I Sent the following letter to Mr. Ron Williams CEO of Aetna and have had no response what so ever. My letter did include multiple phone numbers where I could be reached.
Mr. Williams obviously does not care to concern himself with the little guy when he can sit back and rake in a compensation package of 30 million dollars a year according to Forbes (http://www.forbes.com/lists/12/NBHZ.html)
November 26
Dear Mr. Williams,
I come to you in hope that you can resolve a problem that your customer service people are either not empowered or unwilling to help resolve. First I will state that this problem is twofold, part my doctors error and part Aetnas policy or unwillingness to help. I had my doctor fax in a prescription and he made a mistake by setting the quantity to 90 instead of 180 but the fact that he did state to take two per day should have triggered a question in the pharmacists mind. Even my elementary children know that a 90 day supply at two pills per day does not equal 90 pills. I have two pharmacist friends that live within three blocks of me that have told me that they or the pharmacy techs will call doctors every day to confirm prescriptions, if Aetna had done the same there would not have been a problem. I called customer service and spoke with Jeanie 40112 (I believe this number that she gave me as her ID number is fake after seeing the ID numbers of the others I spoke with). I asked Jeanie if she could help by calling the doctor or having someone else call the doctor to get this resolved, No we dont do that. I was told that I could call my doctor and have him fax in a new prescription for another 90 pills. I asked if I would be required to pay another co-pay, Yes. Now I will have two prescriptions each for 45 days that I will need to pay two 60 day co-pays for. At this point it is now cheaper to go to a local pharmacy and pay $15.00 for three months instead of paying Aetna $20.00 for the same three months. I asked Jeanie if there was any quality control because it sure does not seem like it to me. She offered to transfer me to the pharmacy group and I got Rosa A177968. I went through the same thing with her also unwilling or unable to help. She said you can call and lodge a complaint and gave me the following phone number 1-800-558-0860. I called and got Hevic, I didnt ask for her id number because as soon as I asked if this was the number to call to lodge a complaint she said she would transfer me to the correct person supposedly a representative that was assigned to deal with my company. The person I was transferred to was Julie A231115 (same department as Hevic why I was transferred who knows) who was sympathetic and did try more than anyone else but still came up empty. She did suggest that I call Aetna Rx Home Delivery then asked me to hold and she called to see what could be done. When she came back she said the same thing about having my doctor fax in a new 90 day prescription and me again paying a new co-payment.
I know by law the pharmacist cannot adjust the prescription WITHOUT contacting the doctor, I am fine with that. Just help me get this fixed by calling the doctor and getting the prescription corrected without a second co-pay. My doctor is P Sundwall. To be honest at this point I am concerned that if I dont ask that you make sure this and the future refills on this prescription are resolved that in three months I will once again have a problem. So, please correct this prescription with a call to my doctor and make sure that when it comes time for a refill I dont have two two month co-pays, one for each of the two 90 count bottles of the same prescription since it should be one bottle at 180 count.
I know that mail order prescriptions are supposed to be a Win Win but this is not the case as it stands for me. Aetna may have a double win (four co-pays instead of two) at the expense of an unsatisfied vocal customer.
I have spent about an hour on the phone today (November 26) with multiple Aetna representatives and I am very frustrated right now, you can be sure that I will share this experience and how you handle it with many people, I sincerely hope the emphasis is on how well you handled it.
Mr. Williams, thanks for listening and I hope you will delegate this to someone that can and will resolve the problem.
Sincerely
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