescription from my account, nor will they refund me for this drug that I don't take and, therefore, I am going to get all my drugs locally from now on. In addition, even when I pay expedited to have a prescription mailed to me, it takes 10 days to get here. Terrible customer service, unconscionable company. Don't do business with these people. Have filed a complaint with United Healthcare.

Ordered 2 of my hubby's anti-rejection medications on 1-6. 90 days’ worth of one arrived and only 30 days of the other. After talking to OptumRx they told me that all they could send of any anti-rejection med is 30 days. I said I received one for 90 and this one only 30 but you charged 90 days’ worth for both. Their response, “because we can”. After calling United Health care who said I was right and 5 subsequent calls back to OptumRx, I have been told again today to call back tomorrow because there is a hold on it. Again it's already been paid for but my hubby is running out of those meds. 3 calls ago the customer service agent hung up on me... I'm at my wits end with this company. Maybe we should get a class action lawsuit going? I see enough complaints on here!

My doctor faxed in my RX on Jan. 10. It is now Feb.1 and I have not received it. I have called Optum RX every day since Jan. 28 because I am out of pills. I was told it had been shipped and they gave me the tracking number and told me I was on my own to track it. I have been "tracking" it every few hours ever since that date. Apparently it's hanging around Kansas. Unfortunately, I live in Atlanta, GA. When I spoke to customer service I was told to personally go down to my post office to see if they could look for it. Are you kidding me??? Tomorrow is Sun., so add 2 more days without meds...if then. DISGRACEFUL!!!!!!!! Unfortunately this is not the first time I have had problems with timely deliveries by OptumRX. I wanted to give them a second chance. I'll never use them again, and I hope AARP sees these comments.

This is a follow-up on my previous posting. OptumRx switched my prescription to a Canadian manufacturer. I nearly died. Now the update. Please read the write up in the March "Consumer Reports". Canadian drugs are not covered by FDA inspections in the US (This explains why my complaint to the FDA was never followed up). Canadian drugs shipped to the U.S. are not inspected in Canada. Immediate conclusion: Cheap, possibly dangerous, drugs. Bottom line: You have no idea what you are getting from Canada and you, or your survivors, have absolutely no recourse. BTW, OptumRx's excuse for customer service (sic) still stinks.

I sent in on 12/19/13 new prescriptions to be filled. On the form I checked hold script until ready for filling. Called today 1/29/14 to have them filled only to be told, OOPS must have gotten lost in mail. They don't have them. When I asked to speak to a supervisor, it took 16 minutes for me to be on hold only to have the female supervisor (didn't catch her name and she would not repeat it) to tell me she couldn't help me, she doesn't do that and when I started to rant that I had been on hold for 16 minutes only to find out she can't help me, she simply hung up on me. You have to be kidding. These people expect that you can just run back to the dr., pay for another dr. appt, to have the dr. write new prescriptions. No way - we will find another avenue to fill these.

Ordered + paid for on 1/11/14. Called 5 times, was told everything ok. They called back to confirm. Called again, was told order hadn't been shipped but would overnight it. Two days later called again, order still there, promised to overnight it. Now 4 days later, still no pills, called United healthcare. They called optum, and were told various lies, and pills were shipped UPS with a tracking number, should receive order by Feb.3rd. All this time no pills. This is the last order I will place with optum rx. Can go to local pharmacy for prompt courteous service, a little more money and peace of mind. My advice to anyone, don't use optum rx!!

I was forced in November 2013 to go through Optum RX mail order service to receive my specialty pharmacy anti-rejection medications. I have had nothing but problems since to the point of major stress and illness. I have spent hours on the phone with extremely poor customer service and only delay after delay in receiving my medications. I continue to contact my insurance provider to complain and have had to have my meds over written so I can pick up them at a local specialty pharmacy because I have ran out of them and cannot go without them.

My husband and I changed his retirement medical insurance to United Health Care and now have to order prescriptions through OptumRx. To date, we have received zero customer service and extremely SLOW response to requests for prescriptions to be filled and mailed. I have received two "robo" calls to verify that we ordered my husband's meds, and when I respond by pressing 1 to verify my identity, the call simply loops around and repeats over and over again. Our physician is having to call in emergency supplies to "hold him over" until OptumRx mails the prescriptions ordered. If these meds were a matter of life or death, I would be a widow.

Ordered a refill on my pills. Called when 15 days (or so) passed and was told to contact my post office and find out what happened then call OptumRX back. Found this unacceptable, asked to speak to a Supervisor, waited 1/2 hour during which time I looked up online the tracking number and learned that my pills were in South Dakota. After this 1/2 hour of waiting for a supervisor, I told the clerk to have someone call me back - NO CALL BACK - are you surprised? Called the next day, started all over, waited and got a supervisor, got Melissa, who told me she would send me 10 pills and I should call back if my 90 pills did not arrive when I was down to 10 pills. The 10 pills arrived, when I was down to 5.

This year I found out that two of my tier 3 medicines are no longer the $50.00 co-pay after the deductible. They are $178.92 and $119.90. Needless to say that I will not be getting those meds. I thought about asking my doctor to change my medicine to something that I use to use with a co-pay of $10 but now that would cost me the full price of $494.00. This insurance is horrible and one of the two medicines come in generic but I am allergic to it. I don't understand how one goes from paying co-pays of $10 and $50 to hundreds of dollars. Something is very wrong here.

In December I put in my first order at OptumRx for Insulin and other medications. This order was for January. I talked to an agent and told her I usually get 3 bottles of Humalog insulin a month. So I ordered a 3-month supply which I should have gotten 9 bottles of insulin. I usually get 3 bottles of insulin from CVS pharmacy for $45 a month/tier 3. When I got my order I received 3 bottles of insulin for 3 months which is not nearly enough. I take 4 shots a day. I called OptumRx and was told this is what my doctor ordered. I called my doctor and told her a mistake had been made and she called OptumRx to have them send the rest of my order which they refused to send without another payment. I was told in order to get the other 6 bottles of insulin I would have to pay again. My insulin is really high and because I also use Lantus I was told my next order would put me in the donut hole. So now I have to skip dosages in order not to run completely out. I don't know what I am going to do. I am really angry.

OPTUMRx is a terrible mail order drug company. I called early in the month to get approval to have my prescriptions sent a few days before they were eligible for refill because of vacation plans. I waited on the phone for a long time before a supervisor could approve the refills. Called 10 days later and they had just mailed them rather than when they said they would mail them out. Waited a half hour to talk to a supervisor and they would not help in anyway. I wanted them to sent me an emergency week supply overnight to cover my supply until I returned from vacation, but they would not do that. It sounds like they only have one person taking calls and one supervisor.

My doctor sent in a prescription in December. In 3 weeks, I was given 3 explanations as to why it was not filled. Then it sat unfilled for another 2 weeks. This is a common drug: generic **, #30, at 5 mg that I needed for a month of international travel. I called. I was told it could not be filled because of the date even though I had not used this drug for 3 years. Then I was told it was the price, $185.00 then I was told the price was wrong, and all along many calls, waiting on hold, transfers. Then customer service could not even find my account. I was called back but no answers. I asked to be called back after 2 calls and over an hour in one day. I was not called back. The prescription price then was lower at just over $140 but still no order processing.

This mail order service is simply horrible. I order my refills in a timely manner and many times there is long delays in getting shipments out with no explanations. I ordered three on Jan. 6th and never heard a word from them. Called today and was advised they will ship today 14 days later. Needless to say I am out of my meds. Mail order savings doesn't mean much when you can not rely on a timely refill. I will direct my DR to send my subscriptions to a local pharmacy. This place could care less.

Optum rx should be training their reps more extensively. There is a system there that sends meds to obsolete addresses...The system never tested out right. The supervisors needs to get more involved. When you ask them to take a supervisor call, they run the other way. I suggest people go locally because you will never be satisfied with optum. However the company doesn't really care because they can get companies to use their service..people and companies should be more diligent with this company as with a lot of companies. It's like handing your baby over to a stranger and hoping it all works out.

This is by far the absolute worst and disorganized company I have ever dealt with. My doctor has been trying to get a dose increase for my migraine medicine for 2 months. I finally got the letter that they approved my request and found out that they actually decreased my dose! Each time I called with my Dr on the line I was told something different about my benefits. STAY CLEAR OF THIS COMPANY!

I truly believe that these guys should be reported to the Attorney General as they are thieves and liars. My situation is strangely similar to other posts in that we had moved, and OptumRx had two addresses on file and sent our prescription to the old, incorrect address. As this is a vacant house, delivery was not made. I called and talked to a customer service representative who said that they had to wait until it was returned back to them and then they would reship. This was on December 6th. Two weeks later, still no delivery.

I just spent 50 minutes on the phone with OptumRx and I have to say that this was one of the worst customer service calls that I have ever experienced. (I never post about bad experiences, but in this case I couldn't help it.) First, my Dr. called in my prescription in Dec 2013 and since I had moved, they provided my new address. My new address was on my account with UHC and OptumRx, but they also had record of my old address. So they did not ship my medication out although I received an email stating that it had gone out. Then two weeks later, I finally get a call from OptumRx wanting to verify my address. I verified my address and they stated that my shipment would be expedited.

I believe OptumRx is owned by United Healthcare (UHC) and in many cases, UHC subscribers have to go through OptumRx for their prescription. Having done business with OptumRx not by choice, but because I am with UHC, I have spend days dealing with what I feel are poorly trained employees who are part of what appears to be a poorly managed company. I think the concept of mail order pharmacy is terrific, the only problem is the service and tactics used by this firm. In my opinion, it's horrible and probably one of the worst managed companies in America, if not the worst managed company. I hope they turn it around because the services they provide are valuable and with proper use of technology, they can get their act together. In the meantime, I think it's best to file a complaint with your State Department of Insurance, they are forced to answer and the more complains they get, the more likely the issues they have will get fixed since these regulatory complaints cost them money and time to handle. Many states have online forms and it makes it easy to file a complaint.

I am so disgusted with this company that it angers me to write about it. They received my prescription ever since December 17 and today is January 13 and I have yet to receive it. Between the two week processing time and the complete incompetence of UPS my colitis is active and once again sending me to the doctor. The mail order model for prescriptions is very dangerous in a circumstance like mine. I will not be using this company ever again!!!!

Took my son to the Dermatologist for problem of acne. The doctor subscribed an oral medication & a topical for Epiduo. Gave me 2 discount cards that I shouldn't have to pay more than $25 for each. Went to Walgreens to pickup the prescriptions and was told they were denied by United Healthcare OptumRx, which I really don't understand because I had discount cards for them. Called the doctor's office, got two new prescriptions, generic brand - called the pharmacy. The generic oral medication was fine. The topical gel was denied, again. Called United Healthcare. They had ONE topical gel in their list that was approved. ONE? Really? I asked the representative why this is so hard to get a prescription filled for my son. Don't the doctors know what they can prescribe based on the insurance? I was told NO the doctors won't be able to find out what's covered.