OptumRx review: Drug refills

Every time I submit a drug refill request, (from my prescriptions page) and it is changed, in spite of being informed that my records was updated to say that substitution would not occur again. I have had this happen about 6 times in the last 5 months, each time I have been able to cancel the order except for the one last week. I submitted a cancel request within one hour of original refill request, but it was expedited because they stated that they did not check their email in a timely manner. It looks like a "bait and switch" situation. It appears that they expedited the order to enhance their performance percentage in "order fulfillment" measurement.

I was given inaccurate information to several of my emails to the "support team", including co-pays, tier placement and my records being updated. I suspect that there is a "customer support" team that responds to customer/clients inquires and a "shipment fulfillment" team that pulls and ships the Rx orders.. it appears that there is an extreme disconnect between these functions.

FYI: Symbicort is the drug that I was originally prescribed, and it was fulfilled the first time but after the original shipment any attempt to refill it has been changed by OptumRx.

John Shadden

[protected]@yahoo.com