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David of Reisterstown MD (04/12/08)
On March 5th, 2008 my doctor faxed in a prescription to Medco for the wrong medication. Medco shipped me Lidoderm Patch 1's and an invoice which DHL left on my door step on Monday, March 10th.
After opening the package and discovering it was the wrong medication, I called Medco Customer Service and spoke with Judy Fleming #3342. Judy told me that consumers do not have to approve medication, that any doctor can fax or mail in a prescription for a Medco consumer and Medco simply ships and bills the consumer whether that consumer ever requested the prescription or not. She told me there was no way to return the prescription and that they would not credit my account. She said her supervisor Jenny Sosa could call me back within 24 to 48 hours.
I next called my doctor's office and my doctor's secretary stated the error was due to the doctor's office faxing the wrong prescription to Medco. They had intended to order Ibuprofen but mistakenly requested the Lidoderm Patch 1's. My doctor's secretary said she would fax Medco to tell them it was an error made by the doctor's office and that Medco should take the medication back and credit my account.
On March 11th, I received an email from Medco about my new prescription order. I signed on to Medco's web site and found that Medco was filling a second prescription for the same incorrect medication. I called Medco Customer Service and spoke with Dorla Levy #3206. Dorla told me that my doctor had submitted a prescription for the Lidoderm Patch 1's and they were going to send me a second shipment. She pulled Ed, a Medco pharmacist on the line and Ed told me my doctor had sent in a prescription for Lidoderm and they were sending it whether I wanted it or not.
I contacted my human resources help desk and asked that they contact Medco and see if they could get this corrected. I then sent an email to the vice president of human resources at my company suggesting my company contract with another prescription insurer for 2009. The good news is that my company does not hold its employees responsible for errors outside of the employee's control. The human resources department arranged to have my Medco account credited for the correctly filled prescription (Lidoderm), to send me a mailer to return the Lidoderm prescription to Medco, and to cancel the 2nd correctly filled prescription (Lidoderm).
The bad news is that Medco refuses to accept any responsibility for the way they do business. Medco claims the bottom line is they made no errors in the process and the responsibility for my receiving the wrong medication lies entirely with my physician's office. Further more, they stated it was clear that twice, on March 5th, and again on March 10th, my doctor's office faxed prescriptions for Lidoderm to Medco. Medco states they filled these prescriptions as written by the prescribing physician, Medco fulfilled its responsibility correctly and properly. Medco was correct when they informed me that my prescriptions were properly filled. They never acknowledged that the March 10th fax contained a cover letter stating the prescription on the 5th was an error and to refund the incorrect prescription. This could all be easily fixed if Medco offered its customers an option to opt-in to a must approve prescriptions on their web site. That way whether my doctor faxed the prescription, or I mailed a paper prescription, before Medco actually filled the prescription, Medco would provide me with (1) an image of the ENTIRE prescription they received (2) the cost to me to fill the prescription and (3) the prescription they are going to fill for me - which doesn't always match what was prescribed with generics and substitutions and Medco rules and all that.
8 hours of work-time spent on the phone with Medco, my human resources department or my doctor's office trying to get this straightened out. It didn't end up costing me anything because my company paid my salary for this wasted time and I got a refund for Medco's mistake. Zach of Simi Valley, CA April 6, 2008
Zach of Simi Valley CA (04/06/08)
A prescription was written for my daughter and was filled by my local pharmacy. Weeks later a MEDCO refill arrives at my door with a bill for 125. We never asked for a refill, never ordered the medicine, we didn't even know what MEDCO was. After dozens of calls and conversations with supervisors we sent the prescription back. They continued to bill us and sent us to collections. (which has lowered our credit score)
Finally we paid the bill and requested the prescription to be returned for us. Medco's response was No Way! we destroyed the returned medicine and we will not issue a refund. So we were out the 125 and had no prescription to show for it. It's a sad state that we now have a company openly commiting fraud. When I threaten a small claims lawsuit I was laughed at by the MEDCO manager. It just blows me away that some company can send you a product that you didn't order and then force you to pay for it!
Henry of Milford, NH March 19, 2008
Henry of Milford NH (03/19/08)
I sent 40 dollars to medco for 4 RXs. I sent them to the only address I had for medco. I never received them nor was my checked returned. I have written 2 times & gotten no reply. I am afraid I am a victim of a medco employee.
Where is my medicine? I had to purchase this at a drug store at a much higher cost. Janet of Elkview, WV March 15, 2008
Janet of Elkview WV (03/15/08)
I am covered by MEDCO under both mine and my husband's insurance plans. After lab work, my doctor's office called & said they were prescribing Tricor. I had never used MEDCO's mail service before, but the office said they would send it in for me. In a few days the medicine arrived with a bill for 266.70. I immediately called them and explained that under my plan I should pay only 40.00 (20 for brand name drugs x 2 months). I have since called six times and each time they have told me they would try & resolve the problem, even transferring me to their accounting department. Today, however, I spoke with Mrs. Butler, extension 2157, and she told me they will NOT rebill. She refused to let me speak to anyone higher up. Another woman at MEDCO, Beatrice, told me it was not their job to make sure it was billed under the right plan. She told me I had coverage through Saint Francis Hospital. If they know everything about me, then why is it so hard to correct this? How do I cut through the red tape & get DuPont to ask for their money back (if they paid it in the first place.)?
I have quit taking the Tricor. I'm sure my credit rating will lower, but my husband broke his back and is now on SS disability and I cannot afford any more screw-ups. Michael of Cave Creek, AZ March 10, 2008
Michael of Cave Creek AZ (03/10/08)
On 2/27/08 I went to Walgreen's to get a refill on my prescription for Levitra. This is a refill for the original prescription I had filled at the same Walgreen's on 11/5/07. On 11/5/07 I paid 191 for a 30 tablets. On 2/27/08 Medco wanted me to pay 371. The pharmacist called Medco to question the charge but could not get a reason for the increase. I paid for the prescription and went home. I then checked the Medco web site. It said I should only pay 233 for the medicine.
I then called Medco myself. I spent over 1 hour on the phone with a customer service rep while she and several others tried to figure out what was happening. I was eventually transferred to a supervisor, Laura Martinez, who could not figure out why the Medco website said I should only pay 233--but I was charged 371. She said she would get back to me. Two days later she called me back and said that the 371 was correct, and maybe there was a mistake by my benefits provider. I asked her why the Medco website stated a price that was different from what I was charged. She deflected the question and said she would get back to me.
It's now about 2 weeks later, and I have not heard back from Medco. Is this a case of false advertising? How many others may Medco be doing this to? I have hard copy printouts from the Medco website, as well as my invoice from the prescription. Is it legal to advertise 1 price and charge another price?
For this prescription there is a financial impact of being overcharged 138. I wonder if this happened to me in the past, and I was just not aware of it. Robin of Newport, NC March 5, 2008
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