Let me start by saying this is not the first time i have run into a problem with Medco not doing what they say they are going to do.
I called Medco about the beginning of June. I needed to get a couple prescriptions refilled, but wanted to take advantage of the “Extended Payment Program”. This has been presented to me as an affordable way to break the balance of a 90 day prescription order into 3 separate payments with a small amount of interest.
The phone representative explained how the program works and read me the terms and conditions before I agreed to use this program. The phone representative said that from this point on we would be on this program for all our prescription orders. I then proceeded to request the prescription refills I initially called in for. The phone representative advised me of the amount that would be charged to my debit card, and the amounts that would be auto-deducted 30 and 60 days from now.
To our surprise my Wife and I saw a charge from Medco for the total amount of the purchase come through our checking account, instead of the amount we were advised of. I called Medco to discuss this. Upon being advised that Medco made a mistake, and is sorry for the situation, it was explained to me that nothing could be done about this charge. I was told that in the future, I needed to set up the “Extended payment Program” before I ordered my refill. (as if I was the one that made the mistake)
Naturally, I escalated the issue to a supervisor. The supervisor I spoke with is Dorian Mimms. She seemed compassionate and understanding of my dissatisfaction. Unfortunately she explained there was nothing she could do. I went on to explain that I have worked for many years in a call center taking calls as a supervisor from dissatisfied customers. I went on to explain that I understand that when a company makes a mistake and promises something, that exceptions to the standard rule are expected to be made. I reminded Ms. Mimms that the call was recorded and that I expected this situation to be handled in accordance with the way I was advised by their representative on a recorded line.
Ms. Mimms said she would credit my debit card with the amount charged to it, and that she would be in contact with her Accounts Receivable. She kept referring to Account Receivable as if they were a separate company (almost like she was trying to distance herself from the entity making the decision.). I reminded her that Accounts Receivable is just as much a representative of Medco as the phone representative that messed up and she is. I expected her as a supervisor to take ownership of this problem and make sure it is dealt with accordingly. She assured me that she would personally get back with me to discuss this further when she heard back from Accounts Receivable.
I received a callback about 4 days later, and was told that Account Receivable was unable to make an exception. I reminded Ms. Mimms of the agreement Medco and I had on a recorded line. I asked her to listen to that call. She told me she didn’t have to listen to it because she believed me. She apologized. Not to be redundant, but the situation was redundant. I told her that I was declining her answer and giving her one more chance to fix the problem. She told me she would try again.
I just received a message on my voice mail from Ms. Mimms asking me to call her back. She stated on the message that Accounts Receivable has deemed that I will not be allowed to use the Extended Payment Program unless I pay the balance that is on my account.
At this point my intent is to pay the balance and be done with the situation. I can’t believe that Medco is comfortable leaving me with this bad taste in my mouth. I do not like the way this was handled, and would not continue using Medco if they were not my only choice for a mail order pharmacy under my employer’s health insurance plan. I will probably post this a number of places so that other consumers may be informed of my bad experience. I hope someone from Medco reads this and does something to correct this problem from happening again.
Brian
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