OptumRx

on January 3, 2018 Optum RX was contacted about filling the annual requirements necessary for medicines. The doctors contacted them about these meds and the doctor told me to call them a couple of days later to find out the delivery date. When I called Optum about the delivery date, I was told they had "Not" received anything from the doctors. I immediately called the doctors involved which was 3, and each of them advised me they were sent electronically and even checked their system to be sure. They advised me they would resend these and to call again a couple days later to find out the status. Again, Optum had no record. Time was running out to get these refills as med were not almost out. Finally on the third time calling Optum, they advised me they had "just" received them and it would be a least 2 weeks before I would be receiving the mail order. It was processed on January 12, 2018. I was then told they had no authority to speak to me on file and I had advised them the POA had been faxed the first of the year. I even faxed them the attorney POA again for my mom as well as completed their form. I finally received the order on 1/23/18. I called then and gave them a physical address to have future orders to be delivered. Again when we need the 2 quarter refills which was April 10, 2018 and reminded them of the actual physical address to be delivered to and that this order included insulin which must be in a controlled environment. This same mess happened-I had to call and re-call about when delivery would be made and told them what was expected to be delivered. When I got the order, it wasn't complete. Each time I called which was at least 4, no one mentioned anything about the insulin not being included-the answer from Optum folks was yes-yes, to be delivered such and such-each time a different date and so on just like in January- I read off the meds that had been ordered every time I called so there was no excuse for this. I did not receive a call that they had left off the insulin. I had to continue to follow up on this refill of the meds. No one contacted me that the order would not be complete and the RX missing was insulin this time. When I called I advised them of the insulin not being with the shipment, they advised me it was left off in error--I got no call as to their error either-- and reminded them of an actual physical address to which it was to be delivered. Needless to say, it came to a PO Box and the postman actually brought it to the physical address. On April 30, 2018, I wrote a letter to them regarding how the insulin was delivered and that how I had gone over with the person at Optum and about them confirming every thing was there and the various delivery dates. All the Optum folks say is it has just been authorized; we haven't received your refill from the doctor-there's still refills available as there's a 90 supply on the medicine and its for the whole years requirements-we are working on it; it has been delayed; it will be delivered such and such date (and it doesn't come) and all kinds of things. Each time I went over with them the delivery address and was assured the address had been changed. I have asked multiply times to speak to supervisors and each time been refused. I called in a refill right after the 4th of July and was told they would be delivered no later than the 16th of July. On the 16th at 3:29 pm I called and spoke with Josh one of the Optum folks and was told it should be here by 5 or for sure the 17th and even again went over each med to be sure it was included...yes it is all there I was told. It was not received by 3:11 on the 17th of July so I call by and spoke to Kim and told her what I had been told and was expecting it to be delivered today. I also told her the meds I was expecting and then she advised me that one had been cancelled. I questioned who cancelled it and she could not find out the answer nor was I told that on the 16th and even told her so. She continued to beat around the bush about this order -I was on the phone from 3:11 pm til 4:04 pm and finally was cut off by them. I had asked to speak to a supervisor several times while speaking with Kim and every time denied it. Kim even told me that the order now wasn't released until the 16th when Josh told me the 10th. She said the order should now come about the 19th--3 days from its release--never has been that quick from a release date how did that happen to get done so quickly. I questioned that. I was then told she had a tracking number was even given a number, and later she said Oh, that's our release number. I continued to asked questions about how customer's orders were handled and the neglect and asked for a supervisor and she said, she would walk over and get one then said, oh, I will need to create a request before a supervisor will talk with you. I ask her to do that please and let me speak to a supervisor. Each time I questioned Kim, I got a different response and even told several times I could to go to a pharmacy to get filled until I received the order. I asked if Optum would reimburse for the cost as these meds had no cost with Optum and she said Oh no...we don't do that. I got real upset with all the different tales she gave me as none of them was the same except go get at a pharmacy. This is very disturbing when you order something and can't get or call and find out it is only half way done and the delivery date is way in the future of what you have been told and in the case of the one "she" said was cancelled got nothing information on as to why...Optum and their staff has no concerned about peoples health and I'm sure they don't have this problem with their own med when they need them--they probably get within a few minutes of their request. Something needs to be done about these mail order medicine companies. I got my fathers med through mail order over 18 years ago and had no problem...that company is no longer in business and I think one of the first to do mail order meds. It is a shame as to why people's health is put in jeopardy due to the neglect of Optum or any other mail order pharmacy. They could care less. Government need to get behind this mess and stop the harassment of those needing med as if they didn't need they would not be calling for them. Premiums are paid for the medicines when you pay for the medical insurance but the mail order pharmacies are putting others in a bind with cost of medicines and their slackness to do as they tell you...this is a constant thing and I see I am not the only one having an issue and that's even more reason to verify and get something done about the mail order drug delivery places.

I have private health insurance with unitedhealthcare, and secondary medicaid through unitedhealthcare maryland mco. Every couple months my optumrx account that I use to manage my private health insurance medications and benefits somehow, as if by magic, gets my unitedhealthcare medicaid plan insurance information and applies it to my optumrx account, without any notification from them and they don't even know how or why it happened. Now when I log in, all of my medications are gone except the 2 otc meds I bought through uhc maryland medicaid. I cannot price drugs any longer because it is not billing my primary private insurance or see my updated tier status list because everything about my optumrx account now uses my medicaid information. I have called, not even joking, at least 15 times this past month averaging 45 mins - 1 hour per phone call and no one knows what is going on, barely understand my problem, tell me they will create a ticket, explain to me wrong information, and have no a f*ing clue what they are doing. I asked them to just delete any optumrx account I have now and I will re-register and make a new account but they say they cannot do this? Really because that is exactly what fixed the problem 2x in the past! You get told you're calling the wrong department, or to call unitedhealthcare instead. How could uhc have the power to modify optumrx accounts? They are not the same company. Optumrx=/=unitedhealthcare. That would be like a math tutor telling his students to instead go to other students in the class who perform poorly and ask them for help when the tutor is the one who should be fixing the problem in the first place! They really are incompetent and more like drug dealers than a company. They send boatload of pills, even controlled substances, regardless if it's too early to fill or not. I'll never use mail order again because of this company.

My family just switched to optum rx after using another company for 11 years.
They wanted to charge me $180.00 for 4 pills, i've paid $20.00 for 4 pills over the last 7 year, this is so mean spirited! The strong arm tactics they use should be illegal. I have submitted 5 request to have my prescriptions filled for a reasonable amount and my doctor has contacted optumrx 6 times and they are not willing to give me, the doctor recommended medications I want, need and deserve. The only reason they will not give me the medication I need is because they think I can use the generic. My doctor has said 6 times I can not use the generic...

I am a very unhappy customer.

In January of 2018 I ordered meds and I pay them through FSA feds. I immediately send the invoice to FSA feds and they sent the check over to optum. I go to order my refill in april and comes to find out that they never received the payment when I received confirmation from FSA that it was cleared and cashed. I was told it would be "looked into". I was getting numerous invoices from optum and I called a lady named tracy and she had me fax her over all the forms I had including the screenshot of the app stating it was paid and cleared (this was in may). June comes around and I need to order my meds again and I was told it was put on hold because of the balance on my account. come to find out that nothing was ever sent over to accounting and notes were never saved in every single phone call ive made so I have to re-create every story and explain the whole thing over to everyone I speak to. I call back on 07/06/2018 and nothing was saved once again and now I am on the verge of running out of medication because of someone's screw-up. I was told to purchase backup meds but why should I have to pay them when I have been bugging optum about this since april? my bill for the backup meds should be compensated and also someone should be in trouble for putting me in the situation I am now facing. I will have seizures if I do not get my medication soon and that will all be because optum cares more about their money than the actual customer. If they cared enough they would be very diligent on getting the issue resolved instead of giving a run around to me every single time I call.

Regarding Optum Rx, when calling customer service they were very professional and represented the company well. I asked the same question 4 different times and got 4 different answers. I spoke to 2 supervisors they both set up a date and time to call me and never did. I'm beginning to wonder if that is a rule of the company that they tell the customer they will call and Don't. I worked in the insurance industry for 28 years and was licensed this is unacceptable! Optum Rx needs to spend some time training their supervisors or clean house and start fresh. They don't understand what customer service means.

I spoke to multiple people in the Prior Auth department (Laura, Rudy, Anothony, multiple people who wouldn't give me a name or let me speak to a manager) and was told for a benefit, I HAD to have my doctor do this and do that when I was told they could do it had I called earlier just a day before. Number: [protected], would NOT let me speak to mgr.

OptumRX was assigned by the State Workers Comp to handle my prescriptions. Somehow they obtained my private insurance information and have been continually billing my private insurance in stead of Workers Comp. Now they are starting to bill be for co-payments that I don't have through W/C. They have sent me incorrect amounts of medications and changed them to generic on their own. They do not responded to email. I call them every month to correct an issue but their employees have no idea of what they are doing. Seven months and not a single problem has been corrected. I can't even get them to stop sending me mail. I signed up for electronic contact only and told them by telephone yet every month I get a stack of mail from them. I can't see how they maintain their license.

Attempted to order a refill for my daughters medication, it didn't work on the website and had to have someone call me. Spoke to the first lady, she was nice and helpful, did some research and said it showed it changed from Vestura to Gianvi. I asked why and how did it change when we had refills on the Vestura and hadn't been to the doctor. She didn't have an answer but sent it over to the pharm requesting that it stays Vestura. I received an order summary and it showed filling for Gianvi. Called back and spoke to Shantice. She was very rude, said it wasn't their fault and I had to call our doctor. I said I didn't understand why I had to call our doctor when the original script was written for Vestura and it was showing it in our previous orders. It's not our fault is all she said and wouldn't look at it. So I hung up mad. Then called back and spoke to Ellen. She was very nice and double checked and said that the note on the order to the pharmacist shows to change back to Vestura. She couldn't answer my question on why it was changed on their end other than a clerical error. How can this happen? When your doctor writes the script for one medication and you have 3 refills left, how can they change meds without telling you? Very scary and dangerous!

This is the absolute worst company in the world bar none!

The transition from Blue Cross Blue Shield to OptumRx was the worst decision the State of New Jersey ever made.

OptumRX forgot to send two prescriptions which were part of the Rx on file. Called to ask status and told that now needed new Rx. Supposed contacted Dr's office, which in fact OprumRx never did.. Called back two weeks later as a follow-up... nothing was done... no follow-up on ORx's part, no email to notify as the call center person said they supposedly do. Call center person hung up on me. Rx would be delivered in 1 day.. called back and supervisor 2-3 day deliver. A terrible experience... total fraud

Begging to go back to Blue Cross Blue Shield...

This is the second month that I've been forced to deal with this so called pharmacy. Even though my doctor has mailed prescriptions to them, they continually deny recieving them, holding them for weeks before returning them saying they are missing info. (First month) Now denying they've even received a script! Meanwhile I'm not receiving the medication needed for my chronic condition. The first time this took over 3 weeks to resolve. I'm now in the 3 rd week of this debacle. The patient seems to be the last concern when dealing with this company because no comprehensive direction is ever given for resolution. Shame on them for this!

Optum rx has sent medicine and charged our credit card without our consent. We used our card for one time payment only yet they keep the card on our account and charged to it without notification. The medication sent made my wife very sick. We called to complain and all we got was pushback by a rude customer service representative.. They are more concerned with the money and do not care about the people.. Boycot Optum. This is not the first problem we have had with this company.

Your customer service reps and pharmacy techs are a bunch of incompetent aholes ! Im so sick of dealing with your company! I wish our insurance would have never switched. I have spent days on the phone with you people trying to get my childs medication. You alll have no idea what your doing! I hope you can get your [censored] fixed! But from what im reading i dont see that happening any time soon! So frustrated!

First of all you should be ashamed about all these bad reviews and your horrid reputation. I have been diagnosed w RA for 25 years. I have used numerous regular and specialty pharmacies over the years and have NEVER been treated so badly. My dr, and myself contacted you several times about obtaining prior auth for my specialty med. Your workers were professional, rude and did nothing to help me (a sick patient waiting over a month for approval). I was told you cant three way with my doctors office (since you claim they never contacted you but they did several times), I was told your phone people have no supervisors, they cant let me hold while waiting for the supervisor (they dont have) and been hung up on. Only after I involved my HR dept did my script actually get approved after 6 weeks. You all lied to my hr dept that you would call me, then that you didnt have my phone number and then never gave me the follow up call to heat my complaints you promised them youd make. I now live in fear for next time I need approval. I was already in pain, that's why my dr switched meds. But then to wait a month and a half longer suffering? Not one person stepped up to the plate to help the patient. Every Avenue was a NO. You should be ashamed!

My state, n.J. Made your company our part d provider. It has been pure hell since they did and you have cost my son hours every month just to get prior authorizations on medications that are not patent-protected and very cheap. Your service is appaling, and discriminatory. Your people are stupid, poorly trained and claim not to be able to give out your corporate headquarters, customer relations, etc. I have written to my state and the hhs of the u.S. Requesting that you be sanctioned and lose the contract to new jersey teachers, police officers and retirees.

You are a despicable company with under-handed motives.

I need someone to call me to discuss the over charge of a drug that cost 440 on the Optumrx site states the charge for Novalog 90 day supply is 440.00. The RX finder within Orx states I should pay 147.
BUT
I paid 2, 200 on the first shipment that did not ship.
after weeks Orx added the funds back into the FSA acct and then on the second shipment they charges 400 on fsa, 200 on fsa and 400 on hsa credit cards.
Sites state 440
Drug request page on the same site states 147
and I was charged 2, 200.
and now the company wants me to pay 1, 220 before my daughter can order her life sustaining drug.
i called again on 5-4-18 at 3:30 and after speaking with an agent and then put on hold for 15 mins, the call dropped.
OUR DAUGHTER WILL DIED IF SHE DOES NOT RECEIVE HER MEDICINE

I don't even know where to begin.
I have changed insurance companies just so I don't have to deal with this company.
Everyone is very nice, but nothing gets done on any of the phone calls I've made.
I've had a controlled substance medication that I was no longer prescribed sent to me that they said I had to pay for regardless, medicines auto delivered that weren't set up that way and didn't need to be, and my entire online account unavailable to be seen because of a technical glitch so I was unaware they were even charging me for medicine I never recieved. I've been charged for medicine I didn't order and on a card I had deleted after updating to a new card.
They said they sent my medication on January 2nd, 2018 and that same medication on March 30th, 2018. I never received either medication. I wasn't aware they had sent the medicine on January 2nd, 2018, because my account wasn't accurately reflecting anything. That was handled quickly once I realized there was an issue. I could only tell there was an issue because I was getting mailed bills and no medicine. Once they corrected it, I saw I did have a balance but had never received the medication.
I moved and updated my address in their system. They continued to send bills and said they sent medicine there. I no longer lived there, had updated my address with them and they still sent my medicine there on March 30th, 2018.
Now, they have billed me for 2 medicines I didn't receive. Supposedly, its being corrected, but based on past experiences and my coworkers past experience with OptumRx, who knows.
It is a nightmare and I can't believe a company operates this way. I've mad multiple unique situations over the course of a 18 months that have never been resolved despite hour long phone calls. Thankfully, I now have new insurance and will do anything to avoid this company! I've paid over $100 in the past for medicine I wasn't prescribed and didn't order. You never know what is going on, what you will be charged for, and if your issue is resolved. In my experience, nothing has been resolved the first, sometimes the second time you call.
All the people have been very nice to me, it likely has nothing to do with them. But, their system is a disaster. If you have to pay more for your medications to get them elsewhere, it might not be a bad idea because you'll end up paying more than you were supposed to and taking a lot more of your time. Once your doctor calls your prescription in to OptumRx...its a nightmare you can't seem to fix.

I ordered Insulin 2 weeks ago online but somehow that order disappeared, I placed an emergency order 3 days ago and optumRx placed my order on hold, saying I need to speak to a pharmacist. I called optumRx and argued with their phoneBot who can't seem to understand English well enough to get me to the right department. Talked to customer server, who transferred me to the Pharmacist which talked to me about the dosage of insulin that I just ordered in January, who transferred me back to customer service. May FSA card ran out, so my payment was declined. After figuring out that problem, I recalled optumRx argued with their phoneBot, talked to customer service who transferred me to another pharmacist, who reasked me about dosage, who transferred me back to customer service who hung up on me. I recalled optumRx argued with their phoneBot, talked with customer service who couldn't place the order because the 2 sperate pharmacists never approved the order. I hung up! I recalled argued with their phoneBot, talked to customer service about just canceling the order and had her transfer me to Admin to complain, waited for 10 minutes for Admin to answer, complained to Admin but got the real suspension that she just listen to my experience and will do nothing. IN OTHER NEWS, PERSON DIES BECAUSE HE RAN OUT OF INSULIN! Oh sorry, that's tomorrow's news!

How is it possible that this company's prescription management website went down over a year ago, after a "security update", and they still do not have it working? I am unable to manage any prescriptions online. They just do not exist. The in-person scrips I fill through CVS do show up, but nothing from the OptumRx mail order pharmacy. When I call, the poor customer service reps tell me they spend all of their time dealing with irate customers who just want to handle refills, renewals, "hassle-free" refills [what a joke] online like the rest of the modern world. I am forced to use this awful system via a very expensive United Healthcare Choice Plus plan which is otherwise excellent. My husband has OptumRx through his UHC Medicare plan and the website works fine. How is this possible? What kind of management does this company have? Time for a shareholder and customer revolt. Or at least some intense pressure on OptumRx from United Healthcare.

As a major company dealing in extremely important products -prescriptions for health -your website and modes of communications are pathetically poor - in fact abysmal. The website has had so many past problems -and they continue.. The following are new ones: there is no way to correct a delivery address, no way to enter a new credit card. You communicate in email by order number, so one has no way to know what prescription it is for without accessing the website. And when the website is down as it was yesterday and today, one has no choice but to call. Why not add the prescription name? If your website was properly designed and maintained you could probably eliminate your agents phone time enormously - and it would save the time and serve your customers much better.
I complained about the website 6 months ago. I quit trying and went back to my pharmacy. I'm giving it a second chance now and at this point I am not too optimistic.

Incident occurred 4/17/18. I was attempting to place a order for my insulin. I asked the customer service rep to place the $447 payment on my HSA card NOT my debit card. I asked that my debit card be removed from the account because the past 3 orders I placed for insulin were charged multiple times and days in a row on the card. Customer service rep, said he had taken the debit card off the account and charged my HSA card. One hour later I get notification from my bank that my debit card has been charged $447. I call and begin to complain, and the representative hangs up on me. I call back again and ask for a manger, I get Yoanna from the Oklahoma City office, and she claims to resolve the problem. I have no proof though. She cannot automatically show that the money taken from my bank will be refunded. I ask her how I can understand why these issues keep happening and with attitude tells me there is nothing I can do. I do not think it is acceptable to continually and repeatedly mis-charge someone's debit account for $300, $400, and $500 with no answers. I need insulin to live, and my insurance company mandates that I use OptumRX, they should not be able to take my money erroneously with no answers.