CVS Caremark Customer Service Issues

I would like to appeal the denial of my prescription for Belbuca 400mg as approved by my doctor. I previously took a lower mg of Belbuca but refrained from filling the 400mg prescription to save costs. However, I find that the lower dose does not effectively treat my nerve pain from multiple surgeries. Missing work due to insufficient medication is impacting my ability to support my family. I believe that Zubzolv is a more suitable option, as it has proven to be effective where Belbuca has not. The cost is similar, and I have been managing significant expenses for healthcare. I urge CVS Caremark to reconsider and approve Zubzolv based on its efficacy and formulary compatibility. Thank you. - Sincerely, S.L.

I attempted to refill a doctor's prescription for PresIdol and Tobramycin. However, after a week, I was told my insurance wouldn't cover it yet. My concern is the delay in response - it took over four days to get an answer, and the infection was in my eye. I was promised a call back from Joseph S., the district leader, which hasn't happened in over a week. I feel a sense of neglect. Am I not a valued customer? Is CVS overwhelmed? Thank you in advance for addressing this. - Phyllis K. Email: [redacted]

I have been informed on four occasions that an override can be made on my prescription, the latest being this morning at 6:30 a.m. Alma confirmed that all that needs to be done is a prior authorization by my doctor. My doctor has attempted this twice without success, as they were denied each time. This medication is vital, especially since I had surgery on December 11th, making it medically necessary. I have been on this medicine for four years without any issues. Since the override could not be done, I had to pay $[redacted] for a 10-day supply, and I will have to do the same again until my insurance kicks in on January 18th. I have been assured by Jennifer, Gale, Debra, and Ann, who is a Senior consultant, along with Alma today. There seems to be a disconnect somewhere, and I need assistance with this issue.

Today around 5pm, I visited the CVS store at [redacted] W. Main St. in Waterbury, CT to pick up a prescription. I had a CVS coupon offering $8 off a $60 purchase, but in small print, it mentioned $4 off a $20 purchase. Despite this detail, my cashier Sherry #[redacted] couldn't get the coupon to work, insisting I needed to spend $60 for the discount. Even after pointing out the small print, the cashier and later the manager, Kat, stuck to the same refusal, with others waiting in line. Ultimately, I returned everything except the prescription. Dory at the customer service provided helpful assistance.

My doctor's office has contacted the phone number provided as per your request multiple times. I want to clarify that all my prescriptions have been verified and prior authorizations processed. All upcoming prescriptions are approved by my insurance until 12-31-[redacted], and necessary documentation has been sent to the pharmacy. Recent prescriptions were sent out today with the pharmacist instructed to include my social security number. I am a palliative care patient with debilitating conditions, and my specialists in another state provide necessary care that local doctors cannot. Due to the complexity of my conditions, this abrupt discontinuation of my palliative therapy for 37 days has been extremely harmful. I rely on CVS Caremark for my medications, including controlled substances, and I urge the pharmacist to intervene and ensure proper codes are used for my prescriptions to be filled. This sudden disruption has put my health and life at risk, given my medical history and the pain I endure. I am physically weak, and this situation has been distressing for me and my loved ones. Your prompt attention to resolving this matter is greatly appreciated. Thank you. - A disabled healthcare professional

I have some unresolved issues that were not addressed. I used this platform around 12 days ago and clearly stated my problems. I received what I believe was a customer service phone number, called, and left a message with my call-back number. I was informed that someone would contact me within about 12 minutes, but the call never came. Now, I would like to report additional issues. I really want to speak with a person directly. I received a message saying "you haven’t told us how you want this problem resolved," which is frustrating because if I knew, I wouldn't be asking for help. Please either arrange for an agent to call me or provide me with the correct phone number to call, as I have been unable to find it again.

The additional verification process is malfunctioning. I consistently encounter a delay of 47 minutes between requesting and receiving a verification code, which results in an expired code. This issue occurs throughout the day and night. It appears the system struggles to provide a timely and functional verification code. Considering the 30-minute validity timeframe, this mechanism is ineffective. It might be advisable to reconsider or simplify this verification process due to its ongoing technical challenges. This recurring problem could be valuable feedback for improving the service quality.

For the past decade, I've been a loyal customer at WALGREENS pharmacy, typically checking a few days prior to my doctor's visit to ensure my medications, supplied by TEVA LABS, are available since I can only refill them every 30 days without any issues. Recently, I switched to Aetna insurance and now have to use a preferred pharmacy, CVS. Unfortunately, CVS is unable to order from TEVA LABS without a prescription, causing a delay of at least two days or more. This delay impacts my ability to work. Therefore, I urgently need to order my medications from TEVA LABS a couple of days in advance to ensure I have them on time and avoid missing work. Thank you. Richard L. Email: [redacted]

As a pharmacy technician, I had a distressing phone conversation with a CVS representative assisting a customer. The CVS representative found the patient's first name, which had Aztec origins, challenging to pronounce as it was a Mexican name. I found the representative's comment inappropriate as it implied ignorance of the diverse cultures and countries where Spanish is spoken. The assumption made by the representative that the name was Mexican came across as racist, highlighting the impact of racism on healthcare in the United States. It's crucial for customer service representatives to be culturally sensitive and refrain from making such inappropriate remarks.

On October 1, [redacted], I was removed from the schedule at CVS. As a Pharmacy Technician recently transitioned from Rite Aid, I faced challenges with my boss, Miss Amber Finney, who restricted my actions due to pending licensure. Despite working diligently from [redacted] to [redacted] yesterday, I was advised to seek additional training at another location. Feeling mistreated by some staff members on multiple occasions, I decided to report the incidents to human resources. I have now secured a position at a clinic in Southfield and have requested to have my CVS file put on hold. I believe the issues may be linked to past personal struggles over a decade ago, which I have since overcome. To avoid any further complications for CVS, I have chosen to move on. - Carl

My husband has been taking pantoprazole, and last week he hit the 90-day limit. The pharmacy did not inform us or his doctor about this issue. Every time we went to pick up the prescription, it was on hold with no explanation. Only after another visit on Tuesday night did they mention the quantity limit and requested a pre-authorization from his doctor. The doctor sent the pre-authorization to the insurance company on Wednesday, but we are still waiting for a response. Given his other medications, he relies on this specific medicine. It's hard to believe that no one reached out to inform us about needing a pre-authorization.

During winter last year, my fiancé, Eric H., went to pick up my Percocet prescription at your store on Highway 6. Despite it being claimed, the pharmacy requested me to come in and even involve the police, which didn't happen since the medication was never in my possession. Following this, they assisted Eric with transferring the prescription to Publix rather than honoring the price. Unfortunately, this led to the same person obtaining another prescription improperly. Despite my background as a pharmacy technician, medical assistant, and currently being disabled due to fibromyalgia, the pharmacy's lack of action has been disappointing. Although I've reported the incident and identified the individual involved, the situation hasn't been adequately addressed by CVS. I've had to rely on my remaining Dilantin and thank the heavens for that. The lack of response and inaction by CVS has caused me distress. With all this in mind, I feel let down by the pharmacy's inaction and thank them for doing very little to rectify the situation. Sharon W. R.

I have been waiting weeks for an albuterol MDI. The original order was delayed due to a generic order revision. I had plenty of doses two weeks ago, but now I am running low. Can I go to a local branch to get this filled so I do not run out? Any suggestions?

I received a "robo call" on my home phone from a male voice claiming to be from "CVS Caremark" on 1/8/[redacted] at 1:20 PM. The call was from [redacted] and mentioned my "prescription drug plan." They stated that a "prescription drug my doctor requested has been approved and may be picked up at a pharmacy of my choice." I am not aware of having a CVS Caremark drug plan. When I called the number back, a voice response unit identified as CVS Caremark requested a callback code I was never given. As I couldn't provide a code, the call ended. I am Raimon R Voinier, enrolled in a Medicare Advantage Plan managed by Aetna with a drug plan through Express Scripts. I am seeking clarification on why I received this call and its purpose. Thank you.

My name is Raimon R. V., and I can be reached at [redacted]. I have a Medicare Advantage PPO health plan administered by Aetna and prescription drug coverage through Express Scripts. On January 8, [redacted], at 1:20 PM, a male voice left a message on my home answering machine stating he was from CVS Caremark on behalf of my prescription health plan. The message mentioned my doctor's approved prescription ready for pickup at my chosen pharmacy, without specifying the details. When I called [redacted], the automated system identified as CVS Caremark requested a "return call authorization number," which I was not provided previously. I seek clarification on the reason for the call, the referenced prescription, and the prescribing physician as I am uncertain about any connection between my health plan and CVS Caremark. I have been unable to find a contact number for CVS Caremark that is not employer-specific. Thank you.

I have been on the phone for over 2 hours with customer service trying to use the Prolia Co-Pay card. The representative claimed to have used the card and then tried to charge my medical flex pay card full price before disconnecting. After confirming my registration with Prolia, I spent an additional 48 minutes trying to reach Caremark to ensure the correct charges and speedy delivery of the drug to my physician's office as scheduled for tomorrow. This has taken over 6 hours in total, which is unbelievable. I desperately need assistance. Thank you, Lauren H. Please call for help, no email. [redacted]

I have been receiving emails asking for confirmation of orders I or my physician placed for medications. I am unsure who I should contact to confirm the order. Do I need to call or email **CAREMARK**? How should I go about this process? I have tried the CVS pharmacy in Altoona, PA, and my physician's office, but they don't have any information on this "confirmation" step. My inquiries with Aetna Medicare by mail/Caremark have gone unanswered. I have not received an identifier code in my email as requested. As a non-tech-savvy individual, I find it challenging to navigate between my email and **Caremark**. Can someone from **Caremark** please contact me at my Altoona, PA, address via telephone or send me an email with the option to reply? Thank you, Shirley M. Williams.

I did not order the prescription for donepezil hydrochloride tablets 5 mg with RX number [redacted]04. I was charged $83.87 for it, but I haven't opened the bottle yet. I've tried twice to find out how to return it, with my first request 17 days ago and the second 10 days ago. I have checked my email and spam folder but have not received any response. I am enrolled in Silverscript/Aetna through Caremark, and I receive other emails from them, so I know they have my correct email address. Please advise me on the next steps to take.

I have faced multiple rejections for my chronic seizure disorder prescriptions despite my doctor and neurologist's continuous efforts to appeal with CVS Caremark, my supposed insurance provider through work. After running out of medicine, it led to a car accident just two days later. Even with the medication change recommended during my hospital stay to an allegedly covered option, it was still denied. Three seizure medications have been unjustly denied, impacting my well-being and safety. I pay for my health insurance expecting coverage, and these medication denials are unfounded. I simply seek the service I duly pay for, ensuring my essential medications are approved. Preventing others from similar ordeals and accidents due to medication unavailability is crucial. Proper medication access keeps my seizures well-managed and stable, a fact supported by medical records from neurologists and PCPs.

I am using my husband's account with his full knowledge. Recently, I had some issues with the customer service agents at CVS regarding the application of CarePass benefits and coupons. On May 20, [redacted], one agent incorrectly stated that the coupons I was inquiring about shouldn't apply, which was not accurate. The following day, I spoke to a well-trained and professional agent who understood my concerns. Today, May 25, [redacted], I called again regarding another problem with my transaction #[redacted] from May 23, [redacted]. Despite purchasing $30.97 worth of CoverGirl cosmetics, only certain coupons applied. The agent, John, claimed that additional coupons shouldn't apply due to the total savings. I explained that I used Extrabucks to lessen my out-of-pocket expenses. I hope to see improvements in how these issues are handled to avoid inconvenience for customers who follow CVS coupon policies diligently. Thank you.