OptumRx
Reviews and Complaints

Both my wife and I have experienced delays in renewal of prescriptions, at multiple times, particularly with Express Scripts. Your Laguna Niguel location clearly has a lot of dysfunctional behaviors that show customer care is not a team commitment. After contacting the Laguna Niguel office and your corporate help line, I was transferred into oblivion or simply hung up on three times today.

The service rep told me on the phone that my insurance would cover most of the drug to be injected into my neck. After receiving the treatment I received a bill for the entire drug amount. Which is $1700.00 dollars all sales pitch lies. I called optumRX directly and was told that they would listen to the tape and verify that the rep told me that my script would be mostly covered by the ins. company. They called back 2 weeks later and told me that they apologize that there was a misunderstanding and to disregard the bill. Currently I and receiving the same bill monthly and threats for collection and no one will return my calls from Optum RX. Please help!
Robert Biro [protected]

My elderly mother could not hear the rep on the phone due to loud talking and laughs by others in the room; I stepped in and asked the rep to asked the others to lower their voices so my mother could hear him and he refused. I tried communicating with him, but had difficulty hearing and understanding him. We did file a grievance with customer service for the lack of quality communication, customer service and care.

I called to order my prescription it was to arrive a week ago. You charged my credit card no medicine. IN fact, the only thing you seem to care about is the bill. As your recording states be sure to have my credit card available and that's before i even get to speak with someone. I called was transferred four time and each time within their company they ask the same information name and date of birth so frustrating 33 minutes waiting John from specialty pharmacy connects me to an outbound number only and I then I have to call back.
I called back refused to talk to a representative and waited for 11 minutes to get a supervisor. I tried to explain to her what occurred Sheena was less than customer service. She tried to tell me that the order i place and had a confirmation number wasn't delivered because it was out of stock. I was never told that and in fact i was given a delivery date. It was never delivered. Why i ask why did i have to call back to get this medicine delivered if i had already called and placed the order. Sheena tells me that is not how they do it. Really, I did what I needed to do I ordered it got a confirmation number and a date of delivery only not to get it.,

My son receives xolair injections. Your horrible company wrongfully charged me $55 for one of them in February 2020, not realizing that you failed to use my xolair copayment card on file. You took me to a collection agency for the $55 I don't owe you. Kelly Tucker was helping at first. And when she, after probably about 10 other people in your company, failed to help with this issue ; decided to just stop returning my phone calls. The credit agency is attempting to dispute this with your company also, and it comes to no surprise that they've yet to hear back. Next step is small claims court, and I don't care if it costs thousands of dollars. I hope this company eventually gets so many complaints with the BBB, it eventually shuts down. Most horrendous company and experience I've ever had.

My doctor as prescribed Otzela medication for my auto immune disease Otzela for my psoriasis. I have been taking this medication for years and it is the only medication that helps me. Optum RX is the pharmacy I have to use with my insurance and this pharmacy has taken it upon themselves to deny my preauthorization. To make matters worse I am out of medication going on a month and am having severe flair ups. My doctor has sent in the prescription and why I need the medication and Optum Rx said no. How dare a pharmacy play god with someone's life! How dare this pharmacy goes against a doctors order. When I asked the representative who denied this order she could not tell me. The only thing she did was read from a script about the medication. I'm sorry this is poor business and not to mention the charge for this medication is over 5, 000 a month. This is very frustrating. Aren't we in The United States of America. I pay my taxes and pay for healthcare. I guess this pharmacy is truly going to socialism.

My doctor sent them a script for 90 days which was fully covered and they are telling me now 1 day before my copays begin again...they did not fill the script saying it was an address discrepancy...when the address was checked there was no discrepancy...they just kept onto the script hoping I would not notice until too late so that I would have to pay exorbitant copay prices...I caught them in their web of lies..as for the other script they refuse to let me fill it at the local pharmacy saying that I will have to pay out of pocket for it ...when if filled by them I had no copay...how does a pharmacy that forces you to use them penalize you for their inability to fill scripts? Now I have no emergency asthma pumps!

OptumRx has made the decision to eliminate pharmacies from their network. OptumRx, in consultation with GE, have declined to offer the new agreement to several pharmacies that are currently participating in the network. My pharmacy, Graves Drug, Arkansas City, Ks. being one of those being excluded.
Graves Drug owners have reached out to OptumRx numerous times and they are unresponsive. This will limit our options so we will choose their mail order pharmacy. We are very disappointed by this decision and they have taken away our right to choose one of our hometown owned pharmacies.

December 21, 2020

Kelly Tucker
Consumer Affairs Advocate
Optum Consumer Affairs
11000 Optum Circle
MN101-W012
Eden Prairie, MN 55344

Dear Ms. Tucker:

I was scheduled for ivig infusions on Mon. 12/21/20 through Sat. 12/26/20 (skipping Fri. 12/25/20 for the holiday). Due to the snow storm last week Dianne from Nurse Core had to rearrange her schedule and we arranged for Jeff from Nurse Core to come Tues. 12/21 and Dianne to come Thurs. 12/24, Sat. 12.26, Sun. 12/27 and Tues. 12/29.

I called Optum on Thurs. 12/17/20 because I had no heard from them about getting my medication and supplies delivered for my scheduled infusion the following week. I went over my medications, Gammagard SD ivig (twenty 10mg bottles), IV Benadryl, IV steroids and Tylenol as well as supplies with Meeta. I was told the order should arrive Fri. 12/18/20 and it will be delivered to me that day. I got a call on Fri. 12/18/20 that the order had not arrived and it would be delivered Mon. 12/21/20. I called Optum today asking when my order will be delivered and was told someone would call me back. I received a call back from Ashley that only two of the 10mg Gammagard SD ivig bottles were delivered and my daily dose is 40mg so that is not sufficient to start an infusion until the remainder eighteen 10mg bottles are received. I asked what the reason was for not having delivered the twenty 10mg Gammagard SD ivig bottles and she said they did not have an answer. I asked what time the delivery will arrive to them and what time would courier service deliver it to me and she did not have an answer for that either. I told her I was scheduled for an infusion with Jeff from Nurse Core on Tues. 12/22/20 at 9:00am and she asked me to contact Jeff to let him know. I told her Optum made the error and she would need to contact Jeff to let him know and she said she did not have his cell phone number so I provided it to her. Jeff then texted me after he spoke with Ashley that is the shipment is received early enough, he would pick up the medications and supplies and bring them to my home to infuse me in the afternoon.

An agency nurse should not have to pick up my medications from Optum and bring them to a patients home, a patient should not have to call agency nurses to let them know when Optum has made an error in obtaining the proper medications on time and a patient should not have to initiate the call to Optum to start their order for their next infusion. Ashley told Dianne that this week was 7 weeks, not 8. That is incorrect because my infusions were last infused Thurs. 10/29/20 through Mon 11/2/20 so actually when I called on Thurs. 12/17/20 was 7 weeks and Thurs. 12/24/20 is 8 weeks. I asked Ashley to put Mon. 2/8/21 on her calendar to start my order for my infusion 8 weeks from this week which will be scheduled the week of 2/15/21.

I checked my claims from my infusions and Optum is paid over $31, 000 for the week I am infused. That is $25, 000 more than what the hospital I was infused at was receiving. That is a lot of money for these types of errors and I expect superior service on the part of Optum for the amount they are being paid. The Nurse Core nurses Dianne and Jeff are exceptional and I have had no issues with them.

I would like a system to be put in place that Optum communicates with the agency nurses on when my next infusions are scheduled, contacts me one week before to start the process of ordering the medication and finding out what supplies are needed and getting them delivered to me at least one business day prior to my schedule infusions.

I look forward to hearing from you on a resolution of yet another Optum issue (the last one was from May 2020).

Thank you for your time,
Bessy Velonis

Hold prescriptions hostage because i will not give bank info

Aug 7 theses gods denied my prescription for Chantix. Surprised? No. It took me six weeks in 2018 with numerous appeals filed by both myself and my doctor before finally approving. So I called the following week to try to appease them and found out my doctor needed to call in for preapproval. So he did. Then these people did nothing. I got a male representative to give me the golden PA#, and for me to give it to my doctor again. So I did. I called today and was told by choi that my doctor never called about my botox prescription. Botox? No Chantix. So I called my doctor again and was given the date he called OptumRX. So I called them again and was told my doctor didn't give enough information to get my botox prescription approved. It's Chantix. So now the goddess Hannah is who I need to talk to to get more information to get my prescription approved. Hannah informs me that the PA number I was given BY THEM, was for botox. I told her I have never been prescribed botx. I want my Chantix prescription approved, and that the guy that have me this PA number was an idiot. Hannah told me it I was going to continue with my foul language (idiot? Seriously that's foul?) that she was going to hang up on me. So if they listened or cared about their members, they would have realized their mistakes and reviewed and approved my Chantix prescription.

I have had to call Optumrx 5 times in two months. First because they kept sending me Omeprazole and it's not a drug I use very often. After calling them I received another bottle. I now have 3 bottles of omeprazole which will take a year to use. My next problem came when I had to call and ask why they did not send the Felodipine which I take every day. Gave them my card number again. Called again very upset because they still had not sent it and I only had 2 more pills. I was told they would ( expedite) the medicine to me. It has been over a week now, still no medicines. My blood pressure is going to go out the roof. They have failed to write down any of the changes or info I have called about, or else they just say it and then ignore it. Medicine is nothing to be lax about. I am very unhappy with them.

I have in the last 3 months talked to at least 8 different people at optiumRx about the same thing. Having my perscriptions filled on the 90 day plan. This would give me a 0 dollar copay so they would all be free. They say the doctor is writting the script for x amount of refills but it's only for 30 days not 90 days supply. This is a blatant lie. I watched the staff in my general doc office fax the script to opumRx for 90 day fills. I have talked directly to both the nurse and doc at my specialist office 4 times. I've given both doctor the optiumRx fax number and still I can't get my meds. I did not ask for this. But yet and still. Here we are. And I'm still waiting for blood pressure meds antidepressants water pills. The list goes on yea. optiumRx...

Ive been over charged for my normal 90 day supply of gabapentin. Instead of $15.00 I was overcharged 426.00. This over drew my account by over 300.00 and made other purchases bounce. I was informed by rep they do not refund bounced check fees. I had to hold for supervisor and got that cleared up. Of course I have to fax proof of everything to them. Plus I will have to wait for a check for refund. I am left without any funds until I receive my July ssdi check on the 3rd. I personally will no longer use this service.

Here in the past 2 years, Optum's site has been "pot-luck" in being able to sign right in. The following is what appears when attempting to sign in:

rba-ose.optum.com server can not be found?

If I keep trying the sign in process, I might get lucky and have the site made available. Sometimes, I have had good luck trying the site at 1:00am

Come on people, I am sure my wife and I aren't the only ones having trouble!

It has been months trying to redolve this issue. I have asthma, which I had also as a child and it was not controlled real well, with episodes of trips to ER. Then several years ago my physician put me on Advair. This inhaler is a maintence medication that over a period of time treats your asthma, so you do not have these emergency episodes. Advair is the only maintence inhaler that has controlled my condition extremely well.
Now I pay for Medicare and have to pay $175 a month for the supplement. This situation has caused me much distress. Since I have had to try all these other inhalers I have been in CRISIS with my asthma. For the past several months I've had many attacks that continue. A few weeks ago I had to go to ER at 11:00 pm because I was in trouble with not being able to breathe.
And I have continued to have these issues day after day. I really wish who ever makes the decision to deny these important medications really does not have a clue that this is NOT good health care and it turns your life upside down.
There are several generics that just simply do not work for me and after research this happens a great deal with patients. That is why I need to be approved for the Brand name Advair. Because it is a money game for youe company it is a shame that patients like me have to go through hell, because your experts think they know what you need.

I have desided to go to the Insurance Commisioner and also the BBB. Breathing is a serious matter and now your company has put me in a very serious health situation. It has made me very angry and my asthma is now worse on these other inhalers that do not work.
I am very disappointed in your company I have to say this new coverage is worse than the previous one I had. I ask you, " is it not suppose to be all about your health and caring about your patients'?

I plan on going to every resource about the serious health condition this has put me in. When it is time to make a coverage decision for Medicare I will be getting rid of your company, because I have never had so much trouble getting the right medications than from your company. Along with this situation, not only has it caused serious issues with my asthma, but it has also made my reflux worse and it is all connected.

I have not received my optim rx prescriptions. They are two months overdue. My doctors have resent my prescriptions and still I haven't received them. Customer service has been no help, rather they have been obstructive (each rep was not coversant with English, did not understand what to do, and it made the contacts difficult and frustrating). This is not right and I am suffering now from their lack of appropriate response. They are surely not customer focussed. Beware consumer.

I have twice now had my once weekly injection fail on me, I would unlock the injection needle as instructed on the bottom of the pen and immediately the cap would fly off and not allow me to inject the needle into my skin. The top of the pen would lock up and not allow me access to the medication. I have been using this style of pen for over a year.

This company is the stupidest group of incompetent prescriptions providers I have ever had to deal with.

My Cardiologist ordered 5 prescriptions on 1/2/20. After I made numerous calls and never speaking with anyone who has "English as a first language" prescriptions arrived an 2/4/20.

Family doctor had to call Walmart pharmacy. I had to pay full price due to "Two Soon" to get my medications. Because OptumRX.com will let you die!

Family Doctor ordered an additional 5 prescriptions. weeks later after I made multiple calls OptumRx found 3 of the five never filled mind you. My Doctor is now again calling OptumRx.

I would have died if I was not capable to keep calling OptumRx. They need pictures on their keyboards.

Filing complaints with every regulating agency I can. Maybe I can save someone else's life from this treatment.