OptumRx

On 9/4/19 I had the worst interaction with the team members of Optum RX.
Card Id Due to my current health plan, I am required to use Optum RX for home delivery. The hormonal medication that I take is of extreme importance. My script for this medication was sent to CVS pharmacy. I was able to fill the medication once or twice before having to call Optum RX for an override to fill the medication at co-pay cost.
I certainly appreciated the override and the ability to pick up my medication in a timely fashion.
Please be aware my doctor has been contacted by CVS pharmacy and my self on multiple occasions to have the script sent directly to Optum with out any cooperation from the physician. My next appointment would be Oct 3, 2019 and at that time I would be able to force her to do her job.
Well its September and I need a refill on my medication. I spoke to a woman from the call center who simply denied my request to grant an override to fill my script.
I asked to speak to the supervisor. When she answered my call and I gave her the entire story and hardship that I had been having with my physician to order my medication in the correct manor, she laughed and stated that she will not authorize an override. Laughed. She thought that my situation was funny.
I asked to speak to someone above her, she stated her name was Becky from Minnesota. Becky also found my situation humorous. When I called her "Lady", she reminded me that her name was Becky.
Becky proceeded to tell me that she would not authorized for me to pick my medication up at CVS pharmacy. I was given the option of paying out of pocket if I needed it right away and filling out some form for reimbursement. Option 2 she could pull the script from CVS and attempt to fill it but I would not receive my medication for 7 day. Becky also stated that CVS pharmacy may not allow the transfer of the script because they would be losing business. Option 3 I reach out to the doctor and have the script sent directly to them. Either way, I will not receive my medication for 7 days.
Every month that I was given the authorization to pick my medication up at CVS pharmacy, not ONE person ever gave me these options/information.
NOT ONE representative from your corporation went the extra mile to assist me with the process of reaching out to the physician, obtaining the RX to prevent future override request. NOT ONE person from this company stated "let me attempt to transfer the RX from CVS so that you can begin receiving your medication at home during one of the months that I called for an override.
Due to the inadequacy of your team, a couple months of authorized overrides, and my discussion with laughing Becky, I have things in place but I am without medication for 7 days. Sadly, I had to ask Becky if she could expedite the medication to my home, it was not offered.
Another annoyance is that the co-pay for my medication is $8 more than what I pay at CVS pharmacy. This is a disgrace.
Overall, I am simply unhappy and beyond disappointed with your service and your teams attitude. Your customers should have the ability to receive their medication in a timely fashion especially those medications that are taken on a daily basis. It is extremely unacceptable to have to wait 7 days for a medication that I need to take daily.
It is unacceptable to have your team laugh and find humor in a very frustrating situation. I wonder how they would feel if the shoe was on their foot?
I am forced to use your services due to my health plan. I will be re-evaluating that health plan just to get rid of your services. I should not have to beg and plead to have a medication filled in a timely fashion. Absolute disgrace!

My husbands doctor ordered prescriptions from Optum Rx, he did not need these meds, sent them back and cancelled the credit card that Optum Rx had charged the 618. Dollars for the meds he did not want or need. Optum Rx will not talk to synchrony bank to get this charge straightened out and synchrony bank will not talk to Optum Rx! So my husband is caught in the middle of these two rip off companies! Now Optum Rx says he cannot order any drugs until this is straightened out, but neither of the companies will help us! He did send the drugs back and Optum Rx is accusing us of having the 618. Dollars! What a mess!

My specialist submitted the necessary prescription for an Albuterol HFA (PROAIR) Inhaler. It was denied because they required a preauthorization and all medical records before it could be approved. My doctor stated she has never in her career had an inhaler denied. I really feel frightened that if I need any medicine it may be denied regardless. The company is sugguesting I try other medications instead of giving me what my doctor prescribed. Seems to be a money grab!

This company has got to be the worse I have ever dealt with. I've had to submit preauthorization 4 da in 3 weeks on med I desperately need. They force prescriptions thru mail even though cvs is cheaper. This company is not consumer friendly only corporate friendly. Costing me more for prescriptions that are "supposed" to be cheaper. Something needs done.

OptumRx did not fill a prescription for me that was faxed to them on July 6, 2019. They also did not contact me about why they didn't fill it. On July 28th, I was completely out of this daily medication. I called OptumRx, and supplied them with all the information they said they needed. During that phone call, I was told that I would receive the medication by August 5, 2019. I also had to go through the hassle of getting an interim prescription filled -- and that OptumRx would not pay for.
August 5th came and the prescription did not. However, a letter came from OptumRx. The letter instructed me to order medication online. This was the first information I have received about going online to order. I went online immediately and ordered it. I was given a delivery date a couple weeks out. However, I again was out of medication. I called OptumRx. The staff had no idea why I was told that everything was done on July 28th; that the order that I had just placed minutes before I called was the first time they knew that they needed to fill a 90-day prescription. However, they did not ask for credit card information. I had given that to them on July 28th...Now I have to drive in for another emergency prescription. Who knows if the medication will really arrive by the expedited date the staff woman promised -- which is August 13, 2019? So far, OptumRx has been 100% unreliable and incompetent.
My member ID is [protected]. The minimum OptumRx should do is reimburse me for my out-of-pocket expenses.

Never before has optum rx or xpress scripts put me thru this terrible timely conversation that was to check on status or refill.on 8.6.2019 around 130pm ish.
Stiolto. Emergency sent to walgreens to cover me til optim shipped me my meds. The doctor Oconnir apparently didnt send it in on July so who gets hurt. Me the patient.
My union cpntract as a ret') states you are my supier. Tjis is nit picking to the danger of the patient. I may use it more then stated and mfter isnt consistent with does of each co2. Plrase correct tjis upsetting situation.
Optum rx

This is the WORST company I have ever worked with. I will NEVER order anything from them again. It's not like you get what you order anyways. Their customer service is horrible and I literally don't know how they stay in business. The first order I ever ordered I canceled. They created 2 accounts and messed up and I couldn't fill my order at the pharmacy and had to wait a week to get it. Now I ordered it 4 days ago and I just called and they canceled my order. They then said they called to tell me but I din't answer. I have no voicemail, no e-mail, no text, and no letter in the mail. The person on the phone was so nonchalant about it like it wasn't a big deal and he really didn't care. Then I told him to "not order it, " and he did anyways without my consent. I would have a better chance of getting better service by talking to a wall.

Just a miserable company to deal with. The only good thing is they provide a 90 day supply. BUT, that comes with a horrible user experience.
1. Passwords expire in less than 90 days, so ever time I go to reorder I have to "forgot password -- re-authenticate -- request text -- input code from text -- create new password -- repeat new password -- log in using new password". Every 90 days!
2. When doctor renewed refills, Optum automatically placed an order, charged my card. WTF...I did not order this or authorize this. I only extended my prescription renewal. Cancel the damn order.
3. Placing an order, it goes through the entire process with: add to cart -- check out -- enter address -- enter payment -- enter billing address -- submit order. Only then does the message "order unsuccessful since one of your prescriptions needs to be renewed. Why did they not say that before I gave them my credit card. Why not say stop me from even adding it to my cart? Bad web user interface.
4. Sneaky shopping cart notice defaults to "I want to auto ship all my meds". Unclear how to say no and not sign up for this.
5. when entering credit card, you must opt out of them storing the card number and agreeing to send renewals automatically. Be careful! It's in fine print on the last page of ordering.

Information not disclosed to me that --
1) a phone call is required for me to initiate delivery of medications: resulting in me running out of the medication even though prescriptions were fax'ed to OptumRx 3 weeks prior;
2) one of my prescriptions was excluded, and the pharmacy tech did not tell me that when I specifically asked if there was anything else I needed to know;
3) there are different ways to pay when I asked about payment. This was a different pharmacy tech during a conversation that happened a day after the first conversation.

These are basic issues that ought to be covered and the telephone staff ought to be educated about addressing these issues. For me, these oversights made a lot more work for me. The work ranged from problem-solving to driving 3 times to a local pharmacy to get the medication I needed before I ran out completely. I could do that work. Other seniors do not necessarily have the ability to do that work. They are the vulnerable ones who may not be able to clearly complain about the lack of basic information dissemination.

To whom it may concern,
I am sending this email to this site to complain about overpricing of home delivery medicine as corporate or Optumrx's website failed to provide an email address to report these issues; Optumrx overpriced medications versus retail pharmacy.

I have been receiving Hydrochlorothiazide 25mg 90 day supply for $3.90 through Optumrx and without warning the price went up to $4.52. I decided to compare prices between my local pharmacy and Optumrx's website. I found out that retail is a lot cheaper than home delivery. A one month supply from Walgreen costs $1.02 per month, Publix pharmacy cheaper, and Online Rx $1.80 for 90 day supply. I spoke to a supervisor at Optumrx who confirmed that retail was cheaper. He suggested I get this medication through retail. The problem is a restriction of only 30 day supply vs 90 days. He stated he would bring it up with the next management meeting because Optumrx is providing the same drug from the same manufacturer for a higher cost. However, this is too important to leave up to one person to address. Therefore, I am sending this email to expedite communication of this concern. If the prices are going to be cheaper through retail, I should not be restricted to a 30 day supply if your company is unable or not willing to match or beat the price. I thought the whole idea of Optumrx home delivery pharmacy is to save consumers money, and the company would benefit from the increased clientele and revenue in the process. I would appreciate Optumrx looking into this matter of price gouging.

Best regards
Elaine

118 complaints, 0 resolutions. Guess that means no matter my opinion, YOUR COMPANY DOESN'T CARE about its customers and will never change! Why else would multiple representatives repeatedly LIE and DECEIVE customers about actual delivery dates? Your program materials exclaim "automated refills" but doesn't mention that if your insurance is Medicaid, you don't qualify! Not to mention regularly placing both customers AND medical personnel that call upon OptumRX request, on HOLD for over 15 minutes multiple times? Perhaps it is your lack of following your own policies and procedures in a timely manner regarding receipt and processing of controlled prescriptions, resulting in putting patients live at risk? With NO ACCOUNTABILITY?!

RECAP: well established long term reputable patient tries OptumRX for 1st time. First non narcotic prescription filled for 1 year! Whoops. Second: Sent original copy of controlled (narcotic) medication certified mail, received 7/8. Guaranteed to be fully processed NO LATER THAN 7/22. Sat on desk for two weeks, no action, failed to follow procedures to call Pt for address verification and Dr office to confirm. Pt calls to check status 7/19, none, waiting for Dr office to call them. Why? Need 14 page info report on pt. Dr faxed. Pt calls 7/20, no action, we don't work weekends and insurance problem. Pt calls 7/22, assured all is well, set for 7/22 Priority mail. Pt calls 7/23 to confirm status, no action, needs Dr report again, Overnight mail will be $12.50. Pt calls 7/23 afternoon, asked if wants REFILL, charged, then delivery date 8/1 (via Overnight?). NO TRACKING NUMBER! UNACCEPTABLE! Pt out of medication 7/25! Pt ends up driving 3 hours to DR office to get "temporary partial refill" prescription to take to local pharmacy to fill. Additional co pay of course. It remains to be seen if the original prescription is delivered. And since it requires Pt signature, it is NOT "lost in the mail".

TLDR: don't trust OptumRX to get your medications to you timely and accurately, ESPECIALLY critical ones, despite their promises! The CSR's are all over the USA as are the pharmacies they use, and calls are routed to the next available CSR, just not one in your area! Then the CSR has to figure out just WHICH pharmacy has the paperwork WHERE and if it's in the right place. On THEIR time. While you wait, and wait, and guess...

Auto refill is good but when you auto send the prescription and auto deduct 131.00 off my debit card without notifying me being 62 and on limited income we have a major problem with that. After talking with 10 off shore customer service people as well as a supervisor Harvey and manager James, that was a complete waste of time. They will tell you what you want to hear and lie to you. They have no power to credit my account the 131.00 for the Trulicity I no longer take. OptumRx left me with 5.00 in my account to live off of till the 3rd of the month and didnt care about that. They need the package returned before they give my money back. Nobody can call accounting to make exceptions to get my money back no sooner than 7 to 10 days. If that! What a nightmare! Would I refer anybody to them. HELL NO! The problem is their policies! They made the mistake of not getting my authorization to do what they did. That was an error even if it was done correctly according to them. And can they make it right. HELL NO! What a behemoth of crap! Dont go with them. You will find yourself in a Corporate maze and get screwed and lost. There is no phone number for Corporate to complain. I guess when you have 1 star IT IS WHAT IT IS! 🤨 STUPID! No authorization from the customer when taking their money is wrong!😬

Effective june1 I have had united health supplement insurance to my Medicare. Optimum, a subsidiary of United, is the required mail order plan.
This is the most poorly run company I have ever dealt with.
I need insulin to live. I have had to buy a vial( 12 day supply) at retail because coverage was denied($500) and now I have been getting more different answers on my 90 day supply than I can remember.
Seeing, all the negative complaints in line I feel better in my assessment that this is a company in total meltdown mode.
Is there any class action activity? Law suits I may join? Something must be done.

On June 3 I placed an order for expedited delivery of an RX due to an unanticipated travel requirement that would had me out of the country for 6 weeks. The order was approved on June 4 I contacted them daily to see what could be done to expedite delivery receiving 2 commitments that Optum would pay for the overnight shipping due to their screw ups. Today June 10th I called to request the prescription be transferred to my local pharmacy Publix in
Riverbridge No mention was made that the pharmacy had to contact them They specifically said the Drug store would have the Rx by mid day Publix never heard from Optum I call again and was informed the pharmacy has to call the OptumRx Pharmacy to arrange for a transfer 8 days to fill and RX IDIOTS

For 4 prescriptions "pricing information unavailable" online. I was shocked at the high prices when they sent me an order I did not submit. WalMart pharmacy is cheaper for all 4. United Health Care forces you to use them, then they bill for any random amount they want without ever disclosing the prices. They are both the pharmacy and the insurance provider making them self dealing scam artists. They make no effort to provide drug pricing, and being a self dealing loop, adjust their prices based on profit, loss and accounting tricks to write off losses in the form of tax credits, manipulate coverage and benefits, and basically hold their clients hostage while ramming incompetent foreign call center service reps down your throat.

Optumrx signed a contract with the state of alaska (alaskacare), to provide pharmacy services for state of alaska retirees. Alaskacare states that a members benefits are good "world wide." optumrx officials signed a contract knowing they could not cover the services they are being paid for. Optumrx has violated the alaska contitution xii, section 7, as 39.35.880, 18usc1033, 18usc1356, 42usc157, ra 17-02a title 3 part 2 chapter 28 3aac 28.908, 42usc18022, 18usc1343, 18usc, chapter 96 1961-1968, interstate commerce act, sherman anti-trust act.
I have been denied a letter of guarantee of payment to the royal phnom penh hospital, phnom penh cambodia for a supply of essential medicine (aetna provided this and a one years supply when they administered the pharmacy services for alaskacare) I have gotten hold of four federal agencies including the fbi and us dept of justice to investigate this fraudulent contact.

See: cunningham v aetna and gillian washington v aetha

Quality of the drug supplied by the OptumRx mail-in-order is substandard ( Amlodipine (Norvasc) manufactured outside the US). It is causing a lot of side efforts and all the side efforts went away with the same drug from Walgreen pharmacy. Please investigate OptumRx's ability to deliver mail-in drug effectively. United Healthcare is forcing this option after three refills for all on-going maintenance drug. This approach is unacceptable without a safe delivery mechanism and Sutterhealth needs to advise correct pharmacy based on rating and credibility of the pharmacy.

I have to pay in full cost to Walgreen and will try to claim back from OptumRx.

I was on a medication since, I was a teenager for years! I tried every available generic that gave me side effects or didn't help me at all. I have taken brand name that has always helped me after, generics as well as different medications have failed. Since, I was told I needed a PA for brand my doctor submitted for brand medically necessary as I was told it would be approved after, fighting since, January 2018. I would only pay $132. For a 90day supply that turned out to be over $2000.?! I went from being told I no longer needed prior authorizations to "I would have had to pay full price" as it didn't matter I was out of my medication that you can't just discontinue at the dose I was on. The PA was denied for brand medically necessary for the fact is was "off label use" even though, they had told me if, it was written for a different off label Dx I would have been approved. I have been given the run around for a year and a half now! I have not been doing well since I have been off of it.
They keep going back and fourth that it was and wasn't approved then, I just spoke to them after they keep canceling my PAs saying that I didn't need a PA they would submit for and urgent approval called back after, the same thing happened again- that I do need a PA as they keep canceling all what is submitted ?! I would have a huge out of pocket copayment for a brand name medication even if approved- that I was given inaccurate information as I keep getting a different answer from each person I speak to... I went from having hope to having nothing. As they are again targeting another medication I am currently taking that only comes in brand for them to determine if, the medication is medically beneficial?! I was told they canceled my PA because, the medication was on the covered tier 2 medication preferred list now, I am being told a different story! I run out in a few days!
9 months ago I had to suffer for almost a month because, a medication was increased -I was told I couldn't increase my medication until, my next refill was due because, they couldn't override the medication in their system?! That is BS!
I went from medically stable to holding on by a thread. This has caused a major relapse in my illness and getting targeted again!
This is the worst company I have ever been with. The only company that has needed PA for these medications- the only company that has told me "they can't override my increased dose"- the only company that has caused so much distress as I continue to suffer as they to target more medications that I have no other options.
I don't know what to do as I am stuck and getting worse. Between my insurance and doctor pretty much giving up trying to work with or around this company. If, I get cut off anymore medications I can't afford to pay for out of pocket. I will die. They don't care about their consumers wellbeing- it's all about money to them.
I tried everything went directly to the source of the pharmaceutical companies they can't help me with getting my needed medication.
What is the point of having drug coverage when, the medication you NEED most isn't covered brand or not ..? What I pay out of pocket for copayment now doesn't save me much money at all. What am I supposed to do now I have medical issues that were in remission as I am back to square one? I went from having a more positive productive outlook to losing everything. I don't wish incorrigible company on anyone!