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Express Scripts Complaints 200

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7:21 pm EST
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My health insurance uses Express Scripts as their pharmacy manager. I take medication for HIV and cannot skip doses because the chance for resistance is too great. The HIV meds have to be ordered from Curascript, an Express Scripts Company. In January while I still had plenty of medicine I ordered a 3 month supply of Viramune. On their website they had the...

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9:54 pm EST

Express Scripts only a customer for a week... might not be for 2

Mail order is suppose to be easier, cheaper and more efficient...so far..not so much. I am a 37 year old, new customer and I called in about a week ago to set up my 5 perscriptions. The agent was friendly, polite and I left the call with a feeling that this service was going to be cost effective and save me time.
Today I get a voicemail that there is an issue with my order and to return the call. When I called in I was informed that I have an outstanding balance and my order would not be shipped until my balance was brought under $150. I thought that was interesting since I haven't received any medication.
I specifically asked how I would be billed. The agent said "We will just invoice you when you receive the medication." Had the 1st customer service rep explained that since I didn't have a credit card on file I would only be able to have $150 in outstanding co-pays, I would have provided a credit card.
I authorized the agent to charge $40 which was at his suggestion and this would prompt the rest of my order to be shipped. Only for him to place me on hold and tell me that he was mistaken and the balance needed to be paid in full for the meds to be released. Needless to say my first week with your company has not been a good experience.

I would suggest that at the end of a new customer sign up a short disclosure be read to the customer explaining payment and other important policy.

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metaluna
Escondido, US
Feb 23, 2012 2:26 am EST

As long as you continue to do business with them, you'll have a lot of headaches, lies told to you and will never receive your medications until long after you run out of them.

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2:11 am EST
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Express Scripts no returns or refunds

My doctor's office accidentally faxed Express Scripts a prescription instead of mailing it to me. Express Scripts took $347.31 from my checking account without my authorization even though I had told them I no longer wanted automatic prescription shipments. When I noticed they had taken the money, my doctor's office called them to cancel the prescription. One man said the order would be cancelled and my money would be refunded. The next day a woman said the order would not be cancelled because the order had already shipped. It was not shipped until 4 days later. They refused to take the shipment back. Visa refused to get involved saying the issue was too complicated. Medicare Part D and CMS said Express Scripts had to take the order back. They said not to open the package, they would call me back and tell me what to do. Neither called back, returned my calls nor answered my letter. The California State Attorney General said they would investigate the issue if more people complained. Someone needs to do something to get this company in line as they are harming people and putting people's lives in jeopardy. The complaints on the internet about this company are serious.

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10:43 pm EST
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Express Scripts ignoring specific mail request!

On 12/7/11 I called and requested to speak to a CSR for urgent information on my delivery of a prescription which was just dated for refill..I told her the details of needing my medication delivered express delivery to my home address, as I am about to leave for an extended trip to Az./Ca.. She took down all the the info. and asked if I would accept the $21. chg. for express delivery. I agreed and thought everything I specified was in place. Today 12-11, I called to find the status of my prescription, and was shocked to find it had been processed in regular mail delivery and would be received approximately 12-20! I asked to speak to a Supervisor, she brought up all the notes taken by the CSR, but blamed it on the Pharmacy Dept. for neglecting to follow the instructions. I will now be required to call and ask my doctor for an interim refill and have it called into a local Pharmacy. Plus I will have the added burden of not having my daily meds. until I return home where it has been sent REGULAR MAIL! This Company is very ill-run, slip-shod, and has a careless attituude about satisfying all it's paying members.

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11:32 pm EDT
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Express Scripts incompetence

This is not only a terribly incompetent and unorganized company, but they lie! I've been trying to get my prescription for almost a month and they always have another excuse. Here are a few of their lies - my response is in parenthesis):
- we tried to call you to verify your address, but the phone was constantly busy ( I have call-waiting and caller ID!)
- we will overnight it to you at our expense as we couldn't reach you. (never got it)
- your credit card is expired (why didn't you tell me that when I spoke with you last week! And why didn't you call and tell met that!)
- your number was busy. (that's what you said last week - again I have caller ID and call waiting + I gave you my cell in case there was a problem)
-well what is your number? (the same number I gave you last week - here it is again.)
- oh that's the problem we didn't have your number down right (I verified it 5 times before I hung up last week - you're liars)
-we'll over ride it so you can go into a local pharmacy and pick up enuf til you get it (I can't afford the copay)
-well that's all we can do (ok, then just call it in)
-we can't do that, you have to take in a prescription (you have my prescription)
-call your doc (he's away)
- go to the ER (I CAN'T AFFORD THAT - JUST GIVE ME MY *&(&^)%$# MEDICINE!)
- we'll over night it and you should have it in 5 days (THAT'S NOT OVERNIGHT!)

And on and on. I can't take these people! And then there's my compounded prescription. My blood levels went down and the doc said it was as if I wasn't taking anything. This is thru our the UFT & GHI. Those of you with these problems...we should get rid of this company.

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George Stewart
Whitney, US
Nov 06, 2011 12:46 am EDT

Express Scripts is a horrible company. I have been repeatedly lied to regarding their failure to fill a prescription. Unfortunately, Express Scripts is my only option for 90-day supply of heart medication, as ES is the government contractor for Tricare Mail Order Pharmacy, which serves retired military.

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8:28 pm EDT
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Express Scripts horrible service - no prescription after 1 month and double charing me!!

I had dealt with this company, on a billing basis for the past year. Upon calling in early June 2011 to refill a prescription I informed Express Scripts I had no insurance coverage, but would like to fill my prescription. I was told that would be fine. 10 days later BY MAIL I was told they could not fill the prescription without an up front payment (I had done billing with them for the year prior). This was time sensitive medication so I called back immediately to pay $290 and asked they please send right away since I would be out of this medication in a week. I was assured by a Supervisor that it would be send expedited mail & it would arrive in 2 days. The following day, I checked my bank account to find that Express Scripts had billed me twice, my checking was now account overdrawn. I called Express Scripts to ask why I was double billed, they said that the initial billing was a "hold" to ensure I had enough money in my account to cover the costs of the prescription, the second was the actual billing of the product! During the conversation I also found out that the order was sent regular mail, not 2 day as promised! I called my bank with Express Scripts on the line to have this "hold" of $290 removed. 10 days after that conversation, still no prescription. I called again to find the status of the order. They told me it shipped on June 21, but could provide me with any further information since they don't track their orders! A nearly $300 item was not tracked? I was to continue to wait for my medications & hopefully it would arrive. Now missing my daily medication for the first time in NINE YEARS I called and asked for a supervisor to plead for them to send out a refill right away. Each supervisor was either very rude or overly nice, none could resolve the problem. The only answer was to wait. Note, those who were overly nice were doing so to get me off their backs. They promised they would contact their highest managers and try to get me discounts or a quick refill. Those supervisors never called despite their promises or me leaving voicemails asking to please follow up with me. As of early July I gave up and just waited for my prescription to arrive. At this point I am suffering side effects of the lack of medications including mood swings, insomnia, acne and hair loss. Today, July 17th, nearly one month after the prescription was allegedly mailed, I called to see if we could please NOW finally send out a new prescription. I was told yes they could, but they would need to recharge me the $290 again! I told them that was absurd and on top of that, I dont even have the money to pay for the medications. I spoke to an especially nasty supervisor today who kept screaming "Ma'am I cant hear you, speak up" I got so frustrated at the end of the call, I said what if this was you on the other side of the spectrum, you would be angry too. She replied "I would take my ### to the emergency room to get my medications". Disgusting attitude. After speaking to her supervisor who was more polite, he asked that I call back in 4 days, making it a FULL month that that the medications had been shipped and not received and at that point only would they resend the medications at no costs. So while at work, I will need to take the time to call this supervisor with the hopes that he picks up the phone, or returns my call to finally get this item resent. In total I have spent nearly 500 minutes on the phone with this company. I have had to pay extra minutes on my cell phone plan. I had to pay a $15 overdrawn fee to my bank for their double charge. This company could care less about their customers and only think about money. Although they have screwed up since day one, they refuse to make good on their multiple mistakes. All they say is "I'm sorry" or "I apologize" with no feeling or an extreme attitude. This company should be closed down. I intended to call the Better Business Bureau once I hopefully receive my medications. BEWARE!

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Jasper2030
West Chester, US
Nov 28, 2012 5:46 am EST

This company is for profit only!

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7:33 pm EDT
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Express Scripts I'm upset again by their mistakes

Last year, I ran out of insulin and this year, so far, have yet to get my blood pressure medication. I sent prescriptions by mail and they waited 2 weeks before filling them and THEN...omg, they claim to have sent only 1 when both were mailed together. They say they have no record of the other one. Now I'm out of BP medicine and so mad that it's hard for me to breathe. This company thinks all medicine is something you really don't need. LISTEN UP EVERYONE: PLEASE COMPLAIN TO THE BETTER BUSINESS BUREAU AND LET'S GET A CLASS ACTION LAWSUIT GOING! I am and did because no company like this should ever be in business! Being out of your meds is serious problem and can kill someone.

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Express Scripts wtf?

Ok so after 10 years working for express scripts, I was fired. The company messed up my own personal order to where I was out of meds. After the third time, I was promised by the pres. George paz it would get resolved and it didnt so I went in and fixed my own order. Got fired because I was told by hr that it was against company policy for employees to work their own orders. Come to find out there is no policy nor is it in wirting in the handbook. I found what happened was that the workload was backed up over 7000 orders and and any accout with a balance was deleted and returned with no call to the customer. So I often wonder how many patients on cardiac or seizure meds had problems? Its all about the money their. The employees I worked with were awsome but the ones in st louis who actually work employee orders were absolutly horrible.

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Rachel0721
US
Nov 21, 2015 2:51 pm EST

I am a seizure patient and after weeks of horrible service and a supervisor's lie's, I lost my temper. The company had to review the calls and pay for my 90 day fill after trying to blame me for dropping the ball. Every time I try to fill my scripts, there is an issue. I just got off the phone today after having my meds denied. I've been on them for a few years and now my plan has changed. I'm amazed that my Dr is required to submit clinical information but there isn't a licensed Dr reviewing the information. My request for records and account disclosures has been denied multiple times. I'm now filing complaints with the appropriate governing bodies and HIPAA.

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3:08 pm EDT

Express Scripts unhappy with customer service

I had the great pleasure to speak with someone in your customer service, also with a supervisor, and pharmacist. However they have all been unwilling to help me get the medication that my daughter needs. My daughter is a type one diabetic on an insulin pump. Her insulin needs have increased and there for a new prescription was faxed to you. She had been receiving 6 vials of insulin and the change was upping it to 8. When we received the order we only received 5 vials which clearly is not enough when we were running out on 6. We have been told that it was filled correctly according to doctors instructions. After speaking with the doctor it was clear that a mistake had been made in her instructions. She offered to call in a new prescription and see if you could edit the old one so that we could receive the needed 3 vials but all that we have talked to have been unwilling to do so. They are very happy to send out more as long as they can charge us again for a copay. We are a working family where money is tight and can't really afford to put out more for a mistake like this. If this had happened at a local pharmacy we would not have picked it up until it had been sorted out. We also feel that if the script was showing differences then the doctor should have been contacted to see what was correct. Overall just very upset and dissatisfied with my experience and the way that all that we talked with couldn't care less. All had the attitude of get me off the phone and be done with this. So sad to see a company care more about money then the customers who support them. If we can not get this worked out we will be letting you go, surely there are other pharmacies who would be happy to give us what we need along with great customer service.

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bend8pen
US
Jun 29, 2011 3:35 pm EDT

I sent a prescription for a drug to ExpressScripts, which my BCBS policy partners with. The prescription was for a 1-month supply with 4 refills. I got charged $90. When I checked the ExpressScripts web site, it posts a $90 fee for a "90 day" supply of the drug. I called customer service and asked why I was charged a $90 fee for a 30-day supply. The woman I spoke with said they charge the same whether it's 30- or 90-day supply, and if I want a 90-day supply I need to have the doctor write "90-day supply" on the prescription so that they'll send me three months' of meds at a time. I asked her why ExpressScripts didn't just send me three months' worth since there were refills available. She said that's their policy, they only send one if the doctor only writes for one, but they still charge for three.

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PeopleAreStupid
Belle Plaine, US
Jun 18, 2011 3:43 pm EDT

This is the problem with patients today, putting blame on the wrong people. PBMs cannot question how a Dr. writes the prescription. It is THE PATIENT'S responsibility to make sure the prescription is correct, and if not, that's a Dr. issue. PBM did their part by filling the prescription. There are no "insurance requirements regarding copays." First off, PBMs aren't an insurance company. They only answer questions how the pt's PLAN set up their copays. THE PLAN (employer, HMO, etc) is the one who is paying for the service, and they tell the PBM what they want covered or not.

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1:09 am EST
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Express Scripts work here at your own risk

This company promises things to its employees that do not happen. For example, they say there are opportunities for training and advancement, but not for the vast majority of its employees. If the company wants you doing a particular job, you will be in that position for the duration of your employment with them.

Technically, employees earn 4 weeks of PTO each year, but getting the necessary approval to take any of it is another story.

During the recent blizzard, those who did not come in to work were not only received penalty points; they were not allowed to use PTO for it, so they were not paid either. This included employees who were pregnant and those who had children.

Now this company is planning to lay off 700 workers and replace them with temporary contract workers.

They treat employees like commodities rather than humans, unless of course you are connected to the right manager or supervisor. If you know the right people and kiss the right backsides then you receive all the praise and job security that you would ever need.

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Update by ISIS ROSE
Jul 17, 2011 11:45 pm EDT

The person who wrote the original complaint here does not work at Express Scripts anymore.

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Laurcelletni.
Falls Church, US
Mar 13, 2011 8:27 pm EDT

Hi there. I know who you are because I work, and manage, at your place of employment. I don't think it's a good idea that I let you know who I am though. First, complaining is not a good idea. You have a job and are getting paid so stop complaining. Second, I am going to help you get a job in a different department. You may not like the work but it will keep you busy. A wise man from China once told me "bad idea for person to complain on website".

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4:31 pm EST
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Express Scripts pharmacy error - refusal of refund multiple times

Company erroneously fills the wrong prescription multiple times yet refuses to issue a refund, correct the order, or accept return. Please file your complaint with the ftc! The form is a little long, but is the best chance of government intervention. Thx

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mabba
Maple Heights, US
Nov 16, 2011 3:02 am EST
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Express scripts and care scripts are not about their customers but rather all about the money. I live in Ohio and I have receiving this company service for about four years now. Ever since PEER’s (Public retirement) let care scripts take over our pharmacy care, I have had nothing but trouble as well as health related issues. I am currently taking Lovenox, and care scripts cannot deliver my medication on time. When I contact the company they lie corresponding that they are going to deliver one day and I never receive the medication. This medicine is a life line for me I need this medicine to live, I have been put in the hospital so many times because of this company that new clots and old one reactivating. I have called this company and Ohio retirement fund all day Friday and I continued to called Saturday; when I finally reached the care scripts they promised me that the medicine would be delivered on Friday, Saturday and Tuesday. I spoke with them today and the company continued to lie and say they never told me anything, but they forgot it was documented that they told my doctor’s nurse about the delivery Saturday. I spoke with care scripts again Monday and they told me that my copay would be up from anything the range of $20.00 to $150.00 each month and I cannot afford that kind of money every month alone withe doctor fees and other medications. The company is based the increase on the fact the doctor doesn’t known anything about my case sending in a prescription for a generic brand. When I spoke with my doctor about the situation and if this was true and he stated he did not know anything of the heprin medication never been on any medication other than the lovnox. I have not been tested for this drug and I am afraid to take this medication. I have a low tolerance to Wafferine, so I cannot take that; also I cannot take anything with aspirin due to me being allergic. I am asking if you can please help me, if not for me for other clients that express script holds, this company only cares only about the money. The company could care less about the health of a person. I feel the company should be shut down and the pharmacies who work with them should lose their license, because they are many are not receiving medication not prescribed for them. The only thing this company believes in is generic medicine no matter the reaction the reaction the people may have. My name is Mable Siemientkowski, and my email is siemientkowski@att.net.

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9:21 pm EST
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Express Scripts pricing

My wife works for FCPS and their insurance uses Express Scripts for prescriptions. I have high cholesterol and the doctor has prescribed the generic drug Simvastatin 20mg. The price last year was $14 for a 90 day supply, and it jumped to $50 this year. I can go to the Harris Teeter and pick up a 90 day supply for $9.99, plus $4.95 for their pharmacy membership card.

I called Express Script and they claim that the $50 co-pay is the right amount for the 90 day supply of Simvastatin. I mentioned that it was $14 back in December 2010, which she stated that "everything goes up in price". Terrible customer service and downright rude!

Even though it's their pricing mistake, they will not admit it.

George Moy
Falls Church, VA

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curlfreak
Eden Prairie, US
Apr 25, 2011 5:11 am EDT

It's more than likely not a pricing error. What more than likely changed is your copay structure.

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Express Scripts Loosing Prescription

I mailed 2 prescriptions to Express-Scripts in Pennsylvania, I live in Vermont which is only about 2 days by mail. After 7 days not hearing from them I went on the website and saw only one of my prescriptions being processed. I called them and they could not find the other saying it may have fell on the floor! They searched some more and still can't find it. How unprofessional! How can you have one but not the other? And WHY would it fall on the floor and be left ?
I now have to call my Doctor AGAIN and have another script written and called in to my local pharmacy. I had already done this to cover the time in transit for Express-Scripts to fill, but they took too Long and now have lost it.I will be sick tomorrow, there is a blizzard coming and I am praying my pharmacy will be open! I will NEVER send Express-Scripts another order.

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upsetcbn
Port St. Joe, US
Sep 24, 2013 1:02 pm EDT

Express-Scripts sent prescription to wrong (old) address. Prescription was then lost and had to wait over a month for it to be resent. They then sent double the amount and would not refund for the lost prescription. I have tried to resolved the issue online, by telephone, and by writing. The company will not respond, they just keep sending bills/statements. This has been going on for over 4 months now. The company is incompetent and has poor customer service and business practices.

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Express Scripts many mistakes - poor service

Ordered prescription in June, as of July 31 no medicine. Have talked to 5 supervisors and as many services reps. NO person has the same story. The story changes between chats even with the same supervisor. I have been misinformed and lied to. My Dr. has called them 3 times. Last refill was a long drawn out delayed mess, as well. I am out of med and they could not care less.

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gkinslow
Hollywood, US
Dec 21, 2010 4:32 pm EST
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Amazingly enough, my experiences with Express Scripts are documented in the above comments. I have HAD to use them for the last 3 years because of my companies insurance. I have yet to have a good experience. Not once or twice but EVERY TIME I've put in a prescription for myself, spouse, or children there has been problems. I've tried mailing it in using their form, and I've tried having the doctors call in the prescription with me standing there to verify. In one instance one of my doctors calling in the script was given such a hard time by Express Scripts that I just knew he was going to go through the phone.

The script is mailed or called in. After about 4 weeks I might receive a letter letting me know, in short, there was a problem. I call E.S. and they tell me what needs to be done. I call my doctor and he calls the phone number they gave me and faxes in a script again. A couple of days later I call the doctor to verify they sent it in; they confirm it. Then I call E.S. to verify and they state that they have talked to no one and have received nothing.

This cycle goes on at least 3 times before they majically get the script and process it. By this time its not needed or my spouse it in the hospital.

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Express Scripts
US
Aug 30, 2010 9:47 pm EDT
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Now I don't feel alone. I am undergoing the exact same torture. A prescription for a Narcotic which I have been taking for 3 years- read addicted to- was mailed in and I followed up with a phone inquiry to make sure that they had received it. I was assured they had. That was 6 weeks ago. First they said the pharmacy lost it so they cancelled the order without telling me. Then they said the my doctor sent them the wrong dosage. Despite assurances 10 days ago that they would expedite the order, today I got the message that they received the proper prescription from my doctor on Friday but it takes 24 to 48 hours to "get it into the computer for Customer Service" and I went ballistic...AGAIN. Told them I don't care when "customer service" gets it into their computers, if the pharmacy got it, then it should be in the mail as of Friday as they said it would be. Oh, and forget about getting return phone calls from the people who sweetly tell you they will call you back. As of today, I have spoken with 5 different "supervisors." None of them will pick up their phone when I call them. Nor will any of them give me their supervisor.
The clencher, I started calling Anthem, my health care provider who should be handling these ### and now the sweet little thing who claimed astonishment and concern, she isn't returning my calls nor is calling me back like she said. When I asked for her supervisor, the kid says he will take my phone number and the supervisor will call me back in 24 to 48 BUSINESS HOURS. Never heard that one before.
God, I am glad I am sixty. Can only guess what these people in customer service now are going to get when they turn 60...their dues for lying for their wages, that's what.
As a tip for whoever reads this, I went ahead and had my doctor send me another prescription. I am done trying to save 20 bucks by using these jerk offs.
Larry Yuva

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MELZZZ
Tinton Falls, US
Aug 20, 2010 3:40 pm EDT

A Express Scraps is absolutely the worst mail order pharmacy I've ever dealt with.

Because of a small problem with a single prescription, due to the clerks in my doctor's office sending in a wrong dosage, four other prescriptions are held up so far for close to two weeks. This included vital items like Humulin insulin, Cozzar, diabetic syringes and others.

Things got so bad I had I had to to ask my doctor for new prescriptions as I couldn't wait for Express Scraps any longer.

They lie to you about shipping dates as easily as other people breathe! I too spent hours on the phone with their 'Patient Care Advocates' and supervisors without getting satisfaction.

My intial order for five prescriptions wre received by them on Aug. 10, 2010. Their recorded messages to me were comical. First, one said I the order would be sent on Aug. 14th. The next day I received a message that a problem exists and I must call them
. So, I called and supposedly everything was resolved.
Next day, a recording said a 'problem' exists and I should call.

This cycle of giving a ‘send date’, then a subsequent messafe holding up one’s order has repeated itself three times already. Yesterday, I received a message that my order will be sent Aug. 25th. Today, I received a recorded message that I should call them as a ‘problem’ exists!

I only have two words to say to Express Scripts and it aint: HAPPY BIRTHDAY’!

MEL SCHNEIDE at trader_melz@msn.com

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Jeff Stack
Fredericksburg, US
Aug 14, 2010 6:02 pm EDT

I HAVE HAD THE EXACT ISSUE THREE, COUNT THEM- 3 - TIMES ALREADY! IT GETS WORSE EVERY TIME. They don't seem to care these are life saving medications. They must have like 2 employees working overwhelmed. Corporate America yet proves again it is incapable of providing better customer service. What's worse, management is not held accountable and does not care. Where is the United States I grew up in?

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10:16 am EDT
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Express Scripts hateful, uncaring

I was employed with Express Scripts, or ESI as they call themselves for 10 months. During this time, I was both mentally and emotionally abused. How, you ask? 1) My father passed in July of '09, during his last few days with hospice, I spent 5 days with him until he passed. I was given 3 days of bereavement, and upon my return to work 2 days later, first words from my mgr.'s mouth was that they need a death certificate or official announcement. Then, I was escorted to a private office and was given an "official" write-up (disclipanary action) on my permanent record for missing the additional 2 days. Not one person asked anything about my mental state or about the family. However, the young lady next to me, same tenure with the company, had her grandmother pass away (according to ESI's own Policy manual, this is not immediate family, and is only granted 1 day of bereavement). Well, because she was applying for a spot to management, and, it was well known she was extremely well like and upper management wanted her moved to that position, she was allowed to not only leave the country to go to Peru for 10 days, for the funeral, but all disclipinary action was waved, and nothing was entered to her personell record at all. 2) 3 months later, in October, I began to have chest pains while at work. An employee called 911 and I was transported and subsequently admitted to Florida Hospital. I received a call from ESI's HR Director, while in the E.R. wanting to know if I was coming back to work. After I was released, 4 days later, (coronary artery blockage), I went to return to work and found my electronic key was "locked" and I could not get in the building. I was met by several security officers and escorted to H.R. Where again I was placed in an empty office in the back of the building, placed in the back corner while the HR "Director" and another manager sat, blocking the door and told me I was fired. I was RELIEVED! 3) You see, not only did I work for ESI, but I worked in there very expensive, very high powered "biologics" division, CuraScript. CuraScript dispenses life sustaining drugs for such as cancer patients, HIV, Hepatitis C, and Renal Failure patients who have been forced to try to obtain these very delicate, very temperature and time sensitive I.V. treatments by mail order. I had witnessed, first hand, mishandling of prescriptions that had been faxed or called in by Oncologists, and other Specialty M.D.'s. Rx's misplaced and lost. Life sustaining meds held back from shipping to patients desparate to receive it because ESI's own incompetence in dealing with the patient's insurance, could not get verified. Calls to our insurance verification dept., with "kids" 18 to 25, hastily trained, and unconcerned, losing contact phone numbers, Prior Authorizations, coverage determination and documentation, lost, or sent to us, but because of their inexperience and disorganization, was never followed up on. Or, the answer I usually got, I don't know how to do that. All the while, all day long, while I'm fielding calls from doctors, patients, treatment centers and hospitals raising holy H-e-*-* wanting to know where there patient's therapy drugs were. It was stomach turning. I remember once receiving a call from a young man with Hep C, desparate to get his Ribivirin and Pegasys, but was waiting for his insurance to make a coverage determination. Because these medications are extremely expensive, and generally NOT available @ your neighborhood CVS or Walgreens, he offered to pay with his credit card just to get a few days worth to hold him over, because he was getting so sick and his viral load was rising. I was specifically told by a manager, "No, we do not do that. We would have to break a package open, and worse, pay for the shipping ourselves, we don't like not dealing with the insurance payments, so tell him he'll have to wait or go to an E.R. in his area". Problem is, even some E.R.'s do not have many of these specialty, biologic modifiers "readily" available and the cost to patient, of course, can be devastating if they have to visit the E.R. They did me a great favor. It was heartbreaking and very heavy on my soul to see this, everyday, and unable to do anything to help or change the situation. My heart goes out to anyone who is forced to use this "mock" mail order pharmacy, simply because the company that you work for and provides your benefits, really doesn't know just how bad it is behind that corporate vail.
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NCrane
US
Nov 15, 2012 4:25 am EST

I have had nothing, but difficulty with Express Scripts. Recently, they decided that they will only pay for medication on their "preferred" list. However, these "preferred" medications won't work well for me. I called them, and was told that they had nothing to do with this, that I had to call my provider. When I called my provider and broached this subject, , the first words out of the representative's mouth were, "Didn't Express Scripts tell you about the appeals process and send you a form?" He said that he would contact them and have this taken care of. Almost a month later, after great frustration, I threatened to go to the media. Finally, someone called me. I was told that they were sorry and that their customer service people were just learning about the appeals process. I was told to write a letter of appeal, that there was no appeal form. When asked if I needed physician documentation, I was told that having that might help. There is obviously NOTHING in place for his process. I have just finished writing my appeal letter. Considering that these changes take place in January and that they will probably get hundreds of appeals and have only a few people reading them, I did not get documentation as this will take more time. In my dealings with Express Scripts and those of others whom I know, I would say that Express Scripts could not care LESS for people and their needs. Again, it is about the wealthy, taking advantage of the middle class.

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Express Scripts doesn't care about emploee or patients

I was employed with Express Scripts, or ESI as they call themselves for 10 months. During this time, I was both mentally and emotionally abused. How, you ask? 1) My father passed in July of '09, during his last few days with hospice, I spent 5 days with him until he passed. I was given 3 days of bereavement, and upon my return to work 2 days later, first words from my mgr.'s mouth was that they need a death certificate or official announcement. Then, I was escorted to a private office and was given an "official" write-up (disclipanary action) on my permanent record for missing the additional 2 days. Not one person asked anything about my mental state or about the family. However, the young lady next to me, same tenure with the company, had her grandmother pass away (according to ESI's own Policy manual, this is not immediate family, and is only granted 1 day of bereavement). Well, because she was applying for a spot to management, and, it was well known she was extremely well like and upper management wanted her moved to that position, she was allowed to not only leave the country to go to Peru for 10 days, for the funeral, but all disclipinary action was waved, and nothing was entered to her personell record at all. 2) 3 months later, in October, I began to have chest pains while at work. An employee called 911 and I was transported and subsequently admitted to Florida Hospital. I received a call from ESI's HR Director, while in the E.R. wanting to know if I was coming back to work. After I was released, 4 days later, (coronary artery blockage), I went to return to work and found my electronic key was "locked" and I could not get in the building. I was met by several security officers and escorted to H.R. Where again I was placed in an empty office in the back of the building, placed in the back corner while the HR "Director" and another manager sat, blocking the door and told me I was fired. I was RELIEVED! 3) You see, not only did I work for ESI, but I worked in there very expensive, very high powered "biologics" division, CuraScript. CuraScript dispenses life sustaining drugs for such as cancer patients, HIV, Hepatitis C, and Renal Failure patients who have been forced to try to obtain these very delicate, very temperature and time sensitive I.V. treatments by mail order. I had witnessed, first hand, mishandling of prescriptions that had been faxed or called in by Oncologists, and other Specialty M.D.'s. Rx's misplaced and lost. Life sustaining meds held back from shipping to patients desparate to receive it because ESI's own incompetence in dealing with the patient's insurance, could not get verified. Calls to our insurance verification dept., with "kids" 18 to 25, hastily trained, and unconcerned, losing contact phone numbers, Prior Authorizations, coverage determination and documentation, lost, or sent to us, but because of their inexperience and disorganization, was never followed up on. Or, the answer I usually got, I don't know how to do that. All the while, all day long, while I'm fielding calls from doctors, patients, treatment centers and hospitals raising holy H-e-*-* wanting to know where there patient's therapy drugs were. It was stomach turning. I remember once receiving a call from a young man with Hep C, desparate to get his Ribivirin and Pegasys, but was waiting for his insurance to make a coverage determination. Because these medications are extremely expensive, and generally NOT available @ your neighborhood CVS or Walgreens, he offered to pay with his credit card just to get a few days worth to hold him over, because he was getting so sick and his viral load was rising. I was specifically told by a manager, "No, we do not do that. We would have to break a package open, and worse, pay for the shipping ourselves, we don't like not dealing with the insurance payments, so tell him he'll have to wait or go to an E.R. in his area". Problem is, even some E.R.'s do not have many of these specialty, biologic modifiers "readily" available and the cost to patient, of course, can be devastating if they have to visit the E.R. They did me a great favor. It was heartbreaking and very heavy on my soul to see this, everyday, and unable to do anything to help or change the situation. My heart goes out to anyone who is forced to use this "mock" mail order pharmacy, simply because the company that you work for and provides your benefits, really doesn't know just how bad it is behind that corporate vail.
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Sayed haider
Bronxville, US
Nov 22, 2021 5:22 pm EST

A totally incompetent and irresponsible pharmacy. I ordered are fill and the representative advised that the medicine will be shipped and delivered in 7 to 10 days. After two week and no medicine arrived, I called to check as i was out of medicine. First they could not find the record for the drug, It took them 45 minutes to locate the order and the status of shipment. I was than told that the order was not shipped and they will have to go back to the doctor to get a prescription and then ship it. It would take one to two weeks. I was told to contact the doctor and get a different prescription for14 days till their shipment arrives.

For two weeks they never bothered to contact me and advise that they, for unknown reason need a new prescription, (even though they had the prescription for a refill),

They are zand care nothing and do not care about the needs of its patience whose iife may depend on it. They also do not admit their mistakes nor try to take necessary steps to rectify it by offering a helpful solution.

Never going to go to this supplier and hope that Federal Government would punish its irresponsible attitude.

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Maria J Cerqueira
US
Nov 04, 2017 5:13 pm EDT

I think it’s time to get audited them the federal government or whoever deals With these pharmacies!
and shut them down!
You have people with terminal illnesses suffering without the medication because the incompetence of management not doing the jobs in the meantime people that are dying are waiting for the medication continue to suffer is that right no absolutely not right not acceptable I too have been waiting for a month waiting for my medication to be shipped to me and I am still waiting!
Every 90 days I receive class III drugs from Express Scripts I have no other way to obtain these medications local pharmacies do not carry this particular drugs!
I’ve gotten excuses from
Express Scripts was postdated! we cannot except it we have to follow the guidelines !
Your script came in to soon we cannot have it here we have to ship it back to you!
second we never received your prescription check back in
a week?
they had the script in house why!
Shipped another one to them pay $23 to have it sent to them!
overnight call the next day yes it is here we are working on it!
A week later it’s still in the same spot!
they knew I was out of medication!
I was a month out Of meds!
No one cared!
called lback day after day!

The end of September it’s November 4th I am still waiting for my medication !
I have suffered with pain I had suffered with withdrawals I have suffered mentally emotionally!
Returned script back now they have two Scripps in Express Scripts I have been waiting for a month sitting on the shelf waiting to be shipped I have been calling back day after day after day we have to follow regulations we have a procedures we have to follow etc. etc. etc. every day is the same answer I get back and I am still waiting for my meds not acceptable not acceptable at all we are at the government we are at the regulations where Let’s all get a lawyer!
I think we all entitled to get reimbursed for pain and suffering!
and that manage these pharmacies!
Obviously I am not the only person dealing with Express Scripts and their incompetency I think it’s time that we all do something let’s go to the media?
looks expose them?
What can we do?
So whoever is running this company has to face the facts of making people suffer unnecessarily!
Please help!

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Maria J Cerqueira
US
Nov 04, 2017 4:42 pm EDT

I think it’s prescription get audited by the federal government or whoever deals with these people and shut them down!
You have people with terminal illnesses suffering without the medication because the incompetence of management not doing the jobs in the meantime people that are dying and waiting for the medication continue to suffer is that right no absolutely not right not acceptable I too have been waiting for a month waiting for my medication to be shipped to me and I am still waiting!
Every 90 days I receive class III drugs from Express Scripts I have no other way to obtain these medications local pharmacies do not carry this particular drunk I’ve gotten excuses from your script was postdated we cannot except second we never received your prescription check back in a week they had the script in house why?
Returned script back now they have two Scripps in Express Scripts I have been waiting for a month sitting on the shelf waiting to be shipped I have been calling back day after day after day we have to follow regulations we have a procedures we have to follow etc. etc. etc. every day is the same answer I get back and I am still waiting for my meds not acceptable not acceptable at all we are at the government we are at the regulations where Let’s all get a lawyer!
I think we all entitled to get reimbursed for pain and suffering!
and that manage these pharmacies!
Obviously I am not the only person dealing with Express Scripts and their incompetency I think it’s time that we all do something let’s go to the media looks expose them so whoever is running this company has to face the facts of making people suffer unnecessarily!

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tharoc
US
Oct 08, 2014 12:39 pm EDT

I am Rocky and have always cared for MY patients as i took supervisor calls and rushed all orders even if i knew it wasnt urgent due to the fact that i CARED! :)

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Cathy H>
Dumont, US
May 25, 2012 12:37 am EDT

I was forced by Express Scripts to use Curascripts for my speciality meds. I was not happy about doing this and went into this with a negative attitude. It bode me well because other than a "patient advocate" Rocky I have had nothing but a horrible experience. No one cares. Patient advocates my eye. I also feel that there is discrimination going on depending on the disease process. There is also no way to send complaints via e-mail or other wise. Hopefully, I will not have to deal with them for a long time.

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Thvillebear
US
Feb 19, 2012 8:22 pm EST

I have to say I am sorry you lost your job, but at the same time I am glad you no longer work there as you seem to care and people who care should not work for such an uncaring company. I am HIV+ and am forced to deal with this joke of an outfit they can't get my order straight and now I will run out of my HIV meds Friday because of their incompetence. At this point I am convinced my insurance company has their fingers crossed that people with chronic conditions will die and as a result save them money. I have never dealt with such an uncaring company that likes to play with peoples lives!

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2:45 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Express Scripts trying to some satisfaction

For months I have been getting mail at my home for Dr. Michael Dattoli. I have written on the envelope "Does not live here, return to sender", I continued to receive information. I finally opened it to see if I could contact Express Scripts and I called the phone number listed on the letter and left a message as I was instructed to do so. I then followed up with an email and got the response someone was looking into it. I received a phone call and was given a number to speak with a supervisor and it would be taken care of immediately. I called and the supervisor acted annoyed with me! I continue to get the mail and each time it is for a different patient of this doctor"s. I now use the number on the letter to fax all the information that I have received again requesting my address be removed from their computers. I get no response, I then contact the fraud department and leave a message for the Chief Medical Officer Ed Weisbart, MD who by the way signed the letter that I am getting these numbers from. I get a phone message from his asst. Susan Gaffney and of course no phone number to call back to and they are working on it. Bare in mind this is now going on for about two weeks since I decided to open the envelope. I get a call from Melanie Fogarty to tell me they are working on it but no one got any of the information I faxed, that was not the number, well updated your form letter with the proper information! I even went as far as to google Dr. Dattoli and called his office in Florida! and informed them. The sad part is that the information is for differenct patients and their information is going God knows where.
I received another call from Melanie and she told me it was all fixed and I reminded her that I wanted something faxed in writing explaining what happened. Here is what I received: "Dr. Michael Dattoli's address has been changed from being in Glen Gardner, NJ to his Florida address." Gee, I feel better, I would like to know how my address got into their computer system and I was told she could not tell me that! But it was not a third party! Woohoo! I am still waiting to find out what happened! Beware of using this company!

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dunger34
trois riviere, CA
Aug 29, 2013 11:48 am EDT

poor serive with no communication

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Adam Hebeler
Tuckerton, US
Jun 12, 2012 12:09 pm EDT

Why is this company allowed to commit theft! My family members and myself have been getting phone calls and literature to use express scripts claiming this service would be a cost savings. Finally decided to try it. My wife was against it from a previous bad experience she had with her medications. Express Scripts sent her the wrong dosage and scripts. I was misled by the customer representative, she told me my account would not be charged for two to three weeks when the products would be delivered. The next day I checked my checking account and the monies were extracted out of my account. I called requesting to cancel the order. I was told can't be done, products have already been shipped out. Not true the medicines were still at there shipping center in ST. Louis Missouri. Called the company back requesting a credit for $272.45. Let the run a round begin. On 05/31/12, I did talk to one person who helped me. She explained that Express Scripts could not charge you more at your pharmacy if did not use their service, but Express Scripts must be contacted to negate the extra charge. She also explained to me that I would receive my credit by 06/12/12 since the products never left the shipping center in Missouri. I have spoken to 9 employees who could not resolve my problem. Policy and Procedure. Once shipped can't be returned. I canceled the order before the product was shipped. Adam H

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b a clark
tacoma, US
Jun 16, 2011 4:05 pm EDT

They are the most uncaring rude people. Only care about the money. I have come to find out it is going to be the same or small difference to pay for my prescriptions out of my pocket-which is of course is what the insurance companies want you to do! I am diabetic and it can take over 3 weeks to get my prescription refill. They left a message to call and they needed a credit card number, the person on the phone was so rude and finally hung up on me. when I called back to talk to a supervisor she told me that she must have been transferring me. I told her that is not true, because I had to call back-but she said that was not so. I have decided to give in to the insurance companies and pay my own costs. Insurance is the reason that we have no other choice either espress scripts or pay for it yourself. What a racket! I bet they have kick backs from the insurance companies for every person who gives up. I do not trust they are giving me the correct medication and my life is worth more than a few dollars. I trust my local pharmacy. They talk to you, they will answer questions, they keep you up to date on changes and it only takes a day to get my medicine. This is the worst company ever and even more scary because they hold your life in your hands and and they DON'T CARE -they will tell you that-just awful, hateful and just plain mean.

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Rich Collins
Cranberry Township, US
Feb 25, 2011 9:34 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

How do you expect the "poor" President/CEO of Express Scripts, George Paz, to be motivated to streamline his company's operations when he was only remunerated a paltry $13.8 million in 2008!

Most of their employees are hostile on the telephone and adamantly refuse to divulge their full names: "I'm the only Cindy here" refrain becomes disgustingly common. I have faxed George Paz and received the same type of reply from Melanie Fogarty - "their working on it.

Richard - Feb 25, 2011

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The first thing I would like to say is that Espress Scripts is the worst place to work. I have been mis-treated the whole time I have been working there. The office I work for is in Harrisburg PA. This is 1 of the last Union shops for Express scripts. Mangement doesn't know how to tell the truth. They have a computer system called Peoplesoft.What the People...

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This place sucks to work at. The first week I started working there was when they started giving me trouble. I was invited by the lead supervisor to make suggestions to improve productivity. I thought I was qualified as I had just come there from Caremark after their Dec. layoff. I typed up a page of suggestions like a proposal. I was hoping to get a raise...

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My doctor writes 90day scripts and this saves me money. I had refills sent 12/06/07 and when I received them from UPS I opened the package and knew right away some medicine was missing. I counted the pills, propoxphene, and there were 120 pills and it was suppose to be 180. I was missing 60 pills. This is the third time they have shorted my medicines. I...

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About Express Scripts

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Express Scripts is a pharmacy services company putting medicine within reach. Through bold action, specialized care, data insights and innovative solutions, we deliver smarter pharmacy services – making healthcare more affordable and accessible for millions of people.
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3. Writing the Title:
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4. Detailing the Experience:
- Mention key areas of concern such as account access issues, transaction problems, nature of the issue, steps taken to resolve it, personal impact, etc.
- Provide relevant information about any transactions you had with Express Scripts.
- Explain the nature of the issue in detail.
- Include steps taken to resolve the issue and the company's response, if applicable.
- Describe the personal impact of the issue.

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- Attach any additional supporting documents that can validate your complaint. Avoid including sensitive personal data.

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Ensure each step is clearly defined to guide you effectively through the process of filing a complaint against Express Scripts on ComplaintsBoard.com. Remember to use simple language and provide all necessary details without including any sensitive information.

Overview of Express Scripts complaint handling

Express Scripts reviews first appeared on Complaints Board on Dec 28, 2007. The latest review Prescription fulfillment was posted on Nov 20, 2024. The latest complaint Tramadol prescription was resolved on Aug 28, 2023. Express Scripts has an average consumer rating of 2 stars from 213 reviews. Express Scripts has resolved 34 complaints.
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  1. Express Scripts Contacts

  2. Express Scripts phone numbers
    +1 (800) 282-2881
    +1 (800) 282-2881
    Click up if you have successfully reached Express Scripts by calling +1 (800) 282-2881 phone number 0 0 users reported that they have successfully reached Express Scripts by calling +1 (800) 282-2881 phone number Click down if you have unsuccessfully reached Express Scripts by calling +1 (800) 282-2881 phone number 0 0 users reported that they have UNsuccessfully reached Express Scripts by calling +1 (800) 282-2881 phone number
    Express Scripts® Pharmacy
    +1 (866) 529-4917
    +1 (866) 529-4917
    Click up if you have successfully reached Express Scripts by calling +1 (866) 529-4917 phone number 0 0 users reported that they have successfully reached Express Scripts by calling +1 (866) 529-4917 phone number Click down if you have unsuccessfully reached Express Scripts by calling +1 (866) 529-4917 phone number 0 0 users reported that they have UNsuccessfully reached Express Scripts by calling +1 (866) 529-4917 phone number
    Medicare Members
    +1 (877) 363-1303
    +1 (877) 363-1303
    Click up if you have successfully reached Express Scripts by calling +1 (877) 363-1303 phone number 0 0 users reported that they have successfully reached Express Scripts by calling +1 (877) 363-1303 phone number Click down if you have unsuccessfully reached Express Scripts by calling +1 (877) 363-1303 phone number 0 0 users reported that they have UNsuccessfully reached Express Scripts by calling +1 (877) 363-1303 phone number
    TRICARE Members
    +1 (877) 222-7336
    +1 (877) 222-7336
    Click up if you have successfully reached Express Scripts by calling +1 (877) 222-7336 phone number 0 0 users reported that they have successfully reached Express Scripts by calling +1 (877) 222-7336 phone number Click down if you have unsuccessfully reached Express Scripts by calling +1 (877) 222-7336 phone number 0 0 users reported that they have UNsuccessfully reached Express Scripts by calling +1 (877) 222-7336 phone number
    Accredo, a full service specialty pharmacy
    +1 (866) 216-7096
    +1 (866) 216-7096
    Click up if you have successfully reached Express Scripts by calling +1 (866) 216-7096 phone number 0 0 users reported that they have successfully reached Express Scripts by calling +1 (866) 216-7096 phone number Click down if you have unsuccessfully reached Express Scripts by calling +1 (866) 216-7096 phone number 0 0 users reported that they have UNsuccessfully reached Express Scripts by calling +1 (866) 216-7096 phone number
    Fraud Hotline
    +1 (800) 711-5672
    +1 (800) 711-5672
    Click up if you have successfully reached Express Scripts by calling +1 (800) 711-5672 phone number 0 0 users reported that they have successfully reached Express Scripts by calling +1 (800) 711-5672 phone number Click down if you have unsuccessfully reached Express Scripts by calling +1 (800) 711-5672 phone number 0 0 users reported that they have UNsuccessfully reached Express Scripts by calling +1 (800) 711-5672 phone number
    Website Support
    (888) 289-1405
    (888) 289-1405
    Click up if you have successfully reached Express Scripts by calling (888) 289-1405 phone number 0 0 users reported that they have successfully reached Express Scripts by calling (888) 289-1405 phone number Click down if you have unsuccessfully reached Express Scripts by calling (888) 289-1405 phone number 0 0 users reported that they have UNsuccessfully reached Express Scripts by calling (888) 289-1405 phone number
    More phone numbers
  3. Express Scripts emails
  4. Express Scripts address
    1 Express Way, Saint Louis, Missouri, 63121-1824, United States
  5. Express Scripts social media
  6. Maria
    Checked and verified by Maria This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 21, 2024
  7. View all Express Scripts contacts
Express Scripts Category
Express Scripts is ranked 7 among 61 companies in the Drug Store category

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