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Dan Fesperman Profile picture
Mar 19 11 tweets 2 min read Read on X
In all my years of coping with poor customer service in various walks of life, I have never had the misfortune of dealing with any company as unresponsive, unhelpful and, ultimately, as harmful to my health, as @ExpressScripts and, their subsidiary, Accredo. A summary follows:
in late September, when my doctor prescribed an injection of Euflexxa, to lubricate an ailing right knee. Express Scripts, after a delay of more than a week, denied it, saying I first had to try an oral medication and phys therapy, even though I'd already done both.
Nonetheless I did both again over the next several months. Neither helped, so in January my doctor resubmitted the prescription. After another delay of several weeks, Express Scripts notified me Jan. 26 that they'd approved it, and said the approval was good until Feb. 26.
But my doctor did not receive this notification for more than a week because Express Scripts used the wrong fax number, an error which was left to me to correct. My doctor then resubmitted the prescription. Once again, more than a week passed, and nothing happened.
When my doctor called to find out why, Express Scripts said they were out of the medication and didn't know when it will be back in stock. The only way we found this out was by asking ourselves, and by now the window of authorization was narrowing.
My doctor contacted Accredo to see if they had any. Yes, but it would take 5-8 business days to ready it for shipment. This period passed. When I asked Accredo about the delay, they said they could no no longer fill the Rx because it was Feb. 27, a day past the authorization.
They said that my doctor would have to re-submit the prescription. My doctor did so, and on March 6, after once again checking myself, by phone, Accredo told me that the resubmitted prescription had been received, and that it would be ready for shipment in 5 to 8 biz days.
Last Friday, on the 7th biz day, I called to check and got a recorded message, "A pharmacist is doing a final accuracy check on your prescription." There was no mention of anything further needed from me or my doctor.
Today, on the 9th biz day, Accredo said my doctor also needs to submit a new "authorization," since my initial request, way back in late September, had been denied. No mention of this had been made in any of my previous three phone calls.
So that is where things stand now, with yet another step required and, as far as I know, many more still to be required -- nearly six months and counting after I began, including hours upon hours of aggravation, phone calls, and fruitless requests for assistance.
I'd like to thank the following people for their role in this debacle:
David Cordani, CEO, the Cigna Group, which owns Express Scripts
Adam Kautzner, Pres., Express Scripts
Katie Walsh, Express Scripts COO for Pharmacy Benefits Management
Timothy Wentworth, CEO, Accredo Health

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