Express Scripts
reviews and complaints

Jan 4TH I became immobile from a stiff neck. I phoned my doctor, Alexander Chang and he phoned in a prescription to Express Scripts for cyclobenzaprine. Express Scripts said they needed prior authorization and to have the doctor phone them. I phoned the doctor's office and left a message with his answering service. When my prescription didn't come, I phoned my insurance company Saturday January 15th. They phoned Express scripts and spoke to someone named Tory who said everything was fine and that the medication was approved. Monday, Jan 18th I checked Express Scripts website to see if the meds were shipped. They were not. I phoned them and someone named Frank had no information and gave the phone to someone else who's name I cannot recall. He said the medicine was "dangerous" and to have Dr. Chang phone them. I phoned Dr. Chang's office and left a message.

I tried to sign on to Express Script's website to see if any progress had been made and got an error message. Someone at Express Scripts is blocking me from signing on.

Bottom line, I've been in pain since January 4th and Express Scrips refuses to fill my prescription and refuses to let me sign on to their website to follow up on the problem. Please advise

I had been using Alliance RX for mail order prescriptions. My insurance company changed to Express Scripts in October 2021. My doctor submitted prescriptions to Express Scripts on January 4, 2022. He also gave me a two week supply to tide me over till the mail order could get to me. On January 5th, Express Scripts tried to fill my 90 day prescription, but was denied since I had filled the other on the. 4th. I called on January 14th to find out the status on my prescription, and was advised at that ttime, by Sharon, an Express Script rep, that my prescription could not be filled until January 18th. I explained to her that I would be out of my med on the 18th. She put me on hold and supposedly talked with my insurance company. Sharon came back on the line, said that my insurance said they wouldn't allow it to be filled until the 18th. I had an appointment so I couldn't talk with my insurance company then, but called them today. They advised that the script could have been filled as early as the 12th. They have no record of anyone from Express Scripts contacting them after January 4th.
So I'm going to be out of my meds tonight because of Express Scripts! If you can avoid this business, by all means do so!

I'm unable to access Express Scripts web site, getting error message:
We can't complete your request at this time.
if this problem continues, please call the number on the back of your member ID card.
Reference support ID
[protected]
Tried another browser, same error. No issues with any other web sites.

I work for a physicians office and have been put through the ringer EVERYTIME I have to do a PA for your company- this last incident I called for a PA on bydureon BCISE 2 mg I spoke to Jordan in your PA department who stated case # [protected] was already denied and I have to be transferred to the appeals department- then transferred me and put me on hold for 120 minutes- FINALLY I hung up and called back got transferred twice again to sherita in Appeals who then states we can not do an appeal and I have to start another PA- and then transferred me AGAIN to Terri who then did a PA for this pt- I was on the phone for over 155 minutes for ONE PATIENT. This is a huge issue and this company should be shut down- they are the product of BAD PATIENT CARE!

I got an email just now saying that a prescription was on it's way. I didn't order it, nor did the doctor. After speaking to a rep who did not speak English very well, with their neighbor's dogs barking hysterically in the background, I was told that though I called Express Scripts last Nov. of 2020, to stop this prescription, that it was only placed on "Pending." That since there were 2 refills, they send out the refill just before it expires (a year later). In other words when you tell them to stop the script, it only stops it one time. The only way you can permanently stop it is to tell them you are no longer taking it and cancel the order completely. Which means you will then need a new script from the doctor.

Not only do I not need this drug at the current time, but I am in the "donut hole" section of coverage, which means I have to pay the 25% fee. In this case $40. This is OUTRAGEOUS.

Express Scripts has refused to fill my prescription saying the drug isn't covered in their plan. The problem is I have a long history of gastrointestinal issues and have been diagnosed with Barrets Esophagus. I've tried every medicine available and nothing helps like Dexilant. Originally I was given authorization to use it but had surgery to repair a hiatal hernia and the doctor told me I would no longer need to use any PPIs so I came off of the drug. Two years later when I was diagnosed with the Barrets I was told I need to be on PPI medication for good because Barrets can lead to cancer. Now Express Scripts doesn't want to approve it. Currently still waiting for an exception for over 30 days after my doctor wrote a letter explaining my need for the medication due to my extensive 10 + year history of using alternative drugs with no effect.

On a regular, ongoing basis Express Scripts has failed to accept nor fill my prescriptions, causing me to be without on many occasions. Their representatives and system refuse to accept my prescription information from my doctors, and they fail to contact my doctors to get the "special" authorization that ONLY they, not any other pharmacy, require. Any other pharmacy can fill the script no issues, but Express Scripts can't. If I wasn't forced to use them, I would have stopped a long time ago.

My child has cystic fibrosis. Her medications keep her alive and give her quality of life. The amount of incompetent, uncaring people that work for Express Scripts is astounding. My daughter is on many specialty meds and we're FORCED to use Express Scripts. Express scripts has not shipped a prescription that they have had for several weeks and she's now out of her medication. A medication that can NOT be interrupted. How absolutely appalling is this?! Unacceptable

On August 30, 2021 I received an email from ExpressScripts that they were processing 3 of my prescriptions. On September 17, I received 2 of those prescriptions. When I called to ask why I had not received the third prescription I as told that there was no active third prescription. I advised the person on the line that I had an email from ExpressScripts listing all three active prescriptions. I was advised that they could not locate that email and that only two of the prescriptions were active. I advised them that it was fine if they needed to reach out to my doctor to confirm the third prescription, though it seemed ridiculous. When asked what shipping method I wanted I advised that I thought they should send it same day delivery for free, as this is a medication that causes serious withdrawals. I was basically told they couldn't do that. I felt that there was absolutely no responsibility taken for this mess up and whenever I tried to ask questions about what happened to the third prescription I was never given a clear answer. This was the absolute worst customer service experience I've ever had. At this point I'd rather pay full price for my prescriptions then use ExpressScripts through my insurance.
Prescription #: [protected]
Invoice #: [protected]

I ask that my prescriptions be put on profile and not fill it before it is due. My Doctors have asked you the same by writing it on the prescription. As a result I end up with to much medication at on time .
If my doctors change my meds I'm left with medication I am unable to use and my money is waisted. I can't get a refund. Why don't your company put med's on profile ? What can I do to have my request possible ?

My names is Jose Hernandez and my Anthem Blue FSA card provider alerted me that due to several submittals of billing without appropriate receipts submitted by Express Scripts they were locking my card. I have called Express Scripts customer care several times to explain the issue and to request appropriate receipts and all they send me is itemized billing for whole year of 2021. Example - one charge is for$119 in March 21, 2021 but when I look at the itemized billing that I was provided, I can't find a receipt for $119 even when I try to add charges close to that date.

I absolutely hate this company! I am on Lorazepam, which I have filled by a local retail pharmacy. Recently, my doctor sent a new prescription by mistake to Express Scripts (which I have asked be removed from my file). I needed my prescription July 2. Express Scripts received the new prescription June 29th and said it would be delivered by July 3rd. However, when I tracked the shipment I found out I would not get it until July 9th! They use DHL and as a cop out they say they have no control over when deliveries will arrive. Lorazepam is a benzodiazepine and if you stop taking it abruptly you can have a seizure. If I end up having a seizure, I will take legal action against this company. People need their medications! How can they be so grossly incompetent, yet still remain in business.

my medication was sent to the wrong address back on may 27th still have not received was told must wait 30 days for lost medicine when the dhl tracking shows was sent back to them i have severe health problems and now am out of medicine for had emergency refills done once at the price for 5 days worth that i usually pay for a months supply have called and talked to them a half dozen times each time they act like its the first time i've talked to them worst service from any business i have ever gotten in my 62 years on this earth i just need my medicine not asking for anything free

A few days ago my doctor tried to get me medication to fix a problem with me being constipated. The doctors office was told (Express Scripts) I would have to have this problem for 3 months (Express Scripts) before I could receive medication (Linzess). I called Express Scripts myself after talking to Alex who I explained I had major surgery on 12 April 2021. And told him all the over the counter medication I have tried with little on help. Alex talked to Authorizing Section. He came back and told me to have doctors office to call [protected], and tell then the same and should not be a problem. Doctors office called the above number and Jeff told doctors office I would receive medication only after I was constipated for 3 months. Does any one with 1/2 a brain understand this? So I guess the next step is go to ER.

In November I received notice that Cosentyx was no longer going to be covered by Express Scripts. I immediately contacted by prescribing physician. They contacted Express Scripts and were told that since there was a prior authorization on file that was good until 11/2021, that the medication would be covered until that time, and no action was needed to prescribe a different medication or additional steps needed by the prescribing doctor. I have a copy of the letter sent to my Doctor, informing them that coverage would be provided until 11/2021. I tried refilling the prescription on February 4, and have received nothing but a run around. They are saying it is not covered, a different PA is needed and they keep canceling the order. I called and was on the phone with different reps for 1 hour and 20 minutes on February 15 to try and get a resolution and clear action steps that needed to be taken to get this resolved. I still have no direction and their attempt to communicate any status of this has not happened.

I have not got my meds in a timely matter, since they switched to dhl express scripts. I really dont what to do! My last four refills just sit somewhere after dhl gets them. If I don't get my meds my eyes get irritated and I risk getting infected. I call express scripts and they tell me to call the usps. That does not work

My husband had his regular diabetes check with our Dr, Wednesday, January 20 2021. Labs were done and the Dr put in a prescription for Jardiance, with Express Scripts. This medication is not available for him at the local Dyess AFB, pharmacy, where he gets other proscriptions filled. On Thursday, January 21, the Dr calls at 8:00 a.m. and informs my husband that his blood tests show, that he will be over medicating, if he continues the Jardiance, so he's to stop taking this medication. After speaking with the Dr, my husband called Express Scripts and lets them know that he doesn't want the prescription for the Jardiance sent to him. The representative says that the prescription had not been processed yet and that she will put in his request, not to fill the prescription.Monday afternoon, January 25, the prescription from Express Scripts is delivered with the mail. Tuesday morning, January 26, my husband calls Express Scripts and asks why the prescription was sent. This representative, tells him that it was mailed early, Thursday, January 21. She told my husband, that his Dr had to be the one, to let them know that the prescription shouldn't have been sent to my husband. She says that she doesn't know what the representative that my husband spoke with, on Thursday, January 21, told him and that he will still be charged $29, for the Jardiance that he was told would not be sent and that he can no longer take. Very rude to insinuate that my husband is lying, and very rude not to do anything to fix this problem. Why would one tell him that the prescription would not be sent and another says it was mailed out, early, the very same morning, that he was told that it had not been processed. Ironically, neither my husband, nor I, have ever had a prescription, filled and delivered in less than a week. The normal expected time for delivery of our prescriptions, a has been around 10 days.

Let me start off with I hate express-scripts. I am a veteran of the Air Force (retired) and was a medic when I serviced. My complaint is that I have to take Amitiza 24 mcg every day and it needs a prior authorization which I did not know this because I had this script wrote for me in Oct 2020 with refills and it got approved. When I went to have it refill I didn't know that there was a issue that it wasn't going to be refilled due to the prior authorization had expired. I called express-script in regard to this and they just stated that the prior authorization had expired and they had reached out to my provider to get the needed paperwork. 3 years ago I went through the same thing with getting the brand name Maxalt ODT because the generic did not work on me, it took me 2 years to get the brand name approved after several emails, handwritten letters from me and my provider and me sending in a copy of express-script policy highlighted with their guideline for someone to receive the brand name. Now I am fighting with them again (my provider never receives anything from them, I have asked) I am the one that reaches out to my provider after I find out through checking my prescriptions and seeing either "needs attention or been canceled". It gets aggravating that I get told by my provider that they sent in the prior authorization on Jan 4, 2021 and get told that express-script didn't receive anything. It's like pulling teeth to talk to a supervisor or pharmacist or even the prior authorization department. If I could, I used some other system to fill my prescriptions but being retired and a veteran my hands are tied. I am so fed up I can spit bullets.

Patricia L Stevens
DOB 6-25-48
ID # MOO996933281

The formulary list Losartan as a covered drug with limits on qty. I take 2 per day at 50mg. They continue to harass my doctor for an exception as to why it can't be 100 mg once a day. (90 pills for 90 days instead od 180 pill for 90 days. Why should I have to break a pill to comply with how I am supposed to take it? I have written two letters to their Medicare Review Dept per their instruction and also faxed them to the number they provided. They now claim never having received them.. It's a lie. Can you help me.

For many months, we've been trying to get cosentyx delivered to the pharmacy here in nampa, idaho without any avail. I have been calling everyday for ten weeks to get this medication delivered to the dermatology in nampa, idaho. I need this medication badly; for I am breaking out all over my body. Your people have not been very helpful; they are full of lies. Each time I call, I get a different message of deliverance day. They tell me they have to evaluate the situation and set a new shipping date. In other words, it never gets to the dermatology in nampa. I need this medication as soon as possible to take control over my outbreak. This is inge boyette at [protected]@hotmail.com.