OptumRx
Failure in Delivering Ordered Medication and Poor Customer Service Miscommunication and Misleading Information about Medication Refills

On September 10th, I placed an order with OptumRx over the phone for four items. The OptumRx representative assured me that the items would arrive by September 14th, courtesy of expedited shipping at no extra cost. However, when the order did not arrive by the promised date, I called OptumRx on September 15th, only to discover that my order had been cancelled.

The reason provided was a need for payment authorization, even though my credit card record clearly showed that the order had been paid for on the day it was placed. OptumRx claimed to have tried to contact me on September 11th and 14th, but there were no messages or recent calls from their area code on my iPhone 6.

On September 15th, I lodged a complaint and spoke to a supervisor at OptumRx. I was then informed that my order had been reinstated and would be shipped overnight. In addition, if I could arrange for my local pharmacy to call the Customer Service Rep for Pharmacies at 1-888-326-1196, I would be able to receive a small amount of medication free of charge.

That night, I contacted my local pharmacy to make the necessary arrangements. The following morning, my pharmacy called the provided number, only to be told that the representatives were not available, so they left a message. Upon calling the 888 number myself, I was directed to call 800 797-9791, as the previous number apparently belonged to the wrong department. Despite leaving a message, I received no return call.

When I called my local pharmacy, they relayed this information to me. Consequently, I contacted OptumRx and learned from a supervisor that there were no refills left for the medication I needed. This was understandable, as the refills had been used up to rectify their errors. However, no one from OptumRx informed me about this situation via a call, message, or text. I only found out when I called them again. Can you visualize the significant amount of time I've dedicated to getting a straightforward order filled with OptumRx? They accepted my payment, but then, unfortunately, they dropped the ball. Mistakes were made and I was provided with incorrect information. I was led to believe that I had "unlimited transfers," which insinuated that I had an endless supply of refills. However, this was not the case. OptumRx needs to revise their system to ensure better communication with customers when issues arise. Could this be through text, phone messages, email, or perhaps all three? Moreover, they need to modify their procedures for canceling an established order.

Company: OptumRx
Country: USA

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