Medco Complaint - Medco is horrible - Prescription Drugs
TAMPA, FLORIDA -- On 8/10/2010 I placed an online refill order with Medco Pharmacy. Confirmation #: XXXXXXXXX. At this time I double checked everything on the website and the order stated it was in processes. I checked my credit card and it showed a pending payment for the amount of the medication.
On 8/16/2010 My Husband called me at work and asked me if I cancelled my Medication that the charge on the CC was no longer there. I Logged into the Medco website and the order was no longer listed and the confirmation number could not be found. I called customer service and explained the situation, the Rep was nice stated she wasn't sure why the order was cancelled, but it was cancelled in the back-end pharmacy and the only way that could have happened was if I would have called and cancelled. I assured her I did not and nobody else would have authorization to do that. She asked when I needed the medication by, I stated that I need it for the 22nd. She said that wouldn't be an issue and I would have the medication by then. I again checked the website after the call and the order did place and showed a shipment date of the 17th.
Today is the 18th. The order has not shipped from Medco. I called Medco again this morning to find out what was going on. This time the guy is stating that it was a computer glitch that my order was cancelled and he can't explain why that happened and why I wasn't notified. He stated that he now shows my order should ship by the 20th.
So now I will not have my medication in time, due to no fault of my own. No true explanations from Medco, and no true compassion or caring on their end. They are a pharmacy that my insurance requires me to use, I have no choice and they understand that. They can treat their customers poorly because they have no other options.
I spoke with a supervisor today on the 18th. She stated that she could authorize a small supply to be picked up at my local pharmacy, but I first would have to go to my Dr's office to get a prescription. I don't find this a viable option. Because Medco made a mistake twice on the same order. (first time cancelling without notifying the customer, and 2nd time not expediting the order) I have to call my Dr's office. Pay a $25 co pay and go to the local pharmacy and pick up my meds. This is a lot of my time wasted and an additional $25 that I do not feel I should have to pay in order to have my Dr's office provide another prescription.
I do not feel that Medco handled this properly, and that the solutions that they have provided are reasonable. I should not be forced to pay for their mistakes. Unfortunately, again due to my insurance company requiring me to use them I have no choice.