MEDCO Health Solutions / Wrong Prescription
Medco Health Solution of Irving, TX, my employer’s prescription benefit provider of choice, has over the past year sent multiple notices that I have leisurely tossed in the trash. As the notices have increased in number, and annoyance, I opened them to find that the company would be doubling my co-payment if I continued to fill my long term prescription through my local pharmacy. I was being bullied into utilizing their mail-order service, but to their credit the co-pay would be substantially less. Reluctantly I contacted my doctor to request my prescription be faxed to MEDCO, and his assistant with a large sigh (as to make clear her disapproval) complied.
I received a notification by e-mail that my prescription had been sent, and patiently waited for its arrival. I was becoming increasingly more satisfied because of the savings and convenience. I dreaded the monthly trip to the local pharmacy to pick up my medication, it was just inconvenient. Within days, my prescription and bill came bundled together as one. I opened the package to find the ‘brand’ name prescription and a bill for $52.00 for one month, instead of the generic at $20.00 for 3 months I had been expecting. I contacted MEDCO immediately, sure this would be easy to remedy. I was wrong.
I was politely advised on 3 separate phone calls by 3 separate MEDCO representatives, and in a letter declining my appeal:
“Your mail-order pharmacy filled your prescription as written by the doctor. You are required to pay the full co-payment for each prescription dispensed.”
I found humor in the fact that they continued to say, “your mail-order pharmacy” and “your prescription” considering these where only two pieces of this tangled mess I had no contact or control over. According to MEDCO my doctor apparently signed the 'fill as prescribed' instead of allowing for a generic substitution. Since I have been going to the same facility for these same medications, I know this was an inadvertent mistake.
My issue with MEDCO is their complete lack of accountability, and their obvious lack of checks and balances. To continue reporting this more an impressive quarterly earnings, they have to bully and take advantage of their clients. We are not their clients by choice, but by lack of options. I have since contacted my doctor to receive repeated apology, but he and his office have no control over MEDCO crediting the mistake. MEDCO needs to implement a system that allows consumers to accept or decline the medication (with full knowledge of the brand and cost) prior to dispensing. The mail-order service has a NO RETURN policy, obviously when dealing with medication, and this leaves absolutely no recourse for consumers.
I have since thrown the medication in the trash, and been forced to pay the bill. They made it very clear they refuse to fill prescriptions with past due balances, and send the bill to collections if refusal to pay is continued. As I explained to three MEDCO representatives and in two separate appeal letters:
“I understand mistakes are made, and service is not determined by lack of issues/problems but in how they are resolved.”
This company gets an F- in my grade book, and are in desperate need of a process overhaul. MEDCO is the school yard bully of prescription drug benefits, and if I had ANY other option I would take it.