CVS

My wife and I have been using your CVS location in Louisa Virginia for the past five plus years and have never had any issues till this last year and now this week. We both take Citalopram HBR 40MG and each get a 90 day supply, and have been for years, Last year my wife had an issue with one of her refills and was told that she had already picked it up and there was nothing that they could do about her mistake. So my wife had to go for just over a month without her meds till your store said they could refill. Now you would think that this would have been over with but no when it came time again to refill she was told she had picked it up and that she could talk with the SM because the techs make no mistakes. My wife went in to your store and was given a 30 day supply for free and told she would need to wait for it to populate for a refill. Now here we are on 02/27/2021 and I and due for my refill. I place the order over the phone and the system states that my Citalopram was scheduled for pick up on 02/22/21, I never got a call or text for this so I placed the order to be refilled. I just got off the phone with one of the Pharmacists at 6pm and was told first it was the doctors mistake that they had to send in a request to fix his mistake then when I stated that my bottle and your app stated that i have one more refill to be filled she stated she needed to pull up my account and see. After she looked she stated that the doctor had not make a mistake but that I had picked up a 20 day supply this last November. I told her that was incorrect because I have never picked up anything less than my 90 day every time year after year. I was told that was what the PC said so I was mistaken. I then explained to her that she was mistaken because this issue has been going on with my wife and now it looks like it is starting with mine. I was then told that all she could do was read the screen and request the my doctor resend a new script. This needs to be addressed with the Store Manager of this location and fixed. I do not understand how this has happened and why it keeps on happening. I expect to be contacted with a full resolution to this issue, both mine and my wife. [protected]@gmail.com

The attached photo is of our scripts. Mine on the left is the issue I spoke of the one on the right is of the 30 they gave my wife but printed a 90 day label and was told not to worry about that part it won't matter.