Optumrx

My husband sees a VA dr as well as one outside of VA. Because he is a diabetic we use VA for his insulin. He takes several other scrips also. Two weeks ago VA changed aome of his meds. We took the handwritten scrips to the outside dr and they faxed it to Optum for us. We get the email that it is being processed and gives a date to expect it to arrive. Few days later another email saying same thing with different dates. I called them to find out what the delay was and they said that one of them was out of stock and one was too much medication. Since when does a mail order pharmacy decide what a person they have never seen or examined determine how much medicine they should have? They keep saying they need the dr to call them. If you know anything about the VA you know they are far too busy to $#*! around with these idiots. So they have basically denied 2 if his new meds. We will be having VA fill all his meds from now on. I cant believe with all the bad reviews that this company has all over the internet that they are still being used by any insurer.

I take an HIV drug which is very expensive, I have a Copay grant to cover the copay.
IN dealing with Optum RX, I have been lied to and misdirected multiple times. I have spent over 10 hours on phone calls with no results.
First issue was why was I receiving a 30 day supply instead of a 90 day supply.
I was told that it was because it changed some level and it would revert next month ( 1.5 hour call with two hang ups). Next shipment was still only 30 days. Numerous calls - numerous lies - numerous hang ups. Finally they told me Medicare was restricting the supply to 30 days. & calls total of 4.5 hours). I called Medicare and they said it was not true. I researched and discovered that my insurance was limiting to 30 days.

Second issue - I am being build for the copay which is covered by my copay grant. I have called 4 times, each call running app 1 hour and several hang ups. Each time I am told "OH Yes we see the copay -we will resolve the matter and i will call you back when it is resolved" For 4 months not resolved and no phone calls.

This is a management problem - there must be some pressure on these people to resolve issues even thru lying.

Called for a price quote -- was told $37 for 90 days of an old generic drug. Placed the order -- two seconds later, my cc was charged for $115. No explanation. I called immediately and told them to cancel. They said they would. They did not. I called them FIVE times to reiterate that I wanted to cancel because I kept getting texts about the progress of the order. Needless to say, they DID not cancel it and now it has to be returned at great trouble (I live many miles from town) and I will have to spend weeks ensuring
I get my refund. Then, I had my dr call in a script to Walmart, cash only, since they are far far cheaper than Optum RX, and suddenly, Optum told my pharmacist that the drug was only $15 for 30 days -- so still way less than the cash price. I am still own the phone with United Healthcare to find put what Optum quoted the correct price ($37) but charged me a totally different price. From what I am hearing, they are a big gigantic scam. They quote you the cheapest generic and then send you the priciest one. They assume you are not going to bother fighting it. They assume wrong. Instead, I assure you I will never use their Mail Order pharmacy ever again.

I'm formally writing a complaint about your pharmacist overstepping and discontinuing medication before consulting me or the doctor secondly the continuous lies that I have been told to my face are mine bottling therefore I have canceled all future services with Optum and will never ever go back to them again I would advise anyone else that is looking to switch to them not to switch you will be without your medicine and you will be lied to and you will waste a bunch of your time.
In addition to my time being wasted I will be sending an invoice to Optum and I will expect it to be paid if it is not paid I will proceed with small claims court thank you

Each time I call it gets more challenging to get anything done. I just changed address, but I'll bet I have to call back a second time to get them to record the change correctly.

I called 3 x to approve. They said my credit card is fine and each time said they would ship out 3 weeks ago. Then 2weeks ago then 1 week ago. Never shipped. Today I ended up in the ER tonight.

I've been a client with them for years, many of my medicines come without a problem. Consistently for one of my meds has issues. So I have gotten to the point to call them to make sure the correct script is needed from the doctor so not to waste time. Well that is unavoidable with OPTUMRX, asked a rep to check the script, tell me to change to another one covered by plan. I call doctor and tell them, they state the request states something else. So we send it in last week, so I call to check in. Wrong script not covered by insurance... So I contact to see what was needed, to fill it? Just needed a refill... so one week later OPTUMRX is calling me to fill the incorrect one seeing if I want to pay out of pocket! Asked for a supervisor she keeps asking to make a payment for wrong script. Speaking to CS out of country!
Called today and got all straighten out. Scripts coming today or tomorrow, as I'm out of script in 2 days now. Get a text states scripts NEXT week! Called back, oh something wrong with script from doctor now. Geeze! Pulling scripts going elsewhere. Mail order, easy they said! Avoid them. Then called Insurance company to report issues. On hold for 25 mins. Just moving on.

I switched my plan to United Health Care. Their mail order Rx service is OptumRx. Following their recommendation, I checked prices and Optum Rx was best for 90 day supplies of medication. I contacted Optum and my primary physician, set up the account with Optum and waited for delivery. The text I received from Optum stated that my primary care physician has not responded. I called and found out that my request to my PCP was approved and moved to Optum that same day. Bottom line, hours of phone time with OptumRx and my PCP over the same issue, nothing resolved, no refills, same questions on every call with Optum. My conclusion is that their mail order service is fraudulent, not customer oriented, unprofessional and should not be licensed by any regulating entity to do business. Two weeks and it is like trying to teach a pig to dance. The teacher looses patience and the pig is frustrated. Avoid the aggravation and choose another Rx provider even if it may cost you more. It will be worth it in the long term.

The customer service is the worst. They respond to any inquiries with standard responses. Then they tell you to call; I have no patience to wait an hour on hold or make my way through their idiotic phone system.

My prescription is for migraine drugs, pretty simple and generic, not even that much money for them, yet they manage to screw it up time and again. I had a 90 day order with 1 refill. I filled the first one, no problem. When I went to refill they told me I had only a 30 day supply left - huh? I used email as I cannot wait on hold that long during the day. They gave me standard email answer, then when I pushed back they told me the prescription was for 30 day supply and they filled it 3 times the first time - makes no sense. Then when I pushed back, they contacted the Dr. for a refill without my approval or knowledge.

That is about the 3rd or 4th time they contacted a Dr. for a refill without my knowledge or approval. Once it was for a drug I no longer took [dosage was changed] and once they called a Dr. I had not seen in a year as I had moved and changed Dr's. I just don't get it - this prescription is not a money maker for them.

I have an option to go to Walgreens and will try them and see if I can get this right.

Purchased four travel tests for reentry to the US. Results never sent for first test and second test was claimed to be expired. Had to spend additional time and money to locate a lab to return to the US. Customer service essentially said "oh well, sucks to be you. No refund"
AVOID RELYING IN THEIR COVID TESTS FOR TRAVEL

I have been fighting with Optum Rx since September over them asking for a credit card number for no cost prescriptions. I have not been able to get my meds for my heart condition for two months since I would not give them a credit car number. I went round and round with them on the phone probably about 6 or 8 times, and when I asked for a supervisor, they said there was no supervisor available. Normally I would give a credit card number they charged my wife's credit card when we told them not to for a $421.00 prescription, on the website it said it was $150.00. We finally got our money back but we could not pay all of our mortgage that month because of that.
When you call their customer service line you are connected to some idiot from a third world country who cannot speak English. They must no have access to a computer because you have to tell them everything about your prescriptions.
I finally decided I needed the medicine and gave them a credit card number. The first thing they did was cancel my order because while they were screwing around the prescriptions expired so I had to get new ones from my doctor.
I made a complaint with Medicare and UHC said they did an investigation and they could not find where I had made one phone call to them.
I would seek an attorney to sue them, but we are on social security and with Biden trying to bankrupt all of us, we cannot afford to do so.

Going on week 7 with no refills. All due to them charging me over $1,000 for medications that have $0 amount to me. Then crediting my account and and them getting reimbursed by the company paying the copays. But they don't get the billing right with the company, so they charge me instead of fixing their errir.
Yes, it took 2 hours over 4 days to get a person instead of getting the call dropped while waiting, I get (another) convoluted "not our fault, you'll be credited in a week" excuse and am wished a happy day.

I have a doc appointment coming up. I'm asking him to take OptumRx off my pharmacies and switching to in-store CVS. At least there I can deal with the issues in person on the spot. With OptumRx it's "here's our mistake, we already took your money, call us back and stay on hold until we just disconnect your call!"

Just when you think, "my Rx company is terrible," wait until you get stuck with them (hopefully you never do, seriously - this is the worst company I've ever dealt with including Time Warner Cable/Spectrum. Not exaggerating).

If you are able to choose a mail order service, do NOT pick OptumRX. This is the only choice we have other than using a pharmacy. I take an anti-depressant that costs me $160 per month in the pharmacy. Through OptumRX it is $25 for a 3 month supply. EXCEPT - my medication was not in stock. No one ever informed me of this. This medication was shown to be delivered 10/2/20. I did not receive it so I called. After 30 minutes (most of this time spent holding while speaking to Jordan), Heather finally informed me that the medication is on backorder and we do not have an expected date. Horrible customer service. It was scripted and extremely obvious that they did not care. I have two days of medication left. I go into severe withdrawals when I stop taking this anti-depressant, which is the closest I've ever come to experiencing hell. They offered no solutions or options. Just a very fake "I'm sorry this is happening to you". Fortunately, my pharmacy has a one month supply. Otherwise I would be in the emergency room. This is my first experience with OptumRX. It's much cheaper for me, but it left me in a dangerous situation. Withdrawals can cause seizures and in some cases death. If you value your health, don't use OptumRX.

My provider sent in 2 prescriptions of bp medication that is used for migraine prevention. The prescriptions were present on my account, but in a few days they were gone and not filled. One was a immediate action medication and the other an extended release form of the same medication. My neurologist is not a fool, she ordered both for a reason, they just completely cancelled the prescriptions and they disappeared from my account. It was a huge hassle to get hose re ordered and sent somewhere else. These were not narcotics, nor were they a medication that was an addictive drug, these are blood pressure medications. RIDICULOUS! Also i take a thyroid medication which they charge $40 for a 3 month supply with my insurance. I can go to Walmart or any other chain store and get these for $10 with NO INSURANCE. What a rip off. I pay a very large amount for insurance despite working for a hospital. We used to use CVS caremark which was much more efficient, easier to contact, and great prices. If there is a choice, dont use Optum RX, just get a paper prescription and use the GOOD RX app on your phone, it will probably be cheaper. By the way i am a RN, i understand medications.

NEGATIVE 5 STARS!
So I haven't been able to re-order some of my medications as of late because for some reason only half of them are shown on their website. So I called them today and got the most disrespectful POS I have ever spoken to in my life who picks up the line by saying, "Can you hear me clearly?" Yes. Then he says nothing. So I wait. Again, "Can you hear me clearly?" YES! Can YOU hear ME clearly?! He responds yes. Great, can you help me now?! He asks how he can help me and I tell him that when I log into the Optumrx app it only shows half my medications and I need to order the ones I can't see. So he tells me to go to Optumrx.com and scroll to the bottom where it says, forgot username or password. DUDE! I tell him in an irritated tone that I didn't forget my login info, I told him my medications are not properly listed. You know what this F$&@ER says to me?! "If you were logged into the correct account, you would see the correct medications." So again I ask. How the F$&@ is this company still a thing?! They F$&@ so much sh*t up on a daily basis I talk to them more then my husband! I spend so much time fixing their mistakes that I'm missing out on my kid's childhood. They never FIX their F$&@ ups either, a real stand up company. No standards whatsoever. A real sh*t show.

I needed a refill on a medication, which I found out required prior authorization. That was going to take two months, so I paid for it myself. OPTUM attempted to contact the doctor, but failed repeatedly. So, I called the doctor and had him call them. He sent in an electronic prescription, which they did not fill it because they needed prior authorization. They did not call him to tell him this. So, they gave me a number that I could give the doctor and tell him to call the number so that he could get prior authorization. THEN, we start all over with the other number again and have them refill it. The medication I need is one they will only send by mail themselves. And it seems like they don't actually want to do any work so, I assume I'll continue to pay for this medication myself. I don't understand why they don't actually tell customers or providers any of this when they are on the phone. If you don't DIRECTLY ASK, they won't tell you. And how are you supposed to know what questions to ask?