1. OPtum rx sent notice in December re: my mother’s RX for Ranitidine = can cause cancer. Stop taking. I called OPtum & they refuse to provide coverage for the replacement drug Famotidine. I called our MD who states they called in a replacement. Optum states they never recived the request for a new Rx and still refuses to cover the Famoditinde. 2. Optum Rx sent me an email stating they could not complete order for another rx – her Pravastatin & to call them immediately. When I called after speaking to a customer service rep who was not helpfuyl – I was told that they had already mailed the Pravastatin. Could not give me an explanation as to why I was sent the email at 8:22 this morning. I have no idea what to expect at this point.
Consumer Reviews and Complaints
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OptumRx Reviews & Complaints
118 complaints, 0 resolutions. Guess that means no matter my opinion, YOUR COMPANY DOESN”T CARE about its customers and will never change! Why else would multiple representatives repeatedly LIE and DECEIVE customers about actual delivery dates? Your program materials exclaim “automated refills” but doesn”t mention that if your insurance is Medicaid, you don”t qualify! Not to mention regularly placing both customers AND medical personnel that call upon OptumRX request, on HOLD for over 15 minutes multiple times? Perhaps it is your lack of following your own policies and procedures in a timely manner regarding receipt and processing of controlled prescriptions, resulting in putting patients live at risk? With NO ACCOUNTABILITY?! RECAP: well established long term reputable patient tries OptumRX for 1st time. First non narcotic prescription filled for 1 year! Whoops. Second: Sent original copy of controlled (narcotic) medication certified mail, received 7/8. Guaranteed to be fully processed NO LATER THAN 7/22. Sat on desk for two weeks, no action, failed to follow procedures to call Pt for address verification and Dr office to confirm. Pt calls to check status 7/19, none, waiting for Dr office to call them. Why? Need 14 page info report on pt. Dr faxed. Pt calls 7/20, no action, we don”t work weekends and insurance problem. Pt calls 7/22, assured all is well, set for 7/22 Priority mail. Pt calls 7/23 to confirm status, no action, needs Dr report again, Overnight mail will be $12.50. Pt calls 7/23 afternoon, asked if wants REFILL, charged, then delivery date 8/1 (via Overnight?). NO TRACKING NUMBER! UNACCEPTABLE! Pt out of medication 7/25! Pt ends up driving 3 hours to DR office to get “temporary partial refill” prescription to take to local pharmacy to fill. Additional co pay of course. It remains to be seen if the original prescription is delivered. And since it requires Pt signature, it is NOT “lost in the mail”. TLDR: don”t trust OptumRX to get your medications to you timely and accurately, ESPECIALLY critical ones, despite their promises! The CSR”s are all over the USA as are the pharmacies they use, and calls are routed to the next available CSR, just not one in your area! Then the CSR has to figure out just WHICH pharmacy has the paperwork WHERE and if it”s in the right place. On THEIR time. While you wait, and wait, and guess…
OptumRx Reviews & Complaints
A prescription I take was filled in May 2017 with 998 refills listed on the bottle from CVS. Yet when CVS tried to fill the prescription 2 days ago it was denied by Optumrx. I called and explained I had spent hours over this in May and had no intention of doing it yet again This is the 4th time that Optumrx has put us thru the “ringer”. Spoke to a supervisor as well. The original agent said authorization had not been faxed in May and I asked then why did you fill it? They could not answer. I am now on a first name basis with one of their Orange County staff. Ever since PersCare insurance changed from CVS/Caremark on Jan. 1, 2017 it”s been a nightmare. One medication was approved with a Optumrx letter in the mail and yet Optumrx was still denying it on the phone. The are incompetent and cannot get the records straight. Yet they have a bureaucracy of employees getting paid while denying our requests.
OptumRx Reviews & Complaints
After 2hrs and 45 min on the phone today with countless amounts of people. I am no closer to a resolution than I was before. I recieved notification a week before 1/1/20 that 2 of my rx’s will no longer be covered. I have severe contraindications and side effects from medications and it has taken me years to find ones that agree with my body. These people do not care about any of that. After 2 phone calls with my dr’s offices, they till denied me. They don’t care if I end up in the hospital or suffering from not taking my madication which I am now 2 days late on. I am missing a major medication for 2 days unless I want to pay $161.00. I have never dealt with the run-a-round with any company the way I did today and the people there should be ashamed of themselves for even working there. This company’s last concern is for the well-being of it’s members. It’s disgraceful. And the fact that the state of nj switched it’s workers to this is an embarassment!!! What a bunch of crap. I won’t stop here, I will continue to make complaints about this 1 out of 5 star company that the state has saddled its wokers with. We don’t receive great salaries so the health insurance and rx plan was our only incentive to even work here. Bang up job union reps!!!
OptumRx Reviews & Complaints
As a major company dealing in extremely important products -prescriptions for health -your website and modes of communications are pathetically poor – in fact abysmal. The website has had so many past problems -and they continue.. The following are new ones: there is no way to correct a delivery address, no way to enter a new credit card. You communicate in email by order number, so one has no way to know what prescription it is for without accessing the website. And when the website is down as it was yesterday and today, one has no choice but to call. Why not add the prescription name? If your website was properly designed and maintained you could probably eliminate your agents phone time enormously – and it would save the time and serve your customers much better. I complained about the website 6 months ago. I quit trying and went back to my pharmacy. I’m giving it a second chance now and at this point I am not too optimistic.
OptumRx Reviews & Complaints
Attempted to order a refill for my daughters medication, it didn”t work on the website and had to have someone call me. Spoke to the first lady, she was nice and helpful, did some research and said it showed it changed from Vestura to Gianvi. I asked why and how did it change when we had refills on the Vestura and hadn”t been to the doctor. She didn”t have an answer but sent it over to the pharm requesting that it stays Vestura. I received an order summary and it showed filling for Gianvi. Called back and spoke to Shantice. She was very rude, said it wasn”t their fault and I had to call our doctor. I said I didn”t understand why I had to call our doctor when the original script was written for Vestura and it was showing it in our previous orders. It”s not our fault is all she said and wouldn”t look at it. So I hung up mad. Then called back and spoke to Ellen. She was very nice and double checked and said that the note on the order to the pharmacist shows to change back to Vestura. She couldn”t answer my question on why it was changed on their end other than a clerical error. How can this happen? When your doctor writes the script for one medication and you have 3 refills left, how can they change meds without telling you? Very scary and dangerous!!
OptumRx Reviews & Complaints
Auto refill is good but when you auto send the prescription and auto deduct 131.00 off my debit card without notifying me being 62 and on limited income we have a major problem with that. After talking with 10 off shore customer service people as well as a supervisor Harvey and manager James, that was a complete waste of time. They will tell you what you want to hear and lie to you. They have no power to credit my account the 131.00 for the Trulicity I no longer take. OptumRx left me with 5.00 in my account to live off of till the 3rd of the month and didnt care about that. They need the package returned before they give my money back. Nobody can call accounting to make exceptions to get my money back no sooner than 7 to 10 days. If that! What a nightmare! Would I refer anybody to them. HELL NO! The problem is their policies! They made the mistake of not getting my authorization to do what they did. That was an error even if it was done correctly according to them. And can they make it right. HELL NO! What a behemoth of crap! Dont go with them. You will find yourself in a Corporate maze and get screwed and lost. There is no phone number for Corporate to complain. I guess when you have 1 star IT IS WHAT IT IS! ?? STUPID! No authorization from the customer when taking their money is wrong!??
OptumRx Reviews & Complaints
Back in December 2018, I called for a refill on all my medication. Those medication that would need my doctors fax, I told them to request it from my primary Doctor (Doctor Mohamadi). Apparently, all my medication except for one has been refilled except for one. Optum Rx sends me an e-mail to follow it up to my doctor which I did but the problem is that they are sending it to my old Doctor ( Doctor Shankman) who is no longer with my group of doctors. I am on HMO so I need to be with Regal Group. No one tells me that’s where they’ve been sending it too. On January 26, 2019, I made another follow up and i was told that I got denied for the refill. I called my Doctor yesterday and I was told that my Doctor still wants me to take my Atorvastatin and that their office never got a request for it at all. I called Optum Rx and spoke to one of customer service. I asked for the name of the Doctor where they request for an approval. There it was, they keep on sending it to my old Doctor who no longer with my group. Claire, the customer service advocate called my primary Doctor and request for an approval. My doctor’s office faxed the approval right away and they have confirmation of it. Iwas asked to call after 24 hours despite of the fact that I told them I’m going out of town this Thursday. Optum Rx told me that the request will be uploaded only within 24 hours. I called today and now they told me to wait again within 48 hours and I was told by the last advocate I spoke to that whoever I spoke yesterday gave me a wrong information. No one called me and let me know of the denial until I asked. What kind of practices do Optum Rx practice. Now I am leaving out of town this Thursday without Atorvastatin. Hopefully, my local pharmacist will refill it up for me for 90 days supply. That is not fair at all.
OptumRx Reviews & Complaints
Can you help me Our prescriptions are called into OptumRX mail Service but there is all these delays in sending the drugs. Every time you call to check on the progress you get different answers as to why. Often they are back ordered but no update is ever sent. My doctor said he has trouble with them fulfilling other patients orders also. Is there any reason you could threat to discontinue their services till they return to a respectable company that deserves us seniors to buy Insurance that pays them. Some of the meds are life saving and can not go without them
OptumRx Reviews & Complaints
Doctor ordered Haloperidal 2/9/17 for my son. I called to find out why we hadn”t received on 2/13/17. I was told that 2 of the 3 manufacturers were no longer making this medication, but that they “found” 200 pills at one of the warehouses & that OptumRX would expedite ship & we should have by 2/15/17. Still don”t have. Called & your rep said meds were NOT expedited. My son is out of meds this Friday, 2/17/17.
OptumRx Reviews & Complaints
Dr. office has tried to fill a script for Hydrocodone 7.5/325 for a few months, has yet two, due to every excuse possible. The Doctors MA has spent hours talking with various customer service agents. Has also given same all I.D. #s from both medical & Rx cards and still nothing! Out of pocket full price $117.00 for a 30 day script. On a fixed income this is far from ok. If given a second choice I”d more than likely jump on it. They have filled other scripts no problem, just Hydrocodone seems to be an issue.
OptumRx Reviews & Complaints
Effective june1 I have had united health supplement insurance to my Medicare. Optimum, a subsidiary of United, is the required mail order plan. This is the most poorly run company I have ever dealt with. I need insulin to live. I have had to buy a vial( 12 day supply) at retail because coverage was denied($500) and now I have been getting more different answers on my 90 day supply than I can remember. Seeing, all the negative complaints in line I feel better in my assessment that this is a company in total meltdown mode. Is there any class action activity? Law suits I may join? Something must be done.
OptumRx Reviews & Complaints
Every single interaction I”ve had with this company has been a hassle. They have been extremely slow in resolving my refill orders. Last week I placed a refill order. The order was supposed to arrive by Friday. Never arrived. On Monday I called. They couldnt find the order, so we placed it again. The order was supposed to arrive today. Didn”t arrive. I called them and they said that the department that handles that was closed but they could see the order and dont know why it didnt arrive. I have to wait for tomorrow. This is a time sensitive medicine and they just dont care. If the order does not arrive they will tell me to wait another 3 days, but since it is weekend, they wont deliver until monday or tuesday.
OptumRx Reviews & Complaints
Every time i call and i mean every time there is an issue. Or i”m placed on hold for 20 minutes and then i am disconnected. Noone ever calls you back. The representatives are so rude. When i ask to speak to a supervisor i”m placed on a 10 minute hold and they are even pointless to speak to anyway. I work for the state and unfortuneatly have no control over which mail service i am able to use.
OptumRx Reviews & Complaints
First of all I was in a car accident many years ago. My doctor prescribed me two muscle relaxants; one for during the day that did not effect my ability to work and one at night which helped relax the muscles in my neck while sleeping. Both pills had a different effect on my body. I have been taking the prescribed medications for many years and have been working wonderfully without fail and without pain. Now since I have changed to mail order this pharmacist takes it upon himself to tell me I cannot take both of these medications and refused to fill one. I tried for three weeks to manage without my nightly muscle relaxer but to no avail. How does a pharmacist take it upon himself to tell me (and with my doctor”s prescribed medication) that I can”t take them. What gives him the right to make that decision. Secondly the medication I do get I was told it would be cheaper thru mail order. $25 for three months. Was a great savings. Wrong. Received my medication, went on my bank account only to find a debit in the amount of $150. So they lied. This pharmacy is terrible. When I call to complain I get “that was an estimate”. Not the case. The girl I spoke with went into my account and said this is what it will cost you. I would have never changed for a savings of $10. Stay away from this company or you will be just as SORRY as I am.
OptumRx Reviews & Complaints
First of all you should be ashamed about all these bad reviews and your horrid reputation. I have been diagnosed w RA for 25 years. I have used numerous regular and specialty pharmacies over the years and have NEVER been treated so badly. My dr, and myself contacted you several times about obtaining prior auth for my specialty med. Your workers were professional, rude and did nothing to help me (a sick patient waiting over a month for approval). I was told you cant three way with my doctors office (since you claim they never contacted you but they did several times), I was told your phone people have no supervisors, they cant let me hold while waiting for the supervisor (they dont have) and been hung up on. Only after I involved my HR dept did my script actually get approved after 6 weeks. You all lied to my hr dept that you would call me, then that you didnt have my phone number and then never gave me the follow up call to heat my complaints you promised them youd make. I now live in fear for next time I need approval. I was already in pain, that”s why my dr switched meds. But then to wait a month and a half longer suffering???? Not one person stepped up to the plate to help the patient. Every Avenue was a NO. You should be ashamed!
OptumRx Reviews & Complaints
First of all, it took me months to get my prescriptions transferred to the mail order service because I wanted to save money. One never did transfer, and I just enrolled when my doctor wrote a new script. Now I wish I never had. Reordered a medication on July 2nd, with three weeks worth of pills left. My order was sent out, and when it didn’t arrive as expected I checked the tracking number. It said the package was undeliverable by the post office and had been sent back to the distribution center. I called Optum and talked to several people, and as other consumers here have noted, got a different answer each time. One lady said she put in another order for me and it would be shipped out expedited. I did’t get a confirmation email, so two days later I called back. Turns out they didn’t ship a new order, because they needed to receive the first order back at the warehouse. Ok, fine. Second order ships out – again no notification or tracking number – and when the latest arrival date comes and goes, I call back. THE ORDER WAS UNDELIVERABLE AGAIN!! At that point, I was out of meds. So here we go with putting in an emergency override so I can get meds from my local CVS. Two different people gave me two different phone numbers for my pharmacy to call, and my pharmacy informs me they can’t call and place the override, someone from Optum has to do that. Eventually I get to a woman at Optum who seems to have some inkling of what to do and she puts in the override. I had to call my doctor’s office and have them send an emergency script to the pharmacy so I wouldn’t miss a dose. I at least got my emergency order, but haven’t figured out why the mail orders aren’t being delivered. I get my other mail at home just fine. A third order is in the system but I don’t hold out much hope. When I asked to have my scripts transferred back to CVS, I was told Optum can’t do that and I have to ask my doctors to send new prescriptions. It’s been three weeks of non-stop phone calls. The people at Optum are nice but this is the worst run company I have dealt with because no one knows how to solve problems. I get this service through United Health, my husband’s insurance. Next year I’m switching back to Cigna through my own company. Cigna may be a little more expensive, but the $$ isn’t worth the BS I’m going through now. ABSOLUTELY AWFUL COMPANY!!
OptumRx Reviews & Complaints
First of all, January 1, 2018 my insurance provider changed from Boardwalk Pipeline to Palacios Marine & Industrial. UMR and I notified OptumRX of the change. On January 19th, I got a message that my credit card was being charged approx. $362.00 in a copay. I called and told the rep to cancel the order. She said she did. So a week or so later, when I received my medicine I thought everything was fine. Then on 2 weeks later, I get a denial letter for a pre-authorization for Onglyza. I had already been taking the medication. (I am a Type 2 Diabetic). The doctor”s office tried again and got another denial. Now I am being charged $1244.00 for this medication and they are holding my other prescriptions. I cannot afford this. I have spent over 7 hours on the phone with this company and every time I have to explain my situation to another person. I have talked to reps (Stephanie, Kenske, Anna), the pre-authorization department (Robert) and the Escalation Department (Angela). They all agree that I should not be charged because it was not my fault. My Doctor is supposed to file an appeal for the denial. I have been told several times that they will look into it and call me back with a solution. I received a call back from Erica on 2/15/18 and she said she would have to check into it further. I never received another call. Then on February 21st, I talked to the Escalation Department, Angela, said she would research it and I have not heard from her. I want the charge removed from my account. I want the difference of the two copays (approx. $210.00) credited to my credit card and then I will deal with the doctor”s office to get a new medication to replace the Onglyza. Please help me. This is causing me a lot of unnecessary stress. Thank you.
OptumRx Reviews & Complaints
First, c why not a way to submit question via email? Second, how do I remove a Prescription? Latest app is a great improvement but lacks ability to ask questions of a -how do I” nature in regards to the app itself, I had to search the Internet to find this site, shouldn’t it be a link within the app? I recognize some of my questions may be incorrect and the app does what I ask already, The resolution would be zip need to learn how to use the app.
OptumRx Reviews & Complaints
For 4 prescriptions “pricing information unavailable” online. I was shocked at the high prices when they sent me an order I did not submit. WalMart pharmacy is cheaper for all 4. United Health Care forces you to use them, then they bill for any random amount they want without ever disclosing the prices. They are both the pharmacy and the insurance provider making them self dealing scam artists. They make no effort to provide drug pricing, and being a self dealing loop, adjust their prices based on profit, loss and accounting tricks to write off losses in the form of tax credits, manipulate coverage and benefits, and basically hold their clients hostage while ramming incompetent foreign call center service reps down your throat.
OptumRx Reviews & Complaints
For almost two months, I have unable to access my order on the OptumRx website. They tell me it’s a known issue, IT is working on it, but nada, nuttin, zilch as far as progress. There is no communication between OptumRx and the customer. I placed my regular order, but they could not fill one item. However they didn’t tell me and despite regular calls, I still don’t have the item. I resorted to getting the medication at a local pharmacy. The customer service is horrible. The agents who answer the phone are polite, but don’t give reasonable answers. I had to be connected to a supervisor in order to get better service.
OptumRx Reviews & Complaints
For over one month I have been waiting for a prescription for Ambien. On April 5 I was told the prescription from my doctor needed prior authorization from. Optum sent him a letter and I, also, told him. His office advised the authorization was submitted. On April 25 I received an email from Optum that the doctor authorized the prescription and I needn’t do anything further; the prescription would be received by May 3. May 7 arrived and no prescription. I called Optum and was told the prescription was recalled. I never received prior notification of this and expected the medication. The rep could not give an explanation and said on May 7 she would send the order out as a rush order and I should receive it on My 11. I received an email that date attesting to this and repeating I needn’t do anything further. Well, May 14 arrived and no medication. I spoke to another Optum rep on May 14 and was told they could not send the medication without prior authorization from my doctor. I told them they already had the authorization. They put me on the phone with the pharmacist who stated they only had my doctor, s prescription. They needed an authorization from him indicating he was aware there was an FDA warning that Ambien was dangerous medication for the elderly. I questioned this and asked why CVS filled my order initial prescription with no problem. The explanation was that CVS does not always abide by FDA regulations. I have never had an issue with Optum before and I find it absurd that they would question my doctor’s knowledge of a medication and its affect on his patient. First they are saying my doctor is not competent and that CVS is violating the law.
OptumRx Reviews & Complaints
For the last 3-4 wks I have been requesting a mail order refill on my medication. My prescription benefits requires long term medication be mailed. I called the 1 time requested a refill ok fine. Didn’t receive my meds after 2 weeks called back seeking were my meds were, informed the were on backorder. I never received a call or email my meds was on back order, submitted another request the lady said meds are avail. I should get it in a week and if I run out I would have to be self pay for emergency pills at my local pharmacy in which for 5 pills would be $20.00. Same amount for my 90 day script. I called today again no one called me to inform me about the back order. I work in the healthcare, I this if very poor customer service, I understand about backorder but your communication with your pt’s needs to be much better. We depend on our meds and least give us the options to communicate back with our physician’s whats or next option. After 3 times having to seek my medication is ridiculous!!!
OptumRx Reviews & Complaints
Have been trying for over a month to refill scrips via their horrible website. I go though checkout and it looks like order is accepted, but nothing comes. New HealthID login doesnt work so getting back in to check on order is next to impossible. Refill price shown on screen varies — first it came up over $300. After logging in and out multiple times on different days, it finally came up correctly $9.00. By the time i got through to phone service, i was already out of meds. They offered to send scrps to a local pharmacy, but i would have to pay their super inflated so-called “retail price”. This company is a disgrace!
OptumRx Reviews & Complaints
Hello, I am an employee (professor) at the University of Virginia and have had Thyroid Cancer. Because of the metastatic disease, I have to have a test to determine the potential spread of the cancer for 5 years (I am in year 3). The test requires injections of Thyrogen (no longer supported by OptumRx), or a withdrawal of my synthetic thyroid medication – that will make me seriously hypothydroid (anxiety, weight gain, insulin resistance & diabetes, heart rate and blood pressure changes, alterations in calcium and sodium metabolism, increased risk of infection). The total time of illness associated is estimated to be 2 months. I assume my insurance company will pay for treatment of these avoidable factors and cover the cost of a temporary replacement at work. I have been trying to find out why Optum nor Aetna support Thyrogen as a test for metastatic cancer. The Thyroid Cancer Association and every PubMed indexed journal article support Thyrogen since 2007 as a much safer method of testing. Can you tell me what evidence was used for Optum to make this decision, and why an insurance company would place its constituents under so much physical harm? I just want to know before I go through the next 2 months of hell un-necessarily because my insurance company”s investigators have not done due-diligence nor used evidence based decision making. Sincerely, Susan Saliba
OptumRx Reviews & Complaints
Hi, I”ve been dealing with an issue for over a month with Optum RX mail order. They sent a prescription to me by mail and did an unauthorized transaction from my bank account. Then credited the money back to my account and was said to credit two separate purchases one on June 25th and one on July 16th. Wells Fargo spoke to Optum RX and was told that there was only one transaction of $187.50 credited to my account. I also was mailed a bag and shipping label which was shipped and received by Optum RX. That tracking number is :[protected] 46 If you check this tracking number, you will see that they received the package on June 30th. I do not have the medicine and I am unable to order my daughter her “Triamincolone Ointment”. My daughter has been without medicine for over a month due to this ongoing unresolved issue. Thanks, Eva Clements [protected]
OptumRx Reviews & Complaints
How is it possible that this company’s prescription management website went down over a year ago, after a “security update”, and they still do not have it working? I am unable to manage any prescriptions online. They just do not exist. The in-person scrips I fill through CVS do show up, but nothing from the OptumRx mail order pharmacy. When I call, the poor customer service reps tell me they spend all of their time dealing with irate customers who just want to handle refills, renewals, “hassle-free” refills [what a joke] online like the rest of the modern world. I am forced to use this awful system via a very expensive United Healthcare Choice Plus plan which is otherwise excellent. My husband has OptumRx through his UHC Medicare plan and the website works fine. How is this possible? What kind of management does this company have? Time for a shareholder and customer revolt. Or at least some intense pressure on OptumRx from United Healthcare.
OptumRx Reviews & Complaints
I already sent this email and spoke to customer service and all I received was a very sorry, “sorry”. Your service can be summed up in no better terms other than “IT SUCKS”!!! I am very dissatisfied with this service and intend to relay the events of my prescription reimbursement nightmare to many of my colleagues in the medical field in hopes of having you removed from providing prescription services through Advocate. I was very ill and went to the pharmacy to fill my antibiotic prescriptions. I did not have my card, so I paid out of pocket for the medications. I came home, looked through my booklet and filed the appropriate forms for reimbursement only to find out weeks later Optumrx was in fact not really reimbursing me. The total for my prescription was $82.68 and Optumrx has decided the medications were worth much less and are reimbursing me $8.53. I am really infuriated as the booklet does not mention a single thing about paying me what Optumrx feels the medications were worth!!! This is a horrible thing to do to someone that is sick. When I say I am dissatisfied, that is an understatement!!! How dare you dole out “punishment” to someone sick for not having your card on their person at all times!!! I feel your service is a disservice to anyone that has it and believe me this will not be the last of Optumrx hearing of my dissatisfaction. Regina Brown RN MSN FNP
OptumRx Reviews & Complaints
I am a highly-active online/Internet/App user for various aspects of both my professional and personal life- work, personal banking, professional meetings, entertainment viewings, gaming, shopping, bill pay, Facebook, Instagram- you get it! Like most of the world, interfacing with people at local stores and banks to accomplish many things is diminishing b/c of these technological advances. Most changes like this are of great convenience and save both me and the businesses time and money. All good things. The exception to this overall societal improvement is dealing with the OptumRx online pharmacy. For over 6 months, I have been trying to refill my own medicines via their mail order prescription service. I have had to use this mail in service at the requirement of my employer for nearly 7+ years. It had been ok; however, the train derailed at some point this year. I logged in to refill my meds in early Spring (April 30th). My medicine chest had somehow been converted from all mail in scripts to local pharmacy only. In trying to use the tool within the Optum website to switch them back, I somehow launched a request to my Doctor to ask for new scripts. I didn’t need new scripts. I had plenty of refills left. So, my Doctor called me and I had to explain. I had to contact Optum myself at this point, so I attempted to use their click to call feature (where you put in your # and it calls you right now or in a few minutes). It repeatedly dialed then hung up on me. I tried several times. Having no success, I clicked on the “contact us” link only to find that it put me in an endless circle of the click to chat option and showed no phone listing rather it only showed a mailing address. I googled their contact info and dialed to them. When I reached the OptumRx Rep, he told me they were having website problems, apologized and that they could see them as mail in and they ordered them for me. I was irritated as all heck, but chalked it up to this day and age and moved on. Fast forward to end of June- GROUND HOG DAY same thing. scripts were only showing as local pharmacy and 2 were not showing at all. Tried click to chat- CLICK. Looked up their 800 and called them. Guy says oh we are aware of the issue, IT is looking at it, please be patient…same shtick. I had them find my missing scripts that they could see and I got refills ordered. Today is November 30th. Yesterday, I got an email notice that I was due for a refill (I turned those on to remind myself using the tricky little thing called the website when it was working so I could avoid contacting them and just do it myself)…see how well that has worked I log in and TAH DAH… now I have NO scripts at all showing on my medicine page-NONE; click to chat doesn’t work; go find number in google, call them, the gal says…we are aware of the problem. I can see your meds I can refill them..and I said, that’s great…thanks…can you tell me: what are you being told about the horrific website and medicine cabinet problems that have been going on for over 6 months. what rhetoric have they scripted (ha no pun intended) for you to say to us when we call in? do they have a clue or is it an intentional way to frustrate and anger their clients and drive more calls into the agents that they pay to be online? what’s the deal… awkward stumbling mumbling swallowing and she said… they are working on it is all we have been told. I’m angry bc I can’t self serve and I am forced by my employer to use this service b/c I tried to use local pharmacies and I got threatened with letters telling me if I refill maintenance meds at local pharmacies that my medical insurance will be canceled. WHAT A JOKE OF A SERVICE!!
OptumRx Reviews & Complaints
I am a MA that constantly has to call and submit PA request through your company. I don’t understand or appreciate that I need to submit all info (NPI, patients ID number, Patients DOB, ICD-10 code, etc) into the automated service and then it transfers me to a live rep and I am having to repeat everything that I have already entered into the automated service. With being extremely busy and having to do multiple PA requests, it makes it a very long and tedious process to have to constantly repeat the same information that was already entered. The phone number that I called is [protected]. Really need a faster phone process set in place to make it more convenient for all medical staff when calling this company.
OptumRx Reviews & Complaints
I am a type 1 person with diabetes. I have been I ducking dependent for 44 years. OptumRx wants to charge me $885.93 for a 30:day supply. You’re in bed with big pharma and should be ashamed. It’s not a narcotic I need it to live. I’m on my 4 th appeal by Monday I will have no insulin which will mean I’ll be in DKA and ina few more days comatose. You want me to use humalog which is over 20 years old and quite a few folks are insulin resistant to it because it’s so old. Upon my deathbed Regretfully hating Optum Rx
OptumRx Reviews & Complaints
I called customer service 07/21/2017 9:00am after I received a call from CVS that a script I have been taking for over 4 years and they refilled last month with no issues and now requires a pre auth. It confused why and I Just had major surgery and they withheld my mdse. I explain this and they said we will fax the Dr Pre auth they would not listen to me and he hung up on me. I called back same day at 12:30 I was transferred 3 times no one had record that I called in morning, I just had surgery on way home to pick up the required mdse to find out I need a pre Auth. Or you kidding me. They guy left me on hold for 45 minutes and never came back I was sitting at the pharmacy. I called back and they hung up on me 2 times what type of company does this to a person? I have never in my life been treated so rude and unjust, No information given to me except contact my Dr and I did and she was like why are they requiring a pre auth. On this med? You just had surgery. I told her I have been sitting at CVS pharmacy in NY for over 1 Hour trying to get this resolved and Yes I just had surgery. This is the worst company I have ever dealt with I expect that something should be done to rectify the situation but no one will talk to me.
OptumRx Reviews & Complaints
I don’t even know where to begin. I have changed insurance companies just so I don’t have to deal with this company. Everyone is very nice, but nothing gets done on any of the phone calls I’ve made. I’ve had a controlled substance medication that I was no longer prescribed sent to me that they said I had to pay for regardless, medicines auto delivered that weren’t set up that way and didn’t need to be, and my entire online account unavailable to be seen because of a technical glitch so I was unaware they were even charging me for medicine I never recieved. I’ve been charged for medicine I didn’t order and on a card I had deleted after updating to a new card. They said they sent my medication on January 2nd, 2018 and that same medication on March 30th, 2018. I never received either medication. I wasn’t aware they had sent the medicine on January 2nd, 2018, because my account wasn’t accurately reflecting anything. That was handled quickly once I realized there was an issue. I could only tell there was an issue because I was getting mailed bills and no medicine. Once they corrected it, I saw I did have a balance but had never received the medication. I moved and updated my address in their system. They continued to send bills and said they sent medicine there. I no longer lived there, had updated my address with them and they still sent my medicine there on March 30th, 2018. Now, they have billed me for 2 medicines I didn’t receive. Supposedly, its being corrected, but based on past experiences and my coworkers past experience with OptumRx, who knows. It is a nightmare and I can’t believe a company operates this way. I’ve mad multiple unique situations over the course of a 18 months that have never been resolved despite hour long phone calls. Thankfully, I now have new insurance and will do anything to avoid this company! I’ve paid over $100 in the past for medicine I wasn’t prescribed and didn’t order. You never know what is going on, what you will be charged for, and if your issue is resolved. In my experience, nothing has been resolved the first, sometimes the second time you call. All the people have been very nice to me, it likely has nothing to do with them. But, their system is a disaster. If you have to pay more for your medications to get them elsewhere, it might not be a bad idea because you’ll end up paying more than you were supposed to and taking a lot more of your time. Once your doctor calls your prescription in to OptumRx…its a nightmare you can’t seem to fix.
OptumRx Reviews & Complaints
I hate this mail order pharmacy, always getting something wrong with my rx, don’t warn you when your pharmacy won’t refill your meds because you HAVE to get them mail order now or your insurance won’t pay for it, and it takes two weeks to deliver meds you needed that day, chat function never lets me submit anything, I press enter button, nothing happens, the picture function for rx refill doesn’t send you anything to confirm it worked, I put in a refill for a specific dose and see it’s being processed at an old dose, if I didn’t have to use them because it’s “required” by my insurance to use them after I get a certain amount of refills at my regular pharmacy than I wouldn’t.
OptumRx Reviews & Complaints
I have been calling customer support since Jan 1 (at least 12 diff calls) regarding problems with there WEB site which will not allow me to sign in. I have been told numerous times that I would be called back to resolve the login issue that I have. No one ever returns the call. I need access to there site to confirm whether or not certain drugs are covered by them.
OptumRx Reviews & Complaints
I have been going through optums mail services for over 4 years and have been treated terrible every time. I have been lied to by multiple customer service reps, pharmacists, and supervisors. I have never receive my prescriptions on time which they have left me at least a week or more without important medications because they say they are being sent out and then never do. I have complained to supervisors and have been hung up on multiple times and have been called derogatory names because of my orientation. Once they finally send my last prescription I will NEVER use OptumRx ever again because no one seems to make it right.
OptumRx Reviews & Complaints
I have been on the same medication since 2008. When I refilled it thru OPTUMRX mail order, I was sent a pill vastly different in color and shape. There wasn’t a picture of the pill on their website or their APP. All of my other medications had pictures. Had to call OPTUMRX and talk to several people who were rude and unprofessional. This company should not be allowed to get by with this. My trust level with them is so low that I had to call and talk to these people to ensure this was the correct medication. Can’t someone do something,
OptumRx Reviews & Complaints
I have been trying to get a script for asthma meds for two weeks. On thur, fri, sat, sun and mon of the week ending april 17 2017 I got 8 different answer about the same meds. Each customer service rep did not understand the meds or care about a life threating medical conditions. I am so angry that each person I spoke to did not know what they were taking about. I ask to speak to a manager on sun and the person I talked to said there was no managers to speak to. On mon i was so angry that I told the customer service person to disconnet our call so I can take the survey and she put me on hold until I hung up. This is very dishearting. I do not understand why I could not get any help at all. I hope someone will look into this. This is uncalled for. rena medica [protected] [protected]@aol.com
OptumRx Reviews & Complaints
I have been trying to get my prescription filled by your pharmacy for over 1 week. I am currently pregnant but need to use Estrogen patches to sustain it. I was getting the patches from my pharmacy with no problems for 2 months and then suddenly United Healthcare denied the submission saying it now had to be submitted through Optum RX or Walgreens Mail Order. I called Optum RX to get this medication which I need to take every other day and was told by the representative it was a considered a specialty drug and referred me over to Briova which I dreaded since I’ve had to use them before and they were terrible. I ended up paying $400 full out of pocket costs for my medication because they never fulfilled it. I called anyway and submitted the request. They said the medication was not a specialty drug but said they would contact my pharmacy to get my subscription anyway to try and fill it. I called back the next business day and was told they weren’t able to fulfill it because it was not a specialty drug. Briova then resent the prescription back to my pharmacy to fill. They said it did not have to go through Optum RX since it was not a specialty drug. When I called to submit my prescription request though, it was rejected by UHC again and I was told it had to be filled by Optum RX or Walgreens mail order. I then called back Optum RX to submit my request and was told they would need to contact my pharmacy and doctor for the prescription to fulfill. I contacted them today again and was told my original pharmacy said they had already sent it to Briova and couldn’t send it back and my doctor had not responded. I then called my pharmacy and doctor and was told they had not received any calls from Optum asking for a prescription. This is beyond ridiculous. My pregnancy is now in jeopardy because of this situation. I was forced to buy one box ($100) of patches but I am unemployed and cannot afford to pay full price for more. The life of my baby is in jeopardy and no one at UHC or Optum RX care. They have no sense of urgency regardless of how many times I’ve explained the importance of this medication. I’m at a loss as to what to do next.
OptumRx Reviews & Complaints
I have been trying to get on the OptumRx website to order my mom’s medication for over a month. Each time I try to get on, it gives me the following error: Error: Our records indicate you don’t have access to OptumRx. If you think you are getting this message in error, please call the number on the back of your Member ID card so we can assist you further. I clear the cache on my computer and then it tells me that it doesn’t recognize the machine I am trying to logon from and sends me a one-time confirmation code. When I put that in, and re-enter my id and password, I get the same error. I have contacted OptumRx about this and they send me a link to reset my password. I get the same error! They said they would contact the IT people and get it resolved…crickets! I called again today [protected]) and the representative said she would file a case with the IT people and put it as a tier II, and that someone would call me within 48 hours. This is very frustrating and it has been happening since OptumRx began using ‘Healthsafe ID’. You would think someone would work out all the bugs before implementing a new process. I wish I had the CEO’s phone number because I’m sure he wouldn’t be happy with this lack of customer service!
OptumRx Reviews & Complaints
I have been using OptumRX mail-in services for several years and never had a complaint until this year. I called them a month ago to transfer the above prescription from CVS to them. They claim that my doctor”s office never responded to their faxes which is not true. Not only did they respond to the faxes, but they called OptumRx 3 times to have the prescription filled. When I called OptumRX to check on the status of the prescription, they claimed that my doctor”s office never called the prescription in. This is not true. My thoughts are that Optum never responded to the voice mail messages that my doctor”s office left and that Optum”s representatives were negligent in following up to those voice mail messages because they really don”t respond to voice mails. This is not acceptable and no way to deal with their customers. In other words, are Optum”s representatives doing their job?
OptumRx Reviews & Complaints
I have had multiple problems with Optum RX in the past but my prescriptions are much cheaper if I use them per my insurance plan. I always call and request a refill when I need it and refuse to let them have my credit card info on file. I ask for a bill and I pay as soon as I receive my order. I received an email today that my prescription was on it”s way. I never called for a refill so I called and was told that I was set up for auto refill. I denied ever giving permission for this and they couldn”t tell me how and when auto refill was authorized by me. They took it off. In the meantime, I still have at least 60 days of meds left and the strength of the RX may be changed by then and I will have another 90 days worth that can”t be used! I asked how I could be on auto refill when they should not have my credit card info on file and that was a requirement. She checked into it and said, ” Yes, you are right. We don”t set up auto refill without credit card info”. So, what does that tell you??? They cannot ever explain their actions. I”m so done with Optum RX!!!
OptumRx Reviews & Complaints
I have private health insurance with unitedhealthcare, and secondary medicaid through unitedhealthcare maryland mco. Every couple months my optumrx account that I use to manage my private health insurance medications and benefits somehow, as if by magic, gets my unitedhealthcare medicaid plan insurance information and applies it to my optumrx account, without any notification from them and they don”t even know how or why it happened. Now when I log in, all of my medications are gone except the 2 otc meds I bought through uhc maryland medicaid. I cannot price drugs any longer because it is not billing my primary private insurance or see my updated tier status list because everything about my optumrx account now uses my medicaid information. I have called, not even joking, at least 15 times this past month averaging 45 mins – 1 hour per phone call and no one knows what is going on, barely understand my problem, tell me they will create a ticket, explain to me wrong information, and have no a f*ing clue what they are doing. I asked them to just delete any optumrx account I have now and I will re-register and make a new account but they say they cannot do this? Really because that is exactly what fixed the problem 2x in the past!!! You get told you”re calling the wrong department, or to call unitedhealthcare instead. How could uhc have the power to modify optumrx accounts? They are not the same company. Optumrx=/=unitedhealthcare. That would be like a math tutor telling his students to instead go to other students in the class who perform poorly and ask them for help when the tutor is the one who should be fixing the problem in the first place!!! They really are incompetent and more like drug dealers than a company. They send boatload of pills, even controlled substances, regardless if it”s too early to fill or not. I”ll never use mail order again because of this company.
OptumRx Reviews & Complaints
I have the prescription insurance through my husbands employer. We changed beginning this year. I have been in the phone so much to fix so many things. The biggest mistake was when $50 was charged in my debit card without authorization. I was told by optumrx that before any mail order prescriptions would send they would call text and or email me which was not done and my prescriptions were on they way! I just don’t have that kind of money for them to be deducting whenever! Two different customer service rep said I would be refunded! I call today and I have not been yet and find out that you all have to decide if I get my money back! That not fair! It was your mistake and you did it again you sent meds without authorization and they are on there, I won’t be charged I will have to call and pay but you neglected to call text and or email yet again! Where is the ball dropping here! I should get my money back and your reps should be trained in customer service!
OptumRx Reviews & Complaints
I have twice now had my once weekly injection fail on me, I would unlock the injection needle as instructed on the bottom of the pen and immediately the cap would fly off and not allow me to inject the needle into my skin. The top of the pen would lock up and not allow me access to the medication. I have been using this style of pen for over a year.
OptumRx Reviews & Complaints
I need someone to call me to discuss the over charge of a drug that cost 440 on the Optumrx site states the charge for Novalog 90 day supply is 440.00. The RX finder within Orx states I should pay 147. BUT I paid 2, 200 on the first shipment that did not ship. after weeks Orx added the funds back into the FSA acct and then on the second shipment they charges 400 on fsa, 200 on fsa and 400 on hsa credit cards. Sites state 440 Drug request page on the same site states 147 and I was charged 2, 200. and now the company wants me to pay 1, 220 before my daughter can order her life sustaining drug. i called again on 5-4-18 at 3:30 and after speaking with an agent and then put on hold for 15 mins, the call dropped. OUR DAUGHTER WILL DIED IF SHE DOES NOT RECEIVE HER MEDICINE
OptumRx Reviews & Complaints
I needed a PA for a medication (no big) I called for a status and they told me it was canceled the day it started (by this point I’m out of meds) I was told I could get a 5 day “emergency” supply at full co-pay. I called back to get said supply and was then told the pharmacy had to call. The pharmacy called and was told that wasn’t possible. Later I get a PA approval but it still won’t go through because they approved the dose and not the frequency. But this point it’s 5pm on Friday my doctor is gone for the day and I’ve been a week without my medication. Fast forward to Monday doctor calls and tell me the PA was denied and we have to do a written appeal. They were told to mark it urgent and we would get a response in 72 hours. Now I’m waiting to see what happens.
OptumRx Reviews & Complaints
I ordered a $23.15 medication and my AMEX card was billed $23, 015.00. I have been on phone with your company for the last 2 days to get this resolved and it still has not been corrected. AMEX will stop the charge immediately with a merchant number, bit I am told they can”t give merchant number to AMEX. Can you please help me. If this is not resolved soon, I will no longer be doing business with your company!
OptumRx Reviews & Complaints
I ordered Insulin 2 weeks ago online but somehow that order disappeared, I placed an emergency order 3 days ago and optumRx placed my order on hold, saying I need to speak to a pharmacist. I called optumRx and argued with their phoneBot who can’t seem to understand English well enough to get me to the right department. Talked to customer server, who transferred me to the Pharmacist which talked to me about the dosage of insulin that I just ordered in January, who transferred me back to customer service. May FSA card ran out, so my payment was declined. After figuring out that problem, I recalled optumRx argued with their phoneBot, talked to customer service who transferred me to another pharmacist, who reasked me about dosage, who transferred me back to customer service who hung up on me. I recalled optumRx argued with their phoneBot, talked with customer service who couldn’t place the order because the 2 sperate pharmacists never approved the order. I hung up! I recalled argued with their phoneBot, talked to customer service about just canceling the order and had her transfer me to Admin to complain, waited for 10 minutes for Admin to answer, complained to Admin but got the real suspension that she just listen to my experience and will do nothing. IN OTHER NEWS, PERSON DIES BECAUSE HE RAN OUT OF INSULIN! Oh sorry, that’s tomorrow’s news!
OptumRx Reviews & Complaints
I paid $70.00 for a 3 month, 90-day supply of Androgel and when it was received, I only received a 30-day supply. I called to request that the remainder of my prescription be shipped and they told me that I was only approved for 1 month by my doctor and that I would have to submit a request for a refund. I spoke with my doctor and that was not the case. He approved the full 90-day supply. Even if he had only approved 1 month, OptumRX charged me for 3 months and should have filled the 3 or refunded the amount I was overcharged, even if they had to contact my doctor again the following month. I submitted my refund request and it was denied on the grounds that “it was filled too soon for payable benefit”. If that were true they would have denied it in the first place. I”ve only ordered this medication once at the time that it was due (at the time they invited me to refill though their emails) and I paid the full price. But they failed to ship what was paid for.
OptumRx Reviews & Complaints
I received a prescription on Monday morning from my doctor. I took the prescription to CVS pharmacy to be filled. It”s Friday evening and my prescription has yet to be filled. I have spoken to Optum Rx Customer Service 6 times over the week, as well as my doctor”s office. I have been given the wrong information several times only to be discounted and changed by another representative. My doctor has called your company numerous times only to receive varying and incorrect information about what was required to get the prescription filled. The doctor sent 3 Prior Authorizations. We sent numerous blood test results per your representatives only to be denied over, and over again. It is absolute insanity that a patient has to jump through hoops to get a prescription filled. By Tuesday morning, when my doctor”s office opens, it will have be 8 days that I have gone without my medication. And I am not certain that this issue will be resolved on Tuesday either. It is shameful that it takes more than a week to get a prescription filled in the United States of America. It”s sad and despicable that a patient has to suffer due to under qualified personnel, and big company roadblocks. I simply want to get my medication, and hopefully help someone else from experiencing what I have experienced with your organization.
OptumRx Reviews & Complaints
I recently changed jobs and will be getting my prescription from my new employer, it’s a hospital with a pharmacy. I started on February 26th. On March 26th I received a prescription from Optumrx. I called them because I did not request it and I did not want it and wanted to return it. I can get it cheaper with my new company. I spoke to a service rep named Dezzy. She opened a ticket and said someone would contact me within two days. On Friday March 30th I still had not received a return phone call. We had a benefits event at work and Joline Harrison was a rep from Optumrx. She said she would research it. I received an email from Jolene today and she stated that I called to have it refilled because their system did not show it was on automatic refill. It is not my problem if their system fails. I DID NOT CALL. I asked for a recorded script of the conversation. I informed them I could provide my cell phone statement proving I did not call. Joline stated I would have to pay for the prescription. I did not request it, and I will not pay for something I did not order! All conversations with Joline are documented in emails I can provide. Joline stated that someone tried to call me 3 times today but my phone never rang. I provided my only phone number which is my cell. I can also have my cell phone provider provide a document stating I did not receive any missed calls. I did not request the prescription, I asked to send it back. They have extremely poor customer service. I would like to file a formal complaint. Is this also insurance fraud on Optumrx as I did not request this prescription and they’re demanding that I pay for a medical prescription I did not order? Paula Cherkofsky [protected]