Express Scripts Customer Service Complaints - page 4

Express Scripts has horrible coverage and horrible customer service. I am paying significantly more for one of my Rx's this year than last year. Last year I paid no more than $48.00 for the same Rx that I am now paying $168.00 each month.

This service is terrible. Constantly having problems with order. lots of wasted time on phone. I hate this service

Express script web site is unreliable. The site is down too often. What's the problem?

new getting prescription medicare part d picked express scripts, it has been a nightmare. at least 10 hours over the 1 month time enrolling and getting approvals and tier acceptances which didn't happen, getting disconnected just mainly on hold listening to the BS.. trying to figure out why i am putting myself through this.. they don't cover anything

This is absolutely the MOST INCOMPETENT company on the planet. They were unable to fill a simple cheap prescription. They refused to fill it as written, contacted the doctor asking for a 2nd prescription which they then did not fill correctly as well. The doctor's office called again trying to straighten things out and they STILL did not fill the prescription correctly. They then demanded yet a 3rd prescription!!! The doctor's office had to get involved numerous times and I spent over 5 hours on the phone talking to customer service representatives, patient advocates, pharmacy assistants and pharmacists! The entire lot of them were complete imbeciles. I then called the corporate office in St. Louis and they did nothing! FIND ANOTHER PRESCRIPTION DRUG COMPANY!!

I am thoroughly disgusted with Express Scripts but I am forced to use them by my insurance carrier. I have been dealing a billing issue for over nearly three weeks where they have taken money out of my checking account instead of my HSA initially. They then took the money from my HSA but have not credited me back the money to my checking account...nearly !500 dollars. I am unable to pay my rent and bills because of this that was their error. Even the supervisor tried to make things right but Accounts Receivable just keeps fighting it. I am now in serious financial hardship right now unable to even buy gas to get to work. I would NEVER recommend Express Scripts to anyone. They are the absolute worst to deal with and I feel like I have been robbed.

I have been having issues with Express Script for 2 years. I have coverage from my job as well as from my wife. My work plan covers diabetic medicine. I fill most other meds with my wife's plan. Express constantly makes the process exteremly difficult. They have denied filling perscriptions because my insurance does not cover it. They NEVER run it via my wife's plan. There are notations on my account stating that all meds are to be filled using my wife's plan unless specified. I had a med that I had to fill out of pocket for months, even thought it was a covered medicine. They refused to use my wife's plan, which fully covered the medicine. Once it was corrected, I submitted a form to process my reimbursement. I was denied stating I waited too long. Recently, I had another issue filling a perscription. It took 4 phone calls to get this filled. Mail order was more than double the retail price. Express did nothing to help transfer this perscription. Once the retail got the script, Express then stated they would not fill it because it needed prior authorization. There was no mention of this while it was being processed by Express. The perscription was finally filled but Express refuses to cover the cost of the meds as it is stated on thier website. they will only cover it for 1 month and are charging the 90 day copay. I copied the image from the site stating the med was $15 for a 90 day supply by retail. I tried to follow up on their website, but I now have no access to any of my accounts. My wife can access all Express accounts. I feel that this is retaliation on thier part for my posting negative coments to thier FB page. I also have a credit for $87 but I can not have it credited back because I used paypal. I am running out of options and dont know who to contact to resolve this. If this is not an FTC issue, who should it be referred to. Thank you for your time.

I have had multiple issues with Express scripts. Last year with a new glaucoma medication prescription, Express scripts unilaterally removed my other glaucoma medication saying that I did not need both, even though my eye doctor said both were needed and science shows that both work together in an additive manner to treat my condition. It took 5 phone calls and several hours to get the error fixed.

Now with renewal of my glaucoma medication, they send one less bottle unit to me for my 3 month supply. Again one hour on phone, told I really only need 2 rather than 3, and also told doctor made mistake, but neither were true. In the end the pharmacist admitted they made an error and an additional bottle was to be shipped to me. After two weeks, I never received medication, checking their website, they removed precipitation so I could not get it filled again. One hopes that they are not being vindictive with me by cancelling a prescription because I complained about it. Another phone call, 90 min of time and I got verbal acknowledgement that they are wrong and they will restore my prescription and send me the needed extra bottle.

I do not remember the representatives or pharmacists ever say that they were sorry for the mistakes and I had to ask them directly if they made an mistake to get a true answer. I was lied to throughout the conversations about my actual need for medications, how much i need and who was at fault. Amazingly after all this I have still not received an email stating that I will be receiving my medication that express scripts in error never sent me. So I am still waiting without much confidence that the problem has been solved. to make matters worst, when I access the express scripts website, there are multiple broken pages that are blank, for instance when I want to look at my prescription order history, or full order status there is nothing but a blank page. I would call their complaint number, but my feeling is that the company doesnt care and shows many features of a scam organization.

WORST customer service ever!
This company could careless about their patients!
It is horrifying knowing this company is responsible for distributing people's medications.
It took these incompetent imbeciles over a month to fill just 1 of 4 prescriptions my doctor order a month ago. Then they charge $3273.54 for an inject bale medication and don't include the needles needed for the pen injectors and blame the doctor for not including an additional prescription for the needles.
Yet, in the 10 times I have had to call Express Scripts 'customer service' department in regards to all the delays and pre authorization need for this medication, they not once mention that needles were not included with the pen injector's.
This company SUCKS!!!!!!!!!!!!!

I have been forced to use this terrible service by my insurance company. I have read some of the other complaints and see that so many other people have had 1 bad experience after another. 3 days ago I called to cancel a RX, I have confirmation it was canceled, today I received the package in the mail. I called customer service and was told basically nothing can be done once it was shipped, I am stuck with an $80.00 co-pay and my insurance paid this company over $850.00. I was happy using my local RX I never had a problem and my refills were never missed. There has got to be a way to STOP THE MADNESS!!!!!!!!!

I am so upset with this company. I had nothing but problems on and on again. I understand that the provider has to submit the medication in order for them to process it. But when you call to confirm if it was received and also takes your payment and does not get processed properly is ridiculous. The worse is when you call back to confirm that you still have not received your medication even after they advised you it was going to get process by that day and in fact it was not even processed. Not only was the medication not processed but they do not even have that you made that call or that you even spoke to a manager who confirmed that your prescript was received and the medication was going to be sent out or that you even made any payments on your medication at all. Not only are they looking at the old prescription everytime I call but they keep giving the price on the old prescription instead of looking at the new prescript and the pricing for that. And when I get a manager they always tell me that the prior representative was looking at the wrong thing. And they are sorry. But this a repeat problem with this company. If the representatives are not looking at the notes or seeing what medication you are really looking for how can they give you the wrong information all the time. And on top of it they are rude about it. From $740 to $3.00 is a big difference. And they tell you that you they will not release it until you pay the $740. Even thought they gave you the wrong information.
I can't even place the prescription at the pharmacy because my insurance has it that it has to mandatory go thru this company express scripts. I am so upset about this situation.

I had to be emergency room hospitalized because of the delays getting my asthma med in February 2017. That cost over $900, Now I tried for 7 days to get a refill and no luck contacting them everyday. They said they needed something from the doctor. That tidbit of information as to what they needed took prying a can of sardines open with my teeth. Next I find finally got that answer was they had the wrong fax number. I gave it to the rep only for her to say she could not change it in the system!!! So I made an online contact form and gave it to them again. No luck no response or following up so I did it on my own and went to the doctors office and said to contact them. Still no luck after 7 days. So I went back to the doctors and he hand wrote me one to get in case this took more days than my supply. Then to add insult to injury I pay $75 for one at the retail pharm. which is 5 TIMES the mail order price. I'm in California and I will contact the state Attorney General's office about these practices and I think the rest of you can too. This is much to important to let slide.

Every time I had tried calling the customer service, I experienced really bad service. It's one of the worst of all time.

Trying to deal with the oxymoron doing business as Express Scripts' customer service is the classic definition of a circurlar reference. I called customer service. They recognized my issue (prescription information not showing up on my online account and "hot buttons" not working), but refrred me to technical support. Tech support apologized, and said customer support should not have referred me to them as they could also see the problem, but could not fix it. Tech support's only job was to assist customers with navigation, not problem solving. When I asked for the name and number of a Supervisor or Manager who may be able to actually address my issue rather than waste my time and profusely apologize for their incompetence, they were unable (or unwilling) to provide a contact.

WOULD EXPRESS SCRIPTS PLEASE POST THE NUMBER FOR A CUSTOMER TO CALL SOMEONE WITH THE ABILITY AND AUTHORITY TO END THIS CIRCULAR REFERENCE FRUSTRATION? I left my cell number on my complaint, so I can be reached if anyone cares.

Seems absolutely ridiculus that a script for pain was denied and information on how to get it approved was mailed to me 10 days later. Thank you Andrew Behm for being so considerate. Trying to talk to your phone operators told me doctor needs to talk to my insurance company. I was under the impression that Express Scripts handled my medicine for ExxonMobil. She did not know who I should talk to. When I received letter From Mr. Behm is was very obvious he put cost way above my well being. My medicine bills are under $100.00 a year and to be denied with total lack of care is disgusting. All about dollars to a multi-billion dollar business. Little guy pays in dollars and pain. Don't need your medicine I took care of it myself for very few dollars. Thanks for nothing!!!!

ALL of the previous post are true. I have experienced each and every one of them. I have spent hours on the phone to get answers. Now was told it will be delayed once again due to low inventory....WHAT THE HECK!!!!! I have been taking this prescription for years. I was told the first of August it would be shipped on the 30th. I called two days before and was told that is when it would ship. Well no shipment. Called 30th and 31st, sat on hold at least an hour for both dates. Kept being transferred because they didn't what what happened to it. Finally on Sept 1 they told me the problem was that they were low on inventory. WHAT!!!! The are a Mail in Pharmacy that should not be running out of drugs, especially one of which they had the Script for two months. By then I was out of the drug. I told them now I would be in the hospital because of their incompetence and I the next person they would hear from would be my Lawyer. Needless to say they overnight shipped it as a courtesy to me. I will get it through my Retail from hear on out. I don't know how they stay in business, or aren't being sued.

It's very exhausting trying to deal with Express Scripts it seems the right hand doesn't know what the left hand is doing you can give them all the information but you will we give it several times it without response at the very end they tell you they only Institute certain things on certain days now this is after a week of trying to get things straightened out that was not even my fault they are always very friendly but unable to carry through the actions they put through I am in need of cardiac medications of which they will not fill and they at last tell me I can go ahead and fill them and try to build them haha oh well I just felt I needed to put this in I don't know if either people are going through this but I have called every day for one week still no response I wonder what happens if my 2.1 potassium doesn't come up and something happens this is all documented my son's an attorney that's all good

It has been excruciating trying to deal with Express Scripts. They recently sent me a generic drug without notification. They tell me my physician didn't tell them "no generic" last September when the Rx was written, and when NO GENERIC was available. The company supplying the generic is an Indian company with many written warnings regarding unsatisfactory manufacturing practices, hidden testing labs, and is currently under review by the FDA. When I ask Express Scripts where drugs manufactured, they haven't a clue. All they know is a NJ telephone number. and could care less if the Rx is any good, harmful, or is being produced in the non-compliance manufacturing sites.

Contact my Dr office send medications, no loner using. Tells nurse I running out, wI'll not send medication that is needed unless I pay for there mistake .I have to fight with them and prove to them to look on My profile that I had reactions to medication, med I am on can not be taken toget her , l have been told by C/s and manger this is what I get for using mail a way and retail . The way My husband retirement works . We are still working upto almost full-time to pay for insurance. We have to use express scripts for no control drugs or pay 3 X at retail. Control drugs need to be pick up at the store . Express scrips make a lot of medcacatiotion errors take no reposbilty if I get sick or died . Not sure if the ph amacy know what they who they are giving drugs to . I also have bee charge for meds not Recive.

You have to pay for a sevice that you retirements provides, if you do not like you are told to pay highER prices at retail (3x more as penalties ) very sad not to have choice express scrips acts like they are paying for befits that my husband has put into for 30 years and still paying 1200.00 a mounth to have a health coverage. This is sad we have to live in USA Express -srip has tell people what medication to take when to order ,where to ordre than if you don't like go somewhere else. This how we treat our older people today that work hard all there lives. Want to retain some dignity when they get older .

Incompetent reimbursement claims office. Incompetent Member Services team.
This client is enduring 6 months of automated letters asking for the same documentation that has been submitted repeatedly. Endless phone calls. Departments cant speak to each other: ridiculousness & frustrating.
Warning Corporate "Team" ; you got way too big but not big enough to fall.
And I am not stupid....

My God is all I can say about my experience with Express Scripts. They simply do not care about people. Who are these people? Where did they come from? No matter what negativity is written about them then still continue to deliberately Hurt people. We need to lobby the FDA to close them down. I am a little part of everything I have read here. For two months Express Scripts has been denying me life saving medication.

On April 3, 2017, had the occasion to speak with one of your agents. Her name was Lejene C. (She was not allowed to give me her last name)but she is located in your billing office in Richmond, Virginia. There was a problem filing my claim for reimbursement of copays as some of the necessary invoices needed were missing. Her assistance to me went well and beyond the help needed. She was very knowledgeable of her field. Her attitude was very professional and there are not enough adjectives to describe her positive courtesy and personality. It is requested that Lejene be recognized for her exemplary service. It would also be appreciated that you notify me in order to insure my comments were acted upon. Thank You

We have now received two, unsolicited phone calls from a 'Pharmacy Technician' wanting to 'discuss' our medications. I questioned their education and training to qualify them to do this. They are not physicians, or nurse practitioners, nor even qualified pharmacists, rather someone with minimal pharmacy training (two year degree?). I see this as a dangerous practice by Express Scripts. As Chair of our town Council on Aging, I know how easily Seniors can become confused and afraid about their medications. They all have physicians and do not need sweet young things telling them about their medications. This is obviously all a ploy by Express Scripts to make sure you remember to keep buying your prescriptions from them---and buying as soon as you can so you have large, paid-for excesses on hand. Just another example of the greed-driven, hell with the patient attitude of Express Scripts. RF Taylor, PhD

March 22,201 Calls you on your home phone using an UNKNOWN NUmber in Caller ID, Leaves you a MEssage to call them, Then when you call informs you via AUtomated Voice that ALL their systems are down and to call them Later or contact them via the WEB. THen when you log onto ypour computer to go to their website. THeir web systems are down. WTF did you call me for??? YOU Idiots.. You are a Waste of my time and increase the Frustration I have had waiting for a prescription that was approved a week ago!... Just send PRESCRIPTION and quit your DELAY tactics... jmho..