Express Scripts
Reviews and Complaints

I spent 1 hour and 5 mins on a call with Express Scripts Customer Service to discuss a claim for reimbursement that I submitted on 9 December 2022 and noticed that they rejected this claim stating that I was refilling the medication too soon. They discovered that they had made an error when processing this claim after discussing with their supervisor and researching it they came back on the phone and told me they had discovered the error, but they did not have the authority to override the rejection, and told me I would have to call their appeals department to try and get the claim reimbursed. If you make a mistake and then expect me to call around your company to try and fix it for you, your level of customer support is seriously lacking and your being extremely disrespectful to those you are contracted with the DOD to support. Based upon this experience today 1/16/2023 I entend to file additional complaints regarding your company and the poor service.

Express Scripts works with a specialty pharmacy, Accredo. Both of these companies are absolutely horrendous to deal with. When I call, I spend about 10-20 minutes getting through their automated system only to get connected with someone who is very difficult to understand, as they do not have good English speaking skills. Most of the time this person can't help with the issue and I'd be lucky to be successfully transferred to someone else, but more likely I'd be disconnected and have to start all over again. I have been yelled at on the phone. I have been denied the ability to complete their "survey" after the call to report my experience. They do not send you a bill monthly. They would not send an itemized breakdown of the proposed due charges when I requested it multiple times. They do not specify the total cost, minus patient assistance minus insurance coverage, and total patient responsibility. I think they overcharge the patient and the insurance and are making big bucks and no one seems to do anything about it. They put a stop on all future orders due to non-payment/overdue bills (that they never sent me). This company has a monopoly on the marketplace insurance plans, as they all have to go through express scripts. I tried to change insurance plans so I would not have to deal with them ever again, but I can't find one that doesn't use them. Absolutely horrible company. If anyone has an affordable insurance plan that does not require the use of express scripts and accredo as the approved specialty pharmacy, please let me know!

Good day, please be advised that I am having a major problem with Express-Scripts in obtaining my Diabetes medicine. They billed me in Oct. 2022 for 90 pills but only sent 45 pills. Waited and waited, called and called again never received the balance. I took my last pill on Dec 30 and have been calling and calling and getting run around. My Doctor had to put an emergency order in at CVS for my medication. Appreciate Aetna looking into Express-Scripts as they are submitting payment requests to Aetna for services I and I am sure others are not receiving. Today is Monday, January 9, 2023 and I have yet to receive my Diabetes medication that Express-Scripts states... "it's on its way." Appreciate your assistance. Thank you!

Why is it ok for you to be out of my diabetes medication? even if my Dr orders a substitute, there's the red tape of the required "preauthorization"... If you can't keep the required medications in stock, then abbreviate the preauth procedures. It's not fair to the patient! exactly how long will this medication be out of stock? Its been over a month now...

My ID [protected]

I signed up for Express Scripts Medication delivery

I had a lot of questions and made several calls to learn the process and provide a list of medications. I did not need 3-month refills on some of them. I wanted to know what to do. I spoke with 4 or 5 representatives. I did not want delivery to start until January 2023. I was told it would be on hold until then with one exception that was already on the way. Two more medications arrived in December. I asked why when they were on hold, I was told because it was a new prescription. Not new to me. I have been taking it for several years and was on the list I provided to Express Scripts. The rep said she could put a restraint on the file that a new RX would not be shipped until I gave permission. I asked to speak to a supervisor who told me there was no hold or restraint on my account. She said her name was Marsha. I asked why the prior reps I spoke to would tell me those things. I was told when I signed up "I gave them permission to handle it their way". 2 of the reps were nice and helpful. The others were rude, and no one seemed to know what the others were talking about. That is incompetence

On 12/22/22 (Email) and on 12/23/22 (phone call) I notified Express Scripts that I received an email that 2 of my prescriptions had shipped. I checked the website and to my dismay found that the prescriptions had been shipped to my home address instead of my temporary address. I had filled out the temporary address form on the website and provided the dates in which I would be at this address. In speaking with the supervisor in a phone call, he was very rude, did not listen to me and interrupted me several times. He said that in addition to filling out the temporary address form on the website, that I should have also called Express Scripts. I told him that there was nothing on the website that said this was required and asked him to mail my prescriptions to the temporary address and not charge me for them ($10 each) because it wasn't my fault and that I had done everything right. He said it was my fault that I hadn't called and that he would charge me for the additional prescriptions.

I have been a member since 07/01/2021. I started fertility treatment in January 2022. I had to purchase medications out of pocket due to time specificity of this treatment. I have been trying to get reimbursed for the cost since May 2022. I have all original receipts, prior auths and drs notes on file. Yet, Express scripts keeps denying my claims saying I have no coverage for these medications.

I have been transferred from department to department over a hundred times in the past 7 months. Not to mention every call session takes more than 2 hours each time. Nobody tries to follow-up. Every time i call for an update, I have to walk them through the entire story from the beginning. Nobody has a clue as to what the previous rep put in the notes. This entire process has been so frustrating and stressful to me. Representative keep disinforming me to get me out of their hair.

One of two meds were delayed with no explanation. The med is available at a local pharmacy. I took it upon myself to divert the prescription to that pharmacy, at personal inconvenience. They need to better communicate with clients and advise them when they can't fulfill their responsibilities, rather then let it sit there indefinitely on their website as "delayed". If a local pharmacy can get the med, why can't they.

Express has decided that my prescription for Diclofenac Sodium Gel which is a generic drug for arthritis will not be covered they say it cost to much it cost $20-$119 depending upon where it’s filled. Also that I will not be allowed to have a 30 day supply of my Amour thyroid medicine each month now they say I don’t need that many each month. This is a required med daily yet someone sitting behind a desk with no medical degree can tell me that I can’t have my meds. These people deny prescriptions so they can make more in their bonuses. Yet our insurance cost over $25k a year. This is a joke and I guarantee I’m now going to fight to find out who the exact person was that denied my prescription and I will file a lawsuit against them personally along with any suit the lawyer can file against express scripts. I think if enough people banned together and filed a civil action suit against them something may get done. If you don’t have to use this company then don’t. Also by law they CANNOT make you fill your prescription through their mail order pharmacy although they say they can they can not I’ve already argued and won against them on this

battle when the employee final admitted that I was correct and they legally couldn’t make me use their mail in or a particular pharmacy.

12/7-12/8/22

I have been taking Trulicity 1.5mgs for over a year to manage my appetite s/p weight loss surgery in 2018. It works really well for me. I recently took a new job and have ES and they do not cover *any* weight loss medications. I've been appealing and continuously denied. I'm out of this medication and about to go through a withdrawl. They do not care. My surgeon has appealed it and they refuse to cover it. This is unacceptable. I can't afford $1k/month.

They won't authorize it because I am not diabetic. This medication has other uses. I have PCOS and am insulin resistant and my mom developed DM2 in her early 40s. I am doing everything I can to be healthy and this medication helps me. I need this.

My husband, Derek Allen (12/11-1973, ID [protected]) has Non-Hodgkins Lymphoma and is currently going through chemo. We were just informed today that, as a result of the tumor in his abdomen, a blood clot has formed. He was prescribed by his oncologist a blood thinner, but your company says that he has to have “pre-authorization.” Can you please explain to me what the difference is between that and a prescription? You people have been HORRIBLE to deal with through his entire ordeal, and now his prescription is delayed because you won’t take the prescription of an ONCOLOGIST! How dare you!

I did not receive an auto shipment of Lantus Insulin. As of tonight I will be without insulin. Communicated with automatic system which said shipment would be 5 business days. No local pharmacies will process 1 vial as I requested because Express Scripts communicated prescription filled already. What am I supposed to do for 5 days without insulin?

I am not pleased with this service.

Pat Brinson

My perscription for Tresiba Insulion has been filled late for the last two refills. This has caused me to run out of my required insulin prior to the perscription arriving at my home. I have called on both occasions to express my concerns about the slow process. On the frist call I was told the presciption was being precessed and there was nothing that could be done. I had to purchase one pen to cover my insulin requirments until my Tresiba arrived. On the second occasion I expained I would be out on my insulin on 11/29/2022. I was assured my order would be precessed early and sent out to ensure I did not run out. I then recieved an email form Express Script stating that my Tresiba would arrive on 12/06/2022. Due to the fact that I have no Tresiba left, I called my doctor to place another request to Wallgreens for one pen of Tresiba to hold me until my order arrives from Express Script. I recieved a call from Wallgreens that my request was blocked by insurance because it was to early to refill perscription request. I need my insulin. I dont have it from Express Script and insurance is blocking a single pen from Walgreens

I am a nurse in an Assisted living facility. it is impossible to reorder medications for my residents. I have been placed on hold for 1 hr, 2hrs and 3 hrs before becoming frustrated and behind on behind on my work. I have called customer service. it is impossible to speak to a human. our veterans deserve better service than this. they often end up paying for their medications out of pocket at a local Pharmacy where they get prompt service and delivery.

Have a prescription that was being filled locally by a pharmacy I've used for years. Suddenly a couple of months ago Tricare decided to stop doing business with any but the large national pharmacy chains or the mail-in service. As a result I've now been without one of my needed medications for a couple of weeks - I have refills on my existing prescription but Express Scripts won't fill it until they hear from the doctor about a 90 day vs 30 day prescription. According to the person I just spoke with on the phone there is *no way* to get it refilled. So, if my eyes are turning yellow, you know why.

i have a blood pressure medication that i run out of in 4 days. express scripts claims i will receive the refill in 6 or more days. despite the fact that my script should have been automatically refilled and set out on 11/11.

when i call they tell me call my doctor for a short term fill. Ever tried to get a cardiologist? it takes DAYS! on top of a holiday week coming up. good luck.

will express scripts be taking the liability if I have a major event from not taking my medication thru their negligence?

My sons Endo doc ordered a FreeStyle Libra 2 to keep track of my son's blood sugars. Background, my son is 32 with Downs Sysndrome, post liver/kidney transplant with type 2 diabetes. The reason she requested the Libra was to make things easier to track his sugars. He is unable to carry around a blood sugar kit with him all day (has lost more kits than I can count) and he really doesnt connect a number to a problem. The Libra shows green, yellow and red... that he understands and can get help if needed. Also not getting poked all day long lessens his risk of infection. The first few times the doc ordered it ES said they needed more info. Numerous calls back and forth to ES and doctors office and the PA issue was taken care. Then I get an email from ES that the medication would be shipped but a new order would be required as the old one has timed out. More calls back and forth and I'm told all is good, expect device within 7 days. Two days later I get a letter that Libra is being denied because patient has not gone thru a diabetes patient education program. Are you kidding me! Guess they dont have a clue what being under a medical guardianship entails much less that he wouldnt be able to comprehend a class like that anyways. So now I'm in limbo and will probably just continue to have to purchase the Libra out of pocket as ES and TRICARE dont seem to understand much less care about my son's needs.

After several attempts to logon and telephone support calls, I am not able to fill my prescriptions. This condition is the first time I have experienced and not acceptable. System states I don't exist. Technician says its a password problem and a new reset email was sent but it failed on delivery and requires me to register and then states I don't exist.

Express Scripts is the most inept business I have ever dealt with. I have been on the phone with them and my doctor's office every day this week to get two prescriptions filled. One was denied unless I bought it through them. ($120 at ES vs $60 at Walgreens with coupon). The second one was mixed up because I take one kind of medicine in two different forms- immediate release and timed release. They refused to fill that prescription. This is medicine I take 3 times a day, and I need it. It is [censored]. Beginning 10/31/22.

My Neurologist has sent 3 PAs through fax and I still don’t have my medication. 10/27 a prescription for Nurtec ODT for migraines was submitted with a pa. This has been submitted 3 times from my doctor. Each time ES saying they didn’t receive it. Now my prescription is going to be cancelled again due to not having a PA. I was unable to get this medication again in 2021 for the same issue. Maybe ES needs to invest in a new fax or someone to help with this issue. Yes I know that my doctor can call. How many doctors do you know of that will actually pick up the phone and be on hold to get a patient medication? Now I can’t even get a pa for my Ubrevly much less the meds I need. ES is a joke. Someone somewhere needs to fix what is broken!