Express Scripts
Reviews and Complaints

I reordered my 90 days refill prescription for DuLoxetine and Baclofen on Express Scripts website like I normally do on 9/10/2023. As of today 09/26/2023 I still haven’t received my prescription refill for both. I have been out of my Duloxetine since last Wednesday. I am having serious relapse issue with mood changes and just not feeling well along with other thing since I haven’t ran out of the DuLoxetine. I called Express Script on 09/19/2023 to check on the status of my prescription refill. Express Scripts stated there was a delay that couldn’t be explained but my medication would be shipped on 09/20/2023. I have called Express Scripts several time since, they state I need to wait 30 day to determine if my prescription is lost or not but what the hell am I suppose to do in the mean time when I am totally out of my prescription of DuLoetine? This is not the first I have had this delay with Express Scripts concerning refilling a prescription.

Express Scripts makes the process of ordering Humira through their company complicated and complex. I have experienced delays in receiving my medication delivery of days and weeks. When I call to speak to them about scheduling delivery I am put on hold for extended periods of time, ten or more minutes. I use their app to order my Humira. In July they simply cancelled my order without notice. They explained that the order had to be scheduled for delivery. I did not receive any phone call or message explaining this. The next time I attempted ordering, I called to schedule delivery, not them. I received my medicine later than when I was supposed to take it. This last time I ordered it, I called after I put the order through but was told (after a long hold) that I would need to wait and get a call from them within 48 hours. No call came through. I followed up with a call to them (again placed on extended hold) and was told the medicine would be delivered next Wednesday, which is six days later than my scheduled day to take my injection. This medication is overnighted or 2-day shipped in a cooler. Why the delay from Thursday to Wednesday to deliver? That doesn’t make sense. They also claim that they left a message on my voicemail. We verified the number was correct. They never called. Whoever made the note that they left a message on my voicemail was mistaken. I never received a call or a message. I am miserable in pain when Humira is delayed. I found out that my outpatient military pharmacy has Humira, so thank God—I will NEVER use Express Scripts again as long as I don’t have to! They absolutely stink at what they do and cause anguish, frustration and detriment to patient care.

My new prescription was called in for 90 day s/upply on 09/08/2023. Someone changed it to 60 day supply per my insurance. No one called me. I called on the 09/08/2013 and I was told it was being processed but no one said a thing about 60 day supply. I called today to see why its only 60 day and why it hasnt shipped out. I was told on the 8th that it was processing and I would get it in a week. It still hasnt shipped and wont ship until friday with another 5-7 days. So now I will run out and have to contact my doctor for the 4th time to get a script that I have to pay out of pocket for just to get cover not getting my medication. I have all of this recorded. This is a horrible system and I have requested my prescription to be transfered back to walgreens so I dont run out of medication. I will never use this pharmacy again for any medication that I cant go without. Horrible that this company cant get its [censored] together.

I’ve been unable to receive reimbursement for my out-of-pocket medication expenses. My recent experience has proven to be deeply disappointing and has led me to question the efficacy of your services.

11/23/22 $ 171.93 (partial fill 30 of 90 pills) I had to cover the costs of my prescription medication out of pocket due to confusion with the pre-authorization on file

12/23/22 , 338.96 (remaining 60 pills) As the preauthorization issue still wasn’t settled.

I was told by express scripts that they didn’t have the preauthorization on file, I contacted my Dr and was told it was submitted 11/22/22 and they resent the preauthorization to express script multiple times yet I was continually told they hadn’t received it. After many phone calls to express script I was finally told that they had it however the Dr didn’t check a particular box needed to process the authorization. At that time I contacted the Dr and he immediately corrected his error. Had I been given the correct information from express scripts when I originally inquired the situation would have been taken care of immediately and I would not have had to pay out of pocket.

Additionally while trying to rectify the situation with the preauthorization I was told by express scripts to have it filled at the local pharmacy and I would be reimbursed.

I have repeatedly been refused reimbursement for both expenses.

When I was originally refused for the $171.93, They claimed the prescription was refilled too soon, which was incorrect. The prior fill was dated 10/12/22. I again contacted express script was told to resubmit and it would be paid. I again was denied and again called express script. At that time I was told to file an appeal which I filed on 8/04/2023 and this time I was denied because I used a coupon when filling the prescription. I was never told that if I used a coupon I would not be reimbursed

The reason for the originally refusal for the $338.96 was because the pre authorization wasn’t received when the script was filled. Yet the pre authorization was dated 11/22/23. After talking again to express script I was told it was an error and to resubmit, and then was refused because the rec’t submitted was not correct. However the rec’t was from the pharmacy and the only one I have. I was then told I was denied because I used a coupon when filling the prescription.

I then contacted customer relations via email since I the only phone number I could find was to member services.

Below is a list of those emails again with no resolution

Date Email From Information Requested from Express Script Date I replied

8/27/2023 Natalie Patient's name 8/28/2023

Date of birth

Telephone #



8/29/2023 Keira Name and strength of medication 8/29/2023

8/31/2023 Chunmei Thank you for your online inquiry.

I sincerely apologize. I will be happy to assist you.

I wanted to discuss this issue with you over the phone; however,

it is outside the timeframe that I am able to contact you.

Our team makes outbound calls between 8:00 am - 7:00 pm in your time zone.



9/7/2023 Jada Medication name and strength 9/7/2023

Full prescription number

Claim number and date



9/10/2023 teri Patient name 9/10/2023

Member ID number

Name of the medication

Strength of the medication

Patient address and phone number

Prescriber name, address, and phone number

Description of the reason for the review request

I was prompted to set up a delivery for medication, and I informed Express Scripts, known to me as Accredo, that I needed to know how much it was going to cost before I consented to the shipment. I was told an estimate of $1,908 and that it could be adjusted once my insurance, Regence, was contacted, and the copay amount confirmed. We set up a tentative shipment date of March 8, 2023, reassured that I could cancel. The medication arrived at my doctor's office, The Portland Clinic, on February 28, 2023, unknown to me until they called to set up an appointment for injection. I refused as I was never told how much I would owe if I went forward with the injection. I attempted to call Regence myself for an estimate but they were not able to give me one without a Diagnosis Code, Procedure Code, Provider Name, an A J Code, and whether it was considered a therapeutic injection. No one was able to provide me with this information. Sometime after June 6, 2023, I received a bill from Express Scripts for $1,563.32. After countless communication between myself and Express Scripts, The Portland Clinic, and Regence, Express Scripts found me not at fault for the amount owed on July 31, 2023: saying that the employee I spoke with should not have said that the amount due could be adjusted after it was shipped, because once it is shipped, an invoice is created, the claim was sent to the insurance company, so the amount quoted to me would be my copay and I would be responsible, but failed to let me know, only continued to send me bills and ask for payment every time I called. As of September 8, 2023 I cannot get a turnaround time for when the amount will be charged off, and I keep receiving bills in the mail.

I am an Exxon Retiree with Express Scripts as my prescription provider, ID #[protected]. Approximately every 8 to10 months. I my doctor prescribes a controlled pain medication k/a Tramadol. This has been provided since my left knee replacement in 2010.

Initially it was not considered a narcotic and since it contains no Opium, it is not an Opioid. It was classified this way, I'll estimate about 8 years ago

My Doctor prescribes 120 tablets to be used every 6 hours as needed. I use the medication as sparingly as possible, hence the 8-10 delay in renewal.

Your Pharmacy has, except for last year, consistently arbitrarily shorted this prescription by 8 tablets, providing 28 initially with 3 refills (112 tablets).

I initially overlooked this until now. and contacted customer service. After 2 hours and speaking to 2 customer service reps and 3 supervisors I'm confused and frustrated. The reasons given ranged from State Regulations, Exxon Policy to Express scripts adhering to some ambiguous plan.

Can you please straighten this out and inform me how and what guidance to give to my Doctor in order to avoid this in the future. I would also wish to know that the missing tablets are being pilfered by someone in your organization.

I would prefer to solve this problem on this level and not bring a grievance to Exxon Management

Sincerely,

William L, Bianco

The phone tree put me in a loop. I was trying to speak to a live person. I pressed 0 and the loop continued. I pressed 0 again and was finally able to talk to a live person.

Also, I had to call twice as I was put on hold for 11 minutes and then the phone was hung up.

Finally, and most importantly, how do I know a prescription in in the hands of Express Scripts? How do I know it is current and not expired? ExpressScripts can do a lot more, such as send an email, when a prescription for "maintenance" medications expires.

1. Complaint - while speaking with a rep about my Lisinopril 20 Mg Tablet prescription, I stated I understood the reason the prescription had not been filled and was seeking additional information. The young lady I was speaking with hung up on me. I thought for a moment that we had just been disconnected. I knew I wouldn't be able to contact her so I was waiting for a call back. Since that never happened, it had to have been a hangup.

2. Compliment: When I called back, I spoke with Grace who was very pleasant to have a conversation with. She listened to my need to have the prescription because I had taken the last pill this morning. After checking your website, seeing the prescription marked "PLACED" I was waiting for it to arrive. Thankfully, Grace said she would make sure that I would be able to pick up the medication at my local pharmacy and that she would be contacting my doctor to do that and get my 3-month mail prescription set up. There was no survey at the end of the call so I want to make sure that Grace gets a score of 5 in all areas of that survey. You are lucky to have a rep like Grace who is pleasant and helpful. I wish I knew the name of the first rep but thankfully the survey did work and I made sure she got a score of 1 on the entire survey. I hope you are able to locate her and see why our conversation died mid-sentence. Very poor service and a bad attitude for someone whose job is dealing with the public.

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.