Stephen R Rld

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Express Scripts - Horrible service

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Updated by user Mar 13, 2021

Update: Express Scripts did contact me through a 'social media specialist' in response to my review here. They requested more specific information including additional receipts as well as everything else I've been sending to them since last fall.

I asked for, and received a very specific list that I personally delivered to my pharmacist to ensure everything was in order. They assured me it was. This is the fourth pack of info I have mailed to Express Scripts.I was told this was absolutely everything they needed to get my $472 refund. I explained to them that I would need a couple of weeks to put together and comply.

I'm on a fixed income and my disabilities prevent me from driving. I rely on friends, Uber and public transportation. This has been a long and somewhat difficult process and I know that most would have given up by now. But I'm in an extremely challenging situation where I cannot do that.

This medicine is critical so I had to borrow from my family to pay retail costs in August, September and October 2020.I do appreciate the opportunity to share my ongoing issues on this forum. Express Scripts responded quickly (within 24 hours) of my initial post here.

I have yet to hear back from them but I don't believe that's unusual. I look forward to resolving this.Again, thank you all for the opportunity to share this.

Updated by user Feb 12, 2021

I did get a call from 'Adam' with Express Scripts. But because of my disability I was unable to answer the telephone fast enough and he left a message, a call-back number that was inaudible.

It is impossible to contact them. This will be the 16th or 17th representative.

I've pleaded with Express Scripts to give me a contact number, an extension or email address. They haven't given me any way to get in touch with anyone there.

Updated by user Feb 11, 2021

I have contacted Express Scripts again today (Feb. 10, 2021).

The company representative assured me she would calling back to resolve my issue. She said my reimbursement checks were ready to be sent out. She never called back. This is the ninth or tenth agent who has lied to me.

I'm in shock because I have never experienced this level of systemic disrespect. No one will explain to me what the problem is or what I need to do. Since August I have answered every question and mailed back packs of completed information four times. Every time they say they need the same questions answered again, and again, and again.

Clearly they have no intent to refund my money.

But they never say this or give me a contact person who can answer my questions. I desperately need help.

Original review Feb 11, 2021
I am disabled and live on a meager fixed income. When Express Scripts temporarily denied coverage for a critical prescription, I had to borrow $465 from my family to pay the retail costs for three months. (It was a small pre-authorization issue). I was initially told by a representative that my check(s) had been approved, including another one from 2019 I'd forgotten about, and I would see receive my money. Two months passed and I never received my check, a letter or phone call. In a series of relentless calls over a period of 15 weeks I spoke to 17 different agents. More than half of them kept me on the phone on hold for up to two hours. Other calls were dropped. Six agents with Express Scripts assured me they would call me back, but no one ever did. They requested endless paperwork and receipts and I complied with every request. But every time I'd mail out an information pack they'd ask for the same things again and again. I even had my doctor and pharmacist fill out their questions to ensure everything was complete and in order. Since August 2020 I've mailed Express Scripts FOUR large packs of information. (Clearly they have no intention of reimbursing my money or even answering my questions). None of the people would give me the name of a supervisor to speak with or an extension so I could call them back. They are blatantly stealing from me I don't know where to go from here. This is medicine that enables me to walk and lead a somewhat normal life. Asking for a little courtesy and respect from these people is pointless. At this point I only want an explanation into why I am being treated so badly.
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Loss:
$455

Preferred solution: Full refund

User's recommendation: Beware. I cannot be the only who is being treated like this by Express Scripts.

3 comments
ExpressRxHelp

We’re sorry to hear you’ve had negative experiences with our customer service. Could you please email us at ExpressRxHelp@express-scripts.com with your member ID, date of birth and a good phone number to reach you?

A team member would like to reach out to learn more and help so this doesn’t happen again. Kind Regards, Ita

Stephen R Rld
reply icon Replying to comment of ExpressRxHelp

I just received a call from 'Adam' with Express Scripts. But by the time I removed my oxygen apparatus and tried to unlock my phone he had hung up.

'Adam' left a call-back number but it was inaudible and had too many digits. I would love to call back or email him but as you know that is impossible. It is very important that I speak to someone with Express Scripts. I have had to borrow money from family to pay retail for prescriptions that are covered in my plan.

I am disabled, sick and live on a meager fixed income. I've been trying to resolve this since September. I've talked to more than a dozen different representatives who have kept me on hold for nearly two hours which exhausted by 250 monthly phone minutes. I was told by six of the representatives that they would call back.

They never did. Everyone I speak to gets my information, reads the notes on file, then says they have to talk to someone. (I later learned these people are working from home). PLEASE try to call back or give me an email address.

The medicine at issue allows me to walk and lead somewhat of a normal life. In the last few years I've had to stop taking several necessary medications because it has been "removed from the formulary." PLEASE contact me. Regards, Stephen Rogers, email: grandmasterfish1@***.com. Phone (504) 351-****.

DOB - 7/1/1960.

I am unable to find my Member ID number. I'm sure you can locate that with the above information.

Stephen R Rld

I have discussed my issues with many representatives at Express Scripts. Every time my calls were either dropped or I was kept on hold for up to two hours.

They clearly have no intent to honor my reimbursement, even though they said my check was being mailed out. They won't even talk to me about it.

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