8/7
To whom it may concern,
I am writing this letter to make a formal complaint against Express Scripts, PO Box 66772, St. Louis, MO 63166 and Anthem Prescription Drug Plan.
On 5/25 I was told by my Doctor that I was getting better for a condition I had; however only 50-75% better. My doctor wanted me to stay on the medication he prescribed for 2 more months. On 7/20 I was cleared by my doctor and no longer have to see him or take the medication.
On 5/29 I went to Giant Eagle to fill my prescription and they stated that I had to call Anthem as they were refusing to pay for the prescription as they had deemed it a maintenance drug and I would have to order all future refills through Express Scripts.
On 5/30 I called Express Scripts and explained that I needed my prescription right away. The customer service person that assisted me contacted Anthem and they agreed to let me get one more refill at Giant Eagle, but I had to place an order with Express Scripts so I could receive the one more month of medication I needed. I could only place the order for a 3 month prescription, so I did. The customer service rep asked if I wanted the order to be automatically refilled and I stated no. She said fine, but if I had to continue past the three months I would have to call for a re-order. I gave this person my credit card number over the phone and paid the $25.00 for my prescription.
On 7/20 I went back to my doctors and was cleared by him. I am better and no longer need to be on this medication.
On 8/3 I checked my bank account online as I always do on Fridays, pay day, and much to my surprise found out that Express Scripts charged my credit card another $25.00. I called and spoke with another customer service rep who informed me that because they have my credit card number on file they just automatically charge my account and send out the prescription. I told him that I set up the account not to have refills unless I called. He said it was just policy, but he would credit my account and remove my credit card from their system. I am thinking ok, taken care of.
8/7 Things are never as simple as they seem. I checked my account online expecting a refund. No credit was applied to my bank account. I called and spoke with several people at Express Script until they got tired of hearing me and finally put on a supervisor named Joseph. Joseph proceeded to tell me that they only credit my account with them, they dont refund money. I explained to Joseph (employee#45650) that I do not take any regular medications and I do not have any more prescriptions for them to fill and explained this whole story I am now telling you. His response is that it is Express Scripts policy to only give a credit on my Express Script account. I then asked since I have a credit on my account write me a check and send me my credit amount. Joseph kindly stated that they do not give money back but I could file a dispute with my bank and they will credit my account.
I asked Joseph if I can dispute this with my bank and get my money back, why cant you just refund it. He responded sorry, that is our policy. At this point I knew talking to employee #45650 was going to get me know where. There really is no argument for, Its our policy. I asked to speak to Josephs supervisor. He told me they were at the corporate office. I said great transfer me. Joseph then informed me that the people in charge of this operation do not even have a telephone. The only way I can contact them is through mailing them at Express Scripts Attn: Quality One Express Way, St. Louis, MO 63121.
I hung up the phone on employee#45650 and called my insurance company. The customer service rep there took my ramblings down on her computer and put my complaint in my file. I asked her, so when can I get my money back from Express Script that they stole from me. She stated sorry, they only take complaints and they go in the file. She did say she would ask her supervisor. I stayed on hold for them to tell me that all I can do is write this letter and make a complaint to their complaint department at Anthem PO Box105557 Atlanta, GA 30348.
Now I know this is only $25.00 we are talking about, but it is the policy of this company that has me outraged. How many people have gotten their money stolen from them, how many people dont even know they are being ripped off?
I work hard, pay my health insurance premiums and do things the honest old fashion way and here is what I have to show for it.
Down $25.00 in my bank account, with a credit for a presciption company i will never use again even if i have to pay full price for my meds, and 5 months worth of pills that i now have to try and dispose of safley.
If you are a criminal in jail you are definatley better off than i am. You dont pay any one for your health care, you dont have to argue with insurance companies to get your meds, and you get all the health care my money provides you
And anyone that has to ask whats wrong with our current system read this!!! Consider this my official complaint..
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