App is good, mail order Rex’s not so much
Every time they decide to “mail” my Rex’s there is ALWAYS a problem. One time an order showed as delivered but did not, when I called about it they basically called me a liar, not a close trolled substance but a blood pressure medicine, why would I lie about that. Had to threaten to go to the ER for them to take me seriously. Another time, when I did NOT request mail order of a refill they did anyway. Despite them sending a letter to my NEW address they mailed my Rx order to an old address, another blood pressure medication. The 1st time I called about it, after finally they understanding they sent it to the old address I was told they were mailing out a new order. Called to follow up 4 days later and was told it was never done but they were placing another order at that time but my local pharmacy could call for an emergency fill since I was going out of town but could arrive within 2 days. That was 5 days ago now and still nothing, thankfully my local pharmacy was able to fill a 2 month supply. I do NOT recommend getting your prescriptions via mail order with OptumRx if they are detrimental to your health!
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Can’t access letters on the app service is awful
You can’t access approval/denial letters on the app so you have to jump through several hoops to contact someone who emails a version days later. Also, to leave feedback/contact someone you can’t select the issue from the drop down menu and then put in your phone number to get a call back because the “contact me” button doesn’t work … after many tries, closing the app, etc. I had to put my phone number in first then go back and select a reason from the drop down menu.
As far as the actual pharmacy service goes, it has been awful in my experience. An order for medication was placed on the 17th and delivery was expected by the 25th. When I checked on the app on the 26th(Friday), everything seemed status quo and that it was still out to be delivered. Then on the 29th(Monday) I received an email stating the medication was out of stock. That’s 12 days later. Now it’s my problem to go back to my doctor, have the doctor send a new prescription to a different pharmacy, and hope that I can get it filled in time.
As far as the actual pharmacy service goes, it has been awful in my experience. An order for medication was placed on the 17th and delivery was expected by the 25th. When I checked on the app on the 26th(Friday), everything seemed status quo and that it was still out to be delivered. Then on the 29th(Monday) I received an email stating the medication was out of stock. That’s 12 days later. Now it’s my problem to go back to my doctor, have the doctor send a new prescription to a different pharmacy, and hope that I can get it filled in time.
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Poor Communication
I recently made an order for insulin as a Type 1 diabetic. Unknown to me, the order was cancelled the day after it was placed and I was not aware of this until my delivery date came and went. At that point, I logged onto the app and could not locate my order nor could I find the actual prescription in my list of medication. I then went onto their website where I was able to locate my order that had been cancelled the week before. I did not receive any call, message, email, nothing about this update. I called OptumRX and was able to speak with a rep before being placed on a 15-20 minute hold, after which, the call dropped so I had to go through that again. The reason the order had been cancelled was due to a problem with the prescription that was sent by my doctor so that is not the problem I have with OptumRX. The problem I have is with the fact no one even attempted to contact me. I was told I never received an order status update due to not “opting-in” for status updates. At no time during the ordering process was I given a choice to opt-in nor was I able to find anywhere in the app that allowed me to opt-in. I understand that some things are not life or death, but insulin for Type 1 diabetics is the definition of life or death.
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