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Medco/Accredo Incompetence
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Jun 3, 2008 Medco complaint by Charlesm5213 |
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The following is the complaint I sent to Medco:
I have a lot of complaints about the way Medco and Accredo are conducting business with my health at risk. I was sent a letter FORCING me to use Accredo immediately if I wanted my medication to be covered. I called the number given in the letter and sat on hold for 15 minutes. I told the rep on the phone that I needed Rebif and what my letter said. She told me to get a prescription and send it in. I advised her that the letter stated that Accredo would handle all of that. She got upset and rude and demanded the doctors name and contact information. I gave her what she needed and she ended the call. That was May 12, 2008.
I called again on May 19, 2008 to find out the status because I would be out of meds on May 25. I was told that the doctor never responded to the request from Accredo. The rep could not give any explanation why nobody bothered to try again, call the doctor, or even notify me. She said she would try again.
On May 22, 2008 I called again because I had heard nothing about my prescription. I spent over 45 minutes on the phone with 2 reps and a supervisor, Davina. It was discovered at this time that Accredo had originally faxed in my prescription request with the wrong birth date. My doctor’s office did respond to point this out and Accredo ignored it and me. Davina claimed that she would monitor my account to make sure the prescription was called in and processed that day to make sure it went out immediately so I would not run out. The prescription was called in at 11:20 AM. Nobody processed it or called me. I had to call again and spend another half hour on the phone with the incompetent people working at Accredo. First they claimed it had not come in then miraculously they found it after all. I was told it would be processed and they would call to set up delivery. I knew that was unlikely and complained to our county benefits representative. She called Accredo and was told they never received the prescription. 20 minutes of her sitting on hold and the finally found it for the second time. At 1:30 PM I was called to set up delivery and was told it would ship on May 27, 2 days after I would run out. I had to argue for another 15 minutes with this person who said there was nothing she could do and then turned around and said it would it ship out that day for delivery on the 23rd. She then told me that it was a $30 dollar co-pay for a 3 month supply but they were only sending me a 1 month supply because that was how they had processed this order. She then put me on hold so she could speak to a pharmacist and when she came back she said I would get a full 3 month supply on my next shipment. I never heard from Davina again. I spent at least half my day dealing with this because nobody seems to care if people get their medication or not.
Today I get a bill for $30 for my co-pay. I called and wanted to know why when it was not my full 3 month supply. That is when the latest rep that I had the displeasure of speaking to advised me that my prescription was good for 6 refills but only for 1 month at a time. A complete contradiction to what I was told on the 22nd. Now I am being forced to pay full co-pay because the Accredo employees are either outright lying to me or to incompetent to do their job correctly. Also, as usual, they are being of no help ad I am the one who has to do all of the work to get the prescription corrected. I find it amazing that Medco/Accredo’s claim to fame is that they ship out 90 day supplies for one co-pay to save the customer money and when a prescription comes in that does not allow that they don’t question it, tell the customer about it, or offer any assistance to get it straightened out.
I do not anticipate getting any type of acceptable response. All they do is lie and steal.
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