OptumRx Reviews

When I called and talked to Symphonix they told me all of my meds would be $1.00 because were all generic and said nothing about a deductible. Now I am going to see if I can get out of this because I can get all my prescriptions at Wal-Mart for $4.00 and don't have to have a contract. This is just a rip off to gouge the seniors more than we already are or to just give up and die is what they want.

In just about every communication with them, I have to remind them that I am NOT a little old lady who does NOT need to be told how to use the computer or to be taught how their company works. In fact, I am a master level healthcare professional, working 40+ hours a week - a pediatric rehabilitation therapist. I have now gone through so many so-called "CSA" employees with a variety of languages, cultures, anger problems, levels of rudeness. And "supervisors" after repeatedly being told there are no "supervisors", no "supervisors" are available, one will call you back, lengthy hold periods waiting for the Big S, disconnections, tantrums, lies. Once in a while one person will surface who appears caring, they are shocked by their co-employee's behaviors, want to make everything right, even file a complaint for you, and promise you rush delivery - after all it is for insulin and they know about the immediacy of the need. SORRY THEY ARE LIARS. They are the undercover LIARS.

Since January 1, 2014, when the great US Government allowed me to dig out of the shameful donut hole of Medicare to be able to again afford my essential meds. Hard to believe!!! OptumRx/United Healthcare was not ready for the great influx of business!!! (Seems Obamacare found the best example for them to follow.) From the messages when you call their number to the CSAs' - repeated attempts to convince us to feel sorry for OptumRx's lack of preparation for the onslaught. It really should be, "Please feel sorry for me!" My first new year with the company. Most would have thought that this company (as advertised to the tune of millions and millions of dollars) as a normal, honest, ethical company, would have systems in place to meet their customers' needs. But then since 3/2013, this would be the least correct description of this company.

I have had a wonderful list of scenarios just in these first few days of the year. From "sorry it will not be there for 7 to 10 days no matter if you pay extra for shipping" to "We don't have the prescriptions for what you are requesting" to "This should have never happened, they will be mailed overnight to you tomorrow" (4 times including this afternoon) to "it went out on the 4th" - a few more included hang ups, yelling, and a would-be rap artist.

The consequences??? Organ damage, blindness, surely death - one can only go so far on promises, hopes, limiting the dosages with what you have!! I have to think is it worth staying alive when a major healthcare conglomerate that espouses what we expect from healthcare providers is only concerned about their money, their profits? What about all the thousands of employees United Healthcare, how can I trust one word they say, the products they sell to us, when by the reviews here tell a different story of neglect, disrespect, highway robbery, early death? Corruption must be at all levels for this to succeed. Logic tells me that government agencies must be involved to continue and to increase. Someone needs to help those of us with no power. Or is this how Obamacare is activating their "death panels"???? Good luck.

*** If the "Guidelines Committee" deems this unacceptable - it is the public's loss and OptumRx/UHC's/Obamacare's gain.

I have been on the phone with Optum Rx everyday since Jan 2, 2014 and yesterday on the phone for an hour and a half trying to get 2 prescriptions expedited and shipped overnight to be told they were processed on the 8th and shipped overnight and "I should be receiving them sometime this week." Would one think that a prescription shipped overnight on the 8th would arrive to the customer on the 9th, NOT WITH OPTUM RX. Their processing of my orders is so convoluted that even the Customer Service Rep could not tell me when I will receive my "overnighted" prescriptions. Sorry to say but Optum Rx is the last place you should get your prescriptions filled. DO NOT USE OPTUM RX. JUST DO NOT USE THEM.

I called a week later and was told it has not been approved for me to mail my medication back. So I am waiting for the package to mail my medication back so I can send it back and get my money and finally get my medication. The package has not been opened, still in mailing envelope. One person tried to trick me into opening it and taking he said 10 out to carry me over. I know for sure once the package is opened you can not get your money back. I wanted to take it right to post office return to sender but they said the only way to get your money back is to put it in a package that I have yet to receive.

I'm 43, been on the same meds since I was 27! In the last year I have switched meds at their behest 4x!!!!! Same meds just different brand!!! They rip me off to pay for a 90-day supply but I have never received a 90 supply!!! One month I got, so out of whack I paid out of pocket for the script! Now a new year they refuse to fill or pay for the script 'cause they need prior authorization??? WTF??? The reason CS gave was cause it's a new year??? But I have done this at least 4 or 5 times in the last 6 months! I NEED help!

I called the mail order service immediately to order the 3-month supply and gave the OptumRX customer service agent all my information along with my doctor's information for them to send the request to. I also called the doctor's office and told them to expect a fax from OptumRX (take into account I still have 3 weeks worth of medication at this point from my one month supply). A week later, I call to follow up and they said that they have no record of anyone from their customer service department reaching out to my doctor to request my prescription. I told them that they said they would contact him to request it and they apologized and said that it would for sure be taken care of this time. Another week passes and still nothing.

I call again and they said this time they did send the request but did not get any responses. I called my doctor's office and they said they received nothing from them, so I requested the fax number from OptumRX and gave it to my doctor directly to get him to fax them the prescription refill request. Another week passes and I finally get an email from OptumRX stating they have received the prescription refill request and are processing shipping out my medication via "rush order". A week passes and I get a tracking number to track my order through USPS. It is now 1/7/2014 and I still do not have my medication. I first contacted Optum RX around 12/03/2013 and it's been over a month and still nothing. They have already charged my card for the medication yet I do not have it. I have run out of medication for over a week and have no way of getting more.

I have read multiple reviews on this company from this website and many others and the vast majority of them are negative with similar stories to what I've experienced. They seem to just lie every time we call them and have no regard for the consumer. They just want to make money and are willing to cut corners in doing so. Not only have they forced me to use their mail order service to get the medications that I need but they are inadequate in fulfilling their jobs to process and send the medication out. Please share this information with everyone you know so that this company cannot keep lying to their consumers. I am doing research on how to file a class action lawsuit against this company and United Healthcare.

OptumRx called me in about the middle of December and said I had been "accepted" as a client and had a customer number. The guy who called, "John" (I would soon learn that no one employed by OptumRx had a last name) wanted 2 things from me: to verify my insurance and my visa card number. I asked why he needed my visa number. He giggled saying they very rarely needed it. He continued to say that OptumRx would get me the best prices that they could. I clearly corrected him that his company won't be billing me a penny! These generic pills would be covered totally by my Part D plan and there would be no bill for me. His response was "You got to send us the three prescriptions from your doctor". That was the end of the first communication.

A week later a frat envelope arrived from OptumRx, and I was surprised as my insurer MedicareRx's coverage would not become active until Jan 1, 2014 and it was still December. Upon opening the envelope, I found the 3 medications AND THE INVOICE SHOWING A CHARGE OF $333.46 ON MY VISA CARD! I was on the phone 5 minutes later to report their error. The woman I reached said she would see what happened and I should hold on till she had some answer. She never got back and apparently I was disconnected. The next day, I called again. The party I reached had no idea why I was calling and I explained it again. He said that was a problem for the accounting office and they would call me within one week with an answer. Of course they didn't call.

After a week and a half I called again and had to explain the whole problem. A pleasant lady told me she would check, and I should hold on. She was back in minutes, and she said "they" made it clear; there was nothing they could do. I asked for the name and number of who told her this and again she asked me to hold. About 15 seconds a computer survey of what I thought of OptumRx. The first question: "from 1 to 5 - 1 being very unhappy and 5 being very happy", I answered "1". The computer said it couldn't understand my answer. It tried 3 more times with the same result. Finally the line went dead.

This is a long complaint but it only suggests my real anger. Simply put, in my experience, OptumRx is the sleaziest and most dishonest business I have ever encountered (in nearly 80 years). Their refusal to correct their error (which would be easy to correct) nets them an easy $333. And proves they are simply thieves in my opinion. Incidentally, they charged me $333.46 for my medications. A local pharmacy, 5 minutes from my home checked the prices and told me they would charge $135.55. I understand why Consumer Affairs has listed 419 complaints against OptumRx.

I was terminated because of an irate caller with a situation beyond my control. Placed the member on hold after going back and forth with her about her order. Because she hung up and had to call back, complained and said I was rude. I was terminated, mind you I never had any problems with the service I provided, no attendance issues, always helping. None of that mattered. Two thumbs down for OptumRx.

The first call to the incompetent CS dept. was to fill the RX, verify the shipping address with them, and the credit card. 5 days later, I rec'd a snail mail letter verifying the credit card, then 3 days later a message was left on my phone to verify the credit card again. By now, it was a weekend so they couldn't overnight the RX to me, and I was out of it. That was it for me. Two weeks to get something my health depends on is insane. I was told I couldn't opt-out for my test strips because they are a Tier 3 (? ) product, and the idiots there (including the pharmacists) don't seem to understand that a diabetic on an insulin pump cannot use the cheapest test strip on the market.

I have explained this to the support fools at United Health Care, and of course they gave me an over-ride, that doesn't work! I know I am not the only diabetic on this pump in my husband's company (over 25,000 employees) and would like to know what kind of issues they are having. I would love to file a grievance with them, a class-action lawsuit, something/anything for them to realize what they are doing to people's health and finances. Both United HealthCare and OptumRX need to be investigated for their high prices and lack of care.

My insulin is going from $360 every three months to (at first it took them forever to finally settle on $3,500) ... then it went to $4,000 and then again to $4,500 (all that in a weeks time) every three months. Every time I call them it's an additional $500 ??? How can you not know the price of your own medication? I tried to substitute vials instead of the flexpens which should have been exceedingly cheaper.

A three month supply of vials was going to cost me $3,800 which makes absolutely NO SENSE. Of course when asked about the price of other brands/alternatives they just simply refused to answer me on what the price was going to be. I was told I needed to talk to my doctor and see what alternatives I could use. I told them I had already done so and gave them the name off the list. It was ignored and they simply refused to give me pricing information.

People will debate on either paying these extreme prices and being a burden on their families or "letting nature run it's course". I would prefer to be here for my children personally, but I have no idea how I can maintain this amount for the rest of my life - especially with $500 increases from week to week. Much less how I can save/ prepare for my children's college/future. I have worked extremely hard to get to where I am. I worked full time to put myself through college just so I could pay criminal fees to live?

I couldn't place an order and expect it to show. I had to be on them constantly to make sure it got to me. And the cost of the meds was way higher than any other insurance I ever had! OH... and the customer service staff never knew what they were doing. One time they called, told me a med was declined with the explanation, "we don't know why" and hung up. I had to call and talk to another person to find out why.

This turned out to be BS as it took another 2 1/2 weeks for the product to ship and 3 1/2 weeks for me to get the medication. All in all, I was out of my medication for 4 weeks. In order to compensate for this, I had to ask my doctor to give me another prescription so that I had something to bide me over. This is not an uncommon scenario for OptumRX. They will screw the simplest of things up. Run away from these people as FAST as you can. They are beyond incompetent!!

OptumRX says it's my Dr. office fault, but I beg to differ. I've never had any trouble with them faxing my local pharmacy. The only trouble I have is when they fax them to OptumRX. Also, the feedback form on their website is a joke. I've sent them emails and never received a reply. This has been a cat and mouse game for months and months and I am totally disgusted with them and from now on, I will stick with my local pharmacy and won't use OptumRX ever again.

When I called for the 8th time, I was told by a not very nice supervisor that the idiots I spoke with had no authority to tell me the order would be shipped UPS. I am now going to be without this medication for a week unless I get "an override" at my local pharmacy and pay more for pills I should already have. Thankfully, I have switched RX plans for 2014, and I cannot conceive the new plan being any worse and hopefully it will be better. I would not recommend Optum RX regardless of cost as the competency level of its employees are as low as any company I have dealt with in years.

When I called to find out how to return them, I'm told, "Sorry, we can't take them back," unless it was a mistake on OptumRX part, then I can't return them because I agreed to the price. What does this have to do with a drug I no longer need? They expressed no concern that I now have a drug I don't need, can't use and they want me to pay $300 for it. The confusion dealing with OptumRX and the people who gave me confusing information made it seem like they have it set up to confuse you and hope you will just give up, talking to Shekena, Kiandra, Breanna, Jaslyn, Misha, Cambry, Keishana Antonio, Jakevah without any resolution, no sense of concern about the customer.

It was clear that they did not care about the issue, they only cared about receiving the $300, they said clearly they did not want to lose the cost of this drug. I will not rejoin AARP which is condoning this obvious abuse of consumers and AARP members. I will fire United Health as my supplemental insurance as well. I find it quite disconcerting that UNH also seem to care less about the customer than about profit, Okay, well you're going to lose me and my premiums, drug purchases provide about close to $10,000 in cash payment to you!!! I urge anyone who is a member of AARP and UNH (which owns optumRX) to vote with your feet. Those who are thinking of UNH... don't do it!

I think our civil rights may be violated here in that Optum is telling us WHERE we have to get our prescriptions from IF we want to use our insurance. Furthermore, I believe there may be a business connection between Optum and Walgreens which would also make this situation illegal. Please weigh in and tell me what you think. I plan to call the ACLU after the holidays. Thanks. P.S., We've had Optum since July and I've called 19 times to ask them to send us ID cards and they always tell me they can't send them......

Her response is no I need to call again and go through the claim process. I asked why if you already see that the package will be delayed by 92 hours, why do I need to call in order to start the claim process? I asked if I could talk to a pharmacists or a supervisor and her respond is that no supervisor or pharmacists work here at the moment. I asked her to think about this. If she was in my situation why would I need to call a fourth time to get this delivery in process or the claim process since clearly Optum Rx and UPS need to sort it out. She responds it is what it is and she is not in my situation sorry!!!

Well I am going to make sure that stat is reported over this issue for not taking the right actions as well as FDA is aware of their business practices. Someone has to look over the way they do business before issuing license to these entities to handle people medications.

Called Optum RX again, got a tracking number. Was told then it would arrive on MONDAY. Had to call the doctors office again to get an override for his script to as least get him through till Monday. Called the post office to see if they had delivery set up for Monday for the tracking number I got. They said that it had not yet arrived at the post office and would not be delivered on Monday. Thank God that my dad's doctor was smart enough to give him an override for more than he needed. It did arrive here on Tuesday. I really hate dealing with mail order pharmacies. I really wish we didn't have to go through the mail.

Fast forward. I've spent 2 days trying to figure out where is my medicine. The Post Office says it appears Optum used that identical tracking number for 2 other packages from other Optum facilities going to different places. None have been delivered. I can't get replacement meds until the 17th. I will be out of Lyrica tomorrow, the 14th. By Monday, the 16th I will be in so much pain finding a pill mill somewhere is going to start being an option. Although I won't be able to drive. This is at least the 4th time they have screwed up since October with this drug. There are others they've messed up too. I spent the entire month of October trying to deal with botched scrip transfers that ultimately cost me 1K to provide myself with what I needed. I can't get it back, and none of this matters at all to anyone but me. I saw they are in a list of being one of the most hated companies in the US. No wonder.

Long story short... After about 6 hours of my life was wasted on the phone with them, I finally received a bag in the mail to return shipment. Aah - so I thought it was all over... But no - it's not that easy to make it stop. About a month later I received another bill for the generic... And calls saying they want to refill it. Seriously??? This is after I begged and pleaded for them to make it stop and to please not make me go thru this again next month. They had assured me it would be taken out of the system. I have again been assured that it is once again out of the system and that The bill will go away... But I have no doubts that I will receive a call in a month... Along with more bill reminders.

I do not believe I have ever dealt with a more dysfunctional organization (And I work closely with the US government). I have now been informed that I need to get another one of my prescriptions thru Optum mail... So I'm going back to my Dr to get another drug. I will do anything to avoid ever using them again. Maybe that's their strategic plan. Let's make this so incredibly painful for our customers, that they would rather die than deal with us??? Really makes you wonder. An organization cannot be this screwed up without putting effort into it.

Of course, I believe the excuses and lies, until I came upon this site and then it hit me, my story is the same as all the other customers of Optum. I never had issues with Medco, outstanding service. If this continues, I am going to first send letter to the company, then contact the FDA and then contact my Congressman. If we all band together, we can make an impact. Together, we can force change; alone, we cannot!

I received my package last week and the bottle of one medication is filled with residue - white powder covering the inside of the bottle. The medication is not as dense as the same brand I have been taking for 13 years. I called to ask what manufacturer made this and they said "TEVA." Never heard of them before. I got on OptumRX website and found that they receive medications from all over the world. Quality control?? I am very upset at this time. I have requested a list of ingredients from the medication they dispensed as I am concerned they put a lot of fillers in the tablets.

OptumRx has a bad reputation and I hope someone shuts them down. I may call the FDA and ask what more I can do. Why would United Health Care put their reputation on the line with this company? What's wrong with using pharmaceutical companies in the U.S.??? Oh - they also will not cover one of my medications and never contacted me. Medco had no problem cover all of my prescriptions. My advice is to find another pharmacy if possible. Costco fills for three months as well as other pharmacies. That is what am going to do. Have them my old pharmacy fill my prescriptions using their pills/tablets. No more waiting for medications that are cheaply made.

I am required to take a brand name for one of my maintenance prescriptions and they dispensed the generic stating they are a "generic drug company" per the CSR when I called. So my doctor had to refax the script which he did at 9 AM the next morning on a Thursday. I received an email at 1 pm on Monday - 4 days later (2 business days and 2 weekend days) stating they received the order, and that it would be up to 72 hours (3 more days) to process and 10 more business days for me to receive it. Counting the additional weekend time between the 10 business days we are not at over 3 weeks for me to receive a prescription via mail order. Medco took 1 week, maybe longer.

I am sitting on hold with Optum - 1st attempt they hung up on me; I don't think intentionally but disconnected me and never called me back. I am not over 19 minutes into my 2nd call - that includes the 10 minutes I sat on hold waiting to be transferred from the first person to member services. They then proceed to tell me that their standard level of service is that it takes at least two business days to receive and process the fax. In other words, it sat on their fax machine for two days before someone could get to it because per the service rep, "We receive faxes from all over the country." In other words they are understaffed and their standard level of service is as I have described above.

I continue to be on hold, 24:21 minutes and counting (remember this is my 2nd call). Service rep just came back on call to say that they are going to ship out my medication as soon as they talk to my doctor because they have a question. So they are now telling me the 2nd time my doctor ordered it he did not do so correctly. I will verify that with my doctor but do not believe it. It is 5:50 PM CST, I sat on call another 4 minutes finalizing next steps with CSR and she said they reached my doctor and are sending it out. Sorry, but you did not reach my specialist at 5:50 PM, their offices are closed.

Regardless, they now say they "miraculously" got their question answered, can process my order and can overnight my medication - ONLY due to me having to call, get angry and the efforts of one CSR by the name of Patrice. Otherwise it would have taken 3 weeks for my medication and I would not have received it before my other script ran out AND before I was traveling on business. Why do you have to threaten, get angry and push buttons to get anywhere.

I do not feel safe in this program or trust that our medicine needs will be met effectively. I feel as UHC is forcing thousands of us into some wacky beta RX program and they "hope" it pans out and saves them millions. If my medical needs are compromised by this lacking program... everyone will know including any Attorney interested.

Optum makes a profit from selling drugs to United Healthcare insureds and passes this profit along to United Healthcare. My research shows that United Healthcare gets as much as 20% of its revenue from Optum. I am an example of one person who has been battered and abused by the United/Optum conglomerate. I am diabetic and have been trying to get my insulin for the past 11 days. I am almost out of insulin. I went to my local Walgreens on October 12 to pick up several prescriptions. I was told that the insurer, United Healthcare, would not approve my prescription for Novolog 70/30 Mix insulin pens. The reason given was that I had already filled this prescription twice, and would now have to obtain the insulin by mail. I called United Healthcare and the call was transferred to Optum. Optum confirmed that I could no longer obtain the insulin from my local pharmacy but would have to buy three months supply from Optum.

No thought was given at that time, or at any time since October 12, to the foremost issue in my mind, which is whether I have enough insulin to last until I can get a mail order. No advance notice was given that I would be denied a refill of my insulin when I ordered it or went to the pharmacy to pick it up. The Novolog 70/30 Mix is dispensed in an insulin pen. Before October 12, I had been paying $60 for a box of five pens at my local pharmacy. Optum told me I would have to start purchasing a three months' supply of Novolog 70/30 at a cost of $180. When I told Optum it would be much better for me to pay $60 for each box each month, I was told that I could pay the $60 each month, and I wouldn't have to pay the cost up front, but I would nevertheless have to obtain the entire three months supply at one time, in one shipment. So I told Optum to go ahead and send it to me.

A large cooled box packed in ice arrived on October 18. What I found inside the box was regular Novolog insulin, not the 70/30 Mix I had ordered, and which I had been taking for the previous two refills. In addition, there were only two boxes of insulin, not three, but there was an invoice for the full $180.00 (60 x 3). I called Optum and explained that they had only sent two boxes and that it was the wrong insulin. As to the price, Optum told me that the two boxes of pens should last me three months. I told them this was fine, but I should only be paying $120, because that's what I was paying when I was getting the pens from the pharmacy - $60 per box of five pens. After more than a half hour on the phone (most of it on hold while listening to bad music), Optum insisted that I must pay $180 for a three months' supply no matter how many boxes of pens I buy.

In other words, with Optum supplying the medication, the price has now jumped from $60 to $90 a box, a 50 percent increase. That money goes straight into United Healthcare's pocket. No wonder United insists that I buy from Optum. Optum bulk packages and sells in three-month supply units so that the price doesn't vary if the amount of medication prescribed is reduced. If I was able to reduce my insulin usage, Optum would be charging $180 for a box of flexpens! At some point, I will be paying more for this policy than I am getting back. Optum also refused to admit its error in sending the wrong medication. I was told that their sending me the wrong insulin was my doctor's fault because he had sent Optum a prescription for regular Novolog instead of the 70/30 Mix.

After talking to Optum and getting their explanation on why I was suddenly sent Novolog instead of Novolog 70/30 mix, I called my doctor's office. The doctor did not mis-prescribe my insulin. I was told that my doctor had prescribed three boxes of Novolog 70/30 Mix with 3 refills. I believe this. I can't imagine why he would change my insulin and tell Optum instead of me. In fact, he didn't change it. Optum is simply refusing to own up to its mistake. Optum should have known which Novolog I was using because it had cut off my supply after two refills and told me I had to buy it from Optum. There is no source from which Optum could have derived the information it claims to possess, which is the prescription for plain Novolog. It didn't come from me and it didn't come from my doctor. Optum simply made it up.

While I was dealing with the problem of Optum sending the wrong insulin and watching my present supply dwindle, concerned that I would not be getting the insulin I need, Optum called me about another medication I am required to buy from Optum: Lyrica. Lyrica is for diabetic neuropathy and when I don't take it, I have significant pain in my feet. The purpose of the call, according to Optum, was a price check on my medication. I did not request a price check. Again, this was a situation where I was told by United that I have to buy my Lyrica from Optum or pay exorbitant, non-insured prices. So I called Optum and asked them to send me the Lyrica. I am still waiting for it. I had to get an emergency supply from my pharmacy because Optum was unable to deliver it in time.

Optum told me in this telephone conversation on October 21 that they would not be shipping my Lyrica because of my past due account. "What past due account?" I asked, mystified. This conversation was on the Monday after I'd received the wrong insulin on Friday! If the money was due at all (and it isn't), there's no way I could have paid between Friday night and Monday afternoon. At this point, I told Optum I was not going to pay for the Novolog 70/30 Mix until I received it, and I was not going to pay for the insulin they had sent in error. I'd mentioned this before, but again I offered to return it to them, still sealed in the plastic bag they sent it in.

Yesterday, I called Optum twice because the first time the representative disconnected me after I'd been on hold for 10 minutes. The second representative, who answered after only six minutes, told me that the mistake was my doctor's and that I was going to have to pay for both prescriptions - the Novolog I can't use and the Novolog 70/30 Mix which had still not been sent. I don't know right now if I'll have enough insulin to last until I get a shipment of the correct prescription, and Optum is insisting that I pay $360 (plus another $180 for the Lyrica if it is ever sent). If I'd been able to get it from my local pharmacy, I would have paid $60 for insulin, $60 for Lyrica, and gotten the medicine the same day I called it in. If the wrong insulin was somehow dispensed, my local pharmacist would have noticed. Right now, I'm facing a large prescription bill and it's uncertain whether the medicine will be supplied. Without insurance, Novolog 70/30 Mix would cost over $300 for a box of five pens, according to Optum. I can't afford to buy it month after month without insurance. Optum RX is making it impossible for me to even get it even though I am entitled to it under the policy.

I believe United Healthcare is violating state law, and possibly other laws, by discriminating against people with diabetes and other conditions (based on what I've read here). United Healthcare has made it difficult or impossible for me to obtain my insulin and Lyrica. United places these medications in a Tier 3 classification and requires them to be obtained directly from Lyrica's own sister company, Optum RX, so that United can make an additional profit from the sale of the prescription. United requires diabetics to purchase insulin and Lyrica in bulk, but other insureds are allowed to buy 30-day supplies as needed. United has cut off the ability of an insured to shop for competitive prices for these medications by refusing to pay benefits for medications obtained from a local pharmacy. United also keeps rebates that the pharmaceutical companies offer to consumers to lower the consumers cost, and does not allow that savings to be passed on to the insured. When an insured buys from the Optum/United monolith, that person cannot use a coupon or rebate on the price.

United's oppressive conduct is monopolistic and greedy. Optum is so anxious to deny benefits to me that it has declared I cannot obtain my Lyrica unless I instantly pay for the wrong medicine they sent, which I cannot use. In addition, I believe United Healthcare has engaged in unfair competition. United is very stealthy about its relationship to Optum RX, and I can find no mention of that company by name in the policy or any of the literature I was given when I signed up for the group insurance plan. United reportedly gets as much as 20% of its revenue from Optum, and does not push policyholders to any other pharmacy. Optum is in effect the name of a division of the same insurance company, United Healthcare. United is both selling insurance and selling prescriptions, controlling both in a way that benefits only United/Optum and ignores the needs of its insureds.

Optum's treatment of customers does not comply with the insurers' obligations to its group insurance policy members. Optum apparently has the attitude that it owes no duty to policyholders but only to itself even though it is the right arm of United. Optum representatives have repeatedly stalled, lied and made promises that are not kept. Optum has told my doctor's office one thing and told me the opposite. I believe these deceptive practices would be best exposed in proceedings to issue an injunction to prevent United from steering insureds to Optum for prescriptions. My conclusion about Optum is that it is the bad faith arm of United Healthcare. An insurer cannot act this way without being sued for bad faith. So it affiliates with a company that can engage in unfair, bad faith practices, so that United can try to insulate itself from liability. I'm looking into hiring a lawyer and starting a class action against both companies. This has got to stop!

Unfortunately, I just don't have good presence of mind and have let myself run out of my pills. As long as I have something in my pill case, I don't remember that there is nothing in the bottle. OptumRx advertises how good they are at managing care for their patients. I do not agree with that. There are a lot of people like me who can't rely on themselves to manage their own care and we rely on our clinical care partners to do so...so that monthly call is super important.

My monthly Rx costs $2200 at Optum and I am fortunate to have excellent insurance. My co-pay is only $100 AND I have co-pay assistance, so there is $0 out of pocket...I am lucky in that respect. But the nature of my particular medication is that missing a SINGLE dose can result in loss of effectiveness. OptumRx knows this - it is stated on the Rx sheets they send.

Speaking with someone on a monthly basis makes sense if you are actually talking to someone who is managing your care. That is NOT the case. When you call, you are talking to a Customer Service Assistant ("just a regular CSA" as Naomi told me today). I mean, if I was talking to a Registered Pharmacist, a medical doctor or even a Physician Assistant who was trained about my particular clinical needs... that would be one thing, but the only thing this call results in - ever - is someone saying, "Oh ok, we will send you your monthly refill." Why? What on Earth is the point? My partner receives a 90 day supply like clockwork from Orchard Pharmaceutical. His costs are LESS than mine and he has NEVER had an issue. Ugh!

To explain my stars below, Customer Service is "2" due to the policies and procedures of OptumRx, use of the automated phone line which does not seem to know what it's partner computer is up to, and failure of CSAs to document details of conversations that I have specifically asked them to document and advised them that I would call back to confirm the notes. Their team is typically very helpful - they are just doing their jobs. Customer Service is something more than a human on a phone call, so I can't justify giving this particular metric a higher score.

Wait until they refuse to send life saving drugs to you until an imaginary "retro bill past due amount of $384.88" is satisfied, when UHC said repeatedly that my deductible has been met and my co-pay manufacturer's assistance cards were more than enough for a zero copay. Wait til you ask for accountability and responsibility, and they say "we're just a call center, there is no one to connect you to" and finally, wait til they make up numeric figure after figure, justify it in flimsy ways, and say "the person you talked to before was wrong, now this is right.” I am never using these jerks again, even though my insurance policy states I must. There is a way around everything, beginning with advising the FDA of these clowns.

I am going to consult a lawyer and possible start a class action lawsuit and/or file with the states Attorney General's office to get help in getting their system fixed. It seems to me that the people are very nice and understanding but the IT system is so messed up that they are really unable to do anything but try to apologize for something they have no control over. It's a real shame the little guy gets the brunt of corporate America's so called elites screw ups. I dare the CEO to address any of these complaints themselves.

They then told me that they could only accept the prescription from the pharmacy is if they called it in. This is now Saturday. I called the other pharmacy again and they graciously agree to call in the prescription. I wait about 3 hours to call Optum to give them a chance to get their act together. When I call to make sure that the order can now be processed, they tell me that they do not have pharmacists on the weekends so even if the other pharmacy had called, they wouldn't be able to take the order!!!! So now I have to wait until Monday to see where this saga goes. I should have had this medication by Friday! This pharmacy is the worst pharmacy I've ever dealt with. How are they still in business with so many negative reviews???

They suggested I contact a local pharmacy and see if I could get it there. I did and I could but this is just horrible service. It is not like Phenobarbital is a rare drug. After three calls to clarify my options I finally reached an operator that said they in fact did have the 97.2 MG but not the 100 MG - I never asked for the 100 MG. I will now go back to my doctor’s office and have them fax another prescription to OptumRX. It is not like I have a month's supply and can wait an additional 2 weeks for the medication. This medication is used to control my seizures.

Last time it happened I spoke with a supervisor at OptumRx and she confirmed that no fax had been received. But an hour later my mail lady arrived with a gray plastic sack containing my medicine that OptumRx did not get authorization for nor did they even know they had sent it. Now, today, I am dealing with exactly the very same thing again. Only difference is this time, I called AARP, UnitedHealthcare and our attorney general’s office. As for me and my house, we are taking our prescriptions to Wal-Mart from now. True the cost is a slightly bit higher, but so much less hassle, which is also worth something to me.

Someone from OptumRx called me and said a hold was placed on my account because there's a $30 co-pay. She said she didn't understand why they would place a hold on it for that amount, so she took the hold off and told me she'd request to send the Rx overnight again. I told her that I had asked about my co-pay on the first call and was told it would be billed and that because of this confusion, I had already missed a dose. The next day, I did not receive my medication. Finally, my package arrived the day after. I opened it and it was the wrong dose (the titration pack to start, when I was already up to the higher dose). At this point, I was extremely frustrated because I work full-time and I have to be home when they make the deliveries.

I called MS Lifelines and they offered to call OptumRx with me to explain the situation. We called and told them the wrong dose was sent. The customer service rep told me that they were just following the Rx. I asked them if they received a new Rx from my doctor saying to start me on the titration pack or if my Rx was sent by MS Lifelines saying that the titration pack was given in May (6 months before). She verified that the Rx was sent from MS Lifelines. I asked her what start date was on the Rx and she verified that it was May. She finally agreed to send out the correct dose. I asked her if I would be responsible for the co-pay for the incorrect order and if I should return the medication. She said she would have to file a dispute for the co-pay and that no - I should not return the medication. I should take it somewhere to be disposed of. Someone would call me at a later date about my dispute.

By the time I received the correct dose, I had missed a week's worth of doses. The next month, I attempted to refill online to avoid their customer service and my order said "pending" for days, then disappeared. There was no notice on the website or in an email as to why I couldn't refill it online or why it was cancelled. Since I wasn't able to refill until right before I needed it, I was going to end up missing doses again. I emailed their customer service through the website and never received a response. Due to how stressful the process was, I told my doctor I wanted to be taken off the medication against medical advice because I didn't think I could deal with the anxiety of refilling it every month. The medication itself (an injection) was stressful for me as is and I couldn't depend on this pharmacy to get it to me on time.

I never received a call about my dispute. I've emailed and sent letters and haven't gotten any response. I refuse to call them again because their hold time is atrocious, you need to speak to a different department for everything, and no one seems to communicate within the company. I received a letter saying it's my second notice setting forth my validation rights. I never received the first notice, and there's absolutely no information in the letter aside from a bill attachment.

I complained to Medicare who forwarded the complaint to United Healthcare. I just got a letter back from them with an explanation that I would call LIES. For one, they said that they put through the payment difference with authorization (I now had the credit card company reject the payment) and they lied in the letter of explanation to say that I did authorize it. Isn't that illegal?

I am not sure of the law, but when you sell something to a consumer, I don't believe you can go back and claim more money for the item. This is what they did! I won't go into other issues that I have had with them, but United Healthcare needs to divest themselves of this scourge on their reputation. I don't know what the Medicare can do or is supposed to do in a case like this, but OptumRx has nearly 400 complaints against it, many of which seem even worse than mine. Ralph Nader, where are you?

I called the doc again and they said they specifically ordered the generic. They call Optum again, who admits their mistake and says they will ship the generic. A week later I get an email that says there's a delay. No specifics. I check online and there's no ship date. I call again today and there's no explanation they can give me, but they will ship the generic today, with free overnight shipping. But the updated order online shows the $1,200 medication. So... 3 weeks after this started I do not have the medication that I'm almost out of. The absolute worst company I've ever dealt with. Turns out they are owned by United Healthcare, who I have never had a problem with.

Here is the problem: #1 - They are breaking the FCC law that when a person answers the auto dialer's call, an agent is supposed to come on the line within 2 SECONDS. This is not happening. It was so bad that we had people holding on the line for as long as 20-30 MINUTES. A clear FCC violation. #2 - When the agent is connected to the patient who has been put on hold by the auto dialer, the agent has no idea who that person is. So we have to look up this order number that a VERY RUDE computer woman rattles off to us (causing me a serious mental breakdown). If you don't hear the numbers right, she repeats it, and gets ruder and ruder each time you don't hear the number right (meanwhile, remember, the patient is still on the phone having been called by this auto dialer, waiting for you).

So you pull up their order and usually the patient yells at you for it taking so long, then yells at you because we ask is this their name so they usually respond with "of course it's me, YOU CALLED ME!" So then we have to quickly find out why the auto dialer called this person, and I swear, 90% of the time the auto dialer called the patient for something we could have resolved without calling the patient and getting the order out the door. 90% of the auto dialer calls did not need to be made in the first place. Whoever decided that putting co-pay, pt questions, etc into an auto dialer that put the pt on hold for an agent WAS SO WRONG and needs to face up to their mistake, and go back to resolving the orders by working them through the system.

What's even worse is when a pt doesn't answer or doesn't call back, they cancel the order. Many of these orders are for elderly people who needs these medicines for survival. The orders will get canceled for the stupidest, most idiotic reasons, like an expired credit card on a $30 order and just so many reasons that if we were doing it without an auto dialer, we could have done the research, resolved the issue, and got the order sent out. Using an auto dialer to call and leave a message is fine, but using it to connect to an agent has been the ultimate disaster. I have witnessed many employees have nervous breakdowns as a result of the auto dialer. I got so sick from it that my doctor forbid it.

#3 - What they did to the employees. When they introduced the auto dialer, they used people who had never applied to be an AUTO DIALER AGENT or a CUSTOMER SERVICE AGENT, or whatever you want to call what this new job was. I and others were hired as PHARMACY CLERKS. It was not advertised to us in the description of when we were hired as this auto dialer thing. It was not what we were trained in and it was not what we did the first 8 months of our employment (that my particular group that was hired together was, they hire people in groups). Out of nowhere we were forced to do this auto dialer. Everyone fought it, nervous breakdowns were common, including employees crying in the trees outside, in the bathrooms, in the break rooms, etc. Most found a way out, either by finding another job within the company, getting fired, going on leaves, etc.

I was hired as a pharmacy clerk. I got my pharmacy tech license and national certification my first month there. Everyone there who got their license went on to be a pharmacy tech. When I applied, I was of course denied. Why? I spoke up. My doctor forbid it. I spoke up on many things. They did not like that. Other reasons as well. Way too personal to put on here, lol....... If they wanted to properly install this auto dialer, 1st thing, they need to comply with the FCC rules of an agent answering that call within 2 seconds. Secondly, they need to hire for it. Meaning put in the job descriptions they are hiring for an AUTO DIALER POSITION, instead of manipulating people who never applied to do that. People who maybe aren't even equipped to do that.

If you were hiring in a doctor's office for a foot doctor, you wouldn't hire a bunch of dentists and one day say now they were going to examine feet. GET THE PICTURE?? They have people operating the thing, that did not sign up for that, or not the type of people with the personality to handle that, and people who are becoming mentally ill, or like myself, I became mentally and physically ill. The stress was unbelievable. Before the auto dialer, I loved that job. I was so happy and loved the overtime and the opportunities to make money. I loved calling the patients. The difference between calling the patient regularly and doing the auto dialer is that when you are calling the patient manually, you know why you are calling, you are prepared, and you are calling for a specific reason.

#4 - Another problem is MGMT INVOLVEMENT. So, they wanted to turn the pharmacy clerks into AUTO DIALER AGENTS or CUSTOMER SERVICE AGENTS, basically. Well, they forgot one thing. Make the management actively involved in it. When a pt is screaming at us (and they have that right. We have been the one wrong the majority of the time), we are told to put up a 'red flag' and a 'lead' will come help. Well, they told the leads to try not to take the call, that we should resolve it on our own. Well, the patient is MAD. They want to talk to a higher up, so you get these cocky leads that want to walk around and talk to their friends, and they don't want to take the call either. They've been told to try not to take it, and whatever they do, don't get a supervisor involved, etc.

I have personally witnessed the longtime employees telling the person on the phone that there is no manager or they will have a manager call them back, etc. All because they don't want to deal with a cocky lead or go chase down a supervisor who prefers to sit at her desk all day or outside having countless cigarette breaks. So Janice, I am so so so sorry for what you have experienced. If I was still there, I was have taken your order number and given it to someone I knew would resolve it and make sure it isn't loaded into the auto dialer. I am so sorry for what has happened to you. The place was so dysfunctional when I started there, I was horrified. Never seen anything like it, especially how unprofessional some of the management was.

I reported my discrimination to the State of California and when the company was served, I was let go a few days later. So I have been jobless for a few months for absolutely no reason, which has caused me great financial burden and well as a loss of health insurance. I am furious. I read this page often, but I just had to respond to your posting. I will probably get some negative thing from the company for this, but I don't care. Someone needs to speak up and speak for the elderly and those who don't know about going online, etc. It hurts me so much to see the damage the auto dialer has caused to so many people and to my fellow workers.

After many calls to all levels of OptumRx, United Healthcare and my HR coordinator, the $60 copay would not be honored and promptly removed from our plan. I was urged to seek copay assistance and offered a telephone number. Being off medication for 6 months, my doctor has intervened. His staff dread the many calls they make on behalf of OptumRx members. I urge consumers to not use OptumRx. Unless your medication is listed on the "Hassle-Free Drug List", expect poor customer service, excuses and insincere apologies. OptumRx places people with my health condition in a separate category, making it difficult to purchase necessary medications. Discrimination?

First let me say the start of my aggravation and harassment began August 23, when I received a phone call from one of OptumRx customer care representatives informing me that another 90 day subscription was to be mailed shortly. I told them, "no thank you. I still have a 60 day supply left" and that I would call when I needed another 90 day supply. All went great! Oh how wrong I am! I proceeded to receive additional phone calls, Sept. 3, and Sept. 5. And all 3 times I reiterated that I DID NOT NEED THE PRESCRIPTION FILLED, that I would call when I did. September 6th they charged my account $200+ to fill the prescription. SEPTEMBER 7th, they call again to inform me that another 90 day supply was in the mail. At that point I lost it. They gladly told me that I would get a full refund, but it will take up to 7 to 10 business days, more like 14. But first it has to go through a review processes and get final approval from the accounting office. And that takes up to 2 weeks.

At this point I am livid! PLUS, WITHOUT insurance coverage, at Walgreens, my prescription cost $33 a month and at Sam's Club, the cost is $15. Why OptumRx was charging me $200+ for a 90 day supply, I have no clue. AND I have insurance. What did they bill my insurance company? This woman LaToya continued to explain to me that the end of June I signed up for the NO HASSLE plan. Whatever that is! I've been hassled weekly by them already. Therefore it's my fault and that I need to understand the NO HASSLE plan I agreed too. A No Hassle Plan from OptumRx means No Hassle. They just call as a courtesy when to expect arrival of my next filled subscription. Ya, we argued! But again, it's my fault. After all this is a No Hassle Plan I signed up for.

This morning, Sept. 9 at 11:30 am, I received another phone call from a young women by the name of Kim, I am thinking a manager. She was very apologetic, accepted full responsibility for OptumRx mistakes. She clearly understood why I felt harassed. As she said, I am not the first client to discontinue or temporally halt a prescription and she kindly stated that it seems that this situation is a departmental training and knowledge failure and issue and she will address it immediately. So stupid me, I thought the situation was managed! Oh how wrong was I! Again, I do not know what the definition immediately means to OptumRx because I just received ANOTHER phone call at 2:54 pm by OptumRx and they are sending out ANOTHER 90 day subscription.

HOW MANY PILLS DO I NEED! For a low dosage pill to control high blood pressure. Evidently a hell of a lot more right now! I am sure my blood pressure is going through the roof. Maybe that's OptiumRx's intent to fill my subscription by creating a greater need. This chick proceeded to tell me that they contacted my physician and requested a prescription update and that they are sending me another 90 day supply. I ASK ALL OF YOU TAKING THE TIME TO READ THIS HOW MANY PILLS DO I NEED! I am not a pharmacist; I don't sell pills, I do not give them away or share with friends, family or hoard these pills. I take one low dose pill before I go to sleep at night.

OptumRx not only is forcing pills I do not need down my throat but charging my account even after I say STOP! Kind of sounds like a plot for another low budget B-rated movie on the Scifi channel. The Hassle Free attack of OptumRxado or the Return of OptumRx. How about **-And-Pillage of OptumRx-ado. I like the **-And-PILLage of OptumRx-ado. It's the best description of their service. God bless you if you decide to use this service. But do not complain if you read this and still use this service. ** and PILLaged in Philly.

On Friday, July 26, 2013, I received four prescriptions from my doctor and within a day I mailed them to OptumRx in a pre-addressed envelope I had received from them sometime just prior to June 1. (I affixed proper postage.) Almost a month later, they still claim they never received it, and the customer service representative told me I should have sent the prescriptions to a Mission, KS PO box, rather than the San Diego address on the envelope they themselves provided me. How they expected me to know that the address on the envelope they provided to me was incorrect, I have no idea. A postcard to that effect between June and now would have been nice.

One would think that the San Diego arm of the company can contact the Mission, KS arm. At first I thought "well maybe they didn't receive it in San Diego," but after reading the other reviews here, I think it's just a money-saving stall tactic they're using. Now I have to take time off of work, pay my doctor to write new prescriptions to again mail to OptumRx and a one-month prescription to take to a local pharmacy for the very important medication I am now out of.

I only wish that is was possible to give them less than one star. A rating for furious rather than angry would suffice. We're not ordering flowers or pizza from them, WE RELY ON THEM TO PROVIDED VERY IMPORTANT MEDICATIONS IN A TIMELY MANNER AS THEY ARE CONTRACTUALLY OBLIGATED TO DO. Fortunately, I plan to retire in a few months and will have different prescription coverage. Until then, I'm sure dealing with OptumRx will make me sicker than I already am.

Several years ago, I ran out of medication in an area I was vacationing at so I had Prescription Solutions (at that time) send the medication to my friend's address. No problem with that until they became OptumRx. Suddenly, OptumRx started badgering my friends about this $10.00 I owed and started sending bills to me at their address. I called several times to tell OptumRx that I had never lived at that address, to no avail. When I went into my OptumRx account, that address was never listed so I couldn't remove it. I then sent then a very strong letter stating what the circumstances were and requesting information about what the charge was for. They never told me but then sent the bill to my real address which I paid. They then sent me another bill and another, all for the same charge. Recently I refilled my prescriptions on-line and received a call from OptumRx asking if they could use my credit card on file for the prescriptions. They then charged me for both the prescriptions and another $10.00!

Oh, and then there is the time that I ordered a prescription only to receive a phone call 9 DAYS LATER from their pharmacist because she couldn't figure out if I wanted a refill from my old prescription or one from my new prescription.

I am going to file a complaint with the Attorney General's office in California and I am hoping others will too. It is time for a full accounting of OptumRx financial records. From now on, I'm going to spend a few more dollars and get my prescriptions filled locally.

It takes several calls to get someone to figure it out and they refuse to send me the additional medication until the payment is made, and then they want to send it out and charge me again the full amount I have gone in circles trying to fix this with them. No one calls me to tell me they are sending a 30 day supply when they are supposed to be sending a 90 day supply and they wonder why I don’t want to pay. The sad thing is I'm at their mercy for my medication. What has the health care industry come to???

I was in a horrible car accident well over three years ago and no amount of procedures or surgeries have corrected my debilitating pain. I am only barely able to manage it, but I have had to suffer pain and withdrawal symptoms all because some low-level idiot on the other end didn't do their job/lied to me to get me off of the phone. I am not pleased. I wish had better insurance and it is really sad when I yearn for MedCo...

I have now talked to 19 people including 3 "supervisors". The latest being one called an express supervisor. Which I was told was the highest person I could talk to. Out of the 19 one person understood the problem and said to have Dr. send a corrected script and they would send me 2 more units and waive the co-pay on those and then the script would be right for the future. This was done and 2 weeks later I called again. The "express supervisor" said and I quote "There is no way that is going to happen. If you want 2 more units it will cost another co pay of $125."

I have even gone so far as to write corporate and would you believe they didn't even acknowledge my letter. I disputed it on my credit card and OptumRx sent it right back through and said it had been resolved!! At this point I think I am just stuck until the end of the year. We will be leaving AARP Medicare Complete solely based on having to deal with the mail in. I encourage others to consider leaving their current insurance if they use this mail in. Too bad there isn't a rating of zero since that is truly what this company deserves.

When I did get home they sent them to my address anyways but sent other mail to my in-laws. So I had to change my address back to right address. When I checked my cred card I was charged twice. Meanwhile, my daughter's meds was ordered by Dr (Mind you she cannot miss a pill). They lost the order. I called, they called Dr. They put a rush on it. I never received. I called again, spoke to another supervisor (3rd time speaking with one) and he said it was mailed out that day (so no rush was ever made). He said would reach me by a certain date (2 days ago) and now she has no pills. What do I need to do to get this pills? It is unreal this company and unsafe. People need to rely on a Rx company to get them the right pills and on time.

I have been taking after much trial and error a combination of the same medications for a few years now (three different scripts) after a serious car accident left me with permanent disabilities. Living in Florida, there are so many issues surrounding filling any type of controlled medication at your local pharmacy that I turned to using the mail order system available through my health insurance company that I pay a PREMIUM every month for the right to use! Only this month after two previous non-issue months of having my meds successfully filled, OptumRx after holding my scripts for 10 days prompting a phone call from me, informed me that they needed to verify with my doctor and had faxed them over a form, etc., etc., etc...

Well this is where the drama begins... I went to my doctor's office immediately to see if they had filled out the verification form as I am now out of medication and really needed the issue handled quickly. WELL... Yes, OptumRx had faxed a form to my doctor's office; however, per my doctor's direct words to me... face to face... AND showing me the actual form, that it was NOT a verification at all... It is an order that "they" the doctors needed to lower my dosages or "they" OptumRx would not fill it? They wanted my doctor to sign a blank open-ended form (OMG seriously, that would put HIS license on the line... RIGHT?). At which point my doctor in complete agreement with me, stated they are not doctors and are not qualified to make that type of determination on my treatment plan needs, further encouraging me not to put my health or trust in that type of dangerous practice. He also disclosed to me his practice has run into this time and time again with OptumRx and I needed to request my scripts back and go elsewhere!

Infuriated, as I am not on Medicaid, I do not beg, borrow or steal. I PAY A LOT OF MONEY every month to my insurance company and if they created this nightmare (OptumRx) then they could surely help me ... right? NOT!

So, I contact United Health Care directly, and was told they couldn't do anything to help me as they didn't show any issues in the system, the fill was authorized? "SERIOUSLY what kind of games are going on?" I asked her. She politely told me in a roundabout way... "They can do whatever they want to do and I can't help you as we are the same company"? Okay, so now I have requested my hard copies back and I KNOW that I will more than likely NEVER see them again, as I am pretty confident they scan them and are required to shred them afterwards... So I will be forced to now endure some serious new health issues as I am now forced to cold turkey stop my long-term meds, until I can return in a month to my doctor, that will probably have a problem helping me now as I won't have the required "you filled your meds here" information that is truly required by the licensing regulations in our country required to write a refill for this type of medication.

The moral to my story is the government, the pharmacies and insurance companies are punishing the patients that need and use THEIR OWN medications, that they legally and lawfully obtain by having proper tests (MRI, CAT SCANS, etc... tests that CAN'T be altered or such)... Not patients/individuals that abuse, sell or give away or whatever in the world criminal thing they do with these types of meds in the name of safely? So, instead of allowing law enforcement to handle the criminal elements, they are allowing pharmacists to play God, Doctor and jury to patients that are law-abiding citizens and not drug abusers.

At some point, this type of misconduct is going to cause someone to have serious complications or worse DIE from their under qualified meddling into patients' medications and treatment plans... In other words, let's say they change my meds to something I am allergic to, the doctor knows but a pharmacist doesn't as they don't have my complete medical history in front of them. They don't know the other meds I may take from another doctor (for example MAOI inhibitors or whatever... I am just trying to make a point here...) I have read a few other posts here that some are seeking "class action suits". Well, if you have luck please forward that information to me or at least post it here in this forum as I too believe it is time to stop allowing pharmacists to play doctor with our care... They are creating new medical issues and that surely somehow should fit under a "malpractice" or something! Just the overcharging of prices not in our Insurance carrier's contract should be issue enough to stop this company!

The customer service people have been extremely nice. They always think the problem is solved.... you will get your money within 72 hours. However, accounting has no intention of returning my money. Every time I talk to a representative, there is some other feeble excuse from accounting as to why they haven't refunded my money. It's gotten ludicrous. These poor reps are not even allowed to TALK to the accounting dept. They can only send notes!! Then accounting figures out another reason not to pay the refund. OptumRX makes out all the way around... They have my money and my product. I have called twice a month. I now finally realize that I will never see this refund.

I noted four cell phone calls from Optum today and called back. But it wasn't about the brand name. They were calling to "verify" that one of my prescriptions had been changed from 10 mg to 5 mg. “I'm not the doctor,” I said. “Shouldn't that be verified with him not me?” Oh no, the representative responded incredulously. “We never verify with the doctor, only the patient.” “That's dangerous,” I answered. “And if you only verify with the patient, why do you need to verify with the doctor that I indeed take a brand name instead of a generic? It seems to be a peculiar double standard and one that is exceedingly dangerous.” I got the “I understand but am helpless to do anything” response.

So again after much back and forth, she said that if I didn't verify the prescription change, it wouldn't be shipped. Fine with me. Then she said, “Oh, they've contacted the doctor, they are waiting for his response.” Meanwhile, looking at my record she said, “Oh they've shipped the brand name.” I had agreed to do the after call survey. Knowing she would get a bad review, I was disconnected and the line went dead. If the policy is to contact patients, not doctors about changes in prescriptions, think of the implications for seniors who may be alone, not aware of their medications, and dependent on online pharmacies like OptumRx for inexpensive drugs. This experience has been enough to drive me back to a responsible pharmacy with a pharmacist who relies on doctor, not patient dependability!

So this new address has been in effect for several months. This shows me that the LEFT certainly does not know what the RIGHT is doing. I am NOW OUT OF ONE OF MY MEDS. At no time was I told to go to my local pharmacy. What I was told is they would send it out immediately without cost to me. BIG DEAL. They messed up and I am without MEDS. Never did this happen with Medco. If this is how they are running a BUSINESS, I will be going somewhere else. And I believe UNITED HEALTH CARE should look into something BETTER. Just saying. I usually do not post these even with horrible service.

I have been on the phone with OptumRx for 4 days trying to resolve this issue with no satisfaction, and gave up for the weekend. I will try again on Monday. I received answers to the effect that it was Medco's fault, our database is not working, call back later, your doctor submitted the wrong information, etc. I received a call at 7:30 PM from OptumRx requesting I call them concerning an order. I returned their call. I was on hold for over an hour. No one ever answered.

I called back at 10:30 PM. The person asked if they could bill an order to my credit card. I explained that I had not ordered any medication. The prescriptions were to correct their data concerning our medications and should have been noted in my file. She said I would have to talk to pharmacist. A pharmacist was not available. I will have to call back later. I told her to cancel the order and I would address my concerns at a later time.

This company was totally negligent in preparing to provide my prescription medicine requirements. They are incapable of resolving the problems caused by their negligence. I will contact the company that pays for my benefits with United Health Care. Maybe they can resolve the issues.

In the morning, I called to confirm the delivery and they told me that the address wasn't changed. I now have to commute and stand outside my closed office until the UPS delivery arrives. They have no awareness of how these stressful situations impact your life. They have no email notifications system or any traceability. They verbally communicate and you have to take them for their word. The employees are not supported with a system to service the customer. With specialty meds, they have a moral obligation to have best practice procedures. My drug is over $3,000 a month. They are making money on my situation, and all I got was stress and adverse impact on my health.

After a few more days without my prescription having arrived, I grew frustrated and gave them a call. They confirmed that the meds were already shipped and on the way. Unfortunately for my dad, who ordered his medication at the same time as me, he was told that his medication was NOT on its way because they failed to get his birthday from the doctor's office. But nobody had bothered to call my father or the doctor's office back, so my dad had been waiting all that time for nothing! Extremely poor service if you ask me!

The lady on the phone seemed nice enough and promised to express deliver my father's medication, but this was also messed up because they shipped it to the wrong address! In order to get his medication, my dad now has to drive 2 hours away. So much for saving us money! Back to my story, I just woke up this morning to find an e-mail saying that my medication was shipped just yesterday. Seriously? I am starting to wonder if I will EVER get my medication at this point!

While my lack of medication will not threaten my life in any way, I have been miserable for weeks, and I strongly feel for the others who are having similar issues. In fact, many things about this company really bother me. Not only are people not getting their medications in a timely manner, but I can't help but wonder if sending mass quantities of drugs is really a good idea. For example, isn't giving a depressed individual 3 months’ worth of antidepressants a serious liability factor? It only confirms that insurance companies and establishments like OptumRx do not care for the individual's health and safety; it all comes down to what is convenient and most profitable for them.

I understand the concept behind this company, and in theory, it could be great. Unfortunately, OptumRx fails to provide even the most basic of services that it promises. More than anything, I just want to go to my local pharmacy and pick up my damned prescription already! Wake up, OptumRx! Approximately 95% of the consumers on this website have reported dissatisfaction with your services. And for all the others out there reading this, I strongly urge you to consider another option. OptumRx will only prove disappointing, and your health may be put at risk.

On 5-28-2013, I spent $19.75 to send a prescription to OptumRx overnight. I also sent a check for $16.00 and in the memo line wrote “for meds $2.60 and $12.50 for overnight return”. I usually use my local Walgreens to fill my prescriptions, but they were out of stock. I was worried about using Optum because in Oct. of last year, they lost my prescription but still cashed my check. This time I could find the medication nowhere close to me, and being in a wheelchair and having to use the public bus system, I figured I'd try mail order again.

On the 31st of May, I called customer service to see if they had a tracking number for my delivery and was informed that the pharmacist needed to speak with my doctor’s office so they could get my order processed. I took a taxi to my doctor’s office and gave the office manager the pharmacist ph. number. She called in front of me and was told they had started an 80%-20% policy, which meant that they would only fill 20% of whatever my extended release med was. On extended release, you can only get 60 pills (1 every 12 hrs.), 20% of 60 is 12. That would be about 1/3 a pill a day so the office manager (Josephine) told them to send my prescription back because that amount of meds wouldn't do me any good. It took them until 6-10-2013 before I received back my prescription. They kept my money (which was for overnight delivery).

I have CT scans that show one of the rods in my back is broken and requires another operation to repair. Needless to say, I've been bed ridden without my medication. I urinate in a bottle and have to wait for my roommate to get off work to get me something to eat. I've called Optum over 20 times and spoken with customer service and pharmacist on duty, only to get a different answer every time. The last answer from a CS rep was that I had to get both my long acting and immediate release filled by OptumRx. There are 2 problems with that - 1. they don't carry the 80mg long acting medication, and 2. I see my pain specialist every 28 days and from what I've read on the internet, opiate withdrawal is very dangerous and OptumRx is so slow I'm afraid of dying!

I've been trying to speak with a pharmacist to see what I need to do to use them. The pharmacist won't speak with me and says they faxed a letter to my doctor on 5-30-2013, and I should speak with him. I spent 45 minutes yesterday, 6-12-2013, with my doctor to get my prescription changed. And he informed me that his office has never received a fax from OptumRx! It is one lie after another! After researching the internet, I found on OptumRx’s website a chart entitled (MEDIAN TOTAL OPIOID MEDICATION COST SAVINGS PER PATIENT) (TOTAL NUMBER OF MEMBERS INCLUDED IN THE EVALUATION 4045, RESULTS ARE BASED ON "PER INTERVENED UPON MEMBERS").

AARP should be ashamed to endorse a company that is harming its members! What about cancer patients they're causing undue suffering!? Is AARP an accomplice or unknowing foe? So far I've filed with the BBB AND FILED A COMPLAINT WITH THE PHARMACY COMPLIANCE BOARD. Today, I'm meeting with a lawyer about a class action suit! It is my belief that the pharmacist follows the JOSEF MENGELE style of healthcare!

DO NOT trust your health to this company if you require basic things, such as timely delivery of prescriptions, prescriptions sent to the correct address, and so on. I've given them since April 2012 to get it straight. I've discovered that it is beyond their means to do so, to perform basic order processing. And when challenged about the reason for their ongoing ineptness, the answer will be very flippant. They don't understand the responsibilities that are inherent with public health providers. Stay away from OptumRx (formerly Prescriptions Solutions) as if your life depends on it, at least until there's a hopeful FDA investigation of its practices.

I work for a real specialty pharmacy and we do not make it a practice to collect money. We are in the business of ensuring that our patients maintain a certain level of quality of life. Yes, we do discuss outstanding balances but we do not HOLD a person's medications because of their inability to pay. If I miss a day, my whole quality of life can be altered in a negative manner.

Optum Rx does not care about people. All they care about is the bottom line and the bottom line to these idiots is money. No one has ever put themselves in my shoes since I have had to transfer my prescriptions. They do not accept responsibility for their actions and love, love, love to play the blame game and point fingers at everyone else but themselves.

I called again today and got about 10 apologies on how she is sorry this is taking this long and it shouldn't, but still she insisted she will forward the info to someone else and I should hear back within 24 hours! I will go ON RECORD TO SAY IF I DIE OR GET HOSPITALIZED OVER SOMETHING THIS COMPANY SHOULD HAVE GOTTEN RESOLVED THE SAME DAY, YOU WILL BE HEARING FROM MY ATTORNEY! This is totally ridiculous that I have to keep playing phone tag over something you all say is a system GLITCH!

Two days ago I attempted to order another medication. My order was accepted although their computer system was down. Given my previous experience, I called them back today and found out that it was wise to do it (my order had not been processed). So I ordered the medication again, only to get another call in a couple of hours. The reason was that my order had been billed a wrong amount, so I had to give them my credit card information once again. I hope and pray to get my medication. For OptumRx's knowledge, confirmation number is **.

The continuing issue is that Optum will not approve coverage for the dosage I have been taking for 10 years and is working best for me. The medication is a patch used every 72 hours. For me, the medication was wearing off between every 48 to 60 hours. My MD changed the dosage to half the strength and told me to switch the patches every 36 hours. In essence, same overall dosage in mg. Optum will not approve this Rx and states the MD needs to obtain the approval and they can't say how long this process will take. When I spoke to the Optum employee on the phone, she couldn't or wouldn't do the math or offer any assistance and lacked any empathy about the time frame and issues I was encountering, except to tell me to have my doctor call another number and fill out a form and fax back. My doctor is not big on this administrative hold up and didn't want me to miss any dosing so in respect of timing issues wrote a new Rx for the full strength to take every 72 hours.

I returned to the pharmacy and requested brand name to be special ordered as I always do to receive the Tier 1 pricing. However, the pharmacist told me he can't get the drug in this dosage as it is out of stock everywhere. I had to get a generic quality patch and pay the higher copay. It appears this generic patch saved Optum quite a bit due to the lesser pricing and me chipping in the larger copay both not my choice, and I followed all of their ambiguous rules. I asked the pharmacist if the required Tier 1 medication is unavailable, would Optum make approval for generics for the same price? He told me no.

So now I 'm stuck with medication I paid 6 times more for; I'm miserable as it keeps wearing off early, and now this generic medication does not stick well, falls off early and is irritating my skin. Especially as I have to keep adding band aids, medical tape and the like to just keep it on much less the product not lasting as long as it should. To me, once again it’s about Optum/UHC only considering their bottom line and not the reality of fair and proper patient care. Some big conglomerate making medical decisions for a patient they know nothing about. We all don't fit in the same box, UHC. Shouldn't the patient's MD decision count for something? That MD is the one we sit before, has examined us, seen and talked with us and should be the one making the ultimate decision for our care.

I waited another 10 days - nothing. I called again - "Well, how do you want to pay?" Duh, with the card you have on file - "Okay." I waited a week and still nothing. I called the doctor's office and they went after them. They are supposedly sent today. Insulin is not something I can live without and I need the supplies for delivery. I am a T1. Grrr, this is so unethical in so many ways! Give us what we need to survive!

After that, I asked them where my prescriptions were and they stated on one call that they were sent back to me on 5/14/13 and another phone call on 5/18/13. I was told they were mailed on 5/17/13. I'm going to see my doctor today, 5/21/13, and do not have the 90-day scripts to return to him and have no idea what he will do. Optum RX has zero customer service and I will be changing plans even if I have to take a financial penalty. This company is garbage.

When I called to refill my prescription, according to the date they gave me, they told me O.K. Two weeks later I called to check on the status, only to find out they had cancelled my order saying it was too soon to refill. When I pointed out that it was not, according to the documents they sent me, they admitted it was their error and said they would rush the order in 72 hours. I called 48 hours later to check on another order, only to find out they were out of stock of Zomig and weren't sure when they would be able to fill my prescription, a problem I never had at CVS. I never received a phone call in either situation. If they can't process the orders in the mail, let the pharmacies do it. It isn't cheaper for me to go through OptumRx, just more of a hassle.

I am paying the same price I paid at Walmart and the service sucks. I hate OptumRx and will tell anyone I meet not to use them. They care more about money than the lifesaving medication they are selling.

The other medicine they are saying something about is that they don't like the MD writing 1-2 tabs every 4-6 hours, although this is standard on the FDA site. The pretend doctors, pretend pharmacists, and everyone in UHC aren't interested in sick people, the elderly or unfortunate, just the mighty dollar. Whenever a call is made, the records are not shared between the pharmacist, the prescribing doctor, and the customer, making coordination difficult. The staff can also barely read from a script, much less think, and at times use out-of-the-country call centers that have no idea about what goes on here or knowledge of US healthcare.

This is the reason why you read to not order mail order drugs, you don’t know if you are really getting the best quality that you need. Probably not, as it's about being cheapest; that is if you finally get your medicines. Watch out counterfeit drugs! This company's interest is only about preying on the little people. They will continue to get away with it unless we all take a stand about insurance companies raping citizens and the Medicare system, and putting billions in the CEO's pocket. When was the last time he saved a life?

I feel insurance companies are our next banks or Wall Street, begging the government for handouts after they're finished with the little people. I don't have a Medicare plan yet, but to read what these seniors are going though to get their needed medications is atrocious. UHC gets payment from Medicare to care for these patients; however, they would rather keep it than care for them. Shame on you AARP for lending your name to this company! I thought better of you. If you see UHC or Optum, run the other way. They'll prey on you too!

We switched to Optum Rx just this year, and they are the worst! We never had a problem with Medco, ever! You just wrote a good review for them because they are your employer, but they won't be around too much longer hopefully! They are a terrible company with no conscience and are just out for the money! A used car dealer has a better conscience than Optum Rx! I'm going to complain to Medicare about them too, because they took advantage of Medicare, big time, when my mother had them with Medicare!

I've sent OptumRx a power of attorney document so that I could do business with them on my mother's behalf and they have "lost" it twice. So I visited my mother and we called them together so that she could give them verbal approval for me to act as her agent. The next time I called OptumRx, the agent couldn't find the record and refused to talk to me, until I finally lost it and started yelling. Then she checked again, and hey, there it was. I've submitted pages of receipts and reimbursement forms, at least twice. The first time, all the paperwork apparently just vanished. I never heard anything about it from anyone. So I called and was given a different address to send it to. I just got the second attempt back.

Apparently, the receipts from Pharmerica stating the cost and amount of each medication are not sufficient proof that my mother needed and received prescriptions for the medications listed. (She still takes all these medications regularly, and OptumRx covers them.) Nonetheless, OptumRx needed the prescription numbers - from June, July, and August of 2012. And I needed to resend every last bit of paperwork that I had already sent them. This is so clearly a company with one goal: making as much money as they possibly can from sick, old people that can't defend themselves. I'd love to have this matter pursued by an attorney, but I'm not interested in throwing any more money away. If anyone knows how I can get my mother's money back, please let me know.

Also, generic antibiotics have suddenly been moved from tier 1 to tier 2 or 3. I just paid $45.00 for 20 Doxycycline. Since changing from Prescription Solutions to OptumRx, the prices have gone up and the service stinks.

When it arrived, they had billed me for it again nearly $1,300 co-pay. So I had to call them again and explain that I wasn't going to pay twice for meds delivered to the wrong address through no fault of my own. What a bunch of cowboys these people are. But I think they ship from an Indian reservation, no offense to the Shawnee. Needless to say, I'll be filing a formal complaint with the New York State authorities. If they're not more careful, they may kill someone with their negligence.

This multimillion, big pharma corporation makes record profits each year. They hire friends and family for key supervisory or lead positions. No opportunity for growth and ** get to lag around and go everywhere. ** princesses sit on their ** like Merari every 15 minutes talking to pharmacists, supervisors and leads while other pharmacy techs are busy working their ** off filling out prescriptions! No wonder back in 2000 the veteran pharmacists tried to get on 9/11 a union formed, but they started to bring their big lawyers and scared the ** out of the old fart pharmacists thinking they won't lose their jobs and began to force them to commute from San Diego to Costa Mesa, CA, which if you are a parent is cruel and worst if you have a life.

Seek justice, educate yourself and make meetup groups for communities of actions. They cannot violate your labor, consumer rights as well as your constitutional rights! Resistance is futile! I even helped them to fire a person who was breaking every law in the books and all I got was a miserable thanks. All they care is their profits and numbers. They will gang up on you if you speak your mind or ask to be treated fair! You will reap what you have sowed!

My most recent interaction was yesterday. I called for pricing information on a new prescription. Customer Service representative Kelli kept putting me on hold as she checked... and checked. At least fifteen minutes later, she told me that the drug was not covered. At that point, I demanded to speak with a supervisor. Yes, the drug is covered and has a $10-copay. I absolutely detest this company. I found this "tweet" online: "#medicine, #medication, #aarp, #unitedhealthcare OptumRx sucks big time... If you can't read or write, they are hiring."

Now, also we get that you're angry and pissed off but yelling gets you nowhere. We are trying to help but with you yelling gets other advocates stressed. Now for me, I really could care less if you yell because I deal with it every day and I've probably been cursed out by some of you and I still treat you with respect. If there are delays regarding something needed from your doctor (who by the way to some of you don't make mistakes), our fulfillment center pharmacist do in fact contact them. If they don't get a response by fax, they call. These delays are caused by your doctor not responding. Your doctors are not perfect even if you think they are. If you guys want us to send out exactly what the doctor writes, hey fine by me, but don't go ** when we only send you a 30-day supply or the price is way too much because maybe the doctor wrote an insane amount of patches to be sent out. These things need to be verified for your safety.

If there is a drug interaction with a new script you have and one you are already taking, we want to make sure your doctor knows the risks. If you guys are up for dying because we verify or need too much info, that's on you not me. Also I would love to express this: don't call your doctor or us when you have one pill left and get all pissed off because of the turnaround time. It's your fault not ours. It's funny how it's okay that you can play with your life and health, but when we need to verify something for your safety, you get all pissed and call in to **. Hey, we rather be doing something else than hearing you ** how I'm killing you and I'm a ** because you waited until the last minute to refill your scripts or call your doctor.

So on that note, new prescriptions sent in by your doctor (even if you had them on file if the doctor needs to send it in again it’s considered new), that is 10 business days refills 7 business days. Also, if you are going to a winter address or back to your summer address, please call and let us know. We are not mind readers or psychics. If your doctor calls in prescriptions and you haven't updated your address, guess where it's going? So to avoid ** for sending it to the wrong address, please let us know where it's being shipped to. Also we are not your insurance, so stop telling us we are. We are a mail service pharmacy.

Also, stop telling us we called you and get mad when we ask you to verify yourself. Those calls are usually automated and like I said before, we are not mind readers or psychics. We don't know you just received a call from our automated. I love asking "How may I assist you today" and the response I get is "I don't know. I didn't call you. You called me, you should know." Nope, sorry I did not call you. We're usually talking to you for the first time. Well, I will go. I have to hear more of your complaints live tomorrow.

I put off calling them because it is so frustrating. This is just the phone calls. Never mind that I was told initially I would be responsible for the cost of everything (over $1,000) a month for my prescription. They finally got that corrected. I think overall I have talked to them more in the first 3 months since switching than I did with Prescription Solutions.

The customer service rep informed me that the refill process was delayed for 6 days while they contacted the doctor to get approval to use a generic from a new drug manufacturer. Obviously, when the voluntary formulary permitted box is checked, there is no need for this approval process. In the meantime, my husband is taking his last pill today. I do not believe that the delay was for the reason stated by OptumRx. I suspect that there was a supply problem and that Optum is covering up that fact. In fact, I believe that Optum found a cheaper supplier and that the supply had simply not been received by them yet. This is nothing but increased profit-taking on the part of OptumRx, at the risk of the health of the patient.

When is some law firm going to start a class action suit against this pharmacy for their depraved indifference and reckless endangerment of the patients/insureds? This is not the first problem I have encountered with Optum. It is only the most recent. I, like so many others, will be having all my prescriptions transferred to a preferred local pharmacy, with additional out of pocket costs, but with improved peace of mind about being able to obtain needed medications in a timely and safe manner.

On Monday at 11:30, I called and they told me that everything was scheduled to go out that day. Later I called to make sure the prescriptions went out because we were now officially done with our previous month's refill. I was told that because they reached their maximum capacity of shipments that day, my order would not go out until Tuesday. Now we are left with no meds for 2 days. I wish I never had to deal with this highly incompetent company again. They are completely unprofessional and it's unacceptable for any prescription company to act like this. And let me not get started with the extended hold times, sometimes more than an hour.

They denied and after hours of calls, they decided they needed pre-authorization (involving a doctor interrogation) despite having an open valid prescription on medication I've been taking for years and which they've previously filled. They could easily have done this on their own. I got so fed up because I feel like the excuses are unending that I got through to a Morgan Stanley advocate who has been working on this for a month and has gotten a similar runaround. Today, he called me excited that all has been worked out. I called to get a refill and it was denied. I called him back in tears. He spent several hours, and it appears that they even misled him because it is not resolved. This is disgraceful. And some day, I feel confident that it will come out that OptumRx has a playbook for denying expensive medication.

I received one of my three prescriptions, (first class, this is rush shipping?) and the tracking number on this package was not the same as what they posted on the website. So, I have received only 1 of my three prescriptions, and it is mislabeled with the wrong tracking in the website, and my other 2 prescriptions were supposed to be delivered today, but of course it is Saturday and I have already received my mail for the day. This is the worst mail prescription service I have ever seen. The company I had previously made entries on their website the day they received my prescriptions and I had it within a week; the longest was 10 days just once. Why OptumRX cannot keep things straight on the website, or why they do not contact me with a phone call or email, is beyond me. I can't wait to get out of this mess and I hope AARP opens their eyes to the kind of company they are affiliated with. I will be afraid to use any service offered by AARP after this experience.

I have to be on my toes to order as soon as possible and hope to get my order on time. Even when they ship very late, they ship ground UPS. I have to do all the work to compensate for their shoddy service and spend more time with online orders than it would take me to order locally. My local pharmacist would never make me wait even two days for a refill.

Finally, I was able to speak to the pharmacist and was told this was their standard one size fits all bottle and there were no options to have properly labeled prescription bottles suitable for packing - the pharmacist actually said, "Maybe you should use your neighborhood pharmacy." This may seem quite ridiculous to some but Optum Rx just lost a customer because it is important to me.

My attitude was ** it - I don't care about the script we were "supposed" to follow and always went above and beyond to help customers with their medications, even if it took me hours and hours to do it. We are also told we must answer X amount of calls per day and must explain to supervisors why we went over and how long we were on a call, or why we did not answer X amount of calls per day. This is ridiculous. There is no reason any customer should be on the phone for hours and hours and hours on end to get their prescription. No reason people should have to wait a month to get the medication they need. This company should not be the pharmacy contracted with United Healthcare and UHC should be ashamed that this is what they have settled for. Somebody must be making an awful lot of money off this arrangement because I can see no reason why they would continue subjecting any of their insured to this ongoing garbage month after month, year after year.

This is just a plain bad place to work and a bad place to refill medicine. Everything you are reading on here - every complaint - is true. I know that because I saw it firsthand, everyday. I have no idea if there are lawsuits against OptumRx but there should be. I have dealt with people with chronic, life threatening conditions, who did not receive their medicine on time or did not receive it at all. This is not acceptable. Yet we, the customer service reps, get slammed and marked down if we try to reach out to customers to try to get everything fixed for them! We are told to follow the script and get off the phone in X amount of minutes and that basically they will have to call back if we can't resolve the issue immediately. Good luck dealing with Optum Rx. My condolences to you if your plan states you must use this horrible pharmacy. And if anybody from UHC is reading these comments, wake up and do something about this mess. You should be ashamed that this is your contracted pharmacy in the first place. This place could cause the employees themselves to be medicated, but would we even get our meds on time? I'll bet not.

When you call them, you are informed that they need payment information. If you call them to place a prescription order, they erroneously input the wrong type of credit card, and then the order is denied. You only find out much later, after you call your bank, that they never filed a credit card claim, and you have now wasted 45 minutes trying to figure out their mistakes. They are lousy, and I will use any local pharmacy in the future if I can.

When I called Optum back, they told me that it didn't matter what United Healthcare said about the costs and that Optum has the final say. They told me that Optum has a contract with United Healthcare. It was not fun to be in the middle of this when I was trying to get my immunosuppressant medication for my heart transplant. So I called my husband's employer's benefits person to try to get the facts. I was put in touch with a sales rep for United Healthcare and she said she would take care of it. A day or so later, I called Optum again and got this Britney after I had been on the phone for 1/2 hour. She told me that all of my prescriptions would be free for the next year if I called the Patient Access Network Program (which I don't qualify for and was another waste of my time). This Britney shouldn't be giving members false information like this.

Then I called back and got a Latasha. I asked to speak to the manager. Well she gave me to Jeffrey from the management team and he looked into the notes and asked me to call back later that day, and the order should be placed for the remaining 60 days and there would be no co-payment on my part and that I'm to tell the next representative to look in the notes. In the meantime, I had received an automated call from Optum Rx and when I answered the phone, I was supposed to wait for someone to come on the line. Naturally I waited. Well after 45 minutes, I hung up and called them back. I got another young woman, who had no idea what was going on with my order. So I asked to speak to the manager again and I got Rojelio this time.

I told him that Jeffrey told me to call back and that they should have my order all straightened out and I shouldn't have a co-payment. Rojelio started to get into a shouting match with me and told me that what Jeffrey told me wasn't a guarantee. It was more of a wait and see what they say. Rojelio put me on hold and when he came back, he told me that they will meet me halfway and reduce my co-payment in half. What? Who does business this way? My policy information should be in black and white for them to see. There's no negotiating.

In November, I sent them a complaint via email and I haven't heard a word from them. Last week my nurse practitioner needed to cut the dose of my medication so she got in touch with Optum last Friday, 2/15. I still haven't received my transplant medication yet and today is 2/20. They had told me that they make it a priority to get the specialty drugs out immediately and they are local. I still haven't received them. I'm not happy with OptumRx.

They want each call to be under 5 minutes. They completely micro-manage the employees to the point of nervous breakdowns. The more customer service they give to the members, the more their ranking as an employee goes down, which affects pay and also the shift they can choose. The calls are usually back to back since they don't want to hire enough people. I feel so sorry for the customer when all they are trying to do is get their medication. OptumRx does not supply its employees with the tools necessary to do their jobs. They treat them like they are disposable people in a bad economy and they get every penny's worth out of them.

The employees have to juggle many different applications at the same time just to get through one call. And the systems are completely slow. I mean 3 or 4 minutes waiting to open an application so we can tell you the information you need while the clock is ticking. None of the systems are connected in a way to give seamless customer service. Every call is a battle between the customer's needs and the company's requirements. The employees are just stuck in the middle trying to keep a roof over their head and stay out of the unemployment line. If any little thing they do is not within certain guidelines, the employee's name falls onto a report and is quickly criticized.

Never do they say "good job" or "thanks for being a workhorse" that provides his paycheck. Never! So please accept my sincere apology when your order gets lost, when it is sent to the wrong address, when they fail to call when there is a problem with your order, when they refuse to contact your doctor, when your order is 4 weeks late. They are only doing their jobs.

When the order had not appeared on my account online by Feb. 4, I phoned customer service, who said they had received my order and I should receive it by week's end. On Feb. 7, the order finally appeared on my account online and the brand name drug showed as being filled by the generic. Customer service immediately said it hadn't been designated to fill with brand name, but I told her that this was simply untrue since I had a copy of the prescription in front of me. She then said she would change the order and it would be sent right away.

On Feb. 11, the online order showed the correct drug and customer service told me they'd send it as a rush order at no charge because of the long delay. On February 14, it still showed online as not shipped. Customer service said this continuing delay was because they'd contacted my doctor about the non-generic, which was untrue, because I checked with the doctor and his office today. When I spoke with OptumRx on Jan. 17, pointing out that I will be completely out of my drug by tomorrow, they said they had no explanation as to why it was not shipped except that it was "in process." When I asked for a supervisor, I was switched to a person, who told me they have no way to check on why the order is still delayed and no way to clear it up.

As of today, February 19, my online account still shows in process and not shipped. I will be changing all of my prescriptions to a local pharmacy, which will be costly, but at least I will no longer be dealing with people who are clearly inefficient at best and at worst, appear to be deliberately dishonest sometimes. I am very disappointed that AARP associates its name with these people.

My son's physician says he must take this pill daily. If I were to rely on OptumRx, that would be impossible. He would have missed over a month of medication. OptumRx, you are not doing your job - plain and simple. Shame on you. Luckily, I have the option of using a local pharmacy, which I will do. I also plan to notify my company about this experience. Many of the people here are bound by their plans to use OptumRx. My sincere sympathies are with you.

They don't give us good training so most of the time, we don't even know the answer to your questions. Please don't cuss and scream at me about your co-pay. That comes straight from your insurance plan. It's not my fault the previous agent gave you wrong information. This is the first time I'm talking to you (and see above comment about training). I do my very best to give good customer service but if it comes to me keeping my job and being able to feed my kids and you not getting your medicine, guess which one I'm going to choose. I'm sorry for the customers. I don't like my company either. They treat us terrible and their demands are not meetable. If I were a customer, I wouldn’t use OptumRx either. All they care about is the people at the top making lots of money and it sure doesn't filter down to us.

And by the way, we have no way of knowing which callers decided to take the survey. They do record all the calls but it is to grade us on quality (which is how well we followed all the conflicting rules). If you follow rule A, you are breaking rule B. If I try to be nice to you and it takes too long, I get written up. Sorry. I agree with you and I wish it was different. My stress levels are through the roof and I can't wait to join all the other people who have found other jobs. Until then, please stop screaming at me. It's not my fault.

Today, they said they needed a second authorization. Really?! I was on the phone today with Optum for 3 hours and finally was told since both of them are tier 3 drugs, I can only get them through their mail service. (Sigh) They admitted that they could tell by what was documented in my computer record that I was not told this before. They suggested I tell my doctor not to prescribe me any more tier 3 drugs. I know what he is going to say next time I go in and it won't be pretty. I am still shaking my head. The rep I finally got at the end of my call today was able to do an override, so I can have a few through the pharmacy until I get some through their mail order which who knows when that will be and my co-pay for a 30-day supply is $105 which is over twice what I paid with Medco. I told them if I run out before it gets here, that I will go straight to the emergency room and that will cost them a lot more money. That seemed to make them nervous. (Sigh)

I called OptumRx back and have to go through entire nightmare again, re-identify myself to five or six different people, have six or seven transfers, argue with new people who have apparently no authority to do anything other than create disgruntled customers and still no resolution. They refuse to do anything about it because they tried and it was refused so they can't do anything else. They can; they just won't. They obviously didn't do what they said they were going to do the first time; otherwise, I'd have my medication transferred. Over six hours on the phone with these lowlifes and still no resolution. I shouldn't need my doctor so I can get a new prescription. I have one already! It's just being held hostage by these power-mongers.

The next month, there was zero patient education regarding their processes. I was expecting an automatic refill (like Walgreens) and suddenly was told that I have to call every month. I had 3 more days of no medication (at this point there have been health effects). In month 3, medications were shipped and received the day before Thanksgiving. It was like pulling teeth to get the customer service person to understand that I cannot take one medication without the other. The poor people on the phone are completely uneducated to do their jobs. This company does not equip their employees with the necessary tools to do their job.

In month 4, medications were shipped with "signature required" even though I specifically requested "no signature required". I had to go 3 days without medication because it was Christmas Eve when they were supposed to show up. I had to wait for the UPS facility to open to get the meds. In month 5, I ordered medications over the phone; they showed up 4 days late because according to the customer service rep, I didn't order them on time. I was unaware the date for refill was printed on the bottle (I mean really, who actually reads all those numbers on the bottle... lesson learned, my fault).

In month 6, after the month 5 fiasco, I did exactly what the customer service rep said to do. I put the refill date on my calendar. I went online to refill the prescriptions. One showed up, the other did not. I received a confirmation email that the meds were ordered and being processed. They still haven't shown up (15 days later). I called OptumRx and they said the order was canceled. No phone call, no email, no letter. The customer service rep then told me that I can't order specialty meds online (even though I successfully ordered one specialty medication online and it showed up). It's pretty bad when the people on the phone have to tell customers to circumvent the processes of the company so the patients can get their medications on time.

This is the worst company ever. They have terrible customer service. Their processes are inept. They do not care about the well-being of their patients. If you have a choice, do not use this provider. I will be writing to my Congressional Representative and reaching out to local service organizations to lodge my complaint and bring to light these issues. I know I am not alone in dealing with this.

The representative told me that “Fax does not go to our department”, but finally she was able to find it. While the customer service reps were polite and friendly, the company and their systems seem designed to prevent dispensing of expensive medications. Why are the phone numbers on their website, dispensed medications and forms wrong numbers? Why do they not provide the service they claim to both verbally and on their website? I have been in the healthcare industry as a practice administrator for 22 years and have never had such an issue with any local pharmacy. I cannot imagine how anyone that does not know how to navigate the system ever gets a refill. No wonder my patients are so frustrated.

I'm inclined to believe that this is basically a "bait and switch" scheme. They must make more profit off their own strips, and after a short period of time, they try to get you to switch to their in-house strips. If I'm right, this is probably illegal and could be prosecuted along the lines of what happened to AmMed which agreed to pay $18 million as a settlement.

This afternoon, I checked online after calling for refills last week. The CSR told me last week there would be no co-pay. Today, my order shows "in process" and total of $958. I called and talked to the CSR and supervisor who told me my coverage again showed terminated. The amount is electronically taken from my bank account each month, and it has been withdrawn for January! I have never terminated this coverage! The supervisor asked me to check back later! (Why can't they call me?) I'm going to my Publix Pharmacy tomorrow and transfer the prescriptions! I hate to pay more, but it'll be worth it not to have this aggravation each time! I can't believe this company can stay in business if they treat too many of their customers like me! I've had enough and I'm usually a very patient person!

When I logged on again the next day to try to place the order, I found that the order somehow had actually gone through the day before - although I never had received a confirmation email nor had I gotten to the screen prompting me for a method of payment. The order status said "in process" and the delivery date said "none specified." I also saw that a generic Valsartan had been substituted unbeknownst to me. Both the brand name drug I have been taking for years and the generic they substituted have a co-pay of $125. How they could call the drug they substituted generic is a mystery to me.

I would never order a three-month supply of a generic drug or any drug I had never taken before getting samples from my doctor to try or I would purchase a month's supply first to make sure my body would tolerate the drug without any side effects and also to ensure the new drug had the same results as the previous drug I had taken. I called OptumRx to ask how the order went through in the first place, why they substituted a generic drug without notifying me first and to cancel the order. But I was told that it was already mailed out. Both the customer service reps and the supervisor were very rude and not at all customer service-oriented! They said I could not refuse delivery nor could I return the meds even if the tamper-proof package was still unopened.

They also said if a generic drug is available, they have a right to substitute that generic drug unless the doctor specifically states on the prescription not to substitute a generic. This generic drug came out after the doctor had written the original prescription several months ago that was refillable for a year. At the time he wrote the prescription, no generic was available for the drug I had been taking for years.

I am disputing the charge with my credit card company and have filed a grievance with UnitedHealthcare and now with Consumer Affairs.

Our medications are something we have to take every day and rely on to keep us healthy. My Walmart Rx tried to warn us about mail order prescriptions, but we really need to save money; and that's why we choose Physicians Health Choice. We are totally at the hands of a company that needs better management or changes made in the way they perform their services.

After speaking with an extremely rude customer service rep, I emailed them. They apologized and stated that was not their normal customer service practices and would overnight the 2 prescriptions.Another week went by and we had to contact my father’s doctor to get a couple days’ supply as they did not overnight anything. The medications finally arrived almost 3 weeks after ordering. Well, the third time is a charm and I just tried to have 2 more prescriptions filled. And again, I went back this evening to check the status. They had not done anything but placed a notice on the prescriptions to please contact them.

I had not received an email or anything and would not have been aware there was a delay if I had not gone back on the site. When I called, they stated that they showed my father’s insurance had been cancelled. Well, he is on Medicare which does not routinely get cancelled, and he also has secondary insurance that has not changed. Another phone call, rude service and we'll see when he receives this order. Needless to say, OptumRX stinks, has poor customer service, rude representatives and crappy business practices. I would like to find a different online service but we are also with United Healthcare.

I feel like any pharmacist that was interested in customer service would have contacted me before filling my prescriptions. I know what they did was not illegal but was it fair to all concerned? I think not! Imagine if they did that to a few thousand customers and how it would affect their bottom line. There is something to say about doing business locally, where they have to look you in the eye when talking to you. Save your self some pain and find another pharmacy. Thank you for reading!

I filed a complaint with United Health and suggest all of us having problems with Optumrx do the same so the insurance companies can drop the contract and find a company who can handle our orders. These people are incapable of filing prescription in a timely manner. Their company policy is backwards. Customer is always wrong and Optumrx is always right. I feel bad for those competent managers who have to deal with rightly so angry customers. Can you imagine having their jobs? I can't!

It appears to me that those who generate the invoices either are incapable of reading emails or choose to ignore the content as we have the Resolution Specialists read back to us what they are sending to invoice people and it states clearly what we need on our invoice. Yet when the invoice arrives, it is just like every other one and lacks the name of the drug (Remicade). They simply show what is owed. When OptumRx was Prescription Solutions, it was a hassle getting what we wanted but two to three calls would resolve the problem. To date, we have made in excess of a dozen calls to no avail. In addition, we have sent multiple letters and emails to any address at OptumRx and have not received a single reply to these.

There are many of us who rely on RemiStart. If we are not able to provide RemiStart with the documentation that is required for RemiStart, then we will be forced to forgo this life saving medication. I fail to understand what is so difficult about listing the name of the medication on the invoice under the description section. We will continue to work with OptumRx as well as explore other options including the media to resolve this issue.

By some miracle and a nice lady at UMR, we got the birth date corrected. OptumRx deleted the incorrect account, however, did not move any of my prescription information forward to the new account. I cannot order refills online. I have to call every time I need one, only to be told that my physician has not faxed any orders in. All of the medication orders have been faxed 3 times (thank goodness my doctor is willing to do this) and I still cannot access any prescription information to review or to reorder. I had brain surgery in September 2012 and several medications are very important but that is not the point. Even if they were vitamins, my physician has ordered them, OptumRx has a contract to provide this service and they are not taking care of their side of the agreement.

BYW, I love the guidelines for writing reviews. No personal insults. I guess that wouldn't include the person in customer service who asked if I was sure my birth date was incorrect. After 58 years, I'm reasonably sure of my date and year of birth.

I am out of medication, the specialty reps are not answering their phones, and I am awaiting a return call from a supervisor. We shall see if I get a return phone call, but as of now my crisis has gone callously ignored. If anyone from this company reads these posts, can someone please contact me ASAP. You have my contact info on file.

Perhaps they will get their act together one day, but in the meanwhile, how many customers have to suffer? Moreover, does anybody at this company care? I am thoroughly disgusted.

I discovered this after waiting for 2 weeks. Prior to that, an order for colitis medicine had to be refaxed 3 times from the physician before it was finally filled, and the process took one month. The ill-trained help, no service whatsoever, misleading information, the long wait when dealing by phone - I've turned to my local pharmacy and am paying the extra costs.

Even though I had already decided to divorce myself from this prescription service, the final straw was due to a double deduction for 1 prescription. After a week with 2 phone calls, 1 email from me, my account was credited (due to the double deduction). I changed insurance plan in hopes of getting away from them - I'm not sure about this now because it appears that OptumRx is taking over some other mail order pharmacies. In spite of saving time and a little money with the OptumRx choice, I may have to put in more time and more money.

A doctor covering for my physician placed an order for my insulin. He turned out to be as incompetent as Prescription Solutions and prescribed the wrong insulin. It took Prescription Solutions almost a month to send it. It was wrong. A new prescription was submitted and I still don't have it. Today is 12/10/2012 and I ordered my insulin on 11/9/2012. I'm diabetic and have gone without insulin for 11 days now. It said online that it was shipped on 12/7. It was not shipped on 12/7. I was told by a phone rep that instead of using mail order, I could use a local pharmacy. A lie. I can't do that on my plan. The reps have only first names and last initials so you don't know who you're talking to. The supervisors are the same as the reps.

They put through two unauthorized charges to my debit card after I was assured that they had removed all of my credit/debit card info. When I complained, they said it would take 10-14 days to remove the two unauthorized charges. I didn't see why I should have to wait. They didn't wait. I filed a dispute with my bank and it was credited back to me. It's not the amount. It's the principle. They're liars. It's a bad company. If they could provide quality care like another mail-order pharmacy I had in the past, it would be a great deal. They can't do it. All they can do is apologize for the inconvenience. They are not in the healthcare industry. They sure didn't take care of me. There's more but I have to gather my thoughts.

I cannot get another pharmacy to provide the medication. I also do not qualify for Biogen Idec's patient assistance program since I am fully covered through United Healthcare. I am very thankful that not having my medication will not end my life. Nonetheless, without my medication, I have found myself unable to function on a day-to-day basis. I have noticed an exacerbation of fatigue, weakness, pain, balance, walking ability, MS hug, and myocolic jerks. I am definitely suffering without my medication, and it does not seem that I will receive relief any time soon.

I very much appreciate this burst of effective customer service. I am updating my rating to three stars and will revisit this in the future when I am certain that the problems I have been experiencing are indeed a thing of the past.

Original Review: Dec. 7, 2012

I can echo the recent experiences of Bonnie or Bill of Green Bay, WI, and Pat of De Pere, WI. Apparently, there is total chaos in the OptumRx order department since before Thanksgiving. Their website and mobile app (Android) report different information, and neither seems to be accurate. A call this morning to a customer service rep has so far led only to a referral of my case to a supervisor who is to call me back. When there is a problem with an order, for whatever reason, they should be in contact immediately. Instead, I find myself consistently having to call about most orders I place. This should not happen. People are reliant on their prescription medications, which mostly must be taken regularly without interruption.

When I finally got a supervisor and inquired how we could resolve the problem, she informed me she could not discuss it, as my mother had not given permission. I asked how that could happen since she is deceased, and she advised me to send all the paperwork (death certificate, etc.) yet again! When I said I wanted to be transferred to the customer satisfaction survey, she hung up on me. I have notified my bank who put the issue in dispute, taking about 5 minutes. I would never deal with Optum even if they were giving me prescriptions for free. I would be afraid that the quality of their pharmacists would be on a par with their customer service. I truly have never experienced employees who are so lacking in knowledge and communication skills, as well as the worst telephone system in existence.

Last night, I called (for the second time) about the status of her account, so that I could order a refill of her medication. I was told by the customer service agent that it takes "a moment" for online bill-pay to be received. I told her that the bank had confirmed that the bill was paid four business days prior, and she said it sometimes "takes longer than that". Then she proceeded to tell me how she once bought some tickets, and her "bank said that the payment had not been made, but actually it was". I said, "This is entirely different. My mother's bank says it has been paid, and you're saying it hasn't." She had no answer. Then she said she would "email the accounting department and get them to check on it". I said thank you, and hung up.

Today, I called for the third time in four days, and again they are saying her bill has not been paid. Her bank has confirmed payment 5 business days ago, but they want me to "fax the bank confirmation to them". I do not have access to a fax machine, nor is it my responsibility to prove payment to them. I asked to speak to the accounting department, and she said the only way she had to contact them was by email. She said I should call back in 3 or 4 days and check the status of her account. My response was, I need to order her refills, and she is getting low on her meds (I know they won't fill her script with her balance being greater than $100. I went through this earlier this year).

She asked, "Have you asked her doctor for samples, or if they could write her another prescription to get her by until we receive payment?" I told her no, this is not the doctor's problem, but Optum Rx's problem. Basically, I got nowhere with them, and still can't order my mother's prescriptions. I still don't know how to contact the accounting department, and I was told to call back tomorrow. I am at a loss about what to do next.

Optum abuses the "prior authorization" process, sending "requests" over the weekend and then denying authorization because the doctor "did not respond" over the weekend! They abuses Medicare, charging for diabetes equipment that I did not order and indeed specifically struck off their order form. Every order I have placed thus far has taken weeks to arrive rather than the days promised. They put orders on "hold" with at most automated-machine-call "notice" and then lied about the reason for the hold when I called. When the lie is pointed out, they suddenly realized their "mistakes" and promise to step up to the plate. The people working for Optum are really trying to do their best for customers but they are utterly hamstrung by corporate practices, fraudulently intended to willfully slow the pace of orders and roadblock legitimate claims, that will eventually be paid by the insurance carriers who hire Optum for exactly such misconduct.

My prescriptions will be going back to the local pharmacy on the next go-around. If I had known what Optum would be doing, they would never have gotten the first crack at me. Fool me once but not twice. I certainly hope that an enterprising State Attorney General or three, decide to look into Optum's profiteering and misrepresentation. Medicare might have an interest too, since it is being billed for equipment that was not ordered and that should not have been sent.

This is only the beginning, and it does get worse! I have talked with several of the representatives through this time period, and each time, they will try to fix my account. Each time now, with the most recent "Historical Statements" I have requested from them, the accounting department is making entries on the statement that make no sense and to my knowledge have no basis in fact. And each time I ask for another statement to try to figure out what they are doing, the new statement does not follow dates and entries on their previous statements. For example, on the most recent statement, there were several entries dated 05/04/12 "Receipt Write-off" where they enter under the Payments column "$24.49" and "-$24.49" and again "-$24.49". Following, still with the 05/04/12 date, there is a charge for $24.49 in their Charges column. Still on the 05/04/12 date, there follows another "Receipt Write-off" of $7.10.

To cloud this entire sage of my Albuterol Nebulizer Solution orders, they also forgot to charge (or post to my account) two $8.00 amounts for my "normal" med orders. I do not know how to approach this matter now, and I am considering calling the parent company (United HealthCare) and possibly Medicare (my Albuterol Nebulizer Solution comes through Medicare).

I went and got a new prescription and mailed it to them. On their website, it said that it was received on 10/01/12 and that it was in process. On 10/11/12, the website changed, it was no longer in process and the file was closed. When I called and asked what that meant, the rep said what else, but that they sent a fax to my doctor. This message left for the doctor, is that their standard get out of jail free card? Here I am with no prescription for 2 months. I am really at my wit's end with this company. I tried to fill three different prescriptions with them but it's always the same. I don't like this game, I can't take it anymore!

Last Thursday, another doctor faxed another script, and they claim they didn't receive it. So they faxed it again on Saturday, and guess what, still never received. They faxed again this morning, and now I was told it takes 24-48 hours to appear. (This didn't happen when it was Prescription Solutions.) So they are trying to improve something that worked, and they are making the situation terrible. When I call them, they cannot find my info; then, I am told I must be in the other "system". I questioned this and was told there is only one system. So why in God's name are three different agents telling me I must be in the other system? I called AARP and voiced my concern and sent them the link for this website. They should be made aware of what is happening to us. I suggest that everyone do the same as we work better in numbers. Good luck to all.

They call to remind me to order meds. If I am here and pick up the phone, the person on the other end has no idea who or why they called - if they call my telephone number, they should be presented with information on what the message is. If they leave a message on my answering machine, they don't say for whom the message is. If I call back and it was for my wife, they appear to have no way of knowing or finding out whom or why they called. We have both asked that these invasive, useless messages be stopped. I have many, many more examples. It looks like we are locked into a poorly managed company. They surely also know this and think we will put up with anything for as long as it takes to get their act together. So now they have changed their name to Optimmrx. After writing all the above, the website is still down.