Express Scripts
reviews and complaints

July 2022 I called express scripts to cancel prescriptions and they sent anyway and billed me. First off, I never heard of express scripts until they contacted me and told me that my insurance co. Provided express scripts with my info to switch my prescriptions over to their service. * I was unaware all my prescriptions would be transferred. * they took it upon themselves to contact my doctors office for refills on prescriptions I did not need! Shortly after, I lost my job. I called express scripts and cancelled all orders. They had another order that was ready to ship, but had not shipped yet. I told them I lost my job and insurance do not ship, and they shipped anyway… again, I received meds that I do not need, p, us now they turned me into collection.

This is crazy…

I am being shaken down for $150 by express scripts for a 3 month supply of progesterone (I can get for $66 at other pharmacies)…. And did I mention, I did not order it because I do not need!

7/2/2023 7:00 PM - 9:30 PM

Received a text message that my prescription was mailed on 6/26/23and I would receive it on 7/1/23. ( It was eligible for reorder on 6/22/23 ).

When I didn't receive the medication on 7/1/23, I tracked the shipping number. On 7/2/23 it was located in a USPS facility in Melrose Park, IL. I called Express scripts customer service and talked with three representatives before i asked for a Supervisor. The Supervisor never got on the phone with me. This is how it works if your prescription gets lost:

NOTHING they can do

Give you the Pharmacy help desk phone number to reference

Call your local pharmacy i.e. Walgreens and give the pharmacist the help desk pharmacy number and your prescription number.

Pharmacist from Walgreens calls me back to say that there are no refills left.

I say that is because my prescription got lost. Walgreens pharmacist says Call your doctor and ask for another refill. All of the errors , lack of customer service, lack of supervision, and no refund. I have to pay for my local pharmacy to fill it. I will call my Dr. tomorrow and another day goes by without medication.

April 27, 2023, I was informed by my local pharmacy they had no generic of a controlled substance I take available due to a national shortage. I started calling around to pharmacies within a 4 hour drive of my home and could not find this medication. I then ended up at Express Scripts. During a one hour phone call with Tech Lashonda and two different pharmacists, I was first told this medication was not available at their pharmacy either and then, that the medication was available. I was also told that it would take "Two weeks to get this [controlled substance] prescription into our system." I gave Express Scripts the medications I needed filled and the provider who prescribes these. They told me the amount I would pay for these medications and that they would reach out to my provider for the scripts. I told them I only needed the controlled substance, not the other, as I had just gotten a refill at my local pharmacy. I thought Lashonda understood what I was saying. I was asked about other medications I take, but told Express Scripts I didn't need those meds because I had just had them filled. I was not given a price for these medicines because I said I did not need them.

Three days later, I receive a package from Express Scripts containing two bottles of the medication I explicitly said I did not need filled. Not only that, but I also received a bill for over $150 for these medicines. I immediately called Express Scripts and said I wanted to return the medicines because I did not order them and did not need them. Further, I informed Express Scripts that I only this medication via Good RX because my insurance won't cover them and the prices through insurance are ludicrous.

Express Scripts cut the price of the medicine in half, but refused to accept the return and would not accept accountability for their fraudulent ordering and shipping of this medication and their error in shipping it to me.

Angry now, a week later I receive one of the medications I need from the provider I was assured Express Scripts would call. I didn't need a refill of this medication yet, either, but here it was in my mailbox at the price I was told it would be. I still had the fraudulent other medicine charge to pay and so paid them both. I don't let a bill linger.

Three weeks after I spoke with Express Scripts, Friday May 19, inquiring about the controlled substance I needed two weeks ago. Talking to a tech named Skylar, they informed me that that medication was never ordered bc my physician, who they had to have talked to when they ordered the second medication I received from them (!), sent them a fax, not an e-script for the medication. I contact my provider and she accidentally send the script to the wrong pharmacy, UPMC RX Express, not Express Scripts.

I am beyond livid and I am disgusted. Express Scripts has not only sent and charged me an incredibly highly priced medication I never ordered and took no accountability for this, but then they have evidenced contacting my provider and not requesting or following up, not showing any fidelity to their promise to get the controlled substance medication to me.

I have been using this controlled substance to treat significant illness I have and now have been three weeks without that intervention.

I fill out every survey from Express Scripts communicating my disenchantment and have had zero appropriate accountability from this company.

I have certain medications and medical conditions that make it hard for me to take certain drugs due to interactions. express scripts always denies me and says I have to take the other med to be covered even thought it would be dangerous for me to do so. They do not care if you have a condition or other meds that interact in a negative way, and refuse to cover those meds, every single time. I have been left in pain at times for weeks because of this and left at times to just not get what I need. Why bother having them at all if this is how they are going to be. Customer service is horrible as well.

Express Scripts received my prescription for Xiidra on April 10 from my Dr. Alina Lou, MD.

Within a few days of the prescription being ordered, I logged in to see the status of the shipment. I didn't find the prescription anywhere. I then logged in several other times looking for the prescription. Never found it.

I don't know the date, but I received a message that a medication was being denied and I would receive a letter. The message did not state which med. It took another week to two weeks to receive the letter. The letter stated that I needed to contact my doctor and have them call Express Scripts to get the medication authorized. My doctor's office did that, and I got the following message from my doctor's office.

Last viewed by staff Apr 26, 3:41 PM

Message from Nurse Amy B, sent April 26 at 3:43 PM

Nurse Amy B

Apr 26, 3:43 PM

Good afternoon! The Xiidra has been approved, it will be $105 for a 90-day supply. Just contact ExpressScripts to arrange shipping, they will run it through your insurance and see the prior authorization. Thank you!

I called Express Scripts today (April 30) and they are telling me that Express Scripts cancelled the prescription. The representative I spoke with contacted a patient care technician and they restarted the prescription and now the system shows the prescription still needs coverage review.

In other words, you want my doctor's office to jump through the same hoops they have already jumped through because your people cancelled a prescription that should not have been cancelled and you continue to show a denied coverage review — in conflict with what my doctor's office was told and then told me.

As for me, it has been 20 days since I received a prescription and there is NO SIGN THAT IT WILL BE HERE ANYTIME SOON NOR THAT IT WILL COME WITHOUT MORE LENGHTY DISCUSSIONS. THIS IS NOT HOW A GOOD PHARMACY OPERATES.

UPDATE:

I have been on a call with your people for AN HOUR AND 23 MINUTES only to find that your company was trying to run the prescription under a very old account. Ultimately, they fixed the problem, but this was an hour and a half of my life that I WILL NEVER GET BACK not to mention the amount of irritation. FURTHERMORE, I SHOULD GET A CALL WITHIN THE NEXT 72 HOURS AND THEN THE MEDICATION SHOULD BE SHIPPED WITHIN SEVEN MORE DAYS. THAT IS A MONTH FROM THE DATE MY PRESCRIPTION WAS ORDERED. COMPLETELY UNACCEPTABLE.

My name is Ireleen Nobles, email address is [protected]@gmail.com

I have tried numerous times to log on to Express Scripts and have failed. I have changed my many times, logged on successfully and received a verification code only to be notified that the code was incorrect. I have spoken to Customer Service two times today without any relocations. I am totally frustrated. What can I further do to successfully log on to Express Scripts?

Inbound and outbound calls do not include information being sent to the CSR. I received a call from Express Scripts (an unknown number) and the person on the other end asked why I was calling. I wasn't calling.

I worked in the IT department of a call center over 20 years ago. We had the phone system setup to provide the CSRs with all the information on the customer in the database as soon as the call was transferred to the CSR. That was over 20 years ago.

Express Scripts does not even provide the CSR with names. They make outbound calls from unknown numbers without providing the customer nor employee with basic information.

They also refuse to let the customer speak with anyone in the department that can affect a change.

I have sent in prior authorization for the omnipod 5. I have been denied. No reasoning is given on the website for express scripts. My physician has sent in the information regarding the need for this since I am a type one diabetic with high HGa1C levels and poor diabetic control. This is what is copied from the tricare website.

As of Feb. 15, TRICARE covers the Omnipod 5 insulin delivery device under your pharmacy benefit. You must have pre-authorization from your doctor. Right now, you can only get the device at a retail pharmacy. To find the cost, coverage rules, and availability of this device and other products and brands, check the TRICARE Formulary Search Tool. You may find some products available at military pharmacies, through home delivery, or at TRICARE retail network pharmacies. Remember, if you use the US Family Health Plan (USFHP), you must use a USFHP pharmacy provider. When you have USFHP, you can’t use the TRICARE Pharmacy Program.

I would like to know why I am excluded and why I was denied for this item.

Doctor sent in a new prescription on 2/16/23, I received an email from express scripts they are processing the prescription on 2/16/23, today is 2/22/23 and no prescription delivered or any notice of an issue that it's not being filled. Apparently, my RX plan has 3 subcategories and was filled under the wrong category so instead of correcting the problem, my prescription sits in limbo. it's labelled as being processed. I call Express Scripts late on 2/22/23, to find out the status and told to call back during business hours. The woman I talked to said to have my doctor call in a one-month prescription to carry me thru until the clusterfuck is fixed. I call my doctor to get a script sent to CVS. I go after work to pick up my medication at CVS and I'm told it's too early to get filled since it was filled on 2/16/23. the clerk at CVS tried to override the system but no luck. Back on the phone with Express Scripts to get this fixed. But was given a phone number to have CVS call to get an override code so they can fill my medication. Why am I doing all this work dealing with a company that states they make filling prescription simple. I hate dealing with total stupidity. I will be slowly getting rid of Express Scripts as my other prescriptions come up for renewal.

Have not been able to log into the express scripts. here in Surprise AZ. 85379, talked to their tech. rep. hired a computer tech to see if just me, not able to correct, don't know prescription number so cannot get my medicine. Don't know how to correct time, I served 24 years in the Navy to get medicine and now cannot get! This has been going on for a month and half, they can not seem to get it corrected, it all started when they went to the 2-tier log in system. Cab you please help. freeman [protected]@yahoo.com

On the morning of January 9th I received a phone call from Express Scripts asking for approval to charge my charge card, which I immediately returned. During the conversation I found out that the renewal of the 2 prescriptions was for 30 days not 90 days I canceled the order. I was told the order had been canceled and that my charge card would not be charged. Later that day at 8:11pm I received an email notice that 1 of my prescription drugs had been shipped about 10 hours after my morning conversation to cancel. I immediately called and was told not to worry that my card will not be charged and that as soon as I received the drug to call back and get disposal instructions. I offered to send it back to Express Scripts but she said just call back for instructions to dispose. I received the drug on January 12 at 2:15pm. I called the operator was given instructions on how to dispose. I asked about the credit card charge and was informed my credit card was not charged but I owed the money anyway. The label was created 10 hours after I canceled the order and wasn't sent to the shipper until the following day in the morning. I spoke with a supervisor who told me that a 'higher up' would call me by the following evening on January 13. To date I have not received a phone call. It is not my fault that they canceled one drug and not the other. There was plenty of time to get both drugs canceled and not shipped.

This is not the first only the latest failure by Express Scripts.
On 12/5/22 I ordered a refill of two meds.
I heard nothing for three weeks
On Christmas day I received an e-mail saying we are having a problem filling your medication.
On 12/27/22 I called Express. A supervisor approved a No Cost refill at a local pharmacy.
On 12/29/22 the pharmacy insisted Cina Express set the price and I must pay.
I called again 12/29/22 asking for a refund.
Each call to Express is an exercise in frustration and wastes at a minimum 45 min to over 1 hour.
They sent a two page form with superfluous questions to which they have the information. It is part of their tactics to frustrate and delay.
I filled a complaint with the CA Pharmacy Board which was held vaalid. I fiilled with other Pharmacy Boards and will file with state Attornys General. The idea is to make their bad behavior costly.

I spent 1 hour and 5 mins on a call with Express Scripts Customer Service to discuss a claim for reimbursement that I submitted on 9 December 2022 and noticed that they rejected this claim stating that I was refilling the medication too soon. They discovered that they had made an error when processing this claim after discussing with their supervisor and researching it they came back on the phone and told me they had discovered the error, but they did not have the authority to override the rejection, and told me I would have to call their appeals department to try and get the claim reimbursed. If you make a mistake and then expect me to call around your company to try and fix it for you, your level of customer support is seriously lacking and your being extremely disrespectful to those you are contracted with the DOD to support. Based upon this experience today 1/16/2023 I entend to file additional complaints regarding your company and the poor service.

Express Scripts works with a specialty pharmacy, Accredo. Both of these companies are absolutely horrendous to deal with. When I call, I spend about 10-20 minutes getting through their automated system only to get connected with someone who is very difficult to understand, as they do not have good English speaking skills. Most of the time this person can't help with the issue and I'd be lucky to be successfully transferred to someone else, but more likely I'd be disconnected and have to start all over again. I have been yelled at on the phone. I have been denied the ability to complete their "survey" after the call to report my experience. They do not send you a bill monthly. They would not send an itemized breakdown of the proposed due charges when I requested it multiple times. They do not specify the total cost, minus patient assistance minus insurance coverage, and total patient responsibility. I think they overcharge the patient and the insurance and are making big bucks and no one seems to do anything about it. They put a stop on all future orders due to non-payment/overdue bills (that they never sent me). This company has a monopoly on the marketplace insurance plans, as they all have to go through express scripts. I tried to change insurance plans so I would not have to deal with them ever again, but I can't find one that doesn't use them. Absolutely horrible company. If anyone has an affordable insurance plan that does not require the use of express scripts and accredo as the approved specialty pharmacy, please let me know!

Good day, please be advised that I am having a major problem with Express-Scripts in obtaining my Diabetes medicine. They billed me in Oct. 2022 for 90 pills but only sent 45 pills. Waited and waited, called and called again never received the balance. I took my last pill on Dec 30 and have been calling and calling and getting run around. My Doctor had to put an emergency order in at CVS for my medication. Appreciate Aetna looking into Express-Scripts as they are submitting payment requests to Aetna for services I and I am sure others are not receiving. Today is Monday, January 9, 2023 and I have yet to receive my Diabetes medication that Express-Scripts states... "it's on its way." Appreciate your assistance. Thank you!

Why is it ok for you to be out of my diabetes medication? even if my Dr orders a substitute, there's the red tape of the required "preauthorization"... If you can't keep the required medications in stock, then abbreviate the preauth procedures. It's not fair to the patient! exactly how long will this medication be out of stock? Its been over a month now...

My ID [protected]

I signed up for Express Scripts Medication delivery

I had a lot of questions and made several calls to learn the process and provide a list of medications. I did not need 3-month refills on some of them. I wanted to know what to do. I spoke with 4 or 5 representatives. I did not want delivery to start until January 2023. I was told it would be on hold until then with one exception that was already on the way. Two more medications arrived in December. I asked why when they were on hold, I was told because it was a new prescription. Not new to me. I have been taking it for several years and was on the list I provided to Express Scripts. The rep said she could put a restraint on the file that a new RX would not be shipped until I gave permission. I asked to speak to a supervisor who told me there was no hold or restraint on my account. She said her name was Marsha. I asked why the prior reps I spoke to would tell me those things. I was told when I signed up "I gave them permission to handle it their way". 2 of the reps were nice and helpful. The others were rude, and no one seemed to know what the others were talking about. That is incompetence

On 12/22/22 (Email) and on 12/23/22 (phone call) I notified Express Scripts that I received an email that 2 of my prescriptions had shipped. I checked the website and to my dismay found that the prescriptions had been shipped to my home address instead of my temporary address. I had filled out the temporary address form on the website and provided the dates in which I would be at this address. In speaking with the supervisor in a phone call, he was very rude, did not listen to me and interrupted me several times. He said that in addition to filling out the temporary address form on the website, that I should have also called Express Scripts. I told him that there was nothing on the website that said this was required and asked him to mail my prescriptions to the temporary address and not charge me for them ($10 each) because it wasn't my fault and that I had done everything right. He said it was my fault that I hadn't called and that he would charge me for the additional prescriptions.

I have been a member since 07/01/2021. I started fertility treatment in January 2022. I had to purchase medications out of pocket due to time specificity of this treatment. I have been trying to get reimbursed for the cost since May 2022. I have all original receipts, prior auths and drs notes on file. Yet, Express scripts keeps denying my claims saying I have no coverage for these medications.

I have been transferred from department to department over a hundred times in the past 7 months. Not to mention every call session takes more than 2 hours each time. Nobody tries to follow-up. Every time i call for an update, I have to walk them through the entire story from the beginning. Nobody has a clue as to what the previous rep put in the notes. This entire process has been so frustrating and stressful to me. Representative keep disinforming me to get me out of their hair.

One of two meds were delayed with no explanation. The med is available at a local pharmacy. I took it upon myself to divert the prescription to that pharmacy, at personal inconvenience. They need to better communicate with clients and advise them when they can't fulfill their responsibilities, rather then let it sit there indefinitely on their website as "delayed". If a local pharmacy can get the med, why can't they.