Express Scripts
reviews and complaints

In August 22, 2022, I was notified by text message on the VCU medical patient portal that a prescription for Jardiance had been called in to Express Script for me to start taking. I researched this medicine right away and called my transplant coordinator to let her know that I will not be taking this medicine. I signed into express script to see if they had recieved the prescription and to see the price. The prescription had been received but no price. Days later I was billed for Jardiance I then called Express Script to let them know that I did not need the medicine and not to fill it. They said it was processing so they had to send it to me. I informed them that I could not afford to pay for medicine that I wasn't going to take. The only advice I was given was to dispose of it properly. I don't think I should have to pay for medicine that could have been canceled. It took about two weeks after speaking with a representative for the medicine to arrive and I returned it unopened.

I also informed my transplant coordinator to notify me before sending any prescriptions to Express Scripts.

I just saw my physician today and after a TKR of L knee on 8/12 and then a second surgery on the same knee 8/19 for complications. The doctor saw some redness around the wound and to prevent

Infection ordered doxycycline twice a day. The cost is $130.00 to buy without plan. Plan is demanding a Pre Auth. When doctor’s office called they stated there was no Pre-Auth required! So why is CVS not releasing this med and telling me it could take days. If this prosthesis gets infected I’m going to be in big trouble because of this bureaucratic nightmare! Please Advise!

I am a pharmacist and owner/CEO of Cleburne Drug Pharmacy in Cleburne TX.

NABP# 4515827 NPI# [protected]

For the past 2 days (8/22/22 - 8/23/22) I have been receiving rejected claims at my pharmacy.

All Exp claims with Group# ALCONRX & ALCNRX1

have been rejecting starting Monday August 22, 2022

The reject states: Product/service not appropriate for this location 307-C7

When I call, the customer service department is no help, they require me to email for assistance. Then my email response stated that they do not handle researching rejected claims in this department.

Please help me understand what has happened and how I can get back into network?

We have several patients with this group #. I cannot understand what happened?

Effective August 1, 2022 Express Sxripts will be counting how many times your prescription has been filled in a six month period. If you have refilled prescriptions on the 27th day or the 28th day since your last 30 day script, you may not be able to fill your prescription. No notice was provided to patients. Therefore if you have a life and travel for work like I do, you won’t be able to refill your prescription early without having problems later. And if you want a vacation exception from them, they may give it to you but only if your are gone long enough. I made the mistake of telling them the truth that I was leaving on a Thursday and returning on a Tuesday…well that’s not a long enough vacation for them to give you a vacation exception. And if you do get it, be prepared to have to wait longer than 30 days to fill your next prescription. And if you want to appeal their decision. You’ll likely be advised you need to talk to a supervisor, which seems to be as mythological as a unicorn. I’ve waited multiple times in a cue to talk to a supervisor without any success. I’ve voicemail messages that haven’t been responded to. I have sent emails-approximately 20 so far. I have chatted online and no one is responding. So they say you need to talk to a supervisor but it isn’t even possible. When you look on their website they provide instructions how to appeal, no forms and not even an address. I’ve asked for an address through an online chat and I was told that wasn’t available. I’ve called my healthcare provider who encouraged me to report Express Scripts to ERSA. I see they have been sued multiple times for bad business practices. How does this company continue to earn billions? Why is the only number on their website for ERSA? Because I actually called, I can tell you it was much easier to reach someone at ERSA than it was to talk to someone at Express Scripts. Shame on Medica and United Healthcare for consorting with the likes of Express Scripts. It’s a fraud. You have no rights as a patient and they make it impossible to appeal their decisions.

Whatever you do please do not sign up for autopay with this company. I was enrolled in autopay until yesterday (August 9th). The bank account I had on file was closed due to fraud on my account, I changed the account with Express scripts and they still sent payments to that account and I do not know how because the old account was removed. Of course they were charging me fees to my new account, go figure. To make a long story short, I had a credit on my account because one representative had me pay for a medication upfront leading me to believe they would use the credit for the prescription. That did not happen they still charged my old account costing me more fees because of course the bank rejected the payment. I called back about the situation and was told I would receive a refund in the form of a check, two weeks later, no check. I called and the representative I spoke with was kind and very empathetic to my situation. She did everything she could to find my money, however, the person in that billing office claims there was no credit and my money is gone. Who has money to give away these days? The person or persons in that billing office stole my money and I want my money.

on 11/24/2021 i filled three prescriptions at walgreens pharmacy I paid full price at the time because i had been laid off and transitioning to cobra and my wife was in the hospital with covid pneumonia. so eversince i've been trying to get express scripts to reimburse me! i have been in conversation with all manner of empoyees on the phone 15 hours or so overall. mailed in documentation, and been denied wrongly. as i was covered retroactively from 11/01/2021.

Call customer support gave all the information she required and not showing on express script system, but shows on my husbands BlueCross/BlueShield Insurance card.

What is there left to do, his medications are too expensive to pay out of pocket. What the heck is the deal.

He's been able to refill his prescriptions before today. But this time a prescription that cost 19.00 before now cost 189.00.

June 28, 2022. A 90-day supply of medication was mailed to me, a confirmation was given that it was delivered to my mailbox. However, it was not placed in my box. I contacted customer service multiple times and was told that since my insurance company transferred my prescriptions to another provider days after it was supposedly delivered, they could not ship a replacement. I am without my prescription now for 90-days. I need a replacement fill please. Thank you.

[protected]@gmail.com

I have been taking Lyrica for 2 years for diabetic nerve pain. My doctor sent my prescription in for my routine prescription for 90 days. Long story short express script has decided they need me to try again pregabapentin which I had already done 3years earlier. It didn’t work then why would they think it would work now? I’m having horrible headaches, sharp pains around my ears and severe nausea. I also in 5 weeks am having eye surgery and need Expensive eye drops before I can have the surgery and guess what Express Script isn’t going to fill the prescription . My dr. Said he wants me to. take restasis. Express Script is not my doctor. My doctor says her patients complain about Express Scripts she says are very hard to work with also. Express Scripts has made my elder years full anxiety,stress and pain worse than it should be. Don’t choose them and if you do please read all the complaints here. This could be you writing a complaint in due time.

My son's doctor sent a prescription to Express Scripts on May 4, 2022 for two different items related to an insulin pump system. Express Scripts is covering the Omnipod 5 G6 packs for insulin delivery however it is NOT covering the Omnipod 5 G6 Intro Kit. My son can not use the packs without the Intro Kit. I am asking that Express Scripts considering covering the Intro Kit since they are already covering the packs. The packs include the items that attach to the body and the intro kit includes the device to activate the packs and administer the insulin. We are not even able to put insulin in the packs without the device in the Intro Kit. Thank you.

I have never ever seen such a

Clown Pharmacy like this Express Scripts. I'm actually new to Express Scripts , the clown show. I figured I would TRY them,

Damn what a mistake that was. I called for

The past 7 days straight because they had screwed things up so bad & claim "They can Not call out"!? (I bet if they had an Emergency/911 they'd find a way!) ANYWAY-

My doctor called in a NEW prescription for me. I was told that my prescription would be sent out the VERU next day, May 4th 2022. The FOLLOWING day I'm then told it won't ship out till May 9th.

Now I'm being told not till July 11th? What the hell is wrong with these people?

Never knew ANY pharmacy like this and unprofessional.

I'm completely done with these people, DONE!

I have a condition for which I have spent years trying every possible medication except for the one we spent 2 weeks doing PA forms for this month. I even paid for the first one years ago to test the results against for a strong case of ADHD-C. This prescription is hundreds of dollars every month if it not covered. The maker of the RX in question has sued multiple times to keep it out of Generic coverage. As such we knew we needed to try the alternatives before attempting this one. I tried them all. Literally. To great discomfort, pain and impact on my own life and career.

Yet, Express Scripts for which already lacks good pharmacy choices, pushes their own mail service? and has IMHO opinion a possible conflict of interest between caring for patients needs and profits... has denied this medication. Out right.

This choice has had a dramatic and visible impact on my quality of life. One that is obvious and reasonable to see for any normal person. If you are an employer and looking at express scripts as a provider do your employees a solid here and RUN AWAY. OR screw them. That's your choice.

I have been using express scripts for over 15 years since retiring from the Air Force and not living near a MTF and have had issues but these last 2 have pissed my off. I did not know that a prescription of Lubiprostone 24 mcg needed a prior auth until I was just looking on the website of express scripts for an update and found it was on hold. I called to talk to customer representative that informed me that my prior auth had expired in Jan 2022 and needed a new one so I than asked has my provider been contact in regards to this which I was told I needed to talk to prior auth. Got the number [protected] for prior auth and ask after finally getting to talk to a prior auth (the above number goes to regular customer service) person I was informed they hadn't reached out to my provider and I asked what can I do since no one of knowledge had done the job to ensure I was given my needed medications and was told to have my provider call and verbally give an prior auth. So a week goes by than I check my status on the website again and got a noticed that this prescription Lubiprostone was canceled do to express scripts now does not cover this medication. So I asked what was the options I needed to do to get this medication and I need and was told I could have my provider write and new prescription for Amitiza 24 mcg which is covered (I informed Roger that my original prescription written back in Nov 2021 was for Amitiza and got it for that Amitiza but when it got refilled 3 months later express script changed the medication to Lubiprostone 24 mcg due to it being a generic form and cheaper) I than asked since express script created this issue with Lubiprostone and now I have to have my provider to call and give a verbal prior auth for Amitiza why was any of the reasons the medication wasn't going to be filled and I needed a different medication I got no answer just like always.

Than I checked on another order that I placed 04/10/22 for Nifedipine Er 90 mg it was find this morning because the status showed the order was received than when I check the status 2-3 hours later this medication order placed on hold than 2 hours late when checking status the medication was stopped. This was all due to express script is having difficulty getting a shipment of this medication and they don't know when it will arrive. I was told by Shawndra that I could have my prescription that express scripts has on file for this medication and it is still active to have a local pharmacy (Walgreens) to call customer service and request this medication to be transferred to them. But to my anger the medication was stopped and I had to deal with another idiot at express scripts in regards to why and why can I not have this medication transferred to Walgreens if the pharmacist from there call them. I was informed I could have my provider send in a prescription which I asked why when the current one still have available refills just have it transferred which she said she can have that done just have Walgreens call to request this.

I JUST DON'T UNDERSTAND THAT EXPRESS SCRIPTS METHOD OF NOT INFORMING THEY CLIENTS OF WHAT IS OCCURING AND THE ONLY WAY YOU KNOW ABOUT YOUR ORDER IS TO VISIT THE WEBSITE TO CHECK THE STATUS THEN GET NO WHERE WITH ANYTHING BECAUSE THE CLIENT WILL HAVE TO CALL THEIR PROVIDER TO HAVE THEM CALL EXPRESS SCRIPTS. ALL THROUGH MY YEARS WITH EXPRESS SCRIPT I HAVE STRUGGLED WITH THEM GETTING MY MEDICATIONS TO ME IF NEEDED A PRIOR AUTH OR THEY BELIEVE THE GENERIC IS EXACTLY LIKE THE NAME BRAND WHICH NO WAY IN HELL IT IS BECAUSE I DEALTH WITH GETTING MY NAME BRAND MAXALTH FOR MIGRAINES FOR 2.5 YEARS BACK IN FORTH DEMANDING EXPLAINATIONS AND SUCH. I WROTE ALL CONVERSATONS DOWN WITH WHO I TALKED WITH DATE, TIME AND SUCH AND ALSO WENT AS FAR AS PULLING THE EXPRESS SCRIPT POLICY ON HOW NAME BRAND MEDICATION CAN BE APPROVED IF THERE IS A ISSUE WITH THE GENERIC. I AND MY PROVIDER WORKED 2.5 YEARS GETTING THIS APPROVED WHICH IT DID BUT IT TOOK ME CONSTANTLY CALL, ASKING, DEMANDING EXPLANATIONS AND MAKING SURE I TOOK GO NOTES TO GET THIS DONE. NOW I FEEL LIKE I WILL HAVE TO GO BACK THROUGH THIS AGAIN DO TO 2 NEW ISSUES. WHY IS IT UP TO THE CLIENT TO CHECK UPDATES THAN CALL ASKING WHY THEY WEREN'T NOTIFIED OR THE PROVIDER FOR ANYTHING TO GET DONE. THIS ALL IS [censored]

I have been getting my prescription from Cigna Medicare part D for 8 years. I had no idea that Express Scripts was now handling my part D prescription plan! I have had no notification of this. My book and card has Cigna.

I went to use my prescription plan for first time 2022. I get a 90 day supply. The prescription that I have been taking for 4 years…now I need a prior approval. This started over 2 weeks ago. My doctor had to send my diagnosis and how long I have been taking this drug. Once we showed that I have a diagnosis that is FDA approved for drug. We satisfied that requirement. Then they wanted me to try a different drug that has terrible side effects. By the way this drug is not FDA approved for my disease!

Got the approvals and still denied. Express Scripts blamed it on my pharmacist. I transferred my prescription and it still was denied! This is just crazy. This is how Express Scripts are treating our Medicare part D seniors. This has been going on for over 2 weeks!

I have been getting emails from this company since June 2021 WITHOUT ever signing up for their service. Because I refuse to give them my social security number they won't remove me from their email list or provide me with "my" member ID to recover the account. If this harassment doesn't stop I will file a civil suit seeking an injunction seeking the same and potentially punitive damages.

This is a continual/ongoing/insane making problem. We have tried since November of 2021 (it is now March 2022) to receive medication denied by our "Other Health Insurance." We have faxed 5 different fax numbers given to us by Express Scripts representatives. NONE of the fax numbers have recorded in the system so we can get the medication now critical for kidney disease. Our only outlet is to mail the denial letter to Express Scripts with the dream that someone will actually see it and enter it into the system. Why can't you take a scanned pdf of the letter and let me email it to the representative?

Oh, and by the way, your pre-auth program is not much better, we had to send the pre-auth from our Dr., twice because they lost the first one. I suspect if we ever get the denial letter in the record system, you will have lost the 2nd pre-auth by then.

I spoke with Asia and explained we are new to the company. My son will be traveling out of the country and will run out of his medication while abroad. She said there was nothing that could be done because our plan doesn't allow for a "vacation override". I asked her if there was anyone ese in the company I could speak with and she hung up on me. So far my experience with Express Scripts has been extremely inferior to the service I received from our previous mail order company, Optum RX. To make matters worse, she was unprofessional and audibly yawning while I was talking to her. This happed at 12:30 pm on 3/7/22.

Express Scripts has a responsibility to send prescriptions in a timely manner - They fail miserably! They do not fill prescriptions timely, they use the cheapest postage which can take 10 to 14 days.

Summary: The are late to fill Rx, take their time sending out using insufficient postage.

Therefore. critical prescriptions arrive extremely late, if at all. Twice I Never received my prescriptions.

Critical medications are NOT treated with proper lead time or sufficient postage to arrive when needed.

Express Scripts is a shamefully inept operation. Each person you speak with tells a different story. That suggests someone is not telling the truth. Cigna is the insurance company that controls/owns Express Express Scripts has a responsibility to send prescriptions in a timely manner - They fail miserably! They do not fill prescriptions timely, they use the cheapest postage which can take 10 to 14 days.

Summary: The are late to fill Rx, take their time sending out using insufficient postage.

Therefore. critical prescriptions arrive extremely late, if at all. Twice I Never received my prescriptions.

Critical medications are NOT treated with proper lead time or sufficient postage to arrive when needed.

Express Scripts is a shamefully inept operation. Each person you speak with tells a different story. That suggests someone is not telling the truth. Cigna is the insurance company that controls/owns Express

For 3 months express scripts has been denying a prescription for ozempic, a weight loss drug. Email after email, one letter saying I appeal, and a long phone call today — still no

3 years ago, at age 71, I was diagnosed wit an extremely fatty liver. For years my primary care physician has said I needed to lose weight, nothing worked - even increased gym time. Blood work fine, just overweight.

For past 3 years she has been telling me to have beriatric surgery. Last year, I signed up for the beriatric program at univ of tennessee.

The program leading to surgery is about a year long. You are supposed to lose weight before surgery to decrease liver size. Ozempic was helping me lose weight. But I was given free samples. Express scripts continuously denies me this prescription despite prior authorization form, several emails, a letter and phone call.

I started taking Wegovy last year and had an approved pre-auth. Then, when I tried to fill this year, was told I needed another authorization. Now I have been off my meds for two months and the pre-authorization was denied again. I have spent so much time with no satisfaction speaking to your different departments who just read me words off a screen. I am at a loss on how to get my prescription filled and am so frustrated that my insurance company farmed out our pharmacy coverage to you. It should be up to my doctor to determine what medicine I take, not you. Now I was informed that the appeals process takes another two weeks. This is a medication I have been on for insulin resistance for over a year but because the higher dosage is marketed under a different name, I am having problems. Although not life threatening, it is certainly messing up my metabolic system.