My mom, with 40+ years of chronic pain after falling off a loading dock in her 40's, uses buprenophrine patches that are changed once a week for pain control. Besides osteoporosis, osteo arthritis, 5 major joint replacements and multiple other surgeries over the years, she has several herniated discs at every section of her spine in cervical, thoracic AND lumbar regions... this along with degenerative disc disease and spinal stenosis. She has constant pain and has lost nearly 3 inches in height over time. Since she's been on low dose opioids for >25 years, she goes into withdrawal on top of having severe pain if she doesn't have them. She is cooperative and compliant with anything asked of her, and all of her neighbors, friends and medical providers love her for the simple, humble, loving and kind, sweet survivor that she is. After we moved her to a smaller apt last summer (due to her fixed income she couldn't afford the two bedroom she first moved in to), she lost her box of weekly patches somewhere in the move. Two days after her patch should have been changed and she was in severe pain, we still could not find the patches. With a Friday call to her provider (who immediately understood this was 100% legit and necessary) they called in for an early refill so she could get pain relief and avoid further complications from a potentially dangerous withdrawal over the weekend. Costco was reluctant at first to fill early, but did so after our pleas and talking to her provider via phone who urged it was ok and important for her to have this medication filled NOW. They gave us the medication, though we had to pay the full cost of >$400 for 4 patches. (We did so gladly to get her relief and keep her safe!) Insurance would not cover it because it was too early to refill. At the time, I had NO worries since I was sure we could get the $300 or so back from Humana after they saw yes, it was filled a couple weeks early but the next one filled a couple weeks LATE. Since we FOUND the lost patches when finished unpacking from the move, we naturally used those before refilling again. She STILL HAD 8 PATCHES IN 8 WEEKS, still the same number of overall patches in a year - just ONE TIME NEEDED them early to KEEP HER SAFE from immediate withdrawal and help manage her severe pain. I have tried TWO appeals to my original claim to HUMANA, they just keep sending it back saying nope, you filled too early; NOT COVERED. So... looks like Humana gets to keep the $300 or so they should have paid for my mom's benefit on this patch fill. Let's be CLEAR here - this elderly woman on fixed income pays the extra $300 that would have been supplemented by her part D medicare plan...and HUMANA gets out of the $300 they should have paid if we could move those two weeks around in that period of STILL getting 8 patches in 8 weeks. GO HUMANA! YOU DID IT! You beat down the widow retiree with complete refusal to look at the situation and took $300 from her that you didn't deserve! Zero human factor here even after the time and effort put in sending copies of all receipts and filling out pages of paperwork for TWO appeals. To Humana, that nearly $300 is a drop in a very large bucket. To my mom on a fixed income, it is so much more. Whether it's laws around the opioid crisis (which is a much bigger picture and understandably need & support systems in place to keep people safe!) or policy specific to Humana that results in this outcome I don't know, but something is wrong with THIS picture that doesn't fit neatly into an every day box. Feeling defeated and disgusted with the lack of human recognition here.

This has got to be the worst pharmacy I have ever dealt with. Centerwell Pharmacy has not changed anything. In fact they have gotten worse! I have always had issues with my prescriptions being delivered on time. Now it's worse. Most recently my doctor ordered 8 prescriptions for me, many of them new. This was on 9/2/22. It is now the 9/12/22 and they are either "processing" "on hold" or "action required". So let's break it down, shall we?

"Processing" is misleading. One would think that "processing" means there are no issues and they are actively working on your order. 90% of the time it will be "processing" for 7-10 days. Then, your prescriptions get switched to "on hold" or "action required". So you now have waited a very long time and you still will be waiting.

I have auto refills set up. Every month and I do mean EVERY month Humana will try and fill my prescriptions too early. I will get a email saying they are working on my prescriptions. I will get another email giving me an estimated delivery date. Then for those SAME prescriptions I will get a 3rd email saying it's too soon to refill and it will be placed on hold. YES, it's too soon to refill! But Centerwell/Humana or whatever they want to call themselves are the ones trying to fill it too soon. Not me!

"On hold" usually means that it is too soon to refill as described above. So wouldn't the message "Too soon to refill, we will refill it on such and such date" be better?

"Action required" This is my absolute favorite. This means that they need you to call them. Not that it will matter. You'll call, they will say they are trying to get in touch with your doctor regarding 1 of the 8 prescriptions. Wouldn't it make sense that they fill the other 7 while waiting for a doctors response? Nope, not them. They instead won't fill ANY of your prescriptions. My doctor will call them repeatedly, I will call them repeatedly and nothing gets solved.

The entire time I have been typing this I have been on hold with Centerwell. I have talked to them 5 times in the last 4 days. I now have been on hold for 38 minutes and 32 seconds. RIDICULOUS! The CSR has no clue why none of my prescriptions aren't being filled so she puts me on hold so she can "look at my account". Great, thanks. Maybe come back every few minutes and apologize. Don't leave the customer on hold listening to elevator music that quite frankly is making me more angry.

I get to told to go to my local pharmacy. If I could go to my local pharmacy trust me, I would. I am disabled, I have no transportation, I have no one that helps me. Every now and then I can manage to pay a delivery fee to get my prescriptions locally. Being on disability and getting hundreds (yes, hundreds. Not even 1,000 per month) means that I can't do this often. I have to keep a roof over my head and my daughters head and get groceries, pay electric, gas, water etc.

I shouldn't have to go to my local pharmacy. I pay outlandish monthly costs just to have this sub par drug plan. This is UNACCEPTABLE! I have 3 infections that have made my white blood cell count plummet. Yet, I am sitting here 10 days later with no prescriptions and no estimated date for them filling them! I asked if they could expedite my prescriptions, they said expediting would make them take longer. That is the opposite definition of "expedite".

I have now been on hold for 47 minutes and 12 seconds.

Choose ANY other pharmacy.

THESE PEOPLE HAVE APPARENTLY LOCATED SOME, REALLY GOOOOD DRUGS... AND ARE ENJOYING THEM! THEY SUCK!