OptumRx

My neurologist submitted 2 prescriptions on 10/2/2018. One of those prescriptions (Vimpat) was filled on 10/8/2018. The other (Onfi) was not and Optum told me that they needed a pre-auth, which had already been sent in from my neurologist office. I kept receiving emails saying there's a delay, but didn't say what medication it was for. Come to find out the email was for my 90 day supply of Onfi. I'm on 50mg a day, so two prescriptions. One for 20mg and the other for 10 mg. So after much stress and many phone calls, I was told Optum was pushing this thru as urgent. Well I called back, no record of being pushed through and I should receive on 10/18/2018. Called again, same thing no record of the medication being filled. The last representative finally filled it on 10/22/18, which I received on 10/25/2018. In the interim, an override for a 30 day to be filled at Rite aid pharmacy. Vimpat was filled on the correct date, where I could receive another 90 day refill before year end. Since Optum screwed up on Onfi, I'm being penalized for Optums screw up and can't get the refill until next year. I filed a case and the rep agreed with me and said she would have someone call me. On 10/26/18 I received a call from Mona who said she could not change the refill date that it would be insurance fraud, so there again I'm being punished for Optums screw up. Now I think I know what happened. Optum knew that a generic was coming out on 10/21/2018 and didn't fill the prescription until 10/22. This was not disclosed to me, but I figured it out on my own. I won't take a generic because I do not want to change what I'm currently taking. I'm battling a stage 3 malignant primary brain tumor and highly seizure prone. Any change in medication could cause a grand mal. I believe Optum needs to fix their mistake or be reported on their own insurance fraud mistake. As of today, they are telling me that I can only get the generic, which is a problem and I can't get my 90 day supply because they filled it too late. I really despise this company. They are causing me so much stress, which is not what someone needs while battling brain cancer.

Received coupon for 30-90 day of Restasis multidose vial up to $300. Local Pharmacy, Meijers attempted to fill prescription for 30 day supply. This is the smallest amount available.

This medication had not been filled in more than 6 months. The reason I was not allowed 30 day supply was not specified. The pharmacist stated she tried everything to try to get the prescription to go through. When she did OptumRx called her directly and told her they would not cover it. OptumRx would only allow 27 day supply. Co-Pay was $20.

I called OptumRx on Dec. 14, 2018. They do not honor any coupons. They would not honor this coupon. This is the same no matter which local pharmacy I took the coupon to.

I cannot redeem the coupon for 90 day supply as OptumRx is the only pharmacy I can use for any 3 mo script fill. I cannot redeem it for the 30 day supply as OptumRx has limit the dosage of the vial to a non-standard 27 day supply!

$20 Co-Pay was paid to Meijers Pharmacy for Restasis 3 day supply on Dec. 15, 2018

On 11-27-18, I was on the phone with a rep, trying to figure out what they had profiled, and what needed a Dr.s refill prescription. The rep, flashed through what was profiled and immediatly tried to fill one that was far to expensive untill the new year started. When trying to go over the list as mentioned, she became irate and tried to hangup. I explained to her I needed to write down, what she had profiled, and what needed a new script. She said "I already told you that, thank you for calling". I said hold on, I still need to go over the list you have profiled, please slow down as I am writing this down in case I need to call my Dr.. I then inquired about the expsense of a particular item, she said because I have met my limit for the year for that item, there is now a charge unless I refuse it and befing afresh next year. I told her that is exactly what I want to do, ignore it untill I call at the beginning of next year. To my dismay, I just recieved the item in the mail, and checked my email, to discover they had Manually entered my credit card number, filled the refill script order and mailed it without authorization. This is not the first time this had happened in the 14 years I have dealt with this company. It is by far not the first time an order was all (*&U#&^^$ up, not sent, incomplete etc. I find it insultive and mind boggeling that this service even merits the the consideration as a service to assist customer's attempts to keep cost down and even more so that United Health Care refuses to hold these people even remotely accountable for the assistance in helping their customers. Optum RX would be a great show for a television expose on fraud and practices by True Crime or American Greed.

OptumRx.com is impossible to use.
CUSTOMER SERVICE - They want a two-week notice to refill a prescription, but even that is insufficient time. I spent over 6 weeks trying to get a refill of just one script - my first experience with this company. I ordered the script, but the drug, itself, was on backorder. They did not inform me of that wrinkle. Instead, they cancelled the original drug order 3 times (?), without informing me, or a request from me. No one knows why.
During that time, they also called twice to get my payment information for the drug that was on backorder - and cancelled, but didn't tell me it wasn't available. No one knows why.
Tired of the hassle, I asked the dr to send a replacement script to Wal-Mart where it was ready for me the next day.
THE WEBSITE -Logging in to the website is also next to impossible - it just will not accept my credentials in less than 4 tries. Then voila! Magically accepts it. Or not.
No one wants to buy prescription drugs, but when they are necessary, who wants the hassle? OptumRx.com is the worst possible service for purchasing prescription drugs. Even when they are free, OptumRx.com is not worth it. GOODBYE OptumRx.com.

Remove my phone number from your call center immediately. [protected]. You have been blocked from this mumber but still leave me messages. You would think that since I have not called you back in over a year you would figure it out. I have now made my complaint and request. If now the calls persist I will consider it harrassment (which it already is) and persue other means.

Forest Longacre
[protected]

My elderly mother has herpatic neuralgia from a bout of shingles a few years ago. She's been on some powerful pain meds for some time that her PCP wants to get her off of. We went to a neurologist (10/25/18) last week. She was prescribed 2 new meds with instructions to begin at 1/2 dose for the first 5 days and watch for side effects. During those 5 days we were to ween her off the pain meds. OptumRX has sat on this order for over a week now complaining that the pharmacist doesn't understand the instructions so they won't issue the scripts. They say they've called the Dr. but she says she's received no such calls. We still don't have the new meds and we're running out of the old ones. It appears that not only can OptumRX not understand plain, simple instructions but they don't have a problem sitting on an order for critical meds.

Switched to Optum RX to make my life a bit easier. Wow! Did not anticipate such confusion ordering my medications by phone. Finally spoke to someone by the name of Chris, ordered my prescriptions and then received multiple mailings offering me my prescriptions. Telephoned again, spoke to someone by the name of Yan. Tried hard to maintain a pleasant attitude, after all, it was not her fault that I've had to chase down my prescriptions. Yan was helpful and confirmed that my meds were on the way. I sit at my desk, slightly shaky from telephone conversations and mailings which did not confirm that my order had been filled, except my last conversation with Yan. I do hope that I am going to receive my medications and will be very grateful when that happens.

This is a new service for me and I will be patient. It takes far longer to receive meds by mail than I had anticipated. First time out. Thank you, Yan, for putting my mind at ease. MG

I am a MA that constantly has to call and submit PA request through your company. I don't understand or appreciate that I need to submit all info (NPI, patients ID number, Patients DOB, ICD-10 code, etc) into the automated service and then it transfers me to a live rep and I am having to repeat everything that I have already entered into the automated service. With being extremely busy and having to do multiple PA requests, it makes it a very long and tedious process to have to constantly repeat the same information that was already entered. The phone number that I called is [protected].

Really need a faster phone process set in place to make it more convenient for all medical staff when calling this company.

Every time i call and i mean every time there is an issue. Or i'm placed on hold for 20 minutes and then i am disconnected. Noone ever calls you back. The representatives are so rude. When i ask to speak to a supervisor i'm placed on a 10 minute hold and they are even pointless to speak to anyway. I work for the state and unfortuneatly have no control over which mail service i am able to use.

Dr. office has tried to fill a script for Hydrocodone 7.5/325 for a few months, has yet two, due to every excuse possible. The Doctors MA has spent hours talking with various customer service agents. Has also given same all I.D. #s from both medical & Rx cards and still nothing! Out of pocket full price $117.00 for a 30 day script. On a fixed income this is far from ok. If given a second choice I'd more than likely jump on it. They have filled other scripts no problem, just Hydrocodone seems to be an issue.

OptumRx sent me a tracking number with USPS but the package was never delivered. I have been calling customer service since 9/24/18, and am told a different thing every time: controlled substances require a 10-day delivery, it's normal for tracking to show a package going back, but it will still be delivered, contact your doctor for samples (of a controlled substance!), it will be resent automatically, it will NOT be sent automatically, we can do an override and your local pharmacy will fill it (my pharmacy will not fill because OARRS report still shows that Optum filled it) It has been 15 days and I still do not have my medicine. I just want my medication. And I want to be able to go thru my local pharmacy instead of Optum, per UHC.

I have placed 3 - 4 orders with Optum RX for Dexcom cgm supplies. Not once but Every time an order is placed there are complications. Mostly they say they have not received prescription information from the doctor. When I call my doctor of course it has been submitted.
I am at my boiling point. I am a type 1 diabetic that uses more insulin than most. I trust my Dexcom cgm for overnight low warnings. There is a new feature on the G6 cgm that would allow my wife to follow my readings on her LG cellphone. I placed an order that started 9/28/2018 in there system it shows 10/1/2018. I was needing to expedite this because my current G5 transmitter was soon to expire. So in order to see things went more efficiently I stayed in touch with both Optum RX and my Doctors office making sure they had ALL the information they needed. I ordered expedited shipping and was promised a delivery date of 10/5/2018. Since the order was placed I found they were shipping the sensors but not the receiver or transmitter because Optum claims they did not receive anything on those items. Again checking with my Doctors office the nurse tells me the she spoke with someone at the pharmacy who said they had found the info and it would be shipping together with the sensors. The next day 10/4/2018 I found in my checking account they had charged me for 1 of 3 items. Guess what that means? I called Optum back and asked for a supervisor (tom) and tried explaining my case. The defense goes back to we do not have the prescription info needed to ship the receiver/transmitter. After talking with him about conversations with my nurse and there pharmacy Tom still said he could not do anything without that prescription.
I have made 5 more phone calls to my doctors office and Optum about this with no resolution. I feel it is not my place to have go thru all this to make a purchase. I have NO DOUBT Optum is not only at fault but have lied to me about the status of this order. After reading a few of the complaints on this site it only confirms it. If I knew I had other options to purchase this I would drop them completely. I have never seen such poor almost non existent customer service ever.

Told I have an outstanding bill (even with credit card on file) going back several years which delays orders; but, always filled after investigating. Each rep advises me it was taken care of and will correct the issues. I find this harrassment with every order and never corrected very stressful. If not for the convenience, I would close my account.
Can you help me settle or advise procedure. (Bills come monthly in the mail, also) $80.24
Account: [protected]
Mary Sabia
Want debit cleared on my account and paper trail(bill) showing Total Due: 0 for my records.

My doctor recommended using a mail order pharmacy for an expensive drug since mail order pharmacies usually charge less. I have a United Healthcare Medicare plan, which uses OptumRx as their online mail order pharmacy. The Optum website only shows a choice of ordering 3 tubes of Premarin cream at a cost of $413. I asked my doctor to fax a prescription for one tube, which lasts 6 months. Why order 3 tubes (a 90-day supply according to Optum), which would last me 18 months? I was charged $350 for a single tube, more than the $329 charged by Walmart and Costco. Outrageous! Each tube expires after 6 months, so if I ordered 3 tubes, I would be stuck with 2 expired tubes after I used the first one. There are many other bad reviews for Optum Rx on aarp.org, yelp.com, and other sites. I'm just adding one more to all the others. See order information below.

ORDER SHIPPED

Tracking number: 9200190132607692271045
Track shipment

Order number: [protected]-1

View order information documents
Medications in this order
PREMARIN VAG CRE 0.625MG

Tracking details will show up within 1-2 business days of the shipped date
Ordered on
08/14/2018
Order total
$350.52

Your website hyperlinks don't work. Can no longer get her meds renewed they say they don't have orders yet found it on my cell phone Optum RX app. Dr. has sent numerous scripts. When phoned but on hold 3 times then they disconnected me. The didn't have info yet I received 3 medications the day before. Horrible, dangerous, and unprofessional! Not receiving the information I need to order. Called several numbers and no one knows how to fix the problem!

OptumRx is the provider for AARP Medicare (managed through United Healthcare) part D. I've had many complaints about OptumRx, but the last two are particularly dangerous.
An ongoing complaint has been their poor quality web site that is slow, inaccurate, and requires me to disable my firewall to gain access. I have not noted any improvement.
I am prescribed potassium chloride 20 mEq and the pill that they provide is pretty much of a horse pill, measuring 7/8 inches by 3/8 inches. I have attached a picture. My previous Medicare part D provider supplied a much more reasonably sized pill. Furthermore the pill is not coated or encapsulated which makes it even more difficult to swallow. The pharmacists' unhelpful recommendation was to cut the pill in half. As people age, esophageal motility problems become more prevalent. The problem is that potassium pills of this size occasionally become trapped in the esophagus, especially of older individuals and can cause esophageal erosions or perforations. I have notified them of my concern regarding the potential esophageal problems and hope that no one experiences that. However if they should experience esophageal problems as a result of the supplied medication I recommend that they obtain a good attorney and note the fact that I have presented my concerns to OptumRx because I'll be more than happy to testify.
The most recent conflict involves the valsartan (already a generic for Diovan) recall and response. First let me state that I have practiced Cardiology for approximately 30 years and have in depth knowledge of patient care and the tactics of insurance and drug companies. The valsartan OptumRx provided has a dirty little secret which is hidden under three layers of legal protection: The parent company is Prinston Pharmaceuticals Inc. which markets valsartan labeled as Solco healthcare LLC which is actually manufactured by Zhejiang Huahai Pharmaceutical Company LTD in China. This information can be confirmed on the FDA website.
I stopped giving my dogs anything that came from China in 2010 when I first heard of Jerky Treats poisoning dogs. Too late for my beloved Tum Tum. From the FDA advisory released on 14 September 2012: "Since 2007, the FDA has become aware of increasing numbers of illnesses in pets associated with the consumption of jerky pet treats". Do you remember that the Chinese poisoned their own babies with melamine in their baby formula in 2008? Do you really think that I would knowingly ingest anything manufactured in China? I have seen many medications manufactured in other countries, but none with that history. I doubt that the average consumer researches the origin of their medications. We trust the benefits manager, and that trust was violated. Again.
What happened next was inexcusable. Their only response was to have me contact the prescribing physician for an alternative medication. When a physician prescribes a medication, they take into consideration the patient's needs, other medications, and what medication will best suit them. I know that in my busy practice I did not appreciate insurance companies taking time away from my patients to determine the cheapest medication that they contracted for that I would substitute. In any event, my prescriber ordered a similar angiotensin blocker (ARB) to which OptumRx's response several days later was that it was not a covered medication on my plan but I could pay for it out-of-pocket or waste my physician's time again to obtain prior authorization. Did I mention that I am out of the country right now and the valsartan was due for renewal? OptumRx recommends stopping the tainted valsartan, but how and when replacement? Apparently not their concern.
Let there be no mistake about the fact that insurance companies are only concerned with the bottom line and padding the pockets of their overpaid executives. Time and time again they prove this fact to be true and now that I am on the other side of the stethoscope, I can see how frustrating it is as a patient as well.

Valsartan was recalled nationally on 7/13/18 as it contains an impurity, N-Nitrosodimethylamine. The first manufacturer listed on recall was Solco. This is the medication that your online Pharmacy located in Overland Park, Kansas filled and I have been taking for a year now. Optum RX has a legal, moral and ethical responsibility to notify consumers, such as myself, about this recall but they didn't. Rather, a colleague observed me taking the medication this morning and told me about the recall. I find it reprehensible that the pharmacy failed to notify. I called the pharmacy this morning, was transferred three times, before the rep pitifully said they "attempted to contact via email" but it must have not gone through. When she validated my email, she said since the first initial of my last name was capitalized in their system, then the email must not have gone through. This is a lie. Regardless of how you type (all lowercase for example), it will still go through. Optum RX made no attempts to contact me via email, USPS, or my cell number. It is unacceptable. If I develop cancer in the future, then I will be holding Optum RX just as legally responsible as Solco. Additionally, I have already completed a formal complaint with the FDA (Form 3500B). Next I will be informing my corporate HR. Shame on you. Optum RX is deceptive and I will be doing my best to ensure legal sanctions for failure to notify go through.

First of all, it took me months to get my prescriptions transferred to the mail order service because I wanted to save money. One never did transfer, and I just enrolled when my doctor wrote a new script. Now I wish I never had.

Reordered a medication on July 2nd, with three weeks worth of pills left. My order was sent out, and when it didn't arrive as expected I checked the tracking number. It said the package was undeliverable by the post office and had been sent back to the distribution center. I called Optum and talked to several people, and as other consumers here have noted, got a different answer each time. One lady said she put in another order for me and it would be shipped out expedited. I did't get a confirmation email, so two days later I called back. Turns out they didn't ship a new order, because they needed to receive the first order back at the warehouse. Ok, fine. Second order ships out - again no notification or tracking number - and when the latest arrival date comes and goes, I call back. THE ORDER WAS UNDELIVERABLE AGAIN! At that point, I was out of meds.

So here we go with putting in an emergency override so I can get meds from my local CVS. Two different people gave me two different phone numbers for my pharmacy to call, and my pharmacy informs me they can't call and place the override, someone from Optum has to do that. Eventually I get to a woman at Optum who seems to have some inkling of what to do and she puts in the override. I had to call my doctor's office and have them send an emergency script to the pharmacy so I wouldn't miss a dose.

I at least got my emergency order, but haven't figured out why the mail orders aren't being delivered. I get my other mail at home just fine. A third order is in the system but I don't hold out much hope. When I asked to have my scripts transferred back to CVS, I was told Optum can't do that and I have to ask my doctors to send new prescriptions.

It's been three weeks of non-stop phone calls. The people at Optum are nice but this is the worst run company I have dealt with because no one knows how to solve problems. I get this service through United Health, my husband's insurance. Next year I'm switching back to Cigna through my own company. Cigna may be a little more expensive, but the $$ isn't worth the BS I'm going through now. ABSOLUTELY AWFUL COMPANY!

Hi,

I've been dealing with an issue for over a month with Optum RX mail order. They sent a prescription to me by mail and did an unauthorized transaction from my bank account. Then credited the money back to my account and was said to credit two separate purchases one on June 25th and one on July 16th. Wells Fargo spoke to Optum RX and was told that there was only one transaction of $187.50 credited to my account. I also was mailed a bag and shipping label which was shipped and received by Optum RX. That tracking number is :[protected] 46

If you check this tracking number, you will see that they received the package on June 30th. I do not have the medicine and I am unable to order my daughter her "Triamincolone Ointment". My daughter has been without medicine for over a month due to this ongoing unresolved issue.

Thanks,
Eva Clements
[protected]

They had a authorization request on the 19 of June. My MD sent the info they were supposed to. On the 29th of June I went to have script filled at first they said they were waiting for my MD approval so it could not be filled. As they MD is a personal friend I told them I would call him right now and then they said oh sorry it is with our pharmacist to review and that could take up to 14 days. This was on a Friday night so they said no action could be done until they next week. Mind you this is for a medication that has been at the same dose with the same Doc for over 10 years. So when I go in the next week it turns out they were able to delay for long enough so I was responsible for a new years deductible. So I call again and they say Oh My we authorized that on the 30th, did we not call. Come on. So on that Friday the person who was in fact as helpful as she could be said she would send this for review. Well then Dana Byers calls on July 11th to say Oh My we have received a complaint and opened a case. So I call back and get voicemail with no return call. I called again several days later and got no return call so I called the emergency contact person on the message guess what no return call. This is unacceptable, my take is that when you have elderly clients that if you screw them around long enough that they get to pocket what the cheat their customers out of. I have made a complaint to AARP about these folks and will continue to complain because if they do this to me, just guess what they are doing to others.