OptumRx Customer Service Issues

My ongoing issue with receiving my husband's medication continues. Despite placing the order on Dec 28 for delivery to our current address, located at a county park, we are experiencing difficulties. After tracking the package until delivery, I discovered it was not in the park's mailbox, and no one on the premises had seen it. I contacted OptumRx to request a resend, but was informed I needed to wait 7 days and file a claim with the post office. I promptly filed the claim and followed up with OptumRx after 5 days to expedite the resend. Unfortunately, despite multiple calls and promises, the medication has not been shipped. When I checked on Friday, I was informed that the order was unexpectedly canceled, with no clear explanation. It's frustrating, especially since this is the second time we've had medication sent to this address. I will continue to seek answers and update everyone on the situation next week.

The website specialty.uptumrx.com is showing a balance of $[redacted], but I am unable to view the details. This morning, I made a phone payment of $50. I am unsure if this $50 is included in the $[redacted] balance or if it will be deducted from it. Yesterday, a customer service representative mentioned that my outstanding balance was $50, however, they could not specify the charges. Today, when I called to pay $50 and refill a prescription, I was informed that my balance was $[redacted]. I expressed my intention to pay only $50, which was processed by the customer service representative after going through a verification process. The recent transition back to Optum has caused issues with the phone system and website, making the customer service experience frustrating and disappointing. Despite these challenges, I am required by UHC, my parent company, to use this service for my medication needs.

I placed an order for one of my prescriptions on 3/31/[redacted], but it did not arrive. After speaking with Lisa from the P.I. team on 4/16/20, I discovered it was mistakenly sent to my summer address in NC, even though I haven't been there since last October. I requested for the medication to be overnighted to my address in Ocala, Fla, but it didn't arrive. When I contacted another P.I. representative, the same error occurred, with the medication being sent to NC once again. Another attempt was made to ship it overnight, and thankfully, it was delivered today on 4/27/[redacted]. I now need to send my $20.00 co-payment but I don't have the mailing address for OptumRx. Could you please provide me with the mailing address? Thank you. - Harry D. Hurst

I am in need of assistance. Recently, I've been paying $50 a month for Lacrisert using a manufacturer's coupon. However, upon switching to Medicare at 65 due to my Sjogren's disease causing severe eye problems, I now face a charge of over $[redacted], which is unaffordable for me given the financial strain brought on by covid. I find myself struggling to cover this cost, and I am reaching out for help. Is there any way you can provide assistance or guidance on how I can manage this expense? Any form of help or waiver you could offer would be greatly appreciated as I am unable to bear the financial burden of $[redacted] a month. Your support in this matter would mean a lot to me during these challenging times. Thank you for considering my request. Sincerely, K. Sak.

As a retired member of the California Public Retirement System, I rely on OptumRx for prescription coverage. However, their lack of online reimbursement submissions and poor customer service has made it incredibly frustrating for me, especially living in the Philippines where international mail is not an option due to COVID-19. After attempting to submit my forms for reimbursement, I only received $46 back out of $[redacted] in expenses, making the process not worth the effort. Additionally, as a military veteran with medical coverage through TFL (TriCare for Life), I am stuck in a situation where I can't get reimbursed by TriCare until I receive payment from OptumRx. Their high turnover rate and unhelpful customer service has made it nearly impossible to resolve this issue efficiently. I am seeking assistance in escalating this matter to higher management at OptumRx but have had no success so far. Any guidance or contact information for reaching out to the President or Vice Presidents of OptumRx would be greatly appreciated. Thank you, P. Cleppe

I am in need of an override for my Bupropion XL 150mg tablets, taken twice daily, which are currently out of stock at OptumRx. After speaking with a representative, I was advised to have my prescription transferred to another pharmacy, Walmart in Beech Grove, for pick-up. To obtain the medication today, I require an override from OptumRx. I have been trying to contact a representative, but encountered only silence followed by disconnection. I am running low on my medication and urgently need a resolution. I am also uncertain if I will need to repurchase the medication at Walmart or if my previous payment to OptumRx will be applied to this prescription. Please assist me promptly. Thank you.

I received Metformin in my previous order, but both bottles were on the recall list. I contacted customer service in November and was assured a return envelope would be sent, but it never arrived. After speaking to Vonnie on December 5th, I was promised that a return envelope would be sent within 7 days, yet I have not received it. I am growing impatient as I paid for this medication and would like a credit or replacement. Kindly reach out to me at [redacted].

I am writing to express my disappointment with the recent incident involving your manager, pharmacists, and phone representatives. In early December [redacted], I received an order for Synthroid, which I did not open as my doctor had prescribed the generic, Levothyroxine, instead. Despite numerous conversations explaining the situation and requesting a return mailer for the Synthroid, I was repeatedly informed that my prescription could not be filled until February [redacted]. After several attempts to expedite the process, I resorted to getting a 10-day supply from a local pharmacy on my own. Even then, the medication did not arrive promptly, causing me to go without from January 11 until January 12. This ordeal has been exhausting and frustrating, and I sincerely hope for improved communication and service from your staff in the future.

My counseling service in St. Ignace, Michigan, is operated by Stephanie S., experiencing issues with OptumRx since they took over prescription coverage. Dealing with severe chronic pain following multiple surgeries and a car accident, Stephanie relies on narcotic medications to manage daily tasks. Despite years of evaluations and consistent treatment, her new physician faced challenges getting authorization for her meds, with OptumRx demanding a dose reduction. Stephanie questions the insurance company's interference in medical decisions, feeling distressed over the unnecessary suffering caused by these coverage restrictions.

Based on the tracking number for order [redacted][redacted]69, it should have been delivered on Saturday, July 17, at 3:10 pm. However, upon checking my mailbox and security cameras, I have not found the package near my front door. I have spoken to my neighbors, who have not received the package either. The post office has been informed and is launching an investigation. They suggested that I reach out to you to verify the delivery address.

I had a prescription for morphine sulfate ER that was covered, but then it was no longer approved. An agent from Optum RX provided my doctor with a list of alternative medications that could be covered, which included Hysingla ER. My doctor submitted a prior authorization for this medication, but was informed it was not covered or further information was required. After resubmitting all the necessary details, I am now three days without a sufficient medication because today's agent mentioned that my doctor needs to request the generic version of the medication, hydrocodone ER. I am puzzled as to why I pay for my premiums only to endure suffering due to incomplete or incorrect information provided by an agent. It seems unfair that a patient should have to endure this kind of situation.

I am unable to log into my Optum account on my laptop, but I can access it through the app on my iPhone. When I try to log in on my laptop, I receive the following message: OptumRx Help Register HealthSafe ID® Secure, convenient sign-in. Use your HealthSafe ID® to access your accounts with a single ID and password. Learn more. Alert: Something went wrong. Please refresh your browser and try again. Username Password Forgot username or password? Need help? For website registration or technical support, please contact us at 1-[redacted]. Sign-In Help Accessibility Statement for Individuals with Disabilities (opens in a new window or tab)

I have recently received 4 prescriptions, but I still require 3 refills. I have transitioned from seeing Dr. Persaud in Muscatine, Iowa, to now being under the care of Dr. Sagha in the same location. Dr. Persaud was my physician a year ago. I have been trying to contact the company without success and would appreciate a call back. My name is Julie Gordy from Muscatine, Iowa, and you can reach me at [redacted]. Please get in touch with me through this number. Thank you.

I have been using home delivery services for a few years. Recently, my husband also signed up. When placing an order, I inquired about the copay and was told there wasn't one. I received the pills but then got a bill, which confused me. Today, I called to update my husband's credit card details. The call lasted over half an hour with multiple holds, and the last time I was put on hold, no one returned. When I called back, I encountered a rude representative who insisted I input the credit card number on my end. Despite my explanation that I already provided the information, she was dismissive and claimed I was speaking to the wrong person. She spoke loudly and was condescending, implying I contacted the wrong department. With a husband battling stage 4 cancer, chemo, and doctor appointments in a small town without a local pharmacy, this service is crucial for me. The second representative's treatment led me to decline and opt to mail in the billing statement with the credit card information. I had planned to take a survey at the end of the call, as prompted by the automated system, but the call got disconnected abruptly. This experience left me very disappointed.

I contacted Optum last night, and they were excellent in assisting me with an override after my son lost my medication. I discovered that Ayer Family Pharmacy in Ayer, Massachusetts was not informed about the transition to Tufts Health Together using a new company. To avoid any issues when picking up my prescriptions, can someone please contact my pharmacy? My medications were lost when they fell out of the car window onto the highway. I am now missing most of it and feeling unwell as I have not taken it since Saturday night. Thankfully, my doctor called it in, and the Optum representative last night managed to process an override for me this time. The pharmacy, Ayer Family Pharmacy, can be reached at [redacted]. They will reopen tomorrow at 8 am. My doctor has provided a prescription for 14 Suboxone 12 mg strips and 14 2 mg Suboxone strips for tomorrow. I appreciate any assistance as I am falling behind and feeling increasingly unwell by the hour. I am extremely frustrated with my pharmacy at this point. Thank you for your help, and a special mention to Corinne Costello from Optum for her wonderful assistance last night.

I placed an order for my eye prescription TIMOLOL MALEATE SOL 0.5% OP with Prescription #RX[redacted]30. I received a message that it was on HOLD. After waiting about 10 days, I contacted OPTUM. I was extremely dissatisfied with the customer service representatives I spoke with. I had difficulty understanding them and when I requested to speak with someone who spoke better English, the person became extremely arrogant and rude. Eventually, I was given a reference number but was told they couldn't transfer me. When I stayed on the line to take a survey, he refused to hang up so I couldn't complete it. The second person I spoke with was just as unhelpful. This occurred on February 27th. I couldn't catch the first person's name clearly, but it sounded like "JUSTO," and the second person I spoke with was named PAUL. It's disappointing that the manufacturer is out of stock.

I would like this message to be escalated to a supervisor at Optum Rx. I paid my bill by check on 02/14 and 02/19, but when I called on 03/14, the operator informed me that the checks had not been cashed and assured me they would be processed within 30 days. Despite this, I received another bill which stated to disregard if paid on the back. This has caused unnecessary confusion and wasted time for both your company and myself as I had to double-check my records and now spend time writing this email. I believe improvements are needed in your payment processing center to avoid such inefficiencies in the future. I do not require a response to this message. Thank you.

After the recent CDC approval for a second bivalent booster for individuals over 65, I made multiple attempts on different days to schedule my vaccination. Unfortunately, there have been issues during each visit where my United Healthcare insurance details were entered, resulting in a denial due to the vaccination being allowed only after [redacted] days from the last dose. Despite explaining the CDC guideline to representatives, there seems to be a misunderstanding as my insurance policy seems to be prioritized over the CDC recommendation. Today, I was informed that an "exception" might be pursued for me. However, a CDC representative confirmed that no additional approval was necessary, and if I met the requirements, I could receive the booster at no charge upon request. I have received all other vaccinations smoothly and require this booster promptly for an upcoming business trip. It is puzzling why United Healthcare/Optum is not aligning with the CDC directive. I am seeking assistance to resolve this issue.

I receive my medication from OptumRx home delivery, and unfortunately, USPS has lost my package containing my controlled substance medication (hormone therapy). OptumRx acknowledges that the package has not been delivered but insists on requiring a new prescription before resending the medication due to it being a controlled substance. This process involves getting my doctor to contact OptumRx to confirm the situation and issue a new prescription. I am concerned about whether I will be charged again for the replacement medication, especially since my insurance only covers it once every three months and I cannot afford to pay out of pocket. I forgot to inquire about potential charges during my last conversation with OptumRx.

Subject: OptumRX - Refill Request for TRAXODONE Hello, My name is John L Vaeth, and my member ID is [redacted]61-00 under Plan [redacted]6-04. I am currently in Vienna, Austria, and will be here for the next ten days. I recently received an email stating that you plan to auto-refill my prescription for "TRAXODONE - RX# *****[redacted]" in the upcoming days. Please, I kindly request that you cancel this refill. Unfortunately, I do not have access to phone service while in Vienna to receive a text confirmation or make changes to the order. This email serves as my formal request to halt the shipment of TRAXODONE. I neither require nor desire this prescription at the moment. I would appreciate it if you could acknowledge the receipt of this email dated May 9, [redacted], by sending a confirmation to [redacted] Thank you.