Express Scripts Complaint - Prescription Refills
I have been receiving my birth control pills for 2 years now through a home delivery service at first the company that Cigna used was Medco and just a matter of a few months ago they switched to Express Scripts. I sent in a request last week for a refill of my prescription and yesterday in the mail was a 3pk supple of a generic drug called Tri-Lo-Sprintec and not my Ortho-Tri-Cyclen-Lo.
I immediately call Express Scripts and informed them that, I was to receive my Orth-Tri-Cyclen-Lo and not this generic brand. They informed me, that because my prescription does not state "DO NOT SUBSTITUTE" that is why they sent me the generic drug instead of the brand name one. I was too, too, upset!!!! To top it off I then asked well can my doctor write a new prescription stating that I am to only receive the brand name( Ortho-Tri-Cyclen- LO) and the representative told me NO!!!, then I said well what the hell am I suppose to do with these generic pills, because I am not using them, can I send them back and she told me because they already sent me the generic drugs, by law my doctor cannot write another prescription and I would have to keep the generic pills.
By this time I was too pissed off, this non- informed representative then told me that I CAN get the brand name pills through my local pharmacy, fine!!! I them called my doctor's office and left them a message asking them to write me a new prescription. Well, today I call the pharmacy to see what my co-pay would be when I go to my local pharmacy to get it refilled and boy did I get mad again!!! This representative tells me that because CIGNA my insurance company has it set where I cannot get the prescription refilled locally, I can only receive the Ortho-Tri-Cyclen-Lo through home delivery service.
So, I asked why is that? She stated that if I go to my local pharmacy then I would have to pay 100% of the cost and if I go through the home delivery service then the cost of the medication is cheaper. I then said so, what do I have to do to get my damn pills. I was told to get the new prescription from doctor and have them fax it over and then I will receive the pills in the mail. Well, I go do that today and still there was more drama!! With Medco, I use to fax over the prescription with no problem. Express Scripts the new pharmacy says that only the doctor office can fax over the prescription.
I call my doctor office and tell them that they have to fax it and they say that they need the request form, that comes with the pills in order to fax it. So, I'm thinking fine, then I look ar the request form and see that it has the generic drug listed and not the brand name. I call the express scripts company and ask them if they can fax over to me a new form with the correct medication listed and they tell me NO!!!! To make a long story and bit shorter, I had to mail the damn prescription to express scripts!!!
For those that use Express Scripts if you have a particular brand name drug that you have been on for awhile and you like it and do not wish to be change to another drug for instance a generic drug. Make sure that your doctor has on your prescription "DO NOT SUBSTITUTE" because if not when a generic drug becomes available for your medication they will send you the generic drug without giving you an option!!! I think it is only right that I should have been sent a letter stating that a generic drug is now available for my birth control pills and upon my next refill I will be sent the generic drug instead of the brand name if I do not provide them with a prescription specifying for me to use the brand name only.
That is all they should have done and I would not have been so surprised when I received them. Express Scripts need to take my advise and write the above letter that I suggested to them, and they need to give patients the option of choosing whether or not they wish to have the brand name or the generic name. I feel like because my prescription says for me to receive Ortho-Tri-Cyclen-Lo, then that is what I should have received, regardless of whether or not it states "DO NOT SUBSTITUTE". Both CIGNA and Express Scripts SUCK!!!!!!