cvs/caremark Complaint

Horrendous Service - Prescription Mail Order Service

dlec64's Picture Reviewed by dlec64
Complaint 		 0

I was sent a generic that didn't work for me; I didn't even realize a generic had become available. I had my doc fax a new prescription for the brand name that was rejected after an appeal. I was then sent a letter telling me what day I could order the prescription and that they would hold the prescription. I called on that date and they said they would ship it out. A week later I got a letter saying it was too early. I called back and they said the prescription was voided. I asked them why they did this after they said in the earlier letter they would hold the prescription for me and that I should order on such and such date. The customer rep. then said she had fixed the problem and that the prescripton was being sent out. I then got another letter saying it was too early. I called again and was put on hold for over 45 minutes so that the customer service rep. could speak to a manager. I asked the customer service rep. if they could call me back and she said "NO" so I hung up. The next day I spoke with another customer service rep. who said that I should just start over and have a new prescription sent and that the notes from the customer service rep. the day before said that I was "advised." Advised of what? I had to hang up on the women after waiting 45 minutes. Two days later, after my medication ran out, I called again. The man on the phone said the problem had been fixed; that the prescription didn't have a dosage on it; they never said anything about this before. I had now ordered my last prescription three months earlier. He then said it would go out that day. Two days later, on a Sunday, I got a phone message saying that the prescription wouldn't go out for another 24 to 48 hours. I now had no medication so I called my local CVS. The pharmacist tried to get me a couple days supply but was turned down by both the insurance company and Caremark. Nothing could make this experience better. I was sick and didn't have my medication. I have never felt so helpless and hopeless in my life.

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julzykay says: (1 month ago)
 0
I used to work in customer service for caremark mail order service. A common misconception is that Caremark controls what drugs can be given out. This is not true. We are given set rules to follow from your main insurance provider. Your insurance provider decides what drugs are covered, how much your copays are, etc.
Caremark just fills the medications. Hope this helps. Good luck!




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