Complaint Review: Express Scripts

I haven't used Express Scripts (E.S) for approximately ten years. I'm divorced and last April E.S. sent me a bill on my inactive account at my current address which they shouldn't even have, for my ex-husband's and his current wife's Rx's that were sent to them at a different address. My new address was in they system as the billing address.

In April of 2012, after receiving that bill for my ex-husband and his current wife's prescriptions, I was told by E.S. that the problem was fixed and I would no longer be associated with my ex-husband in the Express Scripts system. Yet, after that my "inactive" account was sent to collections over that unpaid bill. After I was told by E. S. that THAT error had been corrected, but I was then told by a different E.S. rep (not someone in billing or collections because I was refused access to those departments) that I'm legally responsible for the bill that had been sent to collections no matter what.

I filed a complaint with the BBB and asked that E.S. remove me completely from their system. In their response E.S. says they can't do that because I'm eligible for Rx's through my health insurance carrier and that they don't have the ability to make eligibility decisions. They give no excuse for not being able to provide me with written proof of a anything.

While it's true E.S. does not have the ability to make eligibility decisions based on insurer policies, that's a moot point. Simply because I'm eligible to use E.S. through an insurance carrier does not mean Express Scripts or my health insurance carrier can open an account at Express Scripts in my name. I must authorize it and I have NOT done so.

The only account E.S. has in my name is an inactive account from approximately ten years ago. I've been a member of my current heath insurance carrier for 11 months and I have NOT authorized, nor have I used Express Scripts through my current medical insurance carrier or any other carrier for approximately 10 years. Therefore I have no active account with E.S. through any insurance carrier.

Because I've been lied to by E.S. numerous times and refused access to the billing and collections department at E.S. to discuss the problems, and I have not signed up to use Express Scripts through my current health insurance plan, or any other health plan for approximately ten years, my information should NOT and NEED NOT be in their system at all. Yet they refuse to remove it.

In my BBB complaint, I asked for but DID NOT receive written proof in the form of a letter sent to me by Express Scripts stating that my information has be deleted from their system, that my information is no longer associated with my ex-husband, that there have been no collections against me and that I do not owe Express Scripts any money. All E.S. has done is say the problem has been fixed and refuse to remove me from their system.