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In May 2024 I switched to Cigna health insurance and here comes express scripts trying to get all my pharmacy business. I'm a retired field manager for a well known Rx PBM. With that said I think brick n mortar stores have an important role in people's lives. I currently use an independent pharmacy a friend of mine owns and operates.
There have been more phone calls back and forth between myself and express scripts than I will even list here.
The amount of time wasted verifying your information and them placing you on hold repeatedly for up to 5 minutes so they can research or read notes is maddening.
So the issue at hand.
I receive an infusion for an auto immune disorder every 6 weeks that I receive a steroid injection đź’‰ with to counter balance the harsh effects of the infusion. I allowed ES to take a stab at this one prescription and what a disaster it has been.
Here is the order of events.
Steroid prescription received.
Then I'm notified via
email that it's placed on hold.
Call ES and have a 45 minute call verifying all my information.
Address, shipping address,phone number dob,all my insurance information.
All is resolved ,,,NOT
Next day same email sent to me.
I had to call them 5 more times over the next week and each time the script was placed on hold for some minor detail such as the pharmacist wanted to verify my shipping address.
The pharmacist wanted to verify where the drug will be administered.
All this 🎪 circus act continues until 3 days before my procedure.
At this point I'm frustrated and the last supervisor that I spoke to at ES escalated the call as to not interfere with my medication compliance meaning they were the reason I didn't have the script in the first place.
At this point I gave up on this whole mess and contacted the Doctor to get a script sent to a brick n mortar pharmacy
Now all the sudden Acreedo Rx is calling me to get in touch with me sounding urgent.
I wasn't available at the time but returned their call within 30 minutes.
Called Acreedo 6 times over the course of 2 hours and left 2 messages for them to call me. No return call for the next 24 hours so I call them back. The service agent is asking me why I'm calling them,uh we'll you all called me urgently trying to get ahold of me.
Then they say oh I see on the notes here that your prescription was overnighted to you and it will arrive today.
Wow what a disaster of an organization.
The customer service at Es and Acreedo their partner rx are some of the worst I have ever seen.
News flash,,,just because you seem nice on the phone doesn't forgive being incompetent in this field.
Do yourself a favor and pay a little more and go to a local pharmacy near you.
When you treat customers like they don't matter it will catch up to your organization in the long run.
The repeated mistakes and delays of Accredo and Express Scripts put your medication schedule at risk which resulted in a lost waste of time and unnecessary pressure. There is a more sensible alternative. Direct accreditations towards the pharmacy of your choice and file a complaint with Cigna to make note of their incompetence. Moreover, emphasize their clumsiness that put at risk their timely sequence of treatments.