Tom N.

They have arbrarily decided that a prescribed medication I 've been on, for decades, now needs "prior authorization".
They can think of different reason to delay covering a prescription, and seem determined to waste the time of their clients and their clients' physicians with pointless demands of "have your doctor contact us, etc."
I don't know of they are farming out the handling of their customer service line to Mexico, but a translator would be helpful if you know anyone who speaks Spanish.
So that's ( language) one barrier. The pharmacists seem to understand why a particular medication is indicated, but they may or may not have accurate records of medicines they themselves previously filled.
Accredo appears to be have authority over what a pharmacist can or can't fill. They are worthless in all respects except their speciality of wasting people's time.
It's difficult to tell is the people at Express Scripts are stupid, incompetent, or both.