OptumRx
Reviews and Complaints

This is the absolute worst company in the world bar none!

The transition from Blue Cross Blue Shield to OptumRx was the worst decision the State of New Jersey ever made.

OptumRX forgot to send two prescriptions which were part of the Rx on file. Called to ask status and told that now needed new Rx. Supposed contacted Dr's office, which in fact OprumRx never did.. Called back two weeks later as a follow-up... nothing was done... no follow-up on ORx's part, no email to notify as the call center person said they supposedly do. Call center person hung up on me. Rx would be delivered in 1 day.. called back and supervisor 2-3 day deliver. A terrible experience... total fraud

Begging to go back to Blue Cross Blue Shield...

This is the second month that I've been forced to deal with this so called pharmacy. Even though my doctor has mailed prescriptions to them, they continually deny recieving them, holding them for weeks before returning them saying they are missing info. (First month) Now denying they've even received a script! Meanwhile I'm not receiving the medication needed for my chronic condition. The first time this took over 3 weeks to resolve. I'm now in the 3 rd week of this debacle. The patient seems to be the last concern when dealing with this company because no comprehensive direction is ever given for resolution. Shame on them for this!

Optum rx has sent medicine and charged our credit card without our consent. We used our card for one time payment only yet they keep the card on our account and charged to it without notification. The medication sent made my wife very sick. We called to complain and all we got was pushback by a rude customer service representative.. They are more concerned with the money and do not care about the people.. Boycot Optum. This is not the first problem we have had with this company.

Your customer service reps and pharmacy techs are a bunch of incompetent aholes ! Im so sick of dealing with your company! I wish our insurance would have never switched. I have spent days on the phone with you people trying to get my childs medication. You alll have no idea what your doing! I hope you can get your [censored] fixed! But from what im reading i dont see that happening any time soon! So frustrated!

First of all you should be ashamed about all these bad reviews and your horrid reputation. I have been diagnosed w RA for 25 years. I have used numerous regular and specialty pharmacies over the years and have NEVER been treated so badly. My dr, and myself contacted you several times about obtaining prior auth for my specialty med. Your workers were professional, rude and did nothing to help me (a sick patient waiting over a month for approval). I was told you cant three way with my doctors office (since you claim they never contacted you but they did several times), I was told your phone people have no supervisors, they cant let me hold while waiting for the supervisor (they dont have) and been hung up on. Only after I involved my HR dept did my script actually get approved after 6 weeks. You all lied to my hr dept that you would call me, then that you didnt have my phone number and then never gave me the follow up call to heat my complaints you promised them youd make. I now live in fear for next time I need approval. I was already in pain, that's why my dr switched meds. But then to wait a month and a half longer suffering? Not one person stepped up to the plate to help the patient. Every Avenue was a NO. You should be ashamed!

My state, n.J. Made your company our part d provider. It has been pure hell since they did and you have cost my son hours every month just to get prior authorizations on medications that are not patent-protected and very cheap. Your service is appaling, and discriminatory. Your people are stupid, poorly trained and claim not to be able to give out your corporate headquarters, customer relations, etc. I have written to my state and the hhs of the u.S. Requesting that you be sanctioned and lose the contract to new jersey teachers, police officers and retirees.

You are a despicable company with under-handed motives.

I need someone to call me to discuss the over charge of a drug that cost 440 on the Optumrx site states the charge for Novalog 90 day supply is 440.00. The RX finder within Orx states I should pay 147.
BUT
I paid 2, 200 on the first shipment that did not ship.
after weeks Orx added the funds back into the FSA acct and then on the second shipment they charges 400 on fsa, 200 on fsa and 400 on hsa credit cards.
Sites state 440
Drug request page on the same site states 147
and I was charged 2, 200.
and now the company wants me to pay 1, 220 before my daughter can order her life sustaining drug.
i called again on 5-4-18 at 3:30 and after speaking with an agent and then put on hold for 15 mins, the call dropped.
OUR DAUGHTER WILL DIED IF SHE DOES NOT RECEIVE HER MEDICINE

I don't even know where to begin.
I have changed insurance companies just so I don't have to deal with this company.
Everyone is very nice, but nothing gets done on any of the phone calls I've made.
I've had a controlled substance medication that I was no longer prescribed sent to me that they said I had to pay for regardless, medicines auto delivered that weren't set up that way and didn't need to be, and my entire online account unavailable to be seen because of a technical glitch so I was unaware they were even charging me for medicine I never recieved. I've been charged for medicine I didn't order and on a card I had deleted after updating to a new card.
They said they sent my medication on January 2nd, 2018 and that same medication on March 30th, 2018. I never received either medication. I wasn't aware they had sent the medicine on January 2nd, 2018, because my account wasn't accurately reflecting anything. That was handled quickly once I realized there was an issue. I could only tell there was an issue because I was getting mailed bills and no medicine. Once they corrected it, I saw I did have a balance but had never received the medication.
I moved and updated my address in their system. They continued to send bills and said they sent medicine there. I no longer lived there, had updated my address with them and they still sent my medicine there on March 30th, 2018.
Now, they have billed me for 2 medicines I didn't receive. Supposedly, its being corrected, but based on past experiences and my coworkers past experience with OptumRx, who knows.
It is a nightmare and I can't believe a company operates this way. I've mad multiple unique situations over the course of a 18 months that have never been resolved despite hour long phone calls. Thankfully, I now have new insurance and will do anything to avoid this company! I've paid over $100 in the past for medicine I wasn't prescribed and didn't order. You never know what is going on, what you will be charged for, and if your issue is resolved. In my experience, nothing has been resolved the first, sometimes the second time you call.
All the people have been very nice to me, it likely has nothing to do with them. But, their system is a disaster. If you have to pay more for your medications to get them elsewhere, it might not be a bad idea because you'll end up paying more than you were supposed to and taking a lot more of your time. Once your doctor calls your prescription in to OptumRx...its a nightmare you can't seem to fix.

I ordered Insulin 2 weeks ago online but somehow that order disappeared, I placed an emergency order 3 days ago and optumRx placed my order on hold, saying I need to speak to a pharmacist. I called optumRx and argued with their phoneBot who can't seem to understand English well enough to get me to the right department. Talked to customer server, who transferred me to the Pharmacist which talked to me about the dosage of insulin that I just ordered in January, who transferred me back to customer service. May FSA card ran out, so my payment was declined. After figuring out that problem, I recalled optumRx argued with their phoneBot, talked to customer service who transferred me to another pharmacist, who reasked me about dosage, who transferred me back to customer service who hung up on me. I recalled optumRx argued with their phoneBot, talked with customer service who couldn't place the order because the 2 sperate pharmacists never approved the order. I hung up! I recalled argued with their phoneBot, talked to customer service about just canceling the order and had her transfer me to Admin to complain, waited for 10 minutes for Admin to answer, complained to Admin but got the real suspension that she just listen to my experience and will do nothing. IN OTHER NEWS, PERSON DIES BECAUSE HE RAN OUT OF INSULIN! Oh sorry, that's tomorrow's news!

How is it possible that this company's prescription management website went down over a year ago, after a "security update", and they still do not have it working? I am unable to manage any prescriptions online. They just do not exist. The in-person scrips I fill through CVS do show up, but nothing from the OptumRx mail order pharmacy. When I call, the poor customer service reps tell me they spend all of their time dealing with irate customers who just want to handle refills, renewals, "hassle-free" refills [what a joke] online like the rest of the modern world. I am forced to use this awful system via a very expensive United Healthcare Choice Plus plan which is otherwise excellent. My husband has OptumRx through his UHC Medicare plan and the website works fine. How is this possible? What kind of management does this company have? Time for a shareholder and customer revolt. Or at least some intense pressure on OptumRx from United Healthcare.

As a major company dealing in extremely important products -prescriptions for health -your website and modes of communications are pathetically poor - in fact abysmal. The website has had so many past problems -and they continue.. The following are new ones: there is no way to correct a delivery address, no way to enter a new credit card. You communicate in email by order number, so one has no way to know what prescription it is for without accessing the website. And when the website is down as it was yesterday and today, one has no choice but to call. Why not add the prescription name? If your website was properly designed and maintained you could probably eliminate your agents phone time enormously - and it would save the time and serve your customers much better.
I complained about the website 6 months ago. I quit trying and went back to my pharmacy. I'm giving it a second chance now and at this point I am not too optimistic.

Incident occurred 4/17/18. I was attempting to place a order for my insulin. I asked the customer service rep to place the $447 payment on my HSA card NOT my debit card. I asked that my debit card be removed from the account because the past 3 orders I placed for insulin were charged multiple times and days in a row on the card. Customer service rep, said he had taken the debit card off the account and charged my HSA card. One hour later I get notification from my bank that my debit card has been charged $447. I call and begin to complain, and the representative hangs up on me. I call back again and ask for a manger, I get Yoanna from the Oklahoma City office, and she claims to resolve the problem. I have no proof though. She cannot automatically show that the money taken from my bank will be refunded. I ask her how I can understand why these issues keep happening and with attitude tells me there is nothing I can do. I do not think it is acceptable to continually and repeatedly mis-charge someone's debit account for $300, $400, and $500 with no answers. I need insulin to live, and my insurance company mandates that I use OptumRX, they should not be able to take my money erroneously with no answers.

On 4/9/18 I called OptumRx to check on a new prescription delivered to them by my primary care physician. The medication was a prescription vitamin and not covered by my plan. The cost for a 90 day supply was about $55. This cost was to high for me and I wanted to check with my retail pharmacy. I went to my retail pharmacy, talked to the pharmacist, and decided to have it filled there. I gave him the OptumRx number to call. When he called to transfer the prescription he was told they could not transfer it. This is my prescription and not theirs. I can have it filled wherever I choose! My pharmacist at the retail pharmacy went ahead and contacted the prescriber and is waiting a call back. This cannot be legal. OptumRx cannot refuse to transfer MY prescription denying ME MY choice to select service and delaying MY healthcare treatment.

First, c why not a way to submit question via email? Second, how do I remove a Prescription? Latest app is a great improvement but lacks ability to ask questions of a -how do I" nature in regards to the app itself, I had to search the Internet to find this site, shouldn't it be a link within the app? I recognize some of my questions may be incorrect and the app does what I ask already, The resolution would be zip need to learn how to use the app.

I recently changed jobs and will be getting my prescription from my new employer, it's a hospital with a pharmacy. I started on February 26th.
On March 26th I received a prescription from Optumrx. I called them because I did not request it and I did not want it and wanted to return it. I can get it cheaper with my new company. I spoke to a service rep named Dezzy. She opened a ticket and said someone would contact me within two days.
On Friday March 30th I still had not received a return phone call. We had a benefits event at work and Joline Harrison was a rep from Optumrx. She said she would research it.
I received an email from Jolene today and she stated that I called to have it refilled because their system did not show it was on automatic refill. It is not my problem if their system fails. I DID NOT CALL. I asked for a recorded script of the conversation. I informed them I could provide my cell phone statement proving I did not call. Joline stated I would have to pay for the prescription. I did not request it, and I will not pay for something I did not order!
All conversations with Joline are documented in emails I can provide.
Joline stated that someone tried to call me 3 times today but my phone never rang. I provided my only phone number which is my cell. I can also have my cell phone provider provide a document stating I did not receive any missed calls.

I did not request the prescription, I asked to send it back. They have extremely poor customer service.
I would like to file a formal complaint. Is this also insurance fraud on Optumrx as I did not request this prescription and they're demanding that I pay for a medical prescription I did not order?

Paula Cherkofsky
[protected]

optum RX automatically enrolled me in their mail order service for prescriptions and then sent me a letter telling me that if i no longer wanted it I had to opt out by calling or going online. But the CS rep I spoke with on 03/12/18 never actually opted me out cause my medications were denied by insurance on 03/13/18 due to me enrolled in my insurances mail order program. So on 03/14/18 I called again to Opt out AGAIN. Then i asked to speak to a manager and was told to call back and was hung up on.
Alicia Robillard
DOB 08/05/1981
ID [protected]

On more than one occasion now, Optumrx has filled and sent an order I clearly stated not to.

When I call in they miraculously don't have a record of my call and my application for refund gets denied because, of course, their investigation ends in favor of them.

At this point they have cost me $800 and I can't do anything about it because my insurance forces me to use them

Long story short. Ordered 12/7/2017 got charged twice. Called my bank disputed... Finally on 1/9/2018 optumrx credited my acct. Try & place order on 3/3/2018 & I was told I owe 90.00 the amount of the credit that was given because they charged twice. On 3/3/2018 the cust serv rep I was talking with confirmed payment for new order being placed on 3/3/2018... Then tells me the account has a hold because of outstanding balance. I explained to her that it was their fault & told her I had a statement in front of me dated 1/9/2018 showing zero due on acct. Well no order was placed and she stoled the money from the account to clear outstanding balance but there was no outstanding balance! This is by far the worst company I have ever dealt with! And don't bother speaking with a supervisor they care just as little as just about everyone else at this company. It's very very sad that united healthcare rx plan only offers this company to order mail order prescriptions!

First of all, January 1, 2018 my insurance provider changed from Boardwalk Pipeline to Palacios Marine & Industrial. UMR and I notified OptumRX of the change. On January 19th, I got a message that my credit card was being charged approx. $362.00 in a copay. I called and told the rep to cancel the order. She said she did. So a week or so later, when I received my medicine I thought everything was fine. Then on 2 weeks later, I get a denial letter for a pre-authorization for Onglyza. I had already been taking the medication. (I am a Type 2 Diabetic). The doctor's office tried again and got another denial. Now I am being charged $1244.00 for this medication and they are holding my other prescriptions. I cannot afford this. I have spent over 7 hours on the phone with this company and every time I have to explain my situation to another person. I have talked to reps (Stephanie, Kenske, Anna), the pre-authorization department (Robert) and the Escalation Department (Angela). They all agree that I should not be charged because it was not my fault. My Doctor is supposed to file an appeal for the denial. I have been told several times that they will look into it and call me back with a solution. I received a call back from Erica on 2/15/18 and she said she would have to check into it further. I never received another call. Then on February 21st, I talked to the Escalation Department, Angela, said she would research it and I have not heard from her. I want the charge removed from my account. I want the difference of the two copays (approx. $210.00) credited to my credit card and then I will deal with the doctor's office to get a new medication to replace the Onglyza. Please help me. This is causing me a lot of unnecessary stress. Thank you.

So here's yesterday's episode in a nutshell.
I ordered Lynestra 2 weeks ago. 1 week later got recorded message, there will be 6-7 day delay. No problem, I had enough. Following week they leave message, they been trying to reach Dr. and haven't heard back. I ran out of medication that night. I called and told them if they would have left that message the first time I would of called Dr. to get on it. I thought it was a delivery or supply problem. Yesterday I called them to tell them I've ran out of med. been awake since 3:00 am having symptoms from stopping suddenly. They instruct me to call Dr. for an emergency 7 day refill. Dr. called in script to local pharmacy. Pharmacy called Optum rx twice. They were told by Optum, they can't figure out how to do an over ride. The pharmacy called me, they can't spend anymore time on the phone with this Co. Remember, the pharm. has to make these calls to Optum all day for other customers with same issus's. They have a lot of customers that work for State of NJ that got stuck using Optum. I called Optum, spoke to Sup. I was given a # that only the pharmacy could call. They called 1 more time waiting on hold then told again by the 3rd person. Can't figure out how to do over ride. I called Optum 5 th, time and Sup, I explain the whole day's events and ask her why can't 3 people figure out how to do an over ride. She assured me they do know how and that she was gonna call the pharmacy and get this done by end of day. it's already 6:00 pm now. She said she would call me back to let me know it's completed. Never got a call back. The State of NJ need's to cancel this contract and go back to Express Scripts. But that probably won't happen, because it's all about saving money. The state doesn't care about it's employee's and their families. I'm sure Christie made some back door deal on his way out.
Follow the money trail.