OptumRx
Reviews and Complaints

I ordered a $23.15 medication and my AMEX card was billed $23, 015.00. I have been on phone with your company for the last 2 days to get this resolved and it still has not been corrected. AMEX will stop the charge immediately with a merchant number, bit I am told they can't give merchant number to AMEX. Can you please help me. If this is not resolved soon, I will no longer be doing business with your company!

My mom's doctor prescribed a different diabetic medication, so today (9-8-17) she called OptumRx to inquire as to the safe disposal of her previous (unused) Prefilled Auto Injector Insulin. The foreign-speaking person told her to just wrap it plastic and then put it into the trash. First, any unused medications that are tossed into the trash pose an environmental threat via landfill leaching. Second, auto-injectors are considered a "Sharps" hazard.
This was not only unethical advice, it also goes against FDA guidelines.
Fortunately, she called another (local) pharmacy, and they provided the proper solution.

My healthcare insurer (Anthem Blue Cross of CA) switched from CVS Caremark to OptumRx in January 2017 - not sure why but wish they hadn't made the switch. OptumRx is a horrible company and I've had nothing but problems with them regarding prescription medications. Everything is more expensive through them, their service is extremely slow, their web site is difficult to navigate and, just today when I tried to get my refills I was FORCED to sign up for "Hassle Free Fill" which will automatically send prescriptions. I DO NOT WANT THIS auto-refill but in order to place my order I was FORCED to click on that tab - otherwise I could not complete the order for necessary medications. Online it indicated that I could go to my preferences and opt out of auto-refill but, not surprisingly, it's not possible to do this. I'm struggling to understand why my ability to do refills was held hostage and I was forced to sign up for auto-refill when I DO NOT WANT THIS OPTION. OptumRx is the worst company I've ever dealt with and I know that others are having similar issues as well. Thanks for listening.

I already sent this email and spoke to customer service and all I received was a very sorry, "sorry". Your service can be summed up in no better terms other than "IT SUCKS"!
I am very dissatisfied with this service and intend to relay the events of my prescription reimbursement nightmare to many of my colleagues in the medical field in hopes of having you removed from providing prescription services through Advocate. I was very ill and went to the pharmacy to fill my antibiotic prescriptions. I did not have my card, so I paid out of pocket for the medications. I came home, looked through my booklet and filed the appropriate forms for reimbursement only to find out weeks later Optumrx was in fact not really reimbursing me. The total for my prescription was $82.68 and Optumrx has decided the medications were worth much less and are reimbursing me $8.53. I am really infuriated as the booklet does not mention a single thing about paying me what Optumrx feels the medications were worth! This is a horrible thing to do to someone that is sick. When I say I am dissatisfied, that is an understatement! How dare you dole out "punishment" to someone sick for not having your card on their person at all times! I feel your service is a disservice to anyone that has it and believe me this will not be the last of Optumrx hearing of my dissatisfaction.

Regina Brown RN MSN FNP

I requested a 2nd set of labels for my medication when I reordered my medication. I am traveling and wanted to put the meds in smaller containers to travel. I talked with our local pharmacy and they couldn't do the labels because they didn't fill the medication but said they would provide the smaller bottles for me at no cost. So all I needed was the labels. I even offered to pay for them too. They totally refused. One of the managers agreed it should be no problem but alas the lack of customer service is obvious. I will not continue with OptumRx when my new prescriptions are ordered even if I have to pay a little more for them. Customer service means alot to me even though it seems not to mean much to them.

My fiancã© crushed her great toe and has a contusion fracture. They basically had to sew half her toe back on. This happened on sat. July 22. When we left the er she got a prescription of 15 hydro 5-325. That lasted 3 days. She saw a dr. On mon july 24. And got a refill of 30qty hydro 5-325 a 4 day supply. Had another dr. Appt thur july 27 and got another refill of 30qty 5-325 hydro but this time optum rx denies payment and that we need to come back on the 28th the following day. So we do. Now optumrx says she had to many scripts filled for that med. She has a [censor] crushed big toe. Like thats gonna heal in 6 days. First im told that it's federal guidelines that they have no control over it. [censor] if its a federal guideline then why can a pay cash for the script. A bunch of lien thievin mother [censor] is what they are. Optumrx you will be reimbursing me for this script plus interest.

I called customer service 07/21/2017 9:00am after I received a call from CVS that a script I have been taking for over 4 years and they refilled last month with no issues and now requires a pre auth. It confused why and I Just had major surgery and they withheld my mdse. I explain this and they said we will fax the Dr Pre auth they would not listen to me and he hung up on me. I called back same day at 12:30 I was transferred 3 times no one had record that I called in morning, I just had surgery on way home to pick up the required mdse to find out I need a pre Auth. Or you kidding me. They guy left me on hold for 45 minutes and never came back I was sitting at the pharmacy. I called back and they hung up on me 2 times what type of company does this to a person? I have never in my life been treated so rude and unjust, No information given to me except contact my Dr and I did and she was like why are they requiring a pre auth. On this med? You just had surgery. I told her I have been sitting at CVS pharmacy in NY for over 1 Hour trying to get this resolved and Yes I just had surgery. This is the worst company I have ever dealt with I expect that something should be done to rectify the situation but no one will talk to me.

Most corrupt bordering on illegal prescription drug firm out there. Every month I have to fight with them to fill something. Last month they denied a prescription of Donnatal but provided a substitute they would cover. This month when I went to have that prescription refilled it was denied on the grounds that in the last 15 minutes they didn't cover it anymore. Almost as soon as I went to have it filled.

A prescription I take was filled in May 2017 with 998 refills listed on the bottle from CVS. Yet when CVS tried to fill the prescription 2 days ago it was denied by Optumrx. I called and explained I had spent hours over this in May and had no intention of doing it yet again This is the 4th time that Optumrx has put us thru the 'ringer'. Spoke to a supervisor as well. The original agent said authorization had not been faxed in May and I asked then why did you fill it?
They could not answer.
I am now on a first name basis with one of their Orange County staff.
Ever since PersCare insurance changed from CVS/Caremark on Jan. 1, 2017 it's been a nightmare. One medication was approved with a Optumrx letter in the mail and yet Optumrx was still denying it on the phone.
The are incompetent and cannot get the records straight. Yet they have a bureaucracy of employees getting paid while denying our requests.

Our medical office is sick of receiving multiple prior auth requests for medications where they are either not covered anyway, or are not necessary. We are extremely busy and are constantly being sent prior auth requests that when we do them they will say, prior auth not required, or product is a plan exclusion and is not covered anyway.

We will not honor any prior auth requests from optum if this practice continues.

Kathy Corbin RN/N Dasari, M.D.
[protected]@yahoo.com

Signed up for 90 days supply prescription refill. USPS show delivered but it actually got lost in the mail. Now you have to wait 90 days before you can get order filled again. Optumrx doesn't care because they see it as delivered on the USPS tracking. Spoke to 5 CSR to figure this out but they will lie and gave me the run around. Signing up for home delivery is a bad idea. I will have to pay full price for a emergency supply now from Walgreens.

Scenario (wife calling on husbands behalf)

I called optum Rx on 4/21 (Friday) and inquired about filling a 90 day script in-store vs mail order. I was told that "YES it could be filled in store", called the pharmacy to verify that they would fill it a 90 day script as well. Dropped off the script (4/22) and pharmacy called back saying only 30 days was covered. The script is now in the pharmacies system so I call optum and ask to have it transferred. The guy I spoke with said no problem. I provided him with the pharmacy info and Rx #. He said they would expedite the transfer, but it would still require their pharmacists to review. I was very understanding and appreciated it being expedited. On 4/25 I checked the website and it said that a new script was being requested. On 4/26 (7 AM) I called and inquired about the new script...was this the transfer or was the Dr being contacted for a new script. I was told I had to verify the address as I was not listed as a representative of my husbands account, which I did. I provided the order number I was inquiring about and the name of the medication. I was told they could not transfer...hmmmmm...that's not what I was told Saturday! I explained what had happened. How I was given mis-information that put all this in play and that the new script was at the pharmacy waiting to be transferred and filled. The lady said they would need the Rx number, which I provided...but I had to speak up and break through her talking. After that she told me since I was not listed on the account I could not request a transfer. I asked about how it will look to the doctor if we keep requesting scripts back to back, "Oh we do that all the time because people use different pharmacies", but this haven't even been filled. It is sitting waiting because mis information that y'all provided me! I then asked how long it would take to get a script from the Doctor, "I don't know...until they respond." I will admit by the end of this conversation I was infuriated and the conversation was not quite this PG rated. I have called several times on my husbands behalf and always state that and it has never been a problem.

I am extremely disappointed in the fact that #1 I called to verify that I could fill in house and that was wrong #2 the failure to correct your mistake. Now my husband is out of his medication and we are stuck with this back and forth hassle of something different with every representative we talk to.

The script was never filled by the pharmacy so don't tell me it can;t be transferred

Without any notice, they stopped refilling my Crestor Med that I've been taking for decade, and was forced to switch to generic at the same Copay $70 amount as brand name. My physician submitted generic RX 4/21/17. Talked to OptumRX 4/21 Peter, and he told me that generic is Tier 1 with $10 copay and will ship it over night at extra cost of $12.50. Obviously I didn't receive any pkg, and when I called back 4/24, they said that generic is Tier 2 with $70 copay (same cost as brand), and their overnight shipment is realistically 3 days long eta 4/27. This resulted for me to run out of medication...just a nightmare experience to refill a medication.

I paid $70.00 for a 3 month, 90-day supply of Androgel and when it was received, I only received a 30-day supply. I called to request that the remainder of my prescription be shipped and they told me that I was only approved for 1 month by my doctor and that I would have to submit a request for a refund. I spoke with my doctor and that was not the case. He approved the full 90-day supply. Even if he had only approved 1 month, OptumRX charged me for 3 months and should have filled the 3 or refunded the amount I was overcharged, even if they had to contact my doctor again the following month.

I submitted my refund request and it was denied on the grounds that "it was filled too soon for payable benefit". If that were true they would have denied it in the first place. I've only ordered this medication once at the time that it was due (at the time they invited me to refill though their emails) and I paid the full price. But they failed to ship what was paid for.

I have been trying to get a script for asthma meds for two weeks. On thur, fri, sat, sun and mon of the week ending april 17 2017 I got 8 different answer about the same meds. Each customer service rep did not understand the meds or care about a life threating medical conditions. I am so angry that each person I spoke to did not know what they were taking about. I ask to speak to a manager on sun and the person I talked to said there was no managers to speak to. On mon i was so angry that I told the customer service person to disconnet our call so I can take the survey and she put me on hold until I hung up. This is very dishearting. I do not understand why I could not get any help at all. I hope someone will look into this. This is uncalled for.
rena medica
[protected]
[protected]@aol.com

Just changed insurance, and went to use OptumRx for the 1st time.

They fill the script, and charged me, and it was in USPS "Pre-shipping" mode for 5 days before I called. They said "our records show we gave it to usps"...

Called USPS, and they'll put a trace on it, call back in 2 - 3 business days.
Called OptumRx back, and they said "until it has been lost 10 business days, we can't do anything", please call your Dr and get another Script.

As this is a narcotic, the Dr. is not is a hurry to write another one. Dr said "call back tomorrow if you still don't have it".. Thanks OptumRX, you suck out of the gate.

Every single interaction I've had with this company has been a hassle. They have been extremely slow in resolving my refill orders. Last week I placed a refill order. The order was supposed to arrive by Friday. Never arrived. On Monday I called. They couldnt find the order, so we placed it again. The order was supposed to arrive today. Didn't arrive. I called them and they said that the department that handles that was closed but they could see the order and dont know why it didnt arrive. I have to wait for tomorrow. This is a time sensitive medicine and they just dont care. If the order does not arrive they will tell me to wait another 3 days, but since it is weekend, they wont deliver until monday or tuesday.

I have been calling customer support since Jan 1 (at least 12 diff calls) regarding problems with there WEB site which will not allow me to sign in. I have been told numerous times that I would be called back to resolve the login issue that I have. No one ever returns the call. I need access to there site to confirm whether or not certain drugs are covered by them.

Doctor ordered Haloperidal 2/9/17 for my son. I called to find out why we hadn't received on 2/13/17. I was told that 2 of the 3 manufacturers were no longer making this medication, but that they "found" 200 pills at one of the warehouses & that OptumRX would expedite ship & we should have by 2/15/17. Still don't have. Called & your rep said meds were NOT expedited. My son is out of meds this Friday, 2/17/17.

OptumRx has faxed three of my doctors, insisting on justification for prescribing pain medication. They are basically threatening my doctors with harassment if they prescribe pain meds for me. These letters have gone to my dentist, oral surgeon, and eye doctor. The dentist told me he had been notified by "the DEA" and told he could no longer prescribe short-term pain meds for me. This is absolutely ridiculous, infuriating, and embarrassing. Also, OptumRx didn't bother to notify ME that they were contacting my doctors! The letters to the doctors order them to justify their prescriptions with the reasons for giving them to me, then immediately fax them back to OptumRx. Since when does this "prescription manager" get to decide what my doctor can prescribe for me? In the last year I have had three dental implants ( and, believe me, you do NOT want to go through that without pain meds!), two root canals, and two extractions. This is due to the fact that I have Crohn's Disease, which causes an extremely dry mouth and has ruined my teeth. Yet this company has decided that I must be abusing pain medicine! What right does OptumRx have to decide what is best for me? I trust my doctors to give me appropriate medicine so I can carry on with my life and my job as a teacher and not be in excruciating pain while I do it. The medication is short term and I am in no danger of becoming addicted to it. My doctors all say they have never had any communications like this. I am furious that my doctors have to waste their time responding to this nonsense. My eye doctor even got a letter saying that if he wanted to continue prescribing Restasis Eye Drops for me, that he would have to write a letter to OptumRx explaining why I need it. Well, DUH! I have very dry eyes! What does OptumRx think I'm going to do with eyedrops to "abuse" them? Swallow them? This is beyond annoying. OptumRx needs to stop ordering my doctors to justify prescriptions. My doctors went to medical school to learn how to treat conditions like mine. I trust them, NOT OptumRx!