Medco Complaint - Sick of the run around
Last spring I mailed a new prescription to Medco, it was asthma medicine for my daughter. Her doc wrote it for refills up to 1 year. I mailed it in then called them a few weeks later, I was told by the representative that I would have to fill the prescription for the whole year, and could not do 30 days or 90 days. I kept repeating this back to her in a question form and she kept telling me the same thing, fill the entire script for the year. I was quite frustrated as it is a pricey medication and I was only going to need it for another week or two until fall came again as it was only prescribed during respiratory season. The representative then told me she could mail it back to me and I could fill it at my local pharmacy. I told her our plan had a 2 refill limit. She then explained to me that this particular medication does not have the 2 refill limit and I could refill it as many times as I wanted too. I repeated this information back to her and she told me that was correct. Mail it back to me Medco did. I took the prescription my local pharmacy (which I love) and got a 30 day supply. I thought all was good. October arrives as does an upper respiratory infection for my daughter. I have about a week left of meds, not to worry my pharmacy only takes 2 hours to fill a prescription when I call it in by phone. Well I get the call from my pharmacy that the insurance will not cover any of the cost of the medication. I tell him there must be a mistake, I will call Medco and get it all figured out, he tells me "let me know if you make any headway." He must have dealt w/ them before. So I call and get a very uncaring representative from Medco who will not help at all, I had to ask to speak w/ a supervisor three times before she finally got one for me. He is a bit more helpful but still will not budge on the 2 refill limit. He did tell me if I can get her doc to fax the prescription he will expedite the order will over night the order. This appeases me for the moment. So that was Tues evening. Next morning I get her doc to fax the prescription, call this supervisor to make sure it was received, it was. So I am thinking I will receive her meds the next day or by Fri at the latest. Fri morning I check my account online, no order is being processed, so I give the supervisor a call and have to leave a msg. When I finally get to talk to him 6 hours later, apparently expedite the order and ship over night does not mean I will receive the order the next day, it means w/ in one week. When I tell him that she is completely out of this medication by this time he acts surprised, even though I mentioned it quite a few times in our first conversation. He said he would try to check on the order and see if he can get it out today and send it UPS with a Saturday delivery. He told me he would call me back w/ in 5-10 min; this was 45 min ago, still waiting. I think what irritates me the most is that I hate getting wrong information, which I completely did get from the first time I called in the spring. I have not received any kind of an apology nor has Medco even bothered to own the mistake. Do they realize that these medications are to help people’s lives?