CVS review: Customer Service at Store 6400 Iron Bridge RD. Richmond VA 23234 Store ID# 1525

Hello

I am writing complaint because I have experienced difficulties with this store over a period of time regarding them running my secondary insurance which is (TRICARE for Life). My primary insurance is Athem HealthKeepers (Medicare). The difficulty seems to occur when I have a new medication. CVS processes the primary insurance and neglects to run the secondary insurance TRICARE. Once I was told by one of the pharmacy technicians that my TRICARE was invalid. I knew that was incorrect statement because TRICARE was paying some of my medical expenses. The technician run the secondary insurance after I asked them to run it. The price of the medication remained the same. Today, I was told that there was a change with TRICARE being changed to Part D. TRICARE is my part D. On a second attempt to run TRICARE, the technician stated that she needed to call the TRICARE help desk. I waited about one hour to be told that the code rejected. TRICARE had to go to the third party.

When I went to check out to get my other medication, the checkout clerk was very rude when I told her that I was still waiting for resolution of the medicine that we needed TRICARE's response. She was emphatic that the research was already done because of the 1st response that was written on the medicine bag. I inform the clerk that I was still waiting for TRICARE's response. She refuted and said that the response was on the bag. I had to ask her to call over the technician. The clerk also, that I had said that "I told her" something trying to refute that I had told her the medicine incorrectly. The clerk was impatient when I asked her to show me the medication that she was putting in the bag. Her response was "I got it". I informed her that I needed to see the medication she was putting in the bag because once I take out of the store, I cannot bring it back. She was very rude. This happened on November 28, 2023, at about 3:00- 4:00pm

ACTION NEEDED:

CVS technician stated that the medication Ciprofloxacin is the medicine that got a rejection code by TRICARE. I need this medication in preparation of eye surgery. I left the store not knowing when I should check back for TRICARE's response. It appears that better training is needed to process either TRICARE medication or better training is needed to process both primary and secondary insurance when noted in the person's file.

Thank you for your assistance.

Jamita Wright