OptumRx
Reviews and Complaints

I hate this mail order pharmacy, always getting something wrong with my rx, don't warn you when your pharmacy won't refill your meds because you HAVE to get them mail order now or your insurance won't pay for it, and it takes two weeks to deliver meds you needed that day, chat function never lets me submit anything, I press enter button, nothing happens, the picture function for rx refill doesn't send you anything to confirm it worked, I put in a refill for a specific dose and see it's being processed at an old dose, if I didn't have to use them because it's "required" by my insurance to use them after I get a certain amount of refills at my regular pharmacy than I wouldn't.

I've had to make 7 phone calls, wasting upwards of 6 hours of my time, trying to get these people to do their job. I was prescribed for "drug x" by my primary care doc. What followed is beyond belief;
1) I was told "x" wasn't covered by my health plan and would cost $695 for 6 pills.
2) next phone call they tell me it is covered and all I need is prior auth from doctor. I obtained that prior auth later that day.
3) now i'm told that "drug x" isn't on my plan's formulary at all, and it will cost me $6, 800 for three month supply... But if I get a new prescription for generic version of "x" it's $187.50, so I got new prescription.
4) 4th phone call, and i'm informed the generic version of "x" will cost me $7, 823. More than the brand name, also not covered by my plan.
5) this call I was thrown a different generic i'd never heard of, and I needed to get a prescription for that, now.
6) these [censored]s then proceed to send me refill forms for both drug x and its generic version, asking to return the form for only the drug I want... So it turns out this whole time, I was lied to about it not being covered. I chose "drug x" and mailed the form in. (but wait, there more!)
7) on this call, i'm told the dosage of "drug x" that they sent a reorder form for is discontinued. I got their letter 4 days ago, and now i'm hearing that it's discontinued.
8) supposedly, finally, an order was placed, and is showing up on the website. If I actually get these meds it will be a miracle at this point.

This company is the worst i've ever experienced in my life. I cannot believe how i've been treated, and I hope to save other consumers from the nighmare that is optumrx. They are much more interested in blocking you from what you were prescribed, rather than getting it delivered to you promptly, as they should be doing.

OptumRx was selected by my employer to provide prescription drug order fulfillment. They just do not seem able to perform that task. On my last order, I had telephone conversations with four different people and still don't have my prescription. The first time they said the prescription needed to be updated and my Dr. was not responding. Neither was true it turned out. The prescription had refills still available and no one had contacted my Dr.

"Okay Mr. Murphy, your prescription is on the way."

Two days later I received a voicemail (people still use voicemail?) from OptumRx advising that I needed to contact them urgently because there was a problem. I called, waited on-line 15 minutes, and finally reached a human being. He advised that the problem was that the product could only be found in a warehouse in Overland Park, KS. I asked why that was a problem and, if it was, why was it my problem. He advised that it would be delayed and wanted to know if i still wanted them to fill the prescription. I answered with a bewildered yes.

"Okay Mr. Murphy, your prescription is on the way."

Four days later (today) I received a voicemail telling me that the order was not being shipped until I provided "additional information" regarding the now 21 day backorder. I called, waited on-line for 15 minutes and then spoke to a human being. She advised that the product could not be shipped until I authorized the co-pay to be charged to my credit card. I pointed out that they had been charging my CC for co-pays for over a year and it seemed like one more shouldn't require a four day delay since my last call. She advised that I could talk to her supervisor if I liked. She was a little irritated but not full on impolite. Her final words were:

"Okay Mr. Murphy, your prescription is on the way."

Not surprisingly, no one answered the line when she forwarded me to the supervisor. In any case, I have been without my prescribed medicine for seven days. Perhaps it is on the way, perhaps not. If you can stay away from these people I would encourage anyone to do that. They just are not ready for prime time.

For the last 3-4 wks I have been requesting a mail order refill on my medication. My prescription benefits requires long term medication be mailed. I called the 1 time requested a refill ok fine. Didn't receive my meds after 2 weeks called back seeking were my meds were, informed the were on backorder. I never received a call or email my meds was on back order, submitted another request the lady said meds are avail. I should get it in a week and if I run out I would have to be self pay for emergency pills at my local pharmacy in which for 5 pills would be $20.00. Same amount for my 90 day script.
I called today again no one called me to inform me about the back order. I work in the healthcare, I this if very poor customer service, I understand about backorder but your communication with your pt's needs to be much better. We depend on our meds and least give us the options to communicate back with our physician's whats or next option.

After 3 times having to seek my medication is ridiculous!

On January 5, 2019, I called OptumRx to refill my medicines. I recently changed from Blue Shield HMO-CVS Caremark to to Anthem Blue Cross-OptumRX since Blue Shield is no longer available in my area. The OptumRx representative told me that she had all my medicine on file and all three will refilled and sent to me by February 5. I received two medicines before January 22, 2019 and called OptumRx informed that I did not received a third one. The OptumRx representative blamed my doctor for delay and informed me that medicine will refilled and sent by February 5, 2019. Since I ran out my medicine I got to a temporary refill at local pharmacy. On February 2, 2019, I called OptumRx to find out the status of the medicine, which is supposed to send to me on February 5, 2019. The representative told me that I will receive it on February 11, 2019. I complained to her about the bad customer service and she told me that I should to local pharmacy to refill my medicines. I had an unpleasant and rude experience with this representative and felt like their customer service was unprofessional and unacceptable.

Back in December 2018, I called for a refill on all my medication. Those medication that would need my doctors fax, I told them to request it from my primary Doctor (Doctor Mohamadi). Apparently, all my medication except for one has been refilled except for one. Optum Rx sends me an e-mail to follow it up to my doctor which I did but the problem is that they are sending it to my old Doctor ( Doctor Shankman) who is no longer with my group of doctors. I am on HMO so I need to be with Regal Group. No one tells me that's where they've been sending it too. On January 26, 2019, I made another follow up and i was told that I got denied for the refill. I called my Doctor yesterday and I was told that my Doctor still wants me to take my Atorvastatin and that their office never got a request for it at all. I called Optum Rx and spoke to one of customer service. I asked for the name of the Doctor where they request for an approval. There it was, they keep on sending it to my old Doctor who no longer with my group. Claire, the customer service advocate called my primary Doctor and request for an approval. My doctor's office faxed the approval right away and they have confirmation of it. Iwas asked to call after 24 hours despite of the fact that I told them I'm going out of town this Thursday. Optum Rx told me that the request will be uploaded only within 24 hours. I called today and now they told me to wait again within 48 hours and I was told by the last advocate I spoke to that whoever I spoke yesterday gave me a wrong information. No one called me and let me know of the denial until I asked. What kind of practices do Optum Rx practice. Now I am leaving out of town this Thursday without Atorvastatin. Hopefully, my local pharmacist will refill it up for me for 90 days supply. That is not fair at all.

My doctor has prescribed a medication for me for a verified health problem that I have had for years. I have tried all of the lower tier medications, but none have worked. So, I go through the same tiresome process at the end of each year trying to get the medication that I need approved for the next year. Both the request and the first appeal are routinely denied each year even through my diagnosis remains the same. This causes me to miss needed doses of my medicine which only heightens the severity of my health problem. This makes no sense. I have no choice but to use OptmumRx as that is the drug company affiliated with United Health Care Insurance. I also have no choice but to use United Health Care are well. Perhaps United Health Care needs to reconsider the drug company they entrust with their customer's health and well being.

I am very dissatified with this drug company. No patient or physician should be treated with such an uncaring and disrespectful attitude.

I have had multiple problems with Optum RX in the past but my prescriptions are much cheaper if I use them per my insurance plan. I always call and request a refill when I need it and refuse to let them have my credit card info on file. I ask for a bill and I pay as soon as I receive my order. I received an email today that my prescription was on it's way. I never called for a refill so I called and was told that I was set up for auto refill. I denied ever giving permission for this and they couldn't tell me how and when auto refill was authorized by me. They took it off. In the meantime, I still have at least 60 days of meds left and the strength of the RX may be changed by then and I will have another 90 days worth that can't be used! I asked how I could be on auto refill when they should not have my credit card info on file and that was a requirement. She checked into it and said, " Yes, you are right. We don't set up auto refill without credit card info". So, what does that tell you? They cannot ever explain their actions. I'm so done with Optum RX!

on January 7, 2019 my doctor sent in prescriptions that I needed for my blood pressure. I waited, and waited and they never arrived. finally after 10 days I checked my account on line and saw that it was "in process". I called on 1/20 to find out where my order was and why it took so long to fill. I was told that it shipped on 1/17, must have updated after I looked at it on that date. Did not get a good explanation as to why it took 10 days to fill this prescription. One reason was there was an insurance issue, they were waiting to find out my copay, another was a question for the doctor, and the third explanation was there a technical issue.
I want to know why was I not notified of a delay regardless of why it was taking so long? I am out of my medication and when I told the member of management that today she told me she could override the order and I could pick it up at a pharmacy near me, BUT I would have to get a new prescription. This is a Saturday morning, I cannot get a new prescription today HOWEVER, I would have been able to get one if I had known there was an issue with the order and it would be delayed. I just hope there is no more of a delay with the mail due to winter storm that is forecasted this weekend. This type of service is UNACCEPTABLE and dangerous for the people who are depending on medications to be delivered in a timely manner. I should have been notified of any delays. I was also told that I was notified that my order was shipped, I was not, I do not have it in my emails.
funny, I was watching a YouTube video of Optumrx, and it all sounded good, but not the service I received.

I have the prescription insurance through my husbands employer. We changed beginning this year. I have been in the phone so much to fix so many things. The biggest mistake was when $50 was charged in my debit card without authorization. I was told by optumrx that before any mail order prescriptions would send they would call text and or email me which was not done and my prescriptions were on they way! I just don't have that kind of money for them to be deducting whenever! Two different customer service rep said I would be refunded! I call today and I have not been yet and find out that you all have to decide if I get my money back!
That not fair! It was your mistake and you did it again you sent meds without authorization and they are on there, I won't be charged I will have to call and pay but you neglected to call text and or email yet again!
Where is the ball dropping here!
I should get my money back and your reps should be trained in customer service!

I have to jump through hoops to get my prescriptions filled because of this ridiculous website. Your business is to automatically ship medications every 3 months but your website is frustrating and a complete joke. Nothing works, nothing gets updated, the information is inaccurate-Your automated phone service is not any better — ridiculous.

The category below makes no sense and it says 350 min characters but when I submit it says its too short.. stupid!

Started new prescription plan on 112019. Would not ok prescriptions filled at Walgreens of Pensacola Florida.
Never have an explanation on why they would not ok 3 prescriptions for me.
Blamed Walgreens, blamed old pharmacy, blamed my doctor. Finally got paper prescriptions from Dr. Have to Walgreens. Walgreens called and said insurance would not ok.
Called you idiots for the fourth time, representative refused to let me speak with a manager.
I have been to Dr, Walgreens 5 times since 122019, called numerous times to Walgreens and to Optumrx.
I have just had my second stroke in October. Also have anxiety issues.
And have issues with walking and speech. This whole process has made me very sick and horribly anxious.

My neurologist submitted 2 prescriptions on 10/2/2018. One of those prescriptions (Vimpat) was filled on 10/8/2018. The other (Onfi) was not and Optum told me that they needed a pre-auth, which had already been sent in from my neurologist office. I kept receiving emails saying there's a delay, but didn't say what medication it was for. Come to find out the email was for my 90 day supply of Onfi. I'm on 50mg a day, so two prescriptions. One for 20mg and the other for 10 mg. So after much stress and many phone calls, I was told Optum was pushing this thru as urgent. Well I called back, no record of being pushed through and I should receive on 10/18/2018. Called again, same thing no record of the medication being filled. The last representative finally filled it on 10/22/18, which I received on 10/25/2018. In the interim, an override for a 30 day to be filled at Rite aid pharmacy. Vimpat was filled on the correct date, where I could receive another 90 day refill before year end. Since Optum screwed up on Onfi, I'm being penalized for Optums screw up and can't get the refill until next year. I filed a case and the rep agreed with me and said she would have someone call me. On 10/26/18 I received a call from Mona who said she could not change the refill date that it would be insurance fraud, so there again I'm being punished for Optums screw up. Now I think I know what happened. Optum knew that a generic was coming out on 10/21/2018 and didn't fill the prescription until 10/22. This was not disclosed to me, but I figured it out on my own. I won't take a generic because I do not want to change what I'm currently taking. I'm battling a stage 3 malignant primary brain tumor and highly seizure prone. Any change in medication could cause a grand mal. I believe Optum needs to fix their mistake or be reported on their own insurance fraud mistake. As of today, they are telling me that I can only get the generic, which is a problem and I can't get my 90 day supply because they filled it too late. I really despise this company. They are causing me so much stress, which is not what someone needs while battling brain cancer.

Received coupon for 30-90 day of Restasis multidose vial up to $300. Local Pharmacy, Meijers attempted to fill prescription for 30 day supply. This is the smallest amount available.

This medication had not been filled in more than 6 months. The reason I was not allowed 30 day supply was not specified. The pharmacist stated she tried everything to try to get the prescription to go through. When she did OptumRx called her directly and told her they would not cover it. OptumRx would only allow 27 day supply. Co-Pay was $20.

I called OptumRx on Dec. 14, 2018. They do not honor any coupons. They would not honor this coupon. This is the same no matter which local pharmacy I took the coupon to.

I cannot redeem the coupon for 90 day supply as OptumRx is the only pharmacy I can use for any 3 mo script fill. I cannot redeem it for the 30 day supply as OptumRx has limit the dosage of the vial to a non-standard 27 day supply!

$20 Co-Pay was paid to Meijers Pharmacy for Restasis 3 day supply on Dec. 15, 2018

On 11-27-18, I was on the phone with a rep, trying to figure out what they had profiled, and what needed a Dr.s refill prescription. The rep, flashed through what was profiled and immediatly tried to fill one that was far to expensive untill the new year started. When trying to go over the list as mentioned, she became irate and tried to hangup. I explained to her I needed to write down, what she had profiled, and what needed a new script. She said "I already told you that, thank you for calling". I said hold on, I still need to go over the list you have profiled, please slow down as I am writing this down in case I need to call my Dr.. I then inquired about the expsense of a particular item, she said because I have met my limit for the year for that item, there is now a charge unless I refuse it and befing afresh next year. I told her that is exactly what I want to do, ignore it untill I call at the beginning of next year. To my dismay, I just recieved the item in the mail, and checked my email, to discover they had Manually entered my credit card number, filled the refill script order and mailed it without authorization. This is not the first time this had happened in the 14 years I have dealt with this company. It is by far not the first time an order was all (*&U#&^^$ up, not sent, incomplete etc. I find it insultive and mind boggeling that this service even merits the the consideration as a service to assist customer's attempts to keep cost down and even more so that United Health Care refuses to hold these people even remotely accountable for the assistance in helping their customers. Optum RX would be a great show for a television expose on fraud and practices by True Crime or American Greed.

OptumRx.com is impossible to use.
CUSTOMER SERVICE - They want a two-week notice to refill a prescription, but even that is insufficient time. I spent over 6 weeks trying to get a refill of just one script - my first experience with this company. I ordered the script, but the drug, itself, was on backorder. They did not inform me of that wrinkle. Instead, they cancelled the original drug order 3 times (?), without informing me, or a request from me. No one knows why.
During that time, they also called twice to get my payment information for the drug that was on backorder - and cancelled, but didn't tell me it wasn't available. No one knows why.
Tired of the hassle, I asked the dr to send a replacement script to Wal-Mart where it was ready for me the next day.
THE WEBSITE -Logging in to the website is also next to impossible - it just will not accept my credentials in less than 4 tries. Then voila! Magically accepts it. Or not.
No one wants to buy prescription drugs, but when they are necessary, who wants the hassle? OptumRx.com is the worst possible service for purchasing prescription drugs. Even when they are free, OptumRx.com is not worth it. GOODBYE OptumRx.com.

Remove my phone number from your call center immediately. [protected]. You have been blocked from this mumber but still leave me messages. You would think that since I have not called you back in over a year you would figure it out. I have now made my complaint and request. If now the calls persist I will consider it harrassment (which it already is) and persue other means.

Forest Longacre
[protected]

My elderly mother has herpatic neuralgia from a bout of shingles a few years ago. She's been on some powerful pain meds for some time that her PCP wants to get her off of. We went to a neurologist (10/25/18) last week. She was prescribed 2 new meds with instructions to begin at 1/2 dose for the first 5 days and watch for side effects. During those 5 days we were to ween her off the pain meds. OptumRX has sat on this order for over a week now complaining that the pharmacist doesn't understand the instructions so they won't issue the scripts. They say they've called the Dr. but she says she's received no such calls. We still don't have the new meds and we're running out of the old ones. It appears that not only can OptumRX not understand plain, simple instructions but they don't have a problem sitting on an order for critical meds.

Switched to Optum RX to make my life a bit easier. Wow! Did not anticipate such confusion ordering my medications by phone. Finally spoke to someone by the name of Chris, ordered my prescriptions and then received multiple mailings offering me my prescriptions. Telephoned again, spoke to someone by the name of Yan. Tried hard to maintain a pleasant attitude, after all, it was not her fault that I've had to chase down my prescriptions. Yan was helpful and confirmed that my meds were on the way. I sit at my desk, slightly shaky from telephone conversations and mailings which did not confirm that my order had been filled, except my last conversation with Yan. I do hope that I am going to receive my medications and will be very grateful when that happens.

This is a new service for me and I will be patient. It takes far longer to receive meds by mail than I had anticipated. First time out. Thank you, Yan, for putting my mind at ease. MG

I am a MA that constantly has to call and submit PA request through your company. I don't understand or appreciate that I need to submit all info (NPI, patients ID number, Patients DOB, ICD-10 code, etc) into the automated service and then it transfers me to a live rep and I am having to repeat everything that I have already entered into the automated service. With being extremely busy and having to do multiple PA requests, it makes it a very long and tedious process to have to constantly repeat the same information that was already entered. The phone number that I called is [protected].

Really need a faster phone process set in place to make it more convenient for all medical staff when calling this company.