OptumRx Customer Service Issues

My daughter needs a medication she has taken before with a prior authorization, but Optum did not alert us that a new prior authorization was required. This lack of communication puts her health at risk and creates unnecessary hurdles. It's negligent not to inform patients about changes affecting their prescriptions. When I called, Michelle mentioned there was no prior authorization on file, even though one was needed initially. This situation was resolved after I contacted the doctor. This issue should have never happened, and patients should be informed promptly about any changes to their prescriptions.

I sent an order to OptumRx on 2/19/19 and checked the status online. As of 2/24/19, it still said "order received." When I called on 2/24/19, I was informed the order had not been processed yet. I inquired about the delay and mentioned my upcoming trip on 2/26/19. I was then advised that the order would not be ready in time, so it needed to be transferred to my local pharmacy. I switched to OptumRx on 2/1/19 from Express Scripts. I have never experienced such a long wait for a prescription and am quite dissatisfied with the service. Furthermore, I had to pay an extra $8.00 at my neighborhood pharmacy. This additional cost is not affordable for me as I live on a fixed income. Despite my initial reservations, my personal experience confirms the negative reviews I've come across about OptumRx. I intend to share my feedback about this service with others.

I am writing to request pre-authorization for the medication methocarbamol, a drug I have been taking for 18 years. I recently received a letter from my new insurance provider, stating that additional information from my primary care physician, Dr. M. Kim, is needed for the pre-authorization process. Despite Dr. Kim responding to your initial request, a letter dated 3/4/09 indicates that more information is required before 3/19/09, or the pre-authorization may be denied. I began methocarbamol treatment 18 years ago at a pain clinic in Portland, Oregon, due to chronic muscle pain in my upper and lower back caused by various health issues. This medication has proven to be effective for me. My previous insurer, MODA, approved the pre-authorization without issue. I kindly ask for your prompt approval to continue this medication, as it is essential for managing my muscle pain. Please let me know specifically what information Optum requires from Dr. Kim so that I can assist in providing it before the deadline. I am eager to ensure continuity of care. My contact number is [redacted]. Thank you for your attention to this matter. - Jan Cassady

My doctor's office sent the wrong prescription. An assistant misread the order, which should have been for 35 units of Levemir twice a day, but was mistakenly recorded as 15 units. I was assured by pharmacist "Mahsa" that this was corrected, only for my corrected prescription to go missing. Now, I am frustrated with the confusion and mistakes. Another pharmacist has promised to follow up if the issue is not resolved promptly. The 15 units bid order that I didn't use does not count in my 90-day supply. Despite Mahsa's correct calculation of 7 vials needed, another pharmacist erroneously calculated only 4 vials to be sent, which was later reduced to 3. The order for 35 units bid seems to have been mishandled. Overall, I am deeply concerned and confused about the ongoing mix-ups.

I am currently with my granddaughter in Mexicali, Mexico. She is assisting me during my recovery from a stroke. I am experiencing difficulty ordering my medication as I cannot access the website. Additionally, my phone is not allowing me to connect to the [redacted] number provided. I urgently need to order the following medications: Propranolol ER Cap 60mg, Levothyroxine tab 0.075mg, Verapamil SR Cap 180mg 24H, Olmotass DL CR WM TB 10 Meq A2, and Dexilant 60 MG Oral Capsule Delayed Release. Kindly advise if you require my credit card information, and I will provide it. You can reach me at P.O. Box 29, El Centro, CA [redacted] for further correspondence.

I recently requested refills for about eight prescriptions, with Warfarin being the most urgent. While the other medications arrived promptly, Warfarin had an expired prescription. I asked Optum to reach out to my Cardiologist's office, emphasizing the urgency due to an upcoming vacation. After a conversation regarding their responsibilities, Optum agreed to waive the additional charge and the prescription arrived on Monday. Despite this, I later received a $6 bill for overnighting and obtained a few days' supply independently. I wonder if Optum should notify me before a life-saving medication expires. To address these issues, I propose a refund of $15 and improved proactive communication from Optum. Is it reasonable to expect this level of service, or was my experience with Caremark (CVS) exceptional? Thank you, D.M.

I recently received a robocall from OptumRX at [redacted], which mentioned my name and provided me with code #[redacted] to call back. Initially hesitant due to the unfamiliar number, I decided to research whether this call was legitimate or a potential scam. Thanks to Katherine, Shadari, and Jennifer from Member Services, it turned out to be a refill reminder, although my pharmacy usually communicates via email or text. The robocall method was unsettling given the prevalence of spam calls. I prefer initial notifications via email or letter for a more secure communication method. Privacy is a top priority for me, and this experience only heightened my concerns. I was assured that my name has been removed from their call list, and I hope this is the case. Thank you, Mrs. W. F. Campbell.

I encountered an issue trying to fill my prescription for Restora RX at Walmart. They said it was denied because there are over-the-counter alternatives available, but these products do not match the level of Lactobacillus casei CFU/g I require. Additionally, this medication is not just for probiotics, but also for constipation, which complicates the situation. I would appreciate guidance on obtaining a prior authorization form to have this medication covered, as it is clear that the over-the-counter options are not sufficient substitutes. Your assistance in resolving this matter is greatly appreciated.

I want to express my gratitude to the wonderful OptumRx representative, Latrelia Boyd, for her exceptional professionalism and assistance with our medical issue on May 18th. Latrelia was understanding, patient, and courteous, leaving a positive impression on both my wife, Rae Treutlein-Garrecht, and myself, Harold Garrecht. We are truly satisfied with her diligent work in fulfilling our prescriptions. Latrelia is the best service provider we have encountered in many years and undoubtedly deserves recognition, even a promotion. She demonstrated genuine care for us as elderly individuals at the ages of 85 and 86. Please convey our heartfelt appreciation and thanks to her for her outstanding service. She is a remarkable asset to OptumRx.

I have been receiving multiple robo calls at my home number for my disabled daughter, Elizabeth, from OPTIMRX. As her legal guardian, I have been attempting to reach out to you without success to stop these calls. Due to this, I have made the decision to file a complaint with the FCC and consult Elizabeth's attorney for further assistance. The number you have been calling, [redacted], is listed on the Do Not Call List. The individual being called is my daughter, Elizabeth White. I request that these calls be discontinued. Your robo calls do not align with federal regulations as they do not provide an opt-out option at the start of the call or the ability to speak with a representative. I have taken steps to report this to the FCC and seek legal advice for potential actions against OPTUMRX. I anticipate a response within the next five business days confirming the resolution of this issue, by Monday, 6/10. If no action is taken by then, we will proceed with necessary measures to safeguard our daughter from these intrusive practices. Sincerely, Richard White

On March 29, [redacted], my doctor sent a prescription to your company for a 30-day supply instead of the usual 90 days. I contacted your company, and after multiple calls between your group and my doctor, I physically went to my doctor's office to ensure the correct prescription was sent. Despite being informed that the mistake was fixed, I was still charged $10 for the initial prescription. The corrected 60-day prescription had no charge. When inquiring about the $10 charge today, I was told it couldn't be resolved as the mistake was not clarified within 30 days. After nearly two months of trying to resolve this issue and receiving reassurances from various members of your team, I am frustrated. While one manager was professional and knowledgeable, the rest seemed incompetent. Furthermore, I recently received a delayed notification about a Medicare Part B request for diabetic strips being unfulfilled. The inconsistency in notification times is concerning. I am disappointed in the lack of customer service and hope for a resolution. Thank you, KJ.

I have encountered multiple problems on your website preventing me from receiving my medication promptly. Upon logging in, I am directed to a page stating "Currently viewing 0 claims" with non-functional links. By following a workaround of clicking the menu then the browser's back button, I can access my medicine cabinet. However, I now need to order a refill, despite having set up automatic refills earlier and only logging in to update my address. When attempting to place the order, the system gives conflicting messages without clarifying the issue. While this medication is not critical, these website issues are concerning, and I suspect I am not alone in facing these obstacles. It is crucial for your developers to address these persistent problems promptly. Thank you for your attention to this matter.

Hello, I am Andrea Harper. I have been attempting to purchase Novolog Flex pens without success. Despite assurances from customer service, I have not received the product. After speaking with Adam, he mentioned finding an issue but the pens have yet to be shipped. There hasn't been a charge on my card. I only have one pen left, so this situation is critical for me since insulin is crucial to my well-being. My online order tonight may not be successful either, and I am feeling helpless with the lack of responses. I am reaching out for assistance as I urgently need this medication. Thank you. Andrea Harper.

I recently received a letter about my doctor's prescription for Trulicity. Despite previously declining this medication due to its high cost, I keep getting mail regarding it while in the "doughnut hole." Please refrain from sending further letters instructing me to get in touch. I attempted to speak with a representative over the phone but was unable to do so. I used to pay approximately $[redacted] for a 3-month supply. Could you please inform me of the pricing for Trulicity .75 once I exit the "doughnut hole"?

I encountered issues logging onto the OptumRx website last night after spending an extended period trying. The error message indicated incorrect login details, though I've never faced this before. Following a lengthy call, a helpful representative named Michael provided me with case #[redacted]. Tonight, I am experiencing the same login problem. It seems the new [HealthID] login process may be causing difficulties not just for me but potentially for other OptumRx users as well. I would appreciate a follow-up regarding my case at [redacted].

I recently reached out to Optum on 11/01/[redacted] regarding my account, Acct. [redacted]0. After speaking with Representative Theresa from Butte over the phone, I wanted to share my positive experience. Despite encountering an issue with the automated system for rating and feedback, I found Theresa to be fantastic and deserving of a 10/10 rating. I was calling to request the removal of ScriptView from all my medications. This feature is cumbersome for me and costs Optum money. Despite previous attempts to remove ScriptView, the internal system was ineffective. ScriptView was initially added after I suggested an improvement to the medication labels. I also noticed some areas for improvement such as the redundancy in the ID system and communication challenges with ESL outsourced representatives.

I have been trying to resolve a $55.84 balance due on my previous order for the past four weeks. Despite speaking to a Supervisor last Friday who assured me it was settled and even placed a new order for my medications, the issue persists. My online account still shows the balance, and my bank hasn't received any payment request. I have proof of payment in my emails. I am incredibly frustrated with Optum and can't comprehend why this hasn't been fixed yet. I urge you to investigate and confirm that everything is resolved promptly. Thank you, M. Waters.

The company is incredibly competent! I recently had my doctor fax two requests to refill the same prescription. After speaking with a representative and a supervisor, they mentioned the need to reach out to the doctor to confirm the dosage and instructions for using the medication, a pain patch. Although the prescription faxed included all necessary information for the refill, they insisted on the doctor verification. I find this logic confusing, especially when there were two authorizations sent to OptumRx. I prefer not to be contacted via email, as any messages from OptumRx end up in my spam folder.

Dear Forum Members, I am Paola M. Benassi. In October [redacted], I saw Dr. Burke at Holy-Cross Institute, FL for my knee condition. Following his recommendation, I was supposed to receive Hyaluronan/Dervi Orthovish IA Inj. Despite authorization from United Healthcare, I faced ongoing challenges with OptumRx regarding this medication. After multiple interactions with their representatives, I was informed on December 2 by Ms. Yoland that the prescription had been changed to Orthovish. Despite assurances from Mr. Justin, the medication did not arrive as promised on December 6. Today, December 9, Ms. Rande informed me that OptumRx does not supply Orthovish and suggested I obtain it from a local pharmacy, but was unsure about requiring a new prescription. This situation has been distressing and confusing, leaving me without the necessary medication for my knee pain. I am reaching out for assistance as the process seems to be at a standstill. I am hopeful for a resolution soon. Thank you. Best regards, Paola M. Benassi

I recently discovered recurring charges on my credit card from a third-party service that I was unaware of. These charges have been going on for several months, and I am unsure of what they are for or why they are being made. Due to the discovery of these unauthorized charges, I have had to cancel my credit card due to a compromise. I am now seeking assistance in removing these charges for the future. However, the process to resolve this issue is becoming frustrating, and I am considering just letting them continue charging the compromised card. I am also wondering if they can still come after me for the monthly $2.95 charge on a compromised card.