Below is my review as a former employee and of the service members get and why

I'll get this done today or by Monday at the latest. (return Equipment)
Before I go, I want to enter into record that I was let go mere minutes after rating two reps poor on C2C. (C2C is a Chat message feature to get answers) You told me last week to "refrain" from negative feedback in the comments of rating C2C agents. Why would anyone say that? Well, the fact that you did leads me to believe that my cussing while on hold for SRT is not the real reason. Zero tolerance you say? I don't ever remember hearing that though I know it was mentioned to watch language while on hold/mute. I tried to refrain from rating C2C at all without comment but could not help myself. Every time I used the feature, I was asked for feedback on the interaction, and you basically told me not to rate negatively.
In my opinion, being let go is to protect the image of agents as worthy and professional in the eyes of CVS. Some are worthy but the few that are not should be called out and I was the one willing to do it. One example, a C2C agent put the onus on the customer for my mistake when there was an alternative. It was my intuition that I was being led astray that prompted me to call SRT (senior team) after the chat to confirm there was no option to help the customer. Alas, there was an option!
Why anyone would ask me to "refrain" from negative feedback in the comments is beyond me. Why does my feedback not matter? Why ask at all? I could only speculate, and I did.
You just let go of a great agent over cuss words while on hold for SRT, yet again. I was very committed to helping the 40 or so people a day as best as I could, and you know it. You can call yourself a supervisor, but not once did you lead by example or address my issues understanding information except to tell me to ask somebody else.
I received close to eighty hours of so-called training but everything of importance that I learned was while on live calls and at the expense of the customer being put on silent hold using the mute button because of the rule to NEVER USE THE HOLD BUTTON! What difference does NOT using the hold button make? I can only guess because the bottom line is the customer is holding whether I use the hold button or not. Music lets them know they are on hold. Dead silence leaves them wondering.
I feel sorry for the members of CVS Caremark and thus my disdain followed by cussing about the the total and blatant disregard for the members time in order to look good to Continuum Global's customer, CVS – not the member.
In closing, I look forward to reaching out to CVS executives far and wide to let them know exactly how their operation is being run. In my opinion, it's being run by many agents that don't know enough and will resort to making up answers just to get them off the line and by supervisors that tell me not to rate their agents on C2C negatively and offer no real leadership or development of their subordinates

I have chronic illness that began in late 20s and has totally changed my life, and my lifestyle. It is autoimmune disease similar to rheumatoid, mainly affecting back/hips with severe pain/stiffness. Over the last 14 years, my wonderful rhemy has prescribed many types of immuno suppressant drugs- infusions at office and scripts for injections at home. Scripts for effective injections always sent to CVS spec. I then order online to receive in cooler at doorstep each month or so. IMPERATIVE TO KEEP ON TRACK WITH INJECTIONS. I've had problem after problem with cvs sp sending my $6k/mon med. NOT INSUR ISSUE. NOT DR ISSUE. ALWAYS CVS ISSUE. Most recently, dr switched me to better med called Cosentyx. After 2 mos, he doubled my dose. He sends scripts to my med man team, who meets with me, gets insur to clear script, then sends script to cvs sp.
They sent the approved script to cvs sp SEPT 20,2022. It is now Oct 2,2022 and I DO NOT HAVE MY MED. For this particular case, I have tried to PREVENT probs by logging in to CHAT, MULT TIMES, with cvs reps. I wanted to ensure receiving med on time (latest date to receive meds in order to keep on track was 9/28/22). Online chat reps told me I could fill my script/all is well and on track. But they were wrong! They REPEATEDLY IGNORED my response explaining that the script available for me to fill online is only 150mg, NOT the increased dose of 300MG. (it is obvious whomever answers these chat messages FAIL TO READ PRIOR MESSAGES IN THE CHAT). I have also had the MED MAN TEAM CALL CVS on my behalf in this case. CVS sp told them all was well with my new 300 script. But, online still would NOT allow me to order 300- only one 150 syringe. So, I CALLED CVS MYSELF. Nice woman answered and explained there was a disconnect between CVS who did receive my new 300 script and the online dept of CVS sp. ONLINE DEPT was never sent the update. She reassured me she would expedite my meds, which were now late. I would receive my 300 shot on 9/30/22. But, I it never came.
I got online, and found yet ANOTHER MESSAGE THAT CONTRADICTS previous messages sent by cvs team member. After med man and I both called CVS on 9/28, a cvs rep sent me an online message stating: "We see that you called CVS sp today. Your new script is on the way. Is there anything else we can help you with?" I had answered that I wanted to ensure my 300mg shot would arrive at my home by 9/30. The NEXT MESSAGE from CVS said that they could not fill my script bc they never received it.
WHAT IS WRONG WITH THIS COMPANY? Communication, procedures, policies, training, work ethic, and possibly even EMPATHY are some of the main issues here! But, I have nowhere to go to get my meds.
So, I lost my mind responding yet ANOTHER CONTRADICTORY MESSAGE from CVS sp. Do they not realize that I am UNABLE TO FUNCTION/WALK/WORK wo my shot?! I am an elementary teacher. I cannot get a sub, and I don't want to either. I love my work and, unlike many CVS team members, have an excellent work ethic. Unlike them, I am committed to my decision to serve my community/the public. My vocation is to teach young children, especially those with learning disorders and that struggle learning to read. I take my responsibility very seriously. I MUST BE ABLE TO DO MY WORK.
I am also a mother, and a wife, and a friend. I CANNOT FULFILL MY OBLIGATIONS to the people I love without my meds. I CANNOT WALK WITHOUT MY MEDS. I AM IN TERRIBLE PAIN, CANNOT SLEEP, CANNOT MOVE NORMALLY, NEED ASSISTANCE WITH DAILY ACTIVITIES, REQUIRE HELP FROM COWORKERS AND EVEN MY OWN FIRST GRADE STUDENTS.
THROW ME A FRIGGIN BONE!
DO YOUR DAMN JOB AND GET ME MY MEDS---on time would be great!
Insurance is paying CVS sp $6k per month to do this. And they suck at it.

This is just one example of many, many other times I have had to beg, fight, etc, etc, in order to receive my medication.

It's a joke and I'm pissed. Try to find a different specialty pharmacy for your medication. If you find a good one, please email me at:
*******@pop.com

I would also be happy to continue my fight against companies like CVS sp that screw up people's lives through their idiotic procedures and leadership. I will do anything I can to help others who are disabled and depend on their medication to live and function AS NORMALLY AS POSSIBLE.

1st order came w/invoice to put credit card info and mailed back to them. I spoke with rep they said u have to have card on file. Since i just mailed the invoice w/ pymt back i wanted to wait until they processed pymt before adding card on file. Its been sev weeks pymt not posted. Called them worst rep ever. She said well pay online if orig pymt shows up in mail you will have a credit. I dont want a credit because med i get cost zero. The others were sent in error due to provider sent all my active prescriptions to them and dont fill on a reg and dont need they are ones i had to pay on. So no i dont want a credut becUse it maybe sev months to a year nefore i need it. She placed me on hold to research. Came back and said simce no credit card on file when they received my pymt they threw away. I said why do u include an invoice to pay and have me waste a stamp to mail to you if u wont honor pymts in mail? And how do I know they discarded my info properly that my info hasn't been compromised since they don't normally process pymts thru the mail they probably don't discard properly either. Second prescription came a day after the first set came without an invoice so I really thought since I was new to the service the first order had invoice to pay and future refills would go to card on file. And how do I know this rep knows what she was doing what if she said they disregarded the pymt most likely due to no credit card on file i mean its not in my acct that I mailed and they disregarded so what if the one comes in mail and they process it and i had went online and paid -Not a happy camper and definitely not impressed with this company and how they do things. First time user and maybe my last time using this service.

I have called the CVS Caremark Customer Support line and my doctor's office almost every day for a month. No one seems to know at CVS Caremark why they kept sending the prior auth paperwork to the wrong doctor time and again. No one seems to know why the prior approval was closed due to no response from my doctor, even though my doctor has been in touch with the prior authorization team over and over again. Representatives keep telling me old information that was true maybe three weeks ago but has since been corrected and handled.

A month. I've been without my drug for a month and now I have plaque psoriasis infesting my body.

T. K. On the Senior Escalation team was literally the biggest $#*! I've ever spoken to in any customer service capacity in my entire life. She was of no help, was not interested in helping, had a terrible attitude, and before I could finish my sentence to request that she please get a supervisor from the pre auth team she cut me off and sent my call back to the triage wait line, which subsequently reported that this call could not be completed. Click.

Between my doctor's office and CVS Caremark, I've spoken with more than but including Cheryl, Steve, Mona, Hanna, T. K, McKinsey, Brandy, Monica, LaKeisha, Jane C., Courtney, Khadijah, David, and many more.

Right hand does not know what the left hand is doing. No one could tell me exactly what information was missing, needed, nor why the preauthorication was being held up. At one point I was told that CVS Caremark requires me to go see the doctor in person to get this drug approved. I did. I got an appointment that very day.

It took the doctor a solid week to sign all the prior approval paperwork required by CVS Caremark. But here I am, today, having gotten confirmation from the doctor's office that they have signed and approved everything on their end and yet a CVS Caremark rep brought up the 3-week old information that had the wrong doctor information again. This is like GROUNDHOG DAY ON STEROIDS!

DEAR PATIENTS, WHO OF YOU HAS HOURS EVERY DAY FOR A MONTH TO DO THE JOB FOR FREE THAT OTHER PEOPLE ARE BEING PAID TO DO WITH YOUR INSURANCE DOLLARS?

WHO OF YOU?

CVS Caremark and doctor offices need to COORDINATE CORRECTLY AND EFFICIENTLY WITH CLEAR DIRECTION AND FOLLOW THROUGH.

Today, 34 days without the drug I need in my system, finally an OFFICE STAFF person at the doctor's office gave me a pack of samples to get me through until the insurance idiots get their $#*! together.

UN$#*!INGBELIEVABLE THE INCOMPETENCE, LACK OF TRAINING, LACK OF FOLLOW THROUGH, LACK OF CUSTOMER/PATIENT CARE at CVS CAREMARK AND SPECIALTY and U of U. Except for today's act of kindness on the part of a doctor's office. It's not even her job, but she helped me anyway.

What a pleasant surprise!
After developing low expections based a long history of wholly ungratifying interactions, I was shocked to have not only a positive Prior Auth telephone encounter, but perhaps the best phone service experience I have ever experienced with ANY PA provider. Catherine (? Sp) Perez blew me away with her prompt service and joyful and very fun personality. She is a rare gift to the company and will surely continue to provide the highest-level of service in any job or career that she may choose to pursue! I have a lot of experience in healthcare and healthcare Administration, and this person is destined for still more success and greatness than she may currently be enjoying! No offense to the company, but y'all learn a very important, potentially business-salvaging lesson from this likely underpaid, undervalued expert among novices. I suggest she'd be a fantastic trainer, which she may already be, and has significant untapped potential. You need much more of what she has to offer! I hope you have the will and the resources to properly value what this person does for the joy of serving others rather than working blindly to support the "bottom line," which appears the norm for most large corporations these days. Managers and leaders-take a big ole pay cut for the sake of the quality of care and customer experience instead of focusing too single-mindedly on profit for any investors or stockholders. If the so-called healthcare system is to survive in anything close to its current arrangement, which I honestly don't believe is possible at this point in time, we are destined for an overhaul and or replacement of the inequitable currently privatized, for-profit industry. Medicine used to be practice by doctors and nurses without any middle management of cash flow or automatic reduction in the amount that physicians ask for payment. Over the year, third parties have co-opted not only the autonomy of patient with physician's guidance, to make considered decisions based on the best available supporting evidence at the time. Now, doctors are struggling to maintain practices without becoming subsumed by larger, for-profit health care 'organizations. Bad for patients, bad for healthcare providers, resulting in invariable and now imminent loss of any degree of personalized, meaningful and sensible care base on the above criteria and what is the most cost-effective manner of delivering the best possible care to as many individuals as possible, regardless of ability to pay, race, gender, gender or sexual orientation, ethnicity, so-called 'pre-existing conditions. Now visits are too hurried and punctuated by the drive for productivity (number of visits/hour rather than the best quality of care for the most people given already limited healthcare resources and resouce allocation. The result: physician burnout, erosion of the physician-client relationship, patient trust in their doctors and in the existing healthcare 'system' and government, alike. Watch for it folks. Change is a-comin! I predict that this post will be removed in under 30 seconds once posted. You'll see! Big brother is actively controlling the media as well as your lives, health and livelihood. Soon all of our strict HIPAA guidelines will be moot, as supercomputers replace people, and folks must rely on the questionable advice of AI. There will be no confidentiality and no hope for patient-focused care if things continue, uninterrupted by a revolutionary re-boot of all of our existing 'principles' of profit over service, money over people's health, wellness, freedom and access to affordable and equitable care, with each individual's right to self-determine and to choose among many options from whom and indeed from what, they might be required to receive any available care. Screw the sanctity of the physician-patient relationship. I want all their money, regardless of the consequences to the public, our raison d'etre, our inspiration, our commitment, our calling, which I have come to view as equally real as any calling to a life devoted to spirituality. The selfless practice of medicine is best and perhaps only existing example of true commitment to service primarily, if not solely for the benefit of the customer, the health of the public. Let's flip the care model and reward primary care and the quality of the doctor-patient relationship and stop sacrificing billions of lives in the interest of increasing wealth a the too-visible minority of the super-wealthy. We cant--no--we will not continue to bear the weight of the buckling non-system of healthcare. What happened recently in South Africa is coming, ready or not, sooner or later, but it IS coming!
Thank you Catherine Perez, for leading by example, asking for no particular recognition for what you do every day naturally because of who you are and not what you may gain from anyone. Your humilty and selflessness, and maintenance of joy despite what I suspect you and your peers are expected to enjoy based on your pay grade! Thanks for reminding that nothing is ever more important than nurturing all of our personal and professional relationships. When we treat people well, they are pleased with the service and become open to giving your employer a second (or third, or 28th chance). Thank you for inspiring brightening my day and inpiring me to do better as soon as I know better, to keep my sights on my dream of who I someday wish to be, yet will never become. It would be dangerous to believe otherwise. No political slur intended. Blessings to Catherine and all those who love and appreciate her exactly as she is! You, and the innumerable faceless behind-the scenes heroexes (agender heroes/heroines?) like you continue to inspire us those with faith in humanity, though not necessarily with current and or recent, or even remote leadership. Once we come to value all humans equitable, fairness in all things, including in healthcare, and consequential improved access to care and improved health of both individuals and the public will naturally ensue. But how long will it take us to get there. How much time remain for us to reach these seemingly impossibly lofty goal. We may never actualize this dream, but if we all put aside our differences, and fight for this common goal of equity for all, everywhere, there is, at least a chance to maintain our faith in ourselves and our potential for survival. Only if we all step up and take personal responsibility to see this through to completion, whatever the cost or personal sacrifice required to make the dream reality, there is hope for the survival of our world and of all existing, though rapidly declining species on earth. It's not about you, folks. It's always been about US! Become a leader. Advocate for equity! Save all threatened species, including ourselves! The planet won't tolerate any more of this sustained abuse.
Thank you, Catherine Perez, for inspiring this impromptu/spontaneous treatise. Please forgive the length of this thank you note, and for allowing it's focus stray from the gratitude that you naturally (or perhaps unnaturally give freely to others. I am so very humbled. Enough said.

My employer just switched to CVS Caremark from Express Scripts and it has been the most horrible experience and we just started the plan this year! The prior authorization department needs a lot of work. I needed an Ovidrel prescription and I have been going back and forth with Caremark for over a week to get the prior authorization approved. When I first called CVS Caremark customer service advised the doctor's office needed to call in the prescription, when my doctor's office spoke with a rep at Caremark they advised that Ovidrel was not covered and Novarel was, so my doctor put in that prescription.

I was checking my caremark dashboard daily to confirm if the prescription was processed and it wasn't. I waited 2 days and called customer service back, one rep told me Ovidrel wasn't covered, I called again because the rep was super rude and short and would not elaborate. When I got another rep she said that I need to speak with the benefits department at *******556 and ext. *******. The rep on 1/15/20 said they did not have my insurance information so that is why my prescription was pending, which is odd since they are my insurance prescription provider. She said due to the holidays I would need to call on 1/19/20 to confirm that authorization was approved.

This is where things go from bad to worse because I need to have the prescription by 1/21/21, anyone who is trying to conceive knows the importance of getting the medications on time so all the preparation and other meds you endured beforehand doesn't go to waste.

I called back on 1/19 and was told that the Novarel was not covered under my policy, they do not have the previous Ovidrel prescription that was sent in and that the doctor must call the PA department at *******506 to get verbal approval for Ovidrel. I told my doctor's office this and they called and the PA department advised to speed things up they should put in the authorization on covermymeds.com. If a verbal authorization suffice why would they direct them to cover my meds?

I spoke with the benefits department who kept telling me that my doctor's office never called to put in the prior authorization, Fernando with the benefits department was extremely rude, super short and did not want to help or listen to what I was saying at all. I called back and spoke with Beth who was more helpful and then requested to speak with their manager Yessenia who called the PA department herself with me on the phone. They did confirm my doctor called them but said the doctor office called to get a key for covermymeds, which makes no sense, how would they even know about this website?

Either way I have been getting back and forth from the authorization department when all they needed to do was accept and put in the system that my doctor called and authorized the Ovidrel. I spent over 4 hours on the phone with them yesterday, ultimately Raj K. With the PA department advised to have my doctor's office to call back to the same number *******506 early in the morning and request a verbal authorization of the Ovidrel.

My doctor's office called and sent me an message stating they followed the directions given to me, I waited 2 hours, called the benefits department back, got Fernando on the phone again who proceeded to tell me my doctor's office never called, the authorization was still pending. I gave him my PA confirmation number, he then stated that someone was working on it and should reach out to me. I asked why he said that my doctor's office never called and he proceeded to get short, was rude and denied.

Right now I am still waiting on Caremark authorization. I need this prescription by Thursday (tomorrow). What really burns me up is how convoluted this process is, how so may reps give various information which delays the process, and how no one from the PA department can actually confirm whether someone calls them because they do not adequately document their file. I am left feeling defeated, angry, unheard, and disappointed that this is my new prescription provider (employer plan). I may have to skip this month in trying for a child because of the red tape in place by CVS.

I would hate for my fellow co-workers to go through the same thing if they need a medication on a deadline that requires prior authorization. If a verbal authorization is all that is needed then do not direct a doctors office to a website or send a fax, just take the verbal! Customer service needs better training and more compassion.

I WOULDNT KNOW WHERE TO BEGIN IN THIS GOD AWEFUL NIGHTMARE I HAD BACK IN APRIL OF THIS HORRID YEAR OF 2020... BEING ON MAINTENANCE MEDICATIONS, MY LIFE DEPENDS ON " ON TIME MEDICATIONS"... WELL: DON'T DEPEND ON THIS MAIL ORDER PHARMACY TO KEEP THEIR PROMISES CAUSE THEIR AIN"T ANY... THEY HAVE A STAFF OF 1,000 THAT YOU HAVE TO TALK TO FIRST TO ASK WHAT THE HELL HAPPENEND TO YOUR MEDS... IF YOUR SICK BEFORE USING THIS COMPANY:, WELL BE READY FOR MORE PILLS: CAUSE YOUR GONNA NEED THEM AFTER YOU DEAL WITH CVS CAREMARK... OH: AND BE READY TO PAY OUT OF POCKET TO GET EMERGENCY MEDS TO COVER UNTIL YOU RECIEVE YOUR SHIPMENT... MY CASE: MY DOCTOR WAS UNCOMPLIENT IN HELPING ME AS WELL AS HER STAFF... I GOT THE PRIVELEGE OF HAVING MY PHONE BLOCKED BY THIS DOCTORS OFFICE TO INQUIRE ABOUT MY MEDS. EITHER YOU DIE FROM MEDS OR YOU DIE NOT TAKING MEDS OR YOU DIE FROM A INCOMPETENT DOCTOR WHO GETS TIRED OF CERTAIN PATIENTS... IN THIS STORY I ALMOST DIED BECAUSE THIS DOCTOR REFUSED TO DO BLOODWORK ON ME AFTER BEING TOLD MY SODIUM LEVELS HAD DROPPED WAY BELOW THE NORMAL RANGE... I HAD TO TAKE MY $#*! TO A URGENT CARE TO FIND THAT OUT... ADVICE TO SAVE YOUR LIFE::: DONT EVER USE A UNION DOCTOR AND DONT EVER USE CVS CAREMARK... YOU COULD SPEAK TO THE GREAT AND POWERFUL OZ HIMSELF: ON THE PHONE BUT YOUR STILL GONNA WAIT FOR YOUR MEDS... 1199 DOCTORS ARE HORRID AND CVS CAREMARK IS EVEN WORSE... I SWITCHED MY DOCTOR AND PHARMACY AND AT AGE 65: I GOT MY LIFE BACK... THANK THE LORD: THANK THE LORD... AND IF CVS CAREMARK THINKS I REALLY CARE IF THEY READ THIS::::: I DONT... AND AS FAR AS 1199 DOCTORS ARE CONCERNED:: WELL:... DONT DO IT... JUST DONT...

ZERO STARS - CAREMARK MAIL ORDER IS THE WORST! These clowns will kill someone, if they haven't already, through incompetence and sheer stupidity. My physicians office had to call Caremark and ask for an override for the inhaler for my SEVERE ASTHMA. After 2 refills of 30 days supply, my insurance asks for a 90 day supply either thru Caremark mail order -OR- to pick up at CVS pharmacy (or they will mail via USPS). FYI: if I run out of my medication, I wind up in the hospital... a VERY BAD place to be during the pandemic. My physicians office approved my 90 day supply, then Caremark promptly denied it as being "too early" to fill, 35 DAYS after my last 30 day supply was filled (I always ask for refills BEFORE I'm out). My physicians office then was forced to call Caremark to ask for an override, as their computers don't track how many days supply, which is ridiculous and unacceptable.

Per my physicians office, Debbie of Caremark, was rude, sarcastic, flippant and unprofessional in the extreme. Debbie is apparently one of those women who must control and steer the conversation to the point of refusing to listen to crucial details from my physicians nurse as to WHY she was calling and what was needed. Debbie wasted so much time trying to control the narrative, and displaying a sub-normal intelligence (her comprehension is VERY low) that a supervisor was requested. Supervisor Lauren took over the call; she was professional, she fixed the issue and reported Debbie to her supervisor. I called Caremark today and spoke to Donna, a very nice lady who took down my complaint about Debbie and apologized many times.

Caremark nearly killed my husband earlier in the year by refusing to fill his high blood pressure meds and NEVER informing him. After he'd run out for several days and his BP was dangerously high, I called CVS and got a few emergency pills while they fixed the MESS Caremark created. Had he suffered a stroke, Caremark would've been the subject of a huge lawsuit.

I haven't used Caremark mail service in a long time and I've told my husband to NEVER use them either. CVS retail pharmacy will mail meds via USPS freeing charge. We trust CVS retail pharmacy and shun Caremark for their gross incompetence and negligence.

Yelp is currently cherry picking Caremark reviews and have refused to publish 16 complaints with ONE STAR each. Caremark must have ups their bribes to Yelp... untrustworthy!

We were forced to use CVS when my husband's company switched insurance. What a racket this company is. First of all, you are forced to order your prescriptions online after a few refills. Even if you have a pharmacy you have used for years and you know and trust the pharmacists, you must order from these unknown people who can't seem to get things right. If you don't, you pay the full amount for the prescription. If you do agree to do so, you must allow them access to your bank account so they can take your money whenever they send you a prescription.

We have experienced numerous problems including not receiving drugs that are desperately needed to stay alive on time. The most recent problem is that they recently sent me 6 prescription refills. I only needed one. I called my doctor. They said they only ordered one. I was charged over $200 for the five prescription refills I don't need and they will probably expire before I am able to use them. I called to return the unopened, unused prescriptions. The first person I spoke to said there was a form online. I looked and couldn't find it. (By the way, their website is not at all intuitive. I think the reason they make it so hard to use is so you will give up.) I called again. The second person said they would send the form. It never arrived. I called again and was on hold for an extremely long time before being disconnected. I finally sent an email. Here is their reply:

"Dear_____________,

Thank you for contacting CVS Caremark. We strive to provide quality customer care to every one of our plan participants.

Upon further review of your account it appears that the prescription was dispensed correctly. The prescriber wrote the prescription for a 90 day supply.

Please accept our sincere apology for any inconvenience you have experienced.

Should you need additional assistance, please respond to this e-mail or you may contact Customer Service at *******682. We appreciate the opportunity to serve all of your prescription benefit needs and to help you better manage your health.

Regards,

Malinda D.
CVS Caremark
Web Support

This is how this translates to me: We're not going to refund the $200. You can't return them. Your doctor is lying about what they ordered. It's not our fault. If you have any other questions, call someone else. If we decide to send another prescription, you will pay for it because we have access to your account.