Complaint Review: Express Scripts

8/7/2012

To whom it may concern,

I am writing this letter to make a formal complaint against Express Scripts, PO Box 66772, St. Louis, MO 63166 and Anthem Prescription Drug Plan.

On 5/25/12 I was told by my Doctor that I was getting better for a condition I had; however only 50-75% better. My doctor wanted me to stay on the medication he prescribed for 2 more months. On 7/20/12 I was cleared by my doctor and no longer have to see him or take the medication.

On 5/29/12 I went to Giant Eagle to fill my prescription and they stated that I had to call Anthem as they were refusing to pay for the prescription as they had deemed it a maintenance drug and I would have to order all future refills through Express Scripts.

On 5/30/12 I called Express Scripts and explained that I needed my prescription right away. The customer service person that assisted me contacted Anthem and they agreed to let me get one more refill at Giant Eagle, but I had to place an order with Express Scripts so I could receive the one more month of medication I needed. I could only place the order for a 3 month prescription, so I did. The customer service rep asked if I wanted the order to be automatically refilled and I stated no. She said fine, but if I had to continue past the three months I would have to call for a re-order. I gave this person my credit card number over the phone and paid the $25.00 for my prescription.

On 7/20/12 I went back to my doctors and was cleared by him. I am better and no longer need to be on this medication.

On 8/3/12 I checked my bank account online as I always do on Fridays, pay day, and much to my surprise found out that Express Scripts charged my credit card another $25.00. I called and spoke with another customer service rep who informed me that because they have my credit card number on file they just automatically charge my account and send out the prescription. I told him that I set up the account not to have refills unless I called. He said it was just policy, but he would credit my account and remove my credit card from their system. I am thinking ok, taken care of.

8/7/12 Things are never as simple as they seem. I checked my account online expecting a refund. No credit was applied to my bank account. I called and spoke with several people at Express Script until they got tired of hearing me and finally put on a supervisor named Joseph. Joseph proceeded to tell me that they only credit my account with them, they dont refund money. I explained to Joseph (employee#45650) that I do not take any regular medications and I do not have any more prescriptions for them to fill and explained this whole story I am now telling you.  His response is that it is Express Scripts policy to only give a credit on my Express Script account. I then asked since I have a credit on my account write me a check and send me my credit amount. Joseph kindly stated that they do not give money back but I could file a dispute with my bank and they will credit my account.

I asked Joseph if I can dispute this with my bank and get my money back, why cant you just refund it. He responded sorry, that is our policy. At this point I knew talking to employee #45650 was going to get me know where. There really is no argument for, Its our policy. I asked to speak to Josephs supervisor. He told me they were at the corporate office. I said great transfer me. Joseph then informed me that the people in charge of this operation do not even have a telephone. The only way I can contact them is through mailing them at Express Scripts Attn: Quality One Express Way, St. Louis, MO 63121.

I hung up the phone on employee#45650 and called my insurance company. The customer service rep there took my ramblings down on her computer and put my complaint in my file. I asked her, so when can I get my money back from Express Script that they stole from me. She stated sorry, they only take complaints and they go in the file. She did say she would ask her supervisor. I stayed on hold for them to tell me that all I can do is write this letter and make a complaint to their complaint department at Anthem PO Box105557 Atlanta, GA 30348.

Now I know this is only $25.00 we are talking about, but it is the policy of this company that has me outraged. How many people have gotten their money stolen from them, how many people dont even know they are being ripped off?

I work hard, pay my health insurance premiums and do things the honest old fashion way and here is what I have to show for it.

DOWN $25.00 IN MY BANK ACCOUNT, WITH A CREDIT FOR A PRESCIPTION COMPANY I WILL NEVER USE AGAIN EVEN IF I HAVE TO PAY FULL PRICE FOR MY MEDS, AND 5 MONTHS WORTH OF PILLS THAT I NOW HAVE TO TRY AND DISPOSE OF SAFLEY.

IF YOU ARE A CRIMINAL IN JAIL YOU ARE DEFINATLEY BETTER OFF THAN I AM. YOU DONT PAY ANY ONE FOR YOUR HEALTH CARE, YOU DONT HAVE TO ARGUE WITH INSURANCE COMPANIES TO GET YOUR MEDS, AND YOU GET ALL THE HEALTH CARE MY MONEY PROVIDES YOU

AND ANYONE THAT HAS TO ASK WHATS WRONG WITH OUR CURRENT SYSTEM READ THIS!!!! CONSIDER THIS MY OFFICIAL COMPLAINT..


EDitor's Suggestions on how to get your money back!

HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO:

Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.

According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.

If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.

Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!

DO NOT TAKE NO FOR AN ANSWER!

Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.

And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.

Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.

If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.

CHARGES TO YOUR CREDIT CARD

If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away. In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge. In rare cases, credit card companies will review disputes, but refuse to reverse the charges. If this occurs, complain to a manager and let them know you will be filing a report here.

Remember Don't let them get away with it! Make sure they make the Rip-off Report .. The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action.

And good luck Let us know how you do!

ED Magedson Founder RipoffReport.com Author of www.ripoffrevenge.com

Rip-off Report PO Box 310, Tempe, Arizona 85280