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My doctor, sent a prescription refill in October, 2014. The prescription was never refilled. I have authorization to receive pills to last 90 days. I started receiving automated phone calls stating that it was time to refill my prescription, then, I would receive another automated phone call saying that my order was on hold. I called Express Scripts, the representative told me they were waiting on my doctor's office to send the prescription. I emailed my doctor's office and received a confirmation that my script had been sent. A week later I receive in the mail a letter from Express Scripts saying they were cancelling my order because they had not heard back from my doctor's office. I call Express Scripts again, speak with another representative that assured me they would waive any fees with expediting my order and it would be handled right away. I receive another automated phone call from Express Scripts saying that my order had been received then get another phone call saying that my order was on hold. I call Express Scripts. The Customer Service representative states that they never received the prescription from my doctor's office. I call my doctor's office and speak with the nurse and she has all of the fax confirmations of every time the script was faxed over to ES. I call ES back this time I ask for a super visor. (Each time I call and speak to someone, I have to tell my story over and over and each time I get assured that my order will be expedited and sent.) The supervisor tells me that my account is on hold because it requires prior authorization' and the current authorization had expired in July. I am now mad. During all these phone calls not one time had anyone mentioned a prior authorization. I call my doctor's back. She calls the pharmacy at Express Scripts and the pharmacist agreed to send my order to me the next day. That evening I get a phone call that my order had been received then the next day another automated phone call that says my order has been put on hold. My doctor's office calls me after I received the prior message and said that everything was good and that I would be getting my prescription soon. Two (2) weeks go by and still nothing in the mail. I call ES again. I ask to speak with a supervisor. New supervisor assures me that she is monitoring my account. My order would be sent immediately, if there is any problem she will notify me. I get an automated phone call saying that my order had been received then the next day another automated phone call saying that my order is on hold. Today I call. Ask for a supervisor. She tells me there is still no prior authorization even though my doctor's office gave it back in the beginning of February (verbally). I am completely FLOORED. Now I have my doctor's office on my cell phone and ES on my desk phone AT WORK. The supervisor is very professional and responsive but at this point, I am not. She gets the Prior Authorization Department on the phone but this time they cannot reach my Dr's. office and I'm told again that my account will be monitored and the Prior Authorization form has been faxed to my Dr's. office.

Can you imagine my frustration?


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