Walgreens review: pharmacy

I have been trying to get a prescription for ESOMEPRAZOLE filled for over two weeks. The problem is that the pharmacy keeps telling me WRONG information. Multiple times they have told me that either I had no refills left, or that my insurance will not pay for this and I should ask my doctor for something else or buy over the counter. The real answer is that my doctor just needs to authorize. I finally got in to see my doctor, and she said the pharmacy is supposed to alert her office that authorization is required with the insurance and they will take care of it. Well, after multiple trips back to the pharmacy, they still have not notified my physician of the need to authorize, and continue to tell me I need to just buy a lower dose over the counter. Is this what they should be telling me? Should they notifify my doctor's office that the medication has to be authorized by them in order for the insurance to cover? Just trying to understand how this broken process is supposed to work.