CVS review: Pharmacy and customer service

On 9/07/2021, a man named Cameron answered my call after waiting 13 minutes. I asked to speak to a Pharmacy manager and he put me on hold for an additional 5 minutes. After 5 minutes, a lady named Serena came on the phone and was very rude. I had spike to her previously that day and she told me that my meds were not ready and that my insurance had to approve it. She went on to tell me that it was $1300.00 without the insurance but it would be $45.00 copay once the insurance approves it. That was around 1:30 pm so after work, I called and kept getting the run around between the two of them. I finally checked with my doctor and they said it had been approved at 11:30 am that morning! So when I explained that to Serena she said that they have no way of knowing if it's approved or not unless they run it through. So she ran it through and it came up approved! I said, didn't you run it through earlier, at 1:30 pm? And she said no. She assumed that it was not approved yet!
I could've started my meds right at 1:30pm but instead, I had to wait 5 hours to start my meds! As a small business owner, if my staff didn't do their job, they'd be fired. And I told her this! I am going to take my meds to Walgreens. This store is #7699 and located at Crest Rd and Hamilton Ave. Address is 11611 Hamilton Ave. Cincinnati Oh 45231